I'll be honest, I snooped through the other reviews. I'm not wholly surprised, but yet also completely surprised. First off, I've been ordering from/interacting with them for only about 2 years. I don't have experiences past that. I have had the occasional vague response from customer service reps, and they take up to or more than 48 hrs to respond depending on time of year, and day of the week. They are humans too, I assume most take off the weekend, and their covers go in order of emails. But they are generally very kind and helpful. Especially when my items fall in the warranty window.Also, I've had items back ordered and they offered the option of refund or to still ship the item when it's back in stock. I'm guessing kindness begets kindness. Hm.Second, tied into my earlier CSR contact, a gold vermeil chain had a weird fade out in under 3 months of barely wearing, and they were on it with the exchange. Completely free. They are honest with that.I will say, yes, their shipping times are abhorrent esp during fall/winter/holiday months, but that's what you get. You either pay more to get it when you want it, or you risk delays. They don't control the weather or shipping carriers. I personally get everything when I see it which may line up with a sale, and the items come within 2 weeks, most often less.My one major gripe is that, YES, the prices in the last year alone have gone up. The price of an exchange I just completed had a $5 difference. Yes, it's only $5 to some, but it still matters to me. The newer "special" items are for sale in the Thous. The gold vermeil (which I can only wear as necklaces, due to allergy of cheap materials) is already more expensive than the silver, which is why I only buy sporadically, and store carefully. It doesn't change that it is overpriced. But they have celebrities promoting the company so it's difficult for them to justify decent prices for the masses. All of this combined dings them a full 2 stars. So, I can't say I've had such bad experiences as the others but they're not always that bad. I will make a side point that they gave a survey the other year, and I gave a recommendation that should have been heeded, but they didn't and it's one of the reasons for my decline in shopping with them. So, the higher ups care more about their celebrity clientele and normative standards.
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