RobertWBruce

Revdex.com Complaint ID; [redacted] To whom it may concern, Thank you for giving us the opportunity to address this situation for the recordFirstly, when one does business in the virtual world, that is, one without a retail location, there will always be those customers who don't read the shop's policies before making their purchaseWhen that happens it can escalate to a volatile situation quicklyIt is clear in this case that the customer received the product on time but realized that the rings he ended up with were the sizes he ordered but not the sizes he neededOur policies are very clearBecause every piece of jewelry is custom crafted for each customer specifically, we don't offer returns on our piecesThe rest is just a dissimulation of the truth and because the goal of this customer's complaint is to publicly make slanderous allegations against our shop, I will offer our side of the situationThe customer ordered a size ring on November 30thOur policies state that the current turnaround for our custom pieces is weeks to monthsThat would make the deadline for this ring to ship to be no later than March 30thOn December 6th and after the ring was already in the production queue, he asked to change the original design purchased to a different oneOkay fineOn January 9th, the customer purchased another ring along with a 3-week rushThat size specified was a and mentioned that the original ring should be changed from an to an It's important to note here that the size ring he was asking to change to an had already been castNo worries though as we're all about customer serviceWith the 3-week rush order he purchased with his 2nd ring on January 9th, it gave us a shipping deadline of February 6thOn January 16th he asked to change the size ring to Once again it needs to be noted that this change occurred AFTER the Original size ring was re-cast as well as the original size ring was castNo Worries though as we're all about customer serviceFinally, on February 1st, the Customer let us know that both rings should be made to a size as well as to letus know that the original ring purchased should be of yet another design than what was ordered (and the one that was once changed already)At this point it was getting hard to keep our composure as we've made so many changes to both orders and also realizing that due to the time and materials invested, anything beyond this point we would be loosing moneySo, both rings were finally made to a size and the design changes have all been worked outI informed the customer that because of the last size change on February 1st, we'll need to recast and reset the rush order deadline from weeks from the last change as we're getting into the Spring wedding seasonHe was fine with thatOn March 3rd, the customer's rings were shippedNote that the first ring's shipping deadline was March 30thEvery now and then a package gets lost in the mailThis was just such a caseThe frustration of a customer who has been waiting for his ring's only to have them get "lost" in the mail pales in comparison to a jeweler who has made multiple rings for the same order only to have them get "lost" in the mailAt this point we offered the customer a full refund to which he refusedHe still wanted the ringsWe would have rather given a refund, Cut our losses and called it a day but we're all about customer service and knowing his frustration, we got to work on a replacement setWhen just about finished we created a shipping label to send them off on April 5th and sent him the tracking numberApril 5th came and went and regrettably, Spring wedding ceremonies got the better of usI sent apologies and shipped them overnight service on the 8thThe customer received them on the 9thHe finally got his rings but much to our Surprise was now claiming fraud and any other slanderous charge to try to recoup his purchase priceWe were confused to say the leastAll of those changes and all of that waiting only to react in such a hostile manner when finally receiving the rings? Coming full circle to our original theory, our thought was that he chose the wrong sizes after allThat's itEnd of storyOnce a customer realizes that they've spent a good chunk of money for something they can't wear (and can't return), they'll go to great lengths to discredit a well-established and well-reviewed business by any means necessaryAnyway, thanks again for allowing us a retort to these accusationsWe hope you'll realize that if customer service wasn't a priority to us, we wouldn't take the time to respond, as time is a luxury we certainly don't haveIf you'd like this response e-mailed to you for the public response, please feel free to reach out at my e-mail address below.Sincerely,Rob [redacted] robertWbruce

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: the item I purchased was never sent by them due to their error which I have in writing There is no policy explaining negligence on their part They did not try to reach out to me for over a year and I requested a refund Any information pertaining to this issue I can provide in writing including correspondence detailing the Revdex.com, and how they do not feel this complaint forum matters as no one cares about the Revdex.com I have also made complaints against this company through other means including government agencies about this person/business Regards, [redacted]

So, once again, we do apologize if this customer seems slighted by our company's policies; However, here is where our obligation ends and where *** has supported our response...Per our policies, Wood rings will take over 4-months to createWe could leave it at that as one could make the argument that technically the ring did take over months to create but that's just silly to assume that a customer should have to wait so long for a ring that they're purchasing for their wedding and we're certainly more realistic than thatWe have many ring customers who don't read our policies regarding our turnaround times so they purchase a ring expecting that they'll have it for their wedding in weeksThey frantically reach out asking why they hadn't received their ring yetWe then have to explain that they are sitting in a very long queue of orders and to get to the top of the queue takes approximately monthsThat being said, we never received any e-mail or request for a refund from this customer so when we reached out to her to tell her that her ring is ready to be shipped and to please verify her address, we were met with demands and insultsHere's the bottom lineWe've admitted to our mistake of neglecting to send this customer's ring out in a timely manner and in doing so we've asked for one piece of information to prove to us that she asked for a refund AFTER waiting the month turnaround time as noted in our policies and BEFORE she purchased another ring for her weddingShe ordered a ring from our company and only after we reached out to her did she contact our shopIf she can prove us wrong on this fact, we'd be happy to entertain the notion of a refund; However, after all of this back and forth, she has yet to show us when she sent us a request asking for a refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Both rings fit perfectlyThis complain is not an issue of fit, it is an issue of being sent two tracking numbers (that were electronically generated by MrBruce but never scanned by USPS - evidence attached) and being lied to about shipment times resulting in months or weeks-behind deliveryIt is also an issue of having the rings denied and delayed until a credit card fraud report was filed against MrBruceMrBruce's response about the ring sizes is a fabricated smoke-screen, a diversion tactic to create a story that the rings don't fit in order to hide behind the fact that in his own writing he gave me tracking numbers and promises of shipment dates that were not meet for weeksWe are dealing with someone who openly lied to me and the clear evidence of that is attachedBy March 8, MrBruce attached a tracking number to *** which said only that a number had been generated but never scannedThe Post Office always scans items when checking them in, so I feel this tracking number was created as a smokescreen to buy MrBruce more time and create the appearance of a shipment which never wasCreating tracking numbers is easy enough to doI have received hundreds of USPS packages and the tracking numbers have always been scanned, but MrBruce's never wasI have attached that evidenceAs per the attached conversation history, on March 13, MrBruce claimed the rings were lostHe then wrote that he would send new rings on March I waited days, and no rings showed so I sent a follinquiry on 3/which MrBruce ignoredAgain, on 4/1, I sent another inquiry which was ignoredOn 4/I sent a 3rd inquiry which was finally acknowledged by MrBruce with a second tracking number that was created but never scanned by USPS (evidence attached)MrBruce pretends he is "all about customer service" but his true self is shown in his ignoring messages and lying about shipment dates and creating tracking numbers to buy himself more time and cover his tracksThe reality is that *** denies customers the right to write reviews or file fraud complaints days after purchaseMrBruce knows thisOnce my delivery date slipped past the day mark, he thought he could get away with doing anything since it would never go on his shop record at ***It was only when I reported fraud to the bank and filed a chargeback that I got his attentionI believe the attached documents clearly show this is a merchant who is misrepresenting the facts in an attempt to divert attention away from his own conductAs far as the ring size changes go: A wedding ring is a personal item meant to be worn for one's lifespanGetting the size exactly right on an un-resizeable ring is absolutely criticalMrBruce ought to know and acknowledge this realityNo one wants their un-sizeable wedding ring to be or size off -- either too tight or too loose, and factors such as alcohol consumption, exercise, and weight loss/gain can greatly affect the ring size so it's important to get it as accurate as possibleInitially in our ordering process I was under the distinct impression that no casting had been done -- it certainly wasn't mentioned early on, as our conversation history showsMrBruce has only decided to mention that my changing sizes as a convenient pretense to act like he re-cast the ringsThere is no evidence that he ever cast the rings and that my sizing change resulted in a delayThe first time he mentioned this story was only after I reported fraudThen, this story about the rings being "cast already" and how the initial sizing changes "caused delays" conveniently surfaced I believe the real issues are: Why did MrBruce create two tracking numbers that never had scanned packages scanned? Why did MrBruce promise in writing to ship the "replacement" set of rings for the "lost" ones by 3/18, and then ignore my inquiries until a fraud report was filed?
Regards,
Grant Eaton

Revdex.com Complaint ID; ***To whom it may concern, Thank you for giving us the opportunity to address this situation for the recordFirstly, when one does business in the virtual world, that is, one without a retail location, there will always be those customers who don't read the shop's policies
before making their purchaseWhen that happens it can escalate to a volatile situation quicklyIt is clear in this case that the customer received the product on time but realized that the rings he ended up with were the sizes he ordered but not the sizes he neededOur policies are very clearBecause every piece of jewelry is custom crafted for each customer specifically, we don't offer returns on our piecesThe rest is just a dissimulation of the truth and because the goal of this customer's complaint is to publicly make slanderous allegations against our shop, I will offer our side of the situationThe customer ordered a size ring on November 30thOur policies state that the current turnaround for our custom pieces is weeks to monthsThat would make the deadline for this ring to ship to be no later than March 30thOn December 6th and after the ring was already in the production queue, he asked to change the original design purchased to a different oneOkay fineOn January 9th, the customer purchased another ring along with a 3-week rushThat size specified was a and mentioned that the original ring should be changed from an to an It's important to note here that the size ring he was asking to change to an had already been castNo worries though as we're all about customer serviceWith the 3-week rush order he purchased with his 2nd ring on January 9th, it gave us a shipping deadline of February 6thOn January 16th he asked to change the size ring to Once again it needs to be noted that this change occurred AFTER the Original size ring was re-cast as well as the original size ring was castNo Worries though as we're all about customer serviceFinally, on February 1st, the Customer let us know that both rings should be made to a size as well as to letus know that the original ring purchased should be of yet another design than what was ordered (and the one that was once changed already)At this point it was getting hard to keep our composure as we've made so many changes to both orders and also realizing that due to the time and materials invested, anything beyond this point we would be loosing moneySo, both rings were finally made to a size and the design changes have all been worked outI informed the customer that because of the last size change on February 1st, we'll need to recast and reset the rush order deadline from weeks from the last change as we're getting into the Spring wedding seasonHe was fine with thatOn March 3rd, the customer's rings were shippedNote that the first ring's shipping deadline was March 30thEvery now and then a package gets lost in the mailThis was just such a caseThe frustration of a customer who has been waiting for his ring's only to have them get "lost" in the mail pales in comparison to a jeweler who has made multiple rings for the same order only to have them get "lost" in the mailAt this point we offered the customer a full refund to which he refusedHe still wanted the ringsWe would have rather given a refund, Cut our losses and called it a day but we're all about customer service and knowing his frustration, we got to work on a replacement setWhen just about finished we created a shipping label to send them off on April 5th and sent him the tracking numberApril 5th came and went and regrettably, Spring wedding ceremonies got the better of usI sent apologies and shipped them overnight service on the 8thThe customer received them on the 9thHe finally got his rings but much to our Surprise was now claiming fraud and any other slanderous charge to try to recoup his purchase priceWe were confused to say the leastAll of those changes and all of that waiting only to react in such a hostile manner when finally receiving the rings? Coming full circle to our original theory, our thought was that he chose the wrong sizes after allThat's itEnd of storyOnce a customer realizes that they've spent a good chunk of money for something they can't wear (and can't return), they'll go to great lengths to discredit a well-established and well-reviewed business by any means necessaryAnyway, thanks again for allowing us a retort to these accusationsWe hope you'll realize that if customer service wasn't a priority to us, we wouldn't take the time to respond, as time is a luxury we certainly don't haveIf you'd like this response e-mailed to you for the public response, please feel free to reach out at my e-mail address below.Sincerely,Rob *** robertWbruce

Though we do regret the fact that this customer feels mistreated by our company, her account of the situation is not correct...Per our policies (which are clearly posted on our [redacted] site), Wood rings have a minimum turnaround of 4 months and we don't offer refunds for them due to the inherent nature...

of the wedding ring business. On occasion, customer's  situations can change which makes for an awkward situation when one attempts to seek a refund for a ring which has already been crafted for them specifically. That being said, In January of this year we were going through our back-orders from the following year when I noticed that this customer's ring was still outstanding from 2015. Never hearing from her about it struck me as odd so I immediately processed her order. Before mailing it I thought it best if I reached out to find out if the address on the order was current. I didn't hear back until just last week almost 4 months later. I could have just sent it without reaching out and my obligation would have been complete but I didn't want the ring to be incorrectly delivered. She demanded a refund and I told her that her ring was completed and ready to be shipped and that I just needed to verify her address. After going back and forth and getting a slew of insults from her I had enough and thought to myself that because it was our fault that her ring was not processed in a timely manner, that if she can send me evidence that she tried to reach out to me BEFORE her wedding showing that she waited at least the minimum turnaround time (4 months) before purchasing another ring, I would refund her money. I asked for the e-mail which would demonstrate this fact and she said that she "couldn't find it" so I sent her ring. She paid for the ring and she finally received her ring. Had I never reached out to her in the first place, she would have forgotten all about it but that's not how we do business. Our reviews stand on their own.Sincerely,Robert Bruce

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the item I purchased was never sent by them due to their error which I have in writing.  There is no policy explaining negligence on their part.  They did not try to reach out to me for over a year and I requested a refund.  Any information pertaining to this issue I can provide in writing including correspondence detailing the Revdex.com, and how they do not feel this complaint forum matters as no one cares about the Revdex.com.  I have also made complaints against this company through other means including government agencies about this person/business.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Both rings fit perfectly. This complain is not an issue of fit, it is an issue of being sent two false tracking numbers (that were electronically generated by Mr. Bruce but never scanned by USPS - evidence attached) and being lied to about shipment times resulting in months or weeks-behind delivery. It is also an issue of having the rings denied and delayed until a credit card fraud report was filed against Mr. Bruce. Mr. Bruce's response about the ring sizes is a fabricated smoke-screen, a diversion tactic to create a false story that the rings don't fit in order to hide behind the fact that in his own writing he gave me false tracking numbers and false promises of shipment dates that were not meet for weeks.We are dealing with someone who openly lied to me and the clear evidence of that is attached. By March 8, Mr. Bruce attached a tracking number to [redacted] which said only that a number had been generated but never scanned. The Post Office always scans items when checking them in, so I feel this tracking number was created as a smokescreen to buy Mr. Bruce more time and create the appearance of a shipment which never was. Creating tracking numbers is easy enough to do. I have received hundreds of USPS packages and the tracking numbers have always been scanned, but Mr. Bruce's never was. I have attached that evidence.As per the attached conversation history, on March 13, Mr. Bruce claimed the rings were lost. He then wrote that he would send new rings on March 18. I waited 10 days, and no rings showed so I sent a follow-up inquiry on 3/28 which Mr. Bruce ignored. Again, on 4/1, I sent another inquiry which was ignored. On 4/5 I sent a 3rd inquiry which was finally acknowledged by Mr. Bruce with a second false tracking number that was created but never scanned by USPS (evidence attached). Mr. Bruce pretends he is "all about customer service" but his true self is shown in his ignoring messages and lying about shipment dates and creating false tracking numbers to buy himself more time and cover his tracks.The reality is that [redacted] denies customers the right to write reviews or file fraud complaints 60 days after purchase. Mr. Bruce knows this. Once my delivery date slipped past the 60 day mark, he thought he could get away with doing anything since it would never go on his shop record at [redacted]. It was only when I reported fraud to the bank and filed a chargeback that I got his attention. I believe the attached documents clearly show this is a merchant who is misrepresenting the facts in an attempt to divert attention away from his own conduct.As far as the ring size changes go: A wedding ring is a personal item meant to be worn for one's lifespan. Getting the size exactly right on an un-resizeable ring is absolutely critical. Mr. Bruce ought to know and acknowledge this reality. No one wants their un-sizeable wedding ring to be 0.25 or 0.5 size off -- either too tight or too loose, and factors such as alcohol consumption, exercise, and weight loss/gain can greatly affect the ring size so it's important to get it as accurate as possible. Initially in our ordering process I was under the distinct impression that no casting had been done -- it certainly wasn't mentioned early on, as our conversation history shows. Mr. Bruce has only decided to mention that my changing sizes as a convenient pretense to act like he re-cast the rings. There is no evidence that he ever cast the rings and that my sizing change resulted in a delay. The first time he mentioned this story was only after I reported fraud. Then, this story about the rings being "cast already" and how the initial sizing changes "caused delays" conveniently surfaced. I believe the real issues are: Why did Mr. Bruce create two false tracking numbers that never had scanned packages scanned? Why did Mr. Bruce promise in writing to ship the "replacement" set of rings for the "lost" ones by 3/18, and then ignore my inquiries until a fraud report was filed?
Regards,
Grant Eaton

Revdex.com Complaint ID; [redacted]To whom it may concern, Thank you for giving us the opportunity to address this situation for the record. Firstly, when one does business in the virtual world, that is, one without a retail location, there will always be those customers who don't read the...

shop's policies before making their purchase. When that happens it can escalate to a volatile situation quickly. It is clear in this case that the customer received the product on time but realized that the rings he ended up with were the sizes he ordered but not the sizes he needed. Our policies are very clear. Because every piece of jewelry is custom crafted for each customer specifically, we don't offer returns on our pieces. The rest is just a dissimulation of the truth and because the goal of this customer's complaint is to publicly make slanderous allegations against our shop, I will offer our side of the situation... The customer ordered a size 8 ring on November 30th. Our policies state that the current turnaround for our custom pieces is 12 weeks to 4 months. That would make the deadline for this ring to ship to be no later than March 30th. On December 6th and after the ring was already in the production queue, he asked to change the original design purchased to a different one. Okay fine. On January 9th, the customer purchased another ring along with a 3-4 week rush. That size specified was a 9 and mentioned that the original ring should be changed from an 8 to an 8.5. It's important to note here that the size 8 ring he was asking to change to an 8.5 had already been cast. No worries though as we're all about customer service. With the 3-4 week rush order he purchased with his 2nd ring on January 9th, it gave us a shipping deadline of February 6th. On January 16th he asked to change the size 9 ring to 8.75. Once again it needs to be noted that this change occurred AFTER the Original size 8 ring was re-cast as well as the original size 9 ring was cast. No Worries though as we're all about customer service. Finally, on February 1st, the Customer let us know that both rings should be made to a size 8.5 as well as to letus know that the original ring purchased should be of yet another design than what was ordered (and the one that was once changed already). At this point it was getting hard to keep our composure as we've made so many changes to both orders and also realizing that due to the time and materials invested, anything beyond this point we would be loosing money. So, both rings were finally made to a size 8.5 and the design changes have all been worked out. I informed the customer that because of the last size change on February 1st, we'll need to recast and reset the rush order deadline from 4 weeks from the last change as we're getting into the Spring wedding season. He was fine with that. On March 3rd, the customer's rings were shipped. Note that the first ring's shipping deadline was March 30th. Every now and then a package gets lost in the mail. This was just such a case. The frustration of a customer who has been waiting for his ring's only to have them get "lost" in the mail pales in comparison to a jeweler who has made multiple rings for the same order only to have them get "lost" in the mail. At this point we offered the customer a full refund to which he refused. He still wanted the rings. We would have rather given a refund, Cut our losses and called it a day but we're all about customer service and knowing his frustration, we got to work on a replacement set. When just about finished we created a shipping label to send them off on April 5th and sent him the tracking number. April 5th came and went and regrettably, Spring wedding ceremonies got the better of us. I sent apologies and shipped them overnight service on the 8th. The customer received them on the 9th. He finally got his rings but much to our Surprise was now claiming fraud and any other slanderous charge to try to recoup his purchase price. We were confused to say the least. All of those changes and all of that waiting only to react in such a hostile manner when finally receiving the rings? Coming full circle to our original theory, our thought was that he chose the wrong sizes after all. That's it. End of story. Once a customer realizes that they've spent a good chunk of money for something they can't wear (and can't return), they'll go to great lengths to discredit a well-established and well-reviewed business by any means necessary. Anyway, thanks again for allowing us a retort to these accusations. We hope you'll realize that if customer service wasn't a priority to us, we wouldn't take the time to respond, as time is a luxury we certainly don't have. If you'd like this response e-mailed to you for the public response, please feel free to reach out at my e-mail address below.Sincerely,Rob [redacted]
robertWbruce