Joss And Main - Horrible Service
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
New ReviewerI first have to say, for me to actually take the time out my day to sit down and type this up, means this has gotten way out of hand. I placed an order for a 9 X 12 area rug on 11/24/18.
When I received the rug the following week I realized Joss & Main had sent me the wrong rug. I contacted customer service and they said they could fix the problem by placing another order for my correct rug. I asked them if it would be possible to order the rug I want in a size down (8 X 10) because looking at the incorrect rug on my floor, I would prefer the size to be slightly smaller. The gentleman said I would have to process the replacement prior to processing an exchange.
So basically, return the incorrect rug, let him order a rug in a size I donโt want, have them deliver the correct rug in the size I donโt want, then call back to tell them I want to return it and exchange it for a size I do want. He also asked for me to repackage the incorrect rug to be picked back up by FedEx. I told the worker the rug came in a sealed plastic bag which was cut open for me to discover it was the wrong rug. There was no way to reuse the packaging.
I was then asked to buy supplies to use. I told them I would NOT use my own money to buy supplies to fix something that was their mess up. They offered me a credit to cover the supplies. Although annoyed with that logic, I went ahead.
I went to Loweโs and bought plastic wrap and tape and re-rolled the 9X12 rug. The CORRECT rug (wrong size) was scheduled for delivery 12/1/18, but did not get delivered until 12/3/18. On 12/3/18, FedEx also came to pick up the incorrect rug. Joss & Main sent me a return label for my correct rug (wrong size) to be picked BACK up by FedEx for 12/4/18.
On the return instructions, it specifically states โWeโll issue $XXX.XX in store credit to your Joss & Main account within 1 business day after pickupโ which would have been 12/5/18. By 12/6/18, I had not received a refund so I contacted Joss & Main because I was anxious about repurchasing the correct rug in the size Iโd like so I could have it by Christmas. The worker stated he would โrelease the fundsโ and I should see them in my Joss & Main account as in store credit by the next day (12/7/18). The next day, still no refund.
I again contacted Joss & Main. This time the agent stated I was wrong to believe Iโd receive a refund the day after the item was picked up from me and that itโs ACTUALLY the day after the warehouse receives it. I disputed that โpolicyโ since I had email proof that Joss & Main sent me stating otherwise. Regardless of the fact I had proof that I should have received a refund days prior, the agent stated my item was received in the warehouse Thursday, 12/6/18 MEANING at that time a day had passed since the item was received in the warehouse and I was entitled to my refund (per their new made up policy).
AGAIN, I am told by a worker that he is releasing my refund and it will be available no later than Monday, 12/10/18. Monday rolls around and no refund. I call customer service again. Same story.
The refund is released a day after the warehouse receives it but the worker was going to release the hold and it will be available by the next day. Next day comes (Tuesday, 12/11/18) and STILL no refund. At this point, I havenโt had any products in over a week. Joss & Main HAS both rugs but I STILL HAVE NO REFUND.
I call customer service. The agent places me on hold for awhile. When he finally comes back Iโm informed itโs been escalated and I should be hearing from a โcase managerโ regarding my refund. He told me it looks like my case is โsitting waiting to be processedโ.
WHAT DOES THAT EVEN MEAN?!! Iโve been getting the run around since day ONE. Iโm mad Iโm being forced to receive an in-store credit (whenever thatโll even take place). If I had the option, I wouldnโt spend another dime towards this company.
As quick as they are to take peoples money, they should be in returning it when the customer returns the product. Also, donโt false advertise. They made this return process seem like a breeze. Here I am a week later still trying to get my money back.
Whatโs sad is, after reading countless reviews, Iโm somewhat relieved to see Iโm not the only one dealing with horrible customer service. Save yourself the hassle.
Just RUN!
And I bet you whatโs going to end up happening is theyโll try to consider what they refunded me to buy supplies as a portion of my refund for the rug. So basically...I paid them to return a product I didnโt even order.
Reason of review: Return, Exchange or Cancellation Policy.
Location: Saint Louis, Missouri
Thank You for Your Reply! We are processing your message.
Comments
Please avoid publishing any personal information and promotional content
According to the Joss and Main refund policy, you can choose between a full refund in store credit or a refund to your original payment method. Return shipping costs are covered by consumers.
If you need any assistance with your return, you may try to reach out to the company corporate office by writing a letter to Wayfair LLC 4 Copley Place, 7th Floor Boston, Massachusetts 02116 United States. You may also share your experience with other Joss and Main customers by posting your comments via the company social networks.