Janie and Jack
Reviews and Complaints

We placed an order of over $750 (order number J05382887). They shipped it with FedEx, the tracking says delivered but we didn't receive any of the three parcels. FedEx has no proof of delivery, and Janie and Jack says that once FedEx lists an order as delivered, they are ni longer responsible. Their advice is to take it up woth my bank institution, which obviously has nothing to do with this. ABSOLUTELY DISGUSTING THEFT!

Fedex showed my package was delivered and when I checked it was a wrong place, not my house. Immediately I emailed and called and chatted with Janie and Jack rep who despite my sending pictures of my home and the pic of the home it was delivered too being different told me to contact My management. I said we dont have a management and then she said get in touch after 4 days. Again I got in touch with another rep who said to file a claim with my own bank . This is so frustrating.

I noticed a charge from Janie & Jack on my credit card statement a few days ago. I haven’t purchased from them in a few months, so I immediately called my bank and reported fraudulent charges.

My account was suspended while I wait on my new card to arrive. I ended up looking through different charges and cards to make sure there were no other occurrences.

As you can imagine, very stressful.

While I had already contacted my bank, I contacted Janie & Jacks customer service department.

I received an email DAYS later, informing me that there was a “glitch” in their system, so the September 2023 charge is actually from a purchase made in MAY 2023!

There was zero communication until I reached out.

All I received was a “Sorry for the lack of communication.”

Unbelievable.

I placed an order online on may 29th and paid extra for a fast delivery from 3-5 days because I was leaving. On the 5th day that I was supposed to get the order I called several times and sent at least 4 email letting them know that they were late already and that I wanted to cancel my order because I was leaving the next day. They told me it was in the warehouse that they couldnt cancel so I told them where would be noone there to receive the order. They didnt care and told me I was going to get it by the 9th.

I left the house on wednesday 7th and they probably went ahead and delivered it on friday 9th. Now I call and they tell me that its not their fault if its a theft, which is not because I told them several times that there would be noone at the house.

I tried to order items for my nieces. When I submitted the order it stated "order was unable to be processed, please check your information and try again", which I did and got the same message. When I checked my credit card it show two transactions for the same amount. When I went to check my orders from this company there is no record. So I had to resort to disputing these charges with my CC issuer. Shady AF.

Placed an online gift order. Spent over $140, opened empty box was left on doorstep. They claim because FedEx sent a picture upon delivery there is nothing they can do. I questioned if it was sent via FedEx why wasn’t a signature required? That was completely ignored. Even a partial refund would have been satisfactory. The items I received were not delivered and I am out the money I spent. Given their lack of care, I would never shop there again nor recommend any of my friends shopping there.

I placed an online order in late May and was sent the wrong item for one of the items within my order so I packed it up and shipped it back with the appropriate return reason and using their free return label. I later tracked my item and saw it was delivered on June 8th. Today is July 29th and I still have not received my refund. I've emailed the company twice with no response. I also tried calling but no one answers the phone. I'm shocked by the customer service because Janie and Jack is such a high-end, reputable brand. This makes me really sad because I love their clothing for my kids and I've shopped there quite often. I'm also frustrated because it was their fault for sending the wrong item, not mine so they should have remediated this issue right away for me.

I paid express shipping just to find out that 10 days later my order still has not yet been shipped! Their customer service was no where to be reached, not by phone call, and their chat button always shows “offline” even during their socalled “business hours”; I sent them 2 emails and both were completely ignored. I have been shopping with Janie and Jack for 8 years and for the past 2 years they have gone from okay to worst in customer service.

Absolutely horrible service provided on January 15th, 2020 at the Janie and Jack store in the Galleria Mall in Roseville. Went there with my husband and two kids to exchange a girls coat that my daughter got for Christmas for a bigger size. The coat was only worn once when my daughter tried it on, all the tags and receipts were kept. However right off the bat the saleswoman stated that she can't take it because there was a small dust particle. I removed the dust particle, ( just dust, not dirt, no spots on the jacket) I told her to inspect the jacket, as again my daughter only tried it on. The sale woman accepted it, but started making faces with another sales person, thinking that my husband and I were not watching and stating sarcastically how we brought the jacket "right on time" a day before the 45 day return limit. Again I was not even returning it, just wanted a size bigger. I asked her to help me find it in the store, and she ignored me multiple times. Continued making faces at the other salesperson. Absolutely unprofessional. If i'm paying for a $100 coat for a 3 year old who will only wear it for a season, I expect good customer service. My husband and I decided not to take our business to Janie and Jack any more; and I'm sharing my experience with other moms who shop there.

While Janie and Jack was being bought out by the GAP, they stop temporarily taking returns. I called their customer service line to make sure that any merchandise I bought during that period could be returned once they started accepting returns again. I was told by the Customer Service Representative that I would be able to return any items, regardless of the date of purchase during the no return period. Now, their new return policy states that they will not accept any returns for items purchased before March 5th. They are leaving many loyal customers stuck with merchandise that does not fit and will not offer a store credit or even an exchange. This is such a bad business practice and a lack of basic customer service. They should revise the policy before they start losing they loyal customer base. I have multiple items purchased in February and early March that I have no idea what to do with now. My order numbers are:
J00980851
J01116824

At this point I would gladly take a store credit or an exchange.

I have just spent 40 minutes trying to put in an order (after spending a lot of time picking the items, etc) at janie and jack. After spending time to fill out the form, i kept putting my cc information and it kept failing to get through. I called my bank they said it was due to the merchant. I even tried my husband's card it didnt work. Each time putting the billing address, card information etc takes so much time. Finally when i called j&j i was told that the order wasnt going through due to a technical failure and that they would email me back about it in 1-2 days! on top of this i would have to put in my order all over again! this is unbelievable in this day and age when customers have tons of online purchase options. I had to spend 40 minutes online plus 15 mins on the phone and on top of that have to wait 2 days then spend another 20 mins at least to place the order again? which customer are they expecting to put up with this? i hope they are aware that their technical failures may fail their business. I really regret that i chose to order from j&j in the first place.

In addition, i tried to send this complaint message through their online form and even that did not go through (another 10 mins wasted)

I worked for Janie and Jack for over a month and still have not received a pay check and when i asked Stephanie the store manager
she said they would mail it never received one so I inquire again and again to get no results, Janie and Jack owe me pay for service work would still be working but have not went back because i feel i'm working for free, I've try to get HR phone number but they would not give to me just keep ignoring me would just like to be pay what they owe me.

This is the first time I purchased from"Janie and Jack" and I had no clue what I purchased was a final sale and when I went to return the item they said it's final sale and cannot be returned/exchanged. They were describing there policies when I went in to return the product, why couldn't they do the same before the product is purchased. I am now stuck with the dress which I don't like and I lose my money😡

I was overcharged on one order. On another order, they only refunded me 60% of the amount I paid. On yet another order, a dress came apart and I was promised a refund. On another order, they have again received my returned items but not refunded my money (even though tracking proves and they agreed that they have the items). I have contacted them every week, 3 times a week by telephone, and twice a week by email since December 31, 2015. I have spoken to at least 10 people. I have emails from them and voicemails stating that I will be receiving my refunds within days. It has been 2 months and I have not received 1 cent back. This is absolutely ridiculous. I cannot believe how unethical a company of this size is. They have my money, they have the products, they admit both, but have not refunded my money. I am at my wits end with them. I cannot stand calling again and again. It has reached a point where I will now seek legal action, and I will take to the internet. I would expect this outcome from a company running in a 3rd world war-torn company, not a Gymboree company.
I am disgusted. I am at a loss for words.
I warn you, if you have to return anything to Janie and Jack, they do not update your account. You need to check your cc statements monthly, and then cross check it to what you paid. Chances are you will either not get a refund, or will not get back what you paid.

Buyer beware.

I have a coupon stating that it's good for in-store and online purchase. The coupon expires on 1/31/16. I used it on 10/22/15 online but the site didn't not accept the coupon code. I called in to Janie and Jack and the customer service representative told me that they had a promotion going on so that the coupon code couldn't be used on top of that promotion. So I waited till the promotion was over and used it on 10/25/15. The site still didn't accept the coupon. I called in again and this time they told me that the coupon code could only be used in-store and not online. This is completely different from what is stated on my coupon. They even made up the false accusation saying that some people would just print valid coupon code on fake coupon card. I am 100% sure that I got the coupon card from a 100% valid source. The Janie and Jack customer service is so unprofessional and they are not willing to solve your problem. As a top-notch apparel retailer in the nation, I think their customer service is under par. I rather go somewhere else for my children's clothing instead of to Janie and Jack again. For people who live not near by a Janie and Jack store, online purchase is the only solution. I can find a lot more better deal and better clothings online.

I ordered shorts for my son from their danbury, ct store from their phone ( they were out of his size in store). Just found out my order was delivered yesterday to the wrong address. I called customer service, girl was snotty and said well I guess he heard you wrong 9A sounds like 98, why didn't you check your email. I did when I realized the shorts still hadn't shown up but it was too late, they had already been delivered to the wrong house. Girl told me to call ups and to dispute it with my Discover card. Said it's my fault for not checking my email. I'm a busy mom who is rarely on my computer. Cant believe this is the answer I was given. Their ordering dept typed in my address wrong so I didn't get my package and now according to them they will not take any responsibilty for it. Order #[protected]
shipment #[protected] . I live at 9A not at 98. Ups can't help me cause it's the shippers fault for the wrong address. Will never shop with them again. Very disappointed .