Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there. I need help getting my $2,200 cash or getting my purse that was shipped to WPDIAMONDS. I sold my bag and shipped it using their prepaid shipping label. ***** Tracking: ************ indicates that the package was delivered 20 days ago. Delivered on Sept 29. **** from WPDIAMONDS mentions that the package was not delivered and promises the problem will be resolved with the carrier. **** told me that ***** lost my package. I contacted ***** who said the package was successfully delivered. I was told by **** that the insurance would work, but I have not received a resolution. I need my earnings or my purse. ****, please help me get my money. I tried to call you, but I was unable to reach you. Need help.

  

  Business Response

  Date: 10/20/2022

  Unfortunately, ***** delivered the package to the wrong address (the 6th floor of our building, rather than our 11th floor).  We contacted the company on the 6th floor, but they stated that they did not receive it.  As such, we opened up a claim with our shipping company (*******************) and they are investigating with *****.  We advised the client of this as soon as it happened and have been in contact with him almost every day since.  Indeed, we have an email chain of 16 emails (the latest of which was just yesterday) from WPDiamonds to the customer explaining the situation and the process going forward.  The latest several emails were to try to get the customer on the phone as he has been unresponsive with regard to the investigator's questions about the package (how it was boxed, size of box, etc.), so ***** can try to find it (identify it) in their system.  However, we have been unable to get a written response to the questions or indeed get the customer to speak by phone.  Regardless, ******************* and ***** continue to investigate the claim. Once it has been successfully concluded the customer will be paid out the insurance monies.  We have been very clear on this since the package first went missing.  We do not pay out insurance claims in advance of the investigation being concluded, as they are sometimes refused due to fraud.Tell us why here...

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Thanks for you reply. Your communication is satisfactory. ****, I think you're the greatest, you tried to help me. I trusted you when you said the package went to the wrong address. I don't know why ***** delivered at the wrong address as the package was shipped with your secure shipping label. I told you before how it was packaged, the size, and so on. We had an excellent communication via email and I am fully satisfied. Also, as I said, I tried to reach you over the phone, but I couldn't reach you. I need your help and I hope you will help me because my package was delivered 22 days ago, I lost my bag and I didn't get a payment.
  Thank you *********

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 11/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I already explained that proof of identity is sensitvive information and I can't share it. I've already described package details and make you know. I lost my bag and didn't receive my payment, if ***** delivered it to the wrong location, it's not my fault. You should initiate an investigation with *****. The label is your own, so you can open the claim and get a refund. 

  I want my purse or my payout. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 03/09/2023

  Unfortunately, ** ****** ***** claim was rejected for fraud.  There were too many red flags with the case to *****, an additional one of which is his refusal to provide ID for the payment.  We are not allowed BY LAW to make payments to any customer that will not or cannot provide a photo ID.  This information is required by the "Know Your Customer" regulations within the Anti-Money Laundering Act of 2020.  

   

  WPD