Jemma's Fashion Reports & Reviews (1)
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SCAMPULSE
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SCAMPULSE
If you know any contact information for Jemma's Fashion, help other victims by adding it!
Total money lost $95.90
Type of a scam Online Purchase
I purchased 4 dresses from this company on March 14, 2020 and tried contacting them to inform them that I had not received the items. Fast forward to today (March 26, 2021 A WHOLE YEAR LATER) I still have yet to receive ANY of the items I purchased that day and on top of it the company is no longer replying to my emails. I attempted to dispute the transaction with my bank; however, the bank says they can't file a claim because I used my checking account through PayPal and not my debit card number. The company is in a whole different country and they do not have a phone number listed so I can't call to get the matter sorted out.
Long version: Please excuse any grammatical errors in quotations, I copy & pasted directly from the emails.
I had made a purchase from this company for four(4) dresses at the total price of $95.09 on March 14, 2020 at 10:52pm MST. Upon purchase I did read that the shipment may take 3-6 weeks to complete and I was understanding being that it was a fairly new company. After the initial 6 weeks had passed I had emailed the company just asking for a tracking number. They couldn't provide one however they stated that my package was "qued for shipment" and I would eventually get a tracking number once it shipped.
I contacted them again via email on May 13th 2020 asking if there had been any progress with my order because I still didn't get a tracking # and on their website my order still read "unfulfilled". The response I got in return (word-for-word) was "Upon checking your package is still in transit and should be there anytime soon. Sometimes the delay is uncontrollable due to some transportation, customs or manufacturer issues. We will make sure to track your order and we will get back to you as soon as possible." After reading the response "...it should be there anytime soon." I was a little relieved but at the same time a bit worried that the statement was not truthful (which it was not). Since the representative mentioned the company would track the package, I asked for the tracking number again and I was then told "We're sorry about that. We can't give a specific time frame but we're hoping you'll receive the package soon. Due to the pandemic that's going on all courier company is having issue delivering the package on time and we really apologize for that. Rest assured that the package is still in transit and we're hoping you will receive it soon."
I was understanding that nearly every country at this time was going through the COVID-19 pandemic and continued to wait. On June 5, 2020 there was still no update and I kindly asked them to cancel my order and provide a refund for the $95.09 that I paid (on March 14th, 2020). on June 12, 2020 I got an email back with a link for the package tracking; however, I didn't want it any more, but I gave them the benefit of the doubt and waited another month.
On July 19, 2020 I emailed again not being as kind/understanding as I had been in the previous messages. I demanded (not asked) for the full refund and for my order to be canceled as the tracking was updated to show that it had been sent to the China Post and hadn't left there for the estimated amount of 2 months (I got this estimate directly from the tracking link that was sent to me). This time I did not get a response so I waited 10 days and emailed again (August 1, 2020) demanding to have the manager/supervisor/owner contact me as soon as possible in regards to the matter. On August 6, 2020 I got an email back from a different person stating "We're sorry about that. As much as we wanted to cancel and refund you unfortunately we cannot since your package is still in transit. Please remember that volume of shipments can be high sometimes which causes some delays and there's a possibility of a machine or human error. But your package should arrive anytime soon."
As soon as I got this message I responded the same day with "“Some delays”? I ordered this 5 months ago! And just 2 months ago I FINALLY got a tracking number for it, which doesn’t help at ALL because it’s been sitting in the same spot for those 2 months! I understand the virus has disrupted the postal system, but there’s no reason it should take half a year to get my order! I don’t care what you do with the order but I’d like my money back as I have absolutely nothing to show for my purchase. If I don’t see a refund within 7-10 days I’ll be disputing the charge. I will also be sure to leave a review for this website and it will not be a good review." Luckily after this message they told me they would request a follow-up and set my situation/concern at high-priority. And so I waited.
By August 25, 2020 I hadn't heard anything back from anyone in the company, not even a quick email saying "So sorry for the wait, we still don't have an update", nothing. So I emailed AGAIN informing them I'd be disputing the charge with my bank. To which I got a response from a third, different person stating "Thanks for reaching out and apologies for the delay. We have been experiencing higher than normal ticket volumes. We are doing our best to answer everyone as quickly as possible. We understand your frustration and we're really trying our best to resolve the issue. Please do not worry as we have forwarded your concern to our management and we're just waiting for a response coming from them. Rest assured that we are taking care of your concern and we really apologize for the inconvenience." And so again... I waited for an update from management or maybe a fourth person...
Finally on October 14, 2020 I sent this message "Hi, is there any progress at all in my ticket? My order is still saying it’s sitting in China for 4 months. I’ve attached a screenshot of the tracking. I understand times are hard right now and ticket volume is high.. but to have a ticket open for more than 6 months now is completely absurd. I want my ticket escalated to even the manager’s manager or owner or whoever. Although you have been somewhat responsive (meaning responding in about a week or 2 and not giving any updates along the way) I still think this is the absolute worst customer service I’ve ever experienced. I shop on ETSY a lot and most of my recent orders that I placed (August-October 3rd) ship from outside the US to me and they have already arrived. It’s outrageous and a complete rip-off that I’m waiting 8months now to get a product I already paid for.
What is the reason why I cannot be refunded? I Appreciate the help you have given me but I need someone higher than you to speak to as soon as possible. And once this is all settled depending on how it turns out I’ll be leaving a review of the company. Whether it’s a good review or a terrible review will depend on how this is handled and in a timely manner. I expect a reply from you with contact information of someone higher up, or I expect an email from that person directly."
I have not heard anything back at all from the company since then. My package STILL as of March 26, 2021 shows as "ready to ship" from The China Post... Since I'm tired of the back-and-forth with the company I called my bank to have the charge disputed.. but they informed me that I couldn't dispute the charge because I used my PayPal (which ran through my actual checking account as opposed to my debit card). PayPal won't dispute the charge, my bank won't dispute the charge, the company is absolutely useless. So what am I to do now? This has taken up WAY more time and energy than it should have.