• Registered: 2006-05-31
  • Posts: 184

Topic: JB Store Disappointment

My wife placed an order for some items on December 13th. Since then several checks with the store account have shown the order as processing. All three items were shown as in stock. There does not appear to be any good way to contact the store and email sent in query was not answered. At the time the store showed a processing time of five days. Obviously, that didn't happen.

These items were to be Christmas presents for me and she is very disappointed.

I think this has been talked about before, but if someone can provided contact information or some way to verify that the order even really exists, that would be helpful.

I  hope you all had a very merry Christmas. It just didn't happen here.

I apologize if this was not the correct portion of the forum to place this topic in, but I wasn't sure where else to place it since we have received no contact from the store itself.

Nothin' but the Blues
  • From: Hastings, UK
  • Registered: 2009-02-21
  • Posts: 291

Re: JB Store Disappointment

Sorry to hear about your problem, the email address you need is - webmaster@jbonamassa.com - this one has always worked for me.

I have never worked out why this one works and the others do not, but as I say, this one always works for me and normally it will get you through to a very efficient and helpful person called Nicki Walker.

I really hope that helps.

  • From: East Tennessee
  • Registered: 2006-04-25
  • Posts: 240

Re: JB Store Disappointment

I had the same experience. First time there has ever been a delay, it just came at a really bad time. Maybe things are too much for the current staff? Great problem, but frustrating.

Blessings,
Larry

"...play skillfully and shout for joy." Psalm 33:3b (honest, it really says that)
  • Registered: 2006-05-31
  • Posts: 184

Re: JB Store Disappointment

Larry, sorry to hear that you are experiencing the same type of issue. Hopefully it will be resolved sooner rather than later.

Jane,
I really appreciate your response and although I haven't emailed yet ( I guess I'll try webmaster as suggested since there doesn't seem to be any email address for the store (????)).

I did call the number in Florida and got an answering system. Sadly, it directs you to a number of actual people which is fine, but who do you talk to about orders? I left a message after the operator did not answer and it went to a messaging system.

I fully realize that the staff may be off over the holiday, but if that is the case some type of notice should have been posted on the store or since it is a store there should have been someone available to answer questions.

Why isn't there some way to contact the store directly? At least via email if nothing else. You should be able to obtain information about an order without having to go through all of this.

Communication, that's the key, and I hope someone at J & R listens.

Nothin' but the Blues
  • From: Philly Burbs
  • Registered: 2008-07-05
  • Posts: 65

Re: JB Store Disappointment

lvbluesboy wrote:

Larry, sorry to hear that you are experiencing the same type of issue. Hopefully it will be resolved sooner rather than later.

Jane,
I really appreciate your response and although I haven't emailed yet ( I guess I'll try webmaster as suggested since there doesn't seem to be any email address for the store (????)).

I did call the number in Florida and got an answering system. Sadly, it directs you to a number of actual people which is fine, but who do you talk to about orders? I left a message after the operator did not answer and it went to a messaging system.

I fully realize that the staff may be off over the holiday, but if that is the case some type of notice should have been posted on the store or since it is a store there should have been someone available to answer questions.

Why isn't there some way to contact the store directly? At least via email if nothing else. You should be able to obtain information about an order without having to go through all of this.

Communication, that's the key, and I hope someone at J & R listens.

Send an email to Alexandra: alex@jr-adventures.com & she will help you out. I had a similar situation when I ordered a bobble head that unfortunately took a month to get straightened out after several emails back & forth. I kind of got the impression she thought I was being a PITA, but it really shouldn't take that long to get an order shipped out, and when I finally got it. it looked like I got a "used" one. The box was already opened & beaten up pretty bad & the bobble head was put back in backwards. It has scratches on it & some of the letters in "Joe Bonamassa" on the base are faded. I thought for a second about returning it, but it took so long to get I figured just be happy with what I got. Good luck.

  • Registered: 2006-05-31
  • Posts: 184

Re: JB Store Disappointment

Just an update. We haven't heard from anyone via email or phone. Perhaps the store is "closed" until next week(?). I am kind of torqued that my wife's credit card was charged for items that we have never received and have had no communication as to the status other than the "process" note on the web site.

Maybe J&R should look into another provider for this service or at least have a long talk with whomever is in charge of the store now. Just a thought. sad

Nothin' but the Blues

7 Reply by lvbluesboy (edited by lvbluesboy 2011-01-03 13:20:11)

  • Registered: 2006-05-31
  • Posts: 184

Re: JB Store Disappointment

OK. I called the number in Florida again this morning and once again had to leave a message via the "operator" since I have no idea who's voice mail or extension I should talk to concerning the store.

I also sent email to business@jbonamassa.com to see if I get a response there. No response from webmaster as yet or the previous voice mail message.

I can't imagine that no one is back in the office now or has not checked for messages. My wife is very unhappy and there are no smiles coming from me either.

Hopefully no one else is having to deal with this type of response, but I suspect that is not the case. If no one from the office looks at the forum they certainly should. I know Joe does, but this is not an issue he should even be dealing with.

Jane, if you read this, maybe you might have a better chance in getting someone to respond since you are well established on the forum and have had contact with the folks in the office. Or at least I think so. It's to bad the store doesn't conduct themselves the way Amazon does. This would have never happened.

I'll update if I hear from someone or receive any email about the status of the order. sad

Nothin' but the Blues
  • Rocket
  • Rocket
  • BONAMEGAMETAL
  • Offline
  • From: San Francisco
  • Registered: 2006-04-26
  • Posts: 10,275

Re: JB Store Disappointment

lvbluesboy wrote:

OK. I called the number in Florida again this morning and once again had to leave a message via the "operator" since I have no idea who's voice mail or extension I should talk to concerning the store.

I also sent email to business@jbonamassa.com to see if I get a response there. No response from webmaster as yet or the previous voice mail message.

I can't imagine that no one is back in the office now or has not checked for messages. My wife is very unhappy and there are no smiles coming from me either.

Hopefully no one else is having to deal with this type of response, but I suspect that is not the case. If no one from the office looks at the forum they certainly should. I know Joe does, but this is not an issue he should even be dealing with.

Jane, if you read this, maybe you might have a better chance in getting someone to respond since you are well established on the forum and have had contact with the folks in the office. Or at least I think so. It's to bad the store doesn't conduct themselves the way Amazon does. This would have never happened.

I'll update if I hear from someone or receive any email about the status of the order. sad


It's a holiday today.  Call tomorrow.

Rock On & Keep the Faith,
Rocket

"He still doesn't charge for mistakes! wink"
http://jbonamassa.com/tour-dates/
"Everybody wants ta get inta the act!"
“Now, this isn’t your ordinary party crowd, here.  I mean, there are professionals in here.”
  • From: Crystal Lake, Il.
  • Registered: 2006-04-22
  • Posts: 5,120

Re: JB Store Disappointment

Rocket wrote:
lvbluesboy wrote:

OK. I called the number in Florida again this morning and once again had to leave a message via the "operator" since I have no idea who's voice mail or extension I should talk to concerning the store.

I also sent email to business@jbonamassa.com to see if I get a response there. No response from webmaster as yet or the previous voice mail message.

I can't imagine that no one is back in the office now or has not checked for messages. My wife is very unhappy and there are no smiles coming from me either.

Hopefully no one else is having to deal with this type of response, but I suspect that is not the case. If no one from the office looks at the forum they certainly should. I know Joe does, but this is not an issue he should even be dealing with.

Jane, if you read this, maybe you might have a better chance in getting someone to respond since you are well established on the forum and have had contact with the folks in the office. Or at least I think so. It's to bad the store doesn't conduct themselves the way Amazon does. This would have never happened.

I'll update if I hear from someone or receive any email about the status of the order. sad


It's a holiday today.  Call tomorrow.

Rock On & Keep the Faith,
Rocket

Rocket,
Why didn't you tell me sooner...I went to work today, lol!
BTW, typically when holidays fall on Saturday, they are observed on Friday.
When they fall on Sunday, they are observed on Monday, aka today ain't no damn holiday for me!

"Rock ON & Keep the Faith"

10 Reply by Rocket (edited by Rocket 2011-01-03 14:00:26)

  • Rocket
  • Rocket
  • BONAMEGAMETAL
  • Offline
  • From: San Francisco
  • Registered: 2006-04-26
  • Posts: 10,275

Re: JB Store Disappointment

Bill S wrote:
Rocket wrote:
lvbluesboy wrote:

OK. I called the number in Florida again this morning and once again had to leave a message via the "operator" since I have no idea who's voice mail or extension I should talk to concerning the store.

I also sent email to business@jbonamassa.com to see if I get a response there. No response from webmaster as yet or the previous voice mail message.

I can't imagine that no one is back in the office now or has not checked for messages. My wife is very unhappy and there are no smiles coming from me either.

Hopefully no one else is having to deal with this type of response, but I suspect that is not the case. If no one from the office looks at the forum they certainly should. I know Joe does, but this is not an issue he should even be dealing with.

Jane, if you read this, maybe you might have a better chance in getting someone to respond since you are well established on the forum and have had contact with the folks in the office. Or at least I think so. It's to bad the store doesn't conduct themselves the way Amazon does. This would have never happened.

I'll update if I hear from someone or receive any email about the status of the order. sad


It's a holiday today.  Call tomorrow.

Rock On & Keep the Faith,
Rocket

Rocket,
Why didn't you tell me sooner...I went to work today, lol!
BTW, typically when holidays fall on Saturday, they are observed on Friday.
When they fall on Sunday, they are observed on Monday, aka today ain't no damn holiday for me!

Sorry to hear your bobbling head mistakenly headed to work today, Bill.  The food additive (not preservatives!) business must be struggling these days! Friday was New Year's Eve, Saturday was New Year's Day, so many places are observing today as a holiday... Sorry not you though! Find a way to screw around and hang out here!!!

Rock ON & Keep the Faith,
Rocket

"He still doesn't charge for mistakes! wink"
http://jbonamassa.com/tour-dates/
"Everybody wants ta get inta the act!"
“Now, this isn’t your ordinary party crowd, here.  I mean, there are professionals in here.”
  • Registered: 2006-05-31
  • Posts: 184

Re: JB Store Disappointment

All,

I greatly appreciate whatever help has been provided whether I knew about it or not. I received email from Alexandra today concerning the order and was assured that we should have received it before now, but it was being looked into and a follow up would be forthcoming.

As we suspected the J&R office was closed over the holiday. It will be nice to find out what happened to the order. Who knows, maybe it will show up today! That would certainly be nice.

Alexandra mentioned USPS. It wouldn't be the first time that the postal service lost or misplaced a package. We mailed a small box to Great Britain three weeks before Christmas and our son still hasn't received it when they normally will receive a small box within two weeks even during the holidays.  Go figure.....

Anyway, I am sure things will get straightened out. smile

Nothin' but the Blues

12 Reply by Rocket (edited by Rocket 2011-01-03 15:41:39)

  • Rocket
  • Rocket
  • BONAMEGAMETAL
  • Offline
  • From: San Francisco
  • Registered: 2006-04-26
  • Posts: 10,275

Re: JB Store Disappointment

(Understandably) Grumpy was not a good way to start a new year. Nice to see the smile starting! Let's get back to Rock Inn!

Blind Dog I believe they would replace the bobblehead if you dare to ask.  If you don't dare to ask, dare to write right here that you don't and somebody else will, whether it be Jane or myself or.....

And if they are finally sold completely 100% out, I'll replace it myself! Let us know...on or off forum.

Rock ON & Keep the Faith,
Rocket

"He still doesn't charge for mistakes! wink"
http://jbonamassa.com/tour-dates/
"Everybody wants ta get inta the act!"
“Now, this isn’t your ordinary party crowd, here.  I mean, there are professionals in here.”
  • Registered: 2006-05-31
  • Posts: 184

Re: JB Store Disappointment

Well, some good news. It seems that one of the items was out of stock. The order shipped today. Happiness abounds despite the delay. It's too bad my wife wasn't notified about the back order. That would have helped a great deal.

Now I just have to wait until the package shows up!

Even better, Joe is in town in Februrary at HOB and we have tickets!

Thanks to Alexandra at J & R for making my day (and my wife's).  smile  smile

Nothin' but the Blues
  • Rocket
  • Rocket
  • BONAMEGAMETAL
  • Offline
  • From: San Francisco
  • Registered: 2006-04-26
  • Posts: 10,275

Re: JB Store Disappointment

lvbluesboy wrote:

Well, some good news. It seems that one of the items was out of stock. The order shipped today. Happiness abounds despite the delay. It's too bad my wife wasn't notified about the back order. That would have helped a great deal.

Now I just have to wait until the package shows up!

Even better, Joe is in town in Februrary at HOB and we have tickets!

Thanks to Alexandra at J & R for making my day (and my wife's).  smile  smile

It is not just too bad there was no notice of being out of stock, and no notice of back order status, it is plain WRONG!
Hopefully it wasn't sent to you and ended up in a spam box. 
If notices have NOT been given for Out Of Stock items, this MUST change.  An immediate reply indicating Back Order status and delivery "prediction" (knowing it can be so unpredictable sometimes) or, if discontinued item, notice of same and notice of crediting clients credit card MUST be given.  This is basic business practice. Hopefully this is an isolated case, but given Blind Dog's post (did yours come FedEx or USPS?), I have to ask what is going on? It DOES seem a little screwed up down at the store. 

Rock ON, Get On It, & Let's Keep the Faith,
Rocket

"He still doesn't charge for mistakes! wink"
http://jbonamassa.com/tour-dates/
"Everybody wants ta get inta the act!"
“Now, this isn’t your ordinary party crowd, here.  I mean, there are professionals in here.”
  • Registered: 2011-01-03
  • Posts: 11

Re: JB Store Disappointment

Placed order on 12/26 for a guitar strap and rah program and it still shows processing, vacation should be over and things should be shipped or some comuniction should be happenong!

  • Registered: 2010-12-30
  • Posts: 49

Re: JB Store Disappointment

My wife called the contact number on the website for a problem she had with one of my Christmas gifts.  Among the things she ordered was a tab book, and when it arrived, it was signed by Joe.  It seems that if you're able to get in touch with somebody, they make good on their customer service.

  • From: Seminole, FL
  • Registered: 2006-04-24
  • Posts: 266

Re: JB Store Disappointment

I hope these problems get sorted out quickly. I ordered a hoodie and a t-shirt a few days ago and the order came today. Maybe it is certain items that are back ordered. Rocket has a point though, a quick note if something is back ordered goes a long way !!

  • From: Philly Burbs
  • Registered: 2008-07-05
  • Posts: 65

Re: JB Store Disappointment

Rocket wrote:
lvbluesboy wrote:

Well, some good news. It seems that one of the items was out of stock. The order shipped today. Happiness abounds despite the delay. It's too bad my wife wasn't notified about the back order. That would have helped a great deal.

Now I just have to wait until the package shows up!

Even better, Joe is in town in Februrary at HOB and we have tickets!

Thanks to Alexandra at J & R for making my day (and my wife's).  smile  smile

It is not just too bad there was no notice of being out of stock, and no notice of back order status, it is plain WRONG!
Hopefully it wasn't sent to you and ended up in a spam box. 
If notices have NOT been given for Out Of Stock items, this MUST change.  An immediate reply indicating Back Order status and delivery "prediction" (knowing it can be so unpredictable sometimes) or, if discontinued item, notice of same and notice of crediting clients credit card MUST be given.  This is basic business practice. Hopefully this is an isolated case, but given Blind Dog's post (did yours come FedEx or USPS?), I have to ask what is going on? It DOES seem a little screwed up down at the store. 

Rock ON, Get On It, & Let's Keep the Faith,
Rocket

I discarded the box & really don't recall which carrier it was shipped by. But I don't think there was any issue as far as that was concerned with my order. Shortly after I placed the order, I got an email saying there was a problem when I placed it & they just needed to know which item I ordered. So, I replied that it was the boblehead & I got a reply saying it was being shipped. Two weeks went by & nothing, so I sent an email just following up. I got a reply asking for my address, which I sent back. Another week or so goes by & nothing, so I sent another follow up email & got a reply saying they were still waiting for my address! So I forwarded my previous email showing I already supplied that info and got a reply that it would be shipped. So, about a week later I receive it. When I took it out of the shipping box, which had no damage, the bobblehead box was pretty much destroyed. The bobblehead itself was backwards in the box. The plastic packaging that surrounded the bobblehead had tape holding closed, but the tape was cut telling me that it had already been opened for whatever reason. There's a couple scratches & nicks on it & some fading in the lettering. I hope I'm wrong, but it just seemed like I may have pissed someone off with my follow up emails, and that was their way of showing me. Again, I hope I'm wrong about that. But, I don't know why they would send me one in that condition. It IS currently proudly displayed in my TV room though.  smile