Dear Stephanie,
We sincerely apologize for the delay in responding to your review. We are truly sorry that it has taken us this long to acknowledge your experience.
We are deeply sorry to read about what happened with your necklace, especially since it was intended as a special gift. A clasp falling off is incredibly disappointing, and we completely understand your frustration — particularly when you then had to go through the return process.
We can see that your returned item was received and that a full refund was issued.
While we are glad the refund was processed, we truly regret that the overall experience left you feeling stressed and unheard.
As a small gesture of our sincere apology, we’ve added a $15 store credit to your account -simply as a token of our appreciation and regret for your experience.
We sincerely regret that your experience did not reflect the care and quality we aim to provide.
Warm regards,
Lisa Leonard Customer Service Team
Dear Linda,
We sincerely apologize for the delay in responding to your review. We are truly sorry that it has taken us this long to acknowledge your experience.
Reading your message genuinely saddens us.
We completely understand how frustrating and exhausting it must have felt to deal with order confirmations, cancellations, shipping address concerns, and delays in reimbursement -especially when you were simply trying to ensure your gifts arrived correctly.
Please know that while we do use automated messages to acknowledge inquiries, every customer email is reviewed and handled by a live member of our customer service team.
We are very sorry if that was not your experience or if the communication felt impersonal.
That is never our intention.
We deeply regret the inconvenience you experienced with the address update and the cancellation process. We understand how disappointing that must have been.
We are sincerely grateful that you took the time to share your experience.
Feedback like yours helps us reflect, improve, and continue striving to do better for every customer we serve.
Warm regards,
Lisa Leonard Customer Service Team
Sandra,
First and foremost, please accept our sincerest apologies for both the experience you described and for our delayed response here. We are truly sorry that this situation caused you frustration and disappointment.
We completely understand how upsetting it must have felt to be without the jewelry and without clear confirmation regarding your refund at the time. That is never the experience we want any customer to have.
After reviewing your orders, we can confirm that the refund was successfully processed.
While we are relieved that at least the refund reached you, we are genuinely sorry that the overall process did not feel smooth, timely, or reassuring.
We are truly grateful that you took the time to share your feedback. Reviews like yours matter deeply to us -we listen, we reflect, and we continuously work to improve because of them.
We understand that quite some time has passed, and as a small gesture of care and appreciation, we’ve added a $15 store credit to your account. We truly hope this conveys how much we value you.
Thank you again for your honesty and for giving us the opportunity to learn.
Customer Service Team Lisa Leonard
Hey,
We are so incredibly sorry -not only for the experience you went through, but also for the very delayed response here.
Reading your message truly pains us, because this is never how we want anyone to feel after trusting us with their order.
We completely understand how upsetting it must have been to return your items, have proof of delivery, and then feel like you were not being properly updated.
That uncertainty and silence can feel extremely frustrating, and for that, we are deeply sorry.
After carefully reviewing your case, we can see that a replacement order was sent to you, and that you were assisted by members of our live customer care team.
Our team is made up of real people who genuinely care, and we are sorry if at any point it did not feel that way.
You deserved clarity, reassurance, and attentive communication.
As a small gesture of goodwill and appreciation for your patience, we have added a $15 store credit to your account. It is a modest token, but it comes with sincere intention -we truly value you.
Thank you for taking the time to share your experience.
Even when it is difficult to hear, feedback like yours helps us reflect, grow, and continue improving.
Customer Service Team Lisa Leonard
Hey Kimberly,
We are truly, deeply sorry for the disappointment and frustration you experienced -especially with an item that was meant to be special for the holidays. Receiving an engraved piece with an error, after waiting and reaching out multiple times, must have been incredibly upsetting. That is absolutely not the experience we ever want for you.
We are also very sorry for our delayed response here. You deserved timely communication and clear follow-up, especially after sending the requested photo.
Please know that we have asked a member of our customer care team to personally reach out to you directly to make this right. We would truly appreciate the opportunity to offer you a proper resolution and a meaningful gesture of compensation for what happened.
Your feedback genuinely matters to us. While it is difficult to read, it helps us reflect and improve, and we are grateful that you took the time to share your experience.
We sincerely hope you will allow us the chance to restore your trust.
Customer Service Team Lisa Leonard
Doug,
We are truly and sincerely sorry -both for the experience you described and for our delayed response here. We understand how upsetting and frustrating this must have felt, and we deeply regret that your experience led you to feel this way.
The holiday season brought an unusually high volume of orders and inquiries, which unfortunately caused delays in some cases. While that provides context, it does not take away from your experience -and for that, we are genuinely sorry.
After reviewing your order, we can see that a replacement shipment including the missing item was sent on January 10, 2025.
We truly hope it arrived safely.
Please know, we would never intentionally take a customer’s payment without fulfilling their order. That is simply not who we are. Our business is built on trust, care, and meaningful pieces created for special moments -and your trust matters to us more than anything.
As a small gesture of goodwill and apology, we have also added a $20 store credit to your account. It is a modest token, but it comes with sincere intention.
We genuinely appreciate you taking the time to share your feedback. Even when it is difficult to read, it helps us reflect, improve, and continue striving to do better.
Customer Service Team Lisa Leonard
