ComplaintsforGreat Jones

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online on November 12. The company promises that all orders will be shipped within 5 business days, but my order has not yet shipped. I emailed customer service and they gave me a $20 gift card for the inconvenience and said my order would ship soon. I placed an order on November 17 that shipped the next day, while my original order placed on November 12 has still not shipped. **************** is no longer responding to my emails. I would like my order to be shipped, or a refund. If I do not receive my order, I will file a credit card dispute with my bank for the charge.

  Business response

  11/21/2023

  Thank you for reaching back out.

  
  As previously mentioned, we're experiencing a higher than normal order volume this holiday season. Our small (but mighty) customer care team is working as quickly as possible to reply to all inquires.

  
  That said, our warehouse team is also working as quickly as possible to process a larger than excepted volume of orders. At the time of your purchase, our estimated processing time was 5 business days. We have since increased to 7 business days for order processing (excludes weekends and holidays) due to the volume of orders we are receiving.

  
  We understand the frustration this may cause and we apologize for the disappointing experience. Our warehouse team is working as quickly and safely as possible to ship all orders.
  We're in contact with our warehouse team and they are currently processing your order. You should be receiving tracking details for this order within the next day or so.

  
  We appreciate your patience during this process. If there is anything else we can do in the meantime, please let us know.

  
  Best,
  Team Great Jones

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Dutch Oven for my mother in law on November 28. The company said it was shipped on November 29, but the tracking info they sent leads to a broken link/dead end. The package never arrived. After several emails and attempts to contact the company, I have gotten zero response, except a form email saying they cannot reply to queries.

  Business response

  08/28/2023

  Thanks for reaching out.  

   

  We apologize for any delay in our response time. Our inquiry volume is higher than expected this holiday season, and our small (but mighty) team is working as quickly as possible to adapt and respond.  

   

  We currently answer emails based on the date received. Unfortunately, each time an email is sent under the same address, it bumps the message back to new. We're so sorry if this was not made more clear in our automated replies.  

   

  That said, we're so sorry to hear that there is an issue with the tracking details for your order. We're working on improving our shipping technology and it's so helpful to know when glitches like this happen.  

   

  We've just processed the full refund you've requested. You'll receive refund details via email shortly.  

   

  Again, we are sorry for the inconvenience here and really appreciate your patience. Please let us know if there is anything else we can do.  

   

  Best, 

  Team Great Jones

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 23, 2022, I ordered a Great Jones the "Dutchess" ***** oven off the *** Today Show "Steals and Deals" and the Order No. *********1. I received the item on December 6, 2022, with handles broken. I emailed *** "Steals and Deals" regarding the damaged item. Approximately two days later I received stating that I had to contact Great Jones regarding the damaged item. This company DOES NOT have a customer service telephone number nor "chat" compatibility you have to email them @ *********************************** I emailed numerous times. I finally received an email on December 15, 2022 stating "they had higher than expected volume this holiday season and there 5-person team was working as quickly as possible to adapt and respond. Our current response time is **** days." Here it is December 27, 2022 no further communications and still no refund. This is utterly unacceptable.

  Business response

  01/06/2023

  Hi *******,
  
  
  I'm so sorry for our delayed response. I completely understand your frustration. This is certainly not our normal response time and we're taking measures to avoid this backlog from happening in the future.
  
  
  I have submitted a refund request to the Today Show for your order. Please expect to receive a refund confirmation email soon.
  
  
  Please keep, donate, or recycle the damaged unit.
  
  
  Thanks, again, for bearing with us. Please let us know if there's anything else we can help with.
  
  
  Best,
  ****** from Great Jones

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order 11/23 for 3 yellow sheet pans. I received a confirmation that they shipped however never received additional tracking. I have sent 3 emails to ********************************** all with no response regarding where my order is. There is no phone number or address listed on their website

  Business response

  01/06/2023

  Hi ****,

  
  Thanks so much for reaching out about this. I apologize for our delayed response, we got an influx of inquiries this holiday season and our small team is working hard to get to everyone.

  
  I'm so sorry it your package is not moving from the warehouse, it looks as though there was a problem with your shipment. I set up a replacement with expedited shipping. Keep a lookout for that confirmation email soon.

  
  Again, I apologize for any inconvenience this might have caused, I understand how frustrating this is.

  
  Let us know if there is anything else we can help with.

  
  Best,
  **** from Great Jones

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with this online-only company on November 25, 2022. I ordered three items for a total of $100. My order arrived on December 5, 2022 and was short one of the items I was charged for. I immediately tried contacting Great Jones to get the missing item shipped to me, or to get a refund, but the only way to reach their customer service is to email them at *********************************** I sent an email on 12/5/2022 telling them that I did not receive all of the items I had ordered (and was charged for). It's now been 10 days since I contacted Great Jones and I have not heard anything back. I want a refund for the missing item.

  Customer response

  12/14/2022

  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 and the matter has been resolved.

   

  The company finally reached out to me and offered me a refund for the item I was charged for that was not shipped to me. Thank you so much for your assistance with this matter.

  
  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. ↩