Jet.com

Jet.com sincerely apologizes that Mr. [redacted] did not receive the correct items he purchased. Mr. [redacted] placed 10 separate orders with Jet.com on June 1, 2016 totaling a quantity of 80 of the same item. Jet.com fulfilled a quantity of 10 of the item and canceled the remaining orders. Mr. [redacted] contacted...

Jet.com on June 18, 2016 and spoke with a Jet representative about receiving the incorrect items. Our Jet representative apologized to Mr. [redacted] and let him know that unfortunately there was a listing error on our site which caused the wrong items to be fulfilled. The Jet representative also let Mr. [redacted] know that he could return all items at no cost for a full refund. The item was removed from our site and is currently unavailable while Jet.com corrects the issue. If Mr. [redacted] would like to return the items he received for a refund, he may reach out to Jet.com via email at [redacted] or by phone at [redacted] and our friendly Jet Heads will be happy to help.

Jet.com sincerely apologizes for the inconvenience this has caused. The delivery time frame of 2-5 business days is estimated and not guaranteed. Jet.com advised Mr. [redacted] that we were working with the merchant fulfilling the order to get tracking and that as soon as the order shipped he would...

receive an email with that tracking information. The order did ship via [redacted] and was delivered to the shipping address provided by [redacted] on 05/07/2016 at 11:03 AM. Jet has issued a credit to Mr. [redacted]’s account for the delay. If Mr. [redacted] has any further questions or concerns, Jet.com is more than happy to assist. Mr. [redacted] can contact Jet.com at [redacted].

Complaint: [redacted]
I am rejecting this response because:
The terms of use for Jet.com do not explicitly prohibit opening multiple accounts per household. There are legitimate reasons for opening multiple accounts, but with that said I am happy to abide by the Terms of Use if clarified upfront. Additionally, I have not received any communication from Jet.com to re-activate one of my accounts - in fact I have only received the same communication they seem to have sent Revdex.com in response to my complaint. I would be happy to use their service if they can re-activate my account immediately. Either ways, their approach to managing the issue was simply unacceptable and as a customer I am not delighted with the experience so far.

Jet is very sorry that the promotional code [redacted] that Mr. [redacted] was using was advertised poorly.  There was only a certain number of orders allowed for this promotion, which is why it wasn’t going through for Mr. [redacted].  Jet is working to fix the promotional codes to show as...

invalid when entered, if it truly is invalid.  Jet is aware that when a member applies a promotional code to their order, it’ll show as valid up until the order is placed.  Jet is working diligently to avoid this, as it does cause some confusion.   Mr. [redacted] had to provide Jet with his personal information, such as shipping and billing addresses, phone number, and credit card information before the order was placed.  Jet does this so discounts can be applied depending on location and items that are being purchased.  If Mr. [redacted] does not want this information on his Jet account, we suggest that he log into his profile and remove this information.  Because of the security risks, Jet cannot edit or remove Mr. [redacted]’ information.   Jet is sorry that Mr. [redacted] believes Jet does a bait and switch tactic to get new members to shop on our site.  We want to assure Mr. [redacted] that this is not our intention at all, and we apologize that that is how this experience came across.   On January 13th, 2016, Mr. [redacted] placed an order for the [redacted].  This price total was $199.99 before any discounts.  Mr. [redacted] used the [redacted] promo to get $30.00 off (15%), and on top of that, when he called in to get this issue resolved, Jet applied a $10.00 credit to make up for the original promotion that Mr. [redacted] tried to use.  The total charge for this order came to a total of $159.99.  Since then, the [redacted] was delivered to Mr. [redacted] on January 15th, 2016.   Should Mr. [redacted] have any further questions or concerns about this, he can call into our member services department at [redacted].

Hello, [redacted] My name is Alyssa. I am so sorry to see what has happened with your recent order. This is not the quality of service we want our members to experience while shopping with us and I can assure you this is not something we see happen often. After reviewing your account, I can see that...

the listing for the Oxford Garden Round Patio Dining Set did have an error in connection to the item. I apologize for any frustration this error has caused. I can see that the table was delivered back to the merchant this morning. I do not want to have you wait 10-14 business days for our merchant to process the refund, so I have issued you a refund from our end. You will see your full refund within the next 2-5 business days. For the inconvenience, we have issued you a credit to your Jet account that you may use towards a future order with us. To use this credit all you need to do is proceed to the check out when you are ready to place your order. Look for a line that says “pay with credits” on the final order review page. Check the corresponding box to deduct the available credits from your order total. If you have any questions or concerns, feel free to reach out to us any time at [redacted] Our friendly Jet Heads are here to help 24/7. Best Wishes, Alyssa T. Jet.com

Complaint: [redacted]
I am rejecting this response because:I  close out that account  and I dont have that  card anymore
Regards,
[redacted]

Jet provides JetCash as a
reward incentive exclusively available to active Jet account holders who make
purchases at one of our 600+ Jet Anywhere Brands across Jet.com. JetCash is
issued for promotional purposes, has no intrinsic value, and may not be
redeemed for cash. Mr. [redacted] accounts...

were
systematically deactivated on November 13th and his retail purchases
on order #[redacted] were canceled at that time. Deactivation can
happen due to any number of different activity indicators. This may include
activity that is often tied to purchasing items for resale, using single use
promotion code multiple times, or otherwise using the website in a way it was
not intended. Inactive accounts are not eligible for JetCash.Jet is unable to award
JetCash on travel purchases until the travel has been completed. Mr. [redacted]
submitted his completed travel request on November 30th which was
after his accounts had already been deactivated. We apologize if this was not
made clear to Mr. [redacted] at the time of his submission. Jet is willing to
reinstate one of Mr. [redacted] accounts and will award the JetCash. The referral
rate for Hotels.com is 14%. This rate has not changed since October 4th when the previous rate was 4.4%. Jet has awarded the JetCash
to the email account provided through the Revdex.com. JetCash will
show as pending in Mr. [redacted] account for 30 days while we verify purchase
details. After 30 days, the JetCash will be available to use on Jet.com.

Jet.com would like to apologize to Mr. [redacted] for the experience with his order and delay in the refund process. We were able to reach out to our Trusted Retail Partner to confirm that the item was in fact returned to the sender. Once confirmed, a full refund in the amount of $269.00 was submitted...

back to Mr. [redacted] card on 3/22/16. The refund will take 2-5 business days to appear on Mr. [redacted] statement depending on his financial institution. If Mr. [redacted] has any further questions or concerns in regards to his order, he may contact us as ###-###-#### or by email at [email protected].

Shipping information was available two days after Mr. [redacted] placed his order. We apologize that his order did not arrive within the estimated 1-2 business day delivery timeframe. Unfortunately, at this holiday time of year, all of our shipping carriers are experiencing some delays. According to the...

tracking information, Mr. [redacted]’s order was delivered to his home today so we are unable to process a refund. If Mr. [redacted] would like to return the order, he can print out a free return shipping label from his Jet account and we can process a full refund within 10-14 business days after we receive the order back to our warehouse. Again, we apologize in the delay for our estimated shipping timeframe. Jet has added a credit to his account that he may use on a future order.

We sincerely apologize about the delay in Ms. [redacted] refund. When Ms. [redacted] initially called in, we requested the return tracking information so we could confirm that the package was returned back. Ms. [redacted] could not provide any return tracking information. We investigated, and submitted the...

refund for settlement and the initial settlement was voided. We attempted the refund again, and Ms. [redacted] was then refunded in full on January 23, 2016 and was also issued a $10 credit to her Jet account for the inconvenience. The refund can take 3-10 business days to appear back on Ms. [redacted] card, depending on her financial institution.

[redacted] placed an order on Jet.com on November 28th, 2016, for two of the same items.  Because this order was over $35, it shipped for free via [redacted] Smart Post.  [redacted] was also provided 15% off her order with a new member promotion that was used.  Jet.com sincerely apologizes...

for any confusion regarding the order total and delay with the estimated shipping time frame, as noted by [redacted]. Jet.com reached out to [redacted] on December 2nd, as we noticed there hadn't been any movement on the tracking and to find out if she'd received her order.  Unfortunately, Jet.com never heard back from [redacted].  As of now, [redacted]'s order is showing as delivered.  We understand [redacted] may be out of the country for the next four months, and allbeit later than estimated, if her order has not been received at the address provided, we ask that she reach out to one of our friendly JetHeads so we can assist in making this right for her.  Jet.com sincerely apologizes for the inconvenience and any trouble imposed from this order, and have provided [redacted] with a credit on her Jet account in which she may use on a future order.  We always want our members satisfied with their purchase and would be happy to assist her at any time, should she need anything further. If [redacted] has any further questions or concerns she may contact one of our Jet heads at [redacted] or email us at [redacted]

We apologize for the confusion with the charges placed on Ms. [redacted] account. The total of Ms. [redacted] order was $58.74. The charges were split into two different charges of $35.60 and $23.14, totaling $58.74. 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 order. Once an item is shipped, the charges are then submitted for settlement. Ms. [redacted] saw two separate pending authorizations and two separate charges for this order because the order was shipped in two separate shipments. Jet.com’s records state that Ms. [redacted] was only ever charged the two charges listed above, and not any additional charges.

Jet.com would like to apologize to [redacted] in regards to the Sony PlayStation Controllers not being received. Jet.com began our investigation once we were made aware of the tracking error on 12/16/15. After several attempts to obtain the correct tracking information for [redacted] order,...

Jet.com ultimately processed a full refund in the amount of $77.28 on 12/30/15 for the two Sony PlayStation Controllers.

Jet.com sincerely apologizes for the confusion surrounding Ms. [redacted]’s recent orders. Any time an order is placed on our website, Jet will pre-authorize the payment method being used to ensure the funds are available to process the order.   On April 20, 2016 Ms. [redacted] placed two orders...

on Jet.com, the first order was cancelled. When the first order was cancelled, Jet.com voided the original authorizations tied to that order. On April 27, 2016 Ms. [redacted] placed another order on Jet.com. She then cancelled that order and placed a new order that same day. Again, both orders were originally pre-authorized. The authorization for the cancelled order was also voided shortly after.  Jet.com has only settled charges for the orders that Ms. [redacted] did receive. On April 20, 2016 Jet.com voided authorizations in the amounts of $29.50, $124.57, $15.50, and $8.59 for the first cancelled order. Jet did settle charges in the amounts of $29.50. $11.14, $8.59, $15.13, and $124.40 totaling $177.62, for the second order placed on April 20, 2016 and delivered to Ms. [redacted].  On April 27, 2016 Jet voided authorizations in the amounts of $39.68 and $27.96 for the first order placed that day. Jet did settle charges in the amounts of $27.96 and $33.29 for the second order placed and received by Ms. [redacted]. Unfortunately, Jet.com does not control the length of time it takes for a pre-authorization to expire with each individual banking institution. For this reason, Ms. [redacted] was advised to reach out to her bank for more information on April 28, 2016. Jet.com is happy to assist if she has any further questions or concerns by calling us at [redacted] or by email at [redacted].

Complaint: [redacted]
I am rejecting this response because: Ok but it would be nice if I can get an email about this, don't you think that I need to know if my account has been cancelled and my order as well? When I called the lady told me it was cancelled and that she could not do anything about it. Regardless of what happened the business failed to give me a notice of account cancellation after my card was charged, I have yet to receive any email about it. I will just leave it at that.
Regards,
[redacted]

Hello [redacted] I am sorry to see that you received the incorrect item. This is not something we want to see happen to our members and I can assure you that this is not a situation we see happen often. After reviewing your account, I can see that our Jet Heads have refunded you for the incorrect item as...

of November 13th. For the inconvenience, I have applied a credit to your Jet account that you may use towards a future order with us. To use this credit, proceed to checkout normally and look for a line that says, "pay with credits" on the final order review page. Check the corresponding box to deduct the available credits from your order total. If you have any additional questions or concerns, feel free to reach out to us any time at [email protected]. Our friendly Jet Heads are here to assist you 24/7. Best Wishes,Alyssa T.Jet.com

As per our partnership agreement with Jet.com, all customers with issues need to contact Jet directly as advised by the rep at our company. Jet will then work on the issue on the customers behalf. The call was documented and an escalated message was sent to Jet as the customer was quite irate and...

abusive and we wanted to make sure they got taken care of immediately. The issue will be resolved through the correspondence from Jet.Thank you.

We appreciate Mr. [redacted]’
feedback about having to sign for his package. Unfortunately, our trusted
retail partners determine which packages they require a signature based on the
value of the item. We are very sorry that this was not expressed when ordering.
Again, this is valuable feedback that...

we can use to work with our retail
partners in making a better experience for our Jet members.Mr. [redacted]’ order was
returned back to our retail partner on 10/29. It may take 10-14 business days
after we receive returned items to process a refund. Mr. [redacted]’ refund
was processed on 11/16 which was the twelfth business day after we received the
item back. We are very sorry that this refund has taken almost the full amount
of business days to be processed. Especially given that our team of Jet Heads
gave Mr. [redacted] an estimate of 11/12 to expect his refund. We are very sorry
for the misinformation but would like to assure Mr. [redacted] that Jet has issued
the refund on our end and it may take a few days for him to see the refund in
his account depending on his individual financial institution. Jet has also
issued a credit to Mr. [redacted]’ account that he may use on a future purchase.

Mr. [redacted] placed
his order on Friday, October 16th. Jet gives an estimated shipping
time frame of 2-5 business days. Mr. [redacted]’s order was delivered via USPS
(tracking number [redacted]) on Friday, October 23rd which is
within the 2-5 business day estimate. At the time Mr....

[redacted] contacted Jet,
we had not yet received updated shipping information from USPS. It can sometimes
take 24-48 hours for USPS to update tracking information after a label has been
created. Jet was not able to offer Mr. [redacted] a refund after his watch had already
been shipped and was in transit. Jet does offer free returns within 30 days and
Mr. [redacted] is welcome to send the watch back for a full refund if he does not
wish to keep the watch.

[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 as long as I actually receive the refund.  It has not been three to five days as they indicated in their response dated January 5, 2016.  I would really like to wait until the partial credit of 45% ($59.94) appears on my card statement before I commit to accepting Jet's offer and closing my complaint.Regards, [redacted]