Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding order A000068584. I placed this order for 2 Easter bunny dresses and 2 rompers for Easter pictures. We are getting pictures tomorrow and we recieved the dresses today but not the rompers. I notified customer care and asked if the rompers were shipped separately. I was advised they were shipped together and they refused to help.

  Business Response

  Date: 03/06/2024

  Hello,

   

  Customer was provided to a refund on 3/4/******* *******

   

  Thanks,

  ********

• Initial Complaint

  Date:08/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order J05150637 I placed this order above and the items in the order went on sale. Janie and Jack has a 7 day price adjustment policy which applies to this order. I contacted customer service for a price adjustment and was told they could not adjust the price because I used a coupon. On a previous order there was a 20% off sale and I was able to use a coupon. If I waited until the 20% off sale and ordered the same items in the order number provided I would be able to use the coupon and get the entire order for about $20 less. ******** service agent told me I could return the items to get the sale price but I would no longer have a coupon because I used it on the order. What sense does that make? This is a faulty policy. I would like the price adjustment made to my order because if I waited for the sale to make the order I would get this order for $20 less.

  Business Response

  Date: 08/29/2023

  We are sorry to hear frustration regarding our Price Adjustment Policy. We do have a policy that we follow in fairness to all of our customers. We are happy to offer price adjustments for promotions that *** begin within 7 days of a purchase date provided a discount has not already been applied to the order. The use of a coupon or a purchase made during a site promotional event, would render an order ineligible for Price Adjustment. Please also reference specific terms and conditions relating to coupons or promotions that state as follows. "Purchases made with a coupon or a promotion code are not eligible for a price adjustment." *********************************************************************
  
  I do see a subsequent contact relating to an order placed where the order qualified for price adjustment as per our posted policy to which a price adjustment was provided. As mentioned, in fairness to all of our customers, we do stick with our posted policy regarding a request for price adjustment. Please feel free to reach out if we can answer any additional questions. Thanks so much.
  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20422130
  
  I am rejecting this response because:
  Do you not see that I could have waited a couple days and would have been able to use the coupon on top of the sale? Im not sure whats not to understand there. I understand what your policy states but it makes zero sense to hold the customer accountable for using the coupon when they did. I could have also had the opportunity to get the items 20% off and not used the coupon. At the very least you could offer me another 20% off coupon. I could have just waited had I known it was going to be on sale in a short time and within the expiration window of the coupon. Isnt that what the price adjustment policy is there for?
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One item was missing and I was charged for it but I cant get my money or the item. *** tried but cant get through Also not able to return bc I cant access the printing label online. The ** code didnt work. **************** was rude and wont help. So never order online from here ** its a big loss

  Business Response

  Date: 08/25/2023

  We are sorry for the delay in response, but are happy to address. We went through some tech updates this Summer that did impact our normal processes. Seeing a prior contact to our Care team and email thread relating to a recent purchase on 6/21/23. In referencing the order in question, the item missing was confirmed as unavailable to ship and canceled from the order. To clarify, we would charge for shipped items on an order. I have confirmed that our team accurately communicated final payment for the order did not include a charge for the canceled item. Original authorization for the order amount was $146.99. The order captured payment in 2 amounts of $8.50 and $117.25 (total $125.75)

  I am also sorry for the issues with our Return portal during the time in which you purchased. We have since corrected our Returns portal issues. I can confirm a refund in the amount of $27.19 was processed on 7/25/23 for a returned item.
  
  Please let us know if we can address further. We appreciate the patience during our site updates this past Summer. We do wish to make shopping as seamless as possible for our customers and are sorry the shopping experience was impacted during our efforts to improve. 
  
  
  
  

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order J05022680 on May 31, 2023. When I placed the order it stated I would receive the order in 7 - 10 business days. As of today the order update on the link still says being processed. I am attempting to cancel the order because I will not receive it in the time indicated by the company. I have called the customer service number 4 days in a row and have left 3 messages. No one answers their customer service line and they do not call you back. The order placed is over $300 and I would like for the order to be cancelled and for my payment to be returned.

  Business Response

  Date: 08/25/2023

  Apologies for the late engagement! We are sorry to hear a placed order experienced a delay in delivery as well as the issues in reaching our Care team for additional information. We were going through site technical updates during the month of June and with that, we recognize and apologize for delays in system notifications relating to tracking information. Your order delivered the day after you reached out on 6/15/23. We have since corrected our issues in tracking notifications for our customers and do appreciate the patience as we worked to improve our site experience. I also see that our Care team responded to your inquiry on 6/22/23. We did also experience a high volume of contacts relating to issues in our tech updates, and do also apologize that it was difficult to reach us. Please let us know if we can address this concern further or answer any additional questions. Thanks so much.

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a gift card from this company. When I attempted to use it on their website, it would not allow me to. The items that I was looking to purchase were all sale items which I think has something to do with the fact that they would not let me use the gift card. I find this highly unacceptable, considering that this company has already received my money. By not excepting it, they are stealing my money.

  Business Response

  Date: 09/06/2023

  We are so sorry for the delay in response to this posting. Thank you for sending it. I am happy to see that our Care team assisted in clarifying confusing checkout verbiage that made application of the Gift Card difficult to confirm. A Janie and Jack Gift Card would indeed apply for any Merchandise purchased through our site including Sale merchandise. It looks as though our team assisted to clarify and an order was placed. Thank you again.

• Initial Complaint

  Date:05/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a disappointing experience with order, #J04952767. I was told that I would receive a notification when it's shipped. There were no notification and the order status on the website said that they were working on it and it hadn't been shipped. Here's how contacting support went:Attempt 1, live chat: Waited and recd. message - 'Agent not available'Attempt 2, phone: Provided information to a representative, call got disconnected.Attempt 3 via phone: Called back, provided all the info. again. The rep. checked and said that my order had actually been processed, shipped and delivered 3 days ago. She said that they were having problems with their notification system and multiple customers were complaining about not receiving shipping information.I live in an apartment building so I checked my mailbox and lobby but there was no package. Since this was delivered 3 days ago, I couldn't tell if it had been misdelivered, stolen or something else. The support rep. told me she couldn't help and that I should first open a case with ***** I did that, they checked and said that per their system, the package was small so probably was delivered to my mailbox (so it cannot have been stolen).I tried to contact support again and this time:Attempt 1, phone: Put on hold, the call got disconnected.Attempt 2, chat: I told the representative that as per their instructions I contacted **** but they couldn't help. I was told, first by her and later by a supervisor via email, that even though their notification system is having problems that is affecting a large number of customers, since the **** status says that it was delivered, they can't help and that I should contact my credit card provider for any help.At this point, I have no idea if the package was actually delivered, stolen or something else. Assuming this delivery was actually made, if their notification system worked, I would have been informed of it and wouldn't have let the package sit wherever it did for 3 days.

  Business Response

  Date: 08/25/2023

  We appreciate the contact regarding issue with receipt of order. In reviewing prior communications with our team, I do confirm a Supervisor within our Care team reached out in response on 5/17/23 to a report of an order not received. Tracking information for the order shipped 5/9/23 and delivered 5/12/23 was provided through email. We are sorry for issues in our automated shipping notifications that were sending during the time in which the purchase was made. Relevant tracking was provided in follow-up and **** confirmed delivery of the order. We would not provide an option of a refund or a reship for an order with a confirmation of delivery completed. Please let us know if we can address further. Thanks so much.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attached is an email to Janie and Jack customer service. I have reached out a total of 3 times asking for a response. I bought an outfit for my daughter and got home and saw online that it was ~$20 cheaper. I emailed them asking them to price match it and just simply wanted a response yet no one thought it was worth getting back to me.

  Business Response

  Date: 01/25/2023

  Hello,

   

  I can see that our team replied to your emails on 1/17 and again 1/19 (both emails are attached to this response) which could have possibly gone to your spam or junk folder.  Sadly, our online Care Team is not able to offer adjustments on store purchases as our online team does not have access to payments processed in store at this time.  This is something we are working on updating to better assist our Customers.  Please feel free to reach out the the store you made your purchase at to speak with them.  You can also find more information on price adjustments on our website here: *******************************************************.

   

  Please let me know if you need anything further.  

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/20/22 I placed order number J04479353. The item was shipped out on 11/26/22 I received a message stating that the order shipped. On 12/1/22 the item was delivered by ***** at 5:22pm CST. Despite a sign taped to the door that reads please do not leave packages in plain sight. Place them over the gate or deliver another day if unable to place over the gate The delivery driver placed the package in plain sight, snapped a picture of the box, pushed the bell and ran back to his truck. The recipient was not given the opportunity to answer the video doorbell to inform the driver that no one was available because he ran expeditiously from the porch. Within four minutes of delivery the package was stolen from the porch. This customer contacted ***** to file a claim/complaint and was told that the shipper/merchant would have to file the claim and ***** would reimburse the shipper. This customer then called the merchant and was told that they are not responsible for the package after delivery. This customer requested a call back from management but received an email stating that the package was delivered and there was nothing the could do. This customer requested that the merchant file a claim with *****, only to receive another email stating that they would not file a claim. This customer contacted PayPal to file a claim and the claim was in favor of the merchant because the items showed delivered by *****. The issue is that the merchant is the only one that can file a claim and they refuse to file the claim with ***** on behalf of the customer. Thus, the customer is at a loss of $254 without any assistance from the merchant. This customer has time stamp videos of the delivery and the theft, along with a police report. The merchant is demonstrating terrible customer service and disregard for the customer.

  Business Response

  Date: 12/21/2022

  Hi there,

   

  I am sorry you have had an unpleasant experience with us.  ****** ***** will not accept responsibility for a claim where they have photograph proof a package was delivered.  The typical course of action for this type of situation is to file a dispute / chargeback with your financial institution, which you have done.  Please let me know if I can assist in any other way.

   

  Best,

  **********

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18620115
  
  I am rejecting this response because:

   

  Your company is not even attempting to file a claim with ****** Even if ***** has a picture to show delivery, I have video to reflect that their driver was negligent. Sadly your company will not even take the initiative to file the claim on behalf of your customer. I'm sure that you're aware that I am unable to file the claim because I am not the shipper. If it was easy for me to file chargeback then I would have already done so. I purchased these items with cash using PayPal and paypal will not go beyond their standard policy. PayPal used the delivery confirmation to make a decision in favor of Janie and Jack. ***** should be required to pay for this. However, your company refuses to intervene on my behalf. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/13/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/11/22 I placed an order (J04599154) for two pairs of bow ballet flats, one a size 3 and one a size 4, and I had paid $25 for 1 business day shipping. On Monday, December 12th, I was notified that part of my order was cancelled. I then tried to call the customer service line and got no one on the line, so I turned to the chat option on the website. I spoke to a representative named ******* that informed me that the item that was cancelled was due to it being out of stock, but after checking again they said that the item was available and that they could send me the item they cancelled if I paid another $25 for 1 business day shipping. When I refused to pay another $25 for their mistake, ******* told me that they would speak to a manager to see if they could override the fee, which the manager would not do, and then all of the sudden the product was out of stock again. Upon receiving the pair that wasnt cancelled, I didnt even take it out of the plastic packaging and could see that the strap was already broken. So now I paid $119, shipping included in that, for a pair of shoes that was cancelled and one that was damaged.

  Business Response

  Date: 12/21/2022

  Hello,  I am sorry you have had an unpleasant experience with us.  Our inventory is managed in real time. Product availability is displayed on each product page. It is important to know that your shopping bag will not reserve the actual inventory on your order until the checkout process is completed. On occasion, items in your shopping bag can become "out of stock" before the checkout process is completed and will be removed from your shopping bag. This may occur on items with low inventory, such as sale merchandise with only 1 or 2 items left in stock.  Product returns can also bring back availability on an item that was previously out of stock. 

  You were not charged for the original canceled size 4 shoe and I can see that our Care Team issued you a refund for the damaged size 5 shoe as well as your overnight shipping fee.  

   

  Please let me know if I can further assist you. 

  Best,

  **********

  Customer Answer

  Date: 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 is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase online on 9/22/2022 and paid for expedited shipping so that my items would arrive in time for family portraits on 10/08/2022. As of 10/08/2022 I have yet to receive my items. I have contacted *************************** customer service twice and was informed both times that my package was out for delivery that day. My package didnt show up either day because according to the tracking information via DHL, my package is out for delivery in Alabama. Thats unfortunate considering I live in Virginia. When I informed customer service of this, they told me they could offer a coupon code for free shipping next time. That doesnt mitigate any loss I experienced unless I spend MORE money on their website, which Im hesitant to do given my current unsatisfactory experience. Janie and Jack has yet to offer a reasonable or realistic solution any time I have contacted them. As of now, there is no guarantee I will ever get my package and Janie and Jack has informed me the only way they can refund my purchase is if I send the items back. If I never receive the items and theyre delivered somewhere in Alabama, how am I supposed to send them back!

  Business Response

  Date: 10/10/2022

  Hello,

   

  I apologize for the unpleasant experience.  Your order was placed on 9/22 with free economy shipping, not the $25.00 expedited shipping.  Economy shipping can take up to 12 business days, as outlined on our website here: https://www.janieandjack.com/shipping-information.html?lang=en_US

   

  I can see that your package is in transit and **** has scanned the packaged this morning, 10/10/22.    Due to 10/10/22 being a **** holiday, the 12th business day for your order will be on Wednesday 10/12/22.  If your order is not received within the shipping guidelines, I would be happy to speak with you regarding a refund.  

   

  I will send this information to you via email as well.  Again, I am very sorry for any confusion on the shipping speed your order was placed with.