I bought our wedding bands in person at a location on November 24, 2025. Although the associate who helped us was friendly, his inexperience became apparent during the checkout. The transaction required a split payment: half on my personal credit card and half on a financing option. Despite having all the necessary details, the associate struggled to complete the transaction and mistakenly tried to process the financing as a different card type. When that didn’t work, he asked me to find my physical card and call back later. This led to multiple phone calls and emails with my sales representative until I finally had to reach out to customer service on December 1 to finalize the purchase. I then signed an additional financing agreement, and the remaining balance was settled. Two charges appeared: one on my personal credit card on Nov. 24 and another on my financing account on Dec 1, totaling just under $3,300. We were promised delivery by December 10. On December 10, I received a missed call with no voicemail. Checking my account revealed a zero balance and a status of “processing.” The last communication I had was a customer satisfaction survey sent on December 1. On December 16, I called to check on my order and was stunned to find it had been canceled the day before due to an alleged “outstanding balance,” even though my account still showed a remaining balance of $0.00 and both my financial accounts confirmed full payment. When I inquired about the lack of communication prior to the cancellation, the customer service representative mentioned a missed call on December 10 and claimed an email was sent, but I never received it, and they couldn’t provide details about it. Now, I’m uncertain if the company will refund the money they clearly received or if they will claim no payment was made and withhold around $3,300, or offer a partial refund. The best-case scenario is that they hold onto this amount for 1-2 weeks due to their poor refund process. This is the second time I’ve faced this issue with them, where payment was accepted and an order was suddenly canceled. The first time, I managed to stop the cancellation, but now, with just over two weeks until our wedding, we are left without wedding bands and in a financial bind that complicates buying new rings elsewhere. The communication from the company has been severely inadequate, both with customers and internally. The in-store representative and customer service team provided conflicting information and inconsistent payment requirements. It seems likely that internal communication issues, especially between financing, customer service, and order fulfillment, contributed to this cancellation despite payment being received. This reflects significant disorganization and unprofessionalism, raising serious concerns about the company's reliability and practices. One thing is clear: this company cannot be trusted with such an important occasion.
Claim your business profile now and gain access to all features and respond to customer reviews.
