Worthy Inc.

Hi,   On 12/**/15 our Director of Operations contacted [redacted] and asked that she return her ring to us so we can repair it and send it back to her.  She agreed to ship her ring.   On 12/**/15, we sent her a pre-paid and insured [redacted] shipping label.  Upon receipt and repair of her...

ring, we will also send it back to her via pre-paid [redacted] and insured.

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.
Sincerely,
[redacted]

The client now has her ring back in her possession. Before this complaint was filed, we attempted to contact her a few times to apologize for the mishandling of her account and item. We are still trying to reach her. It is our wish to communicate to the client that we acknowledge our error and are...

taking steps to prevent this mistake and to ultimately reconcile with her. It is our ongoing goal to remain transparent, trustworthy and entirely professional. Please see the timeline for this event is as follows: 2015-10-[redacted] -client called in to decline the offer and and was told Irina will follow up with her on Monday to confirm shipping back2015-10[redacted]-(Irina was not in the office and therefore didn't call the client) Different rep spoke to the client and tried to calmed her down a bit and made sure Irina will follow up the next day.2015-10-** client was called by Irina client asked to get a second opinion due to discrepancy between the evaluation and estimation2015-10-**  client called in and spoke to different rep and wanted her ring back. Item was not proceed to be shipped back since we don't ship on Fridays. 2015-10-** item was processed to be shipped back by Vernon (client received an email item was being shipped back)2015-10-** Director  call customer yesterday to try to save sale. "Left vm will try to call today and asked the lab to stop the shipping back."2015-10-** client called in spoke and is very upset her shipment was cancelled2015-10-** director called customer to apologize and confirm shipping (2pm est), however she advised that she did not want to be contacted, just have her item returned asap.2015-10-**  Item has been shipped standard overnight via [redacted] trk#[redacted] it will arrive destination tomorrow2015-10-** - Item was received by the client. [redacted]
2015-11-* - Email was sent by Worthy President, Peter S[redacted] to apologize and assure client that we are resolving the remaining issue internally. We hope that this clears up the matter and shows that we are taking steps to reconcile with the client and resolve the issue.

Here is our response for #[redacted] ([redacted]) Complaint:   12/*/15--Worthy's Director of Operations called customer and apologized for his not receiving the watch in a timely manner.  Explained that Worthy improved their turnaround time and if he gave us another opportunity he would have...

a better experience.  Customer stated that he did like items that Worthy auctioned, appreciated the call, and would give us another opportunity.   12/*/15--Customer confirmed via email that he did receive his refund.

[redacted] is an auction platform site. It clearly states that on our website's 'Terms and Conditions', and during the actual process.  We are not the end buyer for any item, but instead we connect sellers with carefully sought out industry buyers, and we do our best to make sure a client gets...

the most amount possible for their valuables in the second hand market. Before any client chooses to ship their item to us, we first make sure to review it, learn about it based on what the client tells us, ask questions to the client, and most importantly inform the client about the industry (e.g., what appraisals mean, what's in demand,  what to expect when reselling a diamond/timepiece, etc). Part of the reason we're so inquisitive is so clients are aware of all possibilities when selling jewelry back into the trade and that even if they don't use us to sell their pieces, at the very least, they can walk away with some knowledge about the industry.When we have a client's piece in our lab, it is cleaned, photographed, and analyzed by qualified gemologists.  We treat it with the utmost respect and care and will present the scientific properties of the item to the client, along with our professional opinion of what kind of offers we expect in the auction. Client says he was advised by another source that he was "ripped off". However, we cannot control someone's opinion on what they think something is worth, or their motive for telling one of our clients something like this.  We are only looking to provide information and help the client sell their item for as much as possible based on our expertise in the Jewelry and Diamond industry.  A customer has final say as to whether or not they will accept the highest bid offered and successfully close the auction.  At anytime during the auction process, AND PRIOR to their agreeing in writing that we can sell their item to the highest bidder, they may ask that we close the auction and send their item back to them, insured and at no cost to them.As a company who values every client, we would never disrespect a client's item because that's simply not the way we do business. We are especially sensitive to someone who may have a sentimental piece or going through a rough situation. Our intentions are to educate our clients, secure a deal worth their while, and ultimately establish a positive and longstanding relationship, as we thought we did with [redacted] and his wife.  Finally, we record all phone calls for quality assurance and after reviewing the calls, we can say in all confidence that this complaint is not valid.

At Worthy we take all our customer concerns and comments seriously.  While we recognize that we were a bit delayed with a timely response back to the seller, we did connect with the seller and did post the ring to auction, receiving multiple bids; however, even after our utlizing our...

risk-free process, the seller declined the offers that Worthy procured for her.  Then sent the ring back to her per our standards of prepaid, fully insured direct to her location via [redacted] shipping.  Worthy has confirmed that her ring was returned safely on 11/**/16.

I am so happy I found Worthy! It was such an easy process start to finish! My bracelet was sold for top dollar in just a few days. I would absolutely recommend to anyone and everyone! Thanks so much!

Review: Sold jewelry to this company based upon what they said it was worth. We spent thousands on the jewelry and they told us it was basically all junk and we got prices that were ridiculous. We did not realize until now that they sent them out for a bid like [redacted] so some bids for diamond earrings were $4. We were assured these prices were right, but recently have been advised that we were ripped off. I have files of all of the transactions. They hit us at a time when our daughter was declared terminally ill and we have a 9 y/o grandson. This money was for medical help and they knew this. I have a [redacted] of the brain and my wife is in the late stage of chronic [redacted] with many secondary illnesses. I really am baffled at what happened here but it is not right. This was wrong. Clearly taken advantage of and convinced that this company was doing the best for us considering our jewelry was junk.Desired Settlement: I want to be paid appropriately for our jewelry or we can send the money back and get it back. We were ripped off from family jewelry and told that not even [redacted] could do better. When I advised them that I did sell an item they said was worthless for a fair price on [redacted] I got a hang up immediately and no further contact.

Business

Response:

[redacted] is an auction platform site. It clearly states that on our website's 'Terms and Conditions', and during the actual process. We are not the end buyer for any item, but instead we connect sellers with carefully sought out industry buyers, and we do our best to make sure a client gets the most amount possible for their valuables in the second hand market.

Review: Purchased a Cartier gents watch from Worthy sent them the money 1200.00 dollars they said will send out watch when check clears which it did on the ** of November it is now the [redacted] of november still no watch . Texted the acct representative twice no response called left message twice no response and called worthy several time and all you get is buisy signallDesired Settlement: I want a refund my buyer is long gone

Business

Response:

Here is our response for #[redacted] ([redacted]) Review: 12/*/15--Worthy's Director of Operations called customer and apologized for his not receiving the watch in a timely manner. Explained that Worthy improved their turnaround time and if he gave us another opportunity he would have a better experience. Customer stated that he did like items that Worthy auctioned, appreciated the call, and would give us another opportunity. 12/*/15--Customer confirmed via email that he did receive his refund.

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,

I have never had such a horrible experience from a company in my life! From the first point where I sent in my item, the break down in communication just became worse with time. The professionalism of the staff was less than sub-par. My item was appraised initially and came back a total different grade the first time while still in the mounting than from the certificate I mailed in with the item. It was put up for auction without ever an agreement to a reserve price much less follow-up in letting me know it was up for auction, which is when the issues really began to snowball. I kept being passed off, at one point I was told by the online chat employee that I should have done my research better and that technically I had a verbal contract to sell the item (regardless of a reserve), when in fact I had done my due diligence prior to ever contacting the company. I told them several times to send my ring back with the online chat employee as there were so many issues with my experience, I no longer wanted to do business with them. I felt like I was having to defend my decision as well as coerced in to letting them try again for me. Reluctantly I agreed. Although the Customer Experience rep took over my case and attempted to deal with the ongoing issues, I still had problems getting in touch with her. In emails, they were not even proofed for spell check, which as a professional company this comes across as extremely unprofessional. They sent my diamond to be taken out of the setting and was re-appraised, and again it was appraised even lower than their initial appraisal. I have had this appraised by many gemologists over the past 10 years in multiple states and never once has it come back with a lower quality and color as the Worthy team appraised it for. It was even auctioned a different cut of stone stone. So, after all was said and done with the auction, I emailed asking for them to mail back my items as well as the certification I initially mailed with it. After waiting over 24 hours for a response, I was told it would take several days to get me my item back as they do not overnight it. They did offer to reset my diamond, which I accepted initially and after I thought it over and immediately emailed the Customer Experience & Staff Developer back (within 2 minuets of the initial email), that I did not want it re-set as I am having my local gemologist verify that I am receiving back what I sent in. I waited over an hour with no response. After calling in, I asked for a manager, which I never got to speak to. Instead they sent me back to the original guy who started this whole bad experience in the first place. I had to then explain and demand that my item be sent back immediately, as no one can respond to emails nor confirm that I did not want my diamond re-set per my earlier 2 emails stated (which were received just never responded to). From that point, I was told they would have to ask the "team" if they could get exception to expedite my items to be sent and overnight. Why at this point should I have a "team" to give permission to expedite shipping? Why would a company send you a mailing label to overnight a product, yet when they need to ship it back it takes several days to have it returned and need "permission" from a team to overnight? Why would anyone want to do business with a company who's integrity just isn't there with their employees. Maybe the online chat rep was right on researching harder. I shouldn't have read the online reviews as I see they pay people to do reviews from what I have been reading more on the company. You cannot even leave a review without Facebook, which is ludicrous. Of course you only see positive experiences, because they block the negative ones. Seems a bit bias and fooling future consumers such as I was fooled. Horrible experience, even worse customer service and follow-through! Seems like this is more of a scam than anything which concerns me as I am still waiting for my items to be shipped back.

Review: My auction ended on October *, 2015. I was crystal clear with my rep, Irina, how much I would require to sell. If I did not hit that number I would want the ring back. She was very pleasant and said no problem...until the auction ended and the number was not hit. Then, rather than send the ring back to me I could not reach Irina and everyon I spoke to (3 other people) first tried to convince me to take the deal then literally berated me for not taking the deal and telling me it was dumb not to! I requested the ring be sent back immediately via the 2 day shipping as they promised. I have been calling for 2 weeks now to find out where my ring is. Yesterday, October ** I find out the director canceled the shipment of his own accord because he wanted to talk to me first to let me know they "suddenly" got a higher offer (of a couple of hundred dollars). This is inexcusable! 11 days later I am still waiting for my ring after requesting to have it sent back within the promised 2 days. AND to add insult to injury, I finally spoke to Irina who tried to make it seem as if it was MY fault because I wouldn't call the director back!! I was also informed of lots of NEW rules and procedures that need to occur post auction if you don't want to sell which was NEVER revealed anywhere or at anytime to me prior to the auction: 1. I need to talk to the director first???? 2. If it gets sent back it gets insured only at the amount it received at auction, NOT AT THE INSURED value it received on the way out! And many many other hidden gems! The nerve of her and this company! So nice when you want to sell and just nasty, rude and evil if you don't!Desired Settlement: Want my ring back immediately and no further contact from this selfish horrible company!

Business

Response:

The client now has her ring back in her possession. Before this complaint was filed, we attempted to contact her a few times to apologize for the mishandling of her account and item. We are still trying to reach her. It is our wish to communicate to the client that we acknowledge our error and are taking steps to prevent this mistake and to ultimately reconcile with her. It is our ongoing goal to remain transparent, trustworthy and entirely professional. Please see the timeline for this event is as follows: 2015-10-[redacted] -client called in to decline the offer and and was told Irina will follow up with her on Monday to confirm shipping back2015-10[redacted]-(Irina was not in the office and therefore didn't call the client) Different rep spoke to the client and tried to calmed her down a bit and made sure Irina will follow up the next day.2015-10-** client was called by Irina client asked to get a second opinion due to discrepancy between the evaluation and estimation2015-10-** client called in and spoke to different rep and wanted her ring back. Item was not proceed to be shipped back since we don't ship on Fridays. 2015-10-** item was processed to be shipped back by Vernon (client received an email item was being shipped back)2015-10-** Director call customer yesterday to try to save sale. "Left vm will try to call today and asked the lab to stop the shipping back."2015-10-** client called in spoke and is very upset her shipment was cancelled2015-10-** director called customer to apologize and confirm shipping (2pm est), however she advised that she did not want to be contacted, just have her item returned asap.2015-10-** Item has been shipped standard overnight via [redacted] trk#[redacted] it will arrive destination tomorrow2015-10-** - Item was received by the client. [redacted]

2015-11-* - Email was sent by Worthy President, Peter S[redacted] to apologize and assure client that we are resolving the remaining issue internally. We hope that this clears up the matter and shows that we are taking steps to reconcile with the client and resolve the issue.

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,

I have had a lot of issues with Worthy.com. I would like to make a long story shorter if I can. Communication was less than satisfactory, I had to beg them pretty much to talk to me. I was not kept up to date with my item like their website notes. Emails would go unanswered and although the chat option was available a lot, the people chatting with me would just stop. I mean literally just stop talking, and this continued through the whole process, even when trying to come to an agreement with them with an issue (It was even with a supervisor). When it came down to a couple hours left of my action, it got some added time to it by a 5-7 hours. No one contacted me they were doing this, nor after the fact, it was another instance I had to hound them to get a reason. Even though I understand the reason, it would be nice to be told about your auction and their plans for it (they do emphasis it is your action...is it?) After I brought this issue up, they told me that they would not extend the time again unless permitted by me. By talking with several employees with Worthy, all noted that I had an usual amount of bids/interests on my item, though the amount never changed. I understand how the process is disclosed and how professional and experienced the buyers are--they tell you all the time. I really never questioned that aspect until later when I continued to have issues with (what I feel) honesty issues. Somewhere in the process, I was asked to give permission to remove the main stone so they could inspect my main stone so they could give an accurate description. I gave permission via email upon reassurance how well they treat my ring, they are in expert hands...etc... My auction closes and I decline the bid amount that is offered to me by email. That goes somewhat ignored and they call. I declined after they were trying to sell me on the idea of selling my item, which came out to about $350 before their $150 fee. I was then offered $100 to do a review on the website. I was not selling my princess cut solitaire (just over half karat) with my double row pave set diamond bridal guard (68 stones) for a total weight of 1.52 kt in white gold for that price. My ring is mailed back a few days later and when I receive it, I am amazed...it came back with the main stone not reset. They take the stone out, but do not put it back, and they did not disclose that anywhere. I got online right away to talk with them and they almost insisted that I talk with them via phone. I returned with insisting talking via email or chat so I had record of our conversation. After many emails and chats (as I mentioned, several went ignored or actually just left the conversations) it was admitted by them (a couple times) that they were in the wrong and that they take responsibility for it. They said they would now disclose this on their terms to let the seller know they do not reset the stone. It took a lot of excuses from them to get them to come to an agreement of how to fix it. They would tell me over and over again how much money they are out by the shipping, the inspection and handling of the ring, and I said time and time again I understood. This was always paired with me saying that they admitted they were wrong and they need to fix it. I was told that this is a unique situation, I do have my reservations about this. In any event, my ring was placed at a local jeweler to remount the main stone and billed at Worthy's expense. I then wanted to go back on their face book page and update the status and give credit to where it is due. However, I could not. They deleted everything on their page from me. I understand it is their page and they can maintain it the way they see fit. It is concerning that as a business they do not want to reflect anything but perfection to the sellers at any cost. They have nothing but good reviews (except where you can give them a rating) and frustrations of people not being offered what they expected. I understand that negative reviews are...well..negative, but it does show honesty and progression. It can show a seller how this company deals with issues and some insight how they work. In my experience, this company deals with issues the same way, dismissing, ignoring, removing complaints in hoping they will just go away. I was ready to do just that-go away on a high note, giving them the credit for setting up a (resistant) resolution, until I see their deceptive way again. No company can go unmarked by an unpleasant experience, however, this company seems to strive for that in a most dishonest way.

Highly recommended!! I was absolutely skeptical with having to mail my ring off. This company and its representatives worked with me thru every step. Always kind, curteus, and understanding. They took the time to listen to all my concerns and assured me on every one. They went above and beyond for me. I appreciated every associate from beginning to end. Not to mention, I got the best deal for my ring. Due to their excellent commitment to help in every way, I wouldn't think twice on using any other company. Personally, this company is #1 and I wouldn't hesitate to workmwith them again.

Review: I sent them an item, a ring, to be auctioned. Thei site states that if the item does not fetch the reserve price it will be returned to you, no strings attached, no questions asked. It did not fetch the reserve price and I asked for it to be returned. The customer service rep I spoke with to have my ring returned was very rude and even hung up on me. When I called back and asked to have a manager call me, I never heard back from the company. I did receive my ring back, however. When I received the ring, though, the diamonds had not been put back in the setting and were loose. Additionally, the prongs on my ring are badly bent. I was aware that there was a potential for damage to my ring when it was taken apart to have the diamonds graded and inspected, but I was not told that my ring would not be put back together, nor did I consent to have my ring disassembled and not put back together. I have tried multiple times to contact the company and speak to somebody to resolve the issue and can not get a return phone call or to speak to anyone past the operator that answers the phone. I keep being told that the supervisor will call me "in an hour" but I never get a call.Desired Settlement: I would like my ring put back together as I do not feel like I should have to pay for the diamonds to be put back into the ring. I also would like the prongs to be straightened back out and my ring to be returned back to he condition I sent it to the company in.

Business

Response:

Hi, On 12/**/15 our Director of Operations contacted [redacted] and asked that she return her ring to us so we can repair it and send it back to her. She agreed to ship her ring. On 12/**/15, we sent her a pre-paid and insured [redacted] shipping label. Upon receipt and repair of her ring, we will also send it back to her via pre-paid [redacted] and insured.