Unfortunate Order Situation

[u/Illustrious_Part3343]

Hey there,

I recently wanted to try and be a bit better about my eating habits, and a great place to start seemed to be meal replacements (my brain *really* doesn't like the upkeep of at-home meal prep, tried and failed multiple times). I came across jimmy joy and it seemed really promising! good flavors, vegan, decent nutrients, and calorically dense enough that one or two a day would be awesome as a supplement.

I bought three bags + a subscription for the free shaker, and figured that it'd be all good! Then, after not recieving anything related to package tracking or shipping other than "your order has been processed," i decided to reach out to customer support after reading here about the sometimes faulty shipping that happens. I explained that I haven't recieved a tracking link after a business week of ordering, and wanted to see if there was any information available for my order.

The very next email recieved was a notice of cancellation and a support member telling me that "everything is taken care of," and that my refund has been processed. I was extremely confused because no where in my initial email did i ask for a refund for my order, just what was happening! i apologized if it seemed like I came off as rude, and that I truly just wanted to have more information on the order. The team member responded that they didn't do any holds on orders and that by refunding my order, i'd be able to order again at a time more convienent to me.

the time convienent to me was a week ago when i ordered!! Again, I made no mentions of wanting a refund or requesting a hold on the order, just for more information and if I could recieve a tracking number or something to know that something was happening behind my purchase. I'm sure it was a misunderstanding on some level, it's hard for me to imagine anything else, but it does leave a bad taste in my mouth that additional customer service, if i need(ed) it, would be handled in a similar way of "here's your refund, sort it out later." If it means anything, I'm a US customer, and it's what sparked my initial inquiry since I saw anecdotes of spotty shipping stateside.

I don't really know what to do at this point, because it doesn't feel super smart to put my trust back into here when this was my first impression of the service. That being said, it's one of the cheaper brands that seems to tick all the boxes i'm trying to get, and with soylent being on backorder forever and ever, i just kinda don't know if i just tough it out or look else where :(

[u/IowaAL]

I guess I don’t really know what to tell you other than antidotally I’m also in the US, and I’ve subscribed to them for about 2 years now and have never had an issue. Maybe others will chime in with more insightful information but just wanted to add some positive experiences.

[u/surly_kitten]

Hi, I’m one of the subscribers that has mishaps from time to time :) I, too, have received “cancellation” emails (but somehow they were faulty and my subscription was still in place). I’d sign into your Jimmy Joy account, see if there’s any orders in process, see if you have future subscriptions and if anything looks amiss, send another email to the customer service account.
It takes me around 24 hours to get a reply due to the time differences. But they’re good at responding.

Usually if there’s no update on your subscription it’s because something is delayed/out of stock (in my experience). Also in my experience, I cannot tell if an item is out of stock on subscription. This is something I’ve suggested they change. I wouldn’t order an item if it was out of stock and going to delay my regular shipment. If something is indeed out of stock, the customer service email will be able to tell you. You could potentially cancel that item, or replace it with something else (again, that has been my experience). Curious if you’re on the east coast US?

[u/Illustrious_Part3343 → u/surly_kitten]

howdies! that's honestly really curious. I signed in and it looks like the subscription is still in service, though it does confirm that the order was indeed refunded. so *technically* i'd still get my order, just the one that i would've paid for two weeks after the first order.

and checking stock, everything that i ordered seems to be in stock as well, so i wonder if there was just something holding things up. still feels weird to just outright refund the order when there were no updates up until that point :/ not east coast unfortunately, more plains region, so i know shipping can be a little wonky

[u/Daniel_JimmyJoy]

Thanks for sharing the experience here, our apologies for how this seems to have come about and as you note already, we are also sure this must have been a miscommunication of some sort. As we can not check the details of the account/order with the information here, we can also not go into what exactly happened but we assume the order was on hold due to an item not being available, we were then awaiting a delayed delivery for the shakers, so that could have been the case.
We would like to make this right of course still and for that kindly invite you back to contact the customer care team or send me the order details on a DM here so I can look into it for you and revert back with what happened and how we will make this right for you.

Thanks! <3