Uctuk LLC

According to ***.com: Tracking # [redacted] "Your item departed a transfer airport in [redacted] , [redacted] , [redacted] on January 20, at 4:pmThe item is currently in transit to the destination."In the event it is lost in transit we will file an insurance claim as we did insure the package At which time once the customer submits a confirmed statement that the item never arrived we can issue a refund Customer may submit a signed letter on 02/14/ The insurance company requires a signed letter, an electronic copy is fine but it must be signed by [redacted] [redacted] as this is who the package was shipped to Thank you

Complaint: [redacted] I am rejecting this response because: It is not my responsibility to communicate with U-PIC to resolve Uctuk LLC's insurance claims issues.There is no fraud on my part, I have not received the item, nor have been refunded the price of the item Regards, [redacted]

I made a mistake as I was not aware of the day time limit imposed by U-PIC for filing insurance claims on packages shipped outside of the US I was made aware of their time frame when I attempted to file the claim I update customer on the process and will file the claim on 02/21/ Customer has copied you on all communications between us and you can see I encouraged him to contact U-PIC to get more details on the claims process if he was interested They have policies in place to combat Insurance Fraud I will follon 02/21/

[redacted] Hello ***,Thank you for touching base with me, but I am still waiting to receive the ring that the supplier claims has been returned to meI have checked the tracking and it appears to be still in transit: [redacted] Please see the original shipping instructions:--------- Forwarded message ---------- [redacted] Hello ***,Your order has shipped(Order#: [redacted] placed on 12/3/2014)Carrier Tracking Number Date Shipped [redacted] 12/3/12:00:AM [redacted] 1/14/12:00:AMPlease visit the carrier's website for tracking or delivery confirmation:www.***.com or www.***.com or www.***.com Orders shipped via [redacted] - IMPORTANT NOTE: For some high value items a signature may be required Please refer to your [redacted] tracking number at www.***.com for details.For orders shipped outside of the [redacted] tracking will not be available via www.***.comPlease allow to weeks for delivery outside of the ***You will NOT be able to track your package unless it was shipped via ***, ***, or [redacted] mailThis is only typical for items of high valuePlease refer to our Day Return policy if you need to return your item for an exchange or refund: www[redacted] ring.com/returns.aspThanks again for your business! Please remember the charge will appear on your credit card statement from Uctuk, LLC.Visit us anytime at http://www[redacted] ring.com/ Enter our Find us on [redacted] !I am not sure how you deem this issue closed when I have not received the item....?Please re-contact Uctuk and request my refund.Thank you, [redacted] (On behalf of [redacted] - fiancee)This message originally read on 2/3/[redacted] [redacted] [redacted]

Per our Return Policy: "Item must be in the same condition as it was shipped to you with its original ring boxAll our rings are brand new and never wornIf the ring is damaged, worn, scratched, bent or otherwise not in the condition as it was sent to you it will not be accepted Tag must be on returns to qualify for an exchange or a refundDo not remove the tag until you determine you wish to keep the ring."Above is a copy of a portion of our return policy The full policy is listed:http://www[redacted] ring.com/returns.aspOn the packing slip sent to the customer with the ring we clearly state:"We are happy to issue exchanges or refunds for unworn and unused-items Returns must be in their original boxes, with tags or wires on them." We received customer's return on Friday 01/it was processed on Tuesday 01/because we process returns Tuesdays through Thursdays Per our return order form that the customer also returns with any exchange:"We respectfully request for your patience as it can take up to week to process your exchange requestExchanges are processed Tuesdays through Thursdays in our officeWe try our best to speed up this process when we can and appreciate your patience! Refunds are issued upon processing of request."Upon inspection I determined the ring could not be resold (Please seen attached pictures) Nor could it be polished and cleaned up Returns are received and stay in their packing material until processing We have no reason to do anything with them other than leave them in their boxes and put them back on the shelf for resale Those that cannot be resold are forwarded to me I understand the customer feels she did not return it to us in bad shape but it had been worn and was not in the same condition as we shipped it to her The ring was shipped to the customer on 12/03/and received on 12/05/therefore it was in her possession for over a month prior to return I cannot speak to what happened to it while it was in her possession I can only say we are a business that deals with returns and exchanges on a daily basis We know people are purchasing something sight unseen other than a picture on the internet We have no reason to deny a return as long as we can resell the item However when someone wears something to the point that it is scratched and damaged we cannot take it back We take pictures of the item for our records and return said item to the customer.In email correspondence to us the customer states: "I suspect the damage you claim was rendered upon the ring during the four days at your facility between item receipt and time of photos taken." In the complaint here she also states this and “The photographs provided could be of any ring as the order form nor any identification relating to my purchase was not included in the photograph.” Her claim that we would have damaged the product or switched the product is baseless We have no reason to damage an item returned because we can resell it The only time we cannot resell something is when it is returned damaged, not in new condition.I refunded the $she had paid to us for the original shipping This refund was made on 01/16/to the [redacted] card ending in I did not have to do this as shipping is non-refundable even in the case when an item is returned in good shape, but felt I could do that much for her as she had incurred expense to return the ring to us but upon inspection we deemed it was not in resale condition We shipped it back to her at our expense as well The [redacted] tracking number for that return shipment is [redacted] that was sent on 01/14/15.There is nothing more I can do for this customer as the ring did not qualify for return per our return policy The ring is now on its way back to her

Refund was issued to [redacted] card ending in [redacted] on 02/22/ An email regarding this was sent to Mr [redacted] on the same day Not sure what more I am able to do as a full refund has been issued

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*** *** *** *** *** *** *** Hi ***,It appears the case is not yet closed.I have contacted Uctuk LLC and sent them the letter requestedHowever, it appears now their instructions are different to what they told youI am now being told there is a day waiting time (see email below).I have supplied elements B and D in the letter dated February (attached); elements A and C can be provided by Uctuk LLC.Frankly I'm disappointed to be given the run-around and would like this resolved ASAP.Thank you for your continued help in this matter,*** ***---------- Forwarded message ----------From: Sales@***ring.com Date: Sun, Feb 15, at 11:PMSubject: Re: Fwd: Your order has shipped...To: ***[email protected]*** - I was mistaken, for lost packages U-PIC requires we wait days for orders shipped outside of the US From U-PIC: Fill out claim form completely and file within days from date of shipment.For lost parcels, you must wait days for domestic and days for International and AP0/FPO shipmentsFor shipments to Italy, you must wait days before filing.Please submit the following pieces of information:A copy of the original invoice to the consignee.A signed letter from the consignee stating the following:1) Date the package was mailed.2) Invoice or auction number.3) Description of product.4) If loss, state parcel never recieve; if damage, state description of damage and repairable.5) Signature and date.If Claim is for damage, please state if repairs are possible, the cost of the repair and any salvage value if not repairable.If mailed with Delivery Confirmation, a copy of the tracking number.Freight charges are only recoverable if the freight value is declared in the insured value.If you have any questions, please call our office at 800-955-4623, option for claims.I recommend you contact them if you have any questions about their day policy I was not aware of this until I tried to file the claim On 02/21/I will file the claim Thank yoU!***------www.Uctuk.comYour source for specialty rings!Original Message----------------Subject: Re: Fwd: Your order has shipped...From: ***[email protected]: "Sales@***ring.com" Date: 2015-02-14:40:46Hi ***,Thanks for letting me know, but your previous instruction alluded to sending the claim by Feb 14.I await your further communication and issuance of refund.Thank you,*** ***On Feb 14, 9:AM, "Sales@***ring.com" wrote:Dear Sir - U-PIC, our insurer states we must wait days past the date of shipping in the event of a lost package shipped internationally On 02/21/I will file the claim For further details on their claims process please visit: http://www.u-pic.com/ClaimsAbout.aspxThey will contact you once the claim has been filed for further details regarding the loss Thank you!***------www.Uctuk.comYour source for specialty rings!Original Message----------------Subject: Re: Fwd: Your order has shipped...From: ***[email protected]: "Admin *** Ring" Date: 2015-02-09:47:17Hello,Please see my letter attached stating non receipt of the item to be returned (Tracking Number: ***) and refund request.Thank you,*** ***On Fri, Jan 16, at 1:PM, Admin *** Ring wrote:*** - *** has forwarded me your concerns regarding your ring First off I am very sorry for the hassle you you are having We do try to be very clear in all our literature and on our packing slips we can only process exchanges for items that are unworn and undamaged We process many exchanges and returns in our line of work, and anticipate this because we are selling something people wear and need to make a decision based on a picture alone We are also a small business so we try to keep our costs down To do this however we can only take items back that we can resell Your ring was received on Friday 01/ It was processed on 01/because we are not open on the weekends, and because of the state of the return it was forwarded to me for inspection I took the picture on Tuesday the 14th Upon inspection I determined the ring could not be resold Nor could it be polished and cleaned up Returns are received and stay in their packing material until processing We have no reason to do anything with them other than leave them in their boxes and put them back on the shelf for resale Those that cannot be resold are forwarded to me I understand you feel you did not return it to us in bad shape but it had been worn and was not in the same condition as you received it The ring was shipped to you on 12/and received on 12/therefore it was in your possession for over a month prior to return. I can issue a refund of the $you paid to us for shipping, but I cannot take the ring back as it is not in new condition This is all I can do at this point The ring has been returned to you via USPS.Regards,***------www.Uctuk.comYour source for specialty rings!Original Message----------------Subject: Re: Fwd: Your order has shipped...From: ***[email protected]: "Sales@***ring.com" CC: "*** *** ***Date: 2015-01-09:47:42Hi ***,The photographs you sent were taken on January 14, between 2:01pm and 2:06pm (from file properties).The ring was signed for at delivery at 12:08pm on January 10, 2015.I suspect the damage you claim was rendered upon the ring during the four days at your facility between item receipt and time of photos taken.Please change your decision and remit a refund to me along with return shipping instructions ASAP.Regards,***On Thu, Jan 15, at 3:PM, *** *** wrote:Hi ***,These photographs do not look like the condition of the ring I returned.***On Thu, Jan 15, at 1:PM, Sales@***ring.com wrote:No problem. *** S|Office ManagerUctuk LLCYour source for specialty ringsPhone-888-278-9953Direct- ***Address- A- East Harmony Rd, #Fort Collins, CO 80525Original Message----------------Subject: Re: Fwd: Your order has shipped...From: ***[email protected]: "Sales@***ring.com" Date: 2015-01-11:50:22Yes, please send the photos.Thank youOn Thu, Jan 15, at 1:PM, Sales@***ring.com wrote:***,Would you like us to forward the pictures of how the ring was received to us? We understand the decision to file a complaint and we will respond to the claim with our photos and return policy. Again I apologize that we are unable to make the return. *** S|Office ManagerUctuk LLCYour source for specialty ringsPhone-888-278-9953Direct- ***Address- A- East Harmony Rd, #Fort Collins, CO 80525Original Message----------------Subject: Re: Fwd: Your order has shipped...From: ***[email protected]: "Sales@***ring.com" CC: "*** ***" Date: 2015-01-11:36:11Hi ***,I inspected the ring before returning to youIt did not have any signs of wear/damageI can only speculate what the photos will show and how such 'damage' occurred.As I say, I think this is appalling customer service (even though I had filled out my follow up rating to give you a good report). I will be obliged to file a complaint with the Revdex.com.Regretfully,***On Thu, Jan 15, at 1:PM, Sales@***ring.com wrote:***,I understand the frustrationUnfortunately the owner personally looked at the ring that was received back to us and decided it would be resent to youWe have taken pictures of the condition of the ring as we received itI am more than happy to forward those to you to show the damage. Our return policy clearly states the items must in in original conditionThe ring you sent us was not in original condition. We have included a letter with the returned ring that gives details as to why the return was refused. I apologize for any inconvenience. *** S|Office ManagerUctuk LLCYour source for specialty ringsPhone-888-278-9953Direct- ***Address- A- East Harmony Rd, #Fort Collins, CO 80525Original Message----------------Subject: Re: Fwd: Your order has shipped...From: ***[email protected]: "Sales@***ring.com" CC: "*** ***" Date: 2015-01-10:42:24Hi ***,The ring had been tried on and didn't fitThe ring is being returned because it doesn't fit and is not the ring type wanted.The return was undertaken before the date requiredI don't believe the ring shows wear and tearThis is extremely poor customer service!Please make a full refund as requested and issue a postage paid RMA number for me to return the ring back to you - I have already incurred $shipping costs to return the ring the first time.Thank you for your assistance and understanding,***On Thu, Jan 15, at 11:AM, Sales@***ring.com wrote:***,Thank you for contacting usUnfortunately we were unable to issue a refund due to the condition of the ringThe item had been clearly worn and scratchedPer our return policy all items must be in original conditionPlease see our return policy below. The original item was shipped back to you yesterday. REFUNDS:Gold and Silver items must be returned within daysFor refunds, we will process your refund upon receipt and inspection of the returned ring - please allow to days to see credit issued to your credit card.Please note we can only credit the credit card used when the purchase was madeNo checks or cash will be sent for the return of an item for refund.Once an item has been returned for exchange it cannot be returned for a refund.Item must be in the same condition as it was shipped to you with its original ring boxAll our rings are brand new and never wornIf the ring is damaged, worn, scratched, bent or otherwise not in the condition as it was sent to you it will not be acceptedTag must be on returns to qualify for an exchange or a refundDo not remove the tag until you determine you wish to keep the ring.Puzzle Rings must be together/solved.We cannot accept merchandise that has been altered or damaged in any wayThis includes repairs or sizing done by other jewelers.*** S|Office ManagerUctuk LLCYour source for specialty ringsPhone-888-278-9953Direct- ***Address- A- East Harmony Rd, #Fort Collins, CO 80525Original Message----------------Subject: Fwd: Your order has shipped...From: ***[email protected]: Date: 2015-01-18:27:56Hello,Please clarify what has shippedThe ring was returned for refund. Please confirm you received the returned ring and are issuing the refund.Thank you,***---------- Forwarded message ----------From: Date: Wed, Jan 14, at 5:PMSubject: Your order has shipped...To: m***@cotesaintluc.orgHello ***,Your order has shipped(Order#: *** placed on 12/3/2014)Carrier Tracking Number Date ShippedFEDEX *** 12/3/12:00:AMUSPS *** 1/14/12:00:AMPlease visit the carrier's website for tracking or delivery confirmation:www.USPS.com or www.UPS.com or www.FedEx.com Orders shipped via FEDEX - IMPORTANT NOTE: For some high value items a signature may be required Please refer to your FedEx tracking number at www.FedEx.com for details.For orders shipped outside of the USA tracking will not be available via www.USPS.com Please allow to weeks for delivery outside of the USAYou will NOT be able to track your package unless it was shipped via FedEx, UPS, or USPS Express mailThis is only typical for items of high value. Please refer to our Day Return policy if you need to return your item for an exchange or refund: www.***ring.com/returns.aspThanks again for your business! Please remember the charge will appear on your credit card statement from Uctuk, LLC.Visit us anytime at http://www.***ring.com/ Enter our Find us on ***!-- ***-- ***-- ***-- ***-- ***Attachments Preview attachment *** Ring - Dec 2014.pdfPDF* Ring - Dec 2014.pdfPreview attachment Uctuk LLC.pdfPDFUctuk LLC.pdf Click here to Reply, Reply to all, or Forward

Order was placed on April 20, It was shipped the same day Our standard policy (see attached) is days In order for an item to qualify for a refund or exchange it needs to be returned within days of receipt For this order that means we needed to receive it by May
20, or soon thereafterCustomer contacted us on August 28, requesting a refund (see attached) Although we were well past the days we stated there was a possibility we would accept the rings back if they still had their ring tags attached We asked if this was the case but never heard back from the customer On September 18, the rings were received back in our office, days after the items were shipped and days past our return window Upon inspection it was determined that the rings were not in new condition and the tags had been removed We returned them to the customer on September 25, 2015.Because we were well past the day return window and the rings were not in new condition we would not issue a refund.Our day return policy is stated on our website as well as on the packing slip sent to the customer Please see attached

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Refund was issued to [redacted] card ending in [redacted] on 02/22/2015.  An email regarding this was sent to Mr. [redacted] on the same day.  Not sure what more I am able to do as a full refund has been issued.

As mentioned previously.  We have no reason to reject a return request as long as the ring is undamaged and unworn because we can resell it.  When a ring is returned scratched or otherwise not in new condition it is refused because we cannot resell.  Customer had ring from December 5, 2014 until early January when they returned it.  I cannot speak to what happened to it during the month it was in his/her possession.  Ring was purchased by [redacted] and shipped to [redacted]  it is unclear who is filing the complaint as both have contacted us.  It is unclear who the ring was worn by as both have contacted us.  Whoever had the ring clearly wore it for some time before deciding to return it.  To state we somehow switched the ring or damaged the ring ourselves is baseless.  I have already refunded shipping costs and paid for the return shipping.  There is nothing more I can do for this customer.

Per our Return Policy: "Item must be in the same condition as it was shipped to you with its original ring box. All our rings are brand new and never worn. If the ring is damaged, worn, scratched, bent or otherwise not in the condition as it was sent to you it will not be accepted....

Tag must be on returns to qualify for an exchange or a refund. Do not remove the tag until you determine you wish to keep the ring."Above is a copy of a portion of our return policy.  The full policy is listed:http://www.[redacted]ring.com/returns.aspOn the packing slip sent to the customer with the ring we clearly state:"We are happy to issue exchanges or refunds for unworn and unused-items.  Returns must be in their original boxes, with tags or wires on them." We received customer's return on Friday 01/10 it was processed on Tuesday 01/13 because we process returns Tuesdays through Thursdays.  Per our return order form that the customer also returns with any exchange:"We respectfully request for your patience as it can take up to 1 week to process your exchange request. Exchanges are processed Tuesdays through Thursdays in our office. We try our best to speed up this process when we can and appreciate your patience! Refunds are issued upon processing of request."Upon inspection I determined the ring could not be resold (Please seen attached pictures).  Nor could it be polished and cleaned up.  Returns are received and stay in their packing material until processing.  We have no reason to do anything with them other than leave them in their boxes and put them back on the shelf for resale.  Those that cannot be resold are forwarded to me.  I understand the customer feels she did not return it to us in bad shape but it had been worn and was not in the same condition as we shipped it to her.  The ring was shipped to the customer on 12/03/14 and received on 12/05/14 therefore it was in her possession for over a month prior to return.  I cannot speak to what happened to it while it was in her possession I can only say we are a business that deals with returns and exchanges on a daily basis.  We know people are purchasing something sight unseen other than a picture on the internet.  We have no reason to deny a return as long as we can resell the item.  However when someone wears something to the point that it is scratched and damaged we cannot take it back.  We take pictures of the item for our records and return said item to the customer.In email correspondence to us the customer states: "I suspect the damage you claim was rendered upon the ring during the four days at your facility between item receipt and time of photos taken."  In the complaint here she also states this and “The photographs provided could be of any ring as the order form nor any identification relating to my purchase was not included in the photograph.”  Her claim that we would have damaged the product or switched the product is baseless.  We have no reason to damage an item returned because we can resell it.  The only time we cannot resell something is when it is returned damaged, not in new condition.I refunded the $30 she had paid to us for the original shipping.  This refund was made on 01/16/15 to the [redacted] card ending in 4990.  I did not have to do this as shipping is non-refundable even in the case when an item is returned in good shape, but felt I could do that much for her as she had incurred expense to return the ring to us but upon inspection we deemed it was not in resale condition.  We shipped it back to her at our expense as well.  The [redacted] tracking number for that return shipment is [redacted] that was sent on 01/14/15.There is nothing more I can do for this customer as the ring did not qualify for return per our return policy.  The ring is now on its way back to her.

Complaint: [redacted]
I am rejecting this response because: It is not my responsibility to communicate with U-PIC to resolve Uctuk LLC's insurance claims issues.There is no fraud on my part, I have not received the item, nor have been refunded the price of the item.
Regards,
[redacted]

Dear Mrs. [redacted] - First off I am sorry if we were rude we do try to resolve any issues in a professional manner.  I can see that order number [redacted] was placed on March 23rd for an October Birthstone Silver Claddagh Ring in size 6.5.  The order was from:[redacted]...

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[redacted]We shipped it to that address as well.  Attached is a copy of the order.  The way [redacted] works is if someone used your account without your consent they will refund your money.  As the seller as long as we shipped it to the address [redacted] provided they cover the costs of the fraud.  This is why we suggested you contact [redacted] when you contacted us on July 13th.  As of today I have not seen any record that you have contacted [redacted].   Did you file a claim with them?  Do you have the claim number?  Here is a link to their dispute resolution center: https://www.[redacted].com/us/cgi-bin/webscr?cmd=xpt/CaseManagement/customerserv...⇄ you can get all the details you need on how to file the fraud claim.   You should not need to speak with anyone at [redacted] and just log into your account go to the transaction and click on Dispute Transaction.  As soon as [redacted] has reviewed your complaint they will forward the information to me.  I can then give them the information I have and they will follow through, and assist you with the fraud on your account.  Hopefully this gets resolved as quickly as possible.  I will keep my eyes on our [redacted] account to be sure I file the necessary details to them in a timely manner.  If they do not please contact us again and I will follow-up with [redacted] from our end.  Regards,Tami U[redacted]

According to [redacted].com:  Tracking # [redacted]"Your item departed a transfer airport in [redacted] on January 20, 2015 at 4:09 pm. The item is currently in transit to the destination."In the event it is lost in transit we will file an insurance claim as we did insure the package.  At which time once the customer submits a confirmed statement that the item never arrived we can issue a refund.  Customer may submit a signed letter on 02/14/15.  The insurance company requires a signed letter, an electronic copy is fine but it must be signed by [redacted] as this is who the package was shipped to.  Thank you.

Complaint: [redacted]
I am rejecting this response because:The ring was returned in perfect condition. The ring had only been worn for a total of 2 minutes during the entire period in my possession. The ring had remained in its box until Christmas morning when it was given as a present. The ring was found to be too big (wrong size) and unwanted. The ring was returned to the box and remained unworn up to delivery.The ring had been 'worn' for a similar or lesser duration than being tried on in a shop.The photos provided are not of the ring I returned. They have been manipulated to orchestrate an adverse situation against my claim.
Regards,
[redacted]

I made a mistake as I was not aware of the 45 day time limit imposed by U-PIC for filing insurance claims on packages shipped outside of the US.  I was made aware of their time frame when I attempted to file the claim.  I update customer on the process and will file the claim on 02/21/15.  Customer has copied you on all communications between us and you can see I encouraged him to contact U-PIC to get more details on the claims process if he was interested.  They have policies in place to combat Insurance Fraud.  I will follow-up on 02/21/15.

[redacted]
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[redacted] Hello [redacted],Thank you for touching base with me, but I am still waiting to receive the ring that the supplier claims has been returned to me. I have checked the tracking and it appears to be still in transit: [redacted]Please see the original shipping instructions:--------- Forwarded message ----------[redacted]
[redacted]
[redacted]
[redacted]Hello [redacted],Your order has shipped. (Order#: [redacted] placed on 12/3/2014)Carrier Tracking Number Date Shipped[redacted] 12/3/2014 12:00:00 AM[redacted] 1/14/2015 12:00:00 AMPlease visit the carrier's website for tracking or delivery confirmation:www.[redacted].com or www.[redacted].com or www.[redacted].com Orders shipped via [redacted] -  IMPORTANT NOTE: For some high value items a signature may be required.  Please refer to your [redacted] tracking number at www.[redacted].com for details.For orders shipped outside of the [redacted] tracking will not be available via www.[redacted].com. Please allow 2 to 4 weeks for delivery outside of the [redacted]. You will NOT be able to track your package unless it was shipped via [redacted], [redacted], or [redacted] mail. This is only typical for items of high value. Please refer to our 30 Day Return policy if you need to return your item for an exchange or refund: www.[redacted]ring.com/returns.aspThanks again for your business! Please remember the charge will appear on your credit card statement from Uctuk, LLC.Visit us anytime at http://www.[redacted]ring.com/ Enter our Find us on [redacted]!I am not sure how you deem this issue closed when I have not received the item....?Please re-contact Uctuk and request my refund.Thank you,[redacted](On behalf of [redacted] - fiancee)This message originally read on 2/3/2015[redacted] 
[redacted]