Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered scrubs for work on 5/12/2025 and on 5/19/2025 the day i start my new job i called to find out why they still havent shipped after arguing with them they said they have 7 business to ship them to check back on5/22/2025 if they havent shipped they said they'd refund the money so on 5/22/2025 i called back because the tracking still said awaiting package then i hot an excuse that the warehouse is in transition and i was told they cant refund my money until after it ships but there policy says they dont refund shipping and i have to pay to ship it back which i think they dont refund shipping on purpose to scam me

  

  Business Response

  Date: 06/05/2025

  Hi *******, 

  Thank you for reaching out, and Im truly sorry to hear about the delay and the inconvenience it caused. We understand how important it is to receive your scrubs on time, and we sincerely apologize for the frustration this situation has caused.

  We were able to ship your order, but unfortunately, we encountered an unexpected issue while the package was in transit, which resulted in the delay. Please know that we are actively working to ensure this doesnt happen again moving forward.

  We also understand there was a request to refund the order. As per our policy, once the package is returned to us, we will promptly issue the appropriate refund. That said, we want to make this right for you. Although our policy typically does not cover return shipping costs, as a courtesy, we will waive that fee for you in this case.

  Once youve returned the package, please reach out to us 68 business days later, and well make sure to also refund the return shipping cost.
  If theres anything else we can help with, please dont hesitate to let us know. We truly appreciate your patience and hope this resolution works best for you.

   

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/25, I ordered 4 clothing items (order #*****). One of the pants didnt fit (the Perri scrub pants), so I arranged for an exchange for a different size. I also wanted to return another item from the same order (Xenos scrub pants), but the system would not let me process both an exchange and a return in the same step. The exchange generated a new order number (#*****). When I received the exchange, it also didnt fit. I then asked customer service to let me return both pants in one package (since they were originally from the same order), but the customer service *** refuses to let me do this, and insists on charging me $7.99 return fee for each item. When I pointed out to the customer service *** that their website specifically states that returns are free, they refused to honor this. They insist the policy changed recently and that any returns are charged $7.99. Whether that's true or not, if the website says returns are free and that is the information I relied on when I purchased the items, they should honor this. Instead they said they would add a one time $7.99 store credit to my account, thus forcing me to purchase more items from them. I tried placing a new order, but the store credit was nowhere on my account. Given the poor customer service, I have decided to all the items I purchased and try another scrub company.

  

  Business Response

  Date: 04/10/2025

  Hi ********, 

  Thank you so much for reaching out and taking the time to share your experience with us. Im truly sorry to hear about the trouble you encountered with your recent return and exchange process. I completely understand how frustrating this must have been, and I sincerely apologize for the inconvenience and confusion caused.

  We genuinely appreciate you bringing this situation to our attention. Please allow us the opportunity to conduct a thorough investigation into what happened so we can better understand the issue and ensure you receive accurate information moving forward. Your feedback is incredibly valuable, and we want to make sure we take the right steps to improve both our communication and customer service.

  Well get back to you as soon as weve gathered all the necessary details. In the meantime, if theres anything else youd like to share or clarify, feel free to reply directly to this message.

  Thank you again for your patience and understanding.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23163272
  
  I am rejecting this response because: no resolution offered.

  Please note, the document I attached to the original complaint is what your website states as the return policy at the time I placed the order.  It says "Were happy to offer free returns within the ***** and while customers in ****** are responsible for return shipping costs, we hope to offer free returns there in the future!"

  As I am a customer in the **** I was led to believe that returns would be free, so I do not appreciate being charged $15.98 to return two items from the same original order.

  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/17/2025

  Hi ********,

  I want to sincerely apologize for all the trouble this has caused and thank you for giving us the time to review your concern and come up with a resolution.

  Effective February 14, we implemented a return fee of $7.99 to help us maintain smooth and efficient operations within our return process. We understand that this may come as a surprise, especially since we have offered free returns in the past. Please know that this is a company-wide policy, and unfortunately, our system does not allow us to override the fee.

  Were truly sorry for any inconvenience this change may have caused. As a gesture of goodwill, Id like to offer you a store credit to offset the return fee. Whatever amount is deducted as a return fee will be issued to you as a store credit, which you can apply toward a future order.

  I hope youll accept this offer, and Ill be here awaiting your feedback.
  Thank you again for your patience and understanding.

  Customer Answer

  Date: 04/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but I will take their offer of $15.98 store credit.

  This company is trying to force me to buy more items from them, rather than honor the FREE RETURN policy that was printed on their website at the time of my purchase.  This is blatant false advertising, as they now say the policy changed and they charge $7.99 for returns, however I was charged $7.99 for EACH ITEM I returned from a single order.   I am not happy with the solution, but since the company refuses to budge I have no choice but to accept the $15.98 store credit.

  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23163272
  
  I am rejecting this response because: I previously accepted the business's offer of a $15.98 store credit on 4/26/25, but they never added it to my account after almost 2 weeks.  Therefore, I request the case stay open until I see the credit on my account.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/12/2025

  Im truly sorry for any inconvenience caused by the missing $7.99 credit. I went ahead and processed a refund for that amount today. Please allow ************************************* your account.
  Regarding the other $7.99 credit, it is still available for you to use on any future orders at your convenience.
  I sincerely apologize for the challenges youve experienced with our return and exchange process. We understand how important it is for things to run smoothly, and we are actively working on improvements to make it better.
  If theres anything else I can do to make this right or assist you further, please dont hesitate to reach out.
  

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I want to start off by saying I'm a new customer who is shopping from you all for the first time. Its extremely disappointing to see how you allow customers to be in the dark about the tracking of their orders! The "Ontrac" website has not been properly updated in the past four days with information on where my package is. And furthermore the website "Shop" is providing false information.Can you all provide me an update on my order #*****? I haven't seen any progress with the delivery of my package and the website "Shop" that you all suggest I use to track my order is showing false information. Claiming my package will be delivered several days ago but it hasn't even been shipped. As a resolution i'd appreciate if I could be refunded my express shipping fee of $20. If I am going to receive my order within the STANDARD shipping timeframe of 5-7 business days why pay for express shipping if I'm not benefiting from it!Thank you!

  

  Business Response

  Date: 02/10/2025

  Hi ****,

  
  Thank you for reaching out, and I truly appreciate you giving us a chance as a first-time customer. I apologize for the frustration this has caused and completely understand how important it is to have clear and accurate tracking updates.

  
  Our expedited orders typically take 1-2 business days for processing and 2-5 business days for delivery, excluding weekends and U.S. holidays. Orders placed before 6 AM PST on weekdays are processed the same day. Your order was shipped on February 5th, which means it should arrive no later than Wednesday, February 12th, based on our standard timeframe.

  
  Weve noticed that tracking updates can sometimes be delayed, and in some cases, they dont update until the package is delivered. Additionally, we are currently experiencing some discrepancies in the tracking information due to a recent system update. Please know that our team is actively working on resolving this issue, and we truly appreciate you bringing it to our attention.

  
  Regarding the express shipping fee, I completely understand your concern. Since we are still within the expected delivery window, wed like to wait until Wednesday to see if your package arrives as scheduled. If you havent received it by then, please dont hesitate to reach out, and well be happy to assist you further.

  
  Again, I sincerely appreciate your patience and understanding. Please let me know if theres anything else I can do to help.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22920042
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/11/2025

  I will be rejecting this companys response because they are not abiding by their own commitment of shipping off express orders within 2-5 business day timeframe. I payed an extra $20 in order to receive my package for an upcoming event relying on their company and my package has not moved an inch in the past several days. Ive only received general advice from them without any advancements made on their end. How are you going to promote express shipping when its been a week since i placed my order and it hasnt moved from the warehouse. They have no right promoting websites such as ontrac and shop if those websites cannot keep customers constantly in the know about their orders. 

  

  Business Response

  Date: 02/20/2025

  Hi ****, 

  I want to start by apologizing for the issues youve experienced with the tracking of your order. We truly understand how frustrating this must be, especially as a new customer.

  We recently encountered an issue with our carrier due to a significant increase in shipment load, which has unfortunately caused delays in tracking updates and deliveries. We deeply apologize for the extended wait, and we truly appreciate your patience during this time. 

  Im happy to confirm that your $20 express shipping fee has been refunded successfully, and Ive also added a $10 store credit to your account as a token of our appreciation for your understanding. We hope that you have received your order, which was marked as delivered on February 16th.

  If theres anything further I can assist you with, please feel free to email me directly at ********************************* Thank you once again for your patience, and we hope to serve you better in the future.

  Have a great day!

   

• Initial Complaint

  Date:01/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered on January 2. Received email order shipped on Jan 3 but I have yet to receive anything. Tracking just states that shipping label was printed and en route to *** then nothing.. did a ticket on the site. Spoke to someone on Jan 14 they advised to give them ***** hours. I have sent messages for the past 2 days and no response from them. Even called the company and was sent to a voice mail. Yes I left a voicemail.

  

  Business Response

  Date: 01/17/2025

  Hi *******, 

  Thank you for reaching out, and we sincerely apologize for the delay in receiving your order. We understand how frustrating this situation must be, and we truly regret the inconvenience it has caused.

  Weve contacted our warehouse team to investigate the issue, as the tracking information has not been updated and **** has been unable to provide a status on the shipment. We are working diligently to determine the whereabouts of your package.

  Please know that this is not the experience we want you to have with Jaanuu, and we value your business and time. To make this right, *** already issued a replacement order for you. This time, we will ship via **** and I will personally monitor the tracking information to ensure your order arrives promptly.

  Once again, we apologize for the trouble you've encountered, and I appreciate your patience as we work through this. If you have any additional questions or concerns, please dont hesitate to reach out.

  You may directly email me at ********************************** and put ATTN TO ***** or email me at ******************************** and I will be very happy to assist you. Take care. 

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered scrub pants and tracking states package was delivered and it never was. At no time did I see even when reviewing my cameras that a truck even pulled near to or around my home. I see on these reviews other people have experienced the same. This is concerning. I have no product and no way to contact this company.

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some items from this company on December 30th, and have yet to receive any kind of confirmation for the order but the company has already taken money from my account. When I reached out to customer support today on chat, the person was happy to help until I said I havent gotten any confirmation email. Then all of a sudden the person said we are experiencing an emergency, may I email you by the end of the day? I said no, and then I said I would actually just like a refund. After I said this, the support person closed the chat. This company is STEALING money from people and never shipping them their items. I also tried to call their listed phone number and was sent to voicemail.

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 9 clothing items from Jaanuu on 2023/11/27 in order GE5013601268US. Federal and provincial sales tax of 13% (HST) was paid to Jaanuu at the time of purchase. On 2023/12/07, pre-tax amount of C$44 was refunded for a return of 2 items, but the applicable sales tax of C$5.72 was not refunded. Similarly, on 2023/12/13, pre-tax amount of C$223 was refunded for a return of 5 items, but the sales tax of C$28.99 was not refunded. I contacted Jaanuu's customer service on 2023/12/14, requesting a refund of the sales tax for my returned items. However, Jaanuu's customer service refused to refund the sales tax that was collected by Jaanuu at the time of purchase, even though Jaanuu accepted my return and received the returned items at their warehouse. I would like help from Better Business Bureau to receive a refund of the sales tax of $34.71 that was collected by Jaanuu. Thank you in advance for your help and understanding!

  

  Business Response

  Date: 09/30/2024

  Hi Wenxin,

  Thank you for reaching out and sharing the details of your purchase and returns from Jaanuu. I understand your concerns regarding the missing tax refund on your returned items.

  Please note that shipments to ****** are subject to duties, taxes, and handling fees at checkout. We calculate the total cost of shipping, taxes, and duties for Canadian orders, ensuring there are no additional fees when your order arrives. Unfortunately, duties and other international shipping charges are non-refundable by Jaanuu, as mandated by the Canadian government.

  I apologize if this was not clearly communicated to you. As much as we would like to waive this charge, it goes to the third-party carrier responsible for delivering the package from the border. Duties and taxes are non-refundable by Jaanuu, as they will be reimbursed to the third-party shipping carrier. For further information, you can also check our FAQs here: **********************************************************************************************************

  To express our appreciation for your understanding, we would like to offer you a $20 credit on your next order. This credit will automatically apply at the final checkout page. Please log in to your account first to use the credit, which does not expire, so you can redeem it at your convenience.
  We sincerely value your feedback and strive to ensure your experience with us is positive.

  Thank you for your understanding. If you have any further questions, please do not hesitate to reach out.

  Best regards,
  Hayley
  Jaanuu Customer Support

• Initial Complaint

  Date:11/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $142.51 of*************** on 10/18/2022. Jaanuu charged my **** immediately and yet as of today I have not received any merchandise, any confirmation emails of the order or any response to the emails I have sent asking for updates on the status of my order. At this point I no longer want the merchandise and just want a refund. I can't remember the last time I ordered something online and had this amount of trouble, will not be ordering from this company again.
  

  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/15) */
  Hi *****,
  
  Thanks for reaching out!
  
  I am so sorry you haven't received your order.
  
  Upon checking, it looks like it was delivered on 10/22/22. If the tracking information indicates that your order has been delivered to the address provided on the purchase but you have not received it, please check surrounding houses, doorsteps, etc. in case another home received it by mistake. Speak with any other tenants such as family, roommates or landlords, etc. in the event they received it on your behalf. The package may also have been left with property managers, an apartment office, or your local postal provider.
  
  If it isn't there, we would like to request that you fill out the non-receipt form that we sent to your email so we can process your refund ASAP.
  
  We appreciate your patience and we look forward to quickly resolving your issue.
  
  Best,
  
  
  Consumer Response /* (3000, 7, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received the "non-receipt" form they claimed to send me, they have never reached out directly to me and they never sent me any confirmation of the transaction in the first place. Also have no idea why any company would use a shipping service called ******************************************* and expect any different results.
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  Hello******,
  
  We are reaching out again since we did not receive a response from the email we sent on 11/15 and 11/18.
  
  Upon checking, it looks like the package was scanned and delivered on 10/22/2022.
  
  Here is the link to the tracking information: *************************************************************
  
  We have shipped your order to the address you added at checkout. Can you please confirm if this is correct?
  ***********************************************
  
  We also recommend that you contact the carrier for more information on the delivery.
  
  If it isn't there and you still have not received your package within 3 business days of the "delivered" scan, please fill out the
  Notification of Nonreceipt here: ***************************************************************************************************
  
  Once this has been completed, please let me know and we will send you a replacement order.
  
  Thank you!

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The order number is ***********. My package was never delivered to me. I contacted for a refund not a replacement. ******** told me******** in the front desk should have received my package. I don't live in an apartment. There is no********. Then they want me to wait an entire week and More than 3 days to process a refund. This is bad service. Why do I have to keep waiting to get refunded for a package I did not receive.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hi ******,
  
  Thanks for reaching out, and we are so sorry that you had an issue with your order!
  
  Upon checking, tracking shows that it was delivered on 8/25/22. Here is the link: *********************************************
  
  However, since you mentioned that it was not received, **** processed a full refund back to your PayPal account on 08/31.
  
  We recommend that you ensure all shipping information is correct before placing the order so the package will be delivered accordingly.
  
  Please let us know if you have any other concerns, and we are more than happy to help!
  
  You can also chat with us live from 6am-5pm, Mon-Fri at ***************
  
  Thank you, and stay safe always!
  
  
  Consumer Response /* (2000, 7, 2022/09/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** order number
  Ordered to sets of scrubs for a total of $184, navy blue. The colors do not match. The blues are off. Attempted to contact someone and get no response. Very disappointed. Can't return as I do not have the shipping paper. Silence from the company.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hi *******,
  
  My name is ***** and I am a Customer Experience Lead at Jaanuu. I'm writing to personally say we're deeply sorry for the experience! We definitely want to make things right.
  
  I totally understand your frustration. Upon checking your order, it looks like you have ordered a set in different fabric types. The pants are made of our Spinryx fabric, while the tops are from our UltraLite collection.
  
  Originally, all styles were dyed-to-match. But as you know, different fabrics in terms of absorption of the dye may still slightly differ in color as natural fabrics would absorb the dye more effectively than the synthetic fibers, and that the cotton would bond the best with the dye overall. I wish you had the photos showing the color differences on each style so we can document properly and escalate the issue further. We appreciate your feedback as it inspires us to improve our customer's experience.
  
  Have no fear, though! Our returns and exchanges are super easy and are completed online.
  
  You can return any of your items at one of thousands of Happy Returns locations across the country. Here is the link: https://jaanuu.happyreturns.com/
  
  All you need is your order number and the billing zip code associated with your order.
  
  I hope you can reorder and select styles that are made of the same fabric.
  
  We don't usually do this, but I have added $20 store credit to your Jaanuu account now. It will not expire! If you have a change of heart in the future, you can check the status of your credit when you log in to your account, it's right above Account Info. It will automatically apply to your purchase upon checkout.
  
  Please let me know if you have any questions! We want every interaction you have with Jaanuu to be an exceptional one.
  
  I hope you're doing wonderful today!