Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Tuesday, 11/19/24, I purchased a sweater from Jenni Kayne as a Christmas gift for my mom. The package arrived on 11/29/24 but was stolen from my doorstep. Given that this was a gift, I repurchased the item in-store, hoping customer service would resolve the issue. The total cost of both sweaters was $761, with the stolen sweater alone costing $407. Jenni Kayne filed a claim with *****, but I was told I would have to wait for their response. Its now been six weeks, and ***** has not responded, yet Jenni Kayne continues to place all financial responsibility on me. Despite multiple attempts to resolve this, I have received no recognition of their involvement or liability. When I contacted Jenni Kayne support, I was informed they are not liable for lost or stolen goodsinformation I was not made aware of during the purchase. I raised this concern with management and was directed to the *** section of their website, where the non-liability policy is disclosed. This information being buried in the ***, rather than clearly stated in the "Shipping Policy," is misleading and unacceptable. Furthermore, the "Shipping Policy" fails to clearly disclose this crucial information, mentioning non-liability for lost or stolen items only in the "International Shipping" section, while completely omitting any reference to this policy for domestic shipping, which directly applies to my case. The failure to disclose this critical information in the "Shipping Policy" section violates Chapter 93A: The Massachusetts Consumer Protection Act. Jenni Kayne did not inform me about their non-liability for lost or stolen goods in a clear, upfront, and conspicuous manner. Hiding this information in a less prominent section and failing to apply it to domestic shipping amounts to unfair or deceptive business practices. Had I known, I would have opted to ship the sweater to a local store or purchased it in person, given my proximity to one of their in-person location.

  Business response

  01/29/2025

  Hi *******, 

  It appears that our team connected with your father just yesterday regarding this order and it has been resolved. 

  We appreciate you taking the time to let us know about your experience. If you should need anything else, please do not hesitate to let us know.

  Customer response

  02/01/2025

   
  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.

  Its both disappointing and confusing that it took the intervention of a 60-year-old man to reach a reasonable outcome. Im embarrassed that instead of a problem-solving approach, my input was disregarded. Id be interested to know what additional information he provided that differed from the facts I presented, which made the company more willing to adjust a policy the company repeatedly stated was inflexible to me. 

  
  Sincerely,
  
  ******* *****

*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. ↩