Complaints

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

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• 

  J.Jill

  100 Birch Pond Drive Tilton, NH 03276

  
• 

  J.Jill

  345 US Route 1 Kittery, ME 03904-5577

• 

  J.Jill

  600 Market St Lynnfield, MA 01940-4000

• 

  J.Jill

  174 Colony Place Rd Plymouth, MA 02360-7233

• 

  J.Jill

  1500 New Britain Ave Farmington, CT 06032

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:05/01/2023

  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.

  Opened an credit card account in J Jill store ( salesperson talk me into it in order to save 20% on my purchase); time passed and my credit card bill was due but not coming in the mail. I did not received credit card either and I did not know card number . After some calls and search I eventually found out that my card and my statement went to different city ( my name was correct but salesperson obviously entered wrong ZIP code while filling out the form). Anyway, buy the time they corrected my address and sent me the statement they charged the me $216.02 for the purchase of 177.02; I paid $177.02 but statements and charges continue coming even though I called many times JJill and Comenity- JJill and was assured that they will bring my account to 0 balance since it was entirely their fault. However, they never honor their promise and duty to keep going after me and demanding payment from me. At the end, I had to pay $41.00 even though I did not owed them anything, but, just to get them off my back.
  Some time after that I realized that my FICO scores from 830 fell to 740 and when i received credit report that i requested, realized it was due to JJill erroneous reporting! Many tries of my phone calls were not answered went nowhere. Please, refund my $41.00 and fix my credit report to reflect the truth that I am responsible person who pays her bills on time including JJill bill ( I should not be penalized for the incompetence of their employees; store clerk and service representatives on the phone - some of them rather very rude unprofessional and aggressive treating me as a ping pong ball). Their conduct is unacceptable!
  Thank you for looking into this!
  Sincerely,
  ***** *****

  Business Response

  Date: 05/02/2023

  Thank you for contacting JJill in regard to your most recent experience with Comenity Bank.  Per your request I issued a credit today 5/2/2023 in the amount of $41.00 back to your JJill Credit Card account.  You should see the credit appearing in approximately 72 hours. 

  Comenity Bank has been contacted to report to the credit bureaus that your credit should be restored back to it's original status along with an explanation that you were truly not at fault.  This request may take a little bit of time, but you should eventually see your score increase (back to the original).
  
  Please accept my sincerest apologies for the inconveniences this matter has caused for you.  As a token of my gratitude and for your patience and understanding I am sending a $25.00 gift card to be used at any of our locations, on-line or through the catalog.

• Initial Complaint

  Date:01/11/2023

  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.

  I paid of my credit account on 9/16/22 and was assessed a $5.95 fee on 9/22/22. I did not receive a paper notification of any late situation and the company left voicemails that sounded like a generic notification “if you need help with your account due to Covid or hurricanes…”
  Since I paid off the account, I didn’t log in the next month and several fees were assessed over the course of 3 months and my credit report was notified of this issue.
  My problem is I had no real notification of this and would have expected better and more personal notification.
  To resolve this, I’d like for my credit report to be cleared of the incident since I believe this is a miscommunication on both parts.
  I have paid the $61 fees that I believe shouldn’t really be charged, but I’m willing to make that compromise if my credit can be cleared.

  Business Response

  Date: 01/12/2023

  Comenity Bank owns and manages the JJill Credit Card.  Upon review of the account the $5.95 was noted on the statement Ms. ****** received with a due date of 10/17/22 (as per attached in this complaint).  At that time the balance due was not addressed, nor any subsequent months after that, thus the finance charges and late fees were being assessed.
  
  I am working with Comenity to get the customer's credit file cleared.  Please keep in mind that this may take up to 2 weeks to get resolved.  Once I get notification from Comenity of the outcome I will respond to this notification.

  Customer Answer

  Date: 01/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18700880, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/03/2023

  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 made a purchase in September 2022 and, apparently, I did not receive a paper statement which I use to initiate the payment. I recently started receiving phone calls from Comenity Bank which prompted me to register my card and check my charges. My purchase was for $101 but the JJill Credit Card had charged me a whopping $34 penalty and interest each month so I now owe $181. Digging around in my account, it said I had opted for paperless notices. I NEVER opt for paperless statements on any account. When I searched, there were some email notices regarding my statement but I received hundreds of emails a day and didn't see these. This is a terrible way to do business. I am cancelling my account and I will cease purchasing from J.Jill.

  Business Response

  Date: 01/03/2023

  I reviewed the customer's account with Comenity and found there were additional charges of $74.64 due to late fees and interest charges.  I also saw the customer had paid the balance of $181.83 on 12/30/22.  The JJill Credit Card is managed by Comenity Bank.
  I apologize on behalf of Comenity Bank for the issues the customer has had to endure.  Since the account is at a $0 balance right now with no monies due. I can do one of two things for her.

  1.  I can offer her a gift card in the amount of $75.00 which compensates for the late fees and interest charges she has paid.
  2.  I can issue a credit on her JJill Credit Card which would mean Comenity would send her a refund check, or she could us the credit on a future purchase.
  
  If Ms. ***** would be so kind as to send me a message via email as to what her preference would be I will process immediately upon her response.

  My email address is:  Beverley.*****@jjill.com
  
  Thank you and my sincerest apologies.
  
  Bev *****

• Initial Complaint

  Date:10/05/2022

  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.

  Please see the information I included in the letter I sent. The response I received was basically, even though I made a FULL payment weeks before my bill due date - I am still responsible for late payment fees - now totaling $114. I contend that the responsibility for recording my payment when it was received - before the date it was due - falls to them. As my letter stated, I was told by the customer service representative that I should just go ahead and pay the late fees and charges. I have an excellent credit rating because I pay ALL of my bills on time and I pay the FULL balance. Now I have daily calls from a collection agency saying that they are going to ruin my credit rating. I am demanding that they do what's just and send me a statement that all charges have been adjusted AND that any referrals to my credit rating have been REMOVED IMMEDIATELY. I spoke with my bank but as they made an "E" deposit I am unable to provide proof as to when my check was actually deposited to their account. These charges are fraudulent. If they will not do the right thing, then please advise me as to how I can remove this from my credit rating.

  Business Response

  Date: 10/06/2022

  10/6/2022 I was able to have a conversation with the customer explaining JJill does not hold or maintain the credit card in question.  I did obtain the CC # from her and manually issued a credit in the amount of the now balance due of $114.00.
  As discussed with the customer I will send a letter of confirmation that the account is now at a "0" balance to her.  I will be contacting ******** to have the negative reporting removed from her credit file.

  Ms. ******* has been advised to send my letter to the collection agency proving her account is paid in full.

  
  

  Customer Answer

  Date: 10/07/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18160915, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/16/2022

  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 made a return to JJill on the 26th of August for $83.45. Which this amount was suppose to be credit back to my PayPal account. I have called and spoke with the store where I made the return 3 times. I have called customer service 2 times and also spoke with a supervisor. They say it’s a waiting game. I have asked why can’t you just send a check in the mail. They have my returned item and my refund. Doesn’t make since, when they say they have problems with PayPal. NO other company has made me wait this long for a refund, and spend this much time and effort to get nowhere, but just wait…

  Business Response

  Date: 09/20/2022

  Thank you for your inquiry - JJill has had an issue with PayPal beginning August 24th.  Our teams have been diligently working to get the issue resolved and up until 9/10 had not been able to get transactions processed with PayPal.  The customer's refund could not be processed through on our end because she has a temporary hold with PayPal on her account.  Because of the hold on her account the refund owed to her will not be processed until she calls PayPal and releases the hold.
  
  Once the hold has been release by PayPal her refund will process.
  
  

  Customer Answer

  Date: 09/21/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with a reason for not accepting the business's repsonse to this complaint. 
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:09/02/2022

  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.

  I returned three items in the box provided by JJill. ORDER #******53 I have not received a refund.

  Business Response

  Date: 09/06/2022

  I will need more information from the customer in order to research her return.

  1.   The method she returned the item to us.  Did she use the prepaid return label?

  2.    What were the 3 items she returned?

  3.     What day did she drop the package off to the designated choice of shipment?

  I see the package was delivered to her on 8/17/22.  Normal processing for a return once dropped off at the Post Office or other means of shipping can take on average up to 10+ days.  Once the package is received the refund or exchange is processed.
  
  If the above information can be provided to me I will start a search to see where the returned package is.  But as of today 9/6/2022 the package has not been received at our facility

  Business Response

  Date: 09/13/2022

  The customers return was received in the building on 9/7 (meets the current return processing times).  A refund was issued using the original form of Payment on her order which was PayPal.  The transaction was rejected by PayPal.  Ms. ******* was contacted via email 9/12/2022 asking for another form of payment to issue the credit against.  We have not heard from her so in order to resolve the matter a refund check in the amount of $155.01 is being processed this evening and mailed to her address as listed on the BBB complaint.
  Mailing address:
  *** ********* **
  ******* **   *****

  Customer Answer

  Date: 09/14/2022

  
  
  Complaint: 17897315
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  I did not reject the PayPal payment and, as far as I can see neither, did PayPal. I also did not request a check.

  You can send a check ( I prefer PayPal) but do not send it to *** ********* ** ***** ******, That is my vacation home. Send it to my billing address at **** **** ****** ****** ************ ** ***** 
  
  

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

  Customer Answer

  Date: 09/28/2022

  
  
  Complaint: 17897315
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  
  Complaint: 17897315
  
  I do not accept the business's response as a resolution to my complaint because: 

  Complaint: 17897315
  
  I do not accept the business's response as a resolution to my complaint because:

  I did not reject the PayPal payment and, as far as I can see neither, did PayPal. I also did not request a check.

  You can send a check ( I prefer PayPal) but do not send it to *** ********* ** ***** ******* That is my vacation home. Send it to my billing address at **** **** ****** ****** ************ ** ***** 

   

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

  Business Response

  Date: 10/03/2022

  Please accept my apologies for the delay in responding with my rebuttal.  I was on vacation and returned today 10/3/22.
  
  Unfortunately PayPal had some very serious transmission errors on their end and thus the refund was rejected.  We have been working diligently with them since 8/24/22.  The customer's account happened to be one of the ones that was rejected by PayPal because of this issue.  There was no physical way to resolve the refund except for doing a manual transaction resulting in a refund check.
  
  We did email the customer on 9/12/22 asking for her.  We needed the credit card number associated with the PayPal account in order to credit her back.  We never heard from the customer, thus issuing a refund check in the amount of the returned items.  The address used initially was the address listed on the BBB complaint.

  Once notified by the customer of the correct address a refund check was created on 9/15/22 and mailed to the address she requested:
  **** **** ****** **
  ************ **   *****
  
  I feel as a company we have done everything to resolve the matter with the customer.
  
  Thank you,

  Customer Answer

  Date: 10/03/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17897315, and find that this resolution is satisfactory to me.
  
  

  I received a check from them. Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/28/2022

  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.

  05/04/2022
  Purchased two face creams for approximately $14. I never received the items. J Jill proceeded to charge my debit card 254.58 for a subscription that I never applied for. They state it's in their terms & conditions but I never seen that statement. Also stating I would have to cancel on my own. Others need to know about their predatory business practices.

  Business Response

  Date: 07/28/2022

  I am bit confused because JJill does not sell face cream or any type of subscription to any service at all.    JJill is a women's clothing catalog.

  The customer should dispute the charge with her CC company and contact the shipper.  This is definitely not a charge from JJill.