Jet.com

We apologize if Ms. [redacted]
feels that she has been given the runaround. When the payment information
provided for an order does not match the person that placed the order, our
account verification team requires additional information to validate payment.
Ms. [redacted] has refused to provide the additional verification that would allow
her order to be processed. If Ms. [redacted] would like to receive the order she
placed, she will need to provide the information requested to our order verification
team. They can be reached at [redacted] or by emailing [email protected]. Once her
payment information can be validated, Ms. [redacted] will be able to place orders
and use the credits on her account.

,I am so sorry to see that you received the wrong item. This is never the experience we want our members to have and I can honestly say this is not something we see happen often. After reviewing your account, I can verify that there was a listing error in connection to the recliner you ordered. I...

have reported this issue to our listing team and the item has now been removed from the site until the listing is fixed with the correct item details. We definitely dropped the ball here and we would love the opportunity to make this up to you. For the inconvenience this listing error has caused you, I have added a substantial credit to your Jet account that you may use towards a future order with us. We would love to show you how a Jet order is supposed to go. This credit can be used towards anything on our site whether it be used for pet supplies, baby supplies, arts and crafts, office products or even household items to save you from a trip to the store. We also have gift cards offered on our site for different stores and restaurants, so you could even use this credit towards a gift card of your choice. To apply your credit, proceed to the checkout and look for a line that says "pay with credits" on the final order review page. Check the corresponding box to deduct the available credits from your order total. If you have any questions or concerns, feel free to reach out to us anytime at [email protected]. We have Jet Heads available to assist you around the clock.

I am rejecting this response because:
I do not believe this company has any intention of issuing me a refund.

Jet is very sorry that Ms. [redacted] did not receive tracking information in a timely manner. Our shipping partners can take 24-48 hours to update tracking information but information for Ms. [redacted]'s tracking experienced a longer delay. Once the tracking was provided  to Ms. [redacted], Jet...

could see that the item was delivered to the address on the order. Our team of Jet Heads advised Ms. [redacted] to open a case with the carrier for the missing package and Jet would like to apologize again because that should not have happened. Jet will open a case with the carrier and file a local police report on our members behalf when a package is missing. Jet has issued a full refund for the order and Ms. [redacted] will see that back in her account within 4-10 business days depending on her financial institution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and am happy with the resolution. Also really glad they are owning up to their core values. Instead of losing a customer, they're gaining one. 
Regards,
[redacted]

All orders placed on the Jet
website go through an order verification process. We were unable to process Ms. [redacted]s order with the payment information that she provided. When this
happens, our order verification team will reach out to the member and confirm
information and then resubmit the...

order. Additional verification may be
required if we are still not able to confirm all the details on the account. We
are very sorry that Ms. [redacted] was advised to place another order.  Submitting another order with the same details
again will cause the order to be rejected or canceled until the order
verification team can fully verify the account details. Jet provided a credit
and to Ms. [redacted]’s account for the inconvenience which she could use on
another order once her account details were confirmed.  To complete the verification, Jet requested
that Ms. [redacted] provide a copy of a bill in her name, her ID, or the credit
card used.  Ms. [redacted] has been unwilling
to provide that information and we are unable to process her order until that
has been completed so her order was canceled.

Jet.comsincerely apologizes for any inconvenience this return has caused Mr.[redacted].Jet.comhas a 30 minute window, in which our customers may cancel their order after it is placed. On February 15th, 2016 Mr. [redacted] called our JetHeads a few hours after the order was placed in regards to cancelling his...

order. Because the order had been dealt to our Trusted Retail Partner, we were unable to accommodate his cancellation request. Mr. [redacted] received his order on February 17th, 2016 and shortly after contacted our JetHeads. Mr. [redacted] has been billed once for his order total of $729.46. We have verified that 2 pre-paid labels were sent to the email address provided by Mr. [redacted]. When the return was sent, Mr. [redacted] did not use the prepaid return label provided. Mr. [redacted] has not been able to provide the return tracking information he used to Jet.com. In order to process the refund, we will need to verify the return tracking information to determine if the return was sent to the correct location and that the return was received within 30 days of Mr. [redacted]’s purchase. He may provide this information to us by phone at [redacted] or by email at[redacted]

Jet apologizes that Ms. [redacted]’s phone was defective a month after purchasing it.  When Ms. [redacted] called in to our Member Services Office our Jet Head helped Ms. [redacted] create a return in her Jet account.  When Ms. [redacted] was not satisfied with his answer she asked for a supervisor.  The...

agent handed the call over to the day time Jet Head supervisor.  He told Ms. [redacted] that we could go ahead and add a credit to Ms. [redacted]’s account so when she purchased the phone, she would pay the same price she originally paid in January.   Because Ms. [redacted] is not satisfied with the way this order was handled, Jet suggests that Ms. [redacted] keep the defective phone without returning it, and if she wants to order a new phone we will happily assist Ms. [redacted] in purchasing it with credits.  Currently, Ms. [redacted] has $29.78 in credits.  With the purchase of the new phone, this brings the price down to $14.88.  If Ms. [redacted] still wants the item, she can call in to our Member Services Office, and we will apply the additional $14.88 to her account so Ms. [redacted] gets the order free of charge.   Again, Jet apologizes that Ms. [redacted]’s phone speaker stopped working after a month of use.  We would like to make this right with Ms. [redacted].  She can call into our Help line at [redacted] for further assistance.

Response:Hello, We regret this member received a broken item that cause so much trouble. We do our best to ensure each item is carefully packaged to avoid such situations. Unfortunately, the package was not packed well enough. The customer has received a full refund for the damaged items. I have...

also added credit to this account to reordered all of the items in this order, in double the quantities, to help offset the poor experience. We always stand behind out products and will take any action necessary to ensure our customer's satisfaction. Thank you, Member Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I did place and receive the item again.  Everything is working correctly. I do wish Jet.com would have contacted me about this instead of just freezing my account and refusing to tell me anything on my multiple calls.  It would have saved a lot of time and having to file a Revdex.com complaint to solve this would not have been needed.

Hello, [redacted] Jet.com has seven different Jet accounts in connection to your phone number. We can provide proof of these seven separate accounts if needed. We will still consider this case closed. Best Wishes, Alyssa T. Jet.com

We sincerely apologize about the delay in Ms. [redacted] order.[redacted] does not have guaranteed delivery dates for any of the items listed on our site. The delivery dates state “Estimated Delivery” next to each item. The carrier contacted us on 1/26/16 letting us know that the package was...

miss-sorted at one of their facilities but that it will go out for delivery to the correct address as soon as possible. We have refunded Ms. [redacted] for that order and she will see the refund posted back on her card in the next 3-5 business days.

My name is [redacted]. We want all encounters with Jet to be excellent and I apologize that this was not the case with your recent order. I can honestly say that this is not something we see happen often here at Jet. I would be more than happy to look into your account and help make this issue...

right. I have confirmed that there was a listing error in connection to the item you ordered. This listing has since been corrected and is currently reflecting accurately on the site. Since we have confirmed the listing error, we have issued you a refund for the difference between the incorrect price and the current price. You will see this refund go back to your payment method within the next 2-5 business days. We previously added a substantial credit to your Jet account, for the inconvenience of this error, I am going to leave this credit on your Jet account as well. You may use the credit towards a future order with us. We would love to opportunity to show you how a Jet order is supposed to go. To use your credit all you need to do is proceed to the check out when you are ready to place your next order. Look for a line that says “pay with credits” on the final order review page. Check the corresponding box to deduct the available credits from your order total. If you would like to return the order for a full refund instead, we would be more than happy to send you a prepaid return label to send the item back. Feel free to reach out to us any time at [email protected]. Our friendly Jet Heads are here to help 24/7.

I am rejecting this response because:if they were responsible, they would have sent email notification for any problem, it seems they have simiiar complaints...seems suspious for a new company that wants to grow, communication is necessary, just hope other customers take note before paying "membership fee's"

Complaint: [redacted]
I am rejecting this response because:
Again, you all have the wrong information. None of these accounts match my address that I have been at for 10 years now. 
Regards,
[redacted]

I am rejecting this response because:Jet did not make good on their promise to ship our diapers in 2 days.  They also had a hold on our credit card for over a week, so we were unable to purchase the diapers elsewhere.  Any "credit" given to us is not a make good for the time and money we lost because of their incompetence.

Complaint: [redacted]
I am rejecting this response because:I have specifically asked Jet.com to contact the credit card company to provide the merchant number and authorization number for each transaction.  This is the only reasonable solution.  If Jet.com is unwilling to do so, I will have to officially dispute the charges with the credit card company which means that Jet.com will have to eventually provide the documentation to which I have requested.  It is futile to contact Jet.com again because, after making numerous calls to Jet.com and also emailing Jet.com, its representatives have already told me that they will not contact my bank -- by phone or fax.  Its representatives have even denied that there is a billing department within Jet.com.  This is not a question of how long it takes for the transactions to be voided with the credit card company; the issue is that the credit card company never received Jet.com's voided transaction requests.  Jet.com can clear this up by contacting the credit card company.I will also file a complaint with the Consumer Financial Protection Bureau and the Attorney General's Office in New Jersey because based on the number of billing issues experienced by Jet.com customers, I think there may be some serious consumer fraud involved.  
Regards,
[redacted]

Jet does offer 1-2 day shipping on everyday essentials and
2-5 day shipping on all other orders. We deeply apologize that Mrs. [redacted]’s
order fell outside of our estimated shipping time frame. Jet is constantly
working with our merchants to make sure they are fulfilling orders in a...

timely
manner and this obviously did not happen for her. Mr. [redacted] spoke with one of our Jet Heads on
October 20th and Jet did a replacement order for her at no cost. In
addition, Jet is refunding her original purchase for the inconvenience of
having to purchase the items locally after the delay. Jet does indicate in the search results which items are estimated for 2
day delivery with an icon at the top of the item. Items that will be shipped in
2-5 days do not have that icon (see attached example). Again, we apologize if
this was not clear when Mrs. [redacted]
placed her order. Jet has added a credit to Mrs. [redacted]’s account for a
future purchase.

Jet.com sincerely apologizes for any inconvenience that Ms. [redacted] encountered while ordering the High Sierra Loop Backpack. We contacted our trusted retail partner and were informed that they did not have this item in stock, although our website did not properly reflect this. We have since...

updated this listing to reflect the proper availability of this item.  If Ms. [redacted] would like to contact Jet.com, we would be more than willing to help her find an item of similar value that is pleasing and will offer her a credit to her Jet.com account for the inconvenience that she has encountered. Ms. [redacted] can reach out to Jet.com by phone at ###-###-#### or by email at[redacted]

Response:The item ordered was listed with the wrong item SKU. This listing has been removed from our site so this doesn't happen again. The customer was issued a full refund on July 23 and has been given an additional $20 credit, as well as a free membership upgrade from 3 months to 1 year.