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J.Jill

Complaints

This profile includes complaints for J.Jill's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:12/08/2023
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.
On 11/13/23 I returned an item in the amount of 75.54 to the Jill store in Braintree, ma. As of today, 12/8/23, the refund has not been applied to my Jill credit card. I have made numerous calls to Jill concerning this and was assured they identified the problem which was caused due to a nationwide change in their registers. This caused my credit to be applied to a **** card ending in **** which does not belong to me. They said it was an error and would be corrected which it has not been. Most recently I was informed by the store manager in Braintree that according to her district manager they don’t know how long it will take to resolve. I now am incurring an additional 7.28 on my card as a finance charge. I want my credit processed immediately and will then close this account. Very poor expedition of resolving this error. I am at a loss where to go next and need assistance to get this matter resolved.
Business Response
Date: 12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date

Adjustment
($75.54)

Business Response
Date: 12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date

Adjustment
($75.54)

Business Response
Date: 12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date

Adjustment
($75.54)

Business Response
Date: 12/08/2023
The customer's account was checked and the credit of $74.54 was credited to her JJCC on October 20th, 2023. The finance charge of $7.28 is related to the balance that is being carried on her card. I have adjusted the $7.28 finance charge as a courtesy. The adjustment will be seen in 48-72 hours.
10/20/2023 - Trans Date
10/20/2023 - Posting Date

Adjustment
($75.54)
Initial Complaint
Date:11/14/2023
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.
On Oct. 17 I asked my bank to pay my Jjill bill on Oct. 23. The due date was Nov. 1. A check was sent by the bank on Oct 23. I received my Dec. bill today with a late fee of $40 and interest of $5.89 because the check was not processed until Nov 6. The check traveled 300 miles but I was told if paying by check you must allow 14 days for processing. Its that customer service or another lucrative source of income?
Business Response
Date: 11/20/2023
Good afternoon -
I reached out the bank and was told there were adjustments already made to the account. The account was closed by the customer and charges have been removed. ($5.89 of interest and $15.00 of the original $27.00 late fee.) The bank has been requested to remove the remaining $12.00 late fee. I was also informed there was no $40.00 fee.

As soon as I hear back from the bank on the removal of the additional $12.00, I will respond with their answers. I am also checking on the 14-day processing and when the check was actually received by the bank.

Customer Answer
Date: 11/20/2023
There was indeed a $40.00 late fee. I did close my account so i cannot get a copy of the statement to check. Are you able to get the last statement showing the late fee and interest?

****** ****** The bank sent the check on Oct 23 and it should have arrived on time.

ee Regan
Customer Answer
Date: 11/22/2023

Complaint: 208*****

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

****** *****
Customer Answer
Date: 11/25/2023
On 11/9 return for $42.63 after paying bill in full
late fee in Nov for 27.00
interest fee 5.89
i feel I am due $43.63.
Comenity says $30.63
where is my $12.00?

* *****
Business Response
Date: 11/28/2023
We have been in constant contact with Comenity Bank. The Bank has forwarded our request for additional information to the Complaints Department, which is still investigating the matter as of 11/20. The bank indicated that they left a VM with ****** to let her know it is being investigated. We have also requested copies of her statements showing the various fees and credits.

I am continually working on the matter to get to a resolve.
Business Response
Date: 12/04/2023
On the 29th of November the bank informed me a credit in the amount of $12.00 was posted to the consumer's account. Her credit balance is $42.63.
Business Response
Date: 12/04/2023
On the 29th of November the bank informed me a credit in the amount of $12.00 was posted to the consumer's account. Her credit balance is $42.63.
Initial Complaint
Date:10/31/2023
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.
when i go on line to make a payment to jill, Att, these accounts will not let me get to account to make a payment. when you call they keep you on hold hoping you will hang up. the sound goes in and out. this happens every time that i try to make a payment. my credit is good and would like to keep that way
Customer Answer
Date: 11/02/2023
Jill called today. My problem goes unanswered. I tried to tell the lady that my problem is not changing my user name and password. Im quite capable of doing that. I explained that I have to call a number to pay my bill. Ive had account for at least 15 years. I asked her to please review my account. I want you to see that i have made my payments on by phone. she said it would take awhile to investigate. i asked please invest my account. i have paid my bills on time. i said please look into my account. i explained that you should have looked up my information before calling me. i said i will contact the bbb again to let them know you have not helped me. i said take what time you need. after looking at my account call me back.1 or 2 months ago i had a minnie stroke. i explained getting upset is something i can not afford to do.i told her that i will get my nephew to call you because you don't understand. ******** ****** ****** or my brother *** ******. i didn't tell her i have a masters degree. i could not get her to listen to me. i want you to know she did not help me. all i want is to go online and make payments. as always in advance thank you

Desired Resolution: Contact by the business; allow me to pay my bill online without having to search for payment page that can not be found. stop making me call in my payments
Business Response
Date: 11/09/2023
10/31/23 After receiving the BBB complaint ****** was contacted
to discuss the issue of not being able to make her payments on her JJill credit
card on-line.
I was able to walk through the process ****** was following
to make her payments. I followed the
same process and encountered an issue with her username. I was able to retrieve her username and
access her account. I did ask her to
login to make sure she was all set. I
have not heard from her.

One of her other complaints was she wanted to know now many times her payment
was made by phone. Since the J.Jill
credit card is managed by ******** Capital Bank, I did not have the information
accessible to me at that moment and let her know I would research and get back
to her.

As promised, I was able to get the information from ******** Bank. Below are how payments were received on her
account from November 2022 to current.

11/7/22- Online
12/4/22- Online
1/3/23- No payment
2/3/23- Online
2/4/23- Phone- IVR
3/5/23- Online
4/2/23- Online
5/2/23- Online
6/4/23- Phone- IVR
7/7/23- Online
8/3/23- Online
9/5/23- Phone- Representative
10/2/23- Phone- IVR
10/30/23- Phone- Representative

Please note that the J.Jill credit card
is managed by ******** Capital Bank. The
customer can make payments online and view payments made at the following link:
https://d.********.net/ac/jjill/public/home or may also contact ******** directly at 1-800-329-9713 if she is continues to
experience having issues accessing her online account.
Business Response
Date: 11/09/2023
I would also like to add to the response I made earlier that I I will be following up with the customer via email to provide her with the requested information regarding how payments were received on her account from November 22nd to current.
Initial Complaint
Date:10/30/2023
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.
During the purchase checkout process, I intentionally opted out of marketing emails. Regardless, the company began sending multiple daily marketing emails. I have repeatedly requested that my email be unsubscribed. There is no change in the rate of marketing emails.
Business Response
Date: 10/30/2023
Thank you for being a JJill customer.
I reviewed your complaint and addressed it with the correct department.
The following name and address will be removed from all mailings & email promotions. Please give the team 72 hours to complete the request.
****** ********
** ******* **
*********** ** *****
********* *************
********************
Please accept my apologies for any inconvenience this may have caused.

Bev
Initial Complaint
Date:10/02/2023
Type:Billing 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.
Incorrect sales tax applied. Germantown TN sales tax rate is 9.75%. Store charged me 12.58% sales tax. TN tax rate is 7% Selby county rate is 2.25%. Germantown tax is 0.5%. INSTEAD, store charged 9.03% TN tan and 2.9% Shelby and 0.65% Germantown.
JJIll makes 2.83% on each purchase by overcharging sakes tax. As most folks do not look carefully at the tax applied, that amounts to quite a bit of extra unearned profit. I want my money refunded and I want this overcharging of sales tax stopped.
Business Response
Date: 10/03/2023
Good afternoon -
I have reviewed the customer's complaint and found that the taxes charged on this purchase was correct.
Jurisdiction for zip 38138
Tax rate = 7.00%
County rate = $2.25%
City = .50%
Total percentage of 9.75%

The amount charged is based upon the dollar amount of the items. The item she purchased was $129.00. Each jurisdiction tax percentage was applied to that dollar amount.
129.00 X 7% = $9.03
129.00 X 2.25% = $2.90
129.00 X 0.50% = $.0.65
Total tax charged = $12.58
The customer was not overcharged for taxes collected by JJill. The figures she has quoted are the actual monies charged not the tax percentages.
There is no billing adjustment to be made for this transaction.

Please feel free to reach out if you have any further questions.

Beverley G****
Customer Answer
Date: 10/04/2023

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:09/11/2023
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.
I purchased a sweater from JJill last week which was supposed to have been delivered yesterday, however it was not and after finally reaching someone at Jill.com after trying to contact both UPS and The US postal service to try to track down my package, I find out that the package is being sent back to JJill due to an insufficient address.
That is a different issue, my complaint with JJill is that they tell me that once they receive the package they will give me a store credit and send me an email. Then I can re-purchase the item.

Why should I have to repurchase an item that was never delivered to me?
They had better send the credit for the full amount that I paid including taxes and shipping.
Business Response
Date: 09/11/2023
I have had the opportunity to review the complaint. There were two orders placed on 9/4/23. Upon tracking both others I found they were delivered to the customer's address and not returned to JJill.
Order #******** placed on 9/4/23 was delivered to her front porch at 2:59pm.
Delivered
Delivered, Front Door/Porch
********** ** *****
September 9, 2023, 2:59 pm
Order #******** also placed on 9/4/23 was delivered to her mailbox @2:36pm on 9/8/23.
Delivered
Delivered, In/At Mailbox
********** ** *****
September 8, 2023, 2:36 pm
I apologize for any wrong information the customer may have received. I did not find any indication any of the packages were being returned to Jill.
Initial Complaint
Date:07/17/2023
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 have paid my bill. I have provided proof from my bank. Filed a dispute. Returned the purchase long ago. J Jill continues to call and not settle the dispute I feel harassed.
Business Response
Date: 07/17/2023
A credit has been issued to the customer's JJIll Credit Card in the amount of $96.02 as a result of late fees and finance charges on the outstanding balance on her card of $11.02 after the return of the item.
The original charge of the order was $89.87 which included shipping and handling charges, plus taxes pertaining to the item and the handling fee. The original shipping and handling charges are not refunded in a case of a return. The item was returned, and the credit card was credited in the amount of $78.85 leaving a balance of $11.02 ($9.95 s&h and $1.02 tax). The bill had not been paid thus late fees and finance charges accrued.
The credit should be seen on her account in 48-72 hrs.
Initial Complaint
Date:07/17/2023
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.
In April I Purchased a dress for $132.35 at JJill online it was too big and returned it with the provided shipping label. Have received NO bill or communication since then. Sunday July 8 a Commenity Bank rep called stating my account was passed due, I had 1 penalty charge and would get another if I didn’t settle this with her on the phone. She couldn’t tell me the amount I owed or what item I was being charged for and neither could any other other bank rep I talked to and they were all rude. I stated if I discovered I owed for purchases I would pay but not for late charges because I had received no bills. July 9 I drove 75 miles to Macon GA jjill store - they were very kind but stated they couldn’t see my account or tell me what I was billed for. They told me to call the # on my credit card, I did and talked to an extremely kind man Bob H***** from jjill who quickly explained that when the dress was received the shipping charge of $8.95 was deducted and a credit of $123.40 was posted to my account. Then my account was erroneously charged with a second $8.95 shipping fee I obviously did NOT owe and the bank has continued to tack on $37 and $39 penalties. Mr H***** attempted to correct the errors but said I would also have to call the bank. I called immediately asking for a supervisor. I got Joanne in Collections who was VERY rude, could NOT explain my account and when I told her Mr H*****’s explanation she said she didn’t care that the bank HAD to receive the total amount of the dress and it was MY responsibility to get jjill to pay the bank and I would continue to get absurd late fees if I didn’t. I stated that was between them and jjill a customer cannot force a company to pay the bank. This is totally unbelievable and I will not have my credit rating effected by such absurdity. Joanne even stated that I should have called to ask about my bill!!!! Why would I call when I owed nothing and received no notification that any of this had occurred?Commenity is awful!!!
Business Response
Date: 07/17/2023
The customer purchased the dress on 5/2/23. It was returned on 5/23/23. There was a balance due on her JJill Credit card in the amount of $8.95 after the return of the dress. The $8.95 was the fee for the return label she used. The return label fee is not refunded to the customer.

I have taken the liberty of remove all late fees and finance charges from her JJill Credit Card account. The customer should see the credit of $71.00 posted to her account in 48-72 hours.
Initial Complaint
Date:07/07/2023
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 had a J Jill credit card back in 2014 with only a $250 credit limit. I went through a hard time and did a debt consolidation. Commenity Bank refused to settle and kept my $92 balance. It went to collections and I ended up paying in 2021. I am now receiving bills directly from J Jill for $790 with the account open again. I have not used this card in almost 10 years and this debt is now on my credit report. They harassed me with phone calls that I got to stop., but this problem never goes away.
Business Response
Date: 07/17/2023
I have been working with Comenity Bank now Bread Financial to find out why her balance is so high since she said she settled a debt in December 2021.
I still do not have a firm answer yet but I can see from history on her account that a purchase was made in 2017 for $217.27. There was a payment made on 7/21/22 in the amount of $263.00, but then on 8/12/22 it was reversed and has not been paid since then, accruing. late fees and interest charges. This could be the result of a dispute filed by the customer and the bank found it was a legitimate charge. I do not know that as of right now.

The research into the account may take Bread Financial a few more days. As soon as I have a response as to the status of the account will respond with a full detailed explanation and/or resolve.
Customer Answer
Date: 07/17/2023
I have NOT made ANY purchases in the amounts claimed by Bread Financial. I have NOT purchased ANYTHING on that card since 2012. I have no idea what the charges are or who made them. I have not even seen a bill in years. The last and final payment was in 12/2021 for the past due balance that I accepted from 2012 of a little over $90. I do not owe the amount claimed and this needs to come off of my credit report. It appears to be either fraud or a mix-up on the part of Comenity.
Business Response
Date: 07/18/2023
I am working with Bread Financial to get the matter resolved. I have opened up an urgent case with Bread Financial to get the matter resolved, along with an explanation of the transactions.
I am in contact with them daily and their team is looking into the matter. As soon as I have the answers Stephanie and the BBB will be notified. The most recent communication from Bread Financial was today and they are working to resolve the complaint.
Customer Answer
Date: 07/18/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: this response was not a resolution, only an update. I reached out to JJill yesterday and have not received a return call. Nothing has been done yet so this case needs to remain open please.

Sincerely,

********* *****
Initial Complaint
Date:05/10/2023
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 bought a shirt a couple weeks ago, a linen shirt. I did not wash it, and only wore it for 2 hours before a co wore asked me if I knew there were pin holes all over the shirt? Of course, I said no, and immediately called J. Jill. They said I could not return because it was worn. I was so upset about this because #1 it cost almost $80. #2 I had bought a wherever tank in the fall, on sale, and never washed or wore it. It got too cold too fast in MA. 3 weeks ago, I pulled it out of my closet, and again, tiny pin holes all over the front. That's now $150 worth of clothes ruined. I expect such expensive tops to be of better quality. No help from customer service, what so ever. I'd like to return and get a refund. I understand it's too late for the top I got in the fall, but the other? I mean, come on, they would not let me even post a negative review on their page! So nope. Never again. Should have read all the 1.5 star rating and reviews I guess.
Business Response
Date: 05/10/2023
Please accept my apologies for the response received when trying to return a defective linen shirt recently purchased. I refunded the amount paid for the item today. Ms. ****** should see the credit to her JJ Credit Card account within 72 hours. There is no need to return the Linen Shirt to us. Please feel free to donate the item if you wish.

If Ms. ****** would like to return the Wearever tank purchased last fall I will be glad to issue a Merchandise Credit for the current selling price of the item.
Customer Answer
Date: 05/10/2023

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,

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

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J.Jill is BBB Accredited.