Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of jeans from Jnco Jeans on janurary 27th and recieved jeans that did not fit. I went thru the return process and sent back the product on feb.4th and did not recieve any communication that i am able to find on my end about the order until i emailed the company in order to check in on the status of my return. The company is claiming i returned the jeans 'full of hair', which is a gross exageration, as well as does not damage the jeans in any ways and can be easily fixed OR makes the item unfit for resale like the company is claiming. The company is refusing to honor my return or give me a refund and will only agree to send me back the product that does not fit and are nit damaged in any way. They are also threatening me with claim of trying to defraud them after i have told them i have filed a dispute with my bank and am no longer interested in recieving the product i returned. I have email proof of this exchange as well.

  Business Response

  Date: 03/10/2025

  Customer returned ******************** in soiled condition. We cannot and would never resell soiled product to honest paying customers expecting the quality and style we are known for. We have photographic proof of dirty product. Will not be accepting this return, but have offered to send the product back to the customer.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22989172
  
  I am rejecting this response because:

  The issue i had the most with was the threat to throw my jeans out and framing giving back the product i paid for as a 'courtesy' to me. You then accused me of fraud when the company has my money and my product. 

  We fundimentially disagree that the jeans were 'soiled'. In my opinion, cat hair is not 'soiled'. I understand there is no hope of coming to an agreement of this. 
  

  For a company that keep speaking about how customers expect to product to be high quality, i would also expect the customer service to be high quality as well. Having a company tell me that they will throw away my product or i could pay another $20 to recieve what i already paid for isnt the best way to go about this at all. 

  Ultimately, i am upset about the product, but i am more upset about how i was treated reguarding this transaction. I did not send the jeans off in bad faith, and i certainly feel like the responses i got back about my product were concending and a bit rude for no real reason. 

  Please reconsider youre custoner service approach. I was a genuine fan of this company and i feel like this whole interaction has made me feel a bit stupid for ever supporting the brand in the first place. 

  At this point i am not looking for a resolution through product of money. I would really appriciate a change in behavior. 

  Sincerely,
  
  **** *******

  Business Response

  Date: 03/11/2025

  The 20$ charge only partially covers the free shipping on your return, and our cost to process and ship back to you. Product covered in cat hair is soiled. We require that returns arrive back to us in original condition, not covered in any animal hair. Please pay the shipping fee and your jeans will be sent back.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22989172
  
  I am rejecting this response because:

  I am really disapointed in the complete lack of acknowlagement about how poorly this has been handled customer service wise. Like i have said multiple times, i feel like you all have threatened me with throwing my jeans away. You also heavily implied i am not a paying customer. I was happy to pay for my product (which you still have both money and product, btw), and i would have been more than happy to pay for MORE product if I didn't feel like i was being treated like a dirty peasent by your staff. I hope you can take some time and reflect on how you would feel if a company you supported money wise spoke to you this way. 

   

  as you are aware, i have already spoken to my bank and they have opened a charge back investigation. As this process may take up to 90 days on my banks end, i do NOT want to respond to the packing slip information and fee you have sent me. I have already told you i am not interested in getting the product AND my money back, so out of respect i will not be responding to any requests to pay for shipping until i hear back from my bank that the investigation is concluded. 

  that being said, i have very little trust that the jnco jeans company will even return my jeans if the results of the investigation do not conclude with honoring the charge back claim. Why would i trust a company that told me that they would 'normally throw away the jeans' that i paid for. The poor customer service makes me feel like this company may retaliate against me. I gueninely do not feel like this company will not act in bad faith because they think im a dirty poor or something.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My jeans got delivered to the wrong address. I reached out to **** ***** told me to reach out to upstairs and file a claim.Mind you *** stated they have to file claims and initiate searches. I cannot file a claim on my behalf. I tried and currently on hold to attempt to reach someone by phone. I just want a refund. I dont care to keep doing business with this company.

  Business Response

  Date: 01/28/2025

  Order was shipped to the address provided by the customer, and delivered to the customer with photo proof of delivery showing the package at their door.

  There is currently a claim open with **** pending resolution.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22869915
  
  I am rejecting this response because: it still doesnt resolve my misplaced pants & missing pants. 
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my son a pair of jeans on Nov. 30, 2024. I received an e-mail that they were out of the jeans in his size and they asked if I would like an exchange. I asked my son if there was anything else he wanted and he said no. I responded to the e-mail that I would like a refund on Dec. 16th. I received an e-mail back that said-Thank you for your ******** there a different style youd be interested in purchasing? If the price is higher, we can issue an invoice to you via email for the difference. Please advise.I responded back with-I would like a refund. My son only wanted that color.Thank you!I didn't hear anything back so on Dec. 20th I e-mailed-When am I getting my refund? and it was replied back with let me check with my managers. Then I wrote back and said pretty much you didn't have the size I wanted so I bought other presents. You owe me a refund. Then radio silence. I e-mailed back that their customer service was awful. I feel that I should get a refund even if their policy may be no store refunds or exchanges. They did not have the product I requested. They have had my money for over one month! Can you please try to get my money refunded? Thank you!

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Sept 18th 2024. I thoroughly read through the return/exchange policy prior to ordering, as it was a large purchase and I didnt know if they would fit. Their return policy clearly states the following, with no specified region included. "Customers may return items within 21 days from when your order ships. Please ensure that your returned items are not worn, washed, or damaged and have the original tags on them. We accept returns for store credit or exchange ******* order to exchange your item or receive store credit to purchase a new item, please visit ******************** and follow the prompts to receive your mailing label. Once your original item(s) have been received and processed by our warehouse, your exchange or store credit will be processed automatically."Regardless, upon reaching out to get a return label, they would not provide me with one, and I was told that I would only be refunded for the cost of the jeans via store credit, not the tax, or the original shipping. Even though their policy clearly states they will provide this label and they did not, so I have to pay for my shipping back, I will have to pay tax AGAIN for the exchange with the store credit, as well as i'll have to pay to ship the exhchange. All in all it will lose me about $150 USD on top of the $196.31USD and + $43 USD i already paid, all because they cannot follow their policy. I request they refund me for my original shipping and taxes, as I had to pay to ship it back to them when It should of been covered by the company, as well as I should receive compensation for the amount of gaslighting they did in a 20 chain email, all in all they have cost me time, almost twice the money, and i am losing money on top of that.

  Business Response

  Date: 09/27/2024

  We accept domestic returns through our portal. We are unable to generate return labels outside the US. International customers pay exact cost of shipping as determined by the shipper. This is common practice, as most brands do not generate labels internationally. We have offered the customer the option to return for store credit. She continues to harass and berate our staff. 

  Customer Answer

  Date: 09/27/2024

   
  
  Complaint: 22350025
  
  
  
  I am rejecting this response because: I have not harassed or berated the staff, I am simply asking the policy be followed. and since it wasnt, that It be repaired in some sort. 
  
  
  
  Sincerely,
  
  
  
  Alicia Sieben

  Business Response

  Date: 10/02/2024

  We accept domestic returns through our portal. Domestic or international, shipping is non refundable.

  We have offered resolution to the customer through store credit, and we have offered the customer an additional discount.

  Again, she refuses to accept, and continues to berate our staff.

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant claims I sent clothes back damaged. No proof just there word against mine.

  Business Response

  Date: 09/13/2024

  This customer returned filthy product that has a strong and repulsive odor of fish, which she returned returned to us for free, with our paid label. Our warehouse team had to store the jeans in a trash bag, since the smell was making our employees sick. Per our returns policy, returns must come back to us in unworn and original condition. We are not required to keep returns that come back to us in such revolting condition as we cannot resell, but as courtesy we have offered the jeans back to the customer, and require that they pay for the shipping. The customer has sent our customer service team a barrage of harassing/ inappropriate messages. As soon as the shipping  invoice is paid, we will return the item back to the customer. Otherwise, these ******************** will have to be disposed of as they are a biohazard. 

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sells jeans. I ordered a pair online, and immediately noticed the address auto populated wrong (former address we moved recently), tried reaching out to *** do they would be delivered to the new address. Long story short, the pants were delivered back to the shipper. I have proof of that from ***. **** will not provide a refund for the pants. They are saying I can have store credit. This is utterly disgusting. The company has found a loophole to steal money from people.

  Business Response

  Date: 09/12/2024

  This customer provided the wrong address at checkout. We can only ship to where customer designates. Customer realized this after the order had shipped, and we authorized the shipper to return to us. We offered to reship, or send customer store credit, which is what she opted for when she agreed to our returns policy.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22241856
  
  I am rejecting this response because:

   

  There is an error as I never received the order for JNCO jeans which was returned back. The opportunity to reject the order did not arise since I never got a hold of it. I entered the exact address but it was sent back to the sender. Even though I never received the item, they have not initiated a refund. At that juncture, I lost interest in the product, and they essentially deceived me. They were aware of the situation seconds after I placed the order and expressed my dissatisfaction. It seems as though they were seeking reasons to cheat me.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/18/2024

  This is false. Customer noticed that she entered the wrong address after order was processed. Customer was issued her credit. Has not replied to our email.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22241856
  
  I am rejecting this response because:  I have replied to their emails several times.  ************ lies and is misleading in every way .  They are attempting to steal .  They know the jeans were mailed back to them. The address was not entered incorrectly, it was an old address and it was changed before the order was submitted. But because I use the SHOP app, it auto entered our old address and they wouldn't change it.  They are so hard to work with.  Read All OF their other customer complaints regarding shipping.  they are lying to you and this is false information.  I want everyone to know how extremely hard they are to work with. Their employees get belligerent and are so unprofessional.
  
  Sincerely,
  
  ****** ******

   

  ****** travis <***********************************>
  Wed, Sep 4, 6:56?PM
  
  Here is the email i responded to them with.
  
  to JNCO
  
  
  
  
  
  
  
  No. Im not being advised. I requested a refund, and you told me that Id hear by today: after my experience dealing with you, Im not interested in dealing with you any further. 
  

  Business Response

  Date: 09/23/2024

  Untrue, order was shipped to where customer designated. No change was requested prior to shipping. Happy to include all of the communications.

  Customer was offered credit for the return.

• Initial Complaint

  Date:03/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made order didnt arrive waited 3 extra weeks still didnt arrive on the 30 day late **** contacted company very rude no help and threatened me.want my jeans or my money back

  Business Response

  Date: 03/22/2024

  You placed your order on Jan 1st ****************************************************************** your BBB complaint. We have proof of delivery from *** confirming delivery within one week of order placement (Jan 8 2024). Via email, you received shipping confirmation, "out for delivery" confirmation, and delivery confirmation in the days leading up to delivery and the day of delivery. You then waited over an entire month to report that your package was missing. We asked for name or order number, as you emailed us from yet another alias "black iphone," and then you did not reply for yet another entire month. When you did reply and we located your order and provided you with the proof of delivery, we instructed you to file a claim with ***, and you did not. You did not file a traceable complaint with us about your order until over 2 months after delivery. As we have proof of delivery to the purchaser attached to the order (and not the 3+ aliases you have used by now), the case is closed.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of Jeans on the company website which indicated 3-5 day shipping which would have been delivered to me in plenty of time foe Christmas. After 5 days i requested tracking info and was advised that due to the holiday, it would take an extra 3 days. That would have put delivery on the 28th. On the day of the 28th I was advised that they didnt even have the right size product in stock and I could either accept the wrong size, ir wait another 2-3 weeks. My granddaughter didnt have present under the tree because of the lies this company told.

  Business Response

  Date: 01/04/2024

  Hello, per our shipping policy, we ask for 3 business days prior to shipping to process orders, and an additional 3-5 business days of shipment time domestically. This is stated very clearly on several pages on our website. This customer ordered less than a week before Christmas Day, fully knowing businesses and shipping companies close for the holidays. Regardless, we honored the customer's request and canceled the order as requested. She is a very bitter, angry person, and there is little logic behind ordering a gift less than one week before a holiday with our policy very readily available.

• Initial Complaint

  Date:12/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of jeans in the wrong size so when I got them and tried them on I immediately saw that they did not fit and put them back in the box and they stayed there till I sent them back. I wanted a refund but then was told they had a no refund policy. I was willing to do an exchange and talked with one of the employers and had this back and fourth because she was saying that the jeans i returned were "damaged" and "disgusting" as well as "filthy" I was confused as she continued to accuse me of "dipping them in dirt" and it was clear they were worn when I didn't step foot outside of my house with them on. I continued to try and reason with them and tell them it seems like it's just some dust and can easily be removed with a bit of water and a wipe. I tried to even just get store credit but she would refuse. I was so disappointed with the service and the fact that I couldn't get any of my money back. She offered to send the same pair back as long as I payed 20 dollars more for the shipping back. But I refused. I had already payed so much for the jeans alone.

  Business Response

  Date: 12/18/2023

  This customer did return filthy product- our representative was correct. There were slime and dirt marks covering the pant legs, as pictured by the warehouse for evidence. Per our terms, we accept returns in unworn/original condition, meaning even if the customer made the ******************** filthy inside and not outside of the house, they are still ineligible for return. Our employee asked that the customer pay 20$ to cover the shipping charges we paid for the return, as well as the charge we would have to pay to ship back to her. Our customers appreciate our attention to detail and quality. We would never resell jeans in such condition, and expect our customers to be respectful enough not to attempt to return such foul merchandise. Our management reviewed this case, and they believe our employee acted more than kindly, as protocol would have been to dispose of the soiled pants.

• Initial Complaint

  Date:12/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I would order a couple pair just for nostalgic reasons. Jncos are certainly not cheap these days as the least expensive pair of jeans is $130. On Nov 22, 2023, I decided to order two pairs of jeans which totaled to $208 with $10 shipping cost. The order# was *****. I was confused about the sizing as some forums mention to order up to 4 sizes up. Jncos website also lists in inches, waist size with the corresponding **** size and I found that 44 inches waist is the equivalent 42 waist jeans. I normally wear 34 in Levis but can fit fine in 36 Levis. So I went ahead and ordered 44 thinking I can return them for a smaller size if needed. At first, I did not read the return policy. I received the order on November 28th, 6 days later. After receiving the order, I immediately noticed that the jeans I ordered were way oversized and decided to make an exchange by filling out their online exchange form. The form on their website only allows you to pick a different size and not another type of jeans since I wanted a different pair of jeans. So I decided that I would place another order and return the existing order. After receiving a email with my credit amount, I read that Jnco only offers exchanges and store credit. I contacted their customer server and "*******" replied to my emails. I asked if they can make an exception since I placed an order with an identical amount and that I never even wore the jeans and I just opened it and put it back in the box, but they denied to do so. I was told that returns incur additional shipping, labor, and processing costs, so I was given the credit amount of $208. If there were additional costs why did they give me credit for my return to begin with? What about my labor costs to make the money to pay them? In total, I spent $436 including shipping for two pairs of jeans and $208 of store credit. I dont even buy regular jeans that often, so I will probably not even have the chance to spend the credit.

  Business Response

  Date: 12/10/2023

  It is the customer's responsibility to read returns policies prior to ordering. Credited amounts equal the exact amount paid for the merchandise.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20976691
  
  I am rejecting this response because:

  I have never heard of any business that cant make an exception and provide a full refund to original payment.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/03/2024

  Per our returns policy posted clearly on our website (on our Shipping Page, Returns Page FAQs), as well as the Terms in which this customer agreed to when placing an order, we accept returns for store credit or exchange only. Store credits do not expire. It is customer's responsibility to read the policy prior to agreeing.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 20976691
  
  I am rejecting this response because:
  I would like an exception, since, as stated before, the returns form did not allow me to change styles which is why i placed another order of the same amount immediately.

  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/24/2024

  We cannot make changes after the warehouse ships. Our policy is very clear, store credit does not expire.