Szul Jewelry, Inc.

Hello, We understand the customer’s frustration and are very sorry for the inconvenience. Unfortunately there was a pricing datafeed error over the course of hours and several orders for diamond jewelry were placed on items at incorrectly discounted pricesWe contacted customers and
explained the error immediately after detecting and offered a an additional coupon of 30% off the sale priceWe also have stated within our policy that in the event of a major pricing error we reserve the right to contact the customer before shipment of the order and correct any refund based on any discrepancyThe customer was immediately refunded in full after the error was detected. The customer was also sent a letter explaining the unfortunate error.We know this was a very frustrating and unfortunate pricing error that occurred across several products and we made every effort to explain to customers the situation and offered alternatives in addition to a full refund as a gesture of our apology.In this case the customer purchased diamond items set in gold with a discounted clearance price total of more than $2000. The system error caused this to be processed for less than 5% of the total valueOnce detected we explained the situation and immediately refunded the customer in full along with a detailed letter explaining the error and a special coupon code for the inconvenience.Customer Care

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 and the matter should be resolved at this point.  We have to await for this band to be created to match the ring in our possession so we wish to have this case remain open for a few days longer than 6 if this is possible.  It was with the last shipment that this problem arose and should this problem occur again, we need a place to let this be known as we lack faith in the ability of the company to uphold this commitment.  Please advise.
Sincerely,
[redacted]

Hi,To provide customer satisfaction to the customer, we are honoring her refund on the for $20.00 back to her account and charging her only the processing fee of $29.95 as mentioned in our email. Refund has been issued today towards the card she provided. Please allow 24-48 hrs for the amount to reflect in your account. Refund (Unique Transaction ID # [redacted]). . If the customer has any additional question, they can certainly reach out to us. Once again, We regret this experience, which does not reflect the service we want to provide. If you have any further questions or concerns, please feel free to contact us.  Thank you. Best Regards,  Customer Care

Customer placed the order on 09/**/2015 and it was delivered on 9/**/2015 via [redacted] tracking # [redacted]. Customer used our return label and shipped the item back to us on 10/**/2015 stating a diamond was missing. We fixed/replaced the stone and sent back the bridal set at no additional...

cost to the customer (shipped via USPS with signature service tracking # [redacted]).  The repaired item was delivered on October **, 2015.  We were not contacted by the customer until January [redacted], over 2 months later stating that the band was missing from the shipment they received on October [redacted].  Our records show both items being shipped back and also find it surprising that the customer did not realize half of the set was missing until over 2 months later.  We offered the customer a cost price on the band.  In order to rectify this we have more recently also offered a FREE band in order to resolve in full.  We are waiting to hear from the customer as to how they would like to proceed.

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 and the matter has been resolved.SZUL shipped the item and I received the jewelry item I ordered. However, the customer care...

response came only after I filed a complaint in Revdex.com. They should have shipped it on the date promised in their late reply (**-Jan-2014).
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 and the matter has been resolved. I still do not recommend purchasing from this company, given the nature of the purchase is so sentimental and meaningful.  I wouldn't trust them with my rings again.
Sincerely,
[redacted]

Review: Background information: In September 2015, my fiancee purchased from Szul Jewelry the most gorgeous engagement ring and bridal set. It came in the mail on September [redacted]. He proposed the next day. On October [redacted], we noticed that two small diamonds had fallen out of the ring already. Because this was so close to the purchase date, Szul graciously allowed us to return it and have those diamonds replaced at no charge. Because we wanted to ensure that both bands were reinforced, we returned both the engagement band and the wedding band.

We were informed that these pieces were to be returned on October [redacted]. Unfortunately, only one ring was returned to us. Because of a miscommunication on our part, this was not noted until we opened the safe to retrieve the ring to show to our friends (strangely, we were trying to advocate for the company). At this point, it was realized that only the engagement ring was returned to us and the wedding band was never returned.

We immediately contacted Szul by email. They did not respond until after we called them after they had failed to respond to the email. The customer service representative told me that there was absolutely nothing she could do because it had passed a certain number of days. No supervisor was available to speak with and there was nothing she could do to help me. An email followed later that night that stated the replacement cost for the wedding band would be $200. This would be an acceptable cost if we had lost the ring. This, however, was not the case. The ring never returned to our care, so how could this be our fault?

As this was happening, I noticed that yet another diamond had fallen out. Despite taking this ring off whenever I clean, sleep, cook, bathe, or even do any work besides typing, this is the third diamond to fall out. This diamond needs to be replaced, but there is now a fee and no shipping label available. This is acceptable. The company could not continue to replace diamonds for people who are rough with their rings and they have no way of truly knowing how careful I am (it is my hope to really wear this for the rest of my life). I only mention it because we are having this issue simultaneously should it arise in this investigation.

When I called again to discuss this situation, I spoke with customer service representative, Dipti. Dipti assured me that she could file for an investigation. She was very frank in the fact that she can't guarantee anything, but at least there would be an investigation. This is more than the first customer service representative offered. She stated that we should receive a response by email on Friday, January [redacted] or Monday, January [redacted]. Because there was a large snow storm that hit NYC over the weekend, we gave them two extra days before responding. It is now, however, January [redacted] and we have yet to receive any information. We need to make sure that this ring is in our care and that no diamonds are loose before the wedding, which is coming up.Desired Settlement: We just want the wedding ring back. We love the set and we were completely satisfied with Szul prior to this incident and really wish to remain satisfied and use them for repairs to their jewelry and any future jewelry purchases that need to be made. However, we will not remain customers if they cannot return what was sent in for repair.

Business

Response:

Customer placed the order on 09/**/2015 and it was delivered on 9/**/2015 via [redacted] tracking # [redacted]. Customer used our return label and shipped the item back to us on 10/**/2015 stating a diamond was missing. We fixed/replaced the stone and sent back the bridal set at no additional cost to the customer (shipped via USPS with signature service tracking # [redacted]). The repaired item was delivered on October **, 2015. We were not contacted by the customer until January [redacted], over 2 months later stating that the band was missing from the shipment they received on October [redacted]. Our records show both items being shipped back and also find it surprising that the customer did not realize half of the set was missing until over 2 months later. We offered the customer a cost price on the band. In order to rectify this we have more recently also offered a FREE band in order to resolve in full. We are waiting to hear from the customer as to how they would like to proceed.

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 and the matter should be resolved at this point. We have to await for this band to be created to match the ring in our possession so we wish to have this case remain open for a few days longer than 6 if this is possible. It was with the last shipment that this problem arose and should this problem occur again, we need a place to let this be known as we lack faith in the ability of the company to uphold this commitment. Please advise.

Sincerely,

Review: I had purchased an item from Szul.com on 6/*/2014, which I also paid extra to upgrade the shipping because I NEEDED the item for an anniversary gift. The order status the first day said 'shipped', so okay great right? WRONG. Apparently the USPS never got the item, just the electronic info stating that Szul.com are GOING TO be shipping an item soon via USPS. Szul.com says it will be shipped out within 48 hours and it's going on six days later, today, on or about to be 6/**/2014, now. I had contacted customer support MULTIPLE times, had gotten no real response whatsoever, just ONE automated response saying that it 'shipped', WHEN IT HASN'T SHIPPED AT ALL. I NEEDED this item by 6/**/2014, but apparently that's not going to happen. Thanks for ruining my first anniversary with my girlfriend Szul.com. Also, if you do decide to eventually send my item, I WILL be getting it appraised, just to make sure, because no actual jeweler would be this incompetent. Hopefully this is just a fluke in the usual flow of service because I was looking forward to doing more shopping, but we will see.

Now if this is in the USPS fault, then I will be filing a complaint with them, but I doubt that's the case seeing as I have gotten no help at all. This could have all been avoided.

-Thanks

order #[redacted]Desired Settlement: I would like my item along with an apology from an actual representative, not an automated one like the responses I've been receiving.

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 and the matter has been resolved.

Sincerely,

Review: I placed an order for four products at GREATLY REDUCED ADVERTISED price. I placed my order on Sunday March **, 2015 and Szul IMMEDIATELY charged my credit card. I received an email conformation for my order on March [redacted] 2015. On March [redacted] 2015, at 9:40 am, I received an email stating that my order was cancelled AT MY REQUEST. I NEVER requested that my order be cancelled. I called them at 10:25am and got an EXTREMELY rude female CSR that tried to over talk me and she said that they sent an email explaining that there was a pricing error. I told her, "No, I did not receive that email". Then at 10:30am on March **, 2015 she sent an email marked "resending email", which was never sent in the beginning, that said there was a pricing error. I have several pictures of "advertised" jewelry (on [redacted] and in my yahoo mail) at a greatly discounted price, but, when you click on the link provided, the prices are at a greatly increased price over what was advertised. They need to be stopped. The page I ordered from had approximately 45 pieces of jewelry at greatly reduced prices, so, the "error" makes no sense. It was a way for them to get and keep my money. They said they have refunded my money, however, it does not show on my bank statement where a refund has been issued. My husband has spent thousands of dollars with this company and they will lose a customer for life because of DECEPTIVE ADVERTISING, which, will be reported to [redacted], amazon and all other companies they claim to be associated with on their website.Desired Settlement: They should have to sell items at the advertised price! And, they better hope that my money is back in my account today. They have had it for 2 days now. Someone needs to hold them accountable and my next avenue of business will be to contact My State Attorney Generals Office and the State of New York's Attorney General

Business

Response:

Hello, We understand the customer’s frustration and are very sorry for the inconvenience. Unfortunately there was a pricing datafeed error over the course of 48 hours and several orders for diamond jewelry were placed on items at incorrectly discounted prices. We contacted customers and explained the error immediately after detecting and offered a an additional coupon of 30% off the sale price. We also have stated within our policy that in the event of a major pricing error we reserve the right to contact the customer before shipment of the order and correct any refund based on any discrepancy. The customer was immediately refunded in full after the error was detected. The customer was also sent a letter explaining the unfortunate error.We know this was a very frustrating and unfortunate pricing error that occurred across several products and we made every effort to explain to customers the situation and offered alternatives in addition to a full refund as a gesture of our apology.In this case the customer purchased 4 diamond items set in gold with a discounted clearance price total of more than $2000. The system error caused this to be processed for less than 5% of the total value. Once detected we explained the situation and immediately refunded the customer in full along with a detailed letter explaining the error and a special coupon code for the inconvenience.Customer Care.

Review: Purchased "1/2 Carat Three Stone Diamond Pendant in 10k White Gold"(Order # [redacted]) on Jan **, 2015. On the website it was said that it would be shipped out in 2-4 business days. The expected ship date was updated on website to be **-Jan-2015. It was not shipped until **-Jan-2015. So I opened a ticket on their website and received no reply on the ticket. Then I replied to the ticket email and wrote to customer service. I got a reply assuring the prompt shipping and shipping upgraded to 1-2 days. Today is *-Feb-2015 and still there is no shipping notification e-mail. By the way, in the response e-mail, there were the responses to other people with the same assurance and they were attached by mistake from the customer service rep. There I came to know that it is their usual practice to not ship on time and give false promises to customers. Never buy from them.Desired Settlement: Delivery of order in next day shipment

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 and the matter has been resolved.SZUL shipped the item and I received the jewelry item I ordered. However, the customer care response came only after I filed a complaint in Revdex.com. They should have shipped it on the date promised in their late reply (**-Jan-2014).

Sincerely,