Aloha ***,We received your letter on the Complaint ID# ***We apologize for not responding sooner, the letterdated January 5, is the first time we were made aware of the complaint.Mr*** placed an order online on 12/13/for a Custom Engraved Sterling Silver Hawaiian
Bracelet.On the same day Mr*** emailed us requesting for his wife to pick up the bracelet at one of our storesin HawaiiWe then responded to his request asking him to fill out the required forms.Jewelry companies like ours are at a very high risk of credit card fraud given the value on the items we sell.We have many attempts made every year, especially online or via the phone, for amounts ranging fromhundreds to thousands of dollarsOur company policy is to ship only to the Billing Address as we use AVS/*** Address Verification to confirm and protect not only our company but also our customers frompossible credit card fraudWe also require a signature on all our packages that are shipped.In order to be more accommodating to our customers, we make exceptions, including in-store pick up &alternative ship to address.For shipping to another address, we ask our customers to fill out a "Credit Card Authorization" form andreturn it with a proof of identification so that we can compare and confirm their signature matches thecompleted form.For in-store pick up, a customer is just required to bring their ID & the credit card they used to make thepurchaseUpon piwe confirm the customer’s identity, check the credit card matches & obtain asignature on the credit card receiptCustomers requesting an in-store pick up would NOT be required to fillout the “Credit Card Authorization” forms.Because Mr*** was requesting for his wife to pick up the bracelet and was not going to be present atthe time of piwe asked him to fill out Credit Card Authorization form.Mr*** did call us on Monday 12/and informed us he did not have the means to complete the formsand that we should ship it to the billing address.We then received the attached emails from Mrs*** including the final one asking for a cancellation.Unfortunately the order was already processed and the custom name had been cut.Please also note that Mr*** was the customer, he is the one who placed the order online, and he wasalso the one who requested we ship it to the billing address on 12/15.After 12/15, Mr*** did not contact us again nor make any request to cancel his order.Even if we hadn’t begun production on the bracelet, we could not cancel the order or make any changes perMrs***’s request, as she did not place the order.Tradition Lives On…*** *** *** * *** *** *** * *** *** * *** ***We understand that our policy may be an inconvenience for our customers, but protecting our customersand our company is a responsibility we don’t take lightlyMost of our customers understand and oftenappreciate the extra steps we require.We understand from Mrs***'s email that the Credit Card Authorization form can be misunderstoodand we will review the wording on the forms and make any required changes.We also understand Mrs***'s frustrations with the policy, but we did follow through with the order andrequests of Mr***Because of this we cannot fulfill Mrs***’s request for a refund of $but wewould like to send Mr*** a $gift card that Mr*** or his wife could use on a future purchase.I have attached a document that contains emails exchanged with Mr& Mrs*** as well as our CreditCard Form & a screenshot from our website checkout page (https://rhhj.com/checkout.php) that states ourpolicy & requirements before you start the checkout process.If you have any follow up questions please feel free email or contact us.Mahalo,Patrick B***
Complaint: ***
I am rejecting this response because:
I do not agree with what the company's CEO is saying. The jewelry company is Hawaii-based. I feel they should cater to people living on the island. All the employees I have come in contact with about this situation do not have good customer service because they failed to listen to us, the customers. My husband is a customer, and as his wife I am also a customer because I am the recipient of the bracelet. My husband did ask them if it was ok for me to pick up the bracelet in the store and whoever he spoke to said your wife would just have to bring in an ID. The forms are very misleading and do not make any sense. There should be a special form specifically made if a person will be picking up the product, especially in this case being that it was a GIFT. My husband is in the army and stationed in *** ***, Kansas. I am his wife and I live in Hawaii with our kids. The company did not take any consideration into account that this was a special case scenario. What kind of fraud would have taken place? My husband paid for the bracelet with the same bank account as me. My first name was engraved onto the bracelet. The transaction pretty much had been completed at that point. All they had to do was take a look at my ID, see that my first name was engraved on it, and I would be on my merry way. My husband already paid for the bracelet and had spoken to them more than once, giving them the verbal ok. My husband is non-confrontational like most men are and out of frustration told the company to just ship it all the way to Kansas, then he would pay for an insured priority mail package and ship it back to Hawaii where it originated from because no matter how ridiculous that sounded, they were insistent that they needed to have those forms filled out even if the wording did not make sense. I am a conservative person and I do not like to waste resources or valuable time. My husband just got stationed in Kansas so he does not have our computer or printer or anything like that shipped to the house yet so asking for all these forms to be completed was an extreme inconvenience to him. Since the jewelry company will not refund us the wasted shipping fee we will just take the loss and never give our business to them ever again. This is my third time I am getting a bracelet from them and I am extremely unsatisfied with the way this company handled our order. The $off will be useless to my husband and I as we will never buy anything from this store again because we do not want to be hassled or inconvenienced
Sincerely,
*** ***
Aloha ***,We received your letter on the Complaint ID# ***We apologize for not responding sooner, the letterdated January 5, is the first time we were made aware of the complaint.Mr*** placed an order online on 12/13/for a Custom Engraved Sterling Silver Hawaiian
Bracelet.On the same day Mr*** emailed us requesting for his wife to pick up the bracelet at one of our storesin HawaiiWe then responded to his request asking him to fill out the required forms.Jewelry companies like ours are at a very high risk of credit card fraud given the value on the items we sell.We have many attempts made every year, especially online or via the phone, for amounts ranging fromhundreds to thousands of dollarsOur company policy is to ship only to the Billing Address as we use AVS/*** Address Verification to confirm and protect not only our company but also our customers frompossible credit card fraudWe also require a signature on all our packages that are shipped.In order to be more accommodating to our customers, we make exceptions, including in-store pick up &alternative ship to address.For shipping to another address, we ask our customers to fill out a "Credit Card Authorization" form andreturn it with a proof of identification so that we can compare and confirm their signature matches thecompleted form.For in-store pick up, a customer is just required to bring their ID & the credit card they used to make thepurchaseUpon piwe confirm the customer’s identity, check the credit card matches & obtain asignature on the credit card receiptCustomers requesting an in-store pick up would NOT be required to fillout the “Credit Card Authorization” forms.Because Mr*** was requesting for his wife to pick up the bracelet and was not going to be present atthe time of piwe asked him to fill out Credit Card Authorization form.Mr*** did call us on Monday 12/and informed us he did not have the means to complete the formsand that we should ship it to the billing address.We then received the attached emails from Mrs*** including the final one asking for a cancellation.Unfortunately the order was already processed and the custom name had been cut.Please also note that Mr*** was the customer, he is the one who placed the order online, and he wasalso the one who requested we ship it to the billing address on 12/15.After 12/15, Mr*** did not contact us again nor make any request to cancel his order.Even if we hadn’t begun production on the bracelet, we could not cancel the order or make any changes perMrs***’s request, as she did not place the order.Tradition Lives On…*** *** *** * *** *** *** * *** *** * *** ***We understand that our policy may be an inconvenience for our customers, but protecting our customersand our company is a responsibility we don’t take lightlyMost of our customers understand and oftenappreciate the extra steps we require.We understand from Mrs***'s email that the Credit Card Authorization form can be misunderstoodand we will review the wording on the forms and make any required changes.We also understand Mrs***'s frustrations with the policy, but we did follow through with the order andrequests of Mr***Because of this we cannot fulfill Mrs***’s request for a refund of $but wewould like to send Mr*** a $gift card that Mr*** or his wife could use on a future purchase.I have attached a document that contains emails exchanged with Mr& Mrs*** as well as our CreditCard Form & a screenshot from our website checkout page (https://rhhj.com/checkout.php) that states ourpolicy & requirements before you start the checkout process.If you have any follow up questions please feel free email or contact us.Mahalo,Patrick B***
Complaint: ***
I am rejecting this response because:
I do not agree with what the company's CEO is saying. The jewelry company is Hawaii-based. I feel they should cater to people living on the island. All the employees I have come in contact with about this situation do not have good customer service because they failed to listen to us, the customers. My husband is a customer, and as his wife I am also a customer because I am the recipient of the bracelet. My husband did ask them if it was ok for me to pick up the bracelet in the store and whoever he spoke to said your wife would just have to bring in an ID. The forms are very misleading and do not make any sense. There should be a special form specifically made if a person will be picking up the product, especially in this case being that it was a GIFT. My husband is in the army and stationed in *** ***, Kansas. I am his wife and I live in Hawaii with our kids. The company did not take any consideration into account that this was a special case scenario. What kind of fraud would have taken place? My husband paid for the bracelet with the same bank account as me. My first name was engraved onto the bracelet. The transaction pretty much had been completed at that point. All they had to do was take a look at my ID, see that my first name was engraved on it, and I would be on my merry way. My husband already paid for the bracelet and had spoken to them more than once, giving them the verbal ok. My husband is non-confrontational like most men are and out of frustration told the company to just ship it all the way to Kansas, then he would pay for an insured priority mail package and ship it back to Hawaii where it originated from because no matter how ridiculous that sounded, they were insistent that they needed to have those forms filled out even if the wording did not make sense. I am a conservative person and I do not like to waste resources or valuable time. My husband just got stationed in Kansas so he does not have our computer or printer or anything like that shipped to the house yet so asking for all these forms to be completed was an extreme inconvenience to him. Since the jewelry company will not refund us the wasted shipping fee we will just take the loss and never give our business to them ever again. This is my third time I am getting a bracelet from them and I am extremely unsatisfied with the way this company handled our order. The $off will be useless to my husband and I as we will never buy anything from this store again because we do not want to be hassled or inconvenienced
Sincerely,
*** ***