ComplaintsforLittle Bear Ventures LLC

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please help me file a claim against Clean Origin, the online jewelry company from which my husband and I purchased a band, setting, and diamond. The product delivered was not as listed on their website—advertised as a 3.0 mm platinum band, priced at $1615.00, we instead received a much thinner 2.1mm band, set with our Clean Origin diamond. We wanted a wider band but were wowed by how the stone looked in the setting. Although we felt ripped-off because we received approximately 30% less precious metal than we ordered our wedding was less than a month away, and the company did not offer to provide the advertised 3.0 mm band as a replacement. They refunded $200.00 of the $3,738.62 total paid, with a weak apology for the “error” on their website. Clean Origin promises a Lifetime Manufacturing Warrantee, yet four months into our marriage, while teaching, I heard a ping and looked down to see the diamond disconnected from the band. The stone was still soundly held within the prongs of the setting - I had NOT hit any hard surfaces nor applied any damaging forces to my hand. We called Clean Origin requesting a return/refund., but were refused, citing the lapse of 100 day no questions-asked return window. They offered to inspect the broken ring. Prior to sending the pieces off, we consulted three independent, reputable jewelers. Upon examination, all three cited metal weakness/porosity issues, incomplete soldering and incorrect placement of the center /shank. None were willing to warrantee a repair. and warned that only new metal would reduce the risk of this happening again. We returned the ring to Clean Origin, suspecting that the jeweler responsible for the defect would also inspect it.. They claimed NO FAULT/DEFECT. I want a full refund for the full amount for the band ($1615.00 + tax, purchased 10-25-2022, order #********* charged to **** *****'s credit card ending in ****) Please help us make this right. Thank you, ***** ** *******

  Business response

  05/31/2023

  ********* *** ******** * ***** ****** *** ****** **** ******** *** *** ********* ******* *** **** **** ** *** **** ********* *** ************ ******** ** ******* ** ** **** **** *** ********** 
  
  My name is KIm, I am the Director of Customer Service at Clean Origin, I hope you are doing well.  I am responding to the above noted complaint filed by ***** *******.
  
  
  Clean Origin order number ***** was placed by **** ***** on October 24th 2022.  The product was delivered and signed for on November 21, 2022.
  
  
  Billing Information:
  **** *****
  *** *********** ** ********** ********* ***** ****** ****** ** **********
  
  
  Shipping Information:
  **** ******* *** ******** ***** ****** **** ****** ******** ***** *** ****** * ******** ***** ****** ****** ** **********
  
  
  Product Details: Perfect Fit Solitaire Ring with a 2.37 carat rd, brilliant diamond, * ***** ideal cut.
  
  
  ~ November 23, 2022 :  Customer reaches out via text message that the width of the band she received was approximately 1mm less than the size advertised on our site.  Customer service advocate apologizes for the error, vows that we will make it right.  Rather than accept this offer, the customer requests a 30% refund, then a 50% refund, on the setting. CX Advocate suggests that the customer put this request in writing.
  
  
  ~ December 4, 2022, Clean Origin receives an email from the customer requesting a 33% refund for the precious metal she did not receive.  Based on the information provided by the customer, we discover a typographical error on our site.  The ring that the customer purchased was advertised as 3.1 mm rather than 2.1 mm.± .2mm. We immediately acknowledge the error, and via email on December 5th, offer to provide the customer a full refund.( or exchange)   We also give the option for the customer to keep the ring, if she is happy with it, and provide a $200.00 refund for our error, as a good faith gesture.
  **  It is important to note that the gram weight of the precious metal was never in question ~ the price on the site was correct.  While we make every effort for our site to have accurate information, mistakes do happen, and we do our best to fairly remedy issues should they arise:
  
  
  Terms and Conditions -  See Product Availability and Pricing:
  *********************************************
  
  
  
  ~ December 9th 2022 - Customer does not respond to our message and we follow up via email. We receive a response that the customer will reach out when their anger subsides.
  
  
   ~ January 30th 2023 - Clean Origin receives an email from **** and ****, clearly upset.  Rather than respond via email, we call the customer to reach a resolution. The customer wanted a $500.00 refund.  We explained to the customer that we work on low margins, and we were not able to honor this request, however, we asked if there was anything less than that that they would accept.  Unfortunately, they did not respond to this inquiry. Rather, the customer advised that our company has a lot of money and we could offer more. (The customer had already received a $100.00 discount on the ring as well)  During this conversation, we again advised that they could still return the ring for a full refund, or complete an exchange ~ whatever they were most comfortable with.
  
  
  ~January 30, 2023 - $200.00 refund was provided to the customer's original form of payment.
  
  
  ~ April 30, 2023, **** reaches out via email to advise that the head of their ring became separated from the band.  We respond to the customer the same day and we offer to bring the ring in under our Lifetime Warranty, for an inspection. We waive the $50.00 deposit per the terms of the warranty, and upgrade the 2 day shipping to standard overnight shipping, both ways, no charge. 
  
  
  ~ May 1st 2023, Clean Origin expedites the processing of the paperwork, and all necessary documents are sent to the customer via email. 
  
  
  ~ May 3rd 2023 the customer's ring arrives in our office. The piece is sent to our head jeweler for inspection. The inspection reveals that the ring sustained trauma/force, causing the head to break from the shank.  The ring is found to be free from manufacturing defects ( ie: porosity)  and as such, it is determined that the repairs are not covered under the Lifetime Warranty.
  
  
  ******************************************************
  
  
  
  ~ May 4th, 2023 Clean Origin communicates the results of the inspection to the customer.  Although this is NOT a covered repair, we make an exception, and offer to repair the ring free of charge.  We also commit to expediting the repair to meet the customer's requested date of May 20th, for return of the ring. 
  
  
  ~ May 8th, 2023 Clean Origin spoke with **** who rejected the offer to have the ring repaired free of charge, and asked that the ring be returned to him in its current condition.  Per the customer's request the ring, and diamond were shipped back the same day, via standard overnight shipping. 
  
  
  Mr, *********, we truly made every effort to assist our customer and offer fair and timely solutions.  We regret that this has resulted in a complaint to the BBB. 
  
  
  Below are the links to the  customer's profiles which will provide you with all of the communications noted in this email. 
  
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  Mr. *********, please let me know if you have any questions. You can also contact me via phone, at ###-###-####.
  
  
  Thank you so much for your attention in this matter,  If you need anything else, please let me know.
  
  
  Kim

   

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