Jaden Moore of New York

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint Im not willing to accept they are saying saying because they were not willing to exchangeIf the correct item size was sent in the first place we would not be hereThe question to them was can the item be switched out becuase I did nit trust that tgey would not send the same ringI opted not to do business because Enerst was very disrespectful to myself and my fiance stating that hes been incaracated so he knows how the game worksMrEnerst stated that he is not willing to take a lostIm the one taking the lost we payed for defective product that this compamy is not willing to replace or backI wonder how many other inmates they have done this toDespite me asking for a product of a cheaper price they asked that we send more funds for an item that could not even be wornWhat jeweler is going to size a costume jewerly ringThr service is just out of order period.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The complaint received by the Revdex.com was not from the customer of JMNY, but rather from the recipient of a gift order. A gift order for a ring set was received from *** ***, from *** *** ***, for a wedding ring set, size for his fiancee’. This
order was fulfilled upon receipt and a confirmation letter was sent to our customer with tracking and delivery informationThe actual dates of contact were different than provided to the Revdex.com. Actual point of contact with our company was as follows: June **, 2017, the incarcerated customer called JMNY to check on the order status. Tracking information and anticipated delivery date were provided for himOn June **, 2017, we received a phone call from our customer, who stated the ring set was just received but was ‘too small for his fiancee to wear’ and he asked if he could exchange it for a larger size. The size was the only issue discussed in the phone call with MrH***We first suggested that his fiancee’ resize the ring set at a jeweler in her local area to the larger size he was requesting, since the size he ordered was too small. MrH*** said she had just received the ring the night before and it was still in the box, and ‘it could not even be worn because it was too small for her,’ so could he just exchange it to the larger size. Although our written policy in the gift catalog is no refunds/exchanges after receipt (unless gift item arrives damaged), we agreed to make an exception for him and to exchange the ring for a larger size 8, and there would be a $exchange fee for this transaction. Upon ending the call, as promised, our staff ordered the larger size ring for MrH*** so that it could be shipped immediately when payment and returned ring was received. We then awaited return of the original ring to exchange for the larger size. The ring was never returned by his fiancee' as discussed, and the $fee for exchange was never received. Today, one month later, we received a phone call from his fiancee' who now stated that she had been wearing the ring that he had earlier stated was ‘too small for her to wear,’ and that a stone had subsequently fallen out. She then expected our company to exchange this ring she had been wearing for a completely different ring, as she stated she never liked the original ring he chose anyway or give them a full refund. When we told her that we could not exchange the ring after she had been wearing it because it was now a ‘used’ ring that could not be resold to a different customer, she then became irate and very rude to our staff, at which point her husband called directly from prison (yet she stated in her complaint they had been unable to reach our company)At this point, because her fiancee’ told us one story about the ring being ‘too small for her to wear’ and her telling us that she had been wearing it, and that a stone fell out and that she had wanted a completely different ring set anyway, our customer service representative asked her to email the company so that the manager or owner could take the time to review and respond directly to her, so all conversations would be in writing. She did as requested, and her email was received at our company at 11:am, and she was responded to minutes later, at 12:pm (copy of emails enclosed); however, apparently this was not fast enough, as she indicated in her complaint to the Revdex.com that the JMNY staff ‘chose not to respond to her email,’ and that was why she was filing her complaint. *** *** further stated in her complaint to the Revdex.com that the ring was ‘sent to her in the wrong size and was defective.’ This statement is also factually untrue, as the ring was sent in the exact size requested by her fiancee’ who ordered it in a size (order form attached), and the ring size was the only issue brought to our attention when he called from *** *** *** on June **JMNY has been in business for years, and we are fair with all of our customers. We made an agreement with our customer to exchange a ‘new ring in size 7’ that was still in the box, that had never been worn, for a larger size ring upon return of the original ring and small exchange feeThis was the agreement in its totality. We never agreed to exchange a ring that had been worn for over a month for a completely different ring set because she ‘no longer liked it,’ which was neither fair nor reasonable, nor was it the agreement made with our customer who had purchased the ring for her. The agreement made with our customer to return the ‘new’ ring was VOIDED when the gift recipient decided to wear the ring, which resulted in a stone falling out during the course of wear, and after a month of wear, the ring was no longer new and could not be resold to any other customer. Attached is a copy of the original order form, and our return/exchange policy in writing, which is provided to all customers in the gift catalog prior to making any purchasesHad the recipient returned the ring on June **, when it was agreed that we would exchange it for an entirely new ring, there would be no discussion at this point, as she would have immediately been shipped the larger size ring that had been ordered for her (which is still being held for her at our company). It was the recipient’s decision to wear the ring, that subsequently damaged the ring (stone coming out) that voided the agreement for return and exchange. The recipient then expected a full refund to be sent either to the prison facility or to her, which again was neither fair nor reasonable, as had she returned the ring set on June **, she would have had a new ring in the larger size as her fiancee’ had requested. Because we would not provide her with a complete refund after wearing the ring for more than a month, and damaging it in the course of wear, she then filed the complaint with the Revdex.com, which is truly unfortunate, because had she returned the ring as agreed upon on June ** with our customer, she would have had a brand new ring in the correct size

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]
 The ring git measured at a local jewerler and it di not measure a size 7. The request for a refund came after they refusedt9o change the ring. Thet claim I wore a ring but how if the ring could not fit on any of my fingers. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our previous responses addressed all items mentioned; however, we will reiterate to clarify. -- Recipient states "If the correct item Size 8 was sent in the first place we would not be here."  The customer ordered the ring in Size 7; not Size 8.  A copy of original order form has already been submitted and is attached again for reference.  When customer stated that the ring was 'too small for fiancee' to even wear and had only been received the night before,' our customer service rep made an exception to company policy and agreed to exchange in the larger Size 8 (which is what the recipient is now stating she wanted).  The agreement was that the ring would be returned immediately with the small fee for exchange and shipping in the larger size, and the new ring set would be shipped to her. -- Upon hanging up with customer, our company in good faith immediately ordered the ring set in Size 8 as had been agreed upon, so the ring could immediately be shipped when the original ring set was received.  The ring set in Size 8 was ordered prior to receipt of exchanged ring, so that our customer and the recipient would not experience any delays. -- Rather than returning the ring (as had been agreed), the recipient instead chose to wear the ring set for the past month since receipt (a set our company had been informed was ‘too small for her to even wear,’ and in doing so damaged the ring (missing stone).  She then contacted JMNY one month after receipt and then stated she did not want the same ring exchanged in size 8 because she never liked the ring set anyway, and now instead wanted a ‘completely different ring or a complete refund.’ --Our customer service representative did everything possible to be of assistance, and was the individual who had in fact ordered the new ring set for [redacted], which had been waiting at our company since the third week of June for the exchange; however, the original ring set was never returned as was agreed upon. [redacted] became irate after the customer service representative informed her that the company would no longer exchange the ring set after the agreement made with the customer was not honored (immediate return of ring in ‘new condition’).  Had [redacted] immediately returned the ring set as agreed upon, the new ring set in size 8 would be in her possession at this time.  JMNY is no longer able to exchange the ring set after one month of wearing, as it is no longer in ‘new condition’ for exchange. --SUMMARY: It was [redacted]’s decision to wear the ring and subsequently damage it, rather than to return it in ‘new condition’ as had been agreed upon for the exchange, which resulted in the ring set no longer being suitable for exchange.  We believe it is unreasonable that this individual would not return the ring set as agreed upon, wear the ring set for an entire month, damage it, and then expect JMNY to exchange it or send her a refund.  JMNY held up our agreement with our customer, having ordered the larger size ring for [redacted], and were simply waiting for the return of the original ring in order to exchange for her.  [redacted] chose not to return the ring set.  At this point, even if the time period of one month had passed, we would have been willing to accept the ring for exchange had it still been in the original packaging in ‘new condition; as was the agreement; however, it was [redacted]’s decision to wear the ring and subsequently damage it (missing stone) that made the ring no longer in ‘new condition’ or suitable for exchange.  JMNY honored all promises made to our customer and were exceedingly fair in this situation, even going around company policy to ensure this customer was taken care of; it was [redacted]’s decision not to return the ring and to subsequently damage it, which has led to the situation of the ring no longer being suitable for exchange. Please let us know if you have any further questions, or need additional information regarding this transaction.  I believe we have provided all relevant information. Sincerely, Jaden Moore of New York   Tell us why here...