Customer purchased a designer piece by [redacted] on 2/18/ She had visited our Warwick store multiple times to view the piece and make offers for the best price Our selling price was $23,and customer purchased for $16, The customer since has made multiple attempts to receive a further discount off the price including forwarding information from other auction houses, claiming the emerald was cracked, and submitting appraisals stating the carat information we supplied was incorrect Our Warwick store manager has spoken with customer on 3/3/10, and 3/ During each interaction with the customer we have offered a full refund on the necklace if she would like to return We have reviewed the appraisals and offered a price concession of $due to the difference in total carat weight of the item (which was minimal) We will not at this time offer any additional consideration- she may take the $concession or return the piece for a full refund
We apologize for any perceived delay in processing this return We advise all of our customers that returns may take up to weeks to process once received to our warehouse The return was processed on 10/in the amount of $ We have verified that the credit has processed and has been forwarded to her bank for crediting We have also removed her name from our mailing list as requested We apologize for any inconvenience and hope this resolves the customer's concerns
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below This is totally passive aggressive **I never spoke to anyone on the phone like you saidNever heard back from anyone via email, which is how I contacted customer serviceI never asked for a full refundI said my order was missing an item, one that I already paid for, per the photo I attachedI said I wanted the missing itemIF you weren't going to send the missing item that I already paid for, THEN I would want a full refundI said several items are of an inferior quality, as in pure junkYour response? Passive aggressive **I want the missing itemLook at the invoice I attached and you can clearly see which item is missingSend it asapThank youAs for the refundThanksI didn't ask for it but I'll take itThe junk jewelry? Since I had no idea you were planning on playing the refund you didn't ask for game, I already donated it to a women's shelter nearbyThey have lots of kids and I'm sure they'll appreciate the junk jewelry you sentThank you Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Thank you for the refundWe never spoke to ANYONE at Ross SimonsThe missing piece is Item # [redacted] SET SS; Description SS SET/SQ MULTI SEMI PREC W/FWP DANGLE EARAll the other pieces have a number under the wholesale price category except this oneIt is blankNo number there like all the othersSo whoever packed it knew there was an item missing and yet no one ever wrote to me, emailed me or even gave me a courtesy call to tell me the piece is arriving in a separate shipmentIt's on me, the customer, to TRY to get what I already paid for out of Ross SimonsNow they LIE and tell me they spoke with meNOT TRUEThere are spots on one of the stones in one set of earringsThat was not in the photo or description of that itemWhy? because no one wants to buy inferior stonesThe dull green in another piece was already mentionedAnd the lightweight necklaceRather than send everything back, just send the missing item asapThank youI WOULD LIKE THE MISSING ITEM SENT TO ME ASAP Regards, [redacted] ***
Again we apologize that the quality of the items is not what you expected. We photograph a sample of the items when they arrive to post on our website or in our catalogs. As the stones used are natural, there may be variations in color and clarity from the sample we photographed. We do strive to quality check our items to ensure that what we are sending are a good representation of the item. As per your 1st request we have posted credit back to your form of payment in full for the items. At this time we cannot cancel the credit. If you wish to keep the items or exchange them, we would need to recharge your card for the merchandise. In regards to the missing item, you are referencing a set of three earrings. Our invoice would show a listing of the component items that make up that set. We currently have two of the earrings in stock, the 3rd pair is now on backorder until mid-November. Please let us know if you did not receive the whole set or just a portion of the set. Please note, this item has also been credited in full. We would like to resolve this issue for you in a fair and equitable manner. Please let us know how you would like to proceed.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
If to be exact it's stones Each independent gemologist I showed this necklace calculate same amount of diamonds exempt yourWhich make me think that it's done attentionaly , because it's increasing price of the necklace price and bring you high profit ( direct froud). And last one , mistake of Ct out of it's 33% of total amount of the diamonds, your gemologist have accreditation? If yes than Your argument bring you to the point it's make no sense .How you calculate compensation of 320$ , is this market value of the diamonds, let me buy from you 320$for a Ct . Market avaluation 3200$ you own me
Regards,
*** ***
We do apologize for the error in the RScatalogHowever, the description and correct pricing pertaining to the necklace are shown on the same page as the incorrect feature info, see 52DOn page of the catalog we do have a disclaimer regarding errors"We strive to avoid errors in pricing and
product informationIf a mistake does occur, we reserve the right to correct it.” Again, we apologize for the error
We have been working with the mailing house to ensure that the customer is removed. We have confirmed that they have removed him from future mailings. We do however have April catalogs currently at the printer. This is more catalogs that are flagged to be mailed. We are reaching out to the printers/distribution center to see if we can get these pulled from delivery. We do not want to provide misleading information and anticipate the customer may receive a few more catalogs before we can get him completely removed.Again, we apologize for this situation and are doing our utmost to resolve it as quickly as possible
We are very sorry to hear that previous attempts to unsubscribe you from our catalogs were not successful. We have notified our marketing department to expedite your request. We will let you know as soon as we confirm with them
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. I am still receiving unsolicited catalogs from this company - the latest one came in yesterday, six months after the initial of a series of requests to have my name removed from their list.Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
They also said that; 10/23/15, 11/24/15, 11/25/15, 3/8/16, 5/28/16, 6/26/16, 9/14/16, 10/03/10/05/16, 12/3/16, 12/14/16, 12/30/16, 1/12/17, 1/18/17/ Any reason to trust them now? Do I have any recourse when they start sending them to me again?
Regards,
*** ***
There are notes in your order indicating you spoke with or had an email response from *** *** on 10/18. We were waiting for a response from you regarding which item was missing from the package. Per your request we have already processed a full refund for your order- which you should see posted to your account by your bank within hours. We have also processed a return label to be sent via email. The return label can be printed and attached to your package when you are ready to return items (you can do so after verifying the credit to your card).Again we apologize that you are unhappy with the quality of the items you received
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved I do accept the response and the issue was Resolved
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. This is the type of response I've been hearing for months from *** ***Why would there be printed catalogs from April when I have requested to be removed so many times since November 2015, and they have confirmed that my name has been removed?Obviously, this is a company that does not take consumer privacy seriouslyThey simply tell consumers what they want to hear to get them off the phone, but continue doing what they shouldn't be doing.
Regards,
*** ***
We apologize that you have continued to receive catalogs. I do see that your address was forwarded to our marketing partners on October 30th for removal. There is usually a 4-week time period to be removed. I have reopened the request to see the disposition of the removal and
will update you when I have information back from our partners- usually within - hours.I wanted to update the complaint to include the information I received on the catalog stop date. Per our mailing house, the customer should not receive any more catalogs. The last mailings should have already occurred with catalog JHand RHwhich were already mailed. *** ***Luxury Brand HoldingsContact Center ManagerRoss-Simons DrCranston Rhode Island 02920*** *** *** ***
Unfortunately there were multiple customer records in our database. I can see different contacts from notes entered on the account along with the requests to remove from mailing. The information was forwarded to our marketing department only about a week ago in an attempt to get the account removed through our mailing partner instead of systemically. Unfortunately, I can only provide information based on my contact today with the marketing department. The mailing partner has been advised to put the *** address as a permanent "do not mail"
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. *** is responsible for anything and everything printed in their catalogThese catalogs are not printed without the permission/approval of *** after reviewing the content prior to publishingAll I am requesting is that I be allowed to purchase of the crisscross necklace for the $advertised price
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***) total amount I paid its I have bank statements .2) when I am and other customers looking on item , they can't figure out amounts and quality of the stones , I trusted your company ( from witch I bought a lot of items due" visit " your store , not lookig for refound as you stated ), I was asking questions and believed that what you answered it's a truth .3) it's a froud to sell wrong amount of diamonds, Ctit's larg froud , as juwerly store you know that Ct of the diamond which I pay for and didn't received , market price of 3200$ . 4)Ross simons should lost there license due to type of business behavior , I will file complaints regarding that matter with my counseling
Regards,
*** ***
Customer purchased a designer piece by [redacted] on 2/18/ She had visited our Warwick store multiple times to view the piece and make offers for the best price Our selling price was $23,and customer purchased for $16, The customer since has made multiple attempts to receive a further discount off the price including forwarding information from other auction houses, claiming the emerald was cracked, and submitting appraisals stating the carat information we supplied was incorrect Our Warwick store manager has spoken with customer on 3/3/10, and 3/ During each interaction with the customer we have offered a full refund on the necklace if she would like to return We have reviewed the appraisals and offered a price concession of $due to the difference in total carat weight of the item (which was minimal) We will not at this time offer any additional consideration- she may take the $concession or return the piece for a full refund
We apologize for any perceived delay in processing this return We advise all of our customers that returns may take up to weeks to process once received to our warehouse The return was processed on 10/in the amount of $ We have verified that the credit has processed and has been forwarded to her bank for crediting We have also removed her name from our mailing list as requested We apologize for any inconvenience and hope this resolves the customer's concerns
We have offered and continue to offer a full refund upon the return of this piece We will not extend any further discounts on the item
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below This is totally passive aggressive **I never spoke to anyone on the phone like you saidNever heard back from anyone via email, which is how I contacted customer serviceI never asked for a full refundI said my order was missing an item, one that I already paid for, per the photo I attachedI said I wanted the missing itemIF you weren't going to send the missing item that I already paid for, THEN I would want a full refundI said several items are of an inferior quality, as in pure junkYour response? Passive aggressive **I want the missing itemLook at the invoice I attached and you can clearly see which item is missingSend it asapThank youAs for the refundThanksI didn't ask for it but I'll take itThe junk jewelry? Since I had no idea you were planning on playing the refund you didn't ask for game, I already donated it to a women's shelter nearbyThey have lots of kids and I'm sure they'll appreciate the junk jewelry you sentThank you Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Thank you for the refundWe never spoke to ANYONE at Ross SimonsThe missing piece is Item # [redacted] SET SS; Description SS SET/SQ MULTI SEMI PREC W/FWP DANGLE EARAll the other pieces have a number under the wholesale price category except this oneIt is blankNo number there like all the othersSo whoever packed it knew there was an item missing and yet no one ever wrote to me, emailed me or even gave me a courtesy call to tell me the piece is arriving in a separate shipmentIt's on me, the customer, to TRY to get what I already paid for out of Ross SimonsNow they LIE and tell me they spoke with meNOT TRUEThere are spots on one of the stones in one set of earringsThat was not in the photo or description of that itemWhy? because no one wants to buy inferior stonesThe dull green in another piece was already mentionedAnd the lightweight necklaceRather than send everything back, just send the missing item asapThank youI WOULD LIKE THE MISSING ITEM SENT TO ME ASAP Regards, [redacted] ***
Again we apologize that the quality of the items is not what you expected. We photograph a sample of the items when they arrive to post on our website or in our catalogs. As the stones used are natural, there may be variations in color and clarity from the sample we photographed. We do strive to quality check our items to ensure that what we are sending are a good representation of the item. As per your 1st request we have posted credit back to your form of payment in full for the items. At this time we cannot cancel the credit. If you wish to keep the items or exchange them, we would need to recharge your card for the merchandise. In regards to the missing item, you are referencing a set of three earrings. Our invoice would show a listing of the component items that make up that set. We currently have two of the earrings in stock, the 3rd pair is now on backorder until mid-November. Please let us know if you did not receive the whole set or just a portion of the set. Please note, this item has also been credited in full. We would like to resolve this issue for you in a fair and equitable manner. Please let us know how you would like to proceed.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
If to be exact it's stones Each independent gemologist I showed this necklace calculate same amount of diamonds exempt yourWhich make me think that it's done attentionaly , because it's increasing price of the necklace price and bring you high profit ( direct froud). And last one , mistake of Ct out of it's 33% of total amount of the diamonds, your gemologist have accreditation? If yes than Your argument bring you to the point it's make no sense .How you calculate compensation of 320$ , is this market value of the diamonds, let me buy from you 320$for a Ct . Market avaluation 3200$ you own me
Regards,
*** ***
We do apologize for the error in the RScatalogHowever, the description and correct pricing pertaining to the necklace are shown on the same page as the incorrect feature info, see 52DOn page of the catalog we do have a disclaimer regarding errors"We strive to avoid errors in pricing and
product informationIf a mistake does occur, we reserve the right to correct it.” Again, we apologize for the error
We have been working with the mailing house to ensure that the customer is removed. We have confirmed that they have removed him from future mailings. We do however have April catalogs currently at the printer. This is more catalogs that are flagged to be mailed. We are reaching out to the printers/distribution center to see if we can get these pulled from delivery. We do not want to provide misleading information and anticipate the customer may receive a few more catalogs before we can get him completely removed.Again, we apologize for this situation and are doing our utmost to resolve it as quickly as possible
We are very sorry to hear that previous attempts to unsubscribe you from our catalogs were not successful. We have notified our marketing department to expedite your request. We will let you know as soon as we confirm with them
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. I am still receiving unsolicited catalogs from this company - the latest one came in yesterday, six months after the initial of a series of requests to have my name removed from their list.Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
They also said that; 10/23/15, 11/24/15, 11/25/15, 3/8/16, 5/28/16, 6/26/16, 9/14/16, 10/03/10/05/16, 12/3/16, 12/14/16, 12/30/16, 1/12/17, 1/18/17/ Any reason to trust them now? Do I have any recourse when they start sending them to me again?
Regards,
*** ***
There are notes in your order indicating you spoke with or had an email response from *** *** on 10/18. We were waiting for a response from you regarding which item was missing from the package. Per your request we have already processed a full refund for your order- which you should see posted to your account by your bank within hours. We have also processed a return label to be sent via email. The return label can be printed and attached to your package when you are ready to return items (you can do so after verifying the credit to your card).Again we apologize that you are unhappy with the quality of the items you received
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved I do accept the response and the issue was Resolved
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. This is the type of response I've been hearing for months from *** ***Why would there be printed catalogs from April when I have requested to be removed so many times since November 2015, and they have confirmed that my name has been removed?Obviously, this is a company that does not take consumer privacy seriouslyThey simply tell consumers what they want to hear to get them off the phone, but continue doing what they shouldn't be doing.
Regards,
*** ***
We apologize that you have continued to receive catalogs. I do see that your address was forwarded to our marketing partners on October 30th for removal. There is usually a 4-week time period to be removed. I have reopened the request to see the disposition of the removal and
will update you when I have information back from our partners- usually within - hours.I wanted to update the complaint to include the information I received on the catalog stop date. Per our mailing house, the customer should not receive any more catalogs. The last mailings should have already occurred with catalog JHand RHwhich were already mailed. *** ***Luxury Brand HoldingsContact Center ManagerRoss-Simons DrCranston Rhode Island 02920*** *** *** ***
Unfortunately there were multiple customer records in our database. I can see different contacts from notes entered on the account along with the requests to remove from mailing. The information was forwarded to our marketing department only about a week ago in an attempt to get the account removed through our mailing partner instead of systemically. Unfortunately, I can only provide information based on my contact today with the marketing department. The mailing partner has been advised to put the *** address as a permanent "do not mail"
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. *** is responsible for anything and everything printed in their catalogThese catalogs are not printed without the permission/approval of *** after reviewing the content prior to publishingAll I am requesting is that I be allowed to purchase of the crisscross necklace for the $advertised price
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***) total amount I paid its I have bank statements .2) when I am and other customers looking on item , they can't figure out amounts and quality of the stones , I trusted your company ( from witch I bought a lot of items due" visit " your store , not lookig for refound as you stated ), I was asking questions and believed that what you answered it's a truth .3) it's a froud to sell wrong amount of diamonds, Ctit's larg froud , as juwerly store you know that Ct of the diamond which I pay for and didn't received , market price of 3200$ . 4)Ross simons should lost there license due to type of business behavior , I will file complaints regarding that matter with my counseling
Regards,
*** ***