Customer ReviewsforIceCarats.com

Be careful! I noticed dimensions of a charm I was interested in varied from mini-cart to checkout. When I called customer service they indicated they would send me a link to checkout but never addressed the discrepancy. Maybe it's the reason why so many reviews indicated the charms are smaller than expected. Plus, they do not offer refunds. Definitely not a way to build trust. I will not be purchasing from them.

Hi,Thank you for your review. We take customer satisfaction seriously and are glad to hear from you.We have reviewed the call and the responses provided by our customer service team, we sincerely apologize if you felt that we have inadequately responded to your issue with the listing. We have verified that there is no discrepancy with the item sizes, we also informed our IT Team of any possible issue with the site causing inaccurate descriptions and they found none. The reviews on our site indicating the charms are smaller than expected are not because we have provided an incorrect size or our site has provided an incorrect description, it is because they have selected a smaller version of the items and they have anticipated receiving a bigger one. These concerns are all verified and assisted by our customer service team. With this being said, we wanted to make sure you get the correct product variation by sending you a check-out link via email.Additionally, we have sent an email response twice indicating our free 30-Days return policy. In this policy, it is discussed that if the item is not satisfactory, you may return it for free and a full refund will be issued. We also added our website links for this policy so you can check and let us know if you have any other questions.Again, we sincerely apologize to hear that your experience with our company has not met your expectations. While we'd love the opportunity to regain your trust, we understand how this experience might affect your choice of shopping with us. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.

My husband bought a gold bracelet from this company for my June birthday. Within one month, the clasp broke. They made arrangements for *** to pick it up. The same bracelet was no longer available so we would be given a store credit. In the meantime, *** lost the bracelet so the credit wasnt issued right away while there was an investigation. Understandable. However, after 3 months and numerous phone calls we still did not have a credit. I finally received the credit in Dec. and ordered a new bracelet. This new bracelet also broke after about 6 weeks! Now I no longer want any more of their products and asked for a refund. They refused after numerous pleas. Why would I want to spend $1,000 on another inferior item!? Not a good company that I would EVER do business with; however I am stuck with ordering another piece of jewelry or lose $1,000!

We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. We, however, would like to explain why we could not have issued your request.

An order was placed on May 29, 2023, at 12:37 PM PST for a bracelet. We have not received any email or any form of communication till Nov 4, 2023, at 1:15 PM PST requesting a return. Please note that the return is outside our 30-day return for refund policy. Since the order was outside the return policy, we could only usually offer a replacement, however, since the bracelet was also discontinued, we have given the option for store credit so you could purchase another item. We would like to however, apologize for issuing a delayed store credit (issued only on Dec 13, 2023) because we have to wait for *** to complete their investigation on the lost return package.

On January 26, ****, at 1:51 PM PST, we have received another email requesting a refund for the new item you have purchased. Since the item was purchased using a store credit (from the store credit we provided on Dec 13), we could only issue a refund via store credit too. Please know that we can only issue a refund back to the same method of payment used for the transaction. Additionally, the original order from which this store credit came from has been purchased way back in May of 2023 so a refund is also not possible.

We are truly sorry about this difficult situation; we understand that this response is not what you hoped, and we wish to provide more options. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.