ComplaintsforStuller, Inc.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sent scrap gold to Stuller on 1/18/23. The package (USPS 9500112121363018434220) was received by Stuller on 1/23/23. I asked them for status on 1/27/23, and was told that they had received the package but could not find it. Since it has now been a week since the package was received by them, it seems most likely that the package/contents were stolen internally. However, they keep putting me off and saying "We're looking for it." The package contained 15 grams of 14k gold, for which I should have received about $550 credit. Can the BBB get Stuller's attention to resolve this problem? I certainly cannot. Best regards, ***** *******

  Business response

  01/31/2023

  Hello *****, 

  Thank you for reaching out to us to share your feedback. Our Customer Service Manager, *******, has worked on your requests to make sure they are taken care of. Your returned item has been received and the credit was issued today, January 31 through your original form of payment. Your clean scrap request was received and is currently being processed. You will receive an approval email with final results no later than tomorrow, February 1. Once you approve, we will process this clean scrap and issue the credit based on your requested form of payment. I have asked ******* to make sure that we stay in touch until all of your concerns are addressed.

  We pride ourselves on making seamless experiences for our customers, and unfortunately sometimes we don't meet this expectation. Please accept my apology on behalf of Stuller. We are sharing your feedback where necessary to improve this experience going forward. 

  Thank you again for allowing us to resolve this for you and we will be in communication with you at each step along the way. 

  Sincerely, 
  ****** ******** Executive Director of Customer Care

  Customer response

  02/01/2023

  
  Complaint: 18953237
  
  I am rejecting this response because:  The credit for the scrap gold has been issued.  The credit for the returned defective ring plus postage paid does not show up, although 2 days have passed since I was told it was done.
  
  Sincerely,
  
  ***** *******

  Business response

  02/06/2023

  Hello *****, 

  I hope this response finds you well. I know that you have been in communication with *******, but I wanted to make sure I follow up here as well. 

  I've attached the credit memos here for reference. These credits are returned in the original form of payment which was on your credit card. You will see two refunds to your credit card. We processed them on our side within the promised timeframe, however, it does take some time for your bank to accept the credit and apply them on their side. The balance of your account has been sent to you via check. Please let ******* or I know if you have any more questions. 

  Thank you, 

  ****** *******

  Customer response

  02/06/2023

  
  Complaint: 18953237
  
  I am rejecting this response because:  I will accept this response once I have received the promised check in the promised amount.
  
  Sincerely,
  
  ***** *******

  Business response

  02/09/2023

  We have received notification that the consumer has received her check. 

*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. ↩