ComplaintsforLocal Eclectic

• Initial Complaint

  10/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a Ring 4 Elements at Local Eclectic 9 months Ago one of the Stones fell off I am Contacting Local Eclectic by Email and text Message to see if they can Repair it or Refund me because their Jewelry is Life time Guaranteed They are Refusing to Respond to my Email or Texts

  Business response

  10/26/2023

  Hi *******,

  We're so sorry to hear about your ring losing a stone and are happy to assist you with a return for replacement or store credit in the amount paid.

  I'm sorry for the delay in getting back to you. I responded to your messages this morning requesting some more details in order to assist you with the replacement. Please check for an email from ********************************** sent to your email address ending in icloud.com.
  
  I just responded to your text messages as well - apologies as that is not a channel that we can provide customer support on.
  
  Looking forward to hearing from you!

  Maura 

   

  Customer response

  10/28/2023

   
  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

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a $400 necklace that is beautiful, but the connector clasp broke the second time putting it on without any pulling at it. Would this have happened while the necklace was on, I'd be out a $400 necklace. I emailed letting them know of the quality issue. I was told that they could process a refund if I'd like to return. I replied I still like the necklace and would like to order another. The agent stated that he could not guarantee the next one would not break. I stated that I'd like to keep this necklace at a discounted price due to the quality concern. Communication has been very slow. Starting with one email per day. Now it's been 3 business days with no reply. I feel that I was robbed of $400 and the company has blatantly said in an email that they cannot stand behind the quality of their pieces.

  Business response

  10/17/2022

  Hi there. We deeply sympathize with the customer's experience and we did our best to resolve the issue as quickly as possible within our standard policies. Customer was told of our standard policy and was not happy with that. Even stating the reasons why. We then offered another option (outside of standard policy) by refunding partial credit and the customer seemed okay with that option, despite it void any warranty on the item. Customer sent in multiple requests which cause her ticket to get pushed down in the queue and we provided that information. There was no fowl play or ill intent; screenshots of conversation to show timeline and process of conversation. Please reach out with any additional information or questions. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This complain is regarding order #******. I have reached out to Local Eclectic twice using their contact me function on their website with no reply or proposed resolution. The first attempt at contact was July 26, 2022, the second was August 14, 2022. The below message was provided to the company. They offer no phone number on their website to try to call. The necklace is part of their fine jewelry collection. We're absolutely willing to provide them back the broken item and are very surprised we have received no response. I purchased the Solid Gold Diamond Arc Necklace for my wife for Valentine's *** this year. In July, the necklace snapped in the middle of the chain quite randomly. It luckily caught onto her hair but when we went to get it out, it snapped again in another spot, which we found to be incredibly odd. I'm wondering if you guys provide any warranties on the jewelry and if it's possible to get a replacement. I have to say, I haven't experienced something like this before with items this young. We kept the piece and we have pictures as well if needed. Looking forward to hearing back.

  Business response

  08/17/2022

  *************** *************************** reached out to customer service on 7/25 and received a response on 7/26 with steps on how to process a return. ******** must've not received reply because they reached out again on 8/14. ******** service agent responded with previous message (indicating we did response to original inquiry and next steps) on 8/15. ******** service agent re-provided return steps along with requesting picture proof of the damage.
  
  Resolution: Since the original item is currently out of stock, we recommend customer process a return for store credit to use on another item or purchase the necklace again in the future (expected restock date by early October). ********'s return has already been initiated with a return code and steps email to contact email. 

  Should the customer still have questions they can reach out via email or contact by phone number at ************. Please reach out with any other questions or concerns. 

   

  Warm Regards, 

  *********

  Operations Manager

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased jewelry from this online store. I spent $119.00 Their return policy states I have 90 days to return and get a credit. I tried to return my item, they were supposed to send an email with a QR code for a free return. I gave them my order number and they are supposed to email me a code. I did not receive that email. I have sent three emails asking for help and they just do not respond, there is no phone number to call or person to talk to.. ****** is the order number, it was received on Feb. 8, 2022. I would like to get my store credit and a return code so I can return the items.

  Business response

  03/09/2022

  Customer ********************* submitted a request for return on 2/25/2022 and was replied to on the same day with the Happy Returns link. The return was actually initiated via the link on March 3rd. Customer should have received a confirmation email that day with instructions and the return code. That same day, March 3rd, the customer submitted this ******************** inquiry as well as sent us an email about this issue. Our customer experience team replied within 45 minutes by providing the return code again. March 4th, customer resubmitted inquiry via contact form and customer service replied same day with the code and instructions. Our Sr. ********** Manager also sent a follow up email with next steps. 

   

  Customer has been provided the return code and instructions for return of the product. Once we receive the products in house, the store credit will be processed. Please do not hesitate to reach out if there are any additional questions. 

   

  Please see attachments for validation of communication. 

*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. ↩