ComplaintsforDrJays.com

• Initial Complaint

  10/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 7 you tried to pull $9.04 from my account I have never subscribed to anything from you I have never bought anything from you put a stop to trying to take money from my account

  Business response

  10/10/2023

  Hello ****,

  DrJays.com can confirm that you have not conducted business with our website and there is no authorized transaction found. If you have come across an unfamiliar charge on your credit card, the correct action to take would be to notify your bank as your card has likely been compromised. The transaction you see was not authorized on our end, as it was caught by our security team and cancelled. We are sorry for your experience and hope your bank can help you resolve this. If you have any questions or concerns in the future, please know that we are available via Email ********************* LiveChat (by visiting our website DrJays.com), or Phone **************

  Thank you,

  ****

   

  Customer response

  10/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order ID: ******** on sunday, february 12 around 11pm. After placing the order i noticed the shipping address was incorrect. I sent an email to request the change to be made since I couldnt call or use the chat online as the store is closed after 7 pm on the weekend. On monday the 13th, i receive they reply that no change could be made as it was already processed. How could you process an order when the customer already left a notice to change the address?

  Business response

  02/15/2023

  Dear *********

  Thank you for contacting DrJays.com. We apologize for the inconvenience, but we strive to ship customer orders as quickly as possible.  According to our records, at the time your emailed was received and contacted us via chat, your order was already fully processed and was unable to be canceled or modified. Emails are answered in the order that they are received and may take 24 hours to reply.  As your order was placed on Sunday 2/12/2023, you order shipped off first thing Monday morning, 2/13/2023. Your order has shipped the the address provided at the time of checkout and is unable to be changed. So sorry for the inconvenience. We have refunded your shipping fee of $20.95 USD. Thank you and have a good day!

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order ******* on 11/20/22 for 5 items totaling to 121.68$. I contacted this company about not receiving my order and requested a refund. Package tracking 1Z814RA0YW08431907 says delivered 11/23/22. **************** rep said they will do an investigation and get back to me. Couple days went by I contacted them again and was told its still being investigated. On 12/11/22 I get an email stating they submitted claim with carrier and the package was delivered properly. I emailed them back and never received a response after that. The company just waited a couple days to lie to me and give me the same information I can see online. The tracking doesnt say anything about where the package was delivered it just says delivered. I also contacted *** and they told me no investigation is associated with the tracking number. I am requesting a refund before I dispute this charge and give my bank this information.

  Business response

  12/21/2022

  Dear *********,

  Thank you for contacting DrJays.com and sorry to hear about your unfortunate situation regarding your missing parcel. As a result, we have applied a full refund of $121.68 to your credit card ending in 6741.  It may take your card issuer approximately 3-5 business days to post your credit.  If you have any questions, please feel free to contact us. Thank you and have a good day.

   

  Regards,
  Preston D
  DrJays.com Customer Service
  Service@********************
  *************
  
  

  Customer response

  12/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  05/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #******* Tracking # *** 1Z814RA0YW04556629 Order Date 5/6/22 Total Amount including Shipping $101.44 I've been a customer of Dr **** since 1/2020 & have placed numerous orders w/o incident. I placed an order w/ Dr**** on 5/6/22 for my husband's birthday. My home is EXTREMELY close to the ************** experienced issues when left out front. Our front steps are literally 3 feet from the sidewalk. In my shipping address I ALWAYS put " BACK DOOR!!! " In the second line of the address. The back door is 15 STEPS from the front, w/ a covered **************** cameras. We've never had a single issue when these directions are followed & are always included if there's a spot for delivery instructions. While at work on 5/12/22 around 9am, I got a notification that the package was delivered. Unable to leave work to retrieve it & with several other successful deliveries I wasn't too worried. I arrived home & immediately noticed the package wasn't anywhere to be found. Not at the BACK DOOR, FRONT OR EVEN THE MAILBOX. I even walked around by the neighbors looking Incase the address was ***************** misdelivered. No luck. I log onto *** and track the order. It says delivered to FRONT DOOR, meaning it sat out front all day out in the open, not as instructed. No photos of where it was put either. I contacted Dr **** in a panic as my husband birthday is this weekend. The *** basically brushed me off, offered no resolution & said they'll need time to investigate. I begged her to track it & see for herself. I got no follow up email about the issue, no offer of overnight replacement, store credit or refund. Nothing. I've been a good customer! I tried to express the urgency of the situation & that I've never had a problem before. I felt completely ignored & swept under the rug. I ended up having to rush out, invest more time & money to purchase other items similar to the ones ordered to salvage my husband's birthday gifts. I'd appreciate this being legitimately addressed.

  Business response

  05/14/2022

  Dear **** and BBB,

   

  Dear **** and BBB,

  Thank you for contacting DrJays.com. I am sorry to hear that *** did not follow your instructions with "Back Door!!!" printed on the second line of your shipping address and I am sorry to hear that your package was stolen. A federal crime has been committed against you and we highly advise that you contact your local law enforcement to file a police report for stolen property. I have approved this missing package claim and we are happy to assist you with a store credit in the full amount of your order $101.46. Our system would require we ship future orders to an alternate address a minimum of 1 mile away to prevent further theft when a package goes missing when we assist with store credit or a replacement. Please contact me by phone so we can make special arrangements for your account if you are unable to provide an alternate address for your future orders. We thank you for being a valued customer here at ********************. I look forward to speaking with you.

   

  Regards,

  *********************

  DrJays.com

  **************

  Customer response

  05/14/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  ***************************
  
  
   
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a order on March 29th 2022 for order # ******* it was for clothing. The price of the order was approximately ***** with shipping. I put the correct address on my order and it was never delivered to me. The tracking says it was delivered to a mail room in ********* **. I live in a apartment building that doesnt have a mail room or anything of the sort, our packages get delivered to our door. I have camera footage from that day showing no one ever came or delivered anything. I contacted Drjays.com and never got a response regarding this issue Ive been completely ignored. This is the shipping link I was sent. https://www.ups.com/track?loc=en_**&tracknum=1Z814RA0YW29570852

  Business response

  04/21/2022

  Dear *******,

   

  Thank you for contacting DrJays.com and sorry to hear about your experience. I have attempted to contact you via phone and email but was unable to reach you. I would love to help you with this matter. As you did not receive your parcel, we have a replacement of your order on hold for you. Please provide us with an a new delivery address where we can safely expedite your package. We request an address where someone will be available for the delivery. If you do not have an alternate address, we can have your package held for pickup at a local **** Please contact us via email, chat or phone for quickest assistance. We look forward to hearing from you.

  Regards,
  

  ******************
  DrJays.com Customer Service
  [email protected]
  (888)4-DRJAYS

  Customer response

  04/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 4/06/2022 I paid $142.17 for 3 jackets under order #*******. I never received the any of the jackets. I contacted customer service with little to no help and all I wanted was what I originally paid for or a replacement/refund. It is now 2 weeks later with nothing resolved. I can include receipts if needed. I heard great things about this site and wanted to order for a while. I finally saved the spare money to treat myself a little and this has turned into a nightmare

  Business response

  04/19/2022

  Dear Tyler,
  Thank you for taking my call. It was a pleasure speaking with you.  At this time, the investigation has concluded. We have provided you store credit to your DrJays.com accountStore credit never expires and is automatically deducted from your next order. We do apologize for the inconvenience and strongly recommend always shipping to a location where someone is available to safely receive deliveries. Thank you and have a wonderful day!

  
  Regards,
  ******************
  DrJays.com Customer Service
  [email protected]
  (888)4-DRJAYS

  Customer response

  04/19/2022

  ****************** from DrJays gave excellent service and assistance in resolving this problem. Thank you for reaching out 
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

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