The worst customer service experience I've experienced in as long as i can remember. I ordered an engraved item as a gift and I was a bit behind in terms of timing, my fault obviously. So I decided to proactively call in order to ensure an arrival date. The kind woman guaranteed the product would arrive a "day or two" before it was needed. Well, that day came and went.. no product. In a frantic state, I emailed them a few times a day over the course of three days. I received not one response. Come Monday, I called them again and I was consistently told "we are sorry but we don't know what to do, it must be lost. We will send you another one for free as a courtesy!" Then came a flood of emails from various titles within the store. Every person, in some way, led to another person. An utter continuous deflection of responsibility. I was told over and over again "we have no way to track your item we are sorry but we are very happy to tell you you can pick out any item of similar value and we'll ship it to you immediately". I repeatedly told them, I do not want or need a free item, at this point I just want the order cancelled. The service was so horrendous, I simply wanted to be done and eliminate the possibility of any further communication or circuitous/misleading conversation. Countless times I asked, and I literally quote, "please stop emailing me, I want to simply end this transaction/communication". I was that frustrated and disappointed.
Fast forward maybe a week or two, the original order arrived in the mail. I was charged for the item and told "if you received it you must pay". I have numerous emails proving my request for cancellation, but they do not seem to care. At one point, a woman even blamed it on the "language barrier". I'm not one to write poor reviews; as a business owner myself - I understand you can have a bad day. Unfortunately, I felt compelled to share this - it's deserved. Not to mention, I still do not have a clue how or why it didn't make it to to me in time. The jewelry is gorgeous, the people haven't a clue. read more