Janie and Jack Reviews 108

I spoke with Brenda at Janie and Jack on the phone today.
They sent me someone else's order and not my own.
One hour later on the phone and the only compensation for my time was 5% off the order.
Meanwhile I had to be placed on hold and send emails.. Terrible experience.

Fantastic experience - didn't have the size I needed in store. They gladly shipped the size straight to my home and it arrived within 3 days!

My package was delivered to wrong address. I got picture that my package has been delivered but I didn’t even recognize the house where it was delivered. I contacted customer service they asked me to check the address where it was shipped. I said the address was correct but I have no idea where it was delivered. I was told that I have to handle this situation by myself, they told me I can do claim to the carrier company or contact my financial institution. This is the worst customer service which I met in my life. I spent a lot of money buying their product. I was their customer for several years. I am still on a process to dispute it, they told to my financial institution that the package was delivered to the right address. It’s insane.

I’ve had one of the worst customer experiences with Janie and Jack. Not one, but two of my orders were never received. When I tried to resolve this through customer service, the process was incredibly frustrating. The automated phone system keeps you on hold, only to hang up on you at the end, redirecting you to email instead.

On top of that, their return process is just as bad. It’s unnecessarily complicated and slow, making it nearly impossible to resolve issues efficiently. This is unacceptable for a company of this size.

I expected much better communication and resolution from a brand like Janie and Jack. My trust in their service has been completely shaken. If you value timely shipping, hassle-free returns, and responsive customer service, I’d recommend looking elsewhere.

Honestly the worst customer service I’ve ever experienced considering how they are considered higher end pricing for baby/toddler clothes. I spoke with Brenda and she said they will offer me a promo code and submit a request to get me a refund which was denied, laughably so. My toddler hadn’t even worn the dress and it’s now discolored after one wash… a complete waste of $40. Considering I’m an avid Janie and Jack shopper and have spent so much money here, I expected better. However, this was a very disappointing experience.

Their products are great but echoing everyone else’s comments on shipping. When you spend $100+ on a single item of clothing for a child, you’d expect amazing shipping. Instead, it takes them 7-10 days to even fulfill your order. And then they ship via no name companies. Do not trust the shipping estimates on their website. Expect an extra 2-3 weeks for any of their products. It’s been 2 weeks and I’m still waiting. Will not purchase again on the principle of it all.

Their website is awful - the website needs a major update: I've had so many issues with their website from their chatbot not fitting into most viewports (I think this is fixed now), to their customer service being insanely slow to respond - why have chatbot if no one is available to assist or to share an estimated wait time? - to their checkout process not recognizing Gift Cards as payment so that your can then complete the order. The filter on clothing always leaves items out. I do like some of their clothing, mainly jeans for toddlers, but I would not shop there if my inlaws didn't give us gift cards and clothes from J&J bc I waste so much time trying to make a purchase. Compared to a Shopify ecommerce experience this makes me feel like I'm using a dialup connection. :/

I love their clothing for my baby. It holds up! She’s starting to crawl and the leggings hold up. Other pants get holes. Plus it is fashionable.

I’m ditto on the shipping. Still waiting 11 days later. Called and they can’t give me a date. Don’t order from them. Can’t understand person talking in customer service and I didn’t know it was coming by stagecoach! Too many nice clothing manufacturers out there to put up with this.

Worst Customer Services ever received - order two times only and both times ordering, it was a complete nightmare.

Terrible customer service. The online chat ends without finishing the conversation and without solving the problem. They canceled the order for unknown reasons and were unable to give a clear answer. Disappointed.

Horrible online store. Took my order 12 days to arrive and NO gift boxes were shipped. The whole point of this high end store are the upscale gift wrapping. Now I'm suppose to wait 10 more days until I get the boxes. They will not arrive on time and now I have to use other gift wrap options. Never again will I shop at this overpriced store. Not overly wonderful quality of clothing anyway.

I went into store 900, (Somerset Mall in Troy, MI) last Sunday. I was purchasing Easter items for my children. The shirt I really wanted for my son was out of stock in his size. However, the associate assured me she could get the right size ordered and shipped to my home. I received the item today but I told her I needed a 4t and she ordered an 8. I called the 1-800 number on the receipt and told him the situation. He stated because the order was correct, just the associate made a mistake on the sizing, so I needed to call the store directly. The woman who answered the phone was rude and seemed like I was bothering her. In the event that they made a mistake, they should have apologized and asked what they could do to make it right. Instead, she gave me attitude and never once apologized. As a business owner and someone who works in Customer Service, I know how far showing a little kindness can go. She did none of that. Now, I have the headache of returning the item I cannot use and having to repurchase the item online and hope I get it in time for our Easter photos.

I've ordered from this company before, but on this last order my daughter never got the package. When I contacted customer service they said that since the package showed as delivered there was nothing they could do and to contact my financial institution or file a claim with the carrier. The carrier says Janie and Jack has to initiate the claim, they refused and just refered me back to my financial institution. Horrible customer service!

If I could rate Jane and Jack with zero stars, I certainly would. The level of customer service I received was abysmal, unlike anything I've encountered in a long while. Typically, I don't voice complaints when faced with poor service from them, but this instance compelled me to speak up. I made the effort to call the company after placing my order to ensure it was received, as my orders tend to arrive late. This time was particularly crucial as I needed the clothes for a family funeral we were flying out to. Despite purchasing 1-day shipping, after 5 days, there was no delivery, and checking the status revealed it hadn't even been shipped. Upon contacting them, I was informed of another system error, causing the order to not go through. I questioned how this could happen after confirming receipt of my order over the phone, but received no satisfactory explanation. The only options offered were to ship it the next day or cancel, neither of which was feasible given the urgency of the situation. The representative displayed a lack of concern and made no effort to resolve the issue. While I admire Jane and Jack's clothing, I can't overlook this recurring problem. This experience has been one too many, and I won't be making any future purchases from them.

I ordered 26 items costing around 1000 Euros 10th February 2024. I only received a small box of parcel that has only 2 items. I went to my local carrier to ask if they left any parcel for me in the depot. My local carrier said that they received only one small box. They asked me to reach out to customer service of Janie and Jack. I mailed to customer service of Janie and Jack and explained that I did not received my parcel. I received only a small box including 2 items. It had been 2 working days since I mailed them. I have been not responded yet from Janie and Jack. I asked you to refund my money!

package was delivered to wrong address in nyc. they said since they received delivery confirmation they are not responsible and to take it up with my financial institution. suggested i run around to the other large buildings in the city and check all the lobbies. ahhh this is NYC. terrible customer service for a repeat customer that they have now lost.

they took a long wayyy in processing the order. Most company will ship within 2-3 days. this one has been a week and still not shipped the order. This is my first time ordering online from them. I thought big brand company has good reputation including the shipping matter, I guess not all!

Horrible customer service! Wanted to refund my order before it came, tell me to wait four days until it came and I waited four days and the order status changed to fulfilled and when I checked it, it said it was delivered and it had a picture of the package and apartment and I do live at an apartment, but that was not my apartment complex office it wasn’t near where it was and I went to my apartment office and the filed a missing report and they said that they haven’t gotten any packages missing or seen yet and when I tried to talk to customer service they said they couldn’t do anything because it was already delivered and then I reported it to the police, but I already reported it and the next day when I tried to talk to customer service again. They ended the chat on me. I don’t see the point in having customer service if you’re not willing to help in any situation or if you’re not able to refund anything after placing an order even if you don’t want it anymore or even if it’s missing at all. DONT ORDER FROM THEM EVER!

I placed an order online on 11/28. Never heard back. Then emailed them on 12/14, never heard back. Today I gave them a call only to find out “oh your order never existed”. Apparently Janie and Jack is selling items they don’t posses. So some items in my GIFT order were not in stock and not only they canceled this order. But NEVER notified me that it was canceled. Now it’s 5 days before Christmas and I have no gift. The customer service representative was not only not apologetic, but also gave me an attitude; as if it was MY JOB to know the inventory, how dare u order an AVAILABLE item off their website without knowing it’s actually not available. What a ridiculous waste of money. Order# J05561853