ComplaintsforPrime Style LLC

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order paced April 12,2024. Supposed to ship in 3 to 5 business days. After being told it was shipping multiple different times, I filed a dispute with my credit card company on April 28. I got a phone call from *****, who told me if I cancelled the dispute, they would send out the bracelet immediately. Like a fool, on April 29 I dropped the dispute, said it was resolved. I forwarded a copy of that notice to Primestyle. The next excuse I got was that everything goes through Shopify and they wouldnt release the funds to Primestyle. I contacted Shopify and they told me to deal with the vendor. I am now going through my bank credit card again, but this time they wont return my funds to my credit card until they hear from Primestyle. The give them a lengthy amount of time to respond. Meanwhile, I have a large charge on my credit card but Primestyle says they never received the money. They also told me they filed a chargeback to my credit card on May 7. Obviously they did not. At this point, I just want my money back and move on from this nightmare.

  

  Business response

  05/29/2024

  The customer initiated a chargeback and later claimed that she canceled it. She sent us proof from the bank confirming the cancellation. However, since Shopify had already started the chargeback process, we were unable to stop it and therefore accepted the chargeback. Consequently, the funds should have been returned to the customer.
  To address the customer's concern that the money has not been returned to her account, I offered to speak directly with her bank. Additionally, I suggested arranging a conference call involving the customer, her bank, and myself for further clarification.
  I also contacted Shopify, our merchant account provider, and they provided the following response: "Chargeback information can be seen through the order number. I looked into it and see no additional information that could be provided to the bank, especially since the chargeback case was accepted. Most importantly, Shopify does not hold the chargeback funds. Once the customer files a chargeback, the money goes back to their bank account."
  Attached is the proof showing that we accepted the chargeback and that the funds were deducted from our account.

  Customer response

  05/30/2024

  There was a three way conversation between ***** from PrimeStyle, a chase bank agent and myself this morning.  The result was that I should receive a refund from PrimeStyle within 15 days.  IF this happens, I will be satisfied. 

  

  Business response

  06/03/2024

  We spoke with the customer and the bank over the phone and the bank explained to the customer that due to the fact that they initiated the charge back we need to wait for the money to be received by the bank which should be done in the date that was specified over the phone

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/05/2024. Purchased a pair of 14k gold earrings that tarnished within 2 wks of having .

  

  Business response

  02/27/2024

  Based on my understanding, it appears that you have already been sent the instructions for returning the item. Could you please confirm if you have received them?

  Customer response

  02/28/2024

   

  yes I received the instructions on returning the package and it should be delivered on 02/29/2024 .

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this formal complaint against PrimeStyle.com, underlining deceptive practices, product misrepresentation, and unresponsive customer service concerning my Order #***** for a 14KT White **** Diamond Wedding Band. My distressing experience has unveiled a pattern of unethical behavior, as corroborated by numerous negative reviews on Better Business Bureau and other review platforms, reflecting a commonality in the issues encountered.Below are the documented chronological events surrounding my order, along with an additional insight into a recurring pattern of consumer dissatisfaction:Purchase and Receipt:Purchase Date: July 27, 2023 Receipt of Merchandise: August 8, 2023 Discrepancy and Initial Contact:Date of First Email: August 22, 2023, detailing the discrepancies in diamond quality and white gold coating as opposed to the advertised specifications.Follow-up Attempts and Refund Process:Call Attempts: Unsuccessful attempts to reach customer service, with explanations of store closure and subsequent hang-ups.Follow-Up Email: September 7, 2023, to reiterate my refund request, with no response.Refund Form Receipt: September 7, 2023, filled and returned promptly.Refund Denial: September 17, 2023, without a satisfactory explanation.

  

  Business response

  10/03/2023

  We have been communicating through email and attempted to call you twice. We always respond to customer inquiries, and our initial response stated that you were outside the 30-day period. We wanted to understand what happened, so when you mentioned that you tried to contact us earlier, we asked for more details about when you reached out to us. Regardless, returning the item is not a problem. Please follow the instructions below:
  

   

  PLEASE NOTE! Items that have been worn, resized, engraved, altered or damaged in any way will not be accepted (refer to our return policy).To return your item please follow these instructions:
  1. Ship the item and the invoice (packing list) to:
  Prime Style LLC
  Returns Department
  *********************************************************************
  *It is a MUST to include the unit number on your label otherwise package would be rejected or lost.
  2. It is required that you insure the shipment
  3. On the outside of the package/envelope write down the following: "RMA: REF-order_id" - It is very important that the **** is visible, otherwise the shipment will not be accepted.** 
  Please Note **At this time, we are unable to accept returns via **** Please ensure you use alternative shipping services for prompt processing of your return.

  Customer response

  10/12/2023

   
  Complaint: 20678710
  
  I am rejecting this response because:

  I am writing to firmly reject your recent response regarding my order #*****, which lacked any concrete assurance or commitment to rectifying the situation.
  The item related to the order was confirmed delivered to your address on October 10, 2023, at 9:53 AM. Despite this clear delivery acknowledgment, I have yet to receive any communication or confirmation from PrimeStyle. This continued silence only accentuates the initial grievances regarding deceptive practices, product misrepresentation, and unresponsive customer service.
  It is imperative that you provide immediate confirmation of the item's receipt and outline the subsequent steps you intend to take to address this issue. I demand a full refund, inclusive of the product cost and the additional shipping fee of $36.34.
  I must stress the gravity of this situation. Your continued lack of response and inaction pushes me closer to pursuing a legal course, which will inevitably entail claiming not only my rightful refund but also compensation for associated legal costs and attorney fees.
  It is in the best interest of both parties to swiftly and amicably resolve this matter. I expect a prompt and concrete response within the next 48 hours.
  
  Sincerely,
  
  *************************

  

  Business response

  10/16/2023

  We have inspected the returned item and issued a full refund.

  Customer response

  10/19/2023

   
  Complaint: 20678710
  
  I am rejecting this response because: I have yet received a refund. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/25/2023

  A refund was issued to the customer on October 17th, and they were informed about it on the same day. See a screenshot of the posting of the refund on our admin: A refund was issued to the customer on October 17th, and they were informed about it on the same day.

  

  Business response

  10/27/2023

  I'm wondering why the customer is saying they haven't received the refund, even though I provided evidence that they did receive it. It seems pretty obvious that they got their money back, so I'm confused about the situation. Can you shed some light on this?

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I copied these words from primestyle.com website as their advertised Return Policy: "We offer a 30 day return policy. 100% satisfaction guaranteed. In order to process a return, simply contact our *************************** at ************ FREE to receive a Return Merchandise Authorization (***) number. " When I contacted the customer service via email after my order came they did not reply so I contacted them via their "chat" and submitted the refund request form on their website. I emailed customer service as well so that I would have documentation on the requests. I requested the refund the day after receiving the item and was told that someone from their ""return department" had to contact me and provide the *** number; I received a call from the manager the next evening asking questions and wanting to customize a ring for me or sale me other merchandise. After the call I email and sent another request for the return mailing address *** return information. Date of purchase was Sept 17th; I received the item October 4th. They stopped communicating with me on Oct 6th. I packaged and returned the item to the address that it had been mailed to me from Primestyle *********** ****************************************************************. Not providing the needed information for the return directly contradicts what they have advertised. To date they still have not provided the information for me to have sent the item back and they will likely not refund my money.

  

  Business response

  10/26/2022

  Your product was received, and it was received within the 30 days, so you are eligible for refund.
  Your refund process is almost complete and should be posted to your account by no later than tomorrow.

  Customer response

  10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 14KT White Gold / 5.00CT Total / I-J / VS2-SI1 infinity band from this vendor in January. Prior to making this purchase, I communicated with Primestyle to ensure that the ring would match/ be compatible with the same ring I purchased from them on 10/15/2019. Primestyle customer service confirmed to me in writing that the ring would, in fact, match and be compatible. Once the ring was received, it did not match and is not compatible. I spoke with *****, of Primestyle customer service, who offered to reduce the quality of the new purchase to match the old ring, at no price to me, or for me to pay $600+ to make the old ring match. This means that I would provide Primestyle with a new ring that was just purchased in January so that they can reduce the quality, and provide me with lesser diamonds from what I paid, without any reimbursement. This is unethical and unfortunate, considering I’ve purchased many items from Primestyle over the years. I asked ***** to escalate my concerns within Primestyle, but he apparently did not.

  

  Business response

  03/16/2022

  We communicated with the customer and explain to him that the quality of the original item purchased few years ago is currently not available. However since the customer expressed his frustration which is understandable since the two rings were not matching, I offered him to send back the two items and to match the quality did the older ring. I didn't discuss any pricing with him because I needed to make sure that we do have the quality of the diamonds in stock. If I do have them then with the price will be adjusted based on the current diamond prices. We also offered the customer to upgrade these older ring to the better quality and doing all of that for a discounted price but we didn't hear back from him. I will also reach out to the customer over the phone and try to have it resolved with him directly since apparently there are a lot of misunderstandings here.

  Customer response

  03/22/2022

  
  Complaint: 16860723
  
  I am rejecting this response because:

  Please see initial complaint and phone number listed with the account : 7245131688

  
  Sincerely,
  
  ****** ******

  

  Business response

  03/23/2022

  I tried to call today 3 times and left messages. Please contact us at 888.532.9440 and ask to speak with *****.  Alternatively please provide the best time to call you

*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. ↩