initially disappointed but they resolved the issue
Update: I was able to use the 'store credit' to purchase different items; those items arrived and look just like the advertised items. The customer service team did a great job rectifying the situation.
Initial review: I ordered a necklace with engraved names on beads. The photo on the website shows clearly etched and darkened letters. The item that arrived had nearly invisible etching. We had to use a flashlight and a magnifying glass to even see the etching. I contacted customer support by email to explain the issue. They asked for a video and pictures, which I sent. They agreed with my opinion and agreed to send new engraved beads. When the new beads arrived, the etching was somewhat larger, but still not visible without a flashlight, and was not darkened. I contacted the company, sent pictures again, and they responded that these are 'within manufacturing requirements'. They look nothing like their ad. I asked for a refund for the non-customized portion of the order, but they declined twice saying that if anything in the order is customized, then it cannot be returned. However, after some back-and-forth, they offered to provide "store credit" for the purchase, which is part of their return policy.
If I receive the credit and can order different products, I will update the review. Cautious optimism.
7. joulukuuta 2025
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