ComplaintsforJewelryKeepsakes.com Inc

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on August 19, 2024. I ordered a pocket knife in memory of my grandfather, who just passed away. When I opened the package and saw the knife I was so disappointed, because it was NOT as advertised on the website. The website has it pictured with a deeper engraved fingerprint, but the one I received looks nothing like it.I called the company twice to ask them about it and both times they were extremely rude and they refused to help or work with me at all.I work at funeral home and we would speak to a family that just lost a loved one the way they spoke to me.

  Business response

  09/04/2024

  That is not correct.  **************** contacted our office yesterday on two different occasions.  She expressed that she was expecting a deep engraving on the knife as the other company she had previously ordered from deep engraved their Kershaw knives.  Here is the product page for our knife:  **********************************************************************************************************; The knife she received is exactly as described.  Nowhere in the description does it state that the knife is deep engraved however states that it is a high-definition laser engraved image of the print.  Furthermore, we also explained that our return policy states that personalized items are non-returnable unless there is a manufacturer's defect.  *******************************************. There is nothing wrong with the knives - she simply did not like the way they are engraved.

  We do not deep engrave the knives as it compromises the integrity of the knife.  This in turn would be giving a customer a product that is compromised and, therefore, misleading the consumer.  I even went so far as to send her the warranty under ******* knives to further support why we do NOT deep engrave and nor will we ever for that exact reason.

  It was **************** that was rude and combative and in her final email to us (attached) essentially used her position as funeral director in a large district to threaten the livelihood of our company.   She stated that she will essentially be misleading families that use their funeral homes to believe something about us that we are not.  I feel I was direct and honest with her and encouraged her to go back to the other company that she was using if that was what she was happy with.  Again - we will not risk our integrity of products or the integrity of our business to partake in practices that will compromise our products for the customer.  That is not who we are nor whom we have ever been.

  Her complaint is false and completely without merit.  Her exact words to us "I will tell them that, while I do feel I am owed some compensation, I am not upset to not get compensation, but I am very upset by the false advertising and the hateful and uncaring tones and lack of any sign of compassion that your company shows. I will let them know that even if they order and get the highest quality product, they will be supporting a company who cares nothing about them."  That is slander and something we take very seriously.  In no way, shape or form will engage in that kind of behavior.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ***** $ ****** First necklace looks like a hologram it doesnt state you need to hold it a certain way to see it they tried to fix it and it still looks horrible. I even showed peers at work they were shocked how bad it is they sent me another one with a hallow around him but that didnt work Order # ***** $****** Then the other order a paw necklace. I ordered script but I cant read it at all they said because it doesnt fit. Well then why didnt someone contact me to say that. They sent me a new one in block which I agreed to and only 1 line since more cant be added. But they sent me white when the original one is black. And it is glued shut. Meaning someone might have their pets ashes in it and I wasnt going to force it open and break it to find that out. I believe they should put in their pages it will look like a hologram and not a picture and it has to be turned a certain way to see it and you cant get script on the paw and only 1 line When I wrote a review on their site they wrote and said we helped you enough. And my review isnt on their site to warns others. My dogs death was traumatic enough then go through this with them to order something nice to remember my dog this is horrible. I dont care if I need to return all and get a full refund but I believe they are shady. I sent in picture of what they sent and how they make it look like you will get on their site very disappointing

  Business response

  02/21/2023

  This is what was emailed to the customer:  

  Hi ****,
  
  
  
  
  
  
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/12/2021 I order a bracelet through JewleryKeepsakes.com because they said they ship within 24 hours. It has been five days and they still havent shipped. I told them to cancel my order and give me a refund. They refuse to do so. So they scammed me out of $200.

  Business response

  12/16/2021

  ******************* placed her order on Sunday, December 12, 2021 at 1:11 pm MST.  We received an email from ******************** on 12/14/21 asking for an update as the website states that items typically ship in 24 hours.  We responded that in most cases shipping is within 24 hours but as she placed her order on a Sunday and that during the holidays our volume is significantly higher, it does take a day or two at times.  We then received an email from ******************** this morning, requesting a refund.  We told her that her item was going to ship today and that it was packaged and ready to go and that we would be happy to issue her a refund.  Or, if she would prefer, that we would expedite the shipping to overnight so that she would receive it tomorrow or Saturday.  She said that would be great and she would go ahead and keep the order.

  Customer response

  12/16/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
  
  They claim they would send my item last night. Which is false. Then she said it will ship today expedited. It still hasnt. It says awaiting shipment since Monday. I told them if they didnt send my item last night to refund my money and then she said today. They still havent refunded my money nor ship my item. 
  Sincerely,
  
  *********************************

  Business response

  01/26/2022

  After continued correspondence with the customer, we were unable to come up with a solution that was satisfactory to her and she was refunded $151.94 on December 16, 2021.  Upon closer inspection of her order, we noticed that there was a period added after one initial that the customer submitted and we believe she did not realize until after the order was completed.  We do not typically refund orders on engraved items when the customer is in error.  We believe that the customer realized the mistake and rather than be upfront and honest, she exacerbated the mistake on her place our company in the wrong - which we were not.  Had she been honest, we would have done all we could to minimize the error on her end and work with her.  However, she chose to file a complaint in lieu of being straightforward.  And still we went above and beyond to work with her.

  Customer response

  01/26/2022

   
  Complaint: 16370775
  
  I am rejecting this response because:I made no errors I put that period there on purpose because its apart of my fathers name. This company did not in anyway try to fix their mistake. Just kept saying they will ship it today two days in a row which they did not. This company is pathetic for trying to put blame onto me. I got fed up with their excuses and demanded a refund which after a week they finally did.
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩