Complain about a product or service

Jenny Craig

Ben of San Marcos CA (09/03/07)
I feel like I was ripped off and lied to by your company. I had the oil changed on my 2005 Ford F150 with only 14,300 miles on it. The first thing that happened was they told me that they recommended I use synthetic blend oil. I asked specifically if the standard oil met the manufacturers specification. The girl that was inputting my order said that it did. I said to use the standard oil.

After a few moments a man I assume was the boss came over and told me that Ford requires a synthetic blend oil for all vehicles 2005 and newer and said that it was in the manual. I told him that I already asked the girl and she told me the standard oil was to manufacturers specification. He maintained his position about synthetic oil being required. I told him that they should not be offering any oil that did not meet manufacturers specs. He told me that many people told him they didn't care about manufacturers requirements and that was why they offered the standard oil. When I got home I looked in my manual and there is no requirement for synthetic blend oil for my truck.

All the oil needs to have is American petroleum institute symbol that says for gasoline engines. I cannot believe the standard oil you use doesnt meet this spec. I was charged an additional $14.99 for the synthetic plus a few dollars more than standard priced oil because my truck requires 7 quarts of oil.

I feel Jiffy lube owes me that money back. I am also very disappointed in your sales tactics where you base recommendations on assuming everyone drives in Severe conditions. You never make an attempt to inform people of this fact, nor do you ask them how they drive their vehicle. You simply tell them they need services and most people do not have sufficient knowledge to contradict your sales people. However, I do have knowledge and will not be buying any unnecessary service.

Although, much tio my chagrin I did fall for the synthetic oil charade. My truck has 14 thousand miles on it and doesn't need any of the services you recommended including but not limited to the fuel filter, air filter, A/C service or synthetic oil. You recommended I have all these services performed. None of them are required until 30,000 miles on my vehicle. An A/C service is never required.

Even though I asked clarifying questions about the recommended services, there was no mention of how I drive affecting your recommendations. You should ask about how a vehicle is driven and not assume severe driving conditions. Your company can make plenty of money by recommending and performing services at normal levels.

Your current process is intentionally misleading and you know it. I hope someone files a class action lawsuit against you for these misleading sales practices. It is not right to intentionally mislead people about the services and materials they require. You know as well as I do that many of the services you sell are not required and that you simply scare people into buying them because they don't know any better. Additionally, your prices are ridiculously high. I can go to my dealer and get an oil change for less money. Sincerely, Ben Moore

G of Park City MT (03/17/07)

All my food came to me unfrozen and they told me to throw it out, second time unfrozen again, and food thrown out again. No one would call back, and they said I had a number that did not work. No counselors called and they have VERY horrible customer service. These products cost a lot of money that I am out for receiving nothing.

Janece of Bronx NY (07/25/06)
I called Jenny Craig on 7/18/06 to sign up for Jenny Craig and place an order. After a second phone call just minutes after the first I called to clarify a couple of things. I was then made aware that if I didn’t buy the food I couldn’t have a counselor. I immediately asked to cancel my order because it was too much for me. The lady told me they just placed the orders if I wanted to cancel I would have to call the corporate offices and she would give me the number. The number she gave me was 1-800-443-2331. I thanked her for her assistance, hung up and dialed the number for the corporate offices.

It was after hours so I listened to the recording which said the business hours and said I could leave a message. I opted not to but to wait until 5am when they opened to place another call so I wouldn’t be stuck with an order. The message did not say it was 5am central time so I called 5:07 am eastern time. I left a message stating I wanted to cancel and needed someone to contact me as soon as they got the message. I also gave them grief about not being open when they said they would. I proceeded to call four more times the fourth time leaving another message.

I then called back the original number I had which was 1-800-597-5366. A young woman picked up, I explained my situation and explained how I really wanted to cancel it before it was shipped out so there would be no problems. I told her I called the number given but there was no answer and I kept getting the machine. This was around 7:20 am on 7/19/06. She explained that it was 5am central time and that the phone lines would be open in a half hour or so. I thanked her and then felt bad about the first message I left about them not being open when they said they would. Anyway, I wait and around 8am Eastern Time and 5am central time I call again to cancel.

This time my call is answered by a young woman I failed to take down her name. Well I explained everything to her. She asked for my number I gave it to her she said I wasn’t in the system yet. She asked if I had any other numbers I might have used. I gave her my cell phone number. She said she still didn’t see anything but she would make a note and cancel it for me she took my information and asked if there was anything else she could do for me. I said no and thank you very much. She said sorry for the trouble and for me to have a nice day.

On 7/25/06 at around 10am Eastern time I receive a Fed ex box. The man drops it off and leaves. I accept it thinking it’s something else I ordered. The box doesn’t say Jenny Craig or anything so I read the shipping label and see it is in fact Jenny Craig. It was shipped out on the 24th of July express overnight to be delivered the 25th of July. Knowing I canceled my order on the 19th of July I immediately call the corporate offices. My call is answered by Leann,I gave her my home number to pull up my account she says there’s nothing, is there another number? I give her my cell number she says yes it’s right here how may I help you. I explain everything and give her the whole story. She says well there’s no cancel on this account but I’ll do it now. I thanked her then asked what about the box already sent? I told her it was unopened still by my door and that I had called immediately to rectify the situation because I knew I canceled and something must’ve went wrong.

She said she doesn’t know what to say about the box I already received but she would have to check with her supervisor who wasn’t in yet. She said she’d call back but for me to open the box and put the frozen food in my freezer and the dry foods on my shelf so nothing would go bad before she got back to me. I said ok thank you and got off the phone. Then I thought about the box had dry ice in it, wouldn’t that keep the food fresh? So I called back and Leann picked up. I said Hi this is Janece W you just spoke with me. She said yes Ms. W what can I do for you or something like that. So I began to explain and reason with her. I said if the box has dry ice in it can’t I just have fed ex pick it up and ship it right back to you. Won’t the dry ice keep it fresh? She said actually it will but California state law forbids us from taking back any frozen or perishable foods for health reasons. I told her the box said it contained dry ice and to wear gloves and I was a bit concerned.

Leann said I must becareful because if I touch the dry ice I will get burned. She tells me to put on gloves and then open the cooler. She says tip it over the garbage and let some of the packing peanuts fall out. Then get a wooden spoon and fish around in the box and remove the remaining pieces of dry ice. She then tells me if you really don’t want the food please don’t let it go to waste you can donate it to a shelter or something. Then she said as soon as my supervisor arrives I’ll have her look everything over and get back to you. I said ok and hung up again. I did just as she told me. I wanted to run some errands but didn’t want to chance missing there call. So I called back this time Suzanne answered the phone I asked to be connected to Leann she asked my name and number. I gave them to her. She told me to hold, she then came back and said Leann was actually sitting right next to her but was busy at the moment. I explained I was waiting for a call back she said she knew all about it and in fact their supervisor had just come in and she would give the supervisor the papers and explain everything because she was aware of the situation. I said no problem I just wanted to make sure they had my cell number and called me back at that number because I might not be in the house when they called. She said ok, they had it and everything is fine.

Maybe 10, 15 minutes later if that Leann calls me back. We get disconnected, I call her right back. Suzanne picks up the phone I tell her I had just been disconnected from Leann and she transfers me back. Leann then says they checked there call history and talked to everyone in the office. She said no one remembers talking to me or agreeing to cancel anything. She also said there is no record of me leaving any messages or even calling. I have a detailed call list from my phone showing every call I made to them and how long the calls lasted. It even shows the calls I made to my credit card company American Express to dispute the charge of three hundred thirty dollars and forty nine cents.

I expected a much higher level of service from Jenny Craig, and I am quite disappointed. I am surprised that a company which prides itself with quality service and effective quality products would treat a consumer in such a way. Because I do not want to spend any more time on this problem, I have written this letter and am sending it to those who may help my situation. I expect a full refund. I will be informing my friends and family about this experience.

Audrey of Garden Grove CA (02/24/04)
I signed up for Jenny Craing's online program on 2/12/04. I paid $670. with my Visa/ATM. I was promised that my food would be delivered, frozen, packed in dry ice on Tuesday 2/17/04 (FED EX. I was told that the food needed to be put in the freezer within 6 hours. By about 3:30, when nothing had been delivered, I called. It was not sent. I was told it would be delivered on Wednesday, 2/18. By around 3-3:30 on Wed, when no food had arrived, I called. I was told that the food was delivered at 9:24am, signed for by G. Stewart and left at the front desk. I informed them that I do not know a G. Stewart, and there isn't a front desk in my complex, AND that wherever the food was, it was now sitting out for 6 hours. I was told Fed ex will take care of it.

At that time, I said that this wasn't gong to work for me, and I waould go to a physical Jenny Craig location. I was told they would process my refund. On Thursday 2/19 I was out. When I retruned, there was a message from Fed Ex that they attempted to deliver, and would be back on Friday. Again, I called and told them that I do not want the food, and I wanted my money back (at this time I didn't know it was the same food or if they had sent out a second shipment) Again I was told that they were contacting Fed ex, and I shouldn't worry about it. At this time I was told that Gina had to process my refund and she was out.

On Friday 2/20 Fed Ex came to my door about 10am with a box of totally thawed food with no dry ice. I called again and was told to throw the food away, and this time I was told to call customer service for a refund. I held with customer service for over 30 mintues before I gave up. (still I was promised that a refund would be coming. On Monday 2/23 I called again and asked them why the money was not back in my account. I was told that Gina would process it, and I could leave her a message on her voicemail...which I did.

Hours later she called me back and told me that she was so sorry and she was going directly to management and they would get back to me by the end of the day. She also told me that whoever told emthat she would process my refund was mistaken. She is not allowed to do that. Management, of course, did NOT call me back by the end of the day so I called again today, and this time I got through to customer service. She put me on hold and wnet to talk to someone, and then came back and told me she would take it to management, and I would get a call back by the end of the day. I am not holding my breath. I need a refund of $670 from them and need to know how to go about getting it. I also want others to know about this program.

I am out $670.00 and have nothng for it.

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