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:05/12/2025

  Type:Delivery 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.

  Delivery driver smashed into my gate and we reported to both Nespresso and Jitsu, who was the courier. This was caught on Ring camera and files a claim over 2 months ago. They have not responded to my requests for an update and keep telling us a supervisor vill call us back but never do. Originally I was seeking only for damages to my gate. I will be filing a lawsuit and file for additional damages if this doesn't get resolved immediately.

  Business Response

  Date: 05/13/2025

  Good Morning,
  I'm truly sorry to hear about your recent delivery experience. This is not the level of service we strive to provide, and I completely understand your frustration. Please accept our sincerest apologies for the inconvenience.
  I escalated your complaint to my team first thing this morning. I understand that someone reached out to you regarding the need for a second quote. Once we receive that, well be able to process your claim and issue a check for the damages.
  I apologize for the additional step, but as part of our policy, we require two quotes for any damage claims exceeding $500. We appreciate your understanding and patience as we work to resolve this promptly.
  Best regards,

  *****

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23319151
  
  I am rejecting this response because:

  Regardless of your policy, you caused major damage to my property and only after getting the BBB involved you decided to my repeated requests for an update. 

  I can tell you that the original estimate was only good for 60 days and as we all know, recent costs have gone up.

  We gave you all the information you requested 60 plus days ago and were told we would receive the settlement within 30 days.

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

  Business Response

  Date: 05/14/2025

  Thank you for your candid response. I want to start by sincerely apologizing for the delay in resolving your claim and for the frustration this situation has caused. I fully acknowledge that the damage to your property should have been addressed more promptly and transparently.
  Youre absolutely right to expect better communication and timely actionespecially after providing all necessary documentation over 60 days ago. I understand that the original estimate may no longer be valid due to timing and rising costs. Please feel free to submit an updated estimate, and we will prioritize processing your claim accordingly.
  Im committed to seeing this through and ensuring we make it right. I truly appreciate your patience and will continue to monitor this personally until its resolved. here...

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find after Nespresso reached out to Jitsu to expedite my claim as originally submitted 65 days ago, the resolution is accepted. I have been told that Jitsu has sent my claim to accounts payable on 5/16/2025.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/09/2025

  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 have a serious complaint regarding your delivery service and drivers. I have an autoimmune disease and have a very strict diet. I made decision to use Factor 75 to deliver prepared meals to my home. The first 3 deliveries were deleivered correctly to my door. The several next deliveries made by 2 different drivers were left at various areas of my apartment building. The pictures the drivers took werent even at my front door but rather another unknown location in my building. This occurred for my last several deliveries despite speaking with your customer supervisor and being added to the VIP list twice. Because of the lack of professionalism and ability to follow directions, I had to cancel my Factor deliveries. Each week I was unable to locate the package and I dont feel it should be the customers job to go on a scavenger **** for their package because the driver cannot follow the simplistic of directions. The first 3 deliveries were delivered to my door (3/31/25, 4/7/25 &4/1425) The last 4 were not (4/21/25 Tracking code: SCD0000F00310497589, 4/28/25 Tracking code: SCD0000F00310521201, 5/1/25 Tracking code:can no longer pull up tracking & 5/5/25 Tracking code: SCD0000F00310545963). Please contact me to discuss the unprofessionalism of your drivers as I will be placing a complaint with the BBB. Interestedly enough, I saw many others have had a similar problem with your drivers lying about dropping off the package or placing packages in random locations where customers are unable to locate them.

  Business Response

  Date: 05/13/2025

  
  I'm truly sorry to hear about your recent delivery experience. This is not the level of service we aim to provide, and I completely understand your frustration. Please accept our sincerest apologies for the inconvenience.
  We are actively investigating what went wrong and taking immediate steps to ensure it doesn't happen again. Your feedback is incredibly important, and we're committed to making things right.
  If there's anything we can do to help resolve the issue or improve your experience, please dont hesitate to let us know.

  
  Sincerely,

  *****

• Initial Complaint

  Date:01/08/2025

  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.

  Whenever I order from ******** and this company is the courier it never comes. I dont have this issue with any other courier just Jitsu which makes me believe they are stealing the items or something. I have a second order that was suppose to come on the 3rd and today is the 9th and no delivery.

  Customer Answer

  Date: 01/10/2025

  Full name is **** Rezinov

  Business Response

  Date: 01/27/2025

  ****,
  
  We are extremely sorry for the delivery issues you have experienced with Jitsu.  This order was received ok but pickup failed on 12/3 due to a warehouse mis-sort.  We did deliver successfully on 12/6 for a different order, tracking shows a correct delivery.
  
  We have reviewed this incident and taken the proper action with our staffing.  We have added your order information to our Gymshark tracker to indicate to the fulfillment center that a reorder needs to be placed and that Jitsu is at fault.  The client will then file a claim with Jitsu.  You can contact Gymshark at  *********************************** for any follow up on the re-order.
  
  In the future,please email us at ******************************************* for any follow up to your deliveries.   We want all future deliveries to be done to your satisfaction.
  
  *** ***********
  Client Success Manager

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22787192
  
  I am rejecting this response because: I have already reached out multiple times to jitsu customer service over three weekend ago and they havent even responded. This company is fraudulent and stealing peoples items.
  Sincerely,
  
  **** Rezinov

• Initial Complaint

  Date:12/09/2024

  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 was home all day and the delivery driver never actually tried to deliver my package Tamir( the driver) lied and said there was no access to get in but all he had to do was push the button that said to leasing office. At 12:11 he texted me saying he needed help at 12:12 he said (failed attempt be back tomorrow ). I responded at 12:13 I will come to you. He then left. Less than 5 minutes he then kept the package never actually redelivered to the warehouse like he is supposed to. **************** gave me new answers every time I called. I still have not received my package. And I cant get a refund because the actual merchant I also cant get ahold of. If I would have known the merchant used this company I would have never ordered anything. Still have not received my order.

  Business Response

  Date: 12/23/2024

  Leanyssa,

  We are extremely sorry for the delivery issue you experienced.  We have reported this driver to our Driver Operations team.  We go through a diligent onboarding process for all of our drivers as well as manage and tack performance through our driver app. Unfortunately, we do have drivers that do not follow our standard delivery process.  These drivers are addressed by our Driver Operations team and these issues are included in their performance tracking. 
  
  Our agreement with our client is to notify their fulfillment center to replace the order when delivery issues like this occur.  Our client submits a claim to Jitsu and your order is replaced.  This was reported to our client and your order has been reprocessed. You can also contact Gymshark at: ***********************************
  
  Once again, we are sorry for the delivery issues you experienced.

  *** ***********

  Jitsu

  Client Success Manager

   

   

   

• Initial Complaint

  Date:08/22/2024

  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.

  The food delivery company I use delivers via Jitsu. They delivered the oven I ordered to the wrong apartment, which was clear by the picture they sent to me to confirm delivery. They basically said it's not their responsibility to deliver to the correct address, which was verified by my food delivery company and the tracking that I received. The label was correct but the driver didn't deliver to the correct apartment (or floor!) My husband tried to ask them to look more closely at the picture he took to see that the apartment number was incorrect. Their answer was basically not our problem and we are closing your case. So they are not responsible for doing their job?! My neighbor stole the oven and denied it but without any help from them I can't do anything. They should be held accountable when they make a mistake and simply ask how they can help to correct the issue, not just say sorry, not sorry!

  Business Response

  Date: 08/29/2024

  *********,
  
  Im very sorry for your recent delivery experience.  The order I found under your name and address was Tovala order # ******** on 8/22.  We delivered a box of food to the mailroom.  ****** has another contractor that delivers their ovens.  Delivery instructions state the preferred drop off location is the mailbox.  I have attached the delivery instructions on the order.  I have also included the **** for the order which has a picture of the box in the mailroom.  If this is not the correct order you are referring to in your complaint, can you please provide the tracking number for your order?  I would like to make sure that all of your future deliveries from Jitsu are done correctly with professional and helpful customer service.
  
  *****************************
  Client Success Manager
  *******************************************************************

• Initial Complaint

  Date:08/03/2024

  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.

  We continue to have issues with ******** Dog deliveries received at our address. We continually follow ******** Dog's instructions for delivery, but despite our efforts to contact ******** Dog for a resolution and to follow the delivery instructions, Jitsu, the last mile company, does respect our requests. We also learned today that the driver did not speak English and was unaware that they should check the delivery instructions. Despite our efforts to work with ******** Dog about the delivery issues and asking drivers to respect our wishes, we cannot resolve this issue. ******** Dog should be ashamed of what they charge and should resolve their delivery issues.

  Business Response

  Date: 08/06/2024

  Hello *****,
  
  Ive checked the VPODs for the last several orders and I see we are delivering to the front door instead of following the directions stating leave in front of the garage door.  The instructions are   straightforward so there is no reason for the incorrect deliveries.  We have capitalized and bolded the text on the delivery instructions.  This will show up on all of your future orders with Jitsu.  We have also set up a pop up feature which puts the delivery instructions on the full screen on the driver app right before they make the delivery. Im very sorry for the failure in service you have experienced with Jitsu.  We are trying to make sure this gets corrected immediately.  One additional thing that *** help is providing a verified delivery location picture on your order.  It can be done through the tracking link you receive regarding the delivery or you can send it to me.  With verified pictures, AI helps us ensure the driver provides a matching POD with the delivery.  Once again I apologize for the incorrect deliveries you have been experiencing.

  *****************************

  *******************************************************************

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22088378
  
  I am rejecting this response because I  have loaded a picture and that was ignored as well. 
  

  Another problem with your app is that it does not distinguish between vendors when delivering. For example: I would like my delivery from the Farmers Dog to be delivered to the garage door but I want to have my Factor delivery delivered to the front door. For each delivery, I have to manage the location which is cumbersome. 

  I have asked Farmers Dog to use a different carrier because of Jitsu in ability to deliver correctly.

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

  Business Response

  Date: 08/09/2024

  Hi BBB,

  I am new to using this site.  I do not see a picture attachment to ************************* original complaint.  Was there one attached as ************** stated?  Can you help me access it if there is?

  *****************************

  *******************************************************************

• Initial Complaint

  Date:07/02/2024

  Type:Delivery 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.

  Jitsu was supposed to deliver a package from Factor Meals to me on July 1st, 2024 between 8am to 8pm. When the package didn't arrive after 8pm I called Jitsu to voice my concern. I was placed on hold while the customer service rep reached out to the driver. At 10:24pm the package was finally delivered but to the wrong address (*****************************************************). It has been delivered to my correct address previous weeks. I believe that in retaliation for my complaint about the driver being late, that the driver deliberately delivered my package to the wrong address.

  Business Response

  Date: 07/03/2024

  Hi *****,

  We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have escalated this feedback to our driver services team. This driver has been placed on suspension for this mis delivery. Please let us know if you need us to contact the vendor to assist you with a refund. Please email us at ******************************************* if you need further assistance.

  Thank you,

  *****

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/18/2024

  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.

  The Shippers web site is reporting the item is out for delivery but as you can see from the attached conversation and screen prints in the conversation that is not the case.

  Business Response

  Date: 06/19/2024

  Hi ***,

  I'm the Client Success Manager for this account. This is a new account that we just started working with last week and we had some boxes that we received that were outside our delivery area that we shipped back to the facility as we couldn't deliver. My apologies that our customer service team didn't have that information to provide you at the time that you wrote in. The box was returned to the vendor and you should be able to reach out to them for a replacement. If you have any issues getting a replacement, please email me at *************************************** and I would be happy to reach out to them to assist.

  Thank you,

  *****

• Initial Complaint

  Date:06/10/2024

  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.

  On 6/10/24, the delivery driver tossed our 7 pound box onto our concrete porch. This box was labeled FRAGILE all over and espite the protective padding inside, the machine's internal components were loose and rendered the machine useless. Our surveillamce cameras caught this delivery driver tossing the box carelessly onto the ground. This costed us over $130 and we have no way to recover this loss as the manufacturer states we would need to file a claim against the delivery company. The delivery company can only file a report against the delivery person. The delivery company should deduct this $130+taxes from his paycheck.

  Business Response

  Date: 06/11/2024

  Good Afternoon,

  We are extremely sorry for the delivery issues you are having. We will work with Nespresso to review and provide next steps. Please email us at ******************************************* if you need any further assistance.

  Thank you,

  *****

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21830117
  
  I am rejecting this response because it is still open. This complaint is not against Nespresso, it is against your driver who dropped this box on the ground. It is that driver's responsibility or the company who hired that driver. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/17/2024

  We are currently working with Nespresso to try and assist you. All refunds or replacements have to be done through Nespresso. As soon as we receive an update, I will make sure to post it here. I appreciate your patience as we work through this.

   

  Thank you,

  *****

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising 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.

  One of their delivery driver's tried to drive through my yard and then got stuck. She left huge rutts in my yard and the company refused to pay for it unless I had a professional come out and do it. I prefer to do my own work but they didn't want to pay for work I had previously done and she destroyed.

  Business Response

  Date: 04/05/2024

  Hi ******,

  First I want to apologize for the damages that the driver caused. I did escalate the claim to our customer service manager and he said that a claim of $50 is the max ****** we can offer without a quote submitted. If there is anything else I can help with please reach out at *****************************************. 

   

  Thank you,

  *****