Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fianc (*******************, under his name) and I took my engagement ring to get resized weeks ago. It was supposed to be ready 8/20/24. It was not ready and the last update I received was that the lady who resizes them is not answering but they ensured us that the ring is safe. I have called 30 times and no one is answering the phone for the ********** IL location. I went to the location and their gates were closed with people inside. I have tried getting ahold of someone through social media as well as email. Someone emailed me back finally saying they were going to get ahold of someone. I dont care that this company was bought out and theyre transitioning. You cannot have someones expensive ring and ghost them. Not only do I want my ring back, but I want a refund for the sizing charge. If my ring is lost Im expecting a replacement before my September wedding.

  Business response

  09/01/2024

  I am writing to address the recent complaint submitted by *************************/ ******************* regarding their experience with Clean Origin, and to provide some context on what occurred during their order process, as well as how we are handling the situation.

  Clean Origin was recently acquired by another company, and during this transition, we experienced some unexpected business disruptions. Unfortunately, the shipping of the customer's ring was delayed because our store was temporarily closed while changing ownership. Regrettably, this information was not effectively communicated to the customer, causing undue stress and confusion.

  
  We deeply regret the inconvenience this caused *************************/ **** Seger . The customer has since picked up her ring, and per her request, we are issuing a refund via check for the cost of the service. Our goal is to ensure that our customers feel valued and supported, even in challenging times like this.

  
  We appreciate your role in helping us maintain high standards of customer service, and we are committed to improving our communication processes to prevent similar issues in the future. If you need any further information or documentation regarding this matter, please feel free to reach out.
  Thank you for your attention to this issue.

  *****************, Director of **************** at **********************

  Business response

  09/11/2024

  This customer also reported this to the Ohio office - complaint number 22208511 

  Please see the response below.  The issue has been addressed - the customer received their ring and a refund for the repair, as requested.

   

  
  REsponse Submitted :
  
  
  Sent: 9/1/2024 12:15:16 PM
  
  
  From:
  *****************
  To:
  BBB of ************, Inc.
  Subject:
  Respond to Complaint
  
  
  I am writing to address the recent complaint submitted by *************************/ ******************* regarding their experience with Clean Origin, and to provide some context on what occurred during their order process, as well as how we are handling the situation.
  Clean Origin was recently acquired by another company, and during this transition, we experienced some unexpected business disruptions. Unfortunately, the shipping of the customer's ring was delayed because our store was temporarily closed while changing ownership. Regrettably, this information was not effectively communicated to the customer, causing undue stress and confusion.
  
  We deeply regret the inconvenience this caused *************************/ **** Seger . The customer has since picked up her ring, and per her request, we are issuing a refund via check for the cost of the service. Our goal is to ensure that our customers feel valued and supported, even in challenging times like this.
  
  We appreciate your role in helping us maintain high standards of customer service, and we are committed to improving our communication processes to prevent similar issues in the future. If you need any further information or documentation regarding this matter, please feel free to reach out.
  Thank you for your attention to this issue.
  *****************, Director of **************** at **********************

*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. ↩