Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The owner of jennaris is not shipping paid product. She has had items I’ve purchased and paid for in full for numerous months. She is changing the prices on items I purchased after the fact. I will sue if she is not held liable and I don’t receieve my items. There should never be a shipping time of “whenever I get to it because I’m a single mom and a junkie”. Customers pay for items and expect to receive those items in a reasonable amount of time not months after you asked for her to ship your items. I haven’t spent thousands of dollar with this business. This is unacceptable.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Starting on May 27, 2022 I paid Jennari's Crystal Creations (Jennari's) weekly for the sale of crystals and other metaphysical items. The business requires paying through Friends & Family if you use ******, and that is what I used. The last payment I made was on July 11, 2022, for a total of $265. I had items that I decided to not buy and paid the $35 cancellation fee that the company required (included in the $265). All of the items were claimed on the company's ******** group. I was told that it would "take time" for the owner to go through my box to sell the items. That I would receive whatever was left that added up to the $230. I waited for a month for a tracking number or any information about my order, and I heard nothing. I reached out to the company's ******** page via ******** messenger and was told that it would be mailed soon. Ten days later I commented on a post in the ******** group to ask if she knew when she would be able to go through returned boxes and never got a response. Went to check it the next day and saw that I have been blocked and removed from the group without explanation or warning. On July 19, 2022 the owner did a live video on Facebook, and 28 minutes in she mentioned my name and started saying very bad things about me; defamation of character. I have been very pleasant and patient. I have document everything. I would just like my stuff to be sent so that I can be done with all of this.

  Business response

  09/14/2022

  To whom it may concern,
   this is my response to the case opened by ***** ***** concerning her items ordered from Jennari Crystal. We have a payment process that is very much like a layaway program that has very clear cut terms. If you cancel an order you lose your initial deposit of $35 there is no sending another 35 payment as she stated.  You are to pay weekly or bi-weekly according to your budget a minimum of $35 per week pending the amount financed. This is done without fees or interest, so all that we ask is that anyone entering the payment plans send their payment free of fees for us. After you cancel your order, we have up to 90 days to sell what we can out of your box and ship out the remaining items. 90 days starts from the time the box is officially cancelled and closed and requested to ship on the ship post which was NEVER DONE. IT DOES NOT START on the date of the last payment made. Many boxes sit weeks after the last payment before theyre officially cancelled. 
  
  Store policy note: All sales are final. There are no returns, exchanges or refunds permitted. Unless items arrive broken clearly due to carrier mishandling during shipping. 
  
  ***** **** cannot seem to figure out if she wants the items, wants a refund or if she ever even made the purchase. As you can see from the attached screenshots, these are emails from ****** whom ***** ***** told she never made any of these purchases at all. She told them I stole her info from a previous purchase and kept billing her. This is not only a blatant lie, obvious by her conplaint now filed with you, but it is a federal offense to which I do not take lightly. 
  Yet, she tells you she wants the items she ordered on facebook.  I see in her response to you, that she says I blocked and removed her from the group. She was not. She blocked ME and my entire group on Facebook. We were later contacted through the group from someone else's account whom claimed to be ***** on her husbands account.  I refused to speak with that person about any account because I didn't know who it really was. I blocked that account for fear of scammers.  The other account claiming to be ***** said "i cant get back into my account and it got deleted... this is my husbands account. Wondering if my cancelled items will be shipped." This was the first request to ship, whether it was her or not we didnt know, but to be safe, we started her 90 day cancellation, resale and restock process. Which officially began on July 19th, 2022. 90 days from July 19th, 2022 is October 17th 2022. 
  
  It is not uncommon for wives to hold their boxes for weeks or months after payment in case they see more they want to add as we have a flat rate shipping fee. Many want to time their packages arrival perfectly to be shipped while their husband is out of town or anywhere but home. ***** is one of those wives. So we have a ship request list where all members request to close their box and have it shipped when they are ready.  
  
  We do not discuss anyones account details with anyone else. We reiterate rules only. Especially not when we have already been told about husbands that dont approve of spending. I am the owner and The last contact I personally had with ***** was when she cancelled her order because she was fighting with her hubby over her spending in July of 2021.. this is also attached. She never even tried to reach out to me personally to ask about her box. Yes, the rules say not to... unless it's a situation you're not satisfied with. Then you are to contact me directly. Everyone knows that. 
  
  ***** **** did hear from each and every remote helper that she contacted (5 total) the same copy pasted reply of the rules and she replied that she understood every time. Yet within a couple of days, she was asking another member or posting in the group asking what to do to get her items.  The rules are not only posted in the group 5 times in 5 different places, you have to agree to them to enter the group and we have everyone read and type out that they agree to them before they're allowed to make a purchase. The stores policy is also printed on invoices as well. 
  
  Not only are we well within the 90 day period to have this issue sorted, but we also have attached where ***** ***** filed for a refund with ****** to take back her money. We do not ship items and refund the money on cancelled orders. We would be out of business if we did. No other store that has a layaway program even allows the items paid for to be shipped. They keep it all. We are trying to go above and beyond for every member and ensure they have a great experience, but we dont deserve this harrassment from impatient people. Let alone being lied on and potentially put in jail over said lies. We are the only business that even cares enough after you stop paying to continue to work with you. No one else does that!  Once an order is cancelled it is moved to the bottom of our ship request list. Which, right now, has 4.5k requests on it. This is why we say 90 days to get cancelled orders settled and packed.  This is all stated in the rules. Also, attached are these particular portions of the store policies, regulations and rules. Our process which normally takes 90 days has now been completely interrupted and put on hold due to the fact that she filed to get her money back. And now this complaint. At this point, I understand why other stores stop caring once people stop paying. Because this is a  complete waste of my time having to stop and share our policies that she agreed to, with you. 
  
   At this point, she has never told us she wanted the money back, only tried every way possible to get her items and her money back from every other source she could. She never one time contacted me directly to ask anything if she was not happy, thats what you're supposed to do.  She knows all sales are final and we do not offer refunds. This is agreed upon before anyone is allowed to purchase anything. If ***** would stop all of this ridiculous time consuming lying and trying to take back the money by filing false complaints with venmo, ****** and now you, I would have more time to get to settling her order. We have over 6k returning customers and have been in business for over 2 years. Our policies havent changed. If we were doing something wrong, someone would have said something before now. 
  
  All I can do at this point is wait for the response from ****** and then resume the original process for closing out her box. 39 days into the process her order was frozen due to the ****** complaint. Her order process will resume when the money is deposited back into my account from ****** and I have won the decision. Until then, the order will sit and wait for her to stop making it take longer. 
  
  Jennifer R. B****
  Owner
  Jennari Crystal Creations
  Www.JennariCrystal.com
  3595 Rocky Fork Rd
  Otway, OH 45657

  Customer response

  09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was told by her employee, Kris, that there is a $35 restocking/cancelling fee. That is what I paid, so I do not know why they would lie about that. I was not aware of the 90 days policy until now. I read the rules but did not see that statement. My husband legally and willingly joined the group after I told him what was happening. The owner blocked us after I told them that it was myself on my husband's account, even though I had been speaking to her team prior on that account. I tried to get my money back from ****** after that because I have no way of contacting them now, and we can not financially afford to give away over $200. I have never used Venmo for box payments. I have only politely asked about my order update after 1 month of waiting to hear back; again, I was not aware of the 90 days policy. I did ask for a refund at one point and do not understand why they would say that I did not. I have been called very rude things (slander) by the owner, Jenna, on a live ******** video because of miscommunication. The whole process has been a huge miscommunication, and I have been nothing but polite. I will wait for the 90 days to go up. If I do not get a tracking number or a refund by then I will have my lawyer contact hers and we can settle this through that. I never wanted it to come to this because I have been nothing but appreciative and supportive of her shop. I do not have any hard feelings towards anyone that's involved, but I do wish that she would have communicated better. I was told "that it takes a while", not that it takes 90 days. I never contacted her personally because it says not to on the group rules. I know that she is busy so I contacted the page like it said to. It is important to remember that any communication online can be taken the wrong way, from either side.
  
  Regards,
  
  ***** *****
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩