13 replies to this topic

[Terrysweething1312417725]

so, i am a direct client as we have no centers in the province i live in. you got it, i live in canada, saskatchewan to be exact. so anyway, my first order never arrived as they refuse to leave it on the doorstep here as it is marked as dangerous goods due to the dry ice. when it finally arrived it was a melted mess. JC shipped out a new one. to get it i basically stalked the courier guy and picked it up while he delivered elsewhere as i had to go to work and couldn't wait any longer. so that was all just to get my first two weeks of food.
so i decide to go on and order 4 weeks. we set up a delivery date. Tuesday i sit home all day and nothing comes. i chase the courier who tells me there was nothing for me. contact jc, they don't know what happened but i will get delivery tomorrow. Wednesday, nothing comes. Thursday (day 3), i call back again, in am and she can't figure out what going on but expects my order will come today. reorders my frozen for next tuesday. that night still nothing had arrived so i call in again. this lady checks and says i missed my deliver...after some discussion it was found that somehow my address got changed to ontario. that is like twp provinces away from me. no one has any idea how this happened, but that is where my food went. so now the best they could do was reship my entire order on tuesday.

meantime, i have been out of food for the week... and missing my canadian bars greatly. cravings are upon me, i am still adjusting to the system as i am in week three although it should be 4 by now. does anyone have any tips on this? or words of encouragement? i really wish i could get to a center

[Blessed4Life2]

Wow, that is the pits!!!! So sorry for you hon. I wish I could help you some way. I am not familiar w/Canada, but can you go to the next providence that does have a JC...or is that out of the question? Have you tried calling the 24 hr line 1-800-jennycare? I am not sure what number you are calling, but whenever I hane any problems or questions I call that one above, and they are so kind and accomodating.

I sure hope you can get this issue resolved, I cant imagine having to deal with that. Maybe someone else here will have some ideas.

I wish you much luck!

[Casanovas_Girl]

That really sucks, I am in Ontario and all my deliveries have been great the past few months. My only question would be how far are you from the nearest Jenny Craig Centre? If it's even as much as a couple hours away you might be happier just calling them with your order and travelling to pick it up. If you are already spending a stress filled day just waiting on your local couriers then it couldn't be any worse having to drive and pick up food personally... and with a good Canadian winter your stuff would travel fine in the car for a few hours. I am not aware of all your circumstances so that might not be possible, and it is a shame that they haven't been able to get you your things. My fingers are crossed that things work out for you. - Cas.

[mob2011]

Terry,

You really need to call Jenny Craig about this delivery process. When you set up an appointment they should be delivering it when stated. You pay good bucks for that food and the delivery. I have to knock on wood, I've never had a bad experience other than one time it was delivered to the wrong house, but that was easily corrected and the driver's error as it was clearly stated deliver to the "WHITE HOUSE" as the house across the street is the exact street # two different towns.

That is good that JC resent the order of the damaged food.

This is an issue they need to deal with through the company they contract to deliver your food but in the mean time you shouldn't have to be without food or damaged deliveries or having to stalk the driver.

I hope this gets rectified for you soon.

Good luck
Dawn

[galadalime]

This is a pretty stinky situation. I wonder if you could have the food delivered to your work instead and then just stick it in your car? That way someone should be there for the delivery and you wouldn't have to stalk the driver. Also, if the business name was on the delivery it would be unlikely to be delivered to a wrong location.

[Blessed4Life2]

This is a pretty stinky situation. I wonder if you could have the food delivered to your work instead and then just stick it in your car? That way someone should be there for the delivery and you wouldn't have to stalk the driver. Also, if the business name was on the delivery it would be unlikely to be delivered to a wrong location.

great idea Julie!

[Terrysweething1312417725]

thanks everyone! it helps just to know i am not expecting too much. unfortunately the closest jc to me is in edmonton, over 10 hours away so that don't work. i was trying to get it delivered to my work, but because i work out of town, the courier doesn't deliver there. i tell you, it is riddiculous. so they are apparently going to keep my order at their head office and i will pick it up. jc did not want to do that as they say it is supposed to be to my door, but there really isn't anything else that can be done.
if it doesn't come today, i am really gonna be in a spot tho

[Blessed4Life2]

thanks everyone! it helps just to know i am not expecting too much. unfortunately the closest jc to me is in edmonton, over 10 hours away so that don't work. i was trying to get it delivered to my work, but because i work out of town, the courier doesn't deliver there. i tell you, it is riddiculous. so they are apparently going to keep my order at their head office and i will pick it up. jc did not want to do that as they say it is supposed to be to my door, but there really isn't anything else that can be done.
if it doesn't come today, i am really gonna be in a spot tho

What Head Office? JC or the courier?

I sure hope you get this resolved, what a pain in the wazoo.

[justen]

Someone from Jenny Direct should be able to get in touch with the courier, and they should be able to better coordinate with the local delivery office to ensure that your package is handled properly. It's sometimes impossible to find a number for those "local offices," but they do exist. Does Jenny Direct use UPS for your part of Canada? If so, you can try getting through to a "corporate" number for them. Call and explain your situation directly, they should be able to put you in touch with someone that can help. (A quick search revealed 905 676-6050 for UPS Canada's main offices in Mississauga.) Have your tracking number(s) handy so they can see where things have gone wrong in the past.

One way or another, it ought not be an issue to have the package left at your door, since Jenny should be able to specify that (as a "shipper release" signature waiver). If the courier isn't respecting that, and it's an inconvenience for you, you have every right to escalate the issue until it gets resolved.

Good luck!

(If the courier isn't UPS, let me know and I'll see if I can find appropriate contact information for you.)

[Terrysweething1312417725]

Someone from Jenny Direct should be able to get in touch with the courier, and they should be able to better coordinate with the local delivery office to ensure that your package is handled properly. It's sometimes impossible to find a number for those "local offices," but they do exist. Does Jenny Direct use UPS for your part of Canada? If so, you can try getting through to a "corporate" number for them. Call and explain your situation directly, they should be able to put you in touch with someone that can help. (A quick search revealed 905 676-6050 for UPS Canada's main offices in Mississauga.) Have your tracking number(s) handy so they can see where things have gone wrong in the past.

One way or another, it ought not be an issue to have the package left at your door, since Jenny should be able to specify that (as a "shipper release" signature waiver). If the courier isn't respecting that, and it's an inconvenience for you, you have every right to escalate the issue until it gets resolved.

Good luck!

(If the courier isn't UPS, let me know and I'll see if I can find appropriate contact information for you.)

Thanks! the courier here is purolator. they say they have gone to their head office with this, and they can not, by law, leave the package on the doorstep as it is marked as dangerous goods (due to the dry ice). they say if a child got into it they would be seriously harmed. so what i am doing at this time is having it dropped at their commercial pick up point, and picking it up there.
but just to add to the story, this week my shipment "missed a connection" and did not make it here. now "should be coming" a day late, but the frozen goods will be ruined again. so they are reshipping my frozen foods again. so even when i have it shipped to a depot it doesn't get there!!! unfortunately, whenever i ask for a tracking number, JC can never seem to provide one? they say they haven't been "posted" yet??
it is rather an inconvience i do say. every delivery date i am never sure if i am going to get my food
plus for some unknown reason, my address keeps getting changed in their system! i keep getting new service agreements with different addresses on them. i forward them back to my JCC and refuse to agree to them. plus, once my food was sent to ottowa, which is 2 provinces away from me! that was a royal pain i do say!
anyways... thanks for the help
kathleen

[justen]

Thanks! the courier here is purolator. they say they have gone to their head office with this, and they can not, by law, leave the package on the doorstep as it is marked as dangerous goods (due to the dry ice).

Darn. Here's what Purolator says about their Signature Not Required (SNR) service:

U.S. and International Shipments, Dangerous Goods Shipments, Purolator Express Evening Shipments, Purolator Ground Evening Shipments, ExpressCheque Shipments and COS Shipments are not eligible for SNR or O-SNR delivery.

It looks like maybe Transports Canada requires Purolator to treat dry ice more sensitively than the United States Department of Transportation. (Hence the discrepancy between the options available in Canada and the options available to Jenny Direct clients via UPS.)

You could still try giving Purolator headquarters a call yourself, to at least figure out why they keep missing their commitment times and see if you can get anyone to get to the bottom of the issue. It looks like their number is 905 712-1084. Ask for Tom Schmitt's office. (Seriously.)

On more than one occasion, I've gotten stuck in various customer service nightmares. There are people at every company who care, it's just not always easy to get to them. Give it a try. It might take ten minutes of your time, and you might not get anywhere, but it could work, and it might end up saving you hours in the long run.

Best of luck!

[Terrysweething1312417725]

Darn. Here's what Purolator says about their Signature Not Required (SNR) service:
It looks like maybe Transports Canada requires Purolator to treat dry ice more sensitively than the United States Department of Transportation. (Hence the discrepancy between the options available in Canada and the options available to Jenny Direct clients via UPS.)

You could still trying giving Purolator headquarters a call yourself, to at least figure out why they keep missing their commitment times and see if you can get anyone to get to the bottom of the issue. It looks like their number is 905 712-1084. Ask for Tom Schmitt's office. (Seriously.)

On more than one occasion, I've gotten stuck in various customer service nightmares. There are people at every company who care, it's just not always easy to get to them. Give it a try. It might take ten minutes of your time, and you might not get anywhere, but it could work, and it might end up saving you hours in the long run.

Best of luck!

thanks very much!!! i will give it a whirl
kathleen

[Jewel-ia]

Kathleen...just curious, where in Saskatchewan are you? I am in Alberta and all my food is delivered by UPS and they apparently do not have the same restrictions as Purolator does.

My very first shipment I received (just last week) was for a JC client in Nova Scotia. I mean, Nova Scotia is as far east from me as I am west. It's like living at two opposite poles. Not only did I get the wrong order, I received to BodyMedia Fit armbands.

Anyway, JC customer care reshipped my shipment and I received it complete and on time.

I sure do hope you can sort this out. Good luck!!

Blessings,
Julia

[Terrysweething1312417725]

Kathleen...just curious, where in Saskatchewan are you? I am in Alberta and all my food is delivered by UPS and they apparently do not have the same restrictions as Purolator does.

My very first shipment I received (just last week) was for a JC client in Nova Scotia. I mean, Nova Scotia is as far east from me as I am west. It's like living at two opposite poles. Not only did I get the wrong order, I received to BodyMedia Fit armbands.

Anyway, JC customer care reshipped my shipment and I received it complete and on time.

I sure do hope you can sort this out. Good luck!!

Blessings,
Julia

i live in yorkton, which is the third largest city in sask lol. we don't get ups here, it gets taken from ups to puralator. and it is puralator that won't leave it on the step. sometimes i figure i should drive to winnipeg once a month and pick up my order lol!