Complaints

This profile includes complaints for Jegs High Performance Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jegs High Performance Centers

  101 Jegs Pl Delaware, OH 43015-9279

• 

  Jegs High Performance Centers

  751 E 11th Ave Columbus, OH 43211-2613

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:03/28/2024

  Type:Customer Service 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 cannot reach anyone in customer support to cancel an order and have a refund issued.

  Business Response

  Date: 04/01/2024

  Hello, 

  Thank you for reaching out to us, I am very sorry to hear about the issues that you have had. It looks like your order shipped on 3/28 and is estimated to deliver to you on approximately 4/2/24 under tracking number ********************************************************* 

  Please let me know if you'd like assistance shipping it back to us once you receive it and I will provide you with a pre-paid return shipping label. 

  Thank you,

  Customer Answer

  Date: 04/05/2024

  [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 accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/27/2024

  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.

  Was charged for an automotive part that was never delivered, I was never sent an order confirmation or shipping confirmation.part was ordered 8/29/2023. Made several attempts to resolve the issue over the phone but was placed on hold for multiple hours.

  Business Response

  Date: 03/28/2024

  Hello, 

  Thank you for reaching out to us. I sincerely apologize for the issues that you've had. 

  I did locate your order and process a cancelation. ****** was not able to provide us with an ETA for shipment. You should see the refund back to your card in 3-4 business days. 

  Thank you, 

  JEGS Customer Care

• Initial Complaint

  Date:03/26/2024

  Type:Delivery 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 ordered some extended sway bar links for my truck to go along with my lift kit. They took my money but declined to send me order confirmation or tracking information. I sat on hold on the phone for over 30 minutes before the call dropped. Never made it to customer service. To make matters worse, I recieved order confirmation the following day randomly, but when I checked my bank statement they DOUBLE CHARGED my account the exact same price, just 2 seperate transactions. I only placed 1 single order and the item I ordered comes in pairs. I've tried multiple times to reach this poor excuse for a company to resolve the issues but nobody at Jegs is smart enough to be able to pick up a phone.

  Business Response

  Date: 03/26/2024

  Hi *****, 

  Thank you for reaching out to us, I do see you spoke with ******* this afternoon and she's taken care of this for you. You should a refund for the duplicate order in just a few business days. 

  I sincerely apologize for the issues that you've had. 

  Thank you,

  Customer Answer

  Date: 04/04/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

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

  Jegs High Performance Centers

  Apr 4, 2024 2:30 PM

  
  

• Initial Complaint

  Date:03/11/2024

  Type:Delivery 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.

  On February 19, 2024 I ordered a fuel rail for my car that was listed on the jegs.com website for my car, it did not fit whatsoever. So I went to return it on February 27, 2024 and had to pay for the return label which was ok but until today I have still not received any of my refund back and I know they have received the package because on the FedEx tracking it says that it was received by jegs. I am currently on the phone attempting to talk to customer service and have not been able to get in contact with them I have been on hold since the call started which is around 30 minutes.

  Business Response

  Date: 03/12/2024

  Hello, 

  Thank you for reaching out - I have located your order and processed a refund. It looks like this shipment was lost in transit to us. I sincerely apologize. 

  Thank you,

  JEGS Customer Care.

  Customer Answer

  Date: 03/13/2024

  [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 accept the business's response to resolve this complaint. Thank you for resolving the problem even with the package getting lost during transit. Yall were very helpful through bbb, but I do recommend you take a look into the customer service line because like I said I was on hold for 30 minutes before being able to talk to anybody.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/07/2024

  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.

  I ordered a starter that I no longer needed. I did not open the box and paid for it myself to be returned. I paid $192.26 and I only received a refund for $156.20. I called them and waited on hold for over 20minutes no answer but an immediate answer if you are placing an order. Customer service stated it was for a restocking fee and that they do not refund you the tax you paid. This is theft! Do not buy from this business.

  Business Response

  Date: 03/12/2024

  Hello, 

  Thank you for reaching out, I do see we've issued you a refund for the processing fee and your sales tax. The Sales tax is kept in accordance with your state and local laws; since they are not refunding us the tax on the purchase, we are not able to refund it to you. 

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 03/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  I spent $192.26 and I have received a refund of $156.70 and $20.57. I have not received an adequate refund as you owe me $15.00.
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 03/14/2024

  Hi ******, 

  The remaining money that has not been refunded is the original shipping fee. The original shipping charge is not refunded when a return is made. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:03/06/2024

  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.

  I have been trying to cancel an order that duplicated itself with Jegs for the last 3 business days. I used Affirm to finance, and now they have two order at Jegs with two loans pending at Affirm. I have made multiple calls to Jegs to cancel at least one of the orders - always on hold for more than 30 minutes. Once I waited over an hour on a call. No one answered at the customer service office. I contacted the store directly, they told me they could not help me and transferred me back to customer service, and the store personnel always promised to get me a live body - no, just back to the long hold queue. I NEED TO CANCEL BOTH OF THESE ORDERS NOW. I do not understand how Jegs can claim to have exceptional customer service and basically leave me with no options to cancel for the last 3 days. Jegs states they do not have the orders, but it is actually they have not yet processed them and Affirm has approved two loans now, where I only needed one. I just want to cancel all pending orders - 2 in total - with Jegs and never deal with them again.

  Business Response

  Date: 03/12/2024

  Hello, 

  Thank you for reaching out to us about your issue. We have voided the transactions with AFFIRM. You should see them refunded in your AFFIRM app and be able to re-place the orders without issues. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:03/05/2024

  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.

  Order a camshaft ***-***-***-** on January 17 package was supposed to arrive on January 22 I waited an extra 5 days on January 27 my order had been sitting in a fedex facility in San Bernardino I contacted Jegs on February 4th spoke to someone by the name of ***** ***** he “cc” me in his emails with fedex customer service he told me he would have an answer for me within 24 hours I was patient enough to wait from Wednesday until Tuesday from the following week to only get put on hold for 45 minutes
  I tried reaching him back via email and extension he provided and none of them work anymore it’s been almost near 2 months no money or part . At this point I want my money back and not deal with this company anymore there is plenty of performance part shops out there horrible customer service as I filled this form I’ve been on the line waiting for someone in customer service to answer the line currently been waiting 32 minutes

  Business Response

  Date: 03/06/2024

  Hello, 

  Thank you for reaching out - I sincerely apologize for the issues that you've had. 

  I do see that you've spoke to an agent and they have issued you a refund in full. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:03/04/2024

  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.

  Part isnt available and they let me go through checkout without telling me its on back order. I can't wait 5 months for this to fulfill. I will try elsewhere. My problem is that I cannot get ahold of anyone at the company through the phone numbers they provided.

  Business Response

  Date: 03/06/2024

  Hello, 

  Thank you for reaching out to us about the issues you are having - I sincerely apologize for the long waits. 
  
  I did locate and cancel your order. Since this was on backorder, we did not charge your card. 

  Thank you

  JEGS Customer Care.

• Initial Complaint

  Date:03/02/2024

  Type:Delivery 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.

  On 2/24 I placed an order with Jegs for a welding cart. As soon as I placed the order I realized by mistake I had ordered 2. I immediately emailed them to cancel the order and as pf today 3/2 I have yet to receive a response. I received my delivery of 2 welding carts on 2/28. One of them is severely damaged so I have tried calling several times only to be on hold for 15-20 minutes each time and have not gotten through to anyone. I have also emailed them about the damaged item and again no response. The customer service is terrible and this will be my first and last purchase from Jegs

  Business Response

  Date: 03/12/2024

  Hello, 

  Thank you for reaching out. I do see we started a tracer with FedEx, got this picked up and returned to us and have issued you a refund in full for this order on 3/8/24. 

  
  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 03/12/2024

  [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 accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/26/2024

  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.

  Order number# ************  Made an order on 2/23 for some car parts. When ordered I realized that the address was an address that is not even in my address list nore where I live. Call jegs immediately and sit on the phone for an hour no answer. Then I call back around 2pm my time and sat on the phone for a another 1.5 hours no answer. So then I call back and speak to the sales team and they transfered me to a customer service rep. Spoke to rep he claimed there was nothing he could do. I told him I spoke with fedex they said they just need them to change shipping and they could get the package to me. Jegs customer service rep said he couldn't do anything and to call on Monday. Currently it's Monday been on hold for another 2 hours and counting. At this point I want a full refund for the order due to not recieving said order.

  Business Response

  Date: 02/27/2024

  Hello, 

  Thank you for reaching out, it does look like we've requested FedEx to stop and return this shipment and the scans on the packages indicate that it was sucessful. We will issue you a refund in full once we receive the parts back to our facility. 

  Thank you

  JEGS Customer Care