Bait and Switch
I ordered a “Custom Charm Necklace” from Eternate as a gift. The product page displays the item with a chain in every single image including the hero photo and all thumbnails. The product is named a necklace. When the package arrived, it contained only loose charms with no chain. What I received cannot be worn. It is not a necklace. Eternate’s defense is that a checkbox labeled “Include Chain” near the bottom of a long customization flow was left unchecked. That checkbox reads as an optional upgrade or extra chain, not as the determining factor between receiving a necklace versus a handful of loose charms. There is no disclosure anywhere on the product page that the chain is sold separately. Every visual representation of the product includes one. They took $219 for a necklace and shipped me parts. After multiple email exchanges with what appears to be a rotating cast of customer service agents, Eternate refused to send the chain or offer any meaningful resolution. They have essentially acknowledged the UX is confusing but declined to take responsibility for it. I am keeping the charms because my wife likes them, but I want other customers to know exactly what they are buying before they spend their money here. If you order from Eternate, read every checkbox carefully. The product you think you are buying may not be what arrives.