Jockey International, Inc.

Review: I continue to experience difficulties ordering from the Jockey.com website that frankly are starting to look not like mistakes or programming errors, but instead deliberate attempts to defraud me.

I was sent today a promotion “Buy 2 Get 1 Free on Multipacks”. Code LJFYHF9YQ

When I login to my Jockey account and select three Multipacks, I am charged $61.19 after applying the code.

When I DON’T login to my account and use a different browser without a Jockey “cookie” pushed into my computer, I’m charged $50.00.

I’m really tired of these anomalies with the Jockey.com website, many of which I’ve brought to the attention of Mr. [redacted] the previous CEO. The fact that they continue has eroded any goodwill I’ve had for Jockey over the last 30 years.

I have screenshots showing all these issues.Desired Settlement: I want Jockey to honor the promotion it sent to me, without all the tricky ways they're trying to overcharge me.

Business

Response:

Dear Mr. [redacted]:On behalf of all of us here at Jockey, I apologize for the disappointment and confusion you experienced when shopping with our Veterans Day Sale coupon (copy of email promotion attached to his case).The promotion states that it is "not valid on ... sales styles" and the merchandise you added to your cart was already discounted as a sale style, and therefore, your purchase was not eligible for that particular coupon.The full text from the email promotion is at the bottom of this message as well.Thank you for your patience and understandingSincerely[redacted]Consumer CareJockey.comOffer expires 11/11/15 at 11:59 p.m. PST. Valid only on multi-pack

underwear with coupon code . Coupon code single use only. Free item must be of

equal or lesser value to the value of the item purchased. Discount applied at

checkout before tax and shipping. Not valid on Jockey

bra styles nos. 6701-6703, 6705, bra fit kits, previous purchases, sale styles, Jockey Being Family® items or

in-store. Selection varies; available on in-stock items only while supplies

last. Cannot be combined with any other offers, discounts or promotions. No

rain checks/cash redemption. Void where prohibited. Free standard shipping

valid in the 50 United States and District of Columbia only. Tell us why here...

Consumer

Response:

Review: I earned my VIP status by spending more than $200 last year through Jockey.com. Somehow there computer system mistakenly taken me off the VIP status. After more than 10 phone calls, they finally get my VIP status back 1 month later. However, all the orders that I placed before are gone from my account. I discussed with Tammy and Sandy (supervisors) they informed me that I spent $170 this year, but that is not shown in the account status. The account status still shows that I spent $0 this year. This is a mistake that Jockey made, and yet I try to help them to correct the mistakes. It is still wrong after so many phone calls and almost 2 months. There is no ending to this.Desired Settlement: It is a break of the term and conditions of reward program. If they can not correct their own mistakes, this will be brought to small complain court since I have spent way too much time to help them and they do not even appreciate it nor correcting the mistakes.

Review: I received a letter from "[redacted]" of Jockey International Inc, whom informed me that they've sent me $925.25 USD since 6/27/2013 in undershirt products from their company as replacements to items I had issues with. This letter (attached) states that I should consider taking my business elsewhere due to this amount of replacements and suggests that I am acting against their "good faith", as written in the message. The fact is, each time I've spoken to customer service (and I have EACH one of the emails since the beginning) the customer service representatives tell me that the old t-shirts and items with the issues should be given to local charity instead of returned. Upon noting this, I ordered the replacement of 30 XXL Big & Tall undershirts in the color black (the same size as my initial order back before 6/27/2013) to replace undershirts that had been holes in them, seems coming ripped off and loose strings under the armpits not even 8 months after the $160 purchase. Being displeased I sought out Jockey's customers service and reordered a replacement at no charge, compliments of Jockey. Now the issue is - I received that first bundle of shirts, however they were the wrong size. They were "XXL Regular, black" not, BIG & TALL, I brought this to the attention of the customer service representative, I told her (her name is [redacted]) that I received the wrong shirts, and I OFFERED to have them returned, at which she told me to give them to the nearest charity, as returning them is not necessary. I then received a notice that the new undershirts, of the correct size would be shipped to me. Upon receiving them this past week (30 in the CORRECT size) I opened the bags of the undershirts to find at least 15 shirts where the neck hole was so severely stretched out that it was uncomfortable to wear and felt awkward against my body. I then brought this information forward to the Jockey representative whom told me the same thing, that 12 shirts would be replaced complimentary and that the shirts that are in the goof up should be given away to charity and there is no obligation for me to return them. Furthermore each time I explained this to the team at Jockey they told me that my opinion as a customer was appreciated, that they would forward my messages and notes, complaints and concerns to their superiors because that is what Jockey needed to hear - their words. Forwarding to now, where I receive a letter that tells me from the "Director, Customer Care" that I should discontinue business with Jockey because I am acting against their "good faith" by asking for too many product replacements. I OFFERED TO RETURN THE TROUBLED ITEMS EVERY TIME! IN WHICH I WAS TOLD, GIVE THEM TO CHARITY, RETURNING THEM IS NOT NECESSARY! I believe this company needs to do some RESEARCH and see that EACH TIME I specifically said I would return them, and that I even asked upon the latest shipment to receive a mail back order slip so I COULD return them, then I was told I don't need to do that. I believe this "[redacted]" whom clearly has absolutely no clue how to do his job nor research an issue before making a strategic complaint against a customer should do a little internal affairs and see where the issue lays, within Jockey, not blaming customers of being displeased with shabby, poor quality products! I am ACTING IN GOOD FAITH by giving you this message of suggestion instead of simply not using your products and sharing word to all my fellow friends and family of what terrible customer service is and the definition, validated through all my return emails in contact with Jockey customer care in the last months stretch of time, and this letter received today. In short, had the troubled items been returned, instead of being given to charity like your personally trained customer service representatives suggested I do, the overall cost I would have had with Jockey would have been that of which has already been paid, the initial $160 that covers the initial 30 undershirts purchased.Desired Settlement: I have the 2 boxes of 30 XXL undershirts that are not my size, I have around 15 black undershirts that have not been given away that have holes, seems coming out and strings from the under arms, and I also have at least 15 stretched necks from the final order of replacement shirts I've just received. You want them back? Give me return slips and boxes. I wish to have my undershirts replaced because the necks are either too stretched out for my tastes, or they are falling apart out of the box. I would like nothing more than my 30 undershirts, which right now I have 15-18 wearable, the final 12-15 that I complaint about are supposedly being shipped, if not then I want them shipped and I highly would suggest as an outcome additional to the above, that you, [redacted] do some research before you message your customers and call them liars that we are acting against your company's good faith, because your customer service representatives are telling us to do something other than what you would have wanted us to do. We were simply doing what we were suggested to do. I should not be BLAMED for being a LOYAL, HONEST CUSTOMER!

Business

Response:

Jockey International has dusbursed $925.25 worth of free merchandise to Mr. [redacted] in less than a year in response to his numerous expressions of dissatisfaction, between the dates of 6/27/2013 and 5/20/2014. After the last disbursement, his account with us was audited and a letter was send to Mr. [redacted] (copy below) to the effect that no further disbursements would be forthcoming.

============

May 20, 2014

Dear Mr. [redacted]:

An audit recently revealed that Jockey International, Inc. (hereafter "Jockey"), acting in good faith, has disbursed to your household merchandise retailing for $925.25 in less than a year, beginning on 6/27/2013.

Unfortunately, this history seems to imply that Jockey® products may not meet your individual needs. Under the circumstances, Jockey is unable to continue to provide you merchandise exchanges or credits for such returns. As such, Jockey respectfully recommends, perhaps, you may wish to turn to another brand that may be more suitable for your individual needs.

Please note Jockey will no longer process additional requests for merchandise exchanges or credits, and Jockey will return packages requesting such merchandise or credits to sender.

Sincerely,

cc: CEO

Dear Mr. [redacted]:

An audit recently revealed that Jockey International, Inc. (hereafter "Jockey"), acting in good faith, has disbursed to your household merchandise retailing for $925.25 in less than a year, beginning on 6/27/2013.

Unfortunately, this history seems to imply that Jockey® products may not meet your individual needs. Under the circumstances, Jockey is unable to continue to provide you merchandise exchanges or credits for such returns. As such, Jockey respectfully recommends, perhaps, you may wish to turn to another brand that may be more suitable for your individual needs.

Please note Jockey will no longer process additional requests for merchandise exchanges or credits, and Jockey will return packages requesting such merchandise or credits to sender.

Sincerely,

Director, Consumer Care

Jockey North Am[redacted]

002772396A

cc: CEO

Legal

Consumer

Response:

Review: I purchased a jockey product, with a money back guarantee, by calling their customer service phone number. After receiving the product and finding it unacceptable, I returned the item. After 6 weeks, the company has still not refunded my money. They emailed me on Jan 31, 2014 saying that they would refund my credit card. As of 2/10, they have not complied. I called on 2/10, and they said they were unable to process the credit due to their processes.

I have had to call them twice about this issue, with various promises made that my credit card would be credited.

False advertising about the money back guarantee when they apparently do not have processes in place to issue a credit. False statements in the below email from Jan 31 from them:

"Hello XXX,

The following items have been returned and your original payment method has been credited.

Order: #XXXX"

Today their response was that they were unable to issue a credit, and that they would send me a check. This is despite earlier claims that they would issue a credit and the above email stating the same. At this point, I have no faith in their ability or intention to execute.Desired Settlement: Would appreciate them honoring their contract, refund my credit card NOW, without me having to continue to call them.

Business

Response:

On behalf of all of us here at Jockey, I apologize for the disappointing experience. To protect consumers, Jockey transaction data is wiped after 60 days so that we're holding consumer data for as short a period as possible. For most consumers that works quiet well, but on rare occasions a consumer will return a product more than 60 days after the purchase date, and the transaction data is no longer available to build an electronic credit. And in those cases, we issue a paper check.

The check was mailed on February 7th, and it should be arriving this week via US mail.

Thank you for your patience and understanding

Sincerely,

Director Consumer Care

Jockey North America

Consumer

Response:

Review: I purchased their "Bra Fit Kit" for $60.00. It's a kit to fit yourself perfectly for a bra, then the $60.00 originally paid goes toward the purchase of said bra. I recently ordered the bra I wanted and it was $39.99. Upon filling out the information on line, the site "forced" me to enter an additional credit card number "in case there were taxes and shipping" and there wasn't enough money on the original certificate to cover the charges. As above, there was a $60.00 credit toward my account for this $39.99 purchase. I entered my card number anyway. Then, and only AFTER I entered my other card number, did an invoice pop up stating there was only $20.01 on the original certificate and that my other card had been charged $19.98. I contacted Jockey immediately and informed them that I was a new customer and that I had NOT purchased anything from them before, and certainly nothing since purchasing the bra fit kit and their records were incorrect as there should have been $60.00 on the certificate. They checked their records and could find nothing to indicate that I had made a purchase, so yes, there should be $60.00 on the certificate and she would correct that immediately. I then asked about the additional charge of $19.98 and she said that she would take care of that too. It's been 3 days and I have received NOTHING to indicate I still have a credit of $20.01 on the original certificate (there is a bra being shipped as I write this), and nothing has been done regarding the amount due on my credit card.Desired Settlement: (1) The bra that I ordered. (2) Refund to my PayPal Account of $19.98. (3) Refund to me directly of $20.01 that is still a credit on the original certificate of $60.00 that I purchased, as I will never shop there again.

Business

Response:

Thank you for sharing this disappointing experience. We apologize and left a voicemail and sent an email yesterday to verify that a Paypal credit is being applied for the erroneous overage and that a check in the amount of $60 is being processed and should be received within the next 7-10 days.Thank you for your patience and understandingSincerely,[redacted]Director, Consumer ServicesJockey North America

Consumer

Response:

[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.]

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,

Review: My order was not completed accurately due to human error per Ian C and he stated he is going to ship the order free of charge.

Currently, I am still charged for the order.Desired Settlement: $30

Review: I returned an item, and was informed June 17.13 that a refund was processed.It is now10 days later,and I do not have the refund credited to my credit card.It does not take 10 days to get a refund.They have done this before.I returned things to other businesses, and the refund showed in my acct. the next day.Desired Settlement: That they credit my credit card the amt. ($20) immediately.

Business

Response:

According to our records, we credited your charge account in the amount of $20.00 on 06/17/2013. We apologize for any misunderstanding and request that you confirm with your financial institution.