Worst post-purchase experience ever
I've always wanted to buy jewelry from this website because I kept seeing their ads on Instagram. Since it's a large and seemingly reputable brand, I had no doubt it would be a great shopping experience, both in terms of service and product quality. I ordered a few earrings and a ring. The earrings fit perfectly, but unfortunately, the ring—even though I followed their sizing chart—ended up being a bit too big. Since it's heavier, it slips off my finger and I can't wear it. Still, I really liked it and wanted to exchange it for the same model in a smaller size. I contacted customer service to start the exchange process and was then faced with one of the worst post-purchase experiences I've ever had. I was told that not only would I have to pay for the return shipping and the shipping of the new piece, but I would also have to pay the difference in price for the ring, since I originally bought it at a discount, and the replacement would be sent at full price. I replied that I wasn't interested in covering all those extra costs just to exchange the piece, and that I would rather return it and get a refund. That’s when I was hit with another surprise: the company DOES NOT offer refunds—they only issue store credit. In other words, either way, I lose money. If I place a new order, I have to pay shipping AGAIN, and this time, without any discount. The pieces, while seem to be of decent quality (though I've only had them for a few days, so I can't say for sure), are not handmade. We're not talking about a small artisan with high production costs. For a company to charge customers for absolutely everything involved in an exchange, and still not refund your money if you're not satisfied? It's unacceptable. I DO NOT recommend this store. If you end up needing to deal with an exchange or return, you might as well say goodbye to your money. __________________ UPDATE: After the complaint here, the store contacted me and they were really attentive, offering (making it clear that it would be a one-time exception) to cover the return shipping costs and the re-shipping of the item. Unfortunately, the second time, I don't know why, the order was stopped by customs, which didn’t happen the first time, and I was taxed an additional 32 euros on top of what I had already paid for the ring. In other words, it ended up being more expensive. But anyway, I received the item in the correct size almost two months later. I wouldn't buy from the store again because of the logistics and the risk of having to pay customs fees, which I didn’t know existed and didn’t have to pay on the first order. Also, having to pay to exchange an item (not because I didn’t like it) isn’t fair to me. But, thank you for your help in resolving this issue.