I ordered from this store for the first time on a Saturday night. I ordered two birthstones and a chain. After I clicked pay I realised I’d ordered the wrong chain. I emailed straight away (twice!) as was very eager to correct my issue, only to receive an email 2 days later saying that unfortunately they won’t help and that if I want to request a change of mind I’ll need to do so after I receive the product. I would need to complete a return form, pay for return postage plus a further 5% restocking fee. This seems pretty crazy to me as the brand claims to be made to order and they have social media videos of them doing boxing videos so why can’t they just help me before I have to pay an extra $24 in postage plus 5% in restocking? This all came from a representative that didn’t identify themself and didn’t even sign off with a yours sincerely or kind regards or whatever (not a huge deal but really annoyed me). Eventually my “case” was moved up (after my order was already sent) to someone who tried to explain while currently they are made to order they are soon moving to being made prior and orders being sent from a fulfilment group.. which is great but also means they should have been able to help me.Then I received the jewellery and neither of the birthstones look as pretty as in the photos and the chain I accidentally ordered is too small for me (not the companies fault, mine for ordering wrong thing) and I feel so sick with the whole process just looking at the jewellery makes me feel sad. Maybe overreacting but I get anxiety having conflict so now lots of negative emotions over what was supposed to be a real treat getting some expensive jewellery. Edit: I probably could get a refund at this stage judging by the tone in the latest email I received but I’m just going to let it lie. The stones don’t look as pretty but probably more a lighting issue. The chain I’ll just try sell separately opposed to any more back and forth. They did also offer me a 20% off code and said they would review how they do things in future. TTS just responded to my review 2 years later.., this prompted me to look at previous reviews. Not a smart strategy to ask all your friends or create fake profiles to make reviews all within the same few days. Very obvious you’re trying to flush out the bad reviews you’ve received! To add to my review, my necklace didn’t hold up either.
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