1/5

posted Jul-26-2007

"I purchased several Nikon camera items from J&R.com on 6/18/07. My order was shipped on 6/19/07 and UPS delivered it on 6/21/07. Upon opening the box I noted that 1 item, a 55-200mm Nikon zoom lens was not in the order. I called J&R and spoke with Amy at ext. 1304 who said she would look into it and call me back which she never did. The next day I called back and spoke with Tiffany at ext. 1320 who again said she would look into the matter and call me back, which she never did. The next day I called again and this time spoke with a supervisor named Lisa at ext. 1302 who assured me she would help me. Lisa had me look at the shipping box and I found the bottom of the box had been re taped. Lisa sent UPS back here to pick up the box the next day, and initiated a claim with UPS for the missing item. Lisa told me that it would take a few days to hear from the UPS claims department, and to check back with her in a few days. I called Lisa back the following week and left a voicemail for her to call me, she never did. I called again and left her a voicemail to call me, again she never did. I call back and ask for Lisa’s boss who is a man named Tom Lebella who assures me he will get this issue resolved and call me back within 24 hours which he never does. For the next week and a half I continue calling and keep getting different stories as to the status of my order. I was told UPS paid and they would ship that day, then I was told they were still waiting for UPS, then I was told that I would be issued a refund and to shop elsewhere, then I was told no refund was ever issued because UPS re opened the claim. I called UPS and though they wouldn’t give me the specifics because I didn’t initiate the claim they did tell me the claim had been settled. I called J&R back and talked to Lisa again who insists UPS didn’t pay and she’ll look into it and get back to me, She never did. This issue is now going on week 4 soon and I have no lens and no refund. I am paying interest on this item which I don’t have. It will take my credit card company 30 days to initiate a dispute and another 60 days to resolve it, with the charge still collecting interest charges. They also tell me to stay on J&R to try and resolve this but I’m getting nothing but lies from J&R. I am hoping the Attorney Generals office can get some results. J&R should not be allowed to do business this way. They’re hoping I will just go away and forget about my $169.99 lens. I won’t go away, I want a refund and I will buy the lens locally from a reputable dealer. I have been buying from J&R for over 20 years and until now have never had an issue. I am shocked to be treated in this manner. They don’t value their customers.

You NEVER made any attempt to rectify anything. The first CS rep never returned my call as she promised, for that matter none of the cs reps returned calls. All they did was lie and NEVER remedied anything. Nobody ever called to follow up and it's been 2 months and I still don't have a lens or a refund so what did you remedy ??? Nothing!!!! You people are all nothing but liars and have no intentions of getting me a lens or refund. I have filed a dispute with my credit card as well as filed a complaint with the New York state Attorney General and the BBB. Let the rest of the world see what slimeballs J&R (non)Customer Service reps are!!!! Believe me, I would NEVER give J&R another dime of my money, what a laugh!!!
Do you actually think I'm going to just forget about $169.99 and walk away!!!!!!"

This review was modified by unisaw57 on August 14 2007 12:07:43 PM

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1/5

posted Jun-12-2007

"I ordered a 30GB Creative Zen when I saw on SlickDeals that it came with a mail-in rebate. As a college student, I have a campus and a home address, and I accidentally listed my home address instead of my campus address as my registered billing address. This was my fault. I received an email a couple days later saying they could not confirm the correct billing address, and to call their customer service number.

I called them the next day, and by that time I couldn't remember the billing address I put down as I travel between campus and home, and I get packages shipped to another friend's house altogether. They said they would check on my account and call the bank, and that they would call me back.

They never called my back, and instead my credit card showed no activity. I had to call back the next day and confirm my address again, while looking at my bank account info online to make sure I had the right address, in case they made the mistake. Again, they said they would call the bank and call me back after, which they never did. I called them back a 3rd time and they said it was "processing" and that they would call me to let me know when it went through. Needless to say, they never did, and I called them back the next day yet AGAIN and they said my order was fine and was shipping out. I was relieved, but a few days later my credit card still showed no activity. While I was away from my home address they left me a message, which I never received. I heard about the message later from someone in my family, so I called them from my cell number to ask them if everything was ok. They refused to say, saything that the number I called was not listed in my bank. This was a lapse in the bank, and not on their part, but later when I called JR back, they asked to confirm the shipping address. I told them, and said it was being shipped to a friend's house because I work during the day so I can't receive packages. I've done this many, many times with orders from amazon and other businesses, and it has never been a problem.

JR requested the name of the friend's house I was shipping to. No business has ever asked for this, so I was surprised and asked why. They said they wanted to verify that the person lived at the address I provided, "if your friend is in the system". When I asked what system, was it an online residential phone book that was made public or something else, they wouldn't say, just saying it was their own system. This all sounded very suspicious, and when I asked them again why they wanted somebody else's info and how they would "verify" it, the man on the line put me on hold to speak with his supervisor. When he came back, he said that he didn't need the name anymore and that everything was cleared for shipment. I was really irritated by then; I just canceled my order, and said they were wasting my time. The man insisted everything was ok and that they could ship it out, but I just canceled and said I would order elsewhere. It all sounded too suspicious.

In all, I think JR "tries" is protect customer info (intially, anyway), but is so poor at executing it that they end up driving customers away. I also don't think they had a right to request personal information about the person living at the shipping address I said. "

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1/5

posted Jan-25-2007

"Credit verification system is too bad and there is no co-ordination among credit staff. They gave me wrong promise to deliver DSC-N2 camera so that it will reach MD on 26 Jan. I was desperately in need of meeting this date as my wife is leaving US on 27th early hours.

I called them several times from Australia and finally they told me on 25th morning that they are going to ship it on the same day. I again called on 25th evening and they raised some more concerns instead of sending the item. In that way they have broken their promise. I told them I can provide some alternative credit card at about 5:45pm, but they are very prompt in leaving their office at 6:00pm and they could not afford any extra time for me to process my order.

So far, i have never seen such a bad customer service in my 43 years life.
"

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1/5

posted Dec-06-2006

"Is J&R testing waters of bait & switch? A friend ordered a Westinghouse LVM-37W3 1080p panel on 11/30. I ordered from J&R 2 days later. Both days item listed "in stock" & "usually ships in 1-2 days". On 12/2, they changed the description to say the product had been discontinued & the last of the stock was being sold on "first come, first served" basis. My friend called to check his order since it still said "processing". They told him it was sold out & his order wouldn't be filled because the product was discontinued. Yet two days after he'd placed his order, J&R claimed they still had units.

12/6, I received a phone call from J&R to see if my shipping address is a residence or business. The rep said, "I should transfer you to customer service to verify that your item is in stock." The CSR offered to transfer me to sales to see if they might be able to find an alternative. The next cheapest 1080p panel runs another $500 minimum. Talked to a manager who tried to assure me that J&R isn't a bait-n-switch shop & I'd like to believe him but it's a tough sell. Why didn't they change the status to "out of stock" back in November when they sold out? Why did they imply that they still had units in stock days later when they knew there was no way to fill existing orders, let alone new ones?

The manager was apologetic & admitted that they'd "dropped the ball" but we couldn't come to an agreement on how to make it right. The price gap was just too big. He said they'd oversold assuming that they would be able to order additional units from the manufacturer. I could forgive that if it wasn't for their weekend attempt to hard-sell an item they knew they wouldn't have. He tried to assure me that J&R isn't turning into B&S but I'll think twice about ordering from them in the future & I'll hold off on recommending them to friends."

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1/5

posted Dec-20-2006

"I order Canon s3 Camera by phone, because it was not in stock online. Price was $349.88. I got the camera after two weeks. They charged my $399.99 for the camera. I called their customer service. They refused to adjust the price. I contact Manager and he adjust the price. Manager told me that he will refund $50.11. It was really bad experiance. "

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1/5

posted Dec-15-2005

"Lifetime Rating 6.8??? That's impossible! It should be 0!!!

Their products are way overpriced. Their rebates don't arrive. And, most important, their customer service is non existent. They are not willing to work with the customers to correct THEIR mistakes. Very bad experience."

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1/5

posted Dec-18-2006

"Would not price match on a camera I bought. JR charged me $329.98 plus $6.95 shipping. A week later it was $299.51 with free shipping at Amazon.com. I asked for a $30 credit assuming they would not refund shipping. I was offered $30 gift card. I will have to pay another $6.95 shipping if I get anything since that is their minimum amount. Will not shop here knowing their proce match policy; especially since they make it seem like they will do everything possible to price match."

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1/5

posted Jan-03-2007

"Customer Service Sucks!!!

I ordered a CD Magazine 3pk for my old Pioneer CDP. A $40 order of no consequence and everything went smooth.

Now Fast forward to the present. I'm in the market for a new set of headphones. I settle on the Sennheiser HD650 and search for the best price. That leads me to Amazon. No surprise there. J&R an Amazon "featured merchant" and most importantly an authorized reseller of Senn products has a sweet deal for the HD650. I read the return policy for JR, both at JR.com and Amazon. The return policy is vague and there is no automated procedure for processing returns like you have for Amazon shipped products.

So, being the cautious type, I zip out an email to JR through their Amazon email form asking about their return policy. I receive a conformation email notifying me that they have received my email and will respond promptly. Three days go by still no response. I send another email. Same automated "we received email" message is sent. A couple of days pass. No response. I send another email using the form on their own website. No response. Are you seeing a pattern here.

Their return policy is full qualifiers and BS. Apparently unlike Amazon and Newegg you have to call them and let Pontius Pilot grill you on why you want to make a return.

This company has had issues with customer fulfillment and service before. Read through the thread from Head-fi.org below and try not to cringe. Supervisor "Grace" on page 4 of the thread is a real treat.

Anyone want to buy an empty box?

The Head-fi.org thread is #195375 and titled "Just received an empty box from J&R instead of Senn 650s..."

Here's the link: http://www.head-fi.org/forums/showthread.php?t=195375

Rude people IMO. Phooey on them.

***Update 01-08-2006***

Finally, six days after my last email I receive a response to my question. Did they have a week long News Years Eve hangover? They answered my question but the wait was unacceptable IMHO."

This review was modified by OVYZNOIDGWYN on January 08 2007 07:48:56 PM

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2/5

posted Jan-04-2010

"So I ordered a Haier air conditioner and when it arrived at my house the box looked all beaten up and thrown around. I thought to myself, "what the heck" but later when I opened it the air conditioner looked fine. When I took the product out the box and the outside of the machine was covered in some oily substance, but and disregarded it. When I tried turning it on the machine did NOT blow out any cold air.. and it stayed that way for a while until I realized it was defected.. Obviously the machine had been neglected on its way to me and JR should ensure that more expensive/sensitive packages are properlly cushioned and shipped carefully. I was given a full refund, but I don't think I would ever buy anything heavy or expensive from this place again."

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2/5

posted Dec-22-2006

"This is my first experience with JR and maybe my last. I placed a telephone order on Oct. 3, 2006 and received my product a week later. At first I was very satisfied with there service and everything was perfect. Until, I received the Westinghouse 37w3. Right after i setup the LCD I had a feeling it was an open box due to my 3 years of floor sales person expereience then i realized the merchandise was slightly damaged so I decided to get an exchange and JR customer service handled that smoothly. By the time the return of my LCD/TV arrived at JR warehouse the item was sold out and discontinued. I was very upset that JR did not save me a set. They left me two options a full refund or chose another set. I chose another set and they gave me discount on my order but still I was very unsatisfied due to the fact that the set I been researching for months was sold out. Even till this day 12/22/06 I have not received my TV yet! I was suppose to receive my LCD today 12/22/06 but the manna freight company just contacted me last minute and told me my merchandise will be delayed till after Christmas. I am very dissatisfied!!! JR is reputable and has hard working customer service reps; you will definitely receive your product. But if it doesn’t go perfect the first time around don’t expect your item anytime soon.

There is still a lot of room for JR to improve. Hopefully the next time around there will be more satisfied customers.

EDIT: (12/26/06) Recieved another phone call today from manna freight company my order will be delayed again till friday. this is the 2nd time for the delay. This will definately be my last time dealing with JR and their shipping services. I no longer have the patience to wait and i would love to cancel my order! If it doesnt come by friday my order will definately be shipped back to JR

EDIT: 12/29
Finally recieved my TV after a whole month. Customer service told me it will take 4-5 days to ship to california but im glad everything is over with and the tv is in good shape. "

This review was modified by vince1234 on December 29 2006 10:29:55 PM

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