Reviews

Review Details

• Review fromBrian R

  Date: 07/12/2025

  1 star

  Brian R

  Date: 07/12/2025

  Absolutely WILD way to run a business. Leaving the delivery responsibility to independent contractors you know nothing about and just hoping they actually do their job. Was told yesterday that the ****** was having car issues and couldnt deliver anything (in ***, nonetheless) and that other ******s were being contacted to pick up the slack. However, and unfortunately for me, the first ****** with the car problems still hasnt responded to jitsu to determine a pick up spot over 24 hrs later and has seemingly disappeared. I would call this a fluke, but it appears multiple other customers have dealt with the same issue. Is that ****** just sitting somewhere with a bunch of strangers packages ???The 5 different customer service agents I spoke to have been mostly nice, so I appreciate that, but one was dismissive and couldnt care less. Im mostly upset that the small business I ordered the package from will likely have to eat the cost due to Jitsus s**** up. I will be avoiding any company that uses your services in the future

  Jitsu

  Date: 07/14/2025

  Thank you for taking the time to share your experienceand I want to start by sincerely apologizing for the frustration and inconvenience you've encountered. This is absolutely not the standard of service we aim to provide, and I completely understand your concerns.The situation you describedwhere a driver was unresponsive and packages were delayed without timely updatesis unacceptable. While our model does rely on independent contractors, we still hold them to strict reliability and performance standards. What happened here reflects a failure in our system to adapt quickly and communicate effectively, and I deeply regret the impact its had on both you and the small business you ordered from.Your point about accountability is valid, and were reviewing this case internally to understand exactly where the breakdown occurred and how we can prevent it from happening again. Ive also flagged your feedback regarding the dismissive customer service interaction for follow-upevery customer deserves to be heard and treated with respect, especially when things go wrong.We truly value your feedback, even when its tough to hear, as it helps us improve. Im sorry we fell short this time, and I understand your decision to avoid services tied to us in the future. Should you have any additional details youd like to shareor if there's anything we can do to help resolve the issue with the small businessplease dont hesitate to let us know.

• Review fromBrandie E

  Date: 07/12/2025

  1 star

  Brandie E

  Date: 07/12/2025

  I ended up calling Hello Fresh and asking for a new courier after 3 BAD experiences with Jitsu. 1) they delivered my package to the wrong apartment COMPLEX, and then the ** *** was like oh our driver doesnt speak English and doesnt understand to go back and get it. 2) happened when I called to see if I could get a more accurate ETA, Jistu must WFH, there was a toddler screaming in my ear at 730 AM. 3) most of their customer service people are rude, but the rudest is this customer service/supervisor I think he said his name was ***. Just rude. I think he needs to be fired he had an attitude with me the moment he picked up the phone. And then he identified himself as a supervisor and refused to let me speak to someone else. I found this to be a bit discriminatory.Jitsu needs to be investigated for possibly hiring illegals if they cant speak English, how will they read the delivery notes?

  Jitsu

  Date: 07/14/2025

  Thank you for taking the time to share your recent experiences. I want to start by sincerely apologizing for the frustration and inconvenience you've encounteredwe clearly did not meet your expectations, and thats something we take seriously.Delivering your order accurately, on time, and with professionalism is our top priority. We regret that this did not happen in your case, and I understand how repeated issues like misdeliveries, poor communication, and unsatisfactory customer service interactions can be incredibly disappointing. Your feedback regarding your interaction with our representative will be reviewed internally so we can take the appropriate steps to address it.We also want to respectfully note that all of our team membersdrivers and customer service alikeare expected to meet performance and communication standards, and we are committed to providing an inclusive and respectful workplace for all. We appreciate your understanding as we continue to train and support our teams to deliver the best service possible.Weve escalated your concerns to our leadership team and will review the incidents you described in more detail to ensure accountability and improve where needed.Again, we truly regret the inconvenience youve experienced and appreciate you bringing this to our attention. If theres anything else youd like to share, were here to listen.

• Review fromRose V

  Date: 07/11/2025

  1 star

  Rose V

  Date: 07/11/2025

  I have been getting Everyplate every week for a few years now. Originally, with a different delivery service, there was no problem. The Jitsu took over and there were weeks where it was late, weeks that it never arrived. One time, when Everyplate checked on the delivery, the attempted delivery was in ******* and the box was destroyed because the 48 hour period was up. I live in ************! After numerous complaints to Everyplate and changing delivery day to get a different delivery service, my boxes were being delivered by ***** with zero issues. Now, suddenly, we are back to Jitsuuggh. One delivery was made by the mailboxes by the front of my community. Fortunately, I saw the delivery photo and got the box before someone else took it.The late deliveries have made some of the fresh produce go bad while sitting around.Everyplate has been excellent about refunding all or a portion, but it leaves this senior citizen without the food I ordered for my family for the week.The food kit services need to stop using this company!

  Jitsu

  Date: 07/14/2025

  Thank you for taking the time to share your experience. Im truly sorry to hear about the continued delivery issues youve encountered, and I understand how frustrating and disruptive this has beenespecially given your long-standing loyalty to Everyplate and your reliance on these deliveries to support your family each week.I looked at the last few deliveries and they appear to be delivered to a front door with the number 106 and within the delivery window that Every Plate has asked for. I do show 2 fails last year and I went back to make sure those drivers were reported. If you are not getting these at your front door please let me know.We greatly appreciate your patience and thank you again for raising these concerns. If there's anything we can do within our scope, well do our best to assist.

• Review fromSteven R

  Date: 06/30/2025

  1 star

  Steven R

  Date: 06/30/2025

  I had received a delivery from Jitsu of perishable food. The directions on the label were to leave at the front door. I live in Phoenix and at the time the temperature was 115 degrees. The driver left the delivery at the side of my house where I could not see it unless I walked around the side of my house. The driver could care less and the food could have been ruined. I cancelled my account with the company who lost out because of an incompetent and uncaring third party delivery service.

  Jitsu

  Date: 07/08/2025

  Thank you for bringing this to our attention, and I want to sincerely apologize for the unacceptable way your recent delivery was handled. Perishable items should always be delivered with care, especially in extreme heat conditions like those in *******. The delivery instructions were clear, and failing to leave your package at the front dooras requestedwas a serious oversight. Leaving it in an unseen, exposed area not only risked the quality of your food, but also showed a lack of care that does not reflect the standards we hold ourselves to at Jitsu. I understand your frustration, and Im genuinely sorry that our service contributed to your decision to cancel a subscription you valued. Weve addressed this directly with our *************** team, and the driver involved will be reviewed and coached accordingly to ensure this doesnt happen again. Please know that your feedback is taken seriouslyit helps us improve, and we appreciate you giving us the opportunity to respond. If theres anything we can do to make this right or support you further, Id be happy to help.

• Review fromDeb K

  Date: 06/18/2025

  1 star

  Deb K

  Date: 06/18/2025

  Jitsu was to delivery a perishable item on Monday, I got a notification that the item was coming Sunday instead and had someone go sit at my house and wait for it. Didn't come. Later that night Jitsu app updated to Monday delivery. I followed the app from 'item 2 hours away' to 25 minutes away (and a few miles away) to 5 mins where it sat for 45 minutes and never arrived. Cust Serv said driver is done for the day at noon. Delivery would be Tuesday. Called Cust Serv on Tues when my app updated to 'delivered' and there was no delivery. ** said I was 10 customers away at 3pm. At 7 pm they said driver is still coming. Never came - ever. Tracking stopped on Monday. Don't know why it never came.. My item was perishable after 48 hours. Item was in their hands reported for 3 days. Where did it go?? Bad company. I do not recommend. **************** did answer the phone and did answer chat messages someone reasonably. But all lies.

  Jitsu

  Date: 06/23/2025

  I'm truly sorry for the experience you had with your recent deliveryits unacceptable, and I appreciate you taking the time to share the details with us.We understand how frustrating it is to wait for a perishable item that never arrives, especially after receiving multiple conflicting updates. Your time, trust, and product should have been handled with much greater care. The shifting delivery timelines, lack of follow-through, and ultimately the failure to deliver your order are not reflective of the standards we hold ourselves to at Jitsu.Ive escalated your report internally to understand what went wrong, including the drivers route and the tracking inconsistencies. The fact that your package was marked delivered without ever arriving is deeply concerning and is being investigated as a priority. Youre right to ask where your package wentwe owe you a clear answer.We also acknowledge your feedback on customer service. While Im glad you were able to connect with our team, the lack of accurate and timely information added to your frustration. Thats not the experience we strive to provide.While we cant undo what happened, we are committed to making this right. Ive flagged your case for review with our operations and client support leadership, and we will be in touch with next steps, including compensation if applicable.If theres anything else youd like to share in the meantime, please dont hesitate to reply directly. Again, I sincerely apologize for this experience, and we appreciate the chance to address it.

• Review fromMarilyn T

  Date: 06/03/2025

  1 star

  Marilyn T

  Date: 06/03/2025

  JITSU IS A SCAM. Jitsu has botched nearly every delivery of subscription fresh dog food (~100 bucks each) I have had over the last three months. The first one in March was never actually located. The small business dog food company had to eat it and send me a replacement. Other deliveries have been left in stairwells, the loading dock, and today it was left several FEET from my building entrance, outside on the concrete sidewalk, in 80 degree heat. You could see the edge of the intercom call box in the photo from the driver. (That photo was an improvement over previous delivery when the numbskull took a photo of the shipping label only as proof of delivery.) The call box LITERALLY calls my cell phone and I can open the door remotely. Nobody called. Box is clearly marked as perishable. The Jitsu driver left the box in the middle of the sidewalk, away from the actual entrance. The photo is comical because there is an overhang at the entrance that is at least out of the sun and not on the hot pavement. Dude didn't even have the sense or decency to push it out of the sun. Reached out to Jitsu (AGAIN) over the botched delivery. They have a form letter they send out (I've gotten this more than once): "The driver delivered to an unsecured area. I apologize for these delivery issues. I will notify the driver's supervisor about this and will make a note on your shipment. Please contact shipper for a refund or redelivery if the package is damaged or is not found." So they have no vested interest in deliveries and push the onus back to the shipper. I realize that the very definition of insanity is doing the same thing over and over and expecting a different result. The dog food company is now going to ship my subscription via ***** because Jitsu can't be trusted with their ONE JOB. Jitsu is unreliable, unaccountable, and clearly hiring drivers with no common sense whatsoever. Run away from Jitsu shipping. Run very far away.

  Jitsu

  Date: 06/04/2025

  My name is ***** ******** and I work with the Jitsu Client Success Team. Its our responsibility to fix significant issues like this and also work with clients to make sure they are aware of these issues and resolutions. Let me apologize again for these consistent problems with your deliveries. Ive looked back at all your deliveries over the last few months and these delivery issues have been due to a poor performer with one of our delivery partners. I see the same driver gaining access to your apartment complex using the provided code but then leaving your box at the outside mailboxes which is unacceptable. The most recent delivery was a different delivery driver who struggled gaining access to the complex with the provided code. We should have caught this reoccurring issue prior to you having to reach out but unfortunately it slipped through our safeguards. We will be taking several steps to ensure your deliveries are made directly to your front door as they should be. Here are the changes we will be making this week with our delivery partners and our internal teams:VIP Designation Your account will be marked as a VIP delivery in our system. This signals all our drivers to slow down and take extra special care with this delivery.Regular Monitoring My team and I will keep an eye on your deliveries as the new delivery partner takes over. Well ensure your deliveries dont encounter issues in the future and if there is a problem, well take care of it proactively. As your deliveries continue, please dont hesitate to reach out if you encounter any problems or have any questions. Thank you for your patience and for giving us this opportunity to fully correct this problem.

• Review fromRyan Y

  Date: 05/02/2025

  1 star

  Ryan Y

  Date: 05/02/2025

  Ordered nespresso pods for delivery not knowing that they no longer use ****** Package was supposed to be delivered yesterday 5/1/25 but I got a notification that the delivery was unsuccessful. Today is 5/2/25 and I got the same unsuccessful delivery update on my tracking info. Called jitsu to find out that the driver that picked up my package in 5/1/25 cannot be contacted and basically disappeared?? They told me that I have to call nespresso for a refund or have them basically figure it out. This is crazy. ********* is then telling me that they will be reattempting delivery. WITH WHAT DRIVER AND WHAT PACKAGE? Never ordering for delivery again I guess. How nice of an inconvenience.

  Jitsu

  Date: 05/05/2025

  Hi ****,I apologize that you did not receive your Nespresso box. This driver that did not deliver the box is now blocked from our delivery platform going forward. We will contact ********* on this box to let them know that the box is no longer available to be delivered. I apologize for the poor experience you had. Please let us know if there is anything else we can do to assist.Thank you,*****

• Review fromRyan B

  Date: 05/01/2025

  1 star
  So, i have been a Jitsu "driver" for a little over a month. My third day of getting a route, the first drop off was in a busy area, with no parking available. I ended up parking in an alley, next to some buisneses facing the street. It took me about 5 mins to find address (behind businesses on block) and I forgot to lock my doors. My bad, cause on the third stop I realized someone took that package, qhile i was at the first stop. I immedatly called dispatch to inform them. They seemed understanding, and told me to finish route and reach out to support email which i ****** took over 2 weeks for them to respond. And when they did, all they asked was if I filed a police report. I had not done so, as no one had suggested it at all up to that point. So I did. Took about a half hour, and I got the usual we got your report, we will give you a case number soon. Well, they never got back. Then, finally after almost a month of trying to resolve this, i was suspended due to the missing package. They said id need the police report number or they cant help me. So now, because they waited so long, and because the police dropped the ball, im screwed. The way this place is run is insane. Tickets are suposed to be available daily at 5:30 pm, but most days there none available. Then, when you get to the depot, the man running it seems to favor some people over others, letting some choose things and not others. On monday, i waited over 2 hours in line to get an order, because i got a ticket. No one ever reached out and told us why there was a delay and i finally asked to be removed from ticket, because thats so rude to treat people like that. I am interested to see the response from Jitsu because so far, i have been treated like yesterdays trash, and would like to know why. Go back and re read your human rights statement cause you guys missed the boat, by far, in almost every way. Btw, not 1 single mention of protocol 4 missing packages anywhere in training or otherwise.

• Review fromJennifer G

  Date: 04/29/2025

  1 star

  Jennifer G

  Date: 04/29/2025

  I do not like this courier service at all for Factor. My first delivery was fine. I doubt it was jitsu that delivered it. My next delivery I get a notice that my delivery was attempted (which it wasn't) and that my address is wrong (which it's not as delivery was made here before and I have been at this address for more than 10 years). I tried contacting jitsu first but no success. Factor refund me my shipping fees and credited the money for the food to my account for my next order. I fully believe that the person delivering my food stole it. But, I have no proof. But after seeing so many complaints about Jitsu I wouldn't be surprised if that was the case. I cancelled Factor a couple of years ago because my shipments were late. I decided to give them another try. The first order was great. The second delivery today, 4/29/25 was awful. Factor get rid of Jitsu!!!

  Jitsu

  Date: 05/05/2025

  Good Morning ********, I apologize that you are having trouble receiving your Factor boxes. The last box was failed by the driver because they said they could not locate the address. We will report this driver for not delivering, I'm showing that the first order was dropped off at the front desk. Is that your preferred place to drop? We have the address on file as ***********************************************************************************************. Can you please confirm this is correct and no additional instructions are needed to deliver? We will make the following changes to your account ****. VIP Designation Your account will be marked as a VIP delivery in our system. This signals all our drivers to slow down and take extra special care with this ***************** Partner Change We will be removing the current delivery partner from your deliveries and coaching them on proper delivery procedures. Well work directly with the new delivery partner to ensure they understand all the delivery instructions and the importance of getting your package right to the front door.Thank you,*****

  Jennifer G

  Date: 05/07/2025

  So today my factor was delivered for another order I placed because of the failure of the previous delivery. There seemed to be no problem with this driver finding our enormous office building. I checked on my initial deliver and it was Jitsu. So 1st delivery fine, 2nd delivery with Jitsu the address was supposedly wrong, 3rd delivery with Jitsu same address and no problem. I think the problem is the one driver was incompetent and lazy. I may be canceling factor though.

• Review fromBob S

  Date: 04/14/2025

  1 star

  Bob S

  Date: 04/14/2025

  ********** uses them on occasion and it is always a problem. Late or damaged boxes. Why would I want fresh food delivery at 10PM when the delivery started at 1:30 PM. Ive complained to Hello Fresh about their service. Other delivery providers are fine, but the vendors should take note since we will cancel if you keep using them.

  Jitsu

  Date: 04/28/2025

  ***, we are extremely sorry for the delivery issues you have experienced. I was not able to review any orders with the information provided. Please email us at ******************************************* for follow up to your deliveries. We want to ensure all future deliveries are done to your satisfaction