Florence Scovel Jewelry

1.00 stars

11 Reviews

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SAVE ON YOUR INSURANCE

Mel's complaint against Florence Scovel Jewelry

Mel

02/08/2016

THIS COMPANY COULD CARE LESS

Complaint against Florence Scovel Jewelry

This company should shut down until they are ready to take care of their orders and their customers instead of ship what is wanted, not ship something else hoping the customer won’t notice, argue and blame the customer, say they will expedite the correct order, have the customer check back when the expedited shipping it late only to have them say they are now going to expedite the right order but only when it comes available…making zero sense, giving zero answers, caring less using auto-replies instead of answering questions, neglect to use any sort of tone of responsibility in their errors and even sprinkle smart-alleck tones and emojis into their “professional” correspondence. A friend of mine found an elephant key chain, a pair, she thought was cute and sent it to me. It belonged to this company upon looking around for the seller based on the picture. I went onto their website and purchased the key-chain pair, and in addition a specific necklace, and one ring in the size and color I wanted to order. When the shipment arrived the key chain pair was correct. However I received a completely different necklace along with the ring in two sizes up and the wrong color. I double-checked my e-mail order confirmation and there were even photos of what I had ordered next to the full descriptions. I had not made an accidental mistake. The company was in error. I contacted them on July 19, 2016. Nancy, the same representative I have been corresponding with since, e-mailed the following, response, "Hello, Thank you for your email. We are so sorry about the issue caused. We have reshipped and expedited your order, free of charge.You should receive it within 3 - 5 business days. In order to compensate you for this issue, please find below a coupon code which will give you 20% off your next order." Seemed good. I waited. Then more than 5 days passed so I contacted the company to inquire if they knew anything or had a way to track it. I contacted them on July 27, 2016. I sent, "Hello, Today is the 7th business day I have down since your e-mail (or the 8th if you include the 19th). I had not received this order, mentioned below, and wondered if you had a way to track and update me, please?" No response. On July 29, 2016, I sent another e-mail, still with nothing else received by mail in the mean time, "Are you not going to explain?" I got back, "Hello Mel, Hope you are having a good day so far. Thank you for your email. We are sorry you did not receive your package as promptly as you expected. We experienced an unusually large number of orders, which disrupted our normal delivery schedule. We are currently working towards a solution to this issue so that it does not become an ongoing occurrence and will be expanding our staff to serve you better in the future. Again, we apologize for any inconvenience we might have caused and look forward to filling your future orders in a timely manner. Your current order delivery time is 3-5 business days. In order to compensate you for this issue/delay, please find below a coupon code which will give you 20% off your next order." I am sorry but it was not necessary or good customer service of any kind to put the blame on the customer for pretty much being impatient in the wording of the response given. I was told it was expedited to fix an error they made to begin with. It was not and no real responsibility was taken nor care for how I would feel, even after I had explained that in the first place the necklace was for my mother who has helped me during a time I really needed support. I had shipped the original package to her house to have it there and surprise her with a, "and this is for you!" moment. She was so happy and surprised at my gift but then her smile had just melted into confusion at the wrong necklace since it didn't reflect anything she would have wanted. So I had to take it to look at it out of the small black bag it was sent in and apologize and say I had to basically try to do that over. Talk about disappointing a happy mother-daughter moment. The company knew that story as well and still only sent me that. So I asked again, “I want to know why someone told me it was shipping on the 19th and would be to me in 3-5 business days, only to wait and see the exact same message when I inquired as to the delay? Is this just a false notice as well? Are my items actually shipped at all?” To which I got, “Hello Mel, Thank you for contacting us. We deeply apologize for the inconvenience. Rest assured that your order will be shipped immediately once available. You will be receiving an update to your email about the tracking once shipped.” I’m sorry, at this point I wonder if we are even having a legitimate conversation or if certain auto-reply buttons are being pressed and sent without any further consideration. I asked again the same question twice more, only to be given the run-around, twice more. On August 2, 2016, I expressed my frustration by sending, "Customer Service minded companies would offer an update instead of letting their customers wonder then come asking about their missing products, especially when it is to make up for the company’s mistake the first time. Just offering that. Others may not handle this as well. I am in customer service so I know how upset people can get and why I am considering your side as well but you have really dropped the ball on this entire thing. Some accepting responsibility is beyond in order." All I got back was something even more unfeeling and really quite blatantly smart-alleck, "Hello Mel, Thank you for contacting us. Thank you for your advices. Again, we apologize for the inconvenience! :)" (Still waiting on the shipment.)

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