Jet.com

,I am so sorry to see that you received the wrong itemThis is never the experience we want our members to have and I can honestly say this is not something we see happen oftenAfter reviewing your account, I can verify that there was a listing error in connection to the recliner you orderedI 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 detailsWe definitely dropped the ball here and we would love the opportunity to make this up to youFor 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 usWe would love to show you how a Jet order is supposed to goThis 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 storeWe 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 choiceTo apply your credit, proceed to the checkout and look for a line that says "pay with credits" on the final order review pageCheck the corresponding box to deduct the available credits from your order totalIf you have any questions or concerns, feel free to reach out to us anytime at [email protected] have Jet Heads available to assist you around the clock

I am rejecting this response because: Jet is allowing TWICE the amount of the shopper's purchase to be removed from their available balance of their bank/credit card/debit card's account for several days or longer, depending upon fulfillment of the entire order (including back orders)The entire orders amount is posted to the purchaser's card, then multiple, obscure amounts are additionally charged over the course of up to several days, at which time that initial full amount charge is credited back to the shopperJet does not initiate the reversal of the initial full amount charged; the consumer's financial institution must do this after days of no activity and no response from JetThis practice is not clearly explained in an appropriate location on Jet.com, nor visible to the consumer prior to placing an orderWhen the shopper purchases items from Jet and the total amount of their purchase is immediately collected, subsequent charges should not be allowedPacking slips are not contained in cartons, nor an invoice/receiptI was told I'd have to take screen shots of my purchasesThis is virtually impossible to do with smartphones and tabletsI also did not receive an order confirmation and was told it was a computer glitch on Jet's endAssociating all those multiple charges to my initial purchase was difficult and time consuming, possible only after the charges stopped

Jet is very sorry that Ms [redacted] had difficulties creating an account on Jet In order to purchase items on Jet.com, a membership is needed Ms [redacted] called in on March 12th for assistance in creating her account Later that day, Ms [redacted] was able to create an account and purchase Intuit TurboTax Home & Business Federal E-File + State On March 13th, Ms [redacted] called in and deactivated her account Ms [redacted] was wondering when her item would ship, and Jet advised her that since the order was placed on Saturday the latest Ms [redacted] would receive her order is Monday March 21st This particular item had a – business day estimated delivery.Ms [redacted] called and emailed in a few more times that day and asked that a supervisor call to take her complaint When Jet’s member services supervisor called Ms [redacted] to follwith her, the phone number that was listed was for a department store Ms [redacted] said that email is the best way to get a hold of her Another supervisor sent Ms [redacted] an email to discuss her feedback, which was then sent over to our developers On March 18th, Ms [redacted] received her order for the Intuit TurboTax Home & Business Federal E-File + State Ms [redacted] then called in on March 20th asking for an invoice Currently, Jet.com doesn’t have a way to send invoices, instead Jet has the order history and receipt Jet.com then emailed Ms [redacted] a copy of her receipt Again, Jet deeply apologizes that Ms [redacted] had a terrible experience with Jet.com as this was Ms [redacted] first order

Jet.com sincerely apologizes for any inconvenience that Mr [redacted] may have encountered after placing his orders with Jet.comMr [redacted] first order was placed for an item that was incorrectly listed on our siteWe 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 itemsOnce Mr [redacted] returns the item back to our trusted retailer, the refund may take anywhere from 7-business days from the time of deliveryThis is to allow our trusted merchants a reasonable amount of time to have the refund processedThis 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 methodWith 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 standardsWe can assure you that Jet will be sending this feedback over to our trusted retailer, and orders fulfilled like this do not go unnoticedWe 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/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]

[redacted] placed an order with Jet on October Jet cancelled the order and voided the charge within hours after the authorization was issued.An authorization is a pending charge to verify that funds are present and Jet can proceed with the orderJet issues the final charges as the order shipsCanceling the order prevents Jet from shipping the items and issuing the final chargesVoiding the authorization indicates to the financial institution that Jet will not issue a charge and the financial institution is able to release any funds that may have been held[redacted] may contact Jet at any timeThere are various reasons an order may be canceledJet is happy to help address the issue and can be reached at the phone number provided in the email that was sent to her

[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 just got response from credit card conforming credit statedThank you for your help! Regards, [redacted] ***

We apologize for the confusion with the charges placed on Ms [redacted] accountThe total of Ms [redacted] order was $The charges were split into two different charges of $and $23.14, totaling $When an order is placed with Jet.com, a pending authorization is submitted to the member’s financial institution before the actual charges are submitted for settlement in order to verify that the account has sufficient funds for the orderOnce an item is shipped, the charges are then submitted for settlementMs [redacted] saw two separate pending authorizations and two separate charges for this order because the order was shipped in two separate shipmentsJet.com’s records state that Ms [redacted] was only ever charged the two charges listed above, and not any additional charges

I am rejecting this response because:The business is trying to portray itself as generous and caring, which they were notThe "Jet Head" offered me a token credit to buy more from them, and why in the world would I want to do that after being done wrong by them? I had to escalate my complaint to the founder of the company, who turned it over to their Chief Customer Officer, who finally got a refund processedWe talked at great length about the ineptitude of their employees and lack of processes, either in order fulfillment or customer serviceIn short, that company is a messYes, I did get my money back, after it was not available to me for an extended amount of time since Jet.com decided to debit my account before shipping the items, which NEVER happenedBut I had to pass through hoops of fire to get that money backI believe the steps taken to resolve a horrible situation like this are every bit as important as the resolution, and request that this information be publicly associated with the business

Complaint: I am rejecting this response because: It's a canned answer, there is nothing authentic about it Regards, [redacted]

There is no further action required from Mr [redacted] Jet refunded his order on December 11th and he is not required to return the monitor

Jet.com sincerely apologizes about the incorrect item that Ms. [redacted] received. When Ms. [redacted] initially called our customer service representatives on 2/22/16 we reached out to [redacted] in attempt to refuse the package. [redacted] was able to refuse the package and return it to the sender. On... 3/9/16 Ms. [redacted] called in to follow up on the status of her refund and was told that the item was delivered back to the sender on 3/2/16 and that the refund will take 10-14 business days to appear back on her account. The refund was settled in full on 3/14/16 back to the card Ms. [redacted] initially purchased the item on. If Ms. [redacted] would like further assistance she may contact our representatives by phone at [redacted] or by email at [redacted] .

Jet.com sincerely apologizes for any inconvenience that Ms [redacted] encountered while ordering the High Sierra Loop BackpackWe contacted our trusted retail partner and were informed that they did not have this item in stock, although our website did not properly reflect thisWe 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 encounteredMs [redacted] can reach out to Jet.com by phone at ###-###-#### or by email at [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 meI would also like to include that I am not entirely pleased with the fact that I asked for a refund repeatedly for over a week and the company refused until I contacted Revdex.com The USPS tracking number for the package is [redacted] and the package is showing that it is still in limbo in Ohio, according to the last scan on December 7th It is ridiculous that the company wouldn't take into consideration that the package was scheduled to be delivered on the 8th and was missingIn their response they claimed that the "Jetheads" take care of tracking down a package, but I assure you if a "Jethead" did take care of the issue, we wouldn't be here Simply put, the company wasn't concerned about the missing sunglasses because I paid for them I feel the business needs to really re-evaluate its policies I noticed since beginning this process with Revdex.com that the company receives many complaints about their shipping and customer service practices.Regards, [redacted]

Jet.com sincerely apologizes for any inconvenience that Ms. [redacted] may have encountered during these orders. Jet.com does create a pre-authorization on the purchaser’s card at the time of purchase to ensure sufficient funds are available. Once we can confirm the funds are available, the order is sent to the fulfilling merchants to be shipped out. Jet.com does not charge the member twice the amount of the order, only one pre-authorization is placed on the card for the order total. Once an order ships, the order will then be charged. If there are multiple shipments in an order, the charges will be placed on the member’s card as each item is shipped out. This is to prevent the member being charged for an item that has not yet shipped. Because both of Ms. [redacted] orders were shipped in multiple shipments, Ms. [redacted] did encounter multiple charges on to her card. However, at no point did these charges exceed the order total that Ms. [redacted] was shown during the checkout process. Because Jet.com charges for each individual shipment, the original pre-authorization will not be finalized as it is for the entirety of the order. Once an item is shipped, the pre-authorization is cancelled and at this time it is dependent on the financial institution as to how quickly this pre-authorization is removed from the payment method. If Ms. [redacted] has any further questions, she may contact any of our friendly [redacted] or by email [redacted] .

Jet is very sorry that Mr Mullins had this experience on our siteWe 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 themIn researching [redacted] order, we can see that a promotion for 20% off of his order was appliedHis order total was $and the 20% discount of $was deducted in addition to the extra savings of $which made the order total $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 offersUnfortunately, due to a fulfillment error, [redacted] order has been canceledAll pending authorizations have been voidedAgain, Jet is very sorry that [redacted] had this experience on our site and we would love to make things rightIf [redacted] would like to place another order, we would be happy to apply the 20% discount to his order againJet has also added a credit to his account for the inconvenienceWe would ask the [redacted] contact Jet at [redacted] when placing the order so we can ensure the discount and credit are applied correctly

Complaint: [redacted] I am rejecting this response because:I would like to attach to listing ! It pearly says piece table /chairs That's advertising I just want the item that I purchased Regards, [redacted]

Hello [redacted] I am very sorry to hear about the experience you had encountered while ordering your computer on our siteIt looks like our service not only came short of your expectations, but ours as wellUpon further review, I could confirm that our merchant was able to receive the computer back on the 21st of September, therefore, you should have received a full refund back to your original method of paymentPlease let us know if you are not seeing this yet and we will gladly help you further We truly appreciate all your patience and understanding as we worked to get this issue resolved you I also want to apologize for the listing error on this item as this is something we work really hard to avoid and never want out members to encounterI would love to make this up to you and show you how a Jet order is supposed to arriveFor the inconvenience, I have applied a substantial credit to your Jet account that you may use towards a future order with usTo use this credit, proceed to checkout normally and look for a line that says, "pay with credits" on the final order review pageCheck the corresponding box to deduct the available credits from your order totalIf you have any additional questions or concerns, our friendly Jet Heads are here to assist 24/at [redacted] Best Wishes,Alyssa T.Jet.com

Jet.com sincerely apologizes for the inconvenience surrounding Ms***’s recent orderUnfortunately, Jet did indeed have a listing error on our siteThe item in particular has been removed while we correct the issueDue to the item being listed for the incorrect price, Jet has ag [redacted] to correct the issue for Ms***We have issued a credit to Ms***’s account for the difference between what was initially paid and the cost of the correct itemIf Ms [redacted] has any additional questions or concerns, Jet.com is happy to assistMs [redacted] can contact Jet.com at [redacted] or email us at [redacted]

After [redacted] placed her order on the Jet website, a UPS My Choice delivery change was requested for the packageJet 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 senderJet can only ship to the address that was listed at the time of the orderWe are very sorry that [redacted] ’s items were returned and Jet has issued full refunds for those itemsMost of the LEGO sets that were refunded are no longer available on our siteJet is still currently selling two of the items that [redacted] had ordered and she is welcome to order those againJet has credited her account for the difference in priceJet has also added a courtesy credit of $to cover shipping if [redacted] did decide to make another order and her order was not over the $threshold to qualify for free shipping

Complaint: [redacted] I am rejecting this response because: I did not request a delivery change with the orderAccording to UPS, the sender requested the order be returned Regards, [redacted]