Tracaron Designs, Inc.

This is in reference to a complaint from a joint IMS Direct Charge/ PalmBeach Jewelry customer, [redacted]. Our call center has pulled the order and billing complaint calls from this customer and she appears to have ordered and received the items in question.  I have listened to all of...

the calls and attached them in case you want to hear them (warning – the 4/30 call is verylong). Below is a summary of the calls from our supervisor: I was able to locate 3 calls from this customer. The first order was placed on 4.30.15, order #42559728. This was a very basic order fielded by [redacted]. The customer ordered 2 items, item #23748 and #51642 totaling $278.93.  The credit was approved and the order was shipped. There were no upsells on this order. The second call was made on 5.1.15 in which the customer spoke [redacted], order # 42560324. She ordered 2 items, item #37154 and #46178 totaling $499.93. The customer made the comment that she had just placed an order on 4.30 but wasn't sure she wanted those items, and that she would send the one she didn’t like back. The order was approved and shipped. There were no up sells on this order. The third call from the customer was made on 5.19.15, and this is where it gets weird. The customer spoke with [redacted] and told him that she received a bill in the mail for over $700, and that she did not did order with us. [redacted] was polite and asked for the  phone number to look up the account so he could assist. The customer refused and said she had an account number instead. The account number provided was for IMS so [redacted] again politely asked for a phone number. The customer became upset and said "I'm not providing you with my phone number" and then demanded to be transferred to the billing department. [redacted] transferred her as requested (This would have transferred her into the Direct Charge phone system so I have no record of those calls.) All 3 calls were from the same phone number and the voices appear to be identical. There are no more calls after this.  Based on the tracking and the calls, we believe she ordered and received the all items above, including 37154 & 46178 resulting in the disputed amount $499.93 (the 5/1 call). We would be happy to refund her purchase price once she returns the items.  The customer has already been refunded $199.99 for item 23748 ordered 4/30 and returned 5/14. Please let me know if you have any questions. Thank you,[redacted]

We have been trying to reach Patricia because we would like to get her complaint resolved, but she won’t return our emails or calls. We will keep trying to reach out to her, but I wanted to let you know that we are working on this. they can call us at ###-###-####.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted] However, they sent both broken bracelets back with no explanations

Good morning, I'm very upset because Direct Charge called me several times within the two years of this order. I told them that I didn't receive the items I ordered and when I didn't receive then I though the credit wasn't approved.  During the time of this process I was in and accident and I have 2 major surgeries, Direct Charge called and I couldn't talk because I was taking a high dose of pain medicine. I explain then to the representative who called about the items, I mention that the items I order I never got them and that my box on this complex is in the middle of the complex.  I asked them if they had a signed receipt saying that someone sign for the items. I was told no signature was needed and that they have proof that the items was delivered.  Just because the items was delivered doesn't mean it was delivered to me.  I don't understand why a company can do this to customers and get away with this..  The manager who called me was very rude and he should be fired. Once they found out I filed a complaint that's when another manager called me.  They offer me a 25% off on my next purchase. What kind of company are they?  That offer sounds fishy to me. This company is ripping people off...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Theda [redacted] to Revdex.com fFrst of [redacted] is a person that has scammed her on some other items. Like ordering credit cards in her name. Mrs [redacted] is 90 years old. My name is [redacted]. I am her attorney and I am representing her. Somebody named [redacted] got ahold of her and ordered some things her name. Everybody tires to rip this old lady off. She is 90 years old I gurantee u she is not stupid. She never gives credit card information over the phone. Hasn't for years. If direct watver told her it was free maybe she was suckered into believeing she was getting something. Which I believe is closer to the truth in this matter.  . I guarantee you she never got any item.... .As I protect her from unscrupulous events that come her way.  call me at 5042525369 and we can discuss this futher. They have a bad rating by the way I looked this company up.

We have reviewed this order and tracking shows delivered. However, as a one-time courtesy we have refunded the customer in full ($526.69). It is strongly recommended in the future that if she lives in a remote area, she should use express shipping instead of USPS.

We received another Revdex.com message from Kristin asking how old her bad debt was. We want to let her know that bad debt is not the same as bankruptcy. Bad debt results in not paying your bills. The unpaid amount is charged off as a profit/loss account.Acct #73253727229O (Montgomery Wards) was charged off 9/27/08 for $113.40. It hasn’t been reported to the credit bureaus.Acct #73253727284A (Swiss Colony) was charged off 7/22/95 for $159.98. Direct Charge last reported it to the credit bureaus 12/2/01.Acct #06484552284A (Swiss Colony) was charged off 8/15/98 for $53.54. Direct Charge last reported it to the credit bureaus 11/7/04. Please let us know if that answers her questions and if there is anything else we can do for her.

This was an order for item 6701, size 6, a 4 TCW CZ Solitaire Ring. This order was placed by phone on 1/6/16 at 6:34pm. I can obtain the recorded order call from our call center, if necessary.USPS tracking # [redacted] shows delivered on 1/14/16 at 11:13am. Thank you,

Ms. [redacted] appears to be a little confused on when she ordered and when she contacted us. She returned one item within the allowed return policy ([redacted], that is the refund of $54.04).This week, she contacted us outside of the return policy (90 days) regarding item 47512-9 and then immediately...

contacted the Revdex.com. Since she is stating that her item is defective, we have issued a refund and will send a return label so she can return the defective item at our expense and we can inspect it and check our stock. The refund to her Direct Charge account  is $149.99.[redacted],Please refund any associated Finance Charges.In the Revdex.com complaint, Ms. [redacted] requested closing her account.  Once the credits have been posted, will you please have someone from your team contact her to see if she is satisfied from a credit perspective?Thanks[redacted]

We wanted to inform Danielle that this order was placed too long ago and it’s past our return/exchange policy. She claims never receiving the package, but if she would’ve contacted us right away we could’ve ordered a re-ship at no charge to her. We understand these things happen sometimes, but our...

policy has a time limit for a reason because we may not have the same products and colors two years later. Our [redacted] was able to reach Danielle this morning and explain the situation over the phone and she understood and accepted the information.Please see the screenshot below that shows the order was placed two years ago. We would like to apologize to Danielle and we appreciate our PalmBeach Jewelry customers.

I wanted to let you know we have spoken to Judith and we issued a refund on her credit card today 10/21/16 for $146.94 plus the shipping charges.We would like to apologize again to Judith and thank her for being valued PalmBeach Jewelry Customer.Please let me know if there is anything else...

we can do or if you have any questions. Jodi,Please remove any fees from her account regarding this item on your end.

I wanted to let you know that Chandra’s Direct Charge Account was credited in full on 3/17/18. Jody at Direct Charge has confirmed that her balance is zero, and she won’t be receiving anymore bills.We would like to apologize to Chandra and thank her for being valued PalmBeach Jewelry Customer.Please...

let me know if there is anything else we can do or if she has any questions.

On 11/15/10, we received an order and invoiced $60.94 under the name of [redacted] at the same address.  With finance and late charges, the balance is $117.04 .The first notification to us was dated 2/22/16 when she called stating she did not place this order. Since the...

order was dated in 2010, we were not able to provide her over the telephone the order detail of what was ordered. On 2/27/16, the account was coded as fraudulent and the credit bureau trade line will be deleted. The account has been resolved. Please let me know if you need any additional information. Regards,

I wanted to let you know we have spoken to Willie and we issued a refund on his credit card today 11/1/16 for $106.99.We would like to apologize again to Willie and thank him for being valued PalmBeach Jewelry Customer.Please let me know if there is anything else we can do or if you have...

any questions. Jodi,Please remove any fees from her account regarding this item on your end.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Consumer states that the jeweler will be sending the letter within the next few days.
Regards,
Stacey [redacted]

I wanted to let you know we spoke to Joann to let her know that we issued a refund yesterday (2/15/2018) for $49.00 as a one-time courtesy for her over payment. Please allow up to 10-20 days for this refund check to process and get mailed to her. We would like to apologize to her for the...

inconvenience and thank her for being valued PalmBeach Jewelry Customer.Please let me know if there is anything else we can do or if you have any questions. We have confirmed with Jody at Direct Charge that her account has a zero balance, and she won’t receive any further letters. The last letter must have been bad timing.

I am writing in reference to complaint ID [redacted]. We have attempted to resolve this situation with the customer but appear to be at an impasse. Ms. [redacted] has made several complaints so I want to address all of them again at this time. This purchase was a combined effort by PalmBeach Jewelry providing the merchandise, and Direct Charge providing credit to the customer for her purchase. At times in this process, Ms. [redacted] has spoken with both entities. The original complaint was regarding item 5526210, a ring, which shipped to the customer 5/9/16. On 6/20/16, the Ms. [redacted] contacted PalmBeach Jewelry regarding the return of the item. However, nothing was sent back to us at that time. In September, the customer contacted us again several times, beginning 9/7 (121 days after ship date), and the customer service agents stated our policy which allows for returns at 90 days . On 9/23, as a one-time courtesy, we made an exception and attempted to reach the customer, leaving messages to confirm whether she wanted a replacement or a refund of this item. On 10/3/16 we heard from Ms. [redacted] and she requested a refund. That day we processed a credit of $146.94 (Item $129.99 + Shipping $16.95) to her Direct Charge account. Direct Charge posted this credit to her account on 10/5. On 10/10, Direct Charge also credited the customer for $15.06 in Finance Charges related to this purchase. This left her Direct Charge credit account with a credit balance of $36.80 which was sent to her in the form of a refund check on 10/21/16. This means Ms. [redacted] was refunded in full for this purchase. The 2nd complaint (response of not satisfied) was regarding one of our agents who stated our 90 return policy. I believe this response was made on 9/29. I have reviewed the account and per the notes, the conversation regarding the return policy took place on 9/9/16. At the time of this response of ‘not satisfied’, we had already left a message to determine whether Ms. [redacted] wanted a refund or a replacement. No one refused to give an address at any time during this process and no reference was made to the 90 day policy after our decision to refund/replace on 9/23. The 3rd complaint (response of not satisfied) states that the refund to Ms. [redacted]’s Direct Charge account did not happen. Jody has confirmed that all charges have been credited and the amount that Ms. [redacted] had paid on her account was returned to her in the form of a refund check ($36.80, noted above). It does take a couple of business days for a credit from PalmBeach Jewelry to be received and processed by Direct Charge but the credit hit her account 10/5/16 and the refund check was processed 10/21. As you can see both PalmBeach Jewelry and Direct Charge have made every reasonable concession, including refunding the purchase of this ring without it being returned to us. Please review and advise if you see anything that we have missed in an effort to satisfy this complaint.

there was a typo below we actually refunded her $449.99

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11705252, and find that this resolution is satisfactory to me. 
Regards,
Spencetta [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]