Sidney Thomas Jewelry Store

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Hello *** ***,
It is unfortunate that *** *** was dissapointed with the responce from our customer service department
We are very accomodating and work with a customer to make them happyWe stand behind our merchandise
that we
sell and depending on the situation because every situation is different we will repair an item after the usual
year time frameOur customer service department did say they would repair it for her even though it was almost years old
Surely this is not a case for the Revdex.com because an accomodation was offered but unfortunate that it was not the offer the customer
wanted to hearJewelry is unique in that is is much more delicate and more like a piece of art that needs to be cared for and handled
delicatelyThe original accomadation to repair her necklace still remains available to her if she would like to come to our store and speak
to me
Best Regards,
*** ** ***
Store Manager
*** *** ***

Customer ordered a puzzle stool on 11/7. This is an item that ships directly from the vendor and is not stocked by Ross-Simons. We guaranteed Christmas delivery on only in house stocked items. The posted lead time for the vendor was -weeks, which should have potentially
arrived in time for Christmas. The vendor was not able to fulfill and ship the item in time for Christmas delivery, instead the order was delivered on 12/26.Customer was compensated her basic shipping of $7.95, $20,to resend the item and an additional $off the item itself - a total credit of $more than half or her original order total of $Our customer service department had been in touch with the customer through chat, email and phone calls. We continually reached out to the vendor to get this order completed for the customerWe are truly sorry for the delay on this item

Complaint: [redacted]
I am rejecting this response because: I do not live near your store nor am I located nearest to [redacted]. Should I mail it in? Can you provide me with that information? I submitted the form for Ross Simons Online, which is where I had purchased the necklace from, not your actual store. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]

Review: I purchased a necklace 3 years ago, it is real gold and has diamonds in it. On 8/4/14 the necklace broke when I was cleaning it. I am not sure what happened but it came apart. The chain is delicate and I think it may have just come unhinged from the connecting link. I contacted customer service for the company to see if I could either have it repaired or exchanged, some sort of resolution. I rarely wear this necklace, and it was a special occasion that I wanted to last Monday. When customer service contacted me back ( in a reasonable time frame may I add), they basically told me that it was outside of their repair or exchange policy of one year. I could not find this information on their website. I did however find their 30 day return policy. Because this information was not clear, I was extremely offended because I constantly and consistently get emails from this company on the daily, I have heard they were pretty reputable, and I just dont feel that is the service I received. I did respond with how I was offended and the least they should have offered me was the option to repair the item. The agent did reply to day with 1.) the item is outside their 30 day policy and 2.) that I could send it into repairs. I feel the only reason she said that is because I was upset.Desired Settlement: At first I really only wanted them to repair or exchange the necklace for me, but I am a bit perturbed that they didnt even offer that service to me. Due to their lack of customer service, I would like a refund so that I never have to deal with them again.

Business

Response:

Hello [redacted],

It is unfortunate that [redacted] was dissapointed with the responce from our customer service department.

We are very accomodating and work with a customer to make them happy. We stand behind our merchandise

that we sell and depending on the situation because every situation is different we will repair an item after the usual

1 year time frame. Our customer service department did say they would repair it for her even though it was almost 3 years old.

Surely this is not a case for the Revdex.com because an accomodation was offered but unfortunate that it was not the offer the customer

wanted to hear. Jewelry is unique in that is is much more delicate and more like a piece of art that needs to be cared for and handled

delicately. The original accomadation to repair her necklace still remains available to her if she would like to come to our store and speak

to me.

Best Regards,

Store Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not live near your store nor am I located nearest to [redacted]. Should I mail it in? Can you provide me with that information? I submitted the form for Ross Simons Online, which is where I had purchased the necklace from, not your actual store.

Sincerely,

Review: I placed my order online at Ross-Simmons.com for a [redacted] 0n 11/7/14. On the webpage it states "Item Status: Custom Crafted (allow 5-6 weeks for delivery)" 6 weeks would have been 12/19/14. I live chatted 3x and called 2x and spoke to a supervisor. On 12/18/14 I was assured my item would ship and be received this week by 12/26/14. I requested a tracking number from them on 12/22/14 and did not receive it. I was told the website was wrong and should have been updated to 6-8 weeks and that the last day to guarantee Christmas shipping was 11/6/14. All of which were not on there website and still as of today 12/24/14 do not state this. I spoke to [redacted] a rep on 12/18/14 and she stated it was Christmas and they are a popular item and they get backed up so what do I expect. I expect that this is planned for accordingly and that the dates and time frames advertised are accurate. She was extremely rude. I also spoke to [redacted] on 12/24/14 and she had the nerve to tell me I was fortunate at all to be getting my order by 12/30/14 given the holiday. I am not sure how I am fortunate for receiving an order that is late that is paid for. All excuses that as the consumer not only do I not want to hear but are completely unacceptable reasons for not honoring what is published on the website. Had it said 6-8 weeks I would have placed my order somewhere else in order to have gotten it in time, or made other plans. I did receive a call back from supervisor [redacted] who was the only polite person I encountered, she was issuing me a shipping refund as that was the best she could do as the item already shipped and they could not make changes. I contacted [redacted] and they also stated that I could not pay for additional expedited shipping. This apparently was an option last week on 12/18/14 when I called because it had yet to be shipped but the rep stated it was unnecessary as it would arrive late but by 12/26/14.Desired Settlement: I expect to be compensated for the missed shipment as I will not have it for the holidays and will have to ship it myself after it arrives as I will not have it with me for Christmas.

Business

Response:

Customer ordered a puzzle stool on 11/7. This is an item that ships directly from the vendor and is not stocked by Ross-Simons. We guaranteed Christmas delivery on only in house stocked items. The posted lead time for the vendor was 5 -6 weeks, which should have potentially arrived in time for Christmas. The vendor was not able to fulfill and ship the item in time for Christmas delivery, instead the order was delivered on 12/26.Customer was compensated her basic shipping of $7.95, $20,00 to resend the item and an additional $14.98 off the item itself - a total credit of $42.93 more than half or her original order total of $83.36.Our customer service department had been in touch with the customer through chat, email and phone calls. We continually reached out to the vendor to get this order completed for the customer.We are truly sorry for the delay on this item.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,