ComplaintsforLa Francia Joyeria

• Initial Complaint

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11th 2021, I purchase a gold bracelet 14kt (Bracelet Cartier Style - SKU: I-*****, Order #**) at the online store for USD $845.30 (tax included).Unfortunately, after a few occasions of use, the bracelet got totally bent, which tells me either is not real gold or the way it was made lacks a minimum standard of quality.On November 7th I sent an email to ********************************** including pictures of the piece, and the answer was: "at the time of making the purchase we let the client know all the specifications of the piece. It is a 14kt gold piece inflated inside and for special use only. As a solution we could buy it and help you with another piece, and it would be at the price of scrap gold".On November 8th I expressed my unconformity with this solution and requested more details about the specifications mentioned as I never saw any specification on the online store nor in the invoice. I sent another follow-up email with the same request on November 9th, I haven't received any answer at the moment to send this communication. On November 17th I received an email from the store explaining the return policy, I replied explaining that my problem was not the return policy but the fact that I made a purchase in the online store with assuming a quality based on the information available on the site. However they gave me some advice after my purchase like "it is only for occasional usage" or that the bracelet is "inflated" therefore can be easily bent should be specified in the store. The lack of specifications of the product in the online store unfortunately misled me on the purchase of this product.I explained to the store that if they have all the specifications of the product in the online store they gave me only when I claimed the low quality, probably I wouldn't buy the product or choose another piece in their store.The lack of details about the features of the products in their online store is misleading buyers about the quality or usage guidance.

  Business response

  12/20/2021

  Hello *****, we apologize again and regret the incident that occurred with your purchase on March 11th.
  As a responsible company with more than 5 years in the market, we offer warranty covers in our products (warranty excludes any damage caused by costumers). As our customers satisfaction is our main priority, we responded to your claim offering a fair solution for both parties.
  We will either buy/take back your damaged product and give you the money or we can take it back (for less than the value of your damaged purchase) Also, we can give you a credit for another jewel in our store.
  All our jewelry includes guaranteed gold and have their quality standard. It does not mean that gold jewelry cannot be damaged if not used appropriately.
  We apologize if in our website you did not see the information you require but normally the information is placed as well as the type of gold and its weight. Additionally, we also offered personalized attention when we spoke with your wife and told her that all jewelry must have a care despite being gold, to which she responded that she understood and would soon buy a more solid one.
  We offer you again a fair solution for both parties since the jewel was damaged and it is not possible for us to cover the warranty in that state, but we can buy it or we can accept it for a higher amount and give you a credit on any other jewelry you like.
  We apologize for the inconvenience caused and the waiting time, for us the most important thing is that our customers feel comfortable and to provide a fair solution, we hope it is to your liking and we will be attentive to your comments.
  

  Customer response

  12/29/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, thanks for your answer, I appreciate it.
  Let me try to reply to each aspect of the answer as I need to ****** some clarifications related to inaccurate statements from your side:
  1.I agree on finding a fair solution for both parties, which I have been trying to reach since the beginning before looking for arbitrage.
  
  2.You said: "It does not mean that gold jewelry cannot be damaged if not used appropriately", "We will either buy/take back your damaged product and give you the money or we can take it back (for less than the value of your damaged purchase) Also, we can give you a credit for another jewel in our store.
  All our jewelry includes guaranteed gold and have their quality standard. It does not mean that gold jewelry cannot be damaged if not used appropriately", also you said "We apologize if in our website you did not see the information you require but normally the information is placed as well as the type of gold and its weight".
  
  To clarify, we didn't use the bracelet inappropriately; we used as an average person can use it; the problem was that the bracelet was too fragile due to the way it was manufactured, you said it is an "inflated" bracelet in one of the emails you sent to me previously when I contacted to complain, this was not specified anywhere in the online store.
  
  My complaint was exactly that, nowhere in the website specify anything about the product's features or any advice on how to use it. It only shows the type of gold (14k) and the weight. Do you consider that a regular consumer can make an informed decision with this information? There were no details at all about for example this is a bracelet only for "occasional use" or it is inflated not solid..., is this lack of details on purpose to mislead the shopping experience through the website? Is the lack of information about the product is intended to scam customers?, you mislead customers to buy something that is not what expected to apply then a "return/warranty policy" that put customer in disadvantage by buying back the product at a lower price?
  
  If I know all the specifications given to me after the my complaint, probably I would never buy this product.
  
  3.In regards: "Additionally, we also offered personalized attention when we spoke with your wife and told her that all jewelry must have a care despite being gold, to which she responded that she understood and would soon buy a more solid one".
  
  This statement is totally false, I bought this product to my wife from the website for a gift to her and she never contacted you at any time. I am not sure why you are saying this as it is a false statement at all. This makes me think that there are no legit good intentions on your side to solve the issue, and again trying to confuse BBB and derail their good intentions as mediators.
  
  4.Finally you are offering: "We offer you again a fair solution for both parties since the jewel was damaged and it is not possible for us to cover the warranty in that state, but we can buy it or we can accept it for a higher amount and give you a credit on any other jewelry you like"
  Again, I am willing to find a fair solution to both.
  Given all this unfortunate situation (including false statements on your side), I am expecting the full refund ($845.30) in the same credit card I used for this purchase. I am not interested on a credit in the store.
  Also I think part of the remediation should be that you put more details in the website for all your product to avoid any confusion for other customers in the future, and ensure consumers make a more informed purchasing decision.
  Thanks and I hope we can find a solution for this.

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