Allurez

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will return the merchandise and expect the stone to be returned to me along with a full refund for the ring upgrade. Once this is...

complete I will consider that this matter has been resolved.
Sincerely,
[redacted]

Hello, We are currently in process of exchanging the customers items with items we are custom making him at no extra expense.

Hello, We are working privately with the customer to resolve this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

   
 
 
In order for the Revdex.com to...

appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,We are sorry to hear that the customer did not like their custom ring.  The customer had previously contacted us asking for us to make alternations on one of our rings.  We were more than happy to make the customization for the ring and even give the customer the exact diamond that...

she had requested.  We had told the customer before they placed the order that the specific diamond that they requested did not come with a certificate, but with an appraisal which would be mailed separately.  The customer agreed to the information, and placed the order on our website, where they agreed that the ring would be non-refundable, as stated on the listing, and to our companies policies and procedures.After the customer received the ring, they said that there were no center prongs.  We did inquire with the jewelers about their claim.  The jewelers had informed us that if there were no prongs that the stones would not be able to be kept in place.  Also that the prong setting was a low prong setting, which most customers do prefer.  We did inform the customer of what the jewelers said and that we would be happy to change the prongs for them if they would like.  We were then off for the following day as it was stated on our website and also on our recording when you call our company.  We have since to hear from the customer except for this complaint.The appraisal was mailed out separately and if it was lost in the mail.  It is not our fault.We cannot refund the customer, but we do still offer to have the prongs changed for them.  The customer would need to email us, and let us know that this was their intention.

Hello, We were actually open at 8:30 AM yesterday and we received your ring.  You have even been in contact with Karen, via email, regarding the fact that we did receive your ring.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In fact, it is not clear. The issue here is that the business has provided conflicting information to the consumer. The ring is under the category of "Engagement Rings" in the title, which according to the company policy is refundable. The phrase "design your own engagement ring" is included in the description, which indicates that the ring is non-refundable.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I clearly stated that I am in no way interested in...

getting an appraisal from Allurez at this point. If Allurez chooses to send an appraisal via certified mail, I am in no way obligated to recieve and/or sign for it. My wishes for a refund are clearly stated, and a refund is the only resolution I am willing to accept. I am expecting a full refund of $99. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
If being more than attentive to my needs is never answering the phone when a customer calls... taking days to answer an email, then answering it with no info that was actually requested, if saying on here that I only have you 5 days when that was so not the case, then yes I agree. Once again.. I ordered the ring on Feb 13. Was told 10 to 14 days. A month later I did not have it, and asked you to cancel the order, since it was not even done yet. Nothing.  At 6 weeks, It showed up in an unmarked box at the WRONG address. You have the single worst customer service I have ever encountered. I may very well end up having to pay for this, though I would much rather just return the ring to you. But I will wait for a judge to tell me what to do. See you there.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] 
It appears that by "work with" you mean to make me buy another product than the one agreed upon. I do not understand why my money will not be refunded since the contract could not be completed and it was not my breach. You did not have the product, so I just want my money back. I do not want to purchase a different item, and I should not be forced to do so. There is no basis to continue to hold my money. All I want is my money returned and I am met with ardent refusal.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have DISPUTED this transaction with [redacted] Credit and the only solution is a FULL refund totaling $749.00 and no less.  This business has had the DEFECTIVE merchandise back since 04/**/2015 at 10:10 am EDT signed for...

by [redacted] tracking # [redacted] for which we paid $79.41 to get expedited delivery and still there is no refund?!  Since we did not agree to a replacement order at a much higher price point there has been no cooperation of any kind?!  The first DISPUTE/CLAIM [redacted] was declined by ALLUREZ for a full refund totaling $749.00?!  ALLUREZ has the merchandise and the money, we have nothing but aggravation in dealing with this business.  E-mails had been sent which were above board keeping ALLUREZ up dated and all they did was ignore them?!  The only reason [redacted] made any contact attempt was to try to get us to order a replacement item at a much higher price point and when we declined it has not resolved the matter but made it worse?!  We did not pay for DEFECTIVE merchandise but that is what we got from ALLUREZ on 04/**/2015 and still ALLUREZ has decline a full refund totaling $749.00.  There were no shipping costs.  Shipping was FREE and it is so stated on the ALLUREZ.com web site?![redacted] requested we CLOSE the DISPUTE/CLAIM [redacted] and we did so as we hoped it would help the situation but ALLUREZ has done nothing to get this resolved until weinitiated the DISPUTE [redacted] for the full promotional purchase price of $749.00-now they want to make nice-too late!!!!!!!  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Allurez,
Please stop being untruthful to your customersAllurez did not take the initiative to
notify me about anythingYour screen shot clearly showed after me waited
patiently for days(Order was placed on 6/**), with no knowledge of what's happening with my order, I
had to write an email to inquire about the order statusIf I didn't send that
email, Allurez would never have contacted me about the order
With your "no cancellation after hrs" policy, I can't
cancel or stop the order by the time you replied me
Notification needs to be within hrs if you have a no
cancellation after hrs policyAnd when you reply back to my email, it doesn't count as notifying your customer immediately.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company's (Allurez) statement intros case that they have "gone above and beyond to keep [redacted] as a satisfied customer..." is inaccurate.  The company in this case has steadfastly held to a position that refunds were not accepted after thirty (30) days for the order, not the final delivery of said items.  In this case as I explained to the company and the Revdex.com, the final items were received nearly 30 days for the original order and upon receipt and inspection were determined not to be satisfactory.  I promptly notified the company through it's several layers of representatives very close the expiration of the 30 days from order window, without a satisfactory response.  I was never offered a partial refund (refund minus a restocking fee) as is customary with some retailers.  I asked for consideration since the circumstances of the purchase and eventual delivery were not within a reasonable time.  Note I paid full price on or about December **, 2014 and contacted a company representative, [redacted] on the afternoon of January **, 2015 about the desire to return the items.  Note that the final pieces were not received until Monday afternoon January **, 2015.  While my issues with the pieces had been previously communicated via email, when the original delivery date of December **, 2104 was missed and other pieces were offered that were not what I had ordered.Finally, when I requested escalation of my appeal, I was given the first name only of a another company representative who was to call me however, did not.  This sequence of events led to my original filing of a complaint with the Revdex.com on January **, 2015.  As the Revdex.com has the details of my complaint and responses to inquiries, I will not detail them again here.As a customer, who would like to be treated with consideration over this series of events, I do not feel the company (Allurez) has gone above and beyond to keep me satisfied.Thank you for your consideration.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: In December of 2015, I attempted to order a ring that appears on their website as a normal ring and selected a 2 carat diamond to go with it. The website said the diamond was available. I called the very next day to confirm that the 2 carat center diamond was available. The company refused to answer me directly, at one point, the salesperson claimed the diamond I ordered was sold 5 minutes before I placed my order. I told them this was a lie. I wanted to cancel my order before any work was done that they could claim was unique or custom, as the order was just placed the night before. The salesperson assured me that I could cancel if I was not satisfied with the diamond replacement that they picked out. Every diamond offer was either smaller or not with a GIA certificate. I attempted to cancel the order, but the company was not taking my calls, so I called my credit card and cancelled the card. After cancelling the credit card, I agreed to consider their offers for a replacement diamond, but none were suitable. I eventually purchased an engagement ring from a different vendor. Then I received a letter from the credit card company declaring that I had no right to cancel the order because it was a custom ring, They are seeking the payment from the credit card company. I am continuing to dispute the charge. This company makes blatant false representations on their website and over the phone., including material omissions. In the materials they sent my credit card company, they represented the ring as 1.41 ct when the center stone alone was 2.0 carats. It is my opinion that there practices are criminal and any contract they claim exists is unconscionable. I simply want them to quit trying to bill me for a ring they never could fulfill and misrepresented on their website. I am also considering contacting the NY Attorney General Office to file a criminal complaint.Desired Settlement: Cease seeking payment on the cancelled item and no further contact.

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a diamond engagement ring online and when it was received, it was no where near the quality or rating that it supposedly had. Several independent jewelers have stated that it was not up to the standard advertised. Allurez has been contacted several times and they are refusing to refund.Desired Settlement: Immediate refund including shipping charges to return the product.

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will only accept a full refund. If this ring and diamond are any indication of your quality an "upgrade" will be unacceptable. This ring and stone are nothing like the images displayed on your website and and are a huge disappointment for what should be one of the happiest times in my life. I will be more than happy to return the ring immediately for a full refund.

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

Sincerely,

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

All future correspondence shall be made through my attorney or credit card company representative.

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

Sincerely,

Review: I ordered a diamond engagement ring in June 2015. After it arrived I questioned whether it was the spec I ordered and the diamond certification suggested it wasn't the one I ordered.

Allurez said they sent wrong certificate and return to exchange for correct one. Returned it but then they told me there was no certification for the diamond I ordered even though it was advertised as having a full EGL certification.

This took months as they seem to take weeks to respond to every email. They the. Suggested I return the ring as I wasn't happy and offered the potential of upgrade or refund. I paid £122 to return the ring on promise that it would be refunded.

Month later still no confirmation so contacted again to be told I could only have a 60% refund. Alternately I could have an unspecified upgrade of centre stone. Questioned details but they don't answer.

Very clearly asked for full refund on multiple occasions which they ignore.

Have again asked for full refund.

They just ignore me and continually try to offer other unspecified things that just drag out the process. It is now 6 months since I ordered the ring and I am now down £1800 for the ring, £260 for the import duty for the uk, plus the £122 cost to return the ring.

What can I do as they just don't seem to care.Desired Settlement: I would like a full refund as I have no trust in this company and just don't believe a word they say.

Business

Response:

Hello, We would love to make you one of our thousands of satisfied customers. Please email us at [redacted]. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have been emailing your service team for over 6 months now and all they do is stall and ignore my requests for a refund. Every time I send an email I have to wait for anything up to 2 weeks for a response and often have to chase them up. I clearly state my issues and they simply ignore them and do everything they can to avoid giving a refund as they failed to provide the goods ordered as advertised. I have made this complaint as I have spent months getting nowhere with the customer service team

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Once again you send a generic " we want to help" response but in the meantime you again ignore the emails I have sent to your customer service team. Try actually listening to me rather than covering your ae with a quick meaningless platitude. I have made it very clear in the last four or more emails I have sent you- I want a full refund as you have failed to deliver the item I ordered as advertised. Please start listening to me and make the refund.

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

Sincerely,

Business

Response:

Hello, We are working with the customer privately. Thank you

Review: I ordered a ring online with this company. The website said free 2-day shipping at checkout and I needed the item in 3 days so I figured that time frame would work. When I completed the transaction I get an email that says allow 5-7 days to process your order. That obviously wasn't going to work for my time frame so I emailed the company customer support to cancel my order immediately. They asked why and I advised the delivery time was too late. The very next day they charged my credit card for the purchase and would no longer respond to my emails.Desired Settlement: Refund

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I rejected because their website DOES NOT state shipping takes 5-7 days. I included screenshot of the shopping cart to prove it. I'll review my account for the actual refund however.

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

Sincerely,

Review: I bought a nice diamond ring from them or at least it looked nice on the website... I recently bought it as an Mother's Day gift, I didn't receive it on Mother's Day but that wasn't a problem. The problem was when I opened my box, it wasn't what I ordered! I contacted them right away. I've seen all the great reviews concerning their costumer service but when I called they were very rude to me. The main thing that happened was calling them and they would say "hello? I can't hear you." and end the phone call right away. After

several days of trying to contact them and numerous emails/phone calls later, they finally responded and told me they can exchange my item. I was glad but annoyed because when I told them the ring that I wanted to exchange, they only ignored me. It' so disappointing and I've reached the point where I'm sick and tired of contacting them again and only get rude and annoying comments. One last thing, when I bought the diamond ring I did not receive any official [redacted].Desired Settlement: I would like a full refund on the item that I bought.

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

My review is not fake. After I posted my review, Allurez contacted me by phone and told me to delete all my negative reviews and then contact them to negotiate on this issue. This is unfair because everything I've posted is true and honest.

Business

Response:

Business Requested Response to Not be Published.

Review: We ordered a custom wedding band with Allurez, The design is of alternating white diamonds and canary diamonds SI Clarity and G-H color in palladium. The quoted price: $1650. The customized design is based on another of Allurez's stock design in which all stones are canary diamonds - so we basically substituted 3 of the canary diamonds for 3 white diamonds.

We placed the order on Nov [redacted] and did not get it until around Christmas time, despite promises on 12/** that it will be shipped in the next few days. We had to send another email on 12/** to check for its whereabout. However, this is something we can overlook.

During that 6 weeks or so of waiting for the ring, we contacted customer service by email (12/*) and phone several times to remind them to remember to include an appraisal report with the ring, as they promised they would (this promise was made before we placed the order, on the phone and in email on 11/**, which we have). When the ring finally came, there was no appraisal report. We called, and each time, customer service rep was very friendly and said it was on its way. We waited several weeks but received nothing. On 1/** (or 1/**, can't remember exact date), I called and a service rep (again, very friendly) promise to look into it and that she would email me by the end of the day to follow up. I did not get any email, so I called again on 1/**, spoke to the same rep, she was very honest and informed me that she checked with the [redacted] and the appraisal report seemed to be lost, and they are working on sending another one. This seems odd. How can they send a new appraisal report for a ring they no longer have?

This whole ordeal of trying to get a simple report (but unsuccessfully) got us worried, so we took our ring to an independent appraiser, Gemological Appraisal Laboratory of America, on 1/**. The report we got from GEM lab was disappointing: stones' clarity range was SI2 to I1, whereas the spec from Allurez was SI Clarity at the minimum. Also, the 4 yellow diamonds were color treated. Nowhere on Allurez's website mentions "color treated" in any of their rings that have yellow canary diamonds. We find this to be rather misleading. GEM lab appraiser advised me the "at-cost" value of the ring is somewhere between $800-$900, with maximum retail value (at a big stretch) of $1495.

We contacted Allurez on email immediately that same day (1/**), only to be told that other appraisers cannot be trusted because "Most jewelers down grade other jewelers work with the hopes that you will return the item and purchase from them". They promised again to send their own report to prove the ring's value. We informed them that we went to a lab, not another retailer, for the appraisal. They then told us they don't do refund because it is a customized order. We wrote back (1/**/15) to state that we understood this, that we did not ask for a full refund. We would appreciate a partial refund to more accurately reflect the inferior product quality vs. the advertised quality. We also asked in our email to Allurez that we be notified as soon as they mail their version of the report. They have since ignored our follow-up email and we still have not received their version of the appraisal report either.Desired Settlement: We do not want or need a full refund, as we did receive a ring. However, we want a partial refund so that the price we paid more accurately reflects the inferior product quality vs. the advertised quality. Also, Allurez needs to specify "color treated" where applicable on their product description so customers can make an informed decision when buying from the site.

Thank you for any help you can provide on this!

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The Business contacted us after we submitted the case, and we exchanged several emails (please see attached, oldest email on top, latest on the bottom) - our last response to them was on 3/* and they have ignored it since then. Essentially, they will not give us the partial refund UNLESS we delete the case with Revdex.com so other potential customers cannot see it. We don't think this is an honest thing to do, we want other customers to be aware of the false advertising Allurez engages in, and we also do not trust them to honor their end after we delete it. They have gave us no reason to trust that they are honest and responsible. Thank you Revdex.com for your help.]

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

Sincerely,

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,