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They don't deliver on their promises, and don't believe their offers to refund 10%

I ordered a necklace on October 31 for my wife's birthday on November 9, and since it was only 10 days away, I sent them an email a short while after placing my order, asking if it was possible to have it delivered before then. I got a reply 4 days later from "<Name Removed>", who said that since my order was placed just before the weekend (I guess Wednesday is just before her weekend), USPS can take up to 9 business days to deliver, so she sent me a link to pay an extra $10 to upgrade to UPS. My order would be on hold until I responded. I sent the payment in within that day, and asked for tracking information. "<Name Removed>" actually responded that same day, saying "The package will be shipped on Sunday and should arrive by November 6th or 7th." Great customer service, I thought!

Boy, was I wrong.

When I didn't hear back from her, I requested the tracking information again on November 4. She replied the next day, "I have sent a request to the shipping department to ask if your order has been shipped and the tracking information. Please expect a reply in the next 24-48 hours."

Nothing. Not a single email came.

On November 9, I sent them an email, still requesting tracking information. I also told them that I would start a claim with PayPal and submit a complaint to the Better Business Bureau if I did not hear back from them in the next 24 hours. No response, so I filed claims on November 10.

On November 11, I got tracking information, but they sent me a link to track the package via USPS, not UPS. That turned out to be a mistake, as they actually sent it via UPS (from Israel, by the way).

I replied that same day, complaining that it was a full week later than promised, so I got another email from "<Name Removed>" on November 13, saying, "We will be happy to refund the shipping fee you have paid plus compensate you with a 10% refund of the necklace's worth for all the inconvenience you have experienced. As soon as the claim you have opened on the PayPal website is closed, we will be able to refund the amount of $xx to your Paypal account." Note that they wanted me to close the claim before they refunded my money. Pretty sneaky, huh?

I told them that I would close the claim after getting the refund, but they responded, "Please note that we cannot issue a refund while the claim is on for a technically reasons (PayPal website does not allow it). We wrote to PayPal that we will be happy to issue a $xx refund to your account. We will appreciate if you will contact PayPal and confirm the amount." I still gave them the benefit of the doubt, and closed my claim on November 14. And sent them an email about the claim's closed status. And I sent them another one on November 15. And again on November 16.

It is now November 21, and there has been no refund yet. I got an email this morning (I think they can only respond to emails one day a week), reminding me that, "We wrote to you that a refund of $xx will be issued once you kindly close the claim as we cannot issue this while the claim is prolonging." Really? PayPal shows the claim was closed on November 14. I guess I have to wait another week for a response... I'm still waiting.

22 November 2012

Reply from www.mynamenecklace.com

Hi Ed,

I am sorry for this inconvenience. We have issued you a refund via Pay Pal. Please check your email for more information.

Again, I am sorry for this inconvenience.

Marketing Manager

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E Cenzon
United States