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Complaint Details
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Initial Complaint
02/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a sterling frame from this company and paid to have a date engraved on it. There was a typo made by the company on the engraving- I cannot do anything with this frame with the typo. I have been trying to contact the company for 3 weeks to return the item for refund or replacement. I have called customer service 3 times and am always told someone will be sending me a return shipping label within 24 hours. And I never hear from anyone.I have also tried emailing the company, sending a message through Instagram, and filling out a customer service form online. I cannot get anyone from the company to respond. Please help me get a refund or replacement.Business response
02/28/2024
Hello
We have tried to reach the customer by phone to resolve the issue. However, we have not been able to reach them. We have sent over an email to understand what is wrong with the frame and if there is an engraving error on our part we would definitely redo the frame for the customer. At this time, we are waiting to receive an image from the customer of what is wrong as we usually do not accept returns on engraved orders.
The issue has taken longer than usual on our behalf and is usually not the case. We respond and resolve all issues in 48 hours.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.