Montana Silversmiths

Review: Purchased a trophy belt buckle to replace one that was lost in Hurricane called Montana Silversmiths for them to engrave and they told me that it cant be engraved after ribbon has been placed on buckle. When I purchased this buckle I was told that Montana Silversmiths will engrave it. So now a have a Buckle that is useless because Montana Silversmiths did not clearly display on there packaging that the buckle could not be engraved period. that the consumer is purchasing a trophy belt buckle that cant be engraved Tried to speak to them about this issue and they told me that people purchase these belt buckles to wear without engraving and I asked about the people that purchase them with the intentions of engraving and was told I'm screwed so this is why I'm contacting the Revdex.comDesired Settlement: would like for them to take there Product back and send me the same product Engraved and will be happy to pay for the engraving

Business

Response:

Hello [redacted],

Thank you for your efforts to extend this opportunity for us to respond.

And, ouch. I recognize that one cannot please everyone, but we still regret when any of us do not perform to the highest standards.

In response to the complaint by [redacted], we regret that she lost a sentimental buckle in the Hurricane Katrina. Our ribbon engraving requires a flat surface, so once a buckle is shaped into a curve and plated, further engraving is not possible. When a customer purchases a blank trophy buckle from a store, we recommend that the customer return it to the store, and place a custom order with the desired engraving. These requests are not unusual, and to our knowledge all independent dealers willingly accept returns in these cases.

Our Repair Services on our website addresses this request as follows:

Under Buckles section: “Engraving a finished buckle requires removing the finish, making the requested changes, and refinishing the buckle. Figures and letters are soldered on, and so changes require rebuilding the buckle from scratch. Please fill out the returns form for a quote.”

It is my understanding that [redacted] was not satisfied with this recommend course of action, but rather insisted that we owed her a free buckle because the original was lost in the hurricane. On a personal note, I do feel for her, but we cannot support this type of service, and must recommend that customers follow up with their insurance providers.

Review: I made a purchase online and decided to add something after the fact. I saw a link on my sales order that said "reorder". I clicked on the link and proceeded to REORDER. I added the items I wanted, expecting this to edit the order I had placed. After the transaction was completed, I found that it was a new order. I thought this shouldn't be a problem and someone can reverse this charge and cancel this order before it is shipped. I left several voice messages and emails regarding the matter and nobody returns my inquiry. When finally reaching a person on the phone, I'm told that even though there is a 1-2 week processing time before my order ships, they will ship it to me and then I need to pay return shipping. They are not willing to cancel my order. I want to cancel my order. They have not done anything at all to help resolve the matter. I am DISGUSTED with the level of service provided. I think they'd have more complaints if they made their information available to the public. I am outraged and I want my money back.Desired Settlement: I want my credit card credited and my order cancelled before it is shipped. I am not paying restocking fees and return shipping if it ships. I made every effort to stop this order from shipping.

Business

Response:

In response to the complaint by [redacted], we take full responsibility that he did not experience better service. Much of our staff was out of the office over the Christmas holiday, and my pure chance, our customer service management was also on vacation on the 27th when he called.

Our records show that [redacted] placed two orders on the 24th, but we’re not entirely sure which order he’s referring to in his complaint (but I’m guessing, the second order). The first was successfully cancelled on the 24th, and because of short staff, the refund was processed immediately on the 6th when authorized personnel returned to work.

The second order appears to have been backordered, which matches [redacted] description that the order would take 1 to 2 weeks to process. He is correct, we should have been able to cancel that order well before it was shipped. I further propose that we would be happy to extend a complete refund on his order if he were to return the merchandise.

Thank you, again!

Manager of e-Commerce and Retail Sales

I decided a bit late to order a custom buckle as a Christmas present. The order was placed on 11/19. I asked customer service when I can expect the order to be fulfilled, and they replied with: 12/23 as the order was placed later than they would like. Montana Silversmith's customer service upgraded the shipping, and expedited the process. I received the ordered buckle 12/16. Customer service and professionalism was second to none. I would gladly do business with a company that works this hard to provide a pleasant experience for the customer.