ComplaintsforYadav Diamonds & Jewelry

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with this company to create my custom wedding band. This was purchased only under the written confirmation (voluntarily provided by the company) that the order would take 7-9 days for completion. This was a time sensitive order and that confirmation was the only reason we ordered. After completing payment on July 9th, I never heard back via email. I waited (7) biz days to reach out to the company via email to ask the status of my order. I was expecting by then, at least an order confirmation or receipt of payment. On July 20th I was told it would be ready by 'end of week'. After waiting til end of week, no response. On July 27th (5 more biz days later) I reached out to express my disappointment in their under-delivery and over-promising. Only after chasing them down by PHONE did I get a *************** that my order was done. Lastly, the ring I received was the WRONG size. Inspection confirmed by a jeweler - and had to cover costs to have it RESIZED. Completely fraudulent.

  

  Business response

  07/31/2023

  Dear *******************,

  
  I want to extend our sincerest apologies for the disappointing experience you had with our company while creating your custom wedding band. We deeply regret any inconvenience caused and understand the importance of timely communication and accurate delivery, especially for time-sensitive orders like yours.

  
  Since your interaction with us, we have made significant changes to our internal processes to prevent similar issues from happening in the future. We have implemented strict policies and guidelines that require our support team to be proactive in following up with customers throughout the order process. Our aim is to keep you informed every step of the way and provide timely updates on the status of your order.
  Regarding the timeframe of completion, we acknowledge that there was a discrepancy between the initial confirmation and the actual delivery time. We have taken steps to ensure that our customers receive accurate estimates for custom orders, and we are committed to meeting those timelines.

  
  As for the issue with the wrong ring size, we deeply regret the oversight on our part. We are committed to maintaining the highest level of quality and accuracy in all our products. We have reviewed our quality control procedures and made improvements to ensure that such errors are minimized in the future.
  
  
  We have now introduced a policy that allows users free unlimited 60-day resizing for any rings they purchase from us. This way, you can be confident that your ring will fit perfectly, and we'll take care of any resizing needs promptly and at no additional cost.
  
  Your feedback is invaluable to us, and we truly appreciate you bringing these concerns to our attention. We take your experience very seriously, and we are determined to learn from it and enhance our services accordingly.
  To make up for the inconvenience and disappointment you have faced, we would like to resize your ring free of charge. Additionally, please rest assured that our support team is always available to assist you with any questions or concerns you may have.

  
  Once again, we sincerely apologize for the lapses in our service and assure you that we are committed to providing you with the exceptional experience you deserve.
  If there is anything else we can do to rectify the situation or if you have any further feedback, please do not hesitate to reach out to us directly.
  Thank you for your understanding and giving us the opportunity to improve.

  
  Sincerely,

  
  ***************************
  Yadav Diamonds and Jewelry
  

  
  

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