Review Time
i received my order from Janie and Jack, which was meant to be a gift for my granddaughter, and unfortunately everything arrived soaked in oil.
I contacted UPS and was advised to reach out to the company so they could file a claim. I contacted them immediately and was instructed to return the items. However, UPS refused to accept the damaged, oil-soaked box and contents. As a result, I am now out $200.
All that was required from customer service was to file a claim with UPS and replace the damaged items. Instead, I was assisted by Elizabeth, who was extremely unprofessional and unwilling to help resolve the issue.
i received my order from Janie and Jack, which was meant to be a gift for my granddaughter, and unfortunately everything arrived soaked in oil.I contacted UPS and was advised to reach out to the company so they could file a claim. I contacted them immediately and was instructed to return the items. However, UPS refused to accept the damaged, oil-soaked box and contents. As a result, I am now out $200.All that was required from customer service was to file a claim with UPS and replace the damaged items. Instead, I was assisted by Elizabeth, who was extremely unprofessional and unwilling to help resolve the issue.
If I could I would leave no stars. I have been buying Janie and Jack for so many years. I have spent over $2000 in just the month of November and December. I placed an order for many items when I opened the package in addition to a few items from my order there were Sunglasses and men’s shirt from Tommy Hilfiger. Called customer care to inform them about that and items that were missing from order. The representative asked me to send pictures and I said how do I send pictures of missing items lol, so she said she’ll refund the whole order and I said NO I don’t want a refund for the whole order because I have received a few items, then she said send me pictures so we had another order with similar items and I placed that near the Tommy Hilfiger items that were sent to me and sent a picture. They sent me an email saying we see the products in your picture so we cannot refund it… this is wha happens when you deal with dumb people, I sent that to show the these were the things I ordered that I did not receive.Don’t shop with these people, they are a scam and cheat you and turn it around on your to make it look like you’re lying not worth it.
I ordered a pair of pajamas for full price. We took off the tags and then realized there was a large tear in the seem of the pants. I reached out to the company to see how they can help. They gave me a 20% discount. While I appreciate that, I was disappointed that such a big company would not reimburse full or even 50% for a damaged product. I would not purchase any of their items at full price.
I placed an order during the Black Friday sale where the items were marked down. I had an additional coupon for a loyalty discount. When my order arrived, 2 items were missing from the box they sent me ( no it wasn’t opened or mishandled) they simply forgot them… speaking with a rep on the phone my only option was to get a refund and I would have to reorder. I told them it was ridiculous policy because now I would also lose out on my discounts and since I have twins my one twin would not have the items she needed for the outfit. They wouldn’t offer expedited shipping. I asked for it to be rescaled to a manager … no managers don’t take phone calls only emails and they would get back to me within the hour… never happened. I tried to email with another rep explain and she said sorry thanks for your loyalty but we can’t honor the prices?! Like what?! Your company FORGOT items in a shipment but you can’t reship them or honor the price and expedite them. You don’t care about customers! Janie and Jack do better! I was a loyal customer with 75% of my kids clothes coming from you! I will never spend a dime because you never made this right.I posted on Instagram and Threads and many people experienced similar issues and those that didn’t said they’ve never shop at Janie and Jack again. I have emails to prove this ridiculous customer service!
Disappointing experience with Janie and Jack’s e-gift cards. I tried to purchase one and the order was canceled with zero explanation. No clear reason, no communication, and no support to fix the issue. For a premium brand, I expected much better. I won’t be purchasing gift cards from them again.
Firstly, I love the J&J designs and generally the quality of product is relatively high and washes well. However, the customer service levels for this business are absolutely atrocious and Go Global should be embarrassed they have owned this business for several years and have not invested in the digital platform experience and customer service. - A £200 order shipped to the UK was lost. Customer service kept refusing to accept it and blamed it on Royal Mail (UK last mile carrier) but tracking and a call to RM indicated RM never received the parcel. My parents had to spend over an hour on the phone with customer service trying to get a refund- Tried to order again, 10 days later the package appears lost again- My mom tried to order $180 worth of product in the US and couldn’t complete the order without being charged for shipping ($100+ free shipping). She had to call customer service. They struggled to help her and it took over an hour to get the order to go through- A pair of jammies developed 2 holes after one wear and wash. I requested a refund because I am based in the UK. They issued me a voucher for $16.50. Whilst visiting the US, I tried to use it and the sales lady said it rang up as $1.60. Nothing she could do. I wrote to customer service. One month later, no reply to fix it. - In light of my general appreciation of quality, it has deteriorated. A $50 pair of khaki trousers had one hem come out after first wear, second hem came out after second wear. Had to pay £12 to fix, which feels totally unreal for a $50 pair of baby trouserStylish, good quality kids wear is difficult to find and myself (and my parents - the grandparents) spend enormous amounts of money with J&J because we like the clothes and they are uniquely cute. But PLEASE I beg of you to improve your website user journey, fulfilment and shipping and customer service so that I don’t lose this as a place to shop for my child because I am on the brink of never spending with you again.
I emailed Janie & Jack customer service after a zipper ripped off of a zip-up sweater that we purchased for my son last year. Let me be clear, he has worn this clothing item ONE TIME since it was purchased last December (2024). We washed it and followed all instructions (gentle cycle, tumble dry low) and the zipper still ripped off and is so damaged that it’s not possible to repair it. The sweater is no longer usable which is why I reached out to them via email. I was asked for my customer information such as name, order number, etc. I provided this info. I was then told that since the clothing item was purchased “quite some time ago” that there was nothing they could do. I spent $60 on this half zip only for it to break after one wear/wash. I am incredibly disappointed in the lack of support from their customer service department but also in the obvious poor quality/craftsmanship of their clothing. It’s cheaply made while being outrageously priced. Apparently 10 months is “quite some time” according to them and customers shouldn’t wash items from them since they just fall apart so easily. Ridiculous.
I’m really disappointed with my recent experience at Janie and Jack. I ordered two dresses using a coupon I received, but they sent me the wrong item. When I contacted customer service, instead of fixing their mistake, they told me I have to return the wrong dress first, wait for a refund, and then place a new order myself.By the time I tried to reorder, the dress price had doubled! When I mentioned this, they offered only a 15% discount — which doesn’t cover the price difference. On top of that, I would have to wait another three weeks for the order to arrive.It’s really frustrating that a customer has to deal with all this because of their error. This kind of service is unacceptable for a brand that claims to be premium. I won’t be ordering from Janie and Jack again.
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