ComplaintsforLovebling

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 4th, my husband *************************** ************************** ordered a 10K yellow gold 2.5mm pave two-tone 18 inch chain necklace from Lovebling for $229.90 without tax, $242.89 with tax - Order #****. I ended up unable to wear the necklace and emailed Lovebling to return it, then asking if I could exchange it for a different one. After 9 days and multiple emails, they sent me a **** return label. On October 10th, I emailed asking for an update as to whether or not they had received the package so that we could proceed with the exchange. On October 13th, they instead emailed my husband stating that the package I had sent was empty. He forwarded me the email and asked them to continue corresponding with me as they stated they would be making a claim for the missing order. On November 14th, I called them asking for an update on our order status and spoke to "*******," who assured me that he would be attempting to figure out what had happened with the order claim and the "pending review from ******* I responded surprised that the claim for a **** package would be through ****** I have since emailed twice asking for updates (November 25 and December 2) and have not gotten any response. At this point, I am no longer seeking an upgrade exchange and would like a refund for the original purchase.

  Business response

  01/03/2023

  We had sent the claimant a **** return label for the chain they ordered from us so that they can upgrade the item. Upon receiving the package that they shipped the chain in, we found that it was empty inside. This raises two possibilities; the chain was never sent or the package was tampered with between when it was dropped off and when it was delivered to us. We filed a claim and notified the customer and the claim was never successfully resolved.

  Customer response

  01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The claim never being resolved on the other end is something that I was never informed of despite my continuing to ask for follow up. This also does not solve the issue at hand of my request for a refund.

  Business response

  06/05/2024

  We have received your message detailing the issues encountered with order #****. After reviewing the provided information, it appears there has been a breakdown in communication. We take these matters seriously, and we are committed to resolving issues promptly.
  
  In light of the issues raised, we understand the need for a thorough investigation into the details surrounding this case. As the incident occurred some time ago, we will launch an internal investigation to review our records. Additionally, we will reopen the case with **** to ascertain the status of the claim.
  
  As our company has grown, so too has the reliance on technology. We will need to review our archives and gather all relevant information pertaining to your message.
  
  Based on our current system records, an order was placed on September 4, 2022, at 8:18:11 AM, and it was successfully delivered and signed for on Thursday, September 8, 2022, at 12:09 PM, with tracking number: 9410811202557939152262.
  
  However, it is noted in our system that a return shipment with tracking number: ********************** was created on September 21, 2022, and returned empty, with no contents in the box.
  
  We appreciate your patience and cooperation as we investigate this matter further. Rest assured, we are committed to providing a resolution. If you have any additional information or concerns, please do not hesitate to reach out to us. 

  Customer response

  06/10/2024

   
  Complaint: 19325653
  
  I am rejecting this response because: the fact that nothing has been solved or done or even attempted to be rectified in YEARS now is absolutely unacceptable.
  
  Sincerely,
  
  *******************************

  Business response

  06/14/2024

  
  
  We understand and empathize with your frustration regarding this matter. However, we are unable to process a return or refund of any kind, as the product was never returned.
  
  Our company prides itself on delivering exceptional customer satisfaction. As previously communicated, we cannot support a return, exchange, or refund without the receiving the product.
  
  We regret that we are unable to assist you further in this matter.
  
  Sincerely,
  LoveBling

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