ComplaintsforJ&J Global, LLC

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2022, I purchased 2 solar lanterns from the local hardware store. One lantern did not work. After several contacts with J&J Global, LLC, they sent me a replacement lantern head. This item was delivered used, dirty, rusty and broken. After several more contacts with this company, they not only refused to honor the warranty, but are accusing me of being dishonest.

  

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/09/20) */ We do not ship used or returned items/products. All replacement part(s) and full product replacements are new, and have never been used. To be sure this didn't go out this way, we spot checked 50 pcs of our stock on this item and all were found to be in perfect new condition. You can see per the photos that the product arrived in good condition. Packaging is not damaged at all. Styrofoam is in perfect condition. Customer knocked over product (lamp post). You can see that part of the lantern head (bottom collar) is bent, has bird poop on glass, rusting, as well as other markings to show that this item has been used. We, JJ Global, only replace item(s)/product(s) for manufacturing defects only. This is not a manufacturing defect issue. Product has been used and damaged by the customer. Customer has also verbally harassed our customer service team, but has started to harass us online as well. Consumer Response /* (3000, 7, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) J&J Global, LLC is not being honest. They did send the damaged replacement lantern head. Several family members and neighbors can verify this. Not only are they being dishonest and deceiving about their damaged product, they are now claiming I am harassing them. This is extremely upsetting to me. I am not harassing anyone. They are harassing, bullying, lying to and about me. This is defamation of character. I have read previous BBB complaints about J&J Global, and refusing to honor their warranty and accusing the customer appears to be their business tactic. Any reputable company would graciously honor their warranty and satisfy the customer. I have attached a photo showing the 2 lanterns I purchased. The one on the right works perfectly. The one on the left has never worked, even after replacing the solar batteries twice. The lantern head on the sidewalk is the damaged one they sent. I still have one working lantern and one not. I am requesting that J&J Global, LLC honor their warranty and replace the lantern head with a new, working head. Business Response /* (4000, 9, 2022/09/26) */ Customer did begin online harassment shortly after being notified that she would need to purchase her own replacement part. We had to block her from ALL SOCIAL MEDIA ACCOUNTS. We, JJ Global LLC. are not sure where this customer is getting her information from, as we do honor our warranty. We have thousands of 5 star reviews on our products and customer services. We also have an A+ rating here with the BBB. The only complaints we receive are when customer(s) damage the product(s) themselves and they learn that they must purchase the replacement part(s). We ONLY warranty products with manufacturing defects, as stated in our Warranty Claim Information (see attached). We have sent in all the photos that does prove our point. We did NOT ship used or damaged item(s). Customer damaged her product and expects us to take care of it. Again, you can see bird poop on the glass, glass panels are dirty, etc. This is NOT how we do business. This is NOT a manufacturing defect. We will not continue to go back and forth for a customer who clearly has no respect for JJ Global LLC, how JJ Global LLC does business, or our employees. We have already exhausted all efforts in dealing with this individual who has nothing better to do than argue non stop for the past two weeks, and try to make us, as a company, look bad by posting on our social media. We will NOT continue to engage in this type of conversations, as they do nothing but go in circles AS THEY APPEAR TO BE DOING HERE WITH THE BBB. As a company, we do not have time for this pettiness. Again, as previously stated in multiple emails, customer will need to purchase replacement part(s). JJ Global LLC. is done with this situation, and respectfully will NOT continue to engage and waste anymore time on this individual. This is our last response on the issue. We ask the BBB to understand that in all 7 years of business this type of complaint has never occured. She does not want to spend the $100 to pay for the replacement part and shipping. If she cannot afford it, that is not our problem, and JJ Global LLC. should not be required to sacrifice company time and money for an individual who will continue to slander our name. Consumer Response /* (4200, 11, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) J&J Global's response says it all. It definitely screams guilty. Any business that feels the need to block customers who do not write favorable reviews, should not be in business. Consumers should have the right to be able to read all reviews. As I stated earlier. I purchased 2 solar planter lantern. One worked, one did not. After trouble shooting (as required) and purchasing 2 sets of solar batteries, the lantern still did hot work. I requested a replacement lantern head. J&J Global sent a used, dirty, rusty and broken head, you can see from the pictures. Picture 1 shows the 2 solar lanterns (left one does not work). Picture 2 shows the 2 solar lanterns with the broken replacement head on the sidewalk. The left lantern is the same as the first picture and is not working. Picture 3 is the replacement lantern sent to me. Picture 4 is a prior complaint to the BBB from another customer. It's unfortunate that this company feels the need to accuse customers for their own inability to honor warranties. This isn't the first complaint filed with the BBB. I had hope that J&J Global was a reputable company, obviously I was mistaken. At least I can sleep comfortably, knowing I am honest and truly care about doing the correct thing. That can't be said for all. My conscience is clear.

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