K Jordan

Review: I make numerous purchases online, and signed up for an account at a K.Jordan. I did not place an order. I received a call from a K.Jordan representative who stated that a payment was overdue. Not realizing that I never made a purchase, I authorized a payment. upon further reflection I realized I had not made a purchase and contacted K.Jordan. I requested from the representative a complete list of what was purchased since I did not recall making one. The representative responded that she didn't have access to the invoice but would forward my request for a detailed invoice that I would receive in approximately 7-10 days. Never received. This cycle has repeated 3 times. I signed in to my account to view a invoice and purchase description and discovered the items purchased were not my style, nor were they even my size! Follow up calls to K.Jordan have resulted in the same response as previously, we will send a statement that you will receive in 7-10 days. The only correspondence I have received from K.Jordan, since my inquiry, is a letter stating that I have been elevated to V.I.P status with a credit increase. This even though I have not made a payment for 2 months. This company is a total fraud and needs to be investigated by the Federal government as taking advantage of the laws that protect merchants and not the consumer.Desired Settlement: I want a refund of the payment I submitted and a Zero balance on my account, and once that is taken care of, I want K.Jordan to close the account. I will never recommend this company to anyone, ever!

Business

Response:

Regarding case [redacted] for [redacted]The complaint states customer is being charged for an order she never placed.Our records show this was an internet order placed on 2-5-2015.The ship to and bill to are for [redacted]I have given this information to our fraud department supervisor and a fraud package will be mailed out to MS. [redacted].This is the legal procedure we follow when fraudulent use is reported.There will instructions on how to fill out the report and about returning to K Jordan. We will follow up on this case when the fraud package is returned. If I can be of further assistance in the matter feel free to contact me. [redacted]Customer Service

Review: I ordered from this company in April 2015 but returned the merchandise. I am being billed 36.19 even though I returned the items. I am told they don't refund return shipping and also add on an extra 7.99 to the original shipping. I feel this is double billing and deceptive. I was unaware of this. Their items are substandard and I wouldn't have ordered from them if I were aware of this.Desired Settlement: I would like this to be removed from my account, which I no longer have, and to remove this from collections.

Review:

To the [redacted] of K. Jordan:

I am writing to you regarding my recent experience with one of your telephone agent’s on 10/8/12, [redacted]. Unfortunately, I do not have a last name, as she was unable to release. Let me say that you should be appalled and listening to calls of this nature, if you do not do this already or have sit in call calibrations. This is ridiculous and one of the most disgusting experiences I have ever had with a call center associate.

Today, I called and spoke to “[redacted]” in the ordering department. I explained my situation to [redacted] regarding the boot’s being available at the time I ordered them (9/30), but then receiving an email on today’s date that they were out of stock and would be expected to be shipped at a later date of 10/15/12. I needed these boots for a specific outfit for a family reunion that I am attending. [redacted] said yes that is correct, all the while, she is over talking me throughout this call.

She did explain that because I had used the K Jordan charge account that it can take 24-48 hour for the order to be processed, and that if someone else ordered using a major credit card then that is considered an immediate order. I said then what you are saying to me is that although I ordered first, if I did not use a major cc, then that could bump my order to second causing a delay in an item that I ordered first. [redacted] said that is correct and though that was an inconvenience to me, she said, “I’m sorry that’s the way it is”. I was not happy with the tone of her voice; she made me feel as though my order did not matter and that frankly I could take my business elsewhere. She was not interested in helping me, but she was very quick to want me off her phone. I asked [redacted] if she had an associate number or last name that would link me to conversating with her today, at which she replied NO. She said, “I am the only [redacted] here in this entire building”. Again, for reassurance, I asked [redacted] are you sure you do not have an associate ID # that would link you to speaking with me today, and [redacted] was very sure that NO she did not. She kept interrupting me saying just give me a minute and I will leave notes on the account then transfer you to a “higher up” in Customer Service. While typing in her notes, I said you know [redacted] do you think what you said to me was appropriate; “That’s the way it is”, because in my opinion YOU OWE ME AN APOLOGY! [redacted] said yes, I did say that in a not so tactful way. I said you should not have said it AT ALL and you should NEVER tell a consumer that someone else from this company is “just going to tell me the same thing”.

I asked [redacted] for the Consumer Relations Team or who is the [redacted] of the company. She said I do not know that, and no, we do not have a Consumer Relations we have a Customer Service department. [redacted] also indicated that by transferring me to Customer Service they would tell me the same thing; that there was nothing they could do for me. I was highly inconvenienced by this situation and felt discriminated against after [redacted] telling me that my order would be bumped if using the K Jordan charge account. One would think that you would want consumers to use the K Jordan account over a major credit card as it is your BRAND, and this is unacceptable. In addition, on the website it should explain in plain clear sight that if you do use the K Jordan charge account versus a major credit card that you may risk your item not being available once the item goes through. This to me is a bait and switch process, and I do not appreciate the inconvenience or this type of service. [redacted] ended up transferring my call to the Customer Service department, which I had the opportunity to speak with “[redacted]”. Social media is too hot and big now days and one negative entry can lead to many lost customers. It only takes ONE bad experience to lose a customer and a gazillion positives to regain them. [redacted] should most definitely have to listen to her call with me and be coached on what she should have done better. I understand that NOT every customer is right, but in this situation, I was RIGHT and did not appreciate being treated like my reasons for wanting these boots was a who gives a rats behiney to her. She needs to learn to ACKNOWLEDGE the consumer’s issues, be more empathetic, and TAKE OWNERSHIP INSTEAD OF PASSING THE BUCK!

Once transferred, I asked [redacted] if my situation was explained and of course, NO, it was not, because apparently these order associates either 1. Do not have the authorization from their department [redacted] direction to be able to explain the situation prior to transferring the consumer or 2. They do not feel the need to so they leave a pleather of notes for the agents to read. Let me say, notes do not always tell the truth or the story. I am not sure if [redacted] was having a bad morning, but I was not rude or mean to her to cause her to NOT CARE about my situation. [redacted] took the time to hear me out, as yes; I did after all have to explain the entire situation over again. [redacted] apologized to me for the situation and for the unprofessional attitude that [redacted] had towards me when I called. [redacted] cared about my business and treated me as the first call of her day not the 100th rude customer that called to complain about the same thing the last 99 just did. So, kudos to [redacted] for taking the time and for making things right. I was and am still willing to accept my boot purchase. [redacted] gave me a full refund on my original shipping and handling charge, in addition, [redacted] is having my boots expedited to me at NO charge! This in my opinion is superior customer service and turning a wrong into a right, and not to mention, [redacted] TOOK OWNERSHIP, never once passing the buck. The [redacted] needs to know the service that [redacted] provided, in addition to knowing the type of service that [redacted] is providing on behalf of the Brand.

I am very hesitant about returning as a customer once I pay off my K Jordan charge account for what will be the second time, and your response to my situation will be the deciding factor. I hope that you care, as much for your Brand as your customers do because they are the reason there is a K Jordan.

Sincerely,

[redacted]

###-###-####Desired Settlement: I believe my issue noted-above explains the situation quite clear. [redacted] at the call center has been great on the level of customer experience. I do believe that I am owed an apology for the agents actions, I do believe that call needs to be reviewed so this type of less than superior service is not provided to another consumer at K Jordan. I believe that if you wish to keep my business you will make thing's right in the way you deem necessary.

Business

Response:

Thank you

for bringing this matter to our attention. One of our [redacted] Customer Service

Representatives will be in touch with Ms. [redacted] forthwith.

Review: I had ordered some Undergarments and returned them to the company and apparently they are telling me that I owe them 13.94 they were also telling me that they do not refund for the shipping and handling when you order from this company I have called to ask to speak to a Manager or Supervisor but they were not available I was very surprised that they would have there customers pay for Shipping and Handling when you return an Item to themDesired Settlement: I wish for this company to refund me the 13,94 and I would like this company to change there policy as well cause according to a representative I had spoken to they told me that they had several complaints regarding this issue and they do nothing about it

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

I was able to locate an order placed by MS. [redacted] for undergarments but am not seeing the amount of $41.88 that is the disputed amount.

The order I am locating is the only purchase and the item was $19.95, total with shipping came to $27.94.

I left a phone message on Monday June 9th when I saw the Revdex.com complaint but have not heard back from MS. [redacted].

I don’t see an order totaling $41.88 and I don’t know what the $13.94 refund she is requesting is for.

I am waiting for a call from MS. [redacted] and hopefully I will be able to take care of this issue when she calls me back.

The complaint states we should change our policy on refunding shipping.

Our catalog clearly states the original shipping charges are non-refundable and that said

the catalog managers along with the Marketing Department have made that decision and there are no plans to make any changes and again have clearly stated such in the catalog and on the web-site.

Business

Response:

Hello [redacted], thank you for responding.

To honor your request for shipping to be refunded, the amount of $7.99 will be credited back to your EZ-Pay account as soon as the return is checked in.

There was no tax charged as the only states charged sales tax are Virginia and Wisconsin.

The total credited will be the original charge on the order, $19.95 for the undergarment and $7.99 for the shipping making the total refund $27.94 which was the amount billed.

If I can be of further assistance feel free to contact me.

Review: I purchased clothing from K.Jordan, I wasn't happy the clothing didn't fit according to the size, I returned everything. After I returned the last of the clothing which came to $19.99, they sent me a bill for $144.55. I couldn't believe it so I called the company, and they stated, "we are charging you for shipping " I couldn't understand that.I feel this company is scamming people. Please help me with this incredible obsurd, rediculous etempt to rip off consumers, how many other people have the done this to?Thank you,[redacted]Desired Settlement: I don't want anymore threating letters. I need credit to my name.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

The complaint reads having purchased clothing from K Jordan that didn’t fit properly.

MS. [redacted] states returning the items and she did but not before the statements went out.

The 1st order was placed on 9-13-2013 totaling $423.57. The 1st return was done on 10-8-2013 and credited $139.90, 2nd return was done on 10-14-2013 and $148.84 was credited.

The two returns totaled $288.74. The two credits were short of the original order total by $134.83 which meant she still had some items from that order.

Another order was placed on 11-6-2013 for $ 49.95.

The 3rd credit for return was done on 2-17-2014 for $142.84.

During the time from the 1st order till the last return no payments were ever made so late fees and finance charges starting accruing. The terms and conditions are clearly listed in the catalog so the charges were fair and justified.

The original shipping is non-refundable and is also clearly listed in the catalog.

As a one-time courtesy I will have the credit dept. remove the remaining balance on the account but it’s important to note these are not fabricated but are legitimate charges.

If I can be of further assistance feel free to contact me by email or at ###-###-####.

Customer Service

Review: Order mailed to K Jordan ("Company") on May 15 with personal check. Personal check cleared bank May 21. Not receiving any communication from Company by May 29, called Company to check order status. Was told order was being held for 25 days pending clearance of personal check. Despite explaining personal check had cleared 8 days prior, Company refused to process the order until end of 25 day period. When inquired about cancelling the order, Company advised no refund or portion thereof would be issued until end of 25 day period.

I provided proof of cancelled check on May 29; requested Company cancel my order and to issue a full refund immediately. Was advised it would take about 3 days.Desired Settlement: Company did not disclose anywhere on order form orders placed with personal checks would be held for 25 days. Nor did they disclose that any refund or portion thereof would be held for 25 days. Had this information been provided, would have used an alternate method of placing order.

In speaking with Company on May 29, there was no indication that I would have been notified my order would be held for 25 days.

Will not do business with K Jordan

Business

Response:

Regarding case [redacted] for [redacted] zip code 37219.

The complaint states when MS [redacted] mailed in an order with her check we held the check stating it would be held for 25 days.

The large sum of the check does require our company to run the check thru Certegy before shipping to make sure there are funds to cover the check. Unfortunately that information isn’t printed in the catalog.

Our records show that check was released and a refund was issued today for $311.69 and should be arriving by the end of the week.

I apologize for any inconvenience this may have caused.

If I can be of further assistance I can be reached by email or at ###-###-####.

Thanks [redacted]

Consumer

Response:

Review: I placed a order for merchandise from K Jordan on the 23rd of June. I requested the KJordan credit. I had order in the pass using the credit and had paid it in full in February of this year. I received a email from custom service on the 25th of June stating my order had been canceled because they have an account matching information that is in collections so they could not extend credit to me. I didn't understand why since I had paid all my accounts off in the pass. I emailed them again saying I should not have any account s in collections they requested I called them to discuss the account I did call and I spoke to Angie a credit specialist who said yes the account had been sent to collection s before I paid it off and so because of that I could not place another credit order. I requested they update the account so I could place a order she stated no that the account showed paid in full but that it will always be in collection and argued that if the debt had been settled I should be able to place a new order she said no. I requested to speck with a supervisor because Idid not agree with what she was saying because I did not owe them anymore money.She put me on hold for over 15 minutes to talk to her supervisor and instead of connecting me to her manager she got back on the line claiming her supervisor told her to tell me the same thing and that the only way I could place a new order was to use a major credit card to prove to them that I would pay. I told her that was fine but I want the supervisor to tell me that. She put me back on hold for about 2 minutes before hanging up on,me at 1:43 pm central time. I called back and requested a supervisor again and spoke to Linda who I explained my issue to then she transfered me to Hope a supervisor there who was not very nice and basica said they would not update my account so that I could place a new order. Then she stated I would have to make a down payment on the account first which was fine if I had been made aware that was an option.Desired Settlement: I would like a written apology from Angie and Hope because they could of handled this matter in a more professional way then they did. I would also like my account updated and out of a collection status because I have settled this debt and my credit reports update and in there computer so that I can have the option of placing a new order I was having financial problems in the pass and made good on that when I was able to I should not be treated like I still owe them something.

Business

Response:

Thank you for bringing this matter to our attention. One of our Lead Customer Service Representatives will be in touch with Ms. [redacted].

Review: Company charged me for a return and then charged me 10.00 late fee and 1.00 interest.Desired Settlement: I want them to charge me what I owe and the interest which I have no problem with. I don't understand how a late charge is placed on an account that only has 38.63 balance

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted]The complaint states having been charged a late fee.Late fees are charged if there is a balance on the account and payment has not been received.On the back of the half page just inside the front cover you will see a section marked PAYMENTS.It can be found about half way down the left column.I see a payment for $17.97 was received on 3-3-2015.The late fee was charged because no payment was made in January or February.Because all of our customers are important to us here at K.Jordan we will remove the $10.00 late fee along with the finance charges totaling $3.74.The balance left will be $17.92. If I can be of further assistance I can be reached by email or at ###-###-####. [redacted]Customer Service

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.

I ordered a pantsuit online from K Jordan's website. It was the first time I had been to that website. I did not read the"fine print" on the site or catalogue. I bought an item for approximately $65.00. I returned the article the same day I received it.

I did expect to pay a return fee of $7.95 (so $47.00 was left for a credit - I thought! when I checked my balance I wound up owing $19.95! They had charged my for their shipping fee. So I did not get my money of purchase and owed $19.95 instead.

Women, be aware of this "rip off" website if you want to return anything for a refund or credit! Or, just read thoroughly.

Review: I fully understand why all of these Mason Companies have an "F" Rating by the Revdex.com. It makes no sense that this company allows it's employees to have such Rude, Condescending, Disrespectful behavior the way they do. On 7-26-2014 I placed an order at (kjordan.com) that came to ($99.53). On 7-30-2014 I called to speak to the credit department because on 7-29-2014 they sent me an email and told me it takes 24-48- hours for orders to be processed. In the credit department I first spoke to a representative who instead of trying to assist me just told me to hold on then transferred me to another department. I told that person that I had no idea I was even being transferred nor did the person tell me or ask me if I wanted to be transferred and I find that to be very Unprofessional. I then ended up speaking to a supervisor name [redacted] was the worst, she came on the phone being Rude then telling me that it takes 48 hours for orders to be processed then she became Disrespectful and told me that I didn't have to keep calling there asking questions. I spoke to an employee also on 7-29-2014 who Lied during the call and said I was screaming at her but there are 3 other people who would say otherwise because I wasn't yelling at all. I told [redacted] it was very Rude and Unprofessional of her and it doesn't make sense how this company tolerate this kind of behavior from their employees, I was very upset so I hung up the call. Mason Companies employees tell customers to call in then they get nasty attitudes when you do call as if you're calling for something from them. Their employees also change their stories, transfer you without telling you or asking you if you want to be transferred, and they don't tell you where you're being transferred to.Desired Settlement: I already have health issues so I don't intend to contact K. Jordan ever again because I don't need the stress. This company can resolve this matter by issuing a credit towards my order then sending me the items I ordered due to how Rude their employees were and the Horrendous customer service they provided.

If Mason Companies doesn't clean up their act they'll continue to Lose decent customers like me. Their employees act as if you're calling for them and to place an order for something of theirs. If [redacted] is a supervisor then she needs to be trained on how to conduct herself as an employee and how to display appropriate behavior towards customers as well as other employees. No customer should have to call any company and deal with such rude behavior from employees at any company. I also don't intend to ever contact K. Jordan again for any reason because I just don't appreciate how I was treated by their employees especially one who is suppose to be a supervisor.

Review: I had order two items from K Jordan last year. For whatever reason (I do not know if it was USPS or K Jordan), I did not receive the items until well after a month after I ordered them. At this point I did not need them. I emailed their customer service three times with no response. I finally just mailed the items back because I didn't need them and there had been a return label in the boxes. K Jordan now has a collection company, Professional Recovery Services, calling and harassing me about a balance that I owe (in the neighborhood of $65). I have returned the items, brand new and in the original packaging and am now being harassed about paying for items I do not have any more. K Jordan's customer service is sloppy and their return policy must not be ethical to say I still owe money after returning items that were delivered long past the order date.Desired Settlement: I would like for K Jordan to finish crediting my account as I have returned the items and to have their recovery company stop calling me and mailing me threatening letters.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

The complaint states having ordered and returned items but are getting notices from collections.

Our records show the order was placed in October of 2013 but the items were not received here until June of this year. During that time no payments were made so late fees and finance charge accrued.

That said I will do a one-time courtesy and remove the charges and clear this account.

I will ask our credit dept. to notify collections to cease any further attempts in collecting on this account.

If I can be of further assistance I can be reached by email or at [redacted].

Customer Service

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.