Lizzy James

To Whom it May Concern,On February 22, we received an email from our customer [redacted] regarding his order # [redacted] Our phones were down, so we responded to him via email.Mr [redacted] told us his package has been delivered, and was then stolen from his residenceHe 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 [redacted] ' package being delivered to hisexactaddress on 2/at 1:00pmAt this time, the Post Master also informed us they receive complaints about missing and/or stolen mail from Mr [redacted] ' townhouse complex "very often".We attempted to find a resolution for Mr [redacted] We offered to file a report with the post office to attempt to recover the loss value for him, and asked Mr [redacted] for a copy of his police report to do soPrior 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 reportAfter requests between 2/and 2/23, the police report was still not provided to us for referenceWe also offered to rush a replacement piece to Mr [redacted] (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 [redacted] 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 addressUSPS Tracking Number: [redacted] Please feel free to reach out with any further inquiries and I will be happy to assist [redacted] Vice President of OperationsLizzy James, Inc

We have reexamined the pictures with our production manager.All of the beads, crescents have changed color These components come from 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 claspI 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

Lizzy James is responsible for packages up until they are scanned as delivered by USPS, UPS or FedEx to the correct addressUnfortunately, we cannot guarantee deliveries get directly into the purchaser hands, as in many cases family members or neighbors take deliveryIn the vast majority of cases, packages are left in mail boxes, or on doorsteps or patiosWhere 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 wishWhile we do insure our packages, insurance does not apply to packages that are scanned as delivered to the correct addressMore information about this can be found on [redacted] 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

The jewelry is listed correctly and accurately. We have done all we can for this consumer including providing a refund - even though our policy states no refunds - since everything we do is handmade and custom made There is no other jewelry company in the world that does handmade and custom-made jewelry and has a refund policy. The consumer still owes us $($for the original check and $fee). Our policy is NOT to resubmit a bounced check, as it is likely to bounce again Once again this is the same policy for every company in the US. Consumer has incorrectly stated the initial check was good even though it bounced and we showed her the bank statement proving that She still denied it even after the fact. Consumer cannot be trusted. Consumer can pay the funds owed to us via *** or bank check

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
Regards,
*** ***
The chack was good and should have been sent through againI have never had a negative balance in my checking accountAlso I didnt say they listed brass and not goldWhat I got was BRASS AND NOT GOLDThey advertise gold, but it is not goldBecause of the advertisement, they should not be able to advertise it as gold, because it is clearly notI have a picture of this if you need itI have paid them $from my Paypal accountBut they keep saying I didntProbably the worst customer service I have ever had to deal withThis should be noted, so no one else has to deal with this in the future They have threatened to have me sent to collections, but for what? I have paid them the $15, which I should have never had to do because of the advertisementI would like my $backThere is nothing in there policy that states a fee for advertisement

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 [redacted]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.

To Whom it May Concern,On February 22, 2018 we received an email from our customer [redacted] regarding his order #[redacted]. Our phones were down, so we responded to him via email.Mr. [redacted] 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. [redacted]' 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. [redacted]' townhouse complex "very often".We attempted to find a resolution for Mr. [redacted]. We offered to file a report with the post office to attempt to recover the loss value for him, and asked Mr. [redacted] 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. [redacted] (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. [redacted] 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: [redacted]  Please feel free to reach out with any further inquiries and I will be happy to assist. 
[redacted]Vice President of OperationsLizzy James, Inc.

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emailed that her bracelet was tarnishing and wanted to return itMay 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 [redacted],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!ORAs 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 [redacted], 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,
[redacted]

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted] L. [redacted]

1 - Our bracelets are clearly advertised as gold-plated. We state this in every product description as well as our FAQs.  The word "brass" that the customer uses cannot be found on our website and is not true.2 - Because all of our jewelry is handmade and custom made, we  indicate our...

return policy in 4 different locations on our website including FAQs and also at checkout.  Our return policy is the customer may exchange for a $15 fee or in her case, return for a $15 fee.  All returns or exchanges that we receive are a loss for us since they are custom made for the original order and may not be able to be resold again.Since it was made in a very specific style, color, size etc for the original customer.  As a result is it is taken apart and cannot be sold.  The $15 fee does not cover this loss to us.  This is all explained clearly and prominently throughout our website.  It was also explained to this customer several times via email.3 - Despite the above, we gave the customer a refund - and she agreed to pay the $15 return fee - which she admits to in her complaint.4 - The customer sent us a check to pay for the return fee and it bounced, costing us an additional $15.  We contacted the customer with a copy of the bounced check from Bank of America - which is attached here., and the customer continued to deny it. In sum[redacted], we post our policy clearly in many places on our website, including at checkout in many email exchange with the customer.Customer was provided with a refund, which she agreed to.Customer sent a check for $15 to pay for the return fee, which bounced.We asked for her to make good on her check and bank service charge and she told us to go away.We now have a loss of a bracelet that is taken apart and $30 from this customer.Customer has received a full refund and (because of her bounced check) has incurred no loss at all.Doesn't sound like she was fair to us, but those are the facts.