Star Refining

We are very sorry that you were less than satisfied in your experience with [redacted] We are part of a larger group and set ourselves very high standards so it is disappointing when we fall short of the markWe we recently were having technical difficulties with our E-mail service that week and were were unaware and surprised to discover e-mails were not being received for a short period of timeNormally you would have received an offer the very same day we received your itemsWe can only apologise again that you did not receive that same level of service that our customers normally do You also stated that one wedding band was missing when returnedWhen items are received here they are valued individually and placed right back into the same bag we received them in, and are not removed from that bag againThe shipping note mandate that was filled out stated rings were sent in and that is what was received and sent backThe [redacted] record shows this package was signed for as received 31st July and we had no contact from the you or [redacted] at the time stating that the package was tampered with or damaged in anywayAs this is upon receipt days ago there is no further action that can be taken Regards [redacted] Customer Services

Complaint: [redacted] I am rejecting this response because:I do not remember seeing the band again when I took the items immediately to a local buyer and sold everything regardless, it was not worth that much and is gone either way The point is the shady dealings with this company, the emails I never got which supposedly were an offer and a "new" offer, also the promise to send back my items but then not mailing them until I called againThat is not professional behavior especially when you are dealing with people's gold and silver jewelrylastly; the offer was $lower than the local buyer! The local buyer gave me $540! Sincerely, [redacted]

We cannot explain why you did not receive our email offerWe also note that you did not respond to the multiple calls we made to the phone number you provided but for which you would have been made aware of our offer anyway We can only reiterate that for the reasons you state and many more our processes and procedures are extensive and very closely followed to ensure that issues like this do not occur and we do not accept that we received the item you refer to There have been thousands of customers served by us with and this is the only and have had very few complaintsWe are nevertheless sorry that we have not been able to satisfy you on this occasion

We are sorry that you have not been happy with the situationWe note in your email of April you comment that you expected to receive it back in perfect condition but as you correctly point out we do make it clear in our terms and conditions that we will be marking your items as part of the
testing process. Your complaint did cross over with our email offer to you on April 22nd to see if we can effect a repair for youWe cannot accept responsibility for the reasons stated but we will, as a matter of goodwill, see what we can do for youWe did not hear back from you or receive the ring yet in the *** label we sent with our message of April , but we trust you will send it to us soon
Sincerely
* ***
Customer Service

I attach a self explanatory letter which I believe deals with this service issue arising from us missing a message left out of hours
We believe the matter is now
closed

We are sorry that you have not been happy with the situationWe note in your email of April you comment that you expected to receive it back in perfect condition but as you correctly point out we do make it clear in our terms and conditions that we will be marking your items as part of the
testing process. Your complaint did cross over with our email offer to you on April 22nd to see if we can effect a repair for youWe cannot accept responsibility for the reasons stated but we will, as a matter of goodwill, see what we can do for you.We did not hear back from you or receive the ring yet in the *** label we sent with our message of April , but we trust you will send it to us soonSincerely* ***Customer Service

This was a service issue and has now been put rightThere has been a short period while we have had some miscommunications and while we pride ourselves in being very responsive to clients we are very disappointed that this lead to one or two clients not hearing from usWe have now responded and
believe the subject of the client complaint has been dealt with

We are sorry you are having difficulty. We sent an offer by e-mail to you on 7/11 called left message on 7/14 and 7/16 no response. No E-mails no voice messages in our...

mailbox.
Please call us on [redacted] and we will be delighted to settle with you today
Thank you
[redacted]
Customer Care

We are very sorry that you were less than satisfied in your experience with [redacted]....

We are part of a larger group and set ourselves very high standards so it is disappointing when we fall short of the mark. We we recently were having technical difficulties with our E-mail service that week and were were unaware and surprised to discover e-mails were not being received for a short period of time. Normally you would have received an offer the very same day we received your items. We can only apologise again that you did not receive that same level of service that our customers normally do. 
 
You also stated that one wedding band was missing when returned. When items are received here they are valued individually and placed right back into the same bag we received them in, and are not removed from that bag again. The shipping note mandate that was filled out stated 5 rings were sent in and that is what was received and sent back. The [redacted] record shows this package was signed for as received 31st July and we had no contact from the you or [redacted] at the time stating that the package was tampered with or damaged in anyway. As this is  upon receipt 8 days ago there is no further action that can be taken.
 
Regards
 
 
[redacted] 
Customer Services

Complaint: [redacted]
I am rejecting this response because:I do not remember seeing the band again when I took the items immediately to a local buyer and sold everything.  regardless, it was not worth that much and is gone either way.  The point is the shady dealings with this company, the emails I never got which supposedly were an offer and a "new" offer, also the promise to send back my items but then not mailing them until I called again. That is not professional behavior especially when you are dealing with people's gold and silver jewelry. lastly; the offer was $200 lower than the local buyer!  The local buyer gave me $540!
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.  I am still not happy that it took over 2 months to figure out and have warned friends and family to stay away from this company when wanting to sell gold.
Sincerely,
Ryan Mcmanigal

We cannot explain why you did not receive our email offer. We also note that you did not respond to the multiple calls we made to the phone number you provided but for which you would have been made aware of our offer anyway.  
 
We can only reiterate that for the reasons you state and many more our processes and procedures are extensive and very closely followed to ensure that issues like this do not occur and we do not accept that we received the item you refer to. 
 
There have been thousands of customers served by us with and this is the only and have had very few complaints. We are nevertheless sorry that we have not been able to satisfy you on this occasion.