Jet.com

Complaint: [redacted] I am rejecting this response because:Jet.com obviously does not understand my complaint, or narrative, or what their company did on Oct 5th, 2016.Please allow me to re-explain:Please see the attached copy of the Email Jet.com sent me at 10:AM on Oct 5, stating their existed a "Billing Issue" and requesting I call Jet.com at [redacted] This was over hours (not hours as Jet.com claims) after I placed the Order at 1:Am I called that phone number at 9:PM on Oct 5th and was advised that it was NOT a "Billing Issue" after allThe Email was dishonest.She said that Jet.com recognized my SHIPPING ADDRESS [redacted] as being a [redacted] and they will not ship to [redacted] !Please know that I am a Disabled Veteran and it is a lengthy explanation, but it is because of my disabilities that I have ALL packages sent to the Street Address at the [redacted] (not my Box number) and then I pay for someone to bring the shipments to me personally because of my Hearing disabilities & Physical Disabilities & difficult living situationAll other Retailers, including [redacted] ship to this addressI ask that Jet.com and the Revdex.com please re-read my original complaint with this information and the Attachments I have provided Signed, [redacted]

[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 correctlyI 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

[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 would like to thank Jet.com for quickly refunding my order within daysI would like to suggest that Jet.com work on greatly improving their ability to know available stock at their vendorsTo keep advertising on your website or keeping the same supplier for the product, even though twice an order was cancelled for the product being out of stock, seems like a terrible business practice, leaning towards advertisementJudging from the complaints from other Jet.com customers on the Revdex.com and other websites, I'm not alone in my experience [redacted]

Orders placed on a Saturday do not begin processing until the next business dayMs [redacted] ordered on Saturday, October 10th and 2-business days would have the order delivered on Friday, October 16thWe are very sorry that that was not clear to Ms [redacted] when placing an order that she needed by October 15th As for the refund, Jet deeply apologizes for the delay in processingOur refund process should happen within 10-business days after the order is received back to our warehouseThis did not happen with Ms [redacted] ’s order and Jet has thoroughly reviewed our internal processes to identify the cause of the delay and will take corrective actionThe refund was processed by Jet on December 7th Again, we are so sorry for the error on our part that caused this extensive delayJet has added a credit to Ms [redacted] ’s account should she change her mind about using Jet’s online shopping services

We’re so sorry that the price has changed from when [redacted] originally placed his orderIn addition to the credit that had already been given, Jet has issued another credit to make up for the difference in priceWe sincerely hope [redacted] will give us the opportunity to fulfill his orderWe apologize that [redacted] was put on hold and experienced a disconnected callIt is never out intention to put members on hold for long periods of time or end the call without warningWe 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

[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 Had a replacement been sent out the day I complained to customer service, I may have received the replacement by Christmas? That didn't seem to be an option at my time of complaint [redacted] (the customer service rep I spoke with) said sending a replacement out without another payment was not something Jet.com could do I'm not sure why a business like this would not have expedited shipping I will accept your attempt at making this issue right, however, I will not shop with Jet.com again Regards,

Jet has every intention to refund Mr [redacted] for his returned watch It can take 10-business days after we receive returned items to process a refundMr [redacted] 's return tracking information indicated that the watch was returned to us on Wednesday, October 28thAt the latest, Mr [redacted] can expect his refund by November 17th although Jet will be doing everything they can to expedite that process

On August 9th, Mr [redacted] reached out to the JetHeads to request the TRIPLEpromotion code be honored for his first orderA JetHead told Mr [redacted] that we would offer a one-time credit to the account that would equal the total amount of the promotion codeMr [redacted] called in later that day for the credit to be applied to his order which was placed that same day Jet.com apologizes for the confusion this has causedIf 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]

It was determined with Jet.com systems that there were multiple accounts opened with the same information, and [redacted] was permitted to have one account remain open [redacted] can still purchase off of Jet.com and also participate within the Jet Anywhere program on our site, using the account that was approved to remain open For security purposes we are not able to disclose the other accounts informationJet asks that [redacted] call in and speak to one of the friendly JetHeads at [redacted] or email in at [redacted]

Hello, [redacted] My name is AlyssaI am so sorry to see that your watch has stopped workingThis is never something we want to see happen to our membersThe watch was purchased on October 8th of After reviewing your account, I can see that you first reached out to us about the issue on November 19th asking for a replacementUnfortunately, this time frame put the order outside of our 30-day return policyWe informed you that you would need to reach out to the manufacture for further assistance and we provided you with the manufactures contact informationAt this time Jet.com does not offer or sell extended warranties on any of the items we sellSince we are unable to accept a return of this item I have added a credit to your Jet.com account that you may use on a future orderIf you have any questions or concerns, feel free to reach out to us at [redacted] Thank you, Alyssa TJet.com

Jet.com has issued a full refund to [redacted] for the missing and damaged items from this orderJet.com apologizes that [redacted] packages arrived in an unsatisfactory stateIf MsHodle has any further questions or concerns regarding this order, she may contact our Jet Heads at [email protected] or [redacted]

Jet.com takes every precaution to protect our members from fraudulent charges or activity on our site through extensive account verificationUnfortunately, Ms [redacted] order did not pass our security checks so her account was deactivated and her order was cancelledAn example of why an account could be deactivated is if the billing address does not match the shipping address and through IP address tracking we can also see that the order was placed from outside of the United StatesThere are several other reasonswhy an account would be deactivated and Ms [redacted] is welcome to contact our Account Verification team if she feels that her account was deactivated in errorWe’d be happy to verify account information with Ms [redacted] and she can reach us by calling [redacted] When Ms [redacted] placed the order a pending authorization was placed on the credit card for the order total of $Because the order has been cancelled, Jet.com will not settle the authorized charges and the pending amount will fall off of her credit card in 4-business days depending on her financial institution

Jet.com sincerely apologizes for any misunderstanding and inconvenience this has caused Mr [redacted] He placed order number [redacted] on April 15th, at 11:AM MSTThe 2-business day delivery listed on Jet.com is an estimated delivery, not guaranteedIf 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 refundMr [redacted] can find the pre-paid return shipping label in his order history next to the item he would like to returnIf Mr [redacted] has any further questions or concerns, Jet.com will be happy to assist himMr [redacted] can contact us at [redacted] or email us at [redacted]

Any time Jet is made aware of an error on our site, we take immediate action to correct the issueJet removed the listing for the [redacted] as soon as we found out the incorrect item was being shipped to our members and replaced it with the correct listing for the 290XUnfortunately, some of these products had already been shipped and delivered to our members before it was a known issueThe email confirming the order that Mr [redacted] received was sent to him prior to Jet being aware of the errorIt is never our intention to knowingly send the wrong item to a memberJet was actively working with the members involved that purchased this item and received the wrong product once we were made aware of the errorOur 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 policyA free return shipping label for the item has been sent to Mr [redacted] When Jet receives the item back, Mr [redacted] will be refunded in fullThe $promotional credit that Mr [redacted] used on this order will be returned to his accountJet has also added another credit for the inconvenienceMr [redacted] can use both of these credits on any future purchases

Jet.com would like to apologize to Mr [redacted] for the experience with his order and delay in the refund processWe were able to reach out to our Trusted Retail Partner to confirm that the item was in fact returned to the senderOnce confirmed, a full refund in the amount of $was submitted back to Mr [redacted] card on 3/22/The refund will take 2-business days to appear on Mr [redacted] statement depending on his financial institutionIf Mr [redacted] has any further questions or concerns in regards to his order, he may contact us as ###-###-#### or by email at [email protected]

Jet.com sincerely apologizes for the confusion regarding the charges on Mr [redacted] 's recent orderOn May 10th, 2016, Mr [redacted] contacted Jet.com and was advised that we will refund the entire order, as we do not have the capability to process a partial refund for the promotion code.A full refund has been initiated for Mr [redacted] 's order, which can be verified on the order history of his Jet.com account Jet.com asks that Mr [redacted] allows the refund 3- business days to properly go back to his method of paymentIf Mr [redacted] has any further questions for Jet.com, he may contact our JetHeads by phone at [redacted] or by [redacted]

Complaint: [redacted] I am rejecting this response because: I can't order the item again on the website because the item is no longer the same price I originally bought the item for As for the Credit on the account does me no good because I can't in good faith purchase something from a company who put me on hold when I brought the complaint to them and never picked up the phone to resolve the issue before I had to bring it to the Revdex.com Regards, [redacted] ***

Response:Hello, We regret this member received a broken item that cause so much troubleWe do our best to ensure each item is carefully packaged to avoid such situationsUnfortunately, the package was not packed well enoughThe customer has received a full refund for the damaged itemsI 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 experienceWe always stand behind out products and will take any action necessary to ensure our customer's satisfactionThank you, Member Services

Complaint: [redacted] I am rejecting this response because: I would like to keep our communication on Revdex.com with public so everyone can see thisAnd in addition, Jet.com has not provided any other solutions but kept saying what had been said Regards, [redacted] ***

Hello *** Thanks for following up with thisI would love to help provide a little bit more clarificationEven though they stock this item online, there is discrepancy with the serial numbersThe lens that was sent back the serial number associated with it, Focus Camera has no record of stocking that specific lensThe 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 reviewWe 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/At this point we have done everything we can and will consider this complaint closedRegards, Jeremy GJet.com