ComplaintsforPajamaGram

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order on 06-02-2024 and received an email with expected shipping date of 06-11-2024. The package never shipped and I have emailed customer service several times with no real reply. I only received a generic reply with a number to call customer support. However, I have called customer support for about a month to only repeatedly receive a message that due to circumstances beyond their control, no one is available to take my call and to call back the next business day.

  Customer response

  07/26/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some pajamas for my wife for Christmas, which were guaranteed to be delivered before Christmas. The items arrived after Christmas so I returned them. I sent the items back with the label I was given on January 16th. I called today to get assistance, the woman was rude, called me a liar, and was very unhelpful before putting me on hold and then disconnecting the call.This company is a scam, they sell cheap clothing at high prices and cannot ship items on time. I did everything they asked but refuse to give me my money back, now they have the pajamas and my money!!!

  Business response

  02/20/2024

  We are truly sorry the order arrived late and apologize for the disappointment and frustration this caused. While we did ship the package to arrive on time, *** experienced a delay "due to operating conditions" on 12/20/2023, which caused the delivery to be delayed. We have received the customers return and a full refund was issued back to their original payment method on 2/9/2024.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for pajamas from pajamagram.com in December. The product arrived but was the wrong size. I did an exchange and they have you ship the product back though ***** The return address is to an "agent" rather than their company. They use this as a way to hide when or if your product is ever delivered. It was shipped with THEIR printed label and I have called the company 3 times and emailed them once. Each time they have a different story as to when the return arrived at their "Agent" or "facility". and then say it can take multiple weeks to process. They actually have emailed me and encouraged me to reorder the corrected size until they can process the return. Considering the poor service why would I order more from them and especially now knowing they purposely play games with their returns and leave the consumer in the dark as to the actual return date by using an "agent" in 2023 this makes no sense and seems very unscrupulous. Ive never had a company not do their returns to their own address and I think this process needs to be reviewed for consumer rights and protection. I will never do business with this company again.

  Business response

  01/15/2024

  We received the customer's return on Friday January 5th. The Agent referred to is the shipping agent who picked up the customer's return on December 27th. The return was processed on Friday January 12th at 8:58pm. The customer service representative who processed the exchange noted the urgency the customer has to receive the new items and processed it to ship to him via expedited shipping at no extra expense to him. As today is a *** shipping holiday due to ******************************** Day, the new items will physically ship from our facility tomorrow, January 15th. Everything was processed well within our posted returns policy timeframes. Our exchange process is for the customer to place a new order for the items they want, and then return the original items to us for a refund. This allows the customer to receive the new items more quickly and ensures they are in stock and available. This is why the customer received the communication suggesting he place the new order for the items he wanted in exchange.

  Customer response

  01/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  The whole return process puts the consumer at risk because of the use of an agent.    Why does the agent hold the return for multiple weeks?   Why not just have the return shipped to the business like every other company does in ****?      As I mentioned I called in 3 times with rude reps questioning when I returned the product.  When I provided the tracking number from **** (the label provided by pajamagram directs you to use ****) they would tell me that provides no proof they received my return as it just means that its gotten to the agent. The process puts the consumer at risk that pajamagram or their agent can hold the return for as long as they please or lose the return and the customer would have no proof of delivery other than to the agent.   The entire process should be reviewed as its very strange and as I mentioned before during my multiple calls the customer service reps had different stories as to whether or not the return has been received or if they even had access to its whereabouts.   When theres that many stories and lies on a simple return its clear everything isnt being conducted in a manner that protects the customers.   Also the online account after logging in shows that I have no previous orders.  I asked the customer service rep about this as well as it makes it difficult to find your original order number and items ordered considering the packing slip was shipped back with the returns, and the customer service rep told me that their website stopped showing purchase history quite awhile ago.   Seems very strange for an online company to delete purchase history.   Ive seen multiple reviews and complaints by other previous customers stating the same thing about the vanishing purchase history as well as the strange return method with and agent. I wish I had seen before I placed order and I would have never purchased. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  01/18/2024

  All returns are shipped back to Pajamagram for processing. They are not shipped to an "agent".  The word "agent" is terminology the shipping carrier uses. This customer's return was not held for multiple weeks, it was both received and processed at Pajamagram within the timeframes posted in the Returns section of our website, as previously provided. We apologize for the frustration this customer experienced and if he would like any further assistance we would be happy to help him. He may reach our customer service team at ************.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #***-00837439 arrived and I immediately called to request a refund as the quality/size was off. The email order confirmation advertised a "love-it guarantee" with easy refunds or exchanges. I contacted the company, spoke to supervisor ***** and she claims the item was "final sale" and refused to honor the company's LOVE-IT GUARANTEE. The item was not advertised as final sale and the email confirmation did not indicate anywhere this was a final sale item yet they claim the "final sale" verbiage was in the fine print details on their website (which was not obvious to the consumer). Had I known it was final sale, I would not have purchased the item. I feel that I have been scammed by this company and believe they purposely mislead me with false advertising and misleading practices. Buyer Beware!

  Business response

  12/21/2023

  We are sorry the pajamas did not meet the customers expectations and are happy to make an exception to allow the pajamas to be returned for a refund. We will email the customer a pre-paid return label to send the items back to us. Once we see the items are en-route to us, we will issue a full refund.

  Customer response

  12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Website clearly states "Free Pet PJ with Adult PJ". I ordered 6 adult PJs and 2 Pet PJs yet was charged for the two Pet PJs ($16.97 each). After contacting the company and speaking with ***** (sp?) she agreed that the website was misleading and was working to credit my cc for the Pet PJ charges. I would like the free Pet PJ per the website description, vs. a credit. She was unable to comply. with that request.

  Business response

  11/02/2023

  The customer spoke with our customer service department yesterday. She wanted to receive two free Pet PJs with her order. To receive the free Pet PJs promotion we explained she needed to enter the promo code PETJAMMIES to receive the discount. The customer had already applied a $10 off promo code to her order. We only allow one promo code to be used per order and this was explained to her. We offered to remove the $10 off promo code and add the code for the Pet PJs instead and she declined. She wanted both promotions. We apologized and offered to either cancel her order, which she mentioned she wanted, or to remove the 2 pairs of Pet Pjs. She decided to have the 2 pairs of Pet Pjs removed from her order, which we have done for her.

  Customer response

  11/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The explanation is not accurate.  My beef is that the company website clearly states Free Pet PJ with Adult PJ.  Unless that is false advertising, I should be eligible for two Free Pet PJs since I purchased more than two adult PJs. I purchased SIX.  I told the company representative that I would be happy to have them take off the $10 coupon if they add the two Free Pet PJs to my order, which she refused to do. In fact she stated that their website offering of Free Prt PJ with Adult PJ was, in fact, inaccurate and apologized that is was misleading.  She stated it is actually only one Free Pet PJ per ORDER, not per Adult PJ which is whats stated ( see photo that I uploaded.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  11/14/2023

  The details link in the promotions section at the top of the web states: "Get a FREE pet pajama with any full-priced adult PJ
  Offer valid through 11:59pm on 12/25/23 or while supplies last. USE CODE: PETJAMMIES. Both pajamas must be added to the cart, only one coupon code may be entered per order, and only one (1) free pet pajama will be applied. Discount is applied to your merchandise total excluding shipping and tax. No other discounts will apply. We reserve the right to modify pricing, shipping or promotion details at any time, including canceling the offer. Purchases made before or after promo period are not eligible for the coupon. Discount has no cash or credit value, is not redeemable for cash, is non transferable, will not be replaced if lost or stolen, and cannot be auctioned or sold. Void where prohibited. | SHOP MATCHING PET & OWNER PJS."  To satisfy this customer we will make a one time exception and send her the 2 pairs of pet pajamas that were in her order originally. Acceptance of this resolution is acknowledgement by the customer this is a one time exception and she understands only one promotion may be used per order in the future.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The below copy of email I sent them will provide the detail you require. If you need anything else let me know please. But they advertise all colors but when you finalize they change the price I took full screen shots in case they try to remedy this 1st email from me to them:From: ******************** Sent: Thu Oct 12 2023 14:02:56 GMT-**** (Eastern Daylight Time)To: ****************************************** Subject: Not a happy yearly customer Good afternoon, I placed an order which are Christmas gifts. I am not happy with the charges. I signed up and receive the emails from pajamagram. I showed my wife the 30% sale. She picked out what she liked as a wish list. I went on to order and the pricing is not what is advertised????? See proof below. I would like my invoice to reflect what you are advertising on the site. I have full screen pics with date and time if needed. Your Order Number is: PJG-******** Your Order Date is: 10/12/23. I just took these snip its 10 minutes ago. There are 2. The first one is when I click on black. The second one is when you search naturally **** in search bar and click on style the website takes you to pink. I called was informed only the blue was on sale. Well, as you can see that is not what is advertised. #2 this there response Dear *****,Thank you for contacting PajamaGram.We're sorry for the confusion. Based of the pictures you sent, it appears only the color was selected. You must select the color AND size for the website to update to that item's pricing. Unfortunately, only the blue color is apart of the sale.Please let us know if there is anything else we can assist you with or if you have any additional comments or concerns. Any one of our friendly representatives would be happy to assist you!Sincerely,****** **************** **********************

  Business response

  11/02/2023

  Please accept our apology for the confusion our promotion caused. We issued a refund to your original payment method today in the amount of $32.10. This includes the $30 price difference, as referenced in the screenshot you submitted, plus $2.10 in applicable tax. Please allow a few business days for the refund to post to your account. Sincerely, ***** Pajamagram ****************

  Customer response

  11/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. But I am very dissatisfied with them that I had to file an official complaint to resolve the issue. It wasn't the money, it was the principal. I pointed out and sent proof to their customer service department trying to handle professionally. Yes, they credited me exactly what I asked for. All the trouble I had to go through you would think they would have offered some small form of compensation. Thank you for resolving. 

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  
  Regards,
  
  ***********************************

*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. ↩