Jet's "Customer Service" wrote:Jet bot said
Good news! Our agent Jessie has joined the conversation.
Customer said
Good morning. My name is Matt [omitted], [omitted], and I am referencing Order Number [omitted], in particular the two items (Seiko SKX011J1 and SKX007J1) that were supposedly fulfilled by your third party partner Ergode.
Customer said
I contacted Jet about this issue two days ago and have yet to receive any kind of resolution.
J
Agent said
Hi Matthew, I do apologize, however, we are still currently working on a resolution for this issue, and this is why you haven’t heard back from Jet.
Customer said
I operate a web forum for watch collectors/deal hunters and I am keeping track of the rip offs by Ergode. So far it accounts for nearly $4,000. Each member is reporting the same thing: Orders that were to be fulfilled by Ergode are being "delivered" to wrong addresses.
J
Agent said
Once we are able to get a resolution for the situation, we will be in contact with you. Unfortunately, we’re not sure how long this will take.
Customer said
I would like resolution today. I want a full refund immediately as others have gotten. I am extremely unhappy about this, and unhappy that Jet is doing business with an organization openly committing fraud.
J
Agent said
Can I have your email address to notate your account that you’re still currently awaiting a response from Jet.
Customer said
matt@manontime.com
J
Agent said
We have not refunded any of our members. We are investigating this on our end, before we have any resolution for the situation that are occuring with you and other members.
Customer said
That is a lie, I have members that have said they have received refunds.
J
Agent said
We were not made aware of this situation until a couple of days ago, and we have to look into this on our end, for us to know what the best option is.
J
Agent said
I do apologize for the inconvenience this has been for you, however, I will notate your account, and we will contact you once we have an answer,
Customer said
The best option is to refund your customers as soon as you're made aware of the situation. Jet (Walmart) is a huge corporation, surely customer service is important?
J
Agent said
Yes, customer service is very important, and we want to help our members as best as we can, but we have to look into this first.
Customer said
Also, a simple Google search details dozens upon dozens of similar problems with Ergode. Is it Jet's policy to continue to do business with partners that commit fraud?
J
Agent said
I completely understand that, and we are currently working on this.
Customer said
Here is the link to the thread keeping track of how much money Ergode and by proxy Jet has stolen from the members of my site.
Customer said
http://www.manontime.com/viewtopic.php?f=13&t=1396
J
Agent said
I did notate that you prefer a refund once they are able to get some information, and hopefully, they will be in contact with you soon.
Customer said
I want resolution (refund) immediately. I spoke with you two days ago about this. That is plenty of time to "look in to" it.
J
Agent said
Unfortunately, we had to escalate this issue to ur Partner team, and they are the ones that are looking into it. They will be the team to contact you once they are able to issue that refund.
Customer said
Unacceptable. Since you refuse to help I guess I will have to file a dispute with my credit card issuer. I will also be advising my members not to do business with Jet.
J
Agent said
I apologize for this and will still have our Partner team reach out to you once they can provide you with a solution.
Customer said
The solution is simple, and I am repeating myself: Jet is doing business with an entity engaged in fraud. The solution is to refund the customers victimized by that fraud. Come on Jessie, it's Customer Service 101!
J
Agent said
I completely understand what you’re saying Matthew, unfortunately, another team is working on this, and when they can provide the refund, they will contact you on this.
Customer said
You'll have to forgive me if I say I don't believe you. As I said, it's been two days, and I have had no resolution or contact by "another team" in that time. It leads me to believe that Jet is just trying to blow me (and many, many others) off in hopes we forget.
J
Agent said
Are you still there? I want to make sure that you’re taken care of.
Customer said
I haven't been taken care of at all!
J
Agent said
I’m sorry you feel that way, however, they will be in contact with you once they issue the refund for these watches.
Customer said
It's simple: I either want the items I purchased or a refund. Since I obviously will not be getting the items, a refund is gratefully accepted.
J
Agent said
I can’t process the refund on my end. I have escalated this issue again, and they will be in contact with you within the next 24-48 hours.
J
Agent said
Are you still there? I want to make sure that you’re taken care of.
Customer said
Fine. I had considered doing more business with Jet, but this total lack of customer service has changed my mind. Since we're just going in circles and you refuse to do anything, I suppose we are finished.
J
Agent said
I’m sorry about this situation Matthew, and I wish there was something I could do on my end for you, however, this has been escalated to our Partner team, and they will be in contact with you once they issue the refund for these watches.
Customer said
Jessie, please know my quarrel isn't with you personally. Jet (and by extension your corporate owner Walmart) is a company that could easily refund orders but chooses to go down an asinine alley to make it as difficult as possible. In doing so, they have ensured that I will never purchase through them again. I hope to "hear from" the "Partner team" but I don't hold any hope of that.
Customer said
Good day to you.
J
Agent said
They will be in contact with you. I appreciate your feedback and will pass it along. Thanks for reaching out to Jet and I hope you have a good day!