Review Time
I have had a great experience with True Facet with both buying and selling Jewelry. Given the size of their collection, it has come in handy for last-minute presents for my wife. The customer service is also great with answering questions and making recommendations.
On 4/21/2023, I purchased a watch from Truefacet for $19,025.04. I decided that I did not want that watch so I canceled that order and purchased a different watch from them instead for the price of $24,652.80. TrueFacet sent me an email that the refund was issued on April 27 and that the refund was processed back to my card which was my ATM directly attached to my checking account. After 4 or 5 days, the money still was not in my account, so I contacted the company support asking what the issue was. On Monday 5/8, I received the following reply, "after checking with the bank, our accounting department has notified us that due to the upgrade of our payment gateway method, the transaction was declined into your original account. They will be sending you a check tomorrow for the amount of $19,025.04." On Wednesday 5/10 I still had not received word from them that my refund will be sent. I contacted their customer support again and was told to be patient the money was refunded to my account. Since they just told me they couldn't refund the money directly to my account, I knew they were giving me a run around. I was then told on May 12th that the check would be sent to me on 5/15. When the check was not sent out that day, they promised it would go out with another order I placed on 5/18. I received that order on 5/19 and no check. I contacted them and they apologized for not sending the check with my order and promised it would be send on 5/22. I just got another email from them stating “Our accounting department has notified us that there was an error in the check and wrong amount was added on it. We are writing a new check for you and getting it signed by our Manager. Unfortunately, a close person of the Manager passed away today due to which he is not currently available in the office. We would highly request you to wait this week for the check to be ready”. It has been a month since I was promised this refund and I keep getting excuse after excuse for them not to give me my money back. Not the way a legitimate business operates.
This website is a gem for finding good deals on watches. I have purchased a Rolex and an AP from this site in the last few years. They also post great information on their blog, the Loupe, which keeps me up to date regarding the industry.
Customer service and shipping are absolutely terrible. I ordered a watch on April 4th, 2023 and it was guaranteed on the website it will be shipped out within a week. After a week of no updates, I emailed customer service and they replied that it will take longer than a week but will ship soon. It is now April 18th with no further updates on when my watch will be shipped out. At this point, I emailed customer service and followed the instructions on the website to initiate a refund. However, there is no response or any confirmation that a refund will be issued. TrueFacet basically has taken my money. I also called their customer service line at least 10 times. THEY NEVER PICK UP THEIR PHONE AND WILL MAKE YOU WAIT 15 MINUTES AND AUTOMATICALLY HANG UP ON YOU AND TELL YOU TO EMAIL THEM. I have even tried calling them when they open at 10 am. HOW DO I GET A RESPONSE IF THEY DO NOT PICK UP THEIR PHONES NOR RESPOND TO THEIR EMAILS?!I HIGHLY DO NOT RECOMMEND TO BUY FROM THIS SITE.
Bait and switch company. I bought a watch over 2 months ago. I was charged right away then sent the wrong watch weeks later. They tell me this story that there was a mix-up, and that they sent my watch to the wrong customer, therefore I got the wrong watch. Okay, I send the wrong watch back the day I received it, within the hour I get the return label. Once I send the watch back radio silence.After a week of not being able to get a hold of them, I threaten legal action. They get back to me saying the customer who received my watch sent my watch back a week later and had damaged the watch. Okay, the story seems a bit farfetched. But, then they are trying to charge me $2,000 more for my watch. I tell them that it is ridiculous and ask them to get that from the supposed customer who damaged my watch. They "graciously" decide to waive the 2k, and it has been over 2 months, and I still do not have my watch. All this time they have my money on hold. Then, they tell me after I threaten them legal action again that they got my watch and will send it out. Nothing gets sent out, radio silence. Then, I threaten them again and they tell me the brand new unworn watch I ordered has a loose screw in it so they need to do a overhaul. How does a brand new watch need an overhaul. I get very suspicious and ask them to send me a picture of the watch, just to make sure they actually have it. They tell me they will send me the picture right away. They never do. So they have over 20k of my money for months now, and I have no watch.Even the advertisements of their reviews are false. On the site they say they have five stars on Trustpilot, when you actually look at the review they have a 4.4 rating. A 4.4 rating might be considered high, but that is incredibly low for a jewelry seller, especially when they advertise 5 stars. After doing my reserach this story of getting the watches mixed up is a common story they have for many frustrated customers. They advertise Watch A and send Watch B, hoping the customer does not notice. I have been buying high-end luxury watches for about a decade and I have never had such a terrible experience as this one. I am going to be pursuing legal action for damages as it is within my right in the state of New York, possibly even class action.
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