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Disappointing
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I had purchased a pair of pearl earrings for my wife in Late October, 2013 from this internet company. I was persuaded by various reviews and after personally speaking with the company president, Kevin. He indicated that he was aware that a big hurdle
for his business was overcoming suspicion to purchase online. After making my purchase, and receiving the earrings, I was disappointed with the purported quality, and the hue was definitely wrong. I contacted Kevin by telephone and email, and subsequently
sent the earrings back to be replaced. Both USPS and Kevin acknowledge that they received the earrings well before Thanksgiving. I contacted Kevin to inquire as to why I had not received a confirmation of their receipt, and when I might expect the replacement.
As of the third week of December, I have not received a reply, nor the replacement earrings, despite several emails inquiring about this. This is why you should not buy jewelry from an online company. You cannot see the product before purchase, and you are
dealing with long distance sellers when the product does not meet standards.
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Business's response - on 12/18/2013
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Hi Dan,
I'd like to first mention that the exchange has been processed some time ago and I have emailed you the tracking number for the package. As well, as an apology for the slow processing time I have refunded the original order, you can keep the new earrings free of charge. I'd also like to mention that the last email we received was on Nov. 20th, before you sent the item back for exchange. A search of our email server brings up no records after this date, so I'm not sure what emails you sent that weren't replied to? I just can't see how its possible that we missed three emails from you, but got every other one prior to Nov. 20th?
I did take a look at the original pair and my expert opinion(graduate in Pearls & Pearl Grading from the GIA) they are without a doubt AAA. You mentioned you saw better AA grade pearls locally, but Keep in mind AA pearls under jewelry store display lights will look better then AAA pearls under normal home lighting. The only fair way to compare pearls is side by side. Lighting is everything and its simply not fair to any merchant unless you're comparing items side by side. I encourage all our customers to take their purchases to their local jewelry store to compare quality and pricing.
Of course if for any reason you are not happy with a product we have a 100 day return policy. You are free to send anything back for a full refund within this time. We never want a customer to walk away with an unpleasant experience, just let us know what we can do.
I have emailed you a more lengthy reply to the issue and I am available via telephone(9am - 5Pm) and email(9am - 9pm) if you'd like to discuss further.
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