ComplaintsforVrai

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction date 10-8-2023 Purchased ring. The ring was NOT the quality advertised. Returned ring. Company only refunded $4,929.69 of a purchase price of $5,273.15 Company advertises 100% customer satisfaction. Tried contacting ********************** several times but phone number given on site is not answered, email is not acknowledged.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchase 2/2019 Between *************: 4 stone fell off. warranty repair 6/2023: full halo detached from setting. Sent in and they said it was due to defect and would be $1700 and if anyone else repairs it voids warranty. Have been unable to take to manager.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May ********* am writing to file a complaint against Vrai regarding the poor quality of their Fine Jewelery and their inadequate handling of warranty claims.I purchased a both a bracelet and a pair of huggies from Vrai, and they have failed to perform as expected. I have experienced the following issues with the product: excessively delicate chains, poor quality metals, damage incurred while using the products extremely gently, including but not limited to: removing jewelry when partaking in any type of labor intensive activity, cleaning jewelry periodically, removing jewelry while swimming and showering. I saw manufacturing defects very quickly, and within the first few months of wear. Time of report is irrelevant (delayed to due dying parent) given the explicit Lifetime Warranty promoted by Vrai. As per the lifetime warranty policy listed on their website, these issues should be covered by the warranty. However, when I reached out to Vrai to file a claim, they repeatedly mis-categorized the issues as caused by my care, which is explicitly not covered by the warranty.I find it unreasonable that Vrai is holding customers responsible for the product's quality issues and mis-categorizing them as customer care. It is clear that the product quality is unreasonably poor and the company is not fulfilling their obligation to their customers under the lifetime warranty. I will also mention I have had to return two other items within days of receiving due to immediate breakage in the chain. This is neither a unique nor isolated problem from the brand. They were able to take full responsibility for those items, reflecting that there are in fact quality issues from their manufacturing. I would appreciate a resolution to this matter as soon as possible. Thank you for your attention to this matter.*********,*********

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a 14k gold and diamond solitaire necklace from Vrai in 2016. Their jewelry comes with a lifetime guarantee. I was unable to wear the necklace due to a medical issue and only recently started wearing it. However, I soon noticed that the ring connecting the clasp to the rest of the necklace was opening, making it likely that the necklace could fall off and be lost. I contacted Vrai about getting this repaired under their lifetime warranty and was told that this defect is not covered under their warranty as the ring was intentionally not soldered closed for this style of necklace. Obviously, whether this was supposed to be soldered or not, it is defective as the ring opens by itself. Their response to me was to offer to charge me $50 in order to ship my necklace back and get it assessed, and that doesn't even cover the cost of the repair! Furthermore, they advised me that to repair this on my own would void the warranty. I don't mind paying for shipping, but $50 to ship and then to pay extra to repair something that should be covered under the the warranty is absurd.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order number ******** Date of order 03/22/2022 The expected ship date was 04/11. The vendor will not refund me or cancel the order even though the item has not shipped. I have requested numerous times to resolve this by cancelling my order and they will not. I will be out of town next week and therefore if they ship it, someone may take it off the porch. They are not being cooperative and will not respond to me.

  Business response

  07/06/2022

  Consumer Response /* (2000, 21, 2022/07/06) */ Please close case. Dispute has been resolved with unsatisfactory service.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered earring on 10/09, they ship it via UPS and it was supposed to arrive on 10/15. But it didn't, today is 10/18, it still didn't come and the tracking hasn't been updated since 10/15, UPS says the package is lost and the merchant need to open an investigation with them. But when I contact the business, they always tell me to wait. I just would like the refund, and it is totally a frustrating experience for me. The order number is *******.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/01) */ I am so sorry to hear your order has not arrived safely to you! I see one of our Customer Experience Specialists has been assisting you with a UPS investigation, and has responded to every inquiry of yours within one business day. As outlined via email, a UPS investigation can take up to 12 business days to close. As we are shipping fine jewelry, we're unable to process a refund or provide a replacement until the shipping courier has closed and resolved the claim. Our team is working diligently with UPS, and we will be in touch as soon as more information is provided. I am again very sorry to hear you have not received your order. Tracking details confirm the package was safely delivered to your address on 10/27. Please make sure to check with neighbors or a communal space, as packages can unfortunately be mis-delivered. We'll be in touch with an update shortly! Consumer Response /* (3000, 7, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer service is nice and they help me open the investigation with UPS. Now the claim is closed, it seems they report the refund on Wednesday, but I am still waiting for the email confirmation, they say that the fulfillment department hasn't processed it. Thank you, but it really takes long time.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩