ComplaintsforIceCarats

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Item 925 Sterling Silver Earrings Brillant Cut Cubiz Zirconia (ASIN: B009SDQBAI) from AMAZON.COM.BR to sent to a friend who lives in ************* ****** on on the 26th of January for R$847,62 or USD$ ****** which was deducted from my account at the current exchange rate. On March 9th, the day my friend received the item in ****** I called and also sent a E-mail to IceCarats becasue instead of earings they sent a 14K Cat Heart pendant. The next day I checked and on IceCarats website and the Pendant was listed for $114.00 (254.22 origionally) and the earrings were $99.00 (283.14 origionally) all in USD. After E-mailing them on the ****th of March they did not respond until the 15th of March after 2 additional follow up E-mails and having to call them. They suggested to request a return from Amazon ******. Unforntunately due to the amount of time it took the order to get to ******, around 6 weeks, Amazon said that the return policy ended on the 17th of March. During this process they offered me to waive the $15 dollar difference between the Pendant and the Earrings, the price difference that is currently on their website between the two. Then they said that my friend can return the Pendant and out of pocket and they will then refund that amount and then send her the earrings. Knowing how long that takes it will be at least a 3 month turnaround for what was supposed to be an anniversary gift in February. I have repeatedly asked them how much just to have them resend out the earrings and have her keep the pendant so she doesn't have to go through the hassle of everything. Their response was to just reorder the item thru Amazon ****** with is the same price but the exchange rate would make it UDS$ ******. This company is costing me money for a product that they did not double check like they claimed to and I have been dealing with resolving it with them for 2 weeks now.

  Business response

  04/12/2023

  To BBB,
   
  Thank you for your email.
   
  We have just received the notification about the complaint today, April 12th. We have not been notified regarding the claim since March 21, 2023, thus no response was made to BBB from our end until today, however, we have been in contact with the customer continuously to resolve the issue.
  
  To summarize, the order was made on Thu, Jan 26, 2023, 8:38 PM BRT through Amazon and IceCarats fulfilled the order on Fri, Jan 27, 2023, with the estimated date of Delivery on Thu, Feb 23, 2023, to Thu, Mar 9, 2023. Amazon set up all shipments including payments for this order. 
  
  We were first informed of the issue on the incorrect item on March 9, to which we responded. However, since we have limited information on the item received, we have to rely on the provided images by the customer and further research so we could provide the correct resolution. Looking at our email responses, we responded to the customer emails last March 9, 10, 14, 15, and 21. We also called tried to call the customer for possible resolution. 
   
  Please note that since the order is done through Amazon, prices are not handled by us. The difference in prices within websites could be due to differences in conversion, running promotions, inventory, etc. As a courtesy, we offered for him to keep the item received, though it's at a higher cost than the earrings, however, the offer was refused. 
  
  The customer requested a replacement on March 21, 2023 in which we have responded to return the incorrect item first so we could process the replacement once the return is delivered. The customer's order is within 30 days, and as per Amazon's process, the return request should be made via Amazon - back to their Amazon ****** warehouse. Unfortunately, the customer was unsuccessful in doing so, as a result, we provided an option to send the item directly back to our US warehouse and we will issue a replacement manually.
  
  Additionally, the customer had inquired how much extra it is for us to send the earrings so they wouldn't have to send the pendant back. As the order was made through Amazon, we would not be able to charge the customer for any new order, thus we provided the customer with the link of the earrings and advised to reorder. All of this is in line with Amazon's process.
  
  In the end, we both agreed that the customer will return the order and we will monitor and replaced. Please note that at this time, his return cost was refunded and we have expedited the replacement and process it although the return is still in transit.

   

  Thanks

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