Lizzy James Designs Reviews (%countItem)
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I have 4 pieces. One piece tarnished very badly while the other three are just fine. I complained and asked for an exchange. This is their response...
We are sorry to see that the beads on your wrap have changed color.
While we are sure you were careful with your jewelry, based on our years of experience it appears that the anklet interacted with some kind of moisture.
Water or significant sweat, perfume, oil, hairspray, or lotion are the typical culprits, however, moisture from any type of solution (including jewelry polish) can harm a Lizzy piece.
All of our crescents are coated with an anti-tarnish material to keep them looking lovely, and contact with the above strips the anti tarnish material and causes discoloration.
The care information on our website and on the care cards distributed with each order contains important information on how to avoid this kind of damage.
Because this is not a manufacturer defect, we are unable to offer a replacement free of charge.
These are not inexpensive pieces and they should stand behind the product they sell. There is nothing on purchase page regarding tarnishing and not exchanging. I don’t understand how I wear all the pieces so same , water, sweat, etc. But only one turns the others don’t. Seems like a manufacturing warranty issue.
No refunds only E gift cards. You have to pay To send your orders back if they are wrong or incorrect sizing. And you never get your full amount of your refund back. Then you have to pay for shipping and handling all over again. If you use your E gift card for one order and if it’s not for the full amount you cannot use it for another order
We are sorry to hear that you are not satisfied with your Lizzy James purchase. Because all of our items are custom made to order, we issue gift cards for returned items, less our $6 processing fee per piece. We feel this is a generous policy given no other company we know of allows for returns of any kind on custom made items.
After reviewing your account and correspondence with our customer service team, I see that your order was processed according to the return policy posted on our website at https://www.lizzyjames.com/pages/shipping-returns, as well as explained in our multiple emails to you. We try to be very transparent with our policies, and apologize if these were missed when you made your purchase.
We wish you the best, and hope you enjoy your Lizzy James jewelry.
Best,
Lauren A
President
Paid about $80.00 for a bracelet/necklace that tarnished in less than 4 months. Being busy with life ( my mom was diagnosed with Alzheimer’s) I wasn’t able to contact them right away. It was the least of my worries at the time. When I finally reach out, they requested pictures which I provided. Then they refused to even exchange it. I wasn’t looking for my money back, just the same one. They refused saying it was too long that I waited. Horrible customer service and shabby jewelry. Not to mention wasaaayyyy over priced. Never buy another piece of their shoddy crap
Hi ***,
We're sorry to hear that you are disappointed with your Lizzy James purchase. We offer a 90 Day Guarantee for all of our pieces -- this can occasionally be extended to up to 6 months on a case by case basis. Unfortunately, your piece was over 2 years old at the time you sent us the requested photos. This is more than four times outside our replacement/repair window.
Given the special circumstances with your mother's illness, we would have made an exception if the damage you saw was due to a defect. However, after reviewing your pictures, our production manager determined that was not the case.
While we are sure you were careful with your wrap, based on our years of experience it appears that the bracelet interacted with some kind of moisture. Water or significant sweat, perfume, oil, hairspray, or lotion are the typical culprits, however, moisture from any type of solution (including jewelry polish) can harm a Lizzy Wrap.
All of our crescents are coated with an anti-tarnish material to keep them looking lovely, and contact with the above strips the anti tarnish material and causes discoloration.
The care information on our website and on the care cards distributed with each order contains important information on how to avoid this kind of damage.
Thank you for your understanding. We wish you all the best.
I ordered a bracelet from this company. They shipped the item via USPS who left it in the hallway in front of my door. When I arrived home the item was not there, it had been stolen and I filed a police report. The item never made it into my possession yet Lizzy James will not refund my money or send me a me a replacement. Their response is basically sorry but tough luck your out your money but you can pay again to get another one. They are more than happy to take my money but not guarantee the item makes it into my hands. Their phones are down for last two days so it’s impossible to talk to them except via email which is rude and impersonal. I want my money back or another necklace at no additional charge. This company is horrible in how they treat the customer.
To Whom it May Concern,On February 22, 2018 we received an email from our customer *** regarding his order #***. Our phones were down, so we responded to him via email.Mr. told us his package has been delivered, and was then stolen from his residence. He indicated he had filed a police report with the local authorities.We reached out to the local USPS Post Master in Auburn, NY, and he confirmed that the geolocation on the delivery persons scanner showed Mr.' package being delivered to hisexactaddress on 2/22 at 1:00pm. At this time, the Post Master also informed us they receive complaints about missing and/or stolen mail from Mr.' townhouse complex "very often".We attempted to find a resolution for Mr.. We offered to file a report with the post office to attempt to recover the loss value for him, and asked Mr. for a copy of his police report to do so. Prior to learning the location in question was known for frequent theft, we offered to refund his purchase price if he sent us a copy of the police report. After 3 requests between 2/22 and 2/23, the police report was still not provided to us for reference. We also offered to rush a replacement piece to Mr. (he would need to pay for the piece) and we offered to pay the cost of UPS Next Day Air shipping for him ($49).Mr. was not happy with any of our solutions, and we now consider this a closed issue.While we make every attempt to make sure all customers are satisfied with their purchase, Lizzy James is not liable for packages once they have been scanned as delivered to the proper address. USPS Tracking Number: ***
Please feel free to reach out with any further inquiries and I will be happy to assist.
***
Vice President of Operations
Lizzy James, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I could not provide a copy of the police report as it will not be finalized until later today. I did however provide them with a case number from the Auburn City Police Department. Wether there have been a series of thefts in the area is a moot and extraneous point. The bottom line is it is the company’s job to ensure the item I ordered reaches my physical possession, not a hallway which is not even my physical property. As I am not the shipper of the item I can not insure the delivery of the item in case of damage or theft, only the sender can. If Lizzy James does not care enough to insure their items when they send it is not my problem, either they should refund the cost of the item or replace it at no charge. It is they who failed to insure the package when they sent it. I only asked for no charge replacement of the item after receiving an email stating if I provide a police report they would refund my money, they failed to mention that and I will happily provide a copy of the email as proof of their written agreement to do such. I thought it would be easier for them to simply replace the necklace than have to go through the refund process. I will forward the mentioned email to you as this does not provide me a way to attach it. Again the bottom line is it is the company’s responsibility I physically receive the item into my possession, not a community hallway. Please email me that you received the copy of the email where the agreed to refund my money upon receipt of a copy of the police report which will not be available until later today.
Regards
Lizzy James is responsible for packages up until they are scanned as delivered by USPS, UPS or FedEx to the correct address. Unfortunately, we cannot guarantee deliveries get directly into the purchaser hands, as in many cases family members or neighbors take delivery. In the vast majority of cases, packages are left in mail boxes, or on doorsteps or patios. Where the delivery service decides to leave a package is up to them, however, recipients can give delivery location requests to their local delivery drivers if they wish. While we do insure our packages, insurance does not apply to packages that are scanned as delivered to the correct address. More information about this can be found on ***
If a customer has a theft issue in their community, we suggest they either make sure they are available at delivery times, request signature confirmation on all packages (which we do offer) or have packages delivered to a more secure location.
Once again, we are happy to guarantee the package will be delivered to the correct address, but like all retailers in the country, this is as far as our responsibility goes.
Be careful before you order from Lizzy James, make sure you document everything. They say it ships by UPS, but it came USPS and it takes about three to four weeks. However they charge you the day they receive the order. The pieces ain’t that great! Too many ch trouble for what it is.
Thanks for your feedback ***.
We are sorry to hear of your dissatisfaction, as we strive for 100% satisfaction!
As manager of CS I reviewed your order.
You placed your order on 12/10 and used a discount code so you received a 30% discount and free shipping - YAY.
As indicated on the banner on our home page, and FAQS, and Shipping Section, and top of each collection page - all free shipping is via USPS.
So sorry you didn't see it in any of those places.
If you wanted UPS - which is not free, you could have selected that at checkout. Instead you selected free shipping via USPS.
And finally, if you don't like your purchase you can always exchange it for a different piece. Thanks again for your feedback.
Happy holidays.
On 4/16, I purchased two items from LizzyJames.com (Order #***):
Bracelet ($69.95)
Necklace ($79.95).
I received a $22.78 "Welcome" discount for the $149.98 order. Final Total: $127.42
After only two weeks, the beads and clasp on the bracelet have tarnished. Yesterday, 5/14, I emailed their customer service department and was originally told by "***" that they would send me a new bracelet. *** also asked for a photo. After viewing the photo, *** stated it looked as if the bracelet interacted with something and offered to exchange the bracelet for a different style. She reiterated the care instructions that I was aware of prior to purchase and also reiterated the no-refund policy.
Per ***:
"Water or significant sweat, perfume, oil or lotion are the typical culprits, however, any moisture type of solution (including jewelry polish!) can harm a Lizzy Wrap. All of our crescents are coated with an anti tarnish material to keep them looking lovely and contact with the above strips the anti tarnish material and causes discoloration."
I replied possibly sweat could have tarnished the beads and clasp (however, I do not sweat on my wrists). The crescents on the bracelet are untarnished.
*** never addressed my desire to return the unworn necklace for a full refund.
My thought is that a $70 bracelet that has not come in contact with the above solutions should not tarnish/discolor after two weeks. I can still wear the bracelet in low-light environments but not at the office. I have not worn the $80 necklace for fear of the same result.
I have the email correspondence and photos should you need them.
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May 14 - Customer emailed that her bracelet was tarnishing and wanted to return it
May 14 - We responded that we would replace it free of charge and waive the exchange fee. Our policy is no refunds or exchanges since all our jewelry is handmade and custom made. We also asked for a photo. Any item we get back in an exchange is a loss for us - leather is unusable and our labor is expensive.
Customer sent photo and then asked to return a 2nd piece she had purchased for a full refund.
We responded indicating that all of our pieces are handmade and per our policy in many places on our website we don't offer refunds or exchanges.
We also reviewed her image and were able to see that the bracelet interacted with moisture or chemicals. Our care card instructions clearly state (as does our website) not to interact leather and silverplate bracelets with moisture or creams or lotions.
We offered to exchange the style for another - at no charge - ie we were waiving the exchange fee. We explained we don't offer refunds and also offered a 'credit' less $10 exchange fee.
Customer responded as follows:
"Hi ***,
I am currently menopausal so yes, hot flashes and sweating could have caused the rapid deterioration of the beads and clasp.
I understand and respect your policy. "
This shows that our bracelets were not treated as we clearly indicate in numerous places on our website and care instructions that come with every piece.
May 15 - Customer sent another picture asking for a full refund.
May 15 - We responded again:
"
As stated in our FAQ’s, our policy doesn’t allow for returns.
Each piece is handmade to order in our California studio especially for you.
However, we are happy to exchange for a different style.
I know there is something on our website https://www.lizzyjames.com that you will love!
OR
As your purchase is very special, at this time I can gladly offer you a Gift e-Card/store credit in the amount paid for the item, less the $10 return/exchange fee.
Gift e-Cards are a lovely treat for someone special and are delivered electronically, so they arrive by email and are easy to forward to a new recipient.
Let us know which you prefer."
In summary -
Customer admits to not using the bracelet per our care instructions.
We do not offer refunds - not partial and not in full. Our policies are clear on that, and customer understands that.
We made an exception and offered an exchange, or credit less $10.
This offer is still good for 30 days from purchase.
We will not send a call tag since this is an exception and a loss for us.
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I do not sweat on my wrists (I am disabled and am unable to work out, visit gym, etc.) but because excessive sweating was mentioned, I thought this could have been a factor and was giving the company a benefit of the doubt. If I rubbed my forehead with my wrist, then I would understand the discoloration but I did not rub my forehead with my wrist. Once again, I have had the bracelet for only 2 weeks when the discoloration of the beads and clasp occurred. The crescents are in perfect condition. I have not worn the necklace because I fear the same problem may occur. I do not want another item from Lizzy James for fear of the same problem. I appreciate and understand their policy, but because the defect occurred so soon I would like a partial refund for the bracelet and necklace. The necklace is useless to me and would not even consider giving it as a gift. ]
Regards,
*** L.
We have reexamined the pictures with our production manager.
All of the beads, crescents have changed color.
These components come from 4 different manufacturers.
The ONLY way that they will ALL turn is through contact with moisture of some kind.
By looking at the crescents specifically you can see the manner in which they have been in contact with moisture.
We have never heard of a human being that may sweat throughout their body - but not their wrists.
Once again customer has stated clearly - "I am currently menopausal so yes, hot flashes and sweating could have caused the rapid deterioration of the beads and clasp.
I understand and respect your policy. "
We have stated in many places throughout our website - as with all fine jewelry sold in the world - dont wear it when working out, in the shower, or with excessive sweating.
Customer wants to keep the bracelet without paying for it - our policy - like every jewelry manufacturer in the world - we dont do that when customer has ruined the bracelet through no fault of our own.