Complaints

This profile includes complaints for J.Jill's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  J.Jill

  100 Birch Pond Drive Tilton, NH 03276

  
• 

  J.Jill

  1245 Worcester St Natick, MA 01760-1515

• 

  J.Jill

  199 Boylston St Chestnut Hill, MA 02467-1692

• 

  J.Jill

  S Shore Plz Braintree, MA 02184-2804

• 

  J.Jill

  210 Andover St Peabody, MA 01960-1647

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:07/17/2023

  Type:Billing 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.

  In April I Purchased a dress for $132.35 at JJill online it was too big and returned it with the provided shipping label. Have received NO bill or communication since then. Sunday July 8 a Commenity Bank rep called stating my account was passed due, I had 1 penalty charge and would get another if I didn’t settle this with her on the phone. She couldn’t tell me the amount I owed or what item I was being charged for and neither could any other other bank rep I talked to and they were all rude. I stated if I discovered I owed for purchases I would pay but not for late charges because I had received no bills. July 9 I drove 75 miles to Macon GA jjill store - they were very kind but stated they couldn’t see my account or tell me what I was billed for. They told me to call the # on my credit card, I did and talked to an extremely kind man Bob H***** from jjill who quickly explained that when the dress was received the shipping charge of $8.95 was deducted and a credit of $123.40 was posted to my account. Then my account was erroneously charged with a second $8.95 shipping fee I obviously did NOT owe and the bank has continued to tack on $37 and $39 penalties. Mr H***** attempted to correct the errors but said I would also have to call the bank. I called immediately asking for a supervisor. I got Joanne in Collections who was VERY rude, could NOT explain my account and when I told her Mr H*****’s explanation she said she didn’t care that the bank HAD to receive the total amount of the dress and it was MY responsibility to get jjill to pay the bank and I would continue to get absurd late fees if I didn’t. I stated that was between them and jjill a customer cannot force a company to pay the bank. This is totally unbelievable and I will not have my credit rating effected by such absurdity. Joanne even stated that I should have called to ask about my bill!!!! Why would I call when I owed nothing and received no notification that any of this had occurred?Commenity is awful!!!

  Business Response

  Date: 07/17/2023

  The customer purchased the dress on 5/2/23.  It was returned on 5/23/23.  There was a balance due on her JJill Credit card in the amount of $8.95 after the return of the dress.  The $8.95 was the fee for the return label she used.  The return label fee is not refunded to the customer.
  
  I have taken the liberty of remove all late fees and finance charges from her JJill Credit Card account.  The customer should see the credit of $71.00 posted to her account in 48-72 hours.

• Initial Complaint

  Date:07/07/2023

  Type:Billing 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 had a J Jill credit card back in 2014 with only a $250 credit limit. I went through a hard time and did a debt consolidation. Commenity Bank refused to settle and kept my $92 balance. It went to collections and I ended up paying in 2021. I am now receiving bills directly from J Jill for $790 with the account open again. I have not used this card in almost 10 years and this debt is now on my credit report. They harassed me with phone calls that I got to stop., but this problem never goes away.

  Business Response

  Date: 07/17/2023

  I have been working with Comenity Bank now Bread Financial to find out why her balance is so high since she said she settled a debt in December 2021.
  

  I still do not have a firm answer yet but I can see from history on her account that a purchase was made in 2017 for $217.27.  There was a payment made on 7/21/22 in the amount of $263.00, but then on 8/12/22 it was reversed and has not been paid since then, accruing. late fees and interest charges. This could be the result of a dispute filed by the customer and the bank found it was a legitimate charge.  I do not know that as of right now.
  
  The research into the account may take Bread Financial a few more days.  As soon as I have a response as to the status of the account will respond with a full detailed explanation and/or resolve.

  Customer Answer

  Date: 07/17/2023

  I have NOT made ANY purchases in the amounts claimed by Bread Financial. I have NOT purchased ANYTHING on that card since 2012. I have no idea what the charges are or who made them. I have not even seen a bill in years. The last and final payment was in 12/2021 for the past due balance that I accepted from 2012 of a little over $90. I do not owe the amount claimed and this needs to come off of my credit report. It appears to be either fraud or a mix-up on the part of Comenity.

  Business Response

  Date: 07/18/2023

  I am working with Bread Financial to get the matter resolved.  I have opened up an urgent case with Bread Financial to get the matter resolved, along with an explanation of the transactions.
  I am in contact with them daily and their team is looking into the matter.  As soon as I have the answers Stephanie and the BBB will be notified.  The most recent communication from Bread Financial was today and they are working to resolve the complaint.

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: this response was not a resolution, only an update. I reached out to JJill yesterday and have not received a return call. Nothing has been done yet so this case needs to remain open please.
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 shirt a couple weeks ago, a linen shirt. I did not wash it, and only wore it for 2 hours before a co wore asked me if I knew there were pin holes all over the shirt? Of course, I said no, and immediately called J. Jill. They said I could not return because it was worn. I was so upset about this because #1 it cost almost $80. #2 I had bought a wherever tank in the fall, on sale, and never washed or wore it. It got too cold too fast in MA. 3 weeks ago, I pulled it out of my closet, and again, tiny pin holes all over the front. That's now $150 worth of clothes ruined. I expect such expensive tops to be of better quality. No help from customer service, what so ever. I'd like to return and get a refund. I understand it's too late for the top I got in the fall, but the other? I mean, come on, they would not let me even post a negative review on their page! So nope. Never again. Should have read all the 1.5 star rating and reviews I guess.

  Business Response

  Date: 05/10/2023

  Please accept my apologies for the response received when trying to return a defective linen shirt recently purchased.  I refunded the amount paid for the item today.  Ms. ****** should see the credit to her JJ Credit Card account within 72 hours.  There is no need to return the Linen Shirt to us.  Please feel free to donate the item if you wish.
  
  If Ms. ****** would like to return the Wearever tank purchased last fall I will be glad to issue a Merchandise Credit for the current selling price of the item.

  Customer Answer

  Date: 05/10/2023

  
  
  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:05/01/2023

  Type:Billing 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.

  Opened an credit card account in J Jill store ( salesperson talk me into it in order to save 20% on my purchase); time passed and my credit card bill was due but not coming in the mail. I did not received credit card either and I did not know card number . After some calls and search I eventually found out that my card and my statement went to different city ( my name was correct but salesperson obviously entered wrong ZIP code while filling out the form). Anyway, buy the time they corrected my address and sent me the statement they charged the me $216.02 for the purchase of 177.02; I paid $177.02 but statements and charges continue coming even though I called many times JJill and Comenity- JJill and was assured that they will bring my account to 0 balance since it was entirely their fault. However, they never honor their promise and duty to keep going after me and demanding payment from me. At the end, I had to pay $41.00 even though I did not owed them anything, but, just to get them off my back.
  Some time after that I realized that my FICO scores from 830 fell to 740 and when i received credit report that i requested, realized it was due to JJill erroneous reporting! Many tries of my phone calls were not answered went nowhere. Please, refund my $41.00 and fix my credit report to reflect the truth that I am responsible person who pays her bills on time including JJill bill ( I should not be penalized for the incompetence of their employees; store clerk and service representatives on the phone - some of them rather very rude unprofessional and aggressive treating me as a ping pong ball). Their conduct is unacceptable!
  Thank you for looking into this!
  Sincerely,
  ***** *****

  Business Response

  Date: 05/02/2023

  Thank you for contacting JJill in regard to your most recent experience with Comenity Bank.  Per your request I issued a credit today 5/2/2023 in the amount of $41.00 back to your JJill Credit Card account.  You should see the credit appearing in approximately 72 hours. 

  Comenity Bank has been contacted to report to the credit bureaus that your credit should be restored back to it's original status along with an explanation that you were truly not at fault.  This request may take a little bit of time, but you should eventually see your score increase (back to the original).
  
  Please accept my sincerest apologies for the inconveniences this matter has caused for you.  As a token of my gratitude and for your patience and understanding I am sending a $25.00 gift card to be used at any of our locations, on-line or through the catalog.

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 paid of my credit account on 9/16/22 and was assessed a $5.95 fee on 9/22/22. I did not receive a paper notification of any late situation and the company left voicemails that sounded like a generic notification “if you need help with your account due to Covid or hurricanes…”
  Since I paid off the account, I didn’t log in the next month and several fees were assessed over the course of 3 months and my credit report was notified of this issue.
  My problem is I had no real notification of this and would have expected better and more personal notification.
  To resolve this, I’d like for my credit report to be cleared of the incident since I believe this is a miscommunication on both parts.
  I have paid the $61 fees that I believe shouldn’t really be charged, but I’m willing to make that compromise if my credit can be cleared.

  Business Response

  Date: 01/12/2023

  Comenity Bank owns and manages the JJill Credit Card.  Upon review of the account the $5.95 was noted on the statement Ms. ****** received with a due date of 10/17/22 (as per attached in this complaint).  At that time the balance due was not addressed, nor any subsequent months after that, thus the finance charges and late fees were being assessed.
  
  I am working with Comenity to get the customer's credit file cleared.  Please keep in mind that this may take up to 2 weeks to get resolved.  Once I get notification from Comenity of the outcome I will respond to this notification.

  Customer Answer

  Date: 01/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18700880, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/03/2023

  Type:Billing 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 made a purchase in September 2022 and, apparently, I did not receive a paper statement which I use to initiate the payment. I recently started receiving phone calls from Comenity Bank which prompted me to register my card and check my charges. My purchase was for $101 but the JJill Credit Card had charged me a whopping $34 penalty and interest each month so I now owe $181. Digging around in my account, it said I had opted for paperless notices. I NEVER opt for paperless statements on any account. When I searched, there were some email notices regarding my statement but I received hundreds of emails a day and didn't see these. This is a terrible way to do business. I am cancelling my account and I will cease purchasing from J.Jill.

  Business Response

  Date: 01/03/2023

  I reviewed the customer's account with Comenity and found there were additional charges of $74.64 due to late fees and interest charges.  I also saw the customer had paid the balance of $181.83 on 12/30/22.  The JJill Credit Card is managed by Comenity Bank.
  I apologize on behalf of Comenity Bank for the issues the customer has had to endure.  Since the account is at a $0 balance right now with no monies due. I can do one of two things for her.

  1.  I can offer her a gift card in the amount of $75.00 which compensates for the late fees and interest charges she has paid.
  2.  I can issue a credit on her JJill Credit Card which would mean Comenity would send her a refund check, or she could us the credit on a future purchase.
  
  If Ms. ***** would be so kind as to send me a message via email as to what her preference would be I will process immediately upon her response.

  My email address is:  Beverley.*****@jjill.com
  
  Thank you and my sincerest apologies.
  
  Bev *****

• Initial Complaint

  Date:10/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Please see the information I included in the letter I sent. The response I received was basically, even though I made a FULL payment weeks before my bill due date - I am still responsible for late payment fees - now totaling $114. I contend that the responsibility for recording my payment when it was received - before the date it was due - falls to them. As my letter stated, I was told by the customer service representative that I should just go ahead and pay the late fees and charges. I have an excellent credit rating because I pay ALL of my bills on time and I pay the FULL balance. Now I have daily calls from a collection agency saying that they are going to ruin my credit rating. I am demanding that they do what's just and send me a statement that all charges have been adjusted AND that any referrals to my credit rating have been REMOVED IMMEDIATELY. I spoke with my bank but as they made an "E" deposit I am unable to provide proof as to when my check was actually deposited to their account. These charges are fraudulent. If they will not do the right thing, then please advise me as to how I can remove this from my credit rating.

  Business Response

  Date: 10/06/2022

  10/6/2022 I was able to have a conversation with the customer explaining JJill does not hold or maintain the credit card in question.  I did obtain the CC # from her and manually issued a credit in the amount of the now balance due of $114.00.
  As discussed with the customer I will send a letter of confirmation that the account is now at a "0" balance to her.  I will be contacting ******** to have the negative reporting removed from her credit file.

  Ms. ******* has been advised to send my letter to the collection agency proving her account is paid in full.

  
  

  Customer Answer

  Date: 10/07/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18160915, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/16/2022

  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 made a return to JJill on the 26th of August for $83.45. Which this amount was suppose to be credit back to my PayPal account. I have called and spoke with the store where I made the return 3 times. I have called customer service 2 times and also spoke with a supervisor. They say it’s a waiting game. I have asked why can’t you just send a check in the mail. They have my returned item and my refund. Doesn’t make since, when they say they have problems with PayPal. NO other company has made me wait this long for a refund, and spend this much time and effort to get nowhere, but just wait…

  Business Response

  Date: 09/20/2022

  Thank you for your inquiry - JJill has had an issue with PayPal beginning August 24th.  Our teams have been diligently working to get the issue resolved and up until 9/10 had not been able to get transactions processed with PayPal.  The customer's refund could not be processed through on our end because she has a temporary hold with PayPal on her account.  Because of the hold on her account the refund owed to her will not be processed until she calls PayPal and releases the hold.
  
  Once the hold has been release by PayPal her refund will process.
  
  

  Customer Answer

  Date: 09/21/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with a reason for not accepting the business's repsonse to this complaint. 
  
  
  
  Sincerely,
  
  
  
  ***** **********