Janie and Jack Avaliações 

I have ordered quite a few Items from Janie and Jack but have had two very annoying experiences. The first involved a gift wrapped package that arrived so disheveled with much too much merchandise jammed into a much too small box. A plush toy inside was damaged and dirty. When I called to ask for a replacement and to inform them of the awful condition the gist was sent, I was told the toy could not be resent. I could receive a gift card and reorder the item. Of course I refused the gift card and ask for a refund to my credit card. I then ask about shipping as my original order had been free shipping. I was placed on hold and given “ the run around “ for 30 min. Then I was told I could receive a free shipping code to return ship. Really!
Since I had only this unsavory experience I continued to order from them.
Again today I received a gift wrapped package that was very sloppily packaged so I opened to rearrange and re wrap only to find one item was not even in the gift box. Again when I called to ask for a reship ,the run around began and for at least 30 min I again heard all the excuses.. gift card, can’t resend, reorder, a zillion number return postage coupon….Thankfully , I did open that package and even more thankful I had it shipped to me to hand carry to the receiver. Very poor customer service and also very difficult to understand the customer service person. Perhaps customer service is re routed out of the US? Just very disappointed.

I wish I would have read the reviews before ordering. I made an order and sent it to one location and then decided I wanted to send it somewhere else. I reordered the same outfits + another outfit to another location and then tried to cancel the first order since I no longer wanted it. I contacted customer service within 10 minutes of making my first order and told them I wanted to cancel. Apparently they start preparing orders immediately that they couldn’t cancel it. Such BS. No one even saw my order within the amount of time that I wanted to cancel… terrible policy and terrible customer service.

1 star — Extremely disappointing customer service

I have never felt so frustrated by what should have been a very simple return.

I originally went to the Century City Janie & Jack store to put together matching outfits for my kids. The employee working that day was completely uninterested in helping me. On the drive home, I went onto the website and realized that the exact items I had just purchased in-store were significantly cheaper online. I ended up reordering everything online.

A couple of weeks later, after our vacation, my kids ended up not wearing two of the outfits. They fit just right, so I decided to return them. I went to the store last week, and the employee told me their system was having issues and would not allow her to process the return. She told me she couldn’t get anyone to help because she would have to go to the back room to use an iPad and there was no one else working. She did, however, write on my receipt that I had come in and attempted the return.

So I came back today to the Topanga location to try again. What should have been a five-minute return turned into an hour-long ordeal.

The employee called customer service, who said they couldn’t help. The manager then called her manager, who told her to call another number. Then I was told to simply mail the return. At that point, after already having one failed attempt, I wasn’t comfortable mailing the merchandise and hoping it would eventually be handled correctly.

The return was then put on hold for what felt like forever while various people tried to figure out how to process it. At one point, the manager even commented about how much she had to do and how long this was taking—as though I had chosen to spend an hour standing in the store trying to return two unworn outfits.

I was then told that maybe they could give me store credit. Why would I want store credit after this experience? I wanted my money back, not another reason to shop somewhere that had already made the process unnecessarily difficult.

The manager also questioned the price I told her I had paid, despite the fact that I had the receipts. Eventually, after all of this, the return was finally processed.

And then, on my way out, I was handed a 20% off coupon.

Honestly, that was the most tone-deaf part of the entire experience. After spending an hour trying to get a legitimate return processed because of issues with your system, offering me a coupon to come back and shop again was not exactly the resolution you seemed to think it was.

I have purchased plenty of children’s clothing from other retailers and have never experienced anything remotely this difficult for a basic return. The clothing may be cute, but customer service matters—and after this experience at both Century City and Topanga, I will think twice before shopping at Janie & Jack again.

I bought a gift for my daughter who lives out of state. The created the online order for me while I was there and had it shipped to her address. When I got home I went online to get a picture to show her what was being sent. I was surprised to find the online price was significantly lower than what I was charged at the store. I called the company to see if they would make a price adjustment. They said the order number started with a JJ and they could not make any changes. I called the store and asked if I could cancel the order which was only placed 2 hours ago. They said that was not possible. There solution was to mail a box to my daughter and have it mailed back to their store and when they received it they would refund me for the item. That is not a reasonable solution. Worst customer service encounter I have ever had. I will not be shopping here again

Extremely disappointed with the customer service at this store. I brought in a pair of shoes from their online store that were so poorly constructed my child couldn't wear them.
While trying them on my child, the calcaneus was pressed in, causing it to be painful to walk and causing the skin to come off.
Even though I had the receipt, management refused to offer an exchange because it was past the 30-day policy.
A store that refuses to stand behind the quality of its products or help a customer with a defective item does not deserve our business. I will not be returning.

I have been a loyal customer of Janie and Jack, but this experience completely ruined the brand for me. My recent order arrived stained. When you pay a premium price for children's clothing, you expect pristine condition, not items that look used. Their solution was to make me go out of my way to mail back an item they failed to inspect before shipping or provide me with a 20% partial refund - which they are offering to all customers at this time. I’m taking my business elsewhere. Take a pass on this brand if you expect good quality and service.

I liked the product style, but I won’t be ordering from this company again. Their return/exchange window starts from the order date, not the delivery date, which means if shipping is delayed, your actual window is much shorter. My order arrived 11 days after purchase, and when I tried to exchange it on day 32, the store told me corporate makes exceptions if it’s within 30 days of receipt. Corporate then sent a generic response and refused to help.

Worst customer service. I was gifted many items and because the gifter bought the item early, they will not let me return the item for store credit or a bigger size. They do whatever they can to scam you. Do not purchase from them

i received my order from Janie and Jack, which was meant to be a gift for my granddaughter, and unfortunately everything arrived soaked in oil.
I contacted UPS and was advised to reach out to the company so they could file a claim. I contacted them immediately and was instructed to return the items. However, UPS refused to accept the damaged, oil-soaked box and contents. As a result, I am now out $200.
All that was required from customer service was to file a claim with UPS and replace the damaged items. Instead, I was assisted by Elizabeth, who was extremely unprofessional and unwilling to help resolve the issue.

If I could I would leave no stars. I have been buying Janie and Jack for so many years. I have spent over $2000 in just the month of November and December. I placed an order for many items when I opened the package in addition to a few items from my order there were Sunglasses and men’s shirt from Tommy Hilfiger. Called customer care to inform them about that and items that were missing from order. The representative asked me to send pictures and I said how do I send pictures of missing items lol, so she said she’ll refund the whole order and I said NO I don’t want a refund for the whole order because I have received a few items, then she said send me pictures so we had another order with similar items and I placed that near the Tommy Hilfiger items that were sent to me and sent a picture. They sent me an email saying we see the products in your picture so we cannot refund it… this is wha happens when you deal with dumb people, I sent that to show the these were the things I ordered that I did not receive.

Don’t shop with these people, they are a scam and cheat you and turn it around on your to make it look like you’re lying not worth it.

I ordered a pair of pajamas for full price. We took off the tags and then realized there was a large tear in the seem of the pants. I reached out to the company to see how they can help. They gave me a 20% discount. While I appreciate that, I was disappointed that such a big company would not reimburse full or even 50% for a damaged product. I would not purchase any of their items at full price.

I placed an order during the Black Friday sale where the items were marked down. I had an additional coupon for a loyalty discount. When my order arrived, 2 items were missing from the box they sent me ( no it wasn’t opened or mishandled) they simply forgot them… speaking with a rep on the phone my only option was to get a refund and I would have to reorder. I told them it was ridiculous policy because now I would also lose out on my discounts and since I have twins my one twin would not have the items she needed for the outfit. They wouldn’t offer expedited shipping. I asked for it to be rescaled to a manager … no managers don’t take phone calls only emails and they would get back to me within the hour… never happened. I tried to email with another rep explain and she said sorry thanks for your loyalty but we can’t honor the prices?! Like what?! Your company FORGOT items in a shipment but you can’t reship them or honor the price and expedite them. You don’t care about customers!

Janie and Jack do better! I was a loyal customer with 75% of my kids clothes coming from you! I will never spend a dime because you never made this right.

I posted on Instagram and Threads and many people experienced similar issues and those that didn’t said they’ve never shop at Janie and Jack again. I have emails to prove this ridiculous customer service!

Disappointing experience with Janie and Jack’s e-gift cards. I tried to purchase one and the order was canceled with zero explanation. No clear reason, no communication, and no support to fix the issue. For a premium brand, I expected much better. I won’t be purchasing gift cards from them again.

Firstly, I love the J&J designs and generally the quality of product is relatively high and washes well. However, the customer service levels for this business are absolutely atrocious and Go Global should be embarrassed they have owned this business for several years and have not invested in the digital platform experience and customer service.

- A £200 order shipped to the UK was lost. Customer service kept refusing to accept it and blamed it on Royal Mail (UK last mile carrier) but tracking and a call to RM indicated RM never received the parcel. My parents had to spend over an hour on the phone with customer service trying to get a refund
- Tried to order again, 10 days later the package appears lost again
- My mom tried to order $180 worth of product in the US and couldn’t complete the order without being charged for shipping ($100+ free shipping). She had to call customer service. They struggled to help her and it took over an hour to get the order to go through
- A pair of jammies developed 2 holes after one wear and wash. I requested a refund because I am based in the UK. They issued me a voucher for $16.50. Whilst visiting the US, I tried to use it and the sales lady said it rang up as $1.60. Nothing she could do. I wrote to customer service. One month later, no reply to fix it.
- In light of my general appreciation of quality, it has deteriorated. A $50 pair of khaki trousers had one hem come out after first wear, second hem came out after second wear. Had to pay £12 to fix, which feels totally unreal for a $50 pair of baby trouser

Stylish, good quality kids wear is difficult to find and myself (and my parents - the grandparents) spend enormous amounts of money with J&J because we like the clothes and they are uniquely cute. But PLEASE I beg of you to improve your website user journey, fulfilment and shipping and customer service so that I don’t lose this as a place to shop for my child because I am on the brink of never spending with you again.

Order never delivered, money never refunded. SCAM

I emailed Janie & Jack customer service after a zipper ripped off of a zip-up sweater that we purchased for my son last year. Let me be clear, he has worn this clothing item ONE TIME since it was purchased last December (2024). We washed it and followed all instructions (gentle cycle, tumble dry low) and the zipper still ripped off and is so damaged that it’s not possible to repair it. The sweater is no longer usable which is why I reached out to them via email. I was asked for my customer information such as name, order number, etc. I provided this info. I was then told that since the clothing item was purchased “quite some time ago” that there was nothing they could do. I spent $60 on this half zip only for it to break after one wear/wash. I am incredibly disappointed in the lack of support from their customer service department but also in the obvious poor quality/craftsmanship of their clothing. It’s cheaply made while being outrageously priced. Apparently 10 months is “quite some time” according to them and customers shouldn’t wash items from them since they just fall apart so easily. Ridiculous.

I’m really disappointed with my recent experience at Janie and Jack. I ordered two dresses using a coupon I received, but they sent me the wrong item. When I contacted customer service, instead of fixing their mistake, they told me I have to return the wrong dress first, wait for a refund, and then place a new order myself.

By the time I tried to reorder, the dress price had doubled! When I mentioned this, they offered only a 15% discount — which doesn’t cover the price difference. On top of that, I would have to wait another three weeks for the order to arrive.

It’s really frustrating that a customer has to deal with all this because of their error. This kind of service is unacceptable for a brand that claims to be premium. I won’t be ordering from Janie and Jack again.

I’m posting this in hopes that nobody else has to deal with this mind-blowingly terrible customer service. If I could give them negative stars I would. So here’s why you should avoid Janie & Jack’s Raleigh location if you want to be treated like a human being.

I returned a small hat that I bought for my daughter because it didn’t fit her. Upon returning the item (the same-day), return was processed, and the money that I spent was refunded to another card that I am not the owner of, in error. When I brought this up to the staff, they refused to correct the mistake and told me they could do nothing for me. They directed me to their customer service corporate number that also informed me because it was an in-store return that they could also do nothing to help me get the refund corrected and on my card, so neither the location or the corporate office were willing to return the money to me that I spent there. They essentially stole my money and refused to do anything about it. Pure insanity. They hid behind “systems limitations” in correcting it, but also offered any other recourse at all. After repeated attempts to resolve this, I was spoken to rudely by three separate employees at the location and also hung up on by one employee at the location after telling me, they can do nothing for me. Stop calling. This is easily the worst customer service experience of my life and I would caution anybody from ever doing business with the Raleigh, North Carolina location. The pure and utter indifference and frankly hostile attitude for refunding my money was baffling. It’s basically like if I got an item from them and paid the store next door then couldn’t understand why they think I should pay them. Anyways, what an awful place. Stay away.

Terrible quality, horrible customer service. Washed before wearing, followed care instructions and even opted out of tumble drying to better maintain the integrity of the fabric—they all came out horribly crimped. It was so odd! Contacted customer service and was told there’s no way to ship a replacement and their recourse is that I can pay for another one and they’ll waive the shipping fee. Absolutely not. It’s unfortunate because when the order arrived i immediately started browsing the website for more, but after this experience i’ll never shop there again. I advise others to do the same. They will take your money and run. With so many other shops that care about customer satisfaction, spend your hard earned money elsewhere.

The customer service is unbelievably BAD!

I ordered a shirt separately that matched one of the three bathing suits i bought my grandson. i received the three bathing suits in one package. Then i received a small box and opened it up and nothing was inside but the invoice. I called to speak to customer service and they will not get on the phone with you! the supervisor Antonella L. emailed me and said there is nothing they can do. I do not want a refund. I just want the item replaced. The price of the shirt $12.23. You would think to make a customer happy they would replace the item. Not at Janie and Jack! They would rather lose future sales!