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Business Profile

Online Retailer

Janie and Jack

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    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,

    ***** ******

    Business Response

    Date: 06/11/2025

    Hello *****,

     

    Thank you for the communication. I can see our team responded to the chat communication today 6/11/25 around 3:50p PST with a confirmation of a refund posted to your original payment tender. Below is a copy of the last chat we posted to you via email ID **********************************************************

     

    I deeply apologize for this issue. In this case, we have gone ahead and fully refunded the amount of the order. You will see this reflected on your original form of payment in the next 3 to 5 business days.

     

    No response was received from our Janie and Jack message.

     

    Please let us know if you need anything further. 

  • Initial Complaint

    Date:06/06/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Never received package. I have called several times and they will not refund my money. Yet I did not receive the product.

    Business Response

    Date: 06/09/2025

    Hello *****,

     

    My name is ******** and I am the manage of the customer care department. I've reviewed the order and contact details and I've issued you a refund to your original payment tender.

     

    Please let me know if you need anything further. 

  • Initial Complaint

    Date:05/01/2025

    Type:Product Issues
    Status:
    Answered
    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.
    On April 26, 2025, I placed an online order with Janie and Jack (Order #A001359941) totaling over $300 using Apple Pay. The website immediately processed the payment without giving me a chance to review or confirm the shipping address, which defaulted to an outdated one saved in my Apple Wallet. I noticed the error immediately and sent an email to customer service requesting the address be updated. I received no reply for 48 hours. When I was finally contacted at 10:30 AM on Monday, April 28, I was told the package had already shipped and that their policy does not allow for changes once an order is placed. I was also informed that Janie and Jack does not have customer service available on Sundays, even though their shipping department remains activeleaving a gap where orders can be processed without giving customers a chance to intervene. Because I received no support despite acting promptly, I had to pay *** $50 out of pocket to reroute the shipment. When I notified Janie and Jack and requested a refund or store credit, they refused and reiterated their policy. I find this unacceptable. Their system does not provide a review step before finalizing a purchase through Apple Pay, their post-purchase support is unresponsive, and their rigid policy places the full burden on the customer even when the issue is reported immediately. Their lack of timely service and unwillingness to assist shows a disregard for reasonable consumer protection practices. I am requesting a reimbursement or store credit for the $50 rerouting fee and a review of their order processing policies to ensure other customers are not placed in the same situation.

    Business Response

    Date: 05/02/2025

    Hello ******,
    Thank you for your contact today, my name is ******** and I am the manager of the customer care department. I am sorry that weve let you down regarding a request to update a shipping address. It does appear your order was placed with ApplePay which does provide an option for a quicker checkout as such it will autofill any preset options for billing/shipping and we unfortunately cannot modify an order once it is placed as have our posted policies as attached throughout the website. As well covered in our shipping policy and shipping mode chosen upon checkout we are unable to offer reroute/address corrections.etc This is not an unwillingness but a true system and contractual limitation within the bounds of the shipping mode chosen. I understand this is not the answer youd want to hear and understand youve contacted customer care a few times along with our social media team.

    Can you please provide proof of the *** charge incurred and paid for my further review. 

    Thank you,

    ********

  • Initial Complaint

    Date:04/12/2025

    Type:Product Issues
    Status:
    Resolved
    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.
     
    Complaint: 23195595

    I am rejecting this response because the order was never received and sent to the wrong address. Without any response to resend the order. Thank you.

    Business Response

    Date: 04/14/2025

    Hello Ariana,

     

    Thak you for the contact. I see the order was delivered with proof of delivery via UPS **************************************************************************************************************** signed by "*****" have you had a chance to contact possibly someone in a mail room or concierge of the address in which the order was delivered to?

     

    Additionally I've attached our shipping policy for reference. 

     

    Please let us know if you were able to retrieve the package. 

     

    Thank you,

    ********

    Business Response

    Date: 04/17/2025

    Hello Ariana,

    As Janie and Jack does not have a process to reship orders and although this order has proof of delivery to the address entered at checkout as a courtesy to you a refund in full has been issued to your original payment tender on O#A001283550.

     

    Please do let us know if you need anything further.

    Thank you,

    ********

    Customer Answer

    Date: 04/18/2025

    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

    Date:03/22/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Ordered yesterday, March 21, 2025. I did not get an order confirmation. I have tried calling the customer service number and no one answers the call. I waited 15 minutes listening to a recording saying my wait timE was one minute. The order has posted on my credit card. This feels like fraud. I do not have an order number because one was not sent!

    Business Response

    Date: 03/24/2025

    Hi *****,

     

    My name is ******** and I am the manager in customer care, I've asked my teams to look into the call estimator to review the misleading time/information provided.

     

    I was not able to find an order with your email address **************************** or name ***** *******, to further review could you please provide possibly an alternative name or email ID used to place the order or the last 4 digits of the credit card in which has the $75.00 charge in question. 

     

    Looking forward to your response in assisting you!

    Thank you again-********

  • Initial Complaint

    Date:02/03/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    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,

    ******** ******

    Business Response

    Date: 02/04/2025

    Hi ********,

     

    Thank you for the contact-I have reviewed the details and I see the order was delivered from the ************we are at this time unable to file claims on behalf of customers and the couriers. I have issued you a refund for the order and sincerely apologize you did not receive the item as expected.

    Thank you again for allowing us to resolve the matter.

     

  • Initial Complaint

    Date:11/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 the order was shipped post office delivered it to the wrong house the post office tried to get it back and they couldn't get it back they said they could do nothing . I called Janie and Jack to report it they said they couldn't do anything no help ,no money back ,no re send of the package they told me to figure it out I called 5 times emailed them proof I didn't receive it , nothing was done to help me how can this happen ? I was just told sorry we can't do anything. Now I'm stuff with a bill and no package

    Business Response

    Date: 11/27/2024

    Hello,


    Customer ******** was provided a refund on 11/26/24 to original payment method.

     

    Thanks!

  • Initial Complaint

    Date:11/22/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Dear ****** and **** **************** Team,I am writing to formally express my dissatisfaction with a recent experience involving my purchase and your customer service.On Tuesday, November 19th, I placed an order on your website and selected expedited two-day delivery, expecting the package to arrive on Friday, November 22nd. However, I received a notification stating the delivery would be delayed and arrive on Monday, November 25th.Given the delay, I promptly contacted customer support on Friday, November 22nd to explain that the expedited delivery service I paid for was not fulfilled and, due to my upcoming international travel, I would no longer need the package. Despite this, the customer representative only apologized and suggested I return the package, which I explained was not feasible as I would be out of the country. I also voiced concerns about the package being left unattended for months, yet no alternative solutions were offered.When I requested to escalate the matter to a manager, I was told that a manager was not available by phone. To my dismay, the call was abruptly disconnected, and I have yet to receive any follow-up communication from a manager via email as promised.I am extremely disappointed with the lack of support and failure to resolve this matter. Not only did the delivery not meet the expedited service I paid for, but your customer service team also failed to provide any meaningful assistance.

    Business Response

    Date: 11/27/2024

    Hi *****,


    Thank you for your contact regarding O#A000865074; we are sorry that we've let you down regarding your recent shopping and delivery experience.  To address your concerns our team has provided the accurate information as we do not allow for system cancellations and we do have a shipping delayed posted on our website regarding outbound shipments.

     

    I know this is likely not the response you'd like to hear and I do understand that we've let you down. 

     

    Thank you,

    ********

  • Initial Complaint

    Date:09/16/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    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,

    *********************nded for two of the items I sent in because ironically a huge company like Janie and jack is claiming I still owed them $30.02 from the initial order, except I was never contacted before regarding this alleged error and as far as I know the gift cards I entered covered the entirety of the order. I demanded a refund of the entire returned order or a return of the items they were not refunding me for and they did neither.

    Business Response

    Date: 09/17/2024

    Hello,


    This was resolved and customer provided response and the additional $30.02 value to gift card as of 9/17/24 AM PST.

    Customer did not return $197.46 worth of merchandise and was fully refunded the value of 6 items returned($197.46 is the customer full order value). 

     

    Please let me know if anything further is needed-however this was resolved for customer. 

     

    Thank you,

    ********

Janie and Jack is NOT a BBB Accredited Business.

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