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Complaint Details
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Initial Complaint
12/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 upBusiness 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
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
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 senileBusiness 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.Initial Complaint
12/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 11/13/23 I returned an item in the amount of 75.54 to the Jill store in Braintree, ma. As of today, 12/8/23, the refund has not been applied to my Jill credit card. I have made numerous calls to Jill concerning this and was assured they identified the problem which was caused due to a nationwide change in their registers. This caused my credit to be applied to a **** card ending in **** which does not belong to me. They said it was an error and would be corrected which it has not been. Most recently I was informed by the store manager in Braintree that according to her district manager they don’t know how long it will take to resolve. I now am incurring an additional 7.28 on my card as a finance charge. I want my credit processed immediately and will then close this account. Very poor expedition of resolving this error. I am at a loss where to go next and need assistance to get this matter resolved.Business response
12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date
Adjustment
($75.54)Business response
12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date
Adjustment
($75.54)Business response
12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date
Adjustment
($75.54)Business response
12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date
Adjustment
($75.54)Initial Complaint
11/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Oct. 17 I asked my bank to pay my Jjill bill on Oct. 23. The due date was Nov. 1. A check was sent by the bank on Oct 23. I received my Dec. bill today with a late fee of $40 and interest of $5.89 because the check was not processed until Nov 6. The check traveled 300 miles but I was told if paying by check you must allow 14 days for processing. Its that customer service or another lucrative source of income?Business response
11/20/2023
Good afternoon -
I reached out the bank and was told there were adjustments already made to the account. The account was closed by the customer and charges have been removed. ($5.89 of interest and $15.00 of the original $27.00 late fee.) The bank has been requested to remove the remaining $12.00 late fee. I was also informed there was no $40.00 fee.
As soon as I hear back from the bank on the removal of the additional $12.00, I will respond with their answers. I am also checking on the 14-day processing and when the check was actually received by the bank.Customer response
11/20/2023
There was indeed a $40.00 late fee. I did close my account so i cannot get a copy of the statement to check. Are you able to get the last statement showing the late fee and interest?
****** ****** The bank sent the check on Oct 23 and it should have arrived on time.
ee Regan
Customer response
11/22/2023
Complaint: 208*****
I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Sincerely,
****** *****Customer response
11/25/2023
On 11/9 return for $42.63 after paying bill in full
late fee in Nov for 27.00
interest fee 5.89
i feel I am due $43.63.
Comenity says $30.63
where is my $12.00?* *****
Business response
11/28/2023
We have been in constant contact with Comenity Bank. The Bank has forwarded our request for additional information to the Complaints Department, which is still investigating the matter as of 11/20. The bank indicated that they left a VM with ****** to let her know it is being investigated. We have also requested copies of her statements showing the various fees and credits.
I am continually working on the matter to get to a resolve.Business response
12/04/2023
On the 29th of November the bank informed me a credit in the amount of $12.00 was posted to the consumer's account. Her credit balance is $42.63.Business response
12/04/2023
On the 29th of November the bank informed me a credit in the amount of $12.00 was posted to the consumer's account. Her credit balance is $42.63.Initial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
when i go on line to make a payment to jill, Att, these accounts will not let me get to account to make a payment. when you call they keep you on hold hoping you will hang up. the sound goes in and out. this happens every time that i try to make a payment. my credit is good and would like to keep that wayCustomer response
11/02/2023
Jill called today. My problem goes unanswered. I tried to tell the lady that my problem is not changing my user name and password. Im quite capable of doing that. I explained that I have to call a number to pay my bill. Ive had account for at least 15 years. I asked her to please review my account. I want you to see that i have made my payments on by phone. she said it would take awhile to investigate. i asked please invest my account. i have paid my bills on time. i said please look into my account. i explained that you should have looked up my information before calling me. i said i will contact the bbb again to let them know you have not helped me. i said take what time you need. after looking at my account call me back.1 or 2 months ago i had a minnie stroke. i explained getting upset is something i can not afford to do.i told her that i will get my nephew to call you because you don't understand. ******** ****** ****** or my brother *** ******. i didn't tell her i have a masters degree. i could not get her to listen to me. i want you to know she did not help me. all i want is to go online and make payments. as always in advance thank you
Desired Resolution: Contact by the business; allow me to pay my bill online without having to search for payment page that can not be found. stop making me call in my payments
Business response
11/09/2023
10/31/23 After receiving the BBB complaint ****** was contacted to discuss the issue of not being able to make her payments on her JJill credit card on-line.
I was able to walk through the process ****** was following to make her payments. I followed the same process and encountered an issue with her username. I was able to retrieve her username and access her account. I did ask her to login to make sure she was all set. I have not heard from her.
One of her other complaints was she wanted to know now many times her payment was made by phone. Since the J.Jill credit card is managed by ******** Capital Bank, I did not have the information accessible to me at that moment and let her know I would research and get back to her.
As promised, I was able to get the information from ******** Bank. Below are how payments were received on her account from November 2022 to current.
11/7/22- Online
12/4/22- Online
1/3/23- No payment
2/3/23- Online
2/4/23- Phone- IVR
3/5/23- Online
4/2/23- Online
5/2/23- Online
6/4/23- Phone- IVR
7/7/23- Online
8/3/23- Online
9/5/23- Phone- Representative
10/2/23- Phone- IVR
10/30/23- Phone- Representative
Please note that the J.Jill credit card is managed by ******** Capital Bank. The customer can make payments online and view payments made at the following link:
https://d.********.net/ac/jjill/public/home or may also contact ******** directly at 1-800-329-9713 if she is continues to experience having issues accessing her online account.Business response
11/09/2023
I would also like to add to the response I made earlier that I I will be following up with the customer via email to provide her with the requested information regarding how payments were received on her account from November 22nd to current.Initial Complaint
10/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
During the purchase checkout process, I intentionally opted out of marketing emails. Regardless, the company began sending multiple daily marketing emails. I have repeatedly requested that my email be unsubscribed. There is no change in the rate of marketing emails.Business response
10/30/2023
Thank you for being a JJill customer.
I reviewed your complaint and addressed it with the correct department.
The following name and address will be removed from all mailings & email promotions. Please give the team 72 hours to complete the request.
****** ******** ** ******* ** *********** ** ***** ********* ************* ********************
Please accept my apologies for any inconvenience this may have caused.
BevInitial Complaint
10/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Incorrect sales tax applied. Germantown TN sales tax rate is 9.75%. Store charged me 12.58% sales tax. TN tax rate is 7% Selby county rate is 2.25%. Germantown tax is 0.5%. INSTEAD, store charged 9.03% TN tan and 2.9% Shelby and 0.65% Germantown. JJIll makes 2.83% on each purchase by overcharging sakes tax. As most folks do not look carefully at the tax applied, that amounts to quite a bit of extra unearned profit. I want my money refunded and I want this overcharging of sales tax stopped.Business response
10/03/2023
Good afternoon -
I have reviewed the customer's complaint and found that the taxes charged on this purchase was correct.Jurisdiction for zip 38138
Tax rate = 7.00%
County rate = $2.25%
City = .50%
Total percentage of 9.75%
The amount charged is based upon the dollar amount of the items. The item she purchased was $129.00. Each jurisdiction tax percentage was applied to that dollar amount.
129.00 X 7% = $9.03
129.00 X 2.25% = $2.90
129.00 X 0.50% = $.0.65
Total tax charged = $12.58The customer was not overcharged for taxes collected by JJill. The figures she has quoted are the actual monies charged not the tax percentages.
There is no billing adjustment to be made for this transaction.
Please feel free to reach out if you have any further questions.
Beverley G****Customer response
10/04/2023
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
09/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a sweater from JJill last week which was supposed to have been delivered yesterday, however it was not and after finally reaching someone at Jill.com after trying to contact both UPS and The US postal service to try to track down my package, I find out that the package is being sent back to JJill due to an insufficient address. That is a different issue, my complaint with JJill is that they tell me that once they receive the package they will give me a store credit and send me an email. Then I can re-purchase the item. Why should I have to repurchase an item that was never delivered to me? They had better send the credit for the full amount that I paid including taxes and shipping.Business response
09/11/2023
I have had the opportunity to review the complaint. There were two orders placed on 9/4/23. Upon tracking both others I found they were delivered to the customer's address and not returned to JJill.
Order #******** placed on 9/4/23 was delivered to her front porch at 2:59pm.
Delivered
Delivered, Front Door/Porch
********** ** *****
September 9, 2023, 2:59 pmOrder #******** also placed on 9/4/23 was delivered to her mailbox @2:36pm on 9/8/23.
Delivered
Delivered, In/At Mailbox
********** ** *****
September 8, 2023, 2:36 pmI apologize for any wrong information the customer may have received. I did not find any indication any of the packages were being returned to Jill.
Initial Complaint
07/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have paid my bill. I have provided proof from my bank. Filed a dispute. Returned the purchase long ago. J Jill continues to call and not settle the dispute I feel harassed.Business response
07/17/2023
A credit has been issued to the customer's JJIll Credit Card in the amount of $96.02 as a result of late fees and finance charges on the outstanding balance on her card of $11.02 after the return of the item.
The original charge of the order was $89.87 which included shipping and handling charges, plus taxes pertaining to the item and the handling fee. The original shipping and handling charges are not refunded in a case of a return. The item was returned, and the credit card was credited in the amount of $78.85 leaving a balance of $11.02 ($9.95 s&h and $1.02 tax). The bill had not been paid thus late fees and finance charges accrued.
The credit should be seen on her account in 48-72 hrs.
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Customer Complaints Summary
34 total complaints in the last 3 years.
17 complaints closed in the last 12 months.