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Complaint Details
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Initial Complaint
08/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a name necklace and bracelet set from this company and only received the bracelet for my grandson. The company stated when placing the order, if purchasing real gold it will be sent out priority. I received the name bracelet but not the name necklace. I received a message on the invoice stating the necklace is shipped separately and will arrive soon. I’ve tried calling, getting no answer, sent several emails no response, texted message and tried getting on their chat and received no response as well. When I purchased them, I was never told it would be sent separately. When I searched my merchandise with my order number it has as if it was delivered with the name bracelet. I received no response on when I should receive the remaining of my order, in which I was told it would arrive soon after receiving the name bracelet and it has been over a month now.
Business response
08/09/2023
Subject: Resolution to Your Order Concern and Shipment Update
Dear ****** ********,
We hope this message finds you well. We sincerely apologize for the inconvenience you have experienced with your recent purchase of the name necklace and bracelet set from our company. We understand your frustration and are committed to addressing your concerns promptly.
Firstly, we want to express our gratitude for bringing this matter to our attention through your BBB complaint. Your feedback is invaluable to us as it helps us improve our services and ensure a seamless shopping experience for all our customers.
Upon reviewing your order history and the details you provided, we have identified the issue regarding the missing name necklace from your set. We deeply regret the confusion caused by the separate shipping of the necklace, which was unfortunately not adequately communicated during the purchase process. Please accept our sincere apologies for any inconvenience this may have caused.
To resolve this matter, we have taken immediate action. We understand the significance of your purchase and have upgraded your order to a 14K gold name necklace. We are pleased to inform you that a new name necklace has been shipped to you on August 9th, 2023, using the tracking number ******************************. This new shipment has been dispatched with the highest priority to ensure it reaches you in a timely manner.
We acknowledge the lapse in communication on our end and apologize for the lack of response to your calls, emails, texts, and chat messages. We are actively working to improve our customer service channels to ensure that situations like this do not recur in the future.
Once again, we deeply regret the inconvenience you have faced and appreciate your patience during this time. We are confident that you will receive your upgraded name necklace promptly and that it will meet your expectations.
Should you have any further questions or require additional assistance, please do not hesitate to reach out to our dedicated customer service team at ###-###-####. We are committed to ensuring that this situation is fully resolved to your satisfaction.
Thank you for choosing Juzan Jewelry for your jewelry needs. We value your business and are dedicated to providing you with the best possible shopping experience.
Warm regards,
***** ********
Customer Service Manager
Juzan Jewelry
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.