Dear Janie and Jack Customer Service,
I am writing to…read moreexpress my extreme disappointment with the customer service I received at your Houston Galleria location. I have been a loyal Janie and Jack customer for years and have always had positive experiences, particularly at the Highland Village location. Unfortunately, my experience at the Galleria was completely different, and I feel that it needs to be addressed.
I initially went to the Highland Village location looking for a Disney dress for my niece's birthday, which was today. I was told that Highland Village had not received the collection, but the employee was kind enough to call the Galleria location and have the items placed on hold for me. Although I did not particularly want to drive to the Galleria, I did so because I needed the items for my niece's birthday.
Unfortunately, from the moment I arrived at the Galleria location, the customer service was extremely unpleasant. The employee assisting me had an attitude throughout the interaction, and I felt as though she did not want to help me. When I was ready to check out, I asked about a price match. I am familiar with Janie and Jack's price-match policy, and rather than assisting me professionally, the employee appeared irritated and made me feel as though I was inconveniencing her simply by asking.
My aunt was with me during this entire experience, and she was shocked by the way we were treated. In fact, she wanted me to leave the merchandise behind and walk out because of how uncomfortable the interaction had become. I only continued with the purchase because I needed these items for my niece's birthday.
The experience became even more disappointing when my aunt decided to sign up for emails. She had never shopped at Janie and Jack before, but she was impressed by the clothing and wanted to receive your emails. After signing up, she was told that the 10% offer would not be honored. This was extremely frustrating. If a customer is encouraged to sign up for emails in connection with a 10% offer, why would that offer not be honored when the customer completes the signup?
I also needed a gift box because I was taking the items directly to a birthday party. The employee did not offer me one or even ask if I needed my purchase packaged as a gift. I know Janie and Jack provides gift boxes because the Highland Village location had just wrapped another gift for me. Given the circumstances, this was another example of the lack of effort and customer service I experienced at Galleria.
What concerns me most is that I genuinely felt that the way I was treated may have been influenced by my race or ethnicity. I do not make that statement lightly. I have been shopping with Janie and Jack for years and have never experienced anything like this. The stark difference between my experiences at Highland Village and Galleria makes this situation even more troubling.
I believe this employee needs to be retrained on customer service, company policies, promotions, and the importance of treating every customer with courtesy and respect. Customers should not be made to feel unwelcome, especially loyal customers who have supported your company for years.
I would appreciate it if management would investigate this incident, including the price-match request and the 10% email-signup promotion, and provide me with an explanation of what happened. I would also like this complaint to be taken seriously and addressed with the appropriate store management and training team. My order #JJ0589106 9/13/26 at 2:55 pm
I have remained loyal to Janie and Jack for years because I have always loved the brand and the quality of your clothing. I hope this experience is not representative of how customers are expected to be treated at the Galleria location.
I look forward to hearing from someone who can address this matter appropriately.
Sincerely,
Maria Ajche & Marisela Muy
