TwoBirch

Review: We placed an order with TwoBirch.com on August 16th for a diamond emerald ring guard. We received an order confirmation with the order # [redacted] that same day stating it will take up to 5-7 business days for processing and delivery. As of August 23rd we had not heard anything so we emailed to check the status of the order. We did not get any response back by August 27th so we called the company directly. We spoke to a representative that asked for the name, then asked for the spelling and when he paused sounding confused he proceeded to ask for the order #. We provided to order # then was asked to hold twice. We became suspicious at this time if our order was even processed. The representative came back on the phone saying it would ship by August 29th in one sentence but then went on to say there was a quality issue but provided no other details. We then advised that we needed this soon due to it be ordered for vacation. The gentleman asked how soon and we advised in no more than 2 weeks. He took our email address and said he would stay in contact. We are now at 10 business days since order was placed and still no communication or product. They have already taken our money with product to us. We provided the company all contact information on the order and found it frustrating that the company never reached out to express the quality issue for order that will delay processing.We only ordered from this company because it came with good reviews from the Revdex.com. We are just disappointed in the service we have received and the fact that we paid extra for priority shipping and this is has not been received. Thank youDesired Settlement: We would like our merchandise and a discount for the lack of communication and failure to provide additional reasons for the delay of the order. If not anything at least our shipping cost.

Business

Response:

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.

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.

Regards,

Review: Bought a bridal set through twobirchjewelers off of ebay. Item number [redacted]. Advertised as sterling silver, moissanite 2 piece bridal set. Was Buy it Now for $79. Paid for item. Money came out of my account. The next day I was informed the item was unavailable. Responded to email asking when would be available and didn't get a response right away. At time could still pull up exact ring on twobirch.com. Entered a chat with Greg and was told that ring was out of stock, but the price listing was wrong anyway that was the price for sterling silver cubic zircona. That leads me to believe my order was cancelled due to them not wanting to sale at that price point. I have since screen shot my ebay in case they try to remove it like they did on website. I also have a hard time believing they are out of stock when they advertise there rings are custom made to order. Money was returned to my account but I still feel this is false advertisement and I want what I paid for. Any respectable business would have sold at price them removed item so wasn't mistakenly bought again.Desired Settlement: To receive what I paid for at the price I originally bought item for as describe sterling silver with moissanite.

Business

Response:

Thank you for contacting TwoBirch. First of all, I am very sorry to hear that you had that experience. The item was removed both from the site and from eBay because it was listed in accurately. We strive for perfection in our service and product, however, we do at times make mistakes. Your order was cancelled and refunded immediately once we realized the item was not available in that configuration for $79. We also immediately remove it from eBay and our site until we can further investigate the issues associated with the listing.In our FAQ's we also do refer to this situation specifically. I attached it for your convenience. It is rare that we do cancel orders, however, occasionally, we do have to do so.We do apologize again for the error. As a sign of good faith, we can offer you 25% off any item on the site or we can offer the set in silver & CZ at no charge.Please feel free to let us know which of the two options you prefer. Thanks again for your understanding.

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. I will take the sterling silver with CZ in 8.5

Review: I purchased a "Perfect Fit" mold from Two Birch's ETSY store on Feb 26, 2015 unable to find it on their website. We used the mold and sent it back to view rings that would compliment my wife's engagement ring. The mold was sent March 6 via Fedex, and we received the pictures on March 23. On April 26 we purchased the wedding ring guard, and my wife messaged Maria (the only representative from the company we dealt with) to give her the order number so the mold could be used with our order. We were told production time was 1-2 weeks. On May 8th the ring came in, but we were forced to pick it up a 40 min drive one way because it needed a signature and neither of us could be home for a delivery time within working hours. The mold was not used for the ring, so we contacted her and sent pictures showing that the ring did not fit. The ring and diamonds were also dirty. It was returned with a new mold on May 12th with a request to go up half a size. The second ring came on May 20th, and we had to drive 40 mins one way again to pick it up. The ring now fit, but the diamonds looked terrible, and we kept this one in the meantime because our wedding was about 2 weeks away, after calling and was issued a $250 refund for inconvenience. A third ring was received on May 28th, the stones looked great, but the ring did not fit and 1 stone was missing. This was returned, and the 4th ring was received June 5th, this ring wasn't even the same style, and we waited until June 12th due to wedding and honeymoon to deal with. At this point the 2nd and 4th ring were both shipped back later that month. The 5th ring was received July 22nd and the size was wrong and looked like metal was soldered on to the diamond. We notified the company we moved and the address wasn't updated. It was re-routed, and this time the ring was in a jewelry box, unlike before, yet the engagement ring didn't fit. It was agreed that I would take it to a jeweler for correct repair. I was given $300 for the $307+ repair.Desired Settlement: I wish to be refunded for items and services that were unsatisfactory under any terms. Hours were spent by my wife and myself either driving to pick up these rings, return them, dealing with emails and phone calls. 5 trips where at least 1 hour and 20 minutes were wasted driving instead of working, not to mention the skyrocketing price of gas during this time in which the partial refund doesn't even cover. My wife doesn't have her wedding ring from the day of our wedding. I had to settle to get the job done right at another jewelers because I couldn't trust this company to honor the agreement in which I payed for.

Business

Response:

Dear [redacted] & [redacted], Thank you for providing feedback regarding your order. We take your feedback and comments very seriously. 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]