ComplaintsforSerena Sparkles Inc
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Complaint Details
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Initial Complaint
16/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased two gold bracelets. They were bad quality. Both bracelets broke. The first bracelet broke when it was worn and I don't know where it is. The second bracelet broke and I was able to find it. I have been in contact with the shop since October 2023 to resolve the issue but they keep avoiding me. I would like a refund at this point.Business response
29/01/2024
The product was purchased form us on 10th June. It is a dainty chain bracelet. The customer broke it the first time in August and we replaced it for free.
Then *** *** contacted us again on 31st October saying that the bracelet broke again. From the photos it looks like the product has been pulled which might have caused damage to the chain and broke it. Just like any other Real Gold Jewellery, if it is pulled with enough force it can break. That does not mean the product is faulty.
We still offered to fix it for 15$ and asked *** *** to ship it back to us. But she insisted to drop it off at our office.
Due to security reasons we are currently not accepting customer drop off or pickups.
But the customer does not want to ship the product back and insisted to drop it off.
Unfortunately, we cannot fix it if the customer is not willing to send the product back.
I hope this explains the situation.
Thank You.
Hazer.Customer response
13/02/2024
The product that was provided was not good quality. I bought two bracelets from there and they both broke. The first bracelet broke and fell of my arm and I haven’t been able to locate it. The second bracelet broke twice. The first time it broke they were fine with meeting up with me in a public place and they fixed it. The second time it broke they are not allowing me to meet with them. They insisted I mail it in even though I know where their office is. The cost to mail it in exceeds (postage and packaging) doesnt make sense if I can drop it off. * ***** ** ** ********** ** * ******** ** ****** **** ******* **** ******* ** **** *** ****** These bracelets didn’t even last 6 months. I had asked for a refund and they ignored me. If they refuse to allow me to drop it off for repair then I would like a refund for both bracelets. **** ****** ************ *** **** ******* **** ******* ** **** ***** ** ********
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
815 - 2360 Dundas St W
Toronto, ON M6P 4B2
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.