Blue Nile Inc

Promotional financing with the Blue Nile Credit Card Account is offered by Comenity Capital Bank, which determines qualifications for credit and promotional eligibility as well as policies, terms and conditions.  Terms and conditions are stated clearly on our website and through the application...

process which the customer must agree to before applying. 
That being said, the complainant is a valued customer and we would like to try to assist.  I have passed this complaint along to Comenity Capital Bank for their research and review of the complainants account and purchases.  I would expect to hear back within 3-4 business days.  I will forward their response at that time. Thank you.

Unfortunately the complaint is against the credit card company and not Blue Nile.  While the purchase was made through Blue Nile credit was extended through Comenity Bank.  Comenity bank controls their policies and credit programs.  Comenity Bank states that they sent the complainant a letter on June 20, 2016.  They also state a copy was sent to the Revdex.com for their records.  I will ask for a copy of that letter and forward it on to the complainant again via email.

Complaint: [redacted]I am rejecting this response because: As the business is correct in stating that the ring was re-sized, when you look up the order details, it shows that it was a new order for the new size when we sent it into be re-sized.  The only reason I am returning the ring is because of the issue with this promotion. I would be willing to work with the business on a resolution that included keeping the ring, but so far they have not been willing to do so. I attached a screenshot of the order status page that shows the new order for the re-sized ring as being placed on March 18, 2016 which as you stated did fall within the promotional dates. 
As this is the first time hearing that you are willing to work with me on a resolution, how would that be? Like I stated earlier, I am willing to keep the ring if the promotion is honored to the terms and conditions (Being as the re-sizing is considered a new order according to your order status page and it being a completely different order number.)  
Sincerely,[redacted]

I can certainly understand the complainant’s frustration.  After being assessed by our Order Review team, the transaction in question lacked sufficient information to meet our proprietary fraud prevention rules.  The consumer utilized contact methods that we, the merchant, could not...

verify.  In an attempt to assist, we offered a bank wire option which would allow us to circumvent these rules.  It is still the merchants right and responsibility to ensure each order, especially a high value order, meets their own internal proprietary order review and fraud prevention rules.  We were hopeful that a bank wire payment option would meet the complainant’s needs, which also offers a 1.5% discount off the order amount.  Every Blue Nile customer is valued.  It is our goal to balance the needs of our customer, and go to extraordinary steps to protect their personal information while meeting the needs of our business. I apologize if it came across poorly and for any inconvenience this may have caused.

We are working very closely with [redacted] and have made significant accommodations in an attempt to assist.  While the bands are similar it is clear they are still not identical.  We are fully committed to providing two matching bands and will continue to involve the complainant at...

every possible opportunity.  We sincerely regret the inconvenience this has caused and greatly appreciate the patience both customers have shown.

I have reached out to the complainant offering my assistance.

We are happy to work with the complainant on resolution.  That process began last week and will continue.

We show no orders within our organization under the complainant's name.  For privacy reasons we cannot disclose personal information to a third party.  I can verify that 1) we have a 30 day money-back guarantee and 2) I see notes that we have been working with the purchaser on...

record for this order to eagerly find a suitable exchange.  Our records indicate that we have not received any complaints from the purchaser.

Complaint: [redacted]
I am rejecting this response because:Blue Nile's response contain miss-leading information about post-order communication times.Blue Nile "order processing Specialist" Conor C's reply to me is “We'll make sure to hold your order for at least two business days while we wait to hear from you”, I attached the screenshot as attachment.  Please note the phrase "two business days". Blue Nile says that the order was received in the morning of Nov 24,  I attached a screenshot of United States calendar, showing Nov 24 is a Friday.  Therefore holding my order for two business days would mean that my order is still valid by 28 Nov (Tuesday). Blue nile's reply to my Revdex.com complaint - "We received an email the following day requesting that we ship to an international address which we were unable to do without collecting tax and duty."   I agree with this statement, I did ask them if they can ship to my international address,  Blue Nile said they can not do so.   The timing is "the following day of Nov 24", means this is Nov 25 (US time, Saturday).  Blue nile further says this "By the time the complainant was able to provide viable information in which to fulfill the order- which was just short of 48 hours- the SKU was sold out."  I totally disagree with this statement.     I updated my address by Sunday 25 Nov 2017 - attached is the evidence.    The two Blue Nile Confirmation is received after I update my new US address.   Blue Nile is telling a lie when they say that it is short of 48 hours when I provide the complete information. I even received email confirmation on 26 Nov 2017 that my address has been updated.  I can provide that upon request (because this form only limit 4 attachments, I can provide that to you in a new response. Blue Nile basically had internal problems, but that is not my fault.  It is run out of stock at your side, but No Terms and Conditions say that you can refuse to deliver if you are out of stock after my valid order is provided.     Sincerely,
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Due to a system glitch Ms. [redacted] credit card was not credited the full amount from her returned order.  Once known, Ms. [redacted] preferred not to receive a check which we had already sent her via [redacted], and actually preferred another method of payment which we should have accommodated.  This...

was avoidable and I sincerely apologize for the inconvenience and impact.  We have since worked with the credit card company to debit the payment and ensure there are no late fees.  I am happy to work with Ms. [redacted] to ensure this is fully resolved.  I've reached out and left my contact information with her in case she is willing.

Contacted customer today to review with him. Would like to see the copy of thier second opinon from independant apprasier.

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.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We have sent customer a new pair of cufflinks with the engraving the way that he is wanting. We shipped the new pair on 6/16 and he received them on 6/17. Reached out via e-mail to customer to see if he is happy with the new pair.

Complaint: [redacted]
 
I am rejecting this response because:Thank you for the responses. The Blue Nile said "While USPS is one of the carriers we recommend, we also recommend FedEx and clearly state that the customer should select the carrier. ", which is totally wrong.Here is what was said exactly in the return instruction email from blue nile (attached): "On returns over $500 we recommend insuring your return shipment for its full shipment or purchase value. We recommend shipment and insurance through the United States Postal Service (USPS). For your convenience and at your discretion, we can offer an expedited return shipping option through Parcel Pro, which includes FedEx® shipping service and insurance at discounted rates.Please perform rate comparisons between the two and select the best solution for you." From their instruction, USPS is what they recommend, while Parcel Pro is a less better choice.  After my claim to USPS was rejected, I googled USPS for insurance claim. And USPS has a very bad reputation for that. It is Blue Nile's fault to recommend me to ship the ring back through USPS, so they should take the responsibility of the loss and give me the full refund.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I am please to hear that Blue Nile is going to assist in a resilolution. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because the issue has not yet been resolved.  Blue Nile has been in contact with me and I am waiting on them to deliver the ring (with 2 bands).  My wedding is May 16, 2015 and my hope and expectation would be to have my ring at least 1 week before my wedding (which is more than 3 months subsequent to the original purchase date of the band and the request to have the 3 rings soldered together).Sincerely,[redacted]

We apologize for the delay.  Our Security group has completed their inquiry with FedEx and we are ready to assist.  We will be reaching out today to complete the transaction.

I believe the complainant missed the point, in closing we stated "We no longer have this product in stock but have offered options with discounted prices to the complainant with no response.  We are happy to work through all of our options if the complainant wishes to contact us."  As of today, we have not heard from, or received any direct inquiry from the complainant.