SUBMIT A COMPLAINT

Jade Bloomorder hasn't shipped after a week, no reply to ticket created

1
B Nov 13, 2019

Order #[protected]. I ordered 3 items a week ago and have not received the order or any shipping notification. I sent an email to customer service asking about the status of the order and have not received a reply. This is not the first time I have had issues with this company so I want to be proactive about getting either the product I ordered or my money back. I am actually leaning toward trying for my money back as they are not replying to my questions and that is a very bad sign.

  • Jade Bloom Customer Care's Response · Nov 13, 2019

    Hello Royce--

    We see your review on Site Jabber as well, but we're very pleased to see that you provided your order # on this complaint so that we can actually get this addressed with you. We've had some issues with our Help Desk recently that we're about to send out a mass email to all of our customers about-- We've just been waiting for our tech team to resolve it so we can send out an email letting everyone know that if you haven't receive a reply from Jade Bloom recently, that that is abnormal and you'll need to send your email a second time as there is not a record of it currently. In the interest of transparency, we'd like to share the following details: There have been several instances of customers writing in but their emails not syncing with our Help Desk. Now that this glitch is fixed, we see your email asking for information on this shipment that came in yesterday, November 12th at 10:45 PM MST but no emails before that. We will address this fully with you here and close out this ticket to avoid double serving, as our CS team is working hard to get through emails in our system that have started syncing as of yesterday as we speak. We are a small, family owned and operated business, and we take customer complaints very seriously, as we seldom receive them, but when we do, we work hard to make them right. Jade Bloom's typical response time is 24 business hours to emails, so what's gone on here is not at all a typical customer experience. We'd love to look into your specific shipment. We see that you placed an order with the assistance of a customer service representative but that you preferred to pay via PayPal. When PayPal was not working for you, they emailed you a Square invoice. Because of the glitch with our Help Desk that's had emails not making it into our Help Desk to indicate to representatives that an email requires attention, the email regarding the fact that the invoice had been paid was not received. This is why this order still has a status of Pending. This is an error and we have just invoiced this order since it has now been paid for and it is shipping out immediately. Because we missed the mark in terms of our typical shipping times due to this email glitch, we have refunded you 25% off this order back to your original payment method. Below is your USPS tracking # used to ship this package today, and we have also expedited your shipping so that it will arrive as soon as possible:

    9400111298370852929947

    Below is a copy of all correspondence between Jade Bloom and the reviewer, in the interest of transparency:
    Jade Bloom Support
    2:13 PM
    Need help with your order? We'd love to help you!
    Visitor [protected]
    2:20 PM
    I hate this checkout so much! I always have trouble with it.
    2:20 PM
    Tyrone has joined.
    2:20 PM
    Jackie has joined.
    Visitor [protected]
    2:21 PM
    It won't take the PayPal payment. Just keeps loading.
    Jackie
    2:21 PM
    Hello! I am so sorry about that-- I'd love to work with you to get this addressed and and try to get this fully diagnosed for you.
    There are some issues with selecting PayPal from the checkout page. Could you try selecting it from the cart page instead?
    Here is a link directly to the cart page:
    https://jadebloom.com/index.php/checkout/cart/
    Visitor [protected]
    2:23 PM
    I thought free shipping applied to purchases over $15??
    Jackie
    2:23 PM
    Shipping is free on all orders $35.00 and over.
    Jackie
    2:24 PM
    However, you are welcome to use the code SHIP at checkout to render your shipping free today :)
    Visitor [protected]
    2:24 PM
    Thanks
    Jackie
    2:24 PM
    You're quite welcome!
    Visitor [protected]
    2:25 PM
    Wow. Now it won't let me select a ship method.
    Jackie
    2:26 PM
    This can be done by going back, then returning to checkout and selecting the 3-5 day shipping method at $4.85. Then, the code SHIP will deduct $4.85 from your total
    Visitor [protected]
    2:29 PM
    Did that but it still won't allow me to select a shipping method. I am about done with this.
    Jackie
    2:30 PM
    I am very sorry we're about to lose your business over this-- Would you mind allowing me to log in as you so that I can try to replicate this error you're describing/get this fixed for you so that you can proceed to checkout?
    Visitor [protected]
    2:31 PM
    OK. Yes. This is not the first time. This is the 3rd time I've had checkout problems. It's always a different issue!
    Jackie
    2:33 PM
    I appreciate your patience and understanding and I hope that I am able to make this right with you today.
    Jackie
    2:34 PM
    I'd be happy to help you with this--All I need is either your email on file with your account or the first and last name associated with it.
    Visitor [protected]
    2:34 PM
    XXXXXXXXXXXXXX
    Jackie
    2:36 PM
    I'm not actually seeing any items in the cart at the moment, which leads me to believe that maybe you weren't logged in at the time of placing those items in the cart.
    Jackie
    2:37 PM
    Is it safe to assume that you were attempting to purchase Regrow and Ylang Ylang based on your visitor path?
    Visitor [protected]
    2:37 PM
    They're showing up in the cart with the right charges and everything.
    Visitor [protected]
    2:38 PM
    yes regrow, ylang ylang and the melissa
    Jackie
    2:38 PM
    Yes, the items will show up in your cart with charges, but if you're not logged in, then if someone else logs in as you, there won't be a record of these items.
    One moment while I add these for yuo
    you*
    Visitor [protected]
    2:39 PM
    Thanks. love & peace melissa that is
    Jackie
    2:40 PM
    Love and Peace that contains Melissa, or the Sensitive Melissa that is also a freebie option today?
    Visitor [protected]
    2:41 PM
    love peace
    Jackie
    2:42 PM
    I'd like to thank you again for your patience-- There are a lot of users on our website right now which could be resulting in what you are experiencing at the moment. I can assure you I will be getting this fully taken care of for you
    Visitor [protected]
    2:42 PM
    cool
    Jackie
    2:42 PM
    Would you like to insure your package for $0.98?
    Visitor [protected]
    2:43 PM
    sure
    Jackie
    2:44 PM
    $33.12 is your total
    I can finalize your purchase with you here, or you can log in and try to finalize now
    Visitor [protected]
    2:45 PM
    I'll take a look, one sec
    Visitor [protected]
    2:48 PM
    Still having the same shipping issue here. Would you take over.
    Jackie
    2:49 PM
    Happy to- Please keep in mind though that nothing was required on your end as I got the cart all ready to go with the shipping selected but then the shipping code applied to reduce the total by $4.85 so any changes to the cart afterwards could have impacted this.
    I am happy to log in as you now and get this order fully placed for you
    Visitor [protected]
    2:50 PM
    Ummm. ok. Yes, please do. I'm using paypal.
    Jackie
    2:50 PM
    Unfortunately, I am not comfortable logging into consumers personal PayPal accounts :(
    I can, however, finalize this using a debit/credit card
    Or I can email you an invoice for the order if that works better for you
    Visitor [protected]
    2:50 PM
    Wow, this system is WACK
    Visitor [protected]
    2:51 PM
    Sure. email it.
    Jackie
    2:51 PM
    I am doing my best to assist you with workarounds and again, I am very sorry for all of the trouble.
    Visitor [protected]
    2:51 PM
    It's not your fault unless you designed it then it totally is.
    Jackie has requested an email transcript.
    Jackie
    2:52 PM
    I'm a customer service representative so I completely empathize with the glitches and am here to help smooth things like this over. You've been very patient with me and I appreciate it.
    Emailing you that invoice now
    Visitor [protected]
    2:52 PM
    Thanks. I don't think I'll be back after this though.
    Jackie has requested an email transcript.
    Jackie has requested an email transcript.
    Jackie
    2:53 PM
    I'm very sorry to hear we lost your business. This order will be shipped once this invoice is paid.

    We are a small, family owned and operated business, so we appreciate the patience you've demonstrated so far, and should you ever change your mind, we're always here and happy to help.
    Visitor [protected]
    2:54 PM
    Thank you for your help.
    Jackie
    2:54 PM
    Of course! You have a great rest of your day, Royce!

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