Unable or Unwilling - whats worse?
I was ordering my husband's wedding band from them. The ring didn't fit but luckily I did buy the lifetime warranty - at least that was my initial thought. Because of the Tax war the original ring could not be made again because some materials (carbon fiber) wasn't available. The gave me a discount so I could order another ring from their side. So far no problem. I placed the second order in november and paid for shipping with DHL. At that time I was in a regular contact with the customer service. I asked them to notify me when my order was shipped, but they didn't. After a month I contacted the customer again and I was told, that the package was already shipped with UPS. You might think no big deal - but I had bad experience with this international shipping before, that's why I specifically asked to ship it with DHL. And turns out I was right. The package was sent back to America. I contacted the customer service again and they suggested to make the ring again. I was happy about the solution but reminded them to send it with DHL and notify me as soon as it gets shipped. But I didn't get a notification, so after some time I contacted them again. The third package was already sent with - you might have guessed it - UPS. Again. I was upset and contacted them. They were sorry but asked me to be patient. But after a week the tracking number was changed of the package and was sent back to America. I explained it to the customer again. Told them, that they needed to click on the new tracking number and that there was taxes that they needed to pay to receive the ring back. But either way I asked for a refund. Spoiler - I didn't get one. 50 Mails and 4 month later my husband still hasn't gotten his wedding ring. Either the customer service doesn't understand how tracking works, even though I explained them at least 2 times, or, and that would be worse, they do not want to understand. Because after all the explanation I feel gaslighted by them as they tell me, that in the original tracking number there is a "transit"status marked - but at the top of the page there is a clear alert box with the important information, that the package got a new tracking number. My advice would be to not buy from them. The customer service isn't able to send with the requested shipping service and they are unable or unwilling to track their chosen delivery method