Jet.com

We apologize about the confusion with Mr. [redacted]’s order. Upon further investigation, we have determined that each of Mr. [redacted]'s emails have been responded to in a timely manner. On 1/26/16 Mr. [redacted] requested that his refund be issued to a different card than the item was initially purchased on...

and was told we cannot do so and that the refund will be issued back to the original card. On 2/7/16 Mr. [redacted] informed us that he had returned the item, this email was also replied to the same day. The item was returned back to our trusted retail partner on 2/4/16 and the refund was settled on 2/11/16 back to the card Mr. [redacted] originally purchased the item on. We received another email asking if we were going to reply to any of Mr. [redacted]’s emails on 2/9/16, this email was replied to as well on the same day. If Mr. [redacted] has any further concerns, we encourage him to contact our customer service representatives by phone at [redacted] or by email to [redacted]

Complaint: [redacted]
I am rejecting this response because:
The drone is being refunded by [redacted] for issues with stability.[redacted]
Regards,
[redacted]

[redacted]  I am rejecting this response because: I paid for 70 items, and relied on Jet.com to ship 70 items. However I was only shipped 4 of the 70 and only after I complained did Jet.com take any action. I would like Jet.com to honor their offer, which upon payment I accepted, and send me the remaining 66 items of my order or send me comparable items, as Jet.com is still selling like and kind items by the same two manaufacturers in which I ordered. I do not accept that this was an error, I feel that this was deceptive - the first representative I talked to a Jet.com said that the incorrect quantity of pots could be reordered when they we back in stock  - a note of which was placed on my account. Only when I received the subsequent incorrect quantity of [redacted] trays and I contact customer service again was emailed back that BOTH items were listed incorrectly. I find this to be a ridiculous response to sending out the incorrect quantity, I relied on theses orders to be delivered as paid for and Jet.com has a duty to fufill it's end of the agreement. These issue has left me and my business in limbo as I was relying on Jet.com to send complete orders of the pots and flats.

[redacted] placed an order on Jet.com on November 25th, 2016. He then wanted to cancel the order after the window for cancellation had passed. On Jet.com orders are not able to be canceled once the 30 minute window has passed. [redacted] wanted to cancel the order and was told that he could not do...

so on December 7th, 2016. The order was cancelled the following day December 8th, 2016 by the Trusted Partner that was fulfilling the order due to the item being out of stock.Jet.com sincerely apologizes for any and all trouble this has caused [redacted]. If he has any further questions or concerns he may contact the Jet heads at [redacted], or email us at [redacted]

Ms. [redacted] placed her order on 7/31/2016. Our trusted carrier received the package on 8/2/2016. Ms. [redacted] spoke with our Jet Heads on 8/2/2016 and was asked to wait 24 hours, as sometimes the tracking information can take 24-48 hours to update. Ms. [redacted] was also given a service credit for the...

inconvenience. Ms. [redacted] spoke with our Jet Heads again on 8/4/2016. Our Jet representative informed Ms. [redacted] that according to the tracking information her package was scheduled for delivery on the next business day. Ms. [redacted] reached out to our Jet Heads again on 8/5/2016 to let us know that she did not receive her package. According to the tracking information from our trusted carrier, the package showed as delivered. Because of this, we asked Ms. [redacted] to contact her local police department to file a police report. Jet.com confirmed that since the tracking number on the package shows delivered, a police report may be filed. We understand the inconvenience this may cause and we sincerely apologize to Ms. [redacted]. In these situations we do ask that a police report is filed before further action is taken. Once Ms. [redacted] has filed a police report she may contact Jet.com’s Refund Department with the police report number by email at [email protected] or by phone at 1-855-538-2078 and we will be happy to assist.

[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.
[redacted]
[redacted]

[redacted] order was originally placed on September 4th, 2016.  [redacted] first contacted Jet.com on September 27th, 2016 informing us she had not received her order despite the tracking information showing it was delivered on September 7th, 2016.  [redacted] was offered a...

replacement, however Jet noticed a discrepancy in her address that may have prevented the order from arriving the first time.  Jet cannot change or update any personal information pertaining to an account due to the security risk. [redacted] was provided with a credit on her account and advised to update her shipping address before replacing this order.  [redacted] contacted Jet.com again on September 30th, 2016 informing Jet that she had updated her shipping address and wanted a replacement or refund. It appears that the replacement order did not go through and for that Jet.com greatly apologizes and has refunded [redacted] in full. If [redacted] has any questions she may reach out to Jet’s friendly JetHeads via email at [redacted] or phone at [redacted]

Jet is very sorry that Ms.
[redacted]’s order did not arrive within our estimated shipping time. Jet offers free
shipping in 2-5 business days on all orders over $35 and offers 2 business day
shipping on everyday essentials that come from our Jet warehouse. When Ms.
[redacted] contacted us about the...

delay in her items, Jet began researching her
order to see where it was in the process. Jet can only cancel an order within
30 minutes of the order being placed but we were able to make an exception for
Ms. [redacted]. Her order was canceled on October 22 and all pending authorizations
were voided. Because Ms. [redacted]’s order was canceled, Jet did not want her to
lose out on the 20% offer she was given so our supervisor awarded a credit that
covered the discount she received (plus a little extra) that she can use on a
future order.

Jet.com would like to sincerely apologize about the incorrect quantities that Ms. [redacted] received and any inconvenience this has caused her. Unfortunately, as Ms. [redacted] mentioned, both listings contained incorrect quantities and have been removed from the site, therefore making them unavailable for...

purchase or re-order of the remaining quantities. Because of this, we have issued a full refund of $36.77 to Ms. [redacted] and a credit of $6.52 to her Jet.com account for the promotional code she had used and both of the items she did receive are hers to keep.

We sincerely apologize about the delay in Ms. [redacted]’s order. The delivery dates listed on Jet.com are estimated delivery dates, not guaranteed. Unfortunately we were unable to cancel Ms. [redacted]’s order when she had requested the cancellation, due to the current status of the item with our trusted...

retail partner. Although we were unable to cancel, we told Ms. [redacted] that she was welcome to return the item for a full refund once she received it, and that we would schedule a pre-paid pick up for the return. The TV has since shipped to Ms. [redacted] and has an estimated delivery date of 2/11/16 through [redacted]

Jet.com sincerely apologizes for any inconvenience we have caused Mr. [redacted] regarding his order. Mr. [redacted] placed the order on May 14, 2016 which shipped out on May 16, 2016. The order was attempted for delivery on May 17, 2016; however, the shipping company could not get a hold of Mr....

[redacted] to schedule a delivery date. Several more attempts were made up until June 2, 2016 when the shipment was returned back to the sender. The full refund was processed on June 23, 2016 for Mr. [redacted]’s order. Mr. [redacted] can see this by logging into his Jet.com account on his Order History page. If Mr. [redacted] has any further questions, 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 out.

Jet.com apologizes that Ms. [redacted] did not receive the correct item and has had an unpleasant experience with Jet. On March 29th, 2016, Ms. [redacted] had ordered a Nikon Camera and did not receive all of the extra items that were listed. This was because of a discrepancy with several merchants fulfilling...

the same or similar product tied to the item listed on Jet.com.  When Ms. [redacted] purchased the Nikon camera, the order was given to our trusted merchant, and they sent Ms. [redacted] the item that was listed on their end.  This item did not include the extra options that Ms. [redacted] had ordered.  Due to the inconvenience that Ms. [redacted] was experiencing, we proposed two options. Ms. [redacted] could return the item for a full refund, or she could keep the item that she received, and we would honor a credit on top of that. Ms. [redacted] chose to return the item on April 8th, 2016.  We then sent Ms. [redacted] a return label so she could do so. Ms. [redacted] informed us that the card she used on her order was deactivated due to fraudulent charges. Jet.com has not had a breach in our security.  When credit card information is entered into a Jet.com account, that information is stored with a third party company and is encrypted for ultimate security. Our transaction history for Ms. [redacted] card state that a credit was settled on April 19th, 2016 for the full refund of $469.00. We want to advise Ms. [redacted] to contact her bank to obtain these funds back to her bank account. Jet.com apologizes for the inconvenience, and if Ms. [redacted] has any further questions or concerns, Jet.com is more than happy to assist. Ms. [redacted] can contact Jet.com at ###-###-#### or email us at [email protected].

Hello [redacted]I want to apologize for what has happened with the cellular device you ordered from Jet. This is not a situation we want to see happen to our members. After reviewing your account, I am happy to see that our team has already taken care of you in the form of a partial refund. You should...

see this partial refund return to your payment method within 2-5 days from the day it was submitted, August 28th, 2017. If you have any questions or concerns, feel free to reach out to us at [redacted] Alyssa T.Jet.com

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 shopper. Jet 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 Jet. This practice is not clearly explained in an appropriate location on Jet.com, nor visible to the consumer prior to placing an order. When the shopper purchases items from Jet and the total amount of their purchase is immediately collected, subsequent charges should not be allowed. Packing slips are not contained in cartons, nor an invoice/receipt. I was told I'd have to take screen shots of my purchases. This is virtually impossible to do with smartphones and tablets. I also did not receive an order confirmation and was told it was a computer glitch on Jet's end. Associating all those multiple charges to my initial purchase was difficult and time consuming, possible only after the charges stopped.

Jet.com apologizes for the troubles Mr. [redacted] had with placing the order of [redacted] Gaming Card. Our intentions were not to change the price of the item, and we would like to make this right for Mr. [redacted]. If Mr. [redacted] is willing to give Jet.com a call, Jet would be more...

than happy to place a one-time credit on his account to make the price of the [redacted] Gaming Card the original price that he had initially found the item at. When Mr. [redacted] is ready to place the order he can reach out to Jet.com by phone at ###-###-#### or by email at [redacted].

[redacted] purchased Nexus 5x H791 on October 30th, 2016 and notified Jet.com this cell phone does not have a US warranty and is not supported by LG on November 25th, 2016. Jet.com has made the item unavailable and will be reviewing the listing.  Jet.com has provided [redacted] with a return...

shipping label, at no additional cost, that he can use to return the Nexus 5x H791 for a full refund. Jet.com has provided [redacted] with a credit to his Jet.com account for the inconvenience that has come as a result of his order. If [redacted] has any further questions, he may contact one of our friendly JetHeads by phone at [redacted] or via email at [redacted]

My name is [redacted]. I want to start off by apologizing for the situation that we encountered with your recent order. This is not the experience we want our members to have while shopping with Jet and I can honestly say this is not something we see happen often. However, our member’s security is our...

number one priority and I want to assure you that our Order Verification team is here with your best interest in mind. I would be more than happy to look into your account and find a way that we can make this up to you. After reviewing the listings from your first order, I can see that the night stand and the picnic table are currently in stock and cheaper than the original price listed during the time of your first order. Unfortunately, the mattress and the bed frame from the order are out of stock at this time. We would absolutely love the opportunity to make this up to you and show you how a Jet order is supposed to go. I have added a substantial credit to your Jet account that you may use on a future order. To use your credit all you need to do is proceed to the check out when you are ready to place your next 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, concerns, or feedback you can reach out to us any time at [email protected].

Jet is very sorry that Mr. [redacted] did not receive the watch that he ordered.  On March 19th our order verification team called and spoke to Mr. [redacted] requesting information about his billing.  Upon receiving this information Jet then resubmitted this to our order review team.  The...

order was declined a second time, and Jet then emailed Mr. [redacted] requesting documents for further review.  Jet has not heard back from Mr. [redacted] regarding this order.  If Mr. [redacted] would like to reopen this case, Jet asks that he reviews the email sent to him on March 19th requesting for additional documentation to proceed with the review process.  Jet looks forward to hearing back from Mr. [redacted].

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

The listing on Jet’s website
was for a [redacted] Throttle or Adjustable Slide Mount. The title
contained an error as there was no way to select one or the other item.
Pictures of both products were shown and clicking on either image was for
viewing purposes only and did not indicate a...

selection of what item would be
ordered. As soon as Jet was made aware of the error, the listing was corrected
to accurately reflect that it was for the Adjustable Slide Mount. We are very
sorry that Mr. [redacted] had this experience on our site. We have sent Mr.
[redacted] the [redacted] Throttle and he can view tracking information for this
item in his Jet account once it is available.