TwoBirch

Dear [redacted] & [redacted] , Thank you for providing feedback regarding your order We take your feedback and comments very seriously sans-serif;"> I was unaware of the open complaint with the Revdex.com until today, so first of all, I apologize for the delay in respondingI am truly sorry for the negative experience you had with us It is very unlike our quality and service, and I am truly disappointed it has been your experience with TwoBirchAs a company, we did make every effort to make it a pleasant and positive experience We spoke via email and over the telephone several times during the purchase and the ensuing several weeks We made sure you had a ring for your ceremony We took back the ring upon your return from your honeymoon to examine the stones and to size it up since you felt that the finger size you requested was too small to be comfortable I know we went back and forth with a few rings that either did not meet your quality standards for fit or stone quality Upon inspection, the stones were the correct quality, but we upgraded you in an effort to come to a satisfactory conclusion with your purchase Upon receiving your last ring, we offered to issue you a full refund plus the $already refunded to you if you would like to return the ring We also gave you the option of allowing you to have the ring fixed locally, and we would reimburse you for the repair, as well as the time/gas/etcassociated with the inconvenience You expressed an interest in having repaired locally, and said it would be about $200, so we issued you a refund, to cover the cost of the local jeweler, gas, inconvenience, etc in the amount of $The purchase price of your ring was $ We have refunded you as follows: $on 5/29/(inconvenience for gas/time to have to pick up, drop off, etc.) $on 8/22/ (fee for local repair plus gas/time/etc.) I understand you had a negative experience with us and I apologize it happenedHaving said that, we did communicate at all times throughout the experience and you were satisfied with the resolution of $towards the $purchase We will gladly extend you an additional $refund or send you a return shipping label so that we can refund you in full for the ringPlease let me know if this is an acceptable resolution You can feel free to reach out to me at any time via phone or emailOur apologies again for the issues you have experiencedThanks ***

Unfortunately I didn't have good experience with TwobirchI ordered a curved wedding bandI didn't think I looked any where as good as pictured on their site but I did like sparke of the Moissanite stone so it was fineI figured it was not a huge investment and I could alway upgrade lateHowever after my wedding reception I noticed a stone missing from the bandI called Twobirch and got a shipping label to send it back and asked if I could change the style and was told no problemI sent the ring back with clear instructions to call or email when received to make the payment for the style changeI didn't receive and communication so I called and yes the had it and where waiting for me to callI spoke with a manager who fixed that situation and assured me my ring would be rushA week later I call to check and was told it is still being worked on and it takes up to weeksI then told her My order was to be rushed and then spoke to the same manager what again said it was being rushedI asked what does rush mean when my original order took weeks and this one is too? I was given not explanation as I am pretty sure the manager does not really careSeems to me customer service is not that importantI have paid for a product and still have nothing to show for it and no idea when I will

Hello Mr [redacted] , Thank you for providing feedback regarding your order We take your feedback and comments very seriously Everything we sell is made to order and generally takes to business days for production Once you place your order we ship based on the shipping method you selected at check out Priority Mail is an additional to days for delivery This means that in general, you will receive your order within about weeks of placing it, which is the time frame within which we did deliver your order That is the reason that you did not receive any communication from the company regarding delivery We were within our time frame for processing We did re-make your ring before shipping it to you because it did not pass our quality inspection You were not notified of this because we were within our production /delivery time frame of about weeks Also, we did not see record of receiving any emails from you on 8/23/ Our company policy is to respond to all inquiries within hours of receiving them I apologize if your experience with our customer support via telephone on 8/27/what less than perfect We do strive for perfection in everything we do You were told your order would ship on 8/29/14, which it did Our system automatically generates order shipment confirmations According to our system, your order was updated as shipped on 8/at 2:PM, which means you should have received notification within a few minutes of that time frame However, it can be marked as spam depending on your email account security settings I understand why you would be frustrated having not received the shipment notification, however, please note that we did upgrade you to Fed Ex Saturday delivery, which is a $service, in order to keep within the time frame promised Ultimately, our goal is that you are happy with your experience at TwoBirch We have gone ahead and given you a $refund towards your purchase in hopes that it will make up for your frustration Thank you for the opportunity to respond [redacted]

Complaint: [redacted] To whom it may concern, I was hoping to close my complaint and resolve it according to Two Birch’s response on Oct "We will gladly extend you an additional $refund or send you a return shipping label so that we can refund you in full for the ring.” If this is possible to convey the message to the company it would be greatly appreciated, because I was unaware that I had to reply via the Revdex.com in order to receive the refundI did not see the email come through, so I didn’t even know that the company reply went through the Revdex.comIf there are any questions in regards to this matter, please feel free to contact me R/S, [redacted]

Hi ***,
First of all, apologies for your experience with TwoBirch. It is very unlike our service. We pride ourselves on
providing impeccable service & quality. In your case we fell short, and I apologize We would like to offer you a full refund on your order. The ring will be shipping no later than tomorrow
Please enjoy the ring compliments of TwoBirch
I hope this makes up for the inconvenience
Thanks
***

Bought my fiancé a ring guard from twobirch, the process was very easyWe used their ezfit mold kit, it allows you to make a mold of your ring and then send it to them then they make a wax replica of your ringThen they make the ring guard to fit and send you the pics and once you approve it takes about week and once the ring ships it was literally sent overnight and we received it the next It was completely gorgeous and it matched our engagement ring perfectly absolutely beautiful

We just purchased my wedding ring (ring guard) from Two Birch two weeks agoTheir customer service was incredibly responsive! I purchased the kit to make a mold of my engagement ring and sent it for them to send me pictures of how my ring would look in various ring guardsVery cool, by the way! I had many questions, they had all of the answersI asked for a little adjustment in the style, and they made it happenI ordered a little too close to my wedding date, but Two Birch came through and made sure my ring arrived on timeI love my ring! I am so happy with the fit and the style! I get compliments every single day and refer people to Two Birch

I purchased a 14k white gold diamond ring guard from Two Birch through their eBay storefront. I cannot comment on their front line staff because the third time I called them to see if I could get expedited service I asked for a manager. I was fortunate to have spoken with their manager, Vianca. While their lead time for the ring was clearly stated to be 7-10 business days, Vianca actually went out of her way to accommodate my request for expedited processing at no extra charge. I received the item before my own personal deadline and the item's quality was simply phenomenal. Their master jeweler did a spectacular job.
I have no idea about the level of internal coordination that they had to go through just to please a customer. All I know is that at the end of the day I am one ecstatic, and very pleased customer. I highly recommend these people to anybody looking for good quality jewelry and exceptional customer service.
I do not normally write reviews, but this is the least I can do for what they have done for me.

Thank you for contacting TwoBirch.
 
Please advise how you wish to proceed.  We can send you a return label and issue you a refund for the ring or we can offer a $100 refund towards the purchase price.
 
Thanks
[redacted]

Unfortunately I didn't have good experience with Twobirch. I ordered a curved wedding band. I didn't think I looked any where as good as pictured on their site but I did like sparke of the Moissanite stone so it was fine. I figured it was not a huge investment and I could alway upgrade late. However after my wedding reception I noticed a stone missing from the band. I called Twobirch and got a shipping label to send it back and asked if I could change the style and was told no problem. I sent the ring back with clear instructions to call or email when received to make the payment for the style change. I didn't receive and communication so I called and yes the had it and where waiting for me to call. I spoke with a manager who fixed that situation and assured me my ring would be rush. A week later I call to check and was told it is still being worked on and it takes up to 2 weeks. I then told her My order was to be rushed and then spoke to the same manager what again said it was being rushed. I asked what does rush mean when my original order took 2 weeks and this one is too? I was given not explanation as I am pretty sure the manager does not really care. Seems to me customer service is not that important. I have paid for a product and still have nothing to show for it and no idea when I will.

We bought my wedding ring from TwoBirch... The delivery was fast & the ring is beautiful & QUALITY!! The communication with customer service was always prompt & very helpful! I would suggest TwoBirch to anyone looking for quality jewelry.

Dear [redacted] & [redacted],   Thank you for providing feedback regarding your order.  We take your feedback and comments very seriously. 
sans-serif;"> I was unaware of the open complaint with the Revdex.com until today, so first of all, I apologize for the delay in responding. I am truly sorry for the negative experience you had with us.  It is very unlike our quality and service, and I am truly disappointed it has been your experience with TwoBirch. As a company, we did make every effort to make it a pleasant and positive experience.  We spoke via email and over the telephone several times during the purchase and the ensuing several weeks.  We made sure you had a ring for your ceremony.  We took back the ring upon your return from your honeymoon to examine the stones and to size it  up since you felt that the finger size you requested was too small to be comfortable.   I know we went back and forth with a few rings that either did not meet your quality standards for fit or stone quality.  Upon inspection, the stones were the correct quality, but we upgraded you in an effort to come to a satisfactory conclusion with your purchase.   Upon receiving your last ring, we offered to issue you a full refund plus the $250 already refunded to you if you would like to return the ring.  We also gave you the option of allowing you to have the ring fixed locally, and we would reimburse you for the repair, as well as the time/gas/etc. associated with the inconvenience.   You expressed an interest in having repaired locally, and said it would be about $200, so we issued you a refund, to cover the cost of the local jeweler, gas, inconvenience, etc.  in the amount of $300. The purchase price of your ring was $1204.  We have refunded you as follows: $250 on 5/29/15 (inconvenience for gas/time to have to pick up, drop off, etc.) $300 on 8/22/15  (fee for local repair plus gas/time/etc.) I understand you had a negative experience with us and I apologize it happened. Having said that, we did communicate at all times throughout the experience and you were satisfied with the resolution of $550 towards the $1204 purchase.   We will gladly extend you an additional $100 refund or send you a return shipping label so that we can refund you in full for the ring. Please let me know if this is an acceptable resolution.  You can feel free to reach out to me at any time via phone or email. Our apologies again for the issues you have experienced. Thanks [redacted]

Beautiful work and excellent quality! They created everything I wanted other jewelry shops said couldn't be done. Response, customer service, and delivery of merchandise is stellar. I highly recommend TwoBirch!

I purchased a ring on amazon and didn't like it. The quality was good but it looked cheap in my opinion. I was able to return it and receive a full refund with no questions asked. I took a second chance and purchased the double prong 6 stone half carat band. My bf and I were on a tight budget so he bought me the sterling silver Cz version of this ring. I am also a firm believer that diamonds are over priced and over rated. My past experiences with cz rings were not pleasant. The rings cz would turnot cloudy and the sterling silver tarnish within just a couple weeks. Not twobirch!!! Almost a year later, this ring is just as gorgeous, shiny and sparkly. The cz's are high quality and look like geniune diamonds
My bf and I decided to tie the knot next year so I went directly to twobirch's website. They have the same 30 day no questions asked return policy as they do on amazon prime. I initially picked a halo style ring. A couple days later, I had second thoughts and wanted the white gold vintage 3 stone engagement ring. I called and within minutes my order was cancelled and my new ring order was placed. His account was credited in 2 business days. Again, no questions asked. After ordering my ring, Vianca was in constant communication with me via email, updating me on the status of my order. I will be receiving my ring on Monday and am anxiously waiting. They upgraded my shipping to FedEx next day delivery due to a delay in making this custom ring. I didn't even ask for this!! Amazing customer service!!! We will be returning when we are ready to purchase the wedding bands. I highly recommend twobirch, especially for those who are on a tight budget.

Hello Mr. [redacted],
Thank you for providing feedback regarding your order.  We take your feedback and comments very seriously.  
Everything we sell is made to order and generally takes 5 to 7 business days for production.  Once you place your order we ship...

based on the shipping method you selected at check out.  Priority Mail is an additional 2 to 3 days for delivery.  This means that in general, you will receive your order within about 2 weeks of placing it, which is the time frame within which we did deliver your order.  That is the reason that you did not receive any communication from the company regarding delivery.  We were within our normal time frame for processing.  
We did re-make your ring before shipping it to you because it did not pass our quality inspection.  You were not notified of this because we were within our normal production /delivery time frame of about 2 weeks.  
Also, we did not see record of receiving any emails from you on 8/23/14.  Our company policy is to respond to all inquiries within 24 hours of receiving them.  I apologize if your experience with our customer support via telephone on 8/27/14 what less than perfect.  We do strive for perfection in everything we do.  You were told your order would ship on 8/29/14, which it did.  Our system automatically generates order shipment confirmations.  According to our system, your order was updated as shipped on 8/29 at 2:08 PM, which means you should have received notification within a few minutes of that time frame.  However, it can be marked as spam depending on your email account security settings.  
I understand why you would be frustrated having not received the shipment notification, however, please note that we did upgrade you to Fed Ex Saturday delivery, which is a $50 service, in order to keep within the time frame promised.
Ultimately, our goal is that you are happy with your experience at TwoBirch.  We have gone ahead and given you a $50 refund towards your purchase in hopes that it will make up for your frustration.
Thank you for the opportunity to respond.  
[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.
Regards,

This company is fantastic to deal with! Awesome products offered and great service! I would gladly do business with them again. They can virtually produce anything in jewelry you request.
Thank you Two Birch!

I ordered a cz ring. I don't know how it passed inspection for shipment, it was awful. I called, they sent a second ring and I returned the first. The second was better, but still not right. They then sent a third, still not right. I am sending back both #2 & 3 for a full refund. I am not willing to go through this again. I spoke with them again today to let them know that I am requesting the refund.

My fiancé found them online (amazon). I bought here a unique but beautiful ring for the engagement. We saw they could mold the ring guard styles to her ring. The molding was easy. 2 birch always replied to my questions. The ring arrived today and it was beautiful.

Complaint: [redacted]
To whom it may concern,   I was hoping to close my complaint and resolve it according to Two Birch’s response on Oct 22. "We will gladly extend you an additional $100 refund or send you a return shipping label so that we can refund you in full for the ring.” If this is possible to convey the message to the company it would be greatly appreciated, because I was unaware that I had to reply via the Revdex.com in order to receive the refund. I did not see the email come through, so I didn’t even know that the company reply went through the Revdex.com. If there are any questions in regards to this matter, please feel free to contact me.  R/S,   [redacted]