ComplaintsforJ.Jill

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was shopping in the fall at West Farms Mall in West Hartford ct. I identified approximately 650$ in merchandise I purchased at J.Jill. They offered a discount if I signed up for a credit card, which I did since it was such a large purchase. When the bill came, I paid 100% of the bill on the day it was due. J.Jill sent me a follow up bill the next month for approximately 8$. I assumed mistake with their billing and timing of the payment vs mailing a paper bill. The next month the bill is now 16.70 and today I received a mailed bill and a phone call asking me to pay 35.49$. The woman I spoke in 3/4 confirmed that I owe money on the cc even when I paid it in full 100% on the due date. How is this legal, fair, or reasonable?

  Business response

  03/07/2024

  Thank you for your patience while I researched the complaint.
  I reached out to Breadfinancial who manages the JJill Credit Card.  Here is their response of the charges incurred on the customers' account.
  The account had a due date of November 18, 2023.  The payment was not received until December 7, 2023.  Thus, a late fee was assessed.  Each month after that there were fees associated with non payment.

  November 18, 2023:  Late fee in the amount of $30.00 assessed.
  November 23, 2023: Finance charge in the amount of $15.75 assessed.
  December 7, 2023:  Payment received (out of grace period). $626.97.
  December 24, 2023: Residual Interest Charge in the amount of $7.35
  January 18, 2023:  Late Fee in the amount of $7.35
  January 24, 2024:  Minimum Interest Charge in the amount of $2.00
  February 18, 2024: Late Fee in the amount of $16.70
  February 22, 2024: Minimum Interest Charge in the amount of $2.00
  Total Charges and current balance:  $35.40

  As a courtesy I will be crediting her JJill Credit card in the amount of $35.40 as this is the most recent balance as of today 3/7/2024.  I would suggest the customer check her balance after this adjustment posts.  She should see the credit in about 48-72 hours.
  
  Thank you again for your patience.

   

  Customer response

  03/07/2024

   
  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

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order number *****673. Purchase price included shipping $ 114.30 1/18/24. Order shipped on 1/19/24 as of today 2/1/24 order remains in Memphis Tennessee and as remained in same location since 1/22/24. I’m asking for a refund to my credit card. I’ve placed 2 calls to jjill it’s been 9 business days and their policy is 7 and they now want more time asking for 14 days before they say the package is lost. Just want refund , will not be placing more orders with this company Thanks,

  Business response

  02/05/2024

  Dear Ms. *****,

  I have reviewed your complaint and traced the progress of your order.  Due to serious weather conditions across the United States UPS shipments have been delayed.  I apologize for the agent not relaying that bit of information with you and the reason they had wanted to give the package a few extra days.  I refunded your order for the shipping charges of $10.65 as a onetime courtesy.
  
  Tracking of your package today said it was delivered by the Post Office Friday 2/2 @10:30 A.M at Garage/Other Door.  Tracking information is attached.
  
  Please feel free to reach out if you have any questions.

  Your shipment
  **************6840
  
  
    Delivered On
  Friday, February 02 at 10:30 A.M. at GARAGE/OTHER DOOR/OTHER LOC
  
  
  
  Tracking Status
  Delivered by Local Post Office

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2023 I ordered from JJILL. Return same in December 2023. Still had an unexpected charge on my bill for return charges even when using a post paid envelope provided by JJILL. If the information was available, it is not evident enough. I then called to question this and cancelled my card in late December 2023. I sent a letter refuting the postage charge. Meanwhile, In January I was assigned a customer service and late fee of $32 - on a closed account with a charge that was refuted and about which I had received on clarifying answer. ******** customer service was wholely unhelpful, preferring to read from a card rather than listen to the customer and assist. I request a refund of the late fees.

  Business response

  01/17/2024

  Please accept my apologies for the delay in responding.  I have just returned from vacation.  I had an opportunity to review the customers complaint and profile.

  January 10, 2024, the return label fee in the amount of $8.95 was refunded to her JJill Credit Card Account.
  January 12, 2024, the customer was issued a $25.00 gift card with our apologies.
  January 17, 2024, ******** Bank removed all charges.  Unfortunately, there was a small balance due of $1.83.  This amount was credited to her account by JJill on the 17th as well.
  
  Once the credit of $1.83 posts the account will be at a $0.00 balance.
  
  Again, my sincerest apologies for the delay in my response.

  
  
  

  Business response

  01/17/2024

  Please accept my apologies for the delay in responding.  I have just returned from vacation.  I had an opportunity to review the customers complaint and profile.

  January 10, 2024, the return label fee in the amount of $8.95 was refunded to her JJill Credit Card Account.
  January 12, 2024, the customer was issued a $25.00 gift card with our apologies.
  January 17, 2024, ******** Bank removed all charges.  Unfortunately, there was a small balance due of $1.83.  This amount was credited to her account by JJill on the 17th as well.
  
  Once the credit of $1.83 posts the account will be at a $0.00 balance.
  
  Again, my sincerest apologies for the delay in my response.

  
  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Returned items at local jjill figgarden Fresno ca On Dec1 2023 One item of $170 was returned total of return was $343 $172 was not returned Another return $134 showed on purchase history but didn’t show on transactions until Dec26 Returns all items on current bill and repeat larger item and a pl jacket And the transactions show up $102 and $98 But $172 hasn’t showed up

  Business response

  12/29/2023

  Good afternoon -
  

  I want to first express my sincerest apologies to the customer for not seeing the credit posted to her account.  I did some research with the bank and discovered there were some transmission errors during the time frame the credit should have been posted.  Comenity is diligently working to correct the issue, but in the meantime, I processed a credit to her JJill credit card today in the amount of $172.28.  The credit should post in about 48-72 hrs.
  
  Comentiy has assured me that all charges related to the error will be corrected on their end and the customer will not see any.  There is also a possibility the customer will see a duplicate credit when the bank corrects the transmission issues.  If she does it is hers.
  
  Again, my sincerest apologies for the delay in posting the credit.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number 265***** was ordered on 11-26-23. I paid $10 for shipping. That was THREE weeks ago and I still have not received the order. This is a Christmas gift that I need IN TIME FOR CHRISTMAS! I emailed J Jill multiple times but J Jill rejected all my emails. PLEASE MAKE THIS RIGHT. NEED THE PACKAGE ASAP OR NEED A REDUND ASAP!

  Business response

  12/18/2023

  I tracked Ms. ***** package placed on 11/24/23.  The package appears to be lost in transit.
  A new order has been placed at a $0.00 cost to the customer.  The order # is 6708**** and is being shipped for overnight delivery.  The package should be received Wednesday.

  I do not have an explanation for the rejection of her email address we had on file.  I took the liberty of changing the email on file to the one provided in the BBB complaint.  This may ensure she receives order and shipping confirmations.

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2******8, and find that this resolution is satisfactory to me. Thanks to the business for doing the right thing!
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been other complaints prior. Same problem - trying to pay my bill online but I can’t because I keep getting a message “not secure”. I tried calling and that was a joke. Couldn’t even reach a PERSON at first. Finally I was sent a link to ******** Bank and that page had a red warning. WTH?? That was a week ago - I tried again today - SAME issue!! Worried about late payment charges and my credit!! They also (JJill) treated me like I was senile

  Business response

  12/22/2023

  12/22/23 @1:40pm I left a message for the customer to call me back so I could help her with the issues she has been having paying her JJill Credit card on line.  Her account was checked and I see a payment was made on 12/20/23 and there is a $0.00 balance on her account.  I did not see any late fees posted as of today.  However, if there are any I will have them reversed.
  
  The message asked her to give me a call so I could help her.  I was also reaching out to ******** Bank to have her Credit Report reversed if there were any negative marks against her.
  
  The response from the bank may take up to 3 wks at which time I will respond to the customer via telephone call.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/13/23 I returned an item in the amount of 75.54 to the Jill store in Braintree, ma. As of today, 12/8/23, the refund has not been applied to my Jill credit card. I have made numerous calls to Jill concerning this and was assured they identified the problem which was caused due to a nationwide change in their registers. This caused my credit to be applied to a **** card ending in **** which does not belong to me. They said it was an error and would be corrected which it has not been. Most recently I was informed by the store manager in Braintree that according to her district manager they don’t know how long it will take to resolve. I now am incurring an additional 7.28 on my card as a finance charge. I want my credit processed immediately and will then close this account. Very poor expedition of resolving this error. I am at a loss where to go next and need assistance to get this matter resolved.

  Business response

  12/08/2023

  The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023.  The finance charge of $7.28 is related to the balance that is being carried on her card.  I have adjusted the $7.28 finance charge as a courtesy.  The adjustment will be seen in 48-72 hours.

  10/20/2023 - Trans Date
  10/20/2023 - Posting Date
  
  Adjustment
  ($75.54)

   

  Business response

  12/08/2023

  The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023.  The finance charge of $7.28 is related to the balance that is being carried on her card.  I have adjusted the $7.28 finance charge as a courtesy.  The adjustment will be seen in 48-72 hours.

  10/20/2023 - Trans Date
  10/20/2023 - Posting Date
  
  Adjustment
  ($75.54)

   

  Business response

  12/08/2023

  The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023.  The finance charge of $7.28 is related to the balance that is being carried on her card.  I have adjusted the $7.28 finance charge as a courtesy.  The adjustment will be seen in 48-72 hours.

  10/20/2023 - Trans Date
  10/20/2023 - Posting Date
  
  Adjustment
  ($75.54)

   

  Business response

  12/08/2023

  The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023.  The finance charge of $7.28 is related to the balance that is being carried on her card.  I have adjusted the $7.28 finance charge as a courtesy.  The adjustment will be seen in 48-72 hours.

  10/20/2023 - Trans Date
  10/20/2023 - Posting Date
  
  Adjustment
  ($75.54)

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct. 17 I asked my bank to pay my Jjill bill on Oct. 23. The due date was Nov. 1. A check was sent by the bank on Oct 23. I received my Dec. bill today with a late fee of $40 and interest of $5.89 because the check was not processed until Nov 6. The check traveled 300 miles but I was told if paying by check you must allow 14 days for processing. Its that customer service or another lucrative source of income?

  Business response

  11/20/2023

  Good afternoon -

  I reached out the bank and was told there were adjustments already made to the account.  The account was closed by the customer and charges have been removed. ($5.89 of interest and $15.00 of the original $27.00 late fee.)  The bank has been requested to remove the remaining $12.00 late fee.  I was also informed there was no $40.00 fee.
  
  As soon as I hear back from the bank on the removal of the additional $12.00, I will respond with their answers.  I am also checking on the 14-day processing and when the check was actually received by the bank.

   

  Customer response

  11/20/2023

  There was indeed a $40.00 late fee.  I did close my account so i cannot get a copy of the statement to check.  Are you able to get the last statement showing the late fee and interest?

   

  ****** ****** The bank sent the check on Oct 23 and it should have arrived on time.

   

  ee Regan

  Customer response

  11/22/2023

  
  Complaint: 208*****
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** *****

  Customer response

  11/25/2023

  On 11/9 return for $42.63 after paying bill in full

  late fee in Nov for 27.00

  interest fee 5.89

  i feel I am due $43.63.

  Comenity says $30.63
  where is my $12.00?

   

  * *****

  Business response

  11/28/2023

  We have been in constant contact with Comenity Bank.  The Bank has forwarded our request for additional information to the Complaints Department, which is still investigating the matter as of 11/20.  The bank indicated that they left a VM with ****** to let her know it is being investigated.  We have also requested copies of her statements showing the various fees and credits.
  
  I am continually working on the matter to get to a resolve.

  Business response

  12/04/2023

  On the 29th of November the bank informed me a credit in the amount of $12.00 was posted to the consumer's account.  Her credit balance is $42.63.

  Business response

  12/04/2023

  On the 29th of November the bank informed me a credit in the amount of $12.00 was posted to the consumer's account.  Her credit balance is $42.63.

  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  when i go on line to make a payment to jill, Att, these accounts will not let me get to account to make a payment. when you call they keep you on hold hoping you will hang up. the sound goes in and out. this happens every time that i try to make a payment. my credit is good and would like to keep that way

  Customer response

  11/02/2023

  Jill called today. My problem goes unanswered. I tried to tell the lady that my problem is not changing my user name and password. Im quite capable of doing that. I explained that I have to call a number to pay my bill. Ive had account for at least 15 years. I asked her to please review my account. I want you to see that i have made my payments on by phone. she said it would take awhile to investigate. i asked please invest my account. i have paid my bills on time. i said please look into my account. i explained that you should have looked up my information before calling me. i said i will contact the bbb again to let them know you have not helped me. i said take what time you need. after looking at my account call me back.1 or 2 months ago i had a minnie stroke. i explained getting upset is something i can not afford to do.i told her that i will get my nephew to call you because you don't understand. ******** ****** ****** or my brother *** ******. i didn't tell her i have a masters degree. i could not get her to listen to me. i want you to know she did not help me. all i want is to go online and make payments. as always in advance thank you

   

  Desired Resolution: Contact by the business; allow me to pay my bill online without having to search for payment page that can not be found. stop making me call in my payments

  Business response

  11/09/2023

  10/31/23 After receiving the BBB complaint ****** was contacted to discuss the issue of not being able to make her payments on her JJill credit card on-line.
  I was able to walk through the process ****** was following to make her payments.  I followed the same process and encountered an issue with her username.  I was able to retrieve her username and access her account.  I did ask her to login to make sure she was all set.  I have not heard from her.
  
  One of her other complaints was she wanted to know now many times her payment was made by phone.  Since the J.Jill credit card is managed by ******** Capital Bank, I did not have the information accessible to me at that moment and let her know I would research and get back to her.
  
  As promised, I was able to get the information from ******** Bank.  Below are how payments were received on her account from November 2022 to current.
  
  11/7/22- Online
  12/4/22- Online
  1/3/23- No payment
  2/3/23- Online
  2/4/23- Phone- IVR
  3/5/23- Online
  4/2/23- Online
  5/2/23- Online
  6/4/23- Phone- IVR
  7/7/23- Online
  8/3/23- Online
  9/5/23- Phone- Representative
  10/2/23- Phone- IVR
  10/30/23- Phone- Representative
  
  Please note that the  J.Jill credit card is managed by ******** Capital Bank.  The customer can make payments online and view payments made at the following link:
  https://d.********.net/ac/jjill/public/home or may also contact ******** directly at 1-800-329-9713 if she is continues to experience having issues accessing her online account.

  Business response

  11/09/2023

  I would also like to add to the response I made earlier that I I will be following up with the customer via email to provide her with the requested information regarding how payments were received on  her account from November 22nd to current.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During the purchase checkout process, I intentionally opted out of marketing emails. Regardless, the company began sending multiple daily marketing emails. I have repeatedly requested that my email be unsubscribed. There is no change in the rate of marketing emails.

  Business response

  10/30/2023

  Thank you for being a JJill customer.

  I reviewed your complaint and addressed it with the correct department.

  The following name and address will be removed from all mailings & email promotions.   Please give the team 72 hours to complete the request.

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

  Please accept my apologies for any inconvenience this may have caused.
  
  Bev

   

*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. ↩