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J&R Music and Computer World
Oct 12, 2010
Oct 12, 2010
EXTREMELY BAD J&R CREDIT TEAM SERVICE!!!
A couple of weeks ago I had ordered a Motorola i1 cellular phone from J&R (http://www.jr.com), opting for next day delivery. The order was confirmed, my credit card was charged, and an order confirmation was given to me. Ordering online was simple and easy. Although next day delivery was confirmed, because of the weekend, I would receive delivery of my item on Monday. I was fine with that. Come monday, UPS did not stop by. I went online to check my order status. My item was NOT shipped. I checked my emails, and sure enough they had sent me an email Monday mid morning notifying me that they cannot confirm my address. I called up their Credit Team, explained to them that I am renting a house (which of course, is not titled in my name). I gave them the owner's name, and they confirmed the address. I asked if they had the item still in stock, and that it would ship that day for next day delivery. All was confirmed. I did receive my order next day with minimal hassle.
A few days later, being satisfied with the phone's features and functionality, I ordered a SECOND phone from J&R online. Easily done as before. In anticipation of troubles with verifying my address again, I sent an email to the Credit Team of my order. I provided my current order number, my previous order number, and explanation for confirmation. It was early enough in the day I made the order to receive my ordered item the next day.
The next day, I anticipated receipt of my delivery, but when UPS passed by without stopping (they make fairly regular deliveries to my neighborhood), I was wondering what went wrong. I went online to check emails, and sure enough, I received an email saying that they could not verify my address. I again contacted the J&R Credit Team. This time around, the agent who identified herself as Denise, asked me to send ADDITIONAL information (copy of my DL, utility bill) which I told her does NOT have my shipping address on it. She insisted that I send nonetheless. I sent the info they requested. The next day, still my item has not been delivered, no email received, no contact whatsoever. I called again and simply asked the answering agent for a manager. The manager/supervisor identified himself as Neil. I again explained to Neil what was going on. He seemed very nonchalant and unsympathetic to what I was telling him. He said that because of one thing or another, something is different on this order that they cannot verify my address. He offered no other solution or input for me, other than that explanation. I told him that everything was the same as my 1st order; the item was the same, the billing address was the same, the ship-to address was the same (as verified on my previous order), even down to the same credit card used! He put me on hold so that he could review my 1st order. When he came back on the telephone, Neil said that they would release the order for shipping. I asked him if they still had the item in stock and if I would still receive it next day. He confirmed both. He even confirmed that I would receive a 50% refund of my shipping costs credited back to my account.
Next day came; again, no delivery, no email, no contact whatsoever. Online status shows my order as CANCELLED. I contacted J&R Credit Team again, and spoke with agent Henry. He confirmed my order was cancelled because the item I ordered, they did not have in stock. I told him that I did not cancel this order, nor did I receive any email, phone call, or voice message from J&R that my order was being cancelled. I asked him what manager was on duty and he confirmed it was Neil. I asked Henry to just REFUND my entire purchase price including shipping back to my card. After putting me on hold for a bit, he said that the credit to my card has been made. I asked him again if the authorization has been removed and he again confirmed. He said that if I did not immediately see it, it may take a few minutes to go through, but confirmed it has been made. I finally got off the phone with the J&R Credit Team at 5:45pm Eastern Time, close to their closing time (6pm Eastern Time). At 6pm ET, I still had not received any credit.
I contacted J&R Customer Service and spoke with Cynthia, who identified herself as being one of the on-duty supervisors. She told me that my order had NOT been cancelled, and that it was just PENDING a backordered item. I thought to myself, wtf!?! Cynthia seemed very sympathetic after I had explained what was transpiring between me and the J&R Credit Team. She said that she would ensure that the order is cancelled and that I would receive a full refund for my order. She also explained that this will not be done until tomorrow, because the J&R Credit Team is the only one that can process my credit. As it is only today I spoke with Cynthia, I will have to wait to see what gets done.
I am TOTALLY DISAPPOINTED with the J&R Credit Team service. because of them, they have lost me as a return customer.