ComplaintsforJ.Jill

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a J.Jill credit card upon making a purchase of $91.36 on 4/27/24. The person who set up the account entered an incorrect address and no email so 1) i received the bill late and 2) I couldnt get online to make the payment. The bill was due on 6/1. After the weekend, on 6/4 I was able to reach someone at ************* and fix the account. I paid the balance of $91.38 that day. During the phone call with Comenity, they credited me $15 which I believed was the late fee as they were at fault for the payment being late. I later found out that it was only a partial credit and that the late fee was $30. Not realizing I had a balance, I didnt access the online account again. I was then charged another $30 late fee in July along with a $2 interest. Then, because the bill wasnt paid in full, they reinstated the $15 credit. So, my balance is now $62, all fees. I called multiple times and Comenity indicated that a $15 credit is all they do but the agent should have indicated that it was either a partial credit or there would be a balance remaining in the account. They did not. I understand someone reviewed the tape of the call, but the only feedback was that they affirmed a $15 credit was offered. That was never in dispute and I was not able to speak to someone who heard the call or had the transcripts. I asked them to review the call again to affirm the disclaimer was made and they said they would submit the request but it would likely be rejected as it was already reviewed. Asked to speak to a supervisor and was told that they probably wouldnt return my call as they have criteria for which calls to return. I just paid the $62 to avoid another interest charge and closed the account. Never heard of a partial late payment credit when the company was at fault. The policy is fundamentally wrong and customer service has been abysmal. This is an abusive practice that needs to be addressed.

  Business response

  07/29/2024

  ******************** emailed JJill on 7/26 alerting us of the issue she was having with Comenity Bank.  On 7/27/24 the matter was resolved by JJill by issuing a credit to her JJill Credit Card Account in the amount of $62.08.  The customer was made aware of the resolve to the complaint on 7/27/24 via email.  I was able to confirm the $62.08 has been credited to her account.
  
  ******************* will be receiving a refund check from Comenity Bank.

  Business response

  07/29/2024

  Please update the amount of the check to $62.00. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 8, 2024 I returned 2 items to J. **** at their ********************, il store. They were to credit my J. **** account $156.10. I received my monthly statement from J.Jill on June 27, 2024 and the credit for $156.10 was not yet posted. I called their ***** # about my concern. They told me to call the store. I called the store and talked to store mgr *****. She didn't want to do anything because it had not yet been 3 weeks (it had only been 19 days). She added that they might not work on Friday but would call back on 7/1/24. When I didn't get a response on 7/1/24 (now 25 days) I contacted Comenity. They told me to contact the ***** #. As I told you I have already contacted the ***** # and they referred me to the store. They're sending me in circles which I don't appreciate. I just want the refund posted to my account. Their policy to wait 3 weeks for a credit/ refund is ridiculous. Now it's well over 3 weeks and I just want the refund they approved 25 days ago .I have uploaded the receipt showing the refund on 6/8/24 for $156.20.

  Business response

  07/10/2024

  Thank you for reaching out regarding the delay in processing a refund to your JJill credit card.
  
  A credit in the amount of $156.10 was processed to the account today July 10th.  The refund should be visible in ***** hrs.
  

  The customer has been notified that the credit was issued along with an explanation of what transpired.
  
  Thank you for your paitence.

   

  
  

  Customer response

  07/14/2024

   
  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

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had received statement for my purchase in may 2024 for $ ****** but somehow I missed it or misplaced ir. since I don't use the card too often I didn't set autopay! so I called to make pay by phone payment while I was at work, but somehow I constantly got disconnected and by the time I remember to call again It was a few days overdue but still come across the same problem! so I requested the customer service to assist me to make the payment and they were insisted that I paid the $9 fee for them to help me even after I explained why I asked them to assist me! Not only that the customer service was very rude, she told me many people before me was making payment by phone and have no trouble! I was so angry that I told her to close my account after I paid them in full! Also I asked the person that assist me to speak with her manager ,she put down the phone for less than a few seconds and told me the supervisor said the same thing. On top of that I got another statement in june for $ 29 late fees! So in total I paid $38 additional fees! I don't think they care that JJill is losing businesses due to angry customers!

  Business response

  07/01/2024

  Thank you for contacting JJill regarding the issue with ****************************** has been contacted to remove the $29.00 late fee assessed on your account.  You should see the credit on your account on the next billing cycle with a $0.00 balance due.
  
  Thank you for being a JJill customer.  We truly appreciate your business.

  Business response

  07/10/2024

  Thank you for your patience while the issue at hand was researched.  Your JJill account is at a $0.00 balance due to the payment you made.  A refund check for $29.00 has been created for you today and will be mailed tomorrow.  You should see the check in approximately 10 days.
  
  Again, my apologies for the delay in responding and your patience while the matter was researched.
  

   

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a shirt on 12/15/23 for $25.87. I had not used my J.Jill credit card in several years, and somehow missed the bill (if it ever came), and once I DID receive a bill 2/7/24, I had been charged $25.87 in a late fee plus $2.00 minimum finance charge. To avoid a credit hit, I paid $53.74 on 2/7/24, which should have left my account at zero, so I have not looked at a bill received because I knew I had paid this in full and not purchased anything else.I received a bill today 5/31/24 for $30- J Jill had charged the following on my account:- 2/22/24 $2 minimum interest charge - 03/18/2024 LATE FEE $2.00 - 03/24/2024 minimum interest charge $2 - 04/18/2024 LATE FEE $6.00 - 04/23/2024 minimum interest charge $2.00 - 05/18/2024 LATE FEE $14.00 - 05/24/2024 minimum interest charge $2.00 I called customer service to figure out WHAT had occurred. After explaining all of this to the representative, she offered to deduct $10, as long as I paid the $20 today. After agreeing to that, I attempted to clarify that my account had a zero balance, but she told me that there would be a $2.00 minimum interest charge that I would need to pay AFTER 6/18/24. This $2.00 is not currently on my account, I paid the account in full today, but I will have another charge on my account? I am a highly educated woman, and this makes no sense to me! Im trying to keep J Jill from a derogatory **** on my credit report, so Ive already paid *********** $73.74 for an original purchase of $25.87, AND I have to call back AFTER 6/18/24 to pay an additional $2.00. I DO NOT understand how this practice can be legal!

  Business response

  06/03/2024

  Thank you for your message regarding **************** Bank.

  
  I took the liberty of forwarding your complaint to Comenity a refund check in the amount of $75.74 will be created on 6/4/2024.  The refund includes the $2.00 that will be assessed on June 18th.  Please log in to your account to pay that amount to avoid any further charges.
  
  Please accept my apologies for your experience with **************** Bank and thank you for being a JJill Customer.

  Regards,

  Beverley

  Customer response

  06/03/2024

   
  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

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was shopping in the fall at West Farms Mall in West Hartford ct. I identified approximately 650$ in merchandise I purchased at J.Jill. They offered a discount if I signed up for a credit card, which I did since it was such a large purchase. When the bill came, I paid 100% of the bill on the day it was due. J.Jill sent me a follow up bill the next month for approximately 8$. I assumed mistake with their billing and timing of the payment vs mailing a paper bill. The next month the bill is now 16.70 and today I received a mailed bill and a phone call asking me to pay 35.49$. The woman I spoke in 3/4 confirmed that I owe money on the cc even when I paid it in full 100% on the due date. How is this legal, fair, or reasonable?

  Business response

  03/07/2024

  Thank you for your patience while I researched the complaint.
  I reached out to Breadfinancial who manages the JJill Credit Card.  Here is their response of the charges incurred on the customers' account.
  The account had a due date of November 18, 2023.  The payment was not received until December 7, 2023.  Thus, a late fee was assessed.  Each month after that there were fees associated with non payment.

  November 18, 2023:  Late fee in the amount of $30.00 assessed.
  November 23, 2023: Finance charge in the amount of $15.75 assessed.
  December 7, 2023:  Payment received (out of grace period). $626.97.
  December 24, 2023: Residual Interest Charge in the amount of $7.35
  January 18, 2023:  Late Fee in the amount of $7.35
  January 24, 2024:  Minimum Interest Charge in the amount of $2.00
  February 18, 2024: Late Fee in the amount of $16.70
  February 22, 2024: Minimum Interest Charge in the amount of $2.00
  Total Charges and current balance:  $35.40

  As a courtesy I will be crediting her JJill Credit card in the amount of $35.40 as this is the most recent balance as of today 3/7/2024.  I would suggest the customer check her balance after this adjustment posts.  She should see the credit in about 48-72 hours.
  
  Thank you again for your patience.

   

  Customer response

  03/07/2024

   
  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

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order number *****673. Purchase price included shipping $ 114.30 1/18/24. Order shipped on 1/19/24 as of today 2/1/24 order remains in Memphis Tennessee and as remained in same location since 1/22/24. I’m asking for a refund to my credit card. I’ve placed 2 calls to jjill it’s been 9 business days and their policy is 7 and they now want more time asking for 14 days before they say the package is lost. Just want refund , will not be placing more orders with this company Thanks,

  Business response

  02/05/2024

  Dear Ms. *****,

  I have reviewed your complaint and traced the progress of your order.  Due to serious weather conditions across the United States UPS shipments have been delayed.  I apologize for the agent not relaying that bit of information with you and the reason they had wanted to give the package a few extra days.  I refunded your order for the shipping charges of $10.65 as a onetime courtesy.
  
  Tracking of your package today said it was delivered by the Post Office Friday 2/2 @10:30 A.M at Garage/Other Door.  Tracking information is attached.
  
  Please feel free to reach out if you have any questions.

  Your shipment
  **************6840
  
  
    Delivered On
  Friday, February 02 at 10:30 A.M. at GARAGE/OTHER DOOR/OTHER LOC
  
  
  
  Tracking Status
  Delivered by Local Post Office

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2023 I ordered from JJILL. Return same in December 2023. Still had an unexpected charge on my bill for return charges even when using a post paid envelope provided by JJILL. If the information was available, it is not evident enough. I then called to question this and cancelled my card in late December 2023. I sent a letter refuting the postage charge. Meanwhile, In January I was assigned a customer service and late fee of $32 - on a closed account with a charge that was refuted and about which I had received on clarifying answer. ******** customer service was wholely unhelpful, preferring to read from a card rather than listen to the customer and assist. I request a refund of the late fees.

  Business response

  01/17/2024

  Please accept my apologies for the delay in responding.  I have just returned from vacation.  I had an opportunity to review the customers complaint and profile.

  January 10, 2024, the return label fee in the amount of $8.95 was refunded to her JJill Credit Card Account.
  January 12, 2024, the customer was issued a $25.00 gift card with our apologies.
  January 17, 2024, ******** Bank removed all charges.  Unfortunately, there was a small balance due of $1.83.  This amount was credited to her account by JJill on the 17th as well.
  
  Once the credit of $1.83 posts the account will be at a $0.00 balance.
  
  Again, my sincerest apologies for the delay in my response.

  
  
  

  Business response

  01/17/2024

  Please accept my apologies for the delay in responding.  I have just returned from vacation.  I had an opportunity to review the customers complaint and profile.

  January 10, 2024, the return label fee in the amount of $8.95 was refunded to her JJill Credit Card Account.
  January 12, 2024, the customer was issued a $25.00 gift card with our apologies.
  January 17, 2024, ******** Bank removed all charges.  Unfortunately, there was a small balance due of $1.83.  This amount was credited to her account by JJill on the 17th as well.
  
  Once the credit of $1.83 posts the account will be at a $0.00 balance.
  
  Again, my sincerest apologies for the delay in my response.

  
  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Returned items at local jjill figgarden Fresno ca On Dec1 2023 One item of $170 was returned total of return was $343 $172 was not returned Another return $134 showed on purchase history but didn’t show on transactions until Dec26 Returns all items on current bill and repeat larger item and a pl jacket And the transactions show up $102 and $98 But $172 hasn’t showed up

  Business response

  12/29/2023

  Good afternoon -
  

  I want to first express my sincerest apologies to the customer for not seeing the credit posted to her account.  I did some research with the bank and discovered there were some transmission errors during the time frame the credit should have been posted.  Comenity is diligently working to correct the issue, but in the meantime, I processed a credit to her JJill credit card today in the amount of $172.28.  The credit should post in about 48-72 hrs.
  
  Comentiy has assured me that all charges related to the error will be corrected on their end and the customer will not see any.  There is also a possibility the customer will see a duplicate credit when the bank corrects the transmission issues.  If she does it is hers.
  
  Again, my sincerest apologies for the delay in posting the credit.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number 265***** was ordered on 11-26-23. I paid $10 for shipping. That was THREE weeks ago and I still have not received the order. This is a Christmas gift that I need IN TIME FOR CHRISTMAS! I emailed J Jill multiple times but J Jill rejected all my emails. PLEASE MAKE THIS RIGHT. NEED THE PACKAGE ASAP OR NEED A REDUND ASAP!

  Business response

  12/18/2023

  I tracked Ms. ***** package placed on 11/24/23.  The package appears to be lost in transit.
  A new order has been placed at a $0.00 cost to the customer.  The order # is 6708**** and is being shipped for overnight delivery.  The package should be received Wednesday.

  I do not have an explanation for the rejection of her email address we had on file.  I took the liberty of changing the email on file to the one provided in the BBB complaint.  This may ensure she receives order and shipping confirmations.

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2******8, and find that this resolution is satisfactory to me. Thanks to the business for doing the right thing!
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been other complaints prior. Same problem - trying to pay my bill online but I can’t because I keep getting a message “not secure”. I tried calling and that was a joke. Couldn’t even reach a PERSON at first. Finally I was sent a link to ******** Bank and that page had a red warning. WTH?? That was a week ago - I tried again today - SAME issue!! Worried about late payment charges and my credit!! They also (JJill) treated me like I was senile

  Business response

  12/22/2023

  12/22/23 @1:40pm I left a message for the customer to call me back so I could help her with the issues she has been having paying her JJill Credit card on line.  Her account was checked and I see a payment was made on 12/20/23 and there is a $0.00 balance on her account.  I did not see any late fees posted as of today.  However, if there are any I will have them reversed.
  
  The message asked her to give me a call so I could help her.  I was also reaching out to ******** Bank to have her Credit Report reversed if there were any negative marks against her.
  
  The response from the bank may take up to 3 wks at which time I will respond to the customer via telephone call.

*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. ↩