ComplaintsforJord
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Complaint Details
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Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
11/22/22 purchased a harper black marble and walnut watch 11/23/22 watch received 11/23/22 opened watch and saw a small shatter in the inside crystal 11/25/22 emailed them at **************** to request an exchange 11/23-11/25 called the company number *** *** **** numerous times but only email could be left. 11/28/22 requested a RMA to return watch 11/28/22 Automated response that a request for a watch repair had been received 11/28/22 email sent to *************** indicating that I wanted an exchange not a repair The automated email om 11/28 was the only response received This is a christmas gift and all I am asking is an exchange or refund.Business response
12/06/2022
The initial complaint was emailed to us on Friday, November 25th. We were closed on this day to allow our employees to spend time with their loved ones over the holiday. We are also closed on weekends. An RMA form was then submitted on Monday, November 28th. Due to the large volume of orders, emails, and RMA requests we receive during our holiday sales, we are not always able to immediately respond. A response was sent to the customer 2 days later on Wednesday, November 30th requesting images of the watch in question. Our request was answered that same evening, and we then responded with our exchange instructions 2 business days later on Friday, December 2nd. Our most recent correspondence was today, December 6th, informing the customer that we would not be providing a return label for the watch. All responses through our RMA channel have been responded to within 2 business days, and we are currently in the process of providing an exchange for the product as requested.
Initial Complaint
09/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned two items to this seller and never received my refund.Business response
09/16/2022
This was the result of human error while processing the return on her order. We never received any correspondence from the customer informing us that the refund had not gone through properly. We've now emailed her to confirm that the order was not already charged back through ****** ***, and once we have that information, we will issue a full refund to the account that she had paid with.Initial Complaint
05/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is the email I have sent to JORD company 6 times and sent through their online chat as well. I have attempted to contact you several times about my watch through your online help form. Could someone please give me a call or respond by email. My email: **************** I would like my watch repaired before my warranty runs out or replaced. I need the *** number. It's says I have an ********. Do you provide a *** number so I can put it on the package to be sent back for repair. Order number JWA-************ order date: June 18, 2021.Thank you,***************************** ************ **************** My time is running out. This business has not responded to any of my notifications.Business response
06/02/2022
Hello,
We have responded to ***************************** with in ****************************************************************************************************** her warranty. Please see the attached photo for the emailed time stamps of her inquiry and our response to her request.
Please let us know if there are any questions or issues.
Thank you,
SaraCustomer response
06/02/2022
Complaint: 17284457
I am rejecting this response because: My first contact about the *** number was May 21, 2022 by email. I can attach the correspondence. I have not yet received the *** number and instructions. When I receive the *** number I should be able to approve.
Sincerely,
*****************************Business response
06/07/2022
The RMA was received by the customer and **************** has received the watch back in our facility to repair.
Thank you.Customer response
06/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.