Jet.com

Jet.com has an estimated delivery date of 1-2 business days for items that are fulfilled directly by Jetand are in stock in our warehouse. For items fulfilled by our trusted retail partners, the estimated delivery date is 2-5 business days. On Mr. [redacted]’s order, there was one item...

fulfilled by Jet and the other from a retail partner. Unfortunately, the item fulfilled by Jet was out of stock in the nearest warehouse and we had to ship from another warehouse across the country which caused the delay of that item. For the [redacted]’s fulfilled by our retail partner, Jet definitely did not deliver in the estimated delivery window and I am extremely sorry for that inconvenience. When working with third party retailers, communication can be delayed and we were not aware that the [redacted]’s Mr. [redacted] had ordered were on back order. When Jet is made aware of merchants that are not fulfilling orders in a timely manner, we evaluate our relationship with them and possibly remove them and their listings from our site. In an online marketplace inventories levels are constantly changing and different merchants on our site offer different prices for the same items. Jet will always fulfill from the lowest priced merchant first, but once those items run out of stock, it can be fulfilled by a different merchant. Jet had cancelled Mr. [redacted]’s order when we discovered the item was out of stock with the merchant that was supposed to fill the order for the price he paid. In the two week time period that had elapsed after Mr. [redacted] placed his order, a different merchant was fulfilling the orders for the [redacted] set and had a different price. Jet never wants our members to think that our practices are deceptive, misleading, or dishonest in any way. I sincerely apologize that our team of Jet Heads did not offer to offset the difference of the [redacted] set from the price Mr. [redacted] paid to the current price on our site. The Jet management team will be coaching all of the Jet Head’s involved so that other members do not have a similar experience. I have placed the [redacted] sets in Mr. [redacted]’s cart and applied credits to his account to cover the difference (plus a little extra) if he would like to purchase the [redacted] sets. Again, on behalf of Jet, I am very sorry that this was not taken care of at the time Mr. [redacted] reached out to our Jet Head team for help.In regards to the [redacted] Creator [redacted] set listed for $12.76 that Mr. [redacted] was not able to add to his cart, this was an issue where the item was in process to be removed from the site. Once an item is out of stock, Jet removes the listing and it can take some time to come off the site. Jet is actively working to make that process happen quicker. The item is no longer listed on Jet’s website so I am not able to assist Mr. [redacted] in purchasing that item. I apologize that Jet does not have that item available. Jet is constantly adding merchants to our site that will allow us to keep higher inventory levels of all products to best satisfy our members.

Complaint: [redacted]
I am rejecting this response because: Just to clarify. Order was late and no one was home when motor freight called to announce delivery in 30 minutes. Someone has to rush home to avoid further delays with their redelivery. Amount of compensation being undefined leaves me too uniformed to agree or disagree. [redacted] 
Regards,
[redacted]

Jet.com sincerely apologizes for any inconvenience that Mr. [redacted] may have encountered after placing his orders with Jet.com. Mr. [redacted] first order was placed for an item that was incorrectly listed on our site. We have since removed this item from our site and it will not be put back on...

until the listing has been properly updated to reflect the correct items. Once Mr. [redacted] returns the item back to our trusted retailer, the refund may take anywhere from 7-10 business days from the time of delivery. This is to allow our trusted merchants a reasonable amount of time to have the refund processed. This time frame also includes the amount of time it may take the purchaser's banking institution to have the funds placed back on to the original payment method. With Mr. [redacted] second order, we keep our trusted retailers to very high standards when fulfilling our orders, but unfortunately this order was not fulfilled to meet Jet’s standards. We can assure you that Jet will be sending this feedback over to our trusted retailer, and orders fulfilled like this do not go unnoticed. We have since contacted the trusted retailer and the refund has been completed and all funds placed back on to Mr. [redacted] payment method as of 8/17/2016. If Mr. [redacted] has any other questions or concerns he may contact any of our friendly JetHeads by phone at [redacted] or by email at [email protected].

Jet is very sorry that Mr.
Mullins had this experience on our site. We would love to investigate further
as to how this could have happened and the screenshots [redacted] referenced
would be extremely helpful if he could provide them. In researching [redacted]
order, we can see that a...

promotion for 20% off of his order was applied. His
order total was $175.98 and the 20% discount of $35.20 was deducted in addition
to the extra savings of $2.64 which made the order total $138.14. If [redacted] was trying to use additional promotional codes on top of the 20%
discount they would not apply as they cannot be combined with other offers. Unfortunately, due to a
fulfillment error, [redacted] order has been canceled. All pending
authorizations have been voided. Again, Jet is very sorry that [redacted] had
this experience on our site and we would love to make things right. If [redacted] would like to place another order, we would be happy to apply the 20%
discount to his order again. Jet has also added a credit to his account for the
inconvenience. We would ask the [redacted] contact Jet at [redacted] when
placing the order so we can ensure the discount and credit are applied
correctly.

Ms. [redacted] placed an order on October 18th (Order #[redacted]) for $17.96. Under a separate email account, Ms. [redacted] placed another order on October 24th (Order # [redacted]) for $25.26. These were two completely different orders and she was charged accurately for both. We are glad to...

hear she has received the items that she has been charged for. Jet would be happy to provide Ms. [redacted] with a breakdown of all of her order numbers and charges for each of the accounts she has created.

We’re so sorry that the
price has changed from when [redacted] originally placed his order. In addition
to the credit that had already been given, Jet has issued another credit to
make up for the difference in price. We sincerely hope [redacted] will give us
the opportunity to fulfill his order. We apologize that [redacted] was put on
hold and experienced a disconnected call. It is never out intention to put
members on hold for long periods of time or end the call without warning. We
are looking into any possible issues with our phone system or internal
processes that could have caused this issue and will take the necessary action to prevent this from happening to [redacted] or any other members of Jet.

Jet.com would be more than happy to look in to the issue further if [redacted] would be able to provide a link from the manufactures site stating that the 3D Robotics Solo Aerial Smart Drone has been recalled. We do recommend that [redacted] reach out to the manufacture to see if they would be able to assist him further. Jet.com sincerely apologizes about the inconveniences that have arose with the drone. If [redacted] has any questions or concerns he can reach out to the JetHeads by phone at [redacted] or email at [redacted]

Jet is very sorry that [redacted] received an item that was not what he ordered. Any time Jet is made aware of an error on our site, we take immediate action to correct the issue. It is never our intention to knowingly send the wrong item to a member. Jet hascorrected the listing on...

our site and [redacted] is welcome to reorder the item. Our Terms of Use, located on the Jet website (attached here), state that if a member purchases a product that is not as described, their sole remedy it to return it and/or request a refund in accordance with our Returns/Refund policy. [redacted] has been sent a return shipping label at no charge to him. When Jet receives the item back, [redacted] will be refunded in full for the purchase. Jet realizes that [redacted]’s time and purchasing resources are valuable and is sincerely sorry for this inconvenience. Jet has added a credit to [redacted]’s account that he may use on any future purchase.

My name is [redacted] I want to start off by apologizing for what has happened with your recent order as this is not a situation we come across often here at Jet. Our member’s security is our number one priority and I assure you that our order verification team is here with your best interest in mind....

We take the proper precautions to ensure that your private information is being used without error. We would love to look in to your account and get this issue resolved for you so you can place your order. Feel free to reach out to us any time at [email protected].

The item [redacted] ordered
contained an error in the description. The price listed was for a quantity of
one item rather than the six as it was listed. We are so sorry for the error.
We understand how frustrating it would be to be expecting a certain quantity
and then receive a different...

amount. As soon as Jet was made aware of the
error, we immediately removed the listing from our site. Unfortunately, we are
not able to reorder an item once it has been removed from the site. Jet has
issued a full refund for [redacted]’s order and she is not required to return
the pet beds that she did receive. Depending on [redacted]’s financial
institution, the refund will be posted back to her account within 4-10 business
days. Our team of Jet Heads had also issued a credit to [redacted]’s account
that she may use on any future order.

Hello [redacted]  Thanks for following up with this. I would love to help provide a little bit more clarification. Even though they stock this item online, there is discrepancy with the serial numbers. The lens that was sent back the serial number associated with it, Focus Camera has no record of stocking that specific lens. The serial number that was shipped was: [redacted] and the Serial number that was sent back is: [redacted] I have photos of the item we received that I will also attach to this for you to review. We have also returned the incorrect item back to you with the tracking number [redacted] that according to the tracking information it has been delivered as of 10/6/17. At this point we have done everything we can and will consider this complaint closed. Regards, Jeremy G. Jet.com

After [redacted] placed her
order on the Jet website, a UPS My Choice delivery change was requested for the
package. Jet did not initiate this address delivery change request and for the
protection of our members, whenever an address change is requested, the order
is returned to sender. Jet can...

only ship to the address that was listed at the
time of the order. We are very sorry that [redacted]’s items were returned and
Jet has issued full refunds for those items. Most of the LEGO sets that were
refunded are no longer available on our site. Jet is still currently selling
two of the items that [redacted] had ordered and she is welcome to order those
again. Jet has credited her account for the difference in price. Jet has also
added a courtesy credit of $6 to cover shipping if [redacted] did decide to
make another order and her order was not over the $35 threshold to qualify for
free shipping.

Jet apologizes for the misunderstanding in regards to a listing on Jet.com. The listing for Ms. [redacted]'s items was incorrect and has since been taken off of the site. Ms. [redacted] was refunded in full ($87.43) on May 25th, 2016 for the 7 cases she did not receive. If Ms. [redacted] has any questions...

or concerns she may contact our JetHeads by email at [redacted] or by phone at [redacted]

Jet.com sincerely apologizes for the inconvenience surrounding Ms. [redacted]’s order.  Jet did unfortunately have a listing error on our site at the time of the order. The listing has since been removed and is currently being corrected. Ms. [redacted] has requested that Jet send another bed at a...

discounted price. As this particular item is no longer being offered on Jet.com, we have issued a credit in the amount of the original order to Ms. [redacted]’s account. Jet attempted to contact Ms. [redacted] over the phone to address the issue, but was unsuccessful in reaching her. If Ms. [redacted] has any further questions or concerns, Jet.com is more than happy to assist. Ms. [redacted] can contact us at [redacted]

Jet.com is extremely apologetic about the situation involving Mr. [redacted] order and any inconvenience this may have caused him. We began reaching out to our trusted retail partner on 5/13/16 asking for an update on the tracking or to have this item refunded, and have continued to reach out since. We...

have refunded Mr. [redacted] in full for this order. This refund will take between 3-5 business days to appear back on Mr[redacted] card, depending on his financial institution. If Mr. [redacted] has any additional questions he may contact Jet by phone at [redacted] or by email at [email protected].

[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.
Regards,
[redacted]

All 7 boxes of kale should
have been refunded at the same time when we received them back in our
warehouse. We experience an internal system error where 2 boxes were still in
process and we deeply apologize for the delay. Jet has issued the remaining
refund of $10.18 on Dec. 11th. It can take...

4-10 business days
depending on an individual’s financial institution for the refund to post back
to their account. We apologize that Ms. * feels her emails have been
unanswered. Our records indicate that her last email to our Jet Head team was
received and responded to on Dec. 5th.

Jet.com sincerely apologizes for any misunderstanding and inconvenience this has caused Mr. [redacted].  He placed order number [redacted] on April 15th, 2016 at 11:47 AM MST. The 2-5 business day delivery listed on Jet.com is an estimated delivery, not guaranteed. If Mr. [redacted] no longer needs...

the item, he may print a pre-paid return shipping label from his Jet.com account and send the item back for a refund. Mr. [redacted] can find the pre-paid return shipping label in his order history next to the item he would like to return. If Mr. [redacted] has any further questions or concerns, Jet.com will be happy to assist him. Mr. [redacted] can contact us at [redacted] or email us at [redacted]

Complaint: [redacted]
I am rejecting this response because: The service from Jet.com was TERRIBLE. On Monday March 21, I DID NOT RECEIVE any email letting me know when the Turbo tax would be shipped. I had to call and waste more time dealing with Jet.com and they did not send me an invoice. When I received the item there was no invoice. This was my FIRST AND MY LAST ORDER WITH THE COMPANY.
Regards,
[redacted]

Jet would like to sincerely apologize to Ms. [redacted] for her experience. When Ms. [redacted] called in, we reached out to our merchant to find out if there was a different tracking number for the package and did not receive an answer from them. Ms. [redacted] then called back to find out the status and was...

offered a refund for the monitor she purchased and she denied the offer and hung up. The monitor could not be re-ordered for her at that time because it was no longer available on our site. Ms. [redacted] was then refunded in full for the monitor on 12/28/15. The monitor is now available on our site and Jet would like to offer Ms. [redacted] a credit to cover the difference in cost if she would like to reorder it. If this is something Ms. [redacted] wishes to do, she will need to call Jet at [redacted] to be assisted in placing the order.