Jenni Kayne

I have been a loyal repeat customer of Jenni Kayne. Last year I spent close to $3000 on sweaters and this year Ive spent over $1000 online and in the store.

For Christmas I purchased an additional 3 sweaters with your slipper promotion, totaling $1575.00 (order #JK1191****). I paid FULL price for the sweaters. When I received them they were the wrong sizes and two of them had pilling and hairs on them. They appeared to have been worn or tried on.

I contacted customer service and was told that if I returned the sweaters online I would be charged a $12.00 restocking fee for each item, but if I returned/exchanged them in store there would be no fee.

When I went to the Jenni Kayne retail store to exchange the sweaters for new, unworn items, I was told that I could not because the slipper promotion made it a final sale, despite the fact that I paid FULL retail price for the sweaters. I did not see the final sale when I made the purchase but I did see that the slippers were a gift. I was not focused on the gift because I was not especially interested in the slippers. When I have made purchases on other retail sites with a promotional gift you are required to spend a certain amount of money to receive the gift.

Then, If items are returned with a gift purchase you are required to also return the gift. If the gift isnt returned, you are charged. The sales clerks at the Jenni Kayne store agreed with this confusion and stated that the promotion terms should have been in bright red with a larger font.

I have NEVER encountered such an unreasonable policy for expensive FULL price merchandise, poor quality control, and rude customer service.

I am not asking to return the items, just to exchange them for other sweaters that are unworn and the correct sizes for my gift recipients. Could you please help me with this?

Julie Franke

julie.franke@***.net

I have been a loyal repeat customer of Jenni Kayne. Last year I spent close to $3000 on sweaters and this year Ive spent over $1000 online and in the store.

For Christmas I purchased an additional 3 sweaters with your slipper promotion, totaling $1575.00 (order #JK1191****). I paid FULL price for the sweaters. When I received them they were the wrong sizes and two of them had pilling and hairs on them. They appeared to have been worn or tried on.

I contacted customer service and was told that if I returned the sweaters online I would be charged a $12.00 restocking fee for each item, but if I returned/exchanged them in store there would be no fee. When I went to the Jenni Kayne retail store to exchange the sweaters for new, unworn items, I was told that I could not because the slipper promotion made it a final sale, despite the fact that I paid FULL retail price for the sweaters. I did not see the final sale when I made the purchase but I did see that the slippers were a gift. I was not focused on the gift because I was not especially interested in the slippers.

When I have made purchases on other retail sites with a promotional gift you are required to spend a certain amount of money to receive the gift. Then, If items are returned with a gift purchase you are required to also return the gift. If the gift isnt returned, you are charged. The sales clerks at the Jenni Kayne store agreed with this confusion and stated that the promotion terms should have been in bright red with a larger font.

I have NEVER encountered such an unreasonable policy for expensive FULL price merchandise, poor quality control, and rude customer service. I am not asking to return the items, just to exchange them for other sweaters that are unworn and the correct sizes for my gift recipients.

Could you please help me with this? Julie Franke julie.franke@***.net

Loss:

$1570

I have been a loyal repeat customer of Jenni Kayne. Last year I spent close to $3000 on sweaters and this year I’ve spent over $1000 online and in the store.

For Christmas I purchased an additional 3 sweaters with your slipper promotion, totaling $1575.00 (order #JK1191****/see attached receipt). I paid FULL price for the sweaters. When I received these items, they were the wrong sizes and two of them had pilling and hairs on them. They appeared to have been worn or tried on.

I contacted customer service and was told that if I returned the sweaters online I would be charged a $12.00 restocking fee for each item, but if I returned/exchanged them in store there would be no fee.

When I went to the Jenni Kayne retail store to exchange the sweaters for new, unworn items, I was told that I could not because the slipper promotion made transaction a final sale, despite the fact that I paid FULL retail price for the sweaters. I did not see the “final sale” when I made the purchase but I did see that the slippers were a “gift.” I was not focused on the “gift” because I was not especially interested in the slippers. When I have made purchases on other retail sites with a promotional “gift” you are required to spend a certain amount of money to receive the “gift.” Then, If items are returned with a “gift” purchase you are required to also return the gift. If the gift isn’t returned, you are charged.

The sales clerks at the Jenni Kayne store agreed with this confusion and stated that the promotion terms should have been in bright red and with a larger font.

I have NEVER encountered such an unreasonable policy for expensive FULL price merchandise, poor quality control, and rude customer service.

I am not asking to return the items, just to exchange them for other sweaters that are unworn and the correct sizes for my gift recipients. Could you please help me with this?

Julie Franke

I contacted the Jenni Kayne text line (08March2022) to inform them I had difficulties using promo code CHARLOTTE30. First, their customer service is a joke.
Second, as has always been the case -customers can NEVER speak with a live person!
The chat option was not operative at 0800hrs when it was supposed to be.

Going back to whomever I was chatting with via text did not have a manager call as I had requested, and only wanted to argue with me that promo code CHARLOTTE30 did not work! I sent him snapshots that the promo code did work and that it took the price down 30% until you you tried to make the purchase...even at 1250 my time (1150 PST) the code continued to work, but not when making the purchase.
I have provided Jenni Kayne with multiple snapshots showing the promo code does work: via text; email, and eventually chat.
6hrs later! it is the same issue with the promo code.
Jenni Kayne is so negligent that "their technical issue still had not been fixed". Jenni Kayne offers little to no customer support and are obviously negligent!
Let me rehash why I have been trying to get into contact with Jenni Kayne:
I tried to purchase the Raffia Bucket Bag using code CHARLOTTE30.

The code was applied to my order, however, when I attempted to purchase the Raffia Bucket Bag I would get the following notice- "CHARLOTTE30 discount code isn't available to you right now". I googled this code only to find that several other customers were able to use it.
Attempted purchase with code CHARLOTTE30 was done at 0600 (**** PCT). It is now 13:52 (12:52 PCT), and they have not fixed their "technical problem with the code".
A woman from "management" finally called and showed no desire to rectify the situation!
It was also evident that she could care less that I spent at least 5hrs of MY TIME dealing with the above issues. All she offered to do is make-up a 30% off promo code; which I would have to use right away- apparently immediately.

I took this as a HUGE slap in the face, and hung up!
She was rude, disrespectful and condescending!

I also informed her that I was a former military Officer and now a 100% disabled vet.
I told her I would be filing a complaint with the BBB. Interestingly enough they are not BBB accredited.
In addition, as of today (09march2022 @ 0700hrs) the promo code CHARLOTTE30 is still available and deducts 30% off your purchase,but does not work when finalizing purchase.