ComplaintsforItsHot.com

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a diamond bracelet from itshot.com on May 18th 2023. The bracelet is defective. One of the pins that holds the bracelet together slid out. According to my local jewelry store there shouldn't be a hole on the outside where the pin slid out. I contacted itshot and ask for an exchange because I didn't think a repair would fix the problem and I paid $2600. I'm not looking for a return. I just don't want a repair and the same thing to happen and loose the bracelet. I just want to exchange it for another item for equal value and not defective.

  Business response

  09/13/2023

  The pin definitely should not have came out by itself but you either did not understand ************ or he/she gave your wrong information: the way this bracelet works and any stainless steel bracelet on a watch for example works, in order to **** it must have holes and pin inserted in these holes. So will surely review and fix any problems with the bracelet free under warranty, but same as you can not purchase an automobile, drive it for 3 months and then try to exchange it for another automobile, no company will allow doing it, if there are any issues with that automobile they will be fixed under warranty, the same way it works here: because we do not sell used items, we would not be able to allow switching to a different item. But as all our items come with warranty, any problems with this item will be corrected for free.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number: ****** Date/amount of first transaction (down payment): $43.50 on May 29, 2022 Total payment: $390.60 Complaint: Initially began payments to purchase an item under the impression, as per the terms of service, that I would be able to cancel my order before the item was shipped and receive a full, excluding only the original down payment. Upon speaking with 2 customer service representatives to request a refund (one through the live chat service on the website, the other over the phone), this information was confirmed by both employees who assured me the refund would be initiated.Later, I received a call from management stating they will not issue a refund but a store credit instead because the order was placed over 6 months prior.This policy is misleading and was not part of the terms of service when I originally began making payments. I was assured that until 30 days after receiving the item, that the purchase was risk-free or I would not have made the purchase to begin with.I was not even offered a partial refund beyond the original promise of a full refund, less the original down payment (which ultimately was not honored).Considering I was informed before the purchase I could get a refund, and that this information was confirmed by 2 employees on a recorded line and the item was never even delivered, I expect to be refunded as agreed.When I am ready to make this purchase and all future purchases, I am highly considering using one of many other companies in direct competition instead. If I cannot be refunded payments for an item I have never even received I absolutely will, even if it means not being able to use these funds itshot is holding hostage. I have no desire to give my business to an establishment that renegs on their guarantees, especially considering the circumstance that I have never received any items to begin with.

  Business response

  06/01/2023

  Hello,

  our layaway terms, which are clearly displayed and you agreed to, are 6 months. Within 6 months, yes, we would be able to to refund you or make changes to payments. The problem is, you never completed the layaway or contacted ** within these 6 months, it took you about a year to contact **. Unfortunately the way the banking system is set up (its not our internal system, its the banking system in general) is that we, the merchant, are not able to issue a refund for a charge made over 6 months ago. Again, its not just because we don't want to do it, but because the credit card processor and banks don't allow it (we do not have the refund option in our system for this order anymore). So representative offered you the best option that he/she could: to use the funds as a store credit for anything else.

  Regards,
  **********
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Rolex watch for $5,937.60 on March ******* order # ****** then it switched to order # *****. The watch was 100% refundable up till 30 days. I called the company and asked if the watch was used and they informed it was which at that point I requested a return. The company stated the watch was non refundable. I want to return the watch. Its within the 30 days and I explained why I wanted to return the watch and the company said no. I need help.

  Business response

  05/09/2023

  Customer contacted us and said she wore the watch, but she thinks the watch is possessed by demons as she has some odd things happening around the house. We do not believe in demons and once item is worn our policy states it is not returnable, but management always tries to accommodate customer requests and they approve to exchange the watch. The watch was clearly advertised as pre-owned though, it clearly states in item's description of this watch on our website: "Please note: this custom Rolex diamond watch is pre-owned and comes with a 5-year warranty from ItsHot.com"

  Customer response

  05/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  [Your Answer Here]
  
   
  
  I didn’t not state the watch had demons I said it was haunted because there was unexplainable events that occurred in my home. There was a ballon in my living room that magically made it into my bedroom which is not possible unless it was physically moved, about 20 hangers fell out of my closet one morning when I wasn’t near the closet, all my pans fell on the kitchen when my sister and I were in the living room, my husband heard me call his name multiple times when I hadn’t, the radiator in the bathroom fell off when nobody was in the bathroom  none of things things ever occurred in the eight years I’ve lived here until the watch was on n my home  my husband took it to his mothers house till it could be exchanged and all unexplainable things stoped once it was gone. I have multiple witnesses of these occurrences which was beyond disturbing. The company said they would exchange the watch which they did and when the other one was sent the box had water damage and the gasket was exposed.  I called the company as well as sent pictures, they then said they will repair it.  I was upset with this because I couldn’t fathom why a company would send a water damaged box and a watch with an exposed gasket.  The company said to send the second watch back so they can repair it. My husband wants to ship the watch to Rolex to be properly serviced. 
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased an aqua master **** tcw diamond watch (white ceramic) for $650, and as promised, i was given a partial credit in light of their honoring lower prices. The watch was shipped. I love it - but after a couple of days, i noticed the watch stopped. After some emails back and forth, i returned the watch for an exchange of the same watch because you cannot receive a refund if you've pulled the tag off the item you purchased. So, apparently they took the same watch and possibly changed the battery, and removed a link or two so the bracelet wasn't as loose. I received the watch back, and wore it with the tag on it (they replaced the tag). Again, waited a few days, then the watch fell off on one side (missing a piece to secure the ceramic links). Annoying, but i figured rather than pay another $50 to ship it back, i would fix it. A couple of weeks later, the watch stopped again. So, since this has been going on for probably 6 weeks or more, i was told that i would need to talk to the manufacturer. The watch is an AQUA MASTER. I suppose i'll update this information after i contact the manufacturer, whom i believe to be out of business.

  Business response

  10/06/2022

  We looked up the order notes and the issue was resolved.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a watch (JoJino Mens Diamond Multicolor Watch 0.89ct/ Model # IJ-****) from Itshot.com on 4/20/22 (Order # ******). Which was advertised on their website as coming with two additional straps in addition to the watch, but when I received the watch it only came with the watch itself. I contacted the seller by phone and they told me they would take care of the issue, but I need to email them about the problem. After emailing them, I received a response saying "Thank you for reaching out. Unfortunately, it does not come with extra bands any longer, the manufacturer does not provide it anymore. The listing was modified on our website but it takes sometime to update." However, it is still being listed on their website as coming with extra bands.

  Business response

  04/25/2022

  Hello,

   

  unfortunately manufacturer stopped providing extra bands for the watches, so there is nothing we can do here but to offer client to return the watch for a full refund. Images were updated, but it is taking time to update everywhere because of cached content, so it might take a few days for the update to propagate.
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order a bracelet that was advertised in stock but was told it had to order and I gave my deposit the date kept changing on when my bracelet will be finish I ask for a refund and cancel my order and the sales guy started being rude and hung up on me. All I want is my refund from this company they are bad for business

  Business response

  03/15/2022

  ******** called on 2/16 and placed the order for a CUSTOM bracelet in 10k gold, while we had the bracelet listed on the website in 14k gold, he requested us to make it in 10k gold to make the price several hundred less. Sales person informed ******** that this is a custom order and will take 3-4 weeks to complete. ******** asked if the order could be rushed, salesman informed ******** that we will try to do in 3 weeks but at this time we are not able to promise earlier delivery. I see that ******** has been contacting us almost every day asking for statuses (a total of 26 phone conversations). We will have management review the conversations but it sure does not seem as anybody hung up on ******** (our management will review the conversations though). The bracelet was completed within the promised time frame, and ******** notified.

  Customer response

  03/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My name is ******* so you know I havent talk to nobody ********************************************************************** that this had to be made because they didn't have it in stock anymore and gave me a choice or 10k or 14k so I choose the cheaper one I never ask for a custom piece and when they kept giving me the run arounds I ask for a refund of my $1750 deposit and they told me to email there business office for my refund which I did and still haven't got my refund or an answer

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  

  Business response

  04/03/2022

  Sorry about the name, you are correct, ******. Please check your phone history, between 2/16/2022 and 3/15/2022 there are actually 27 calls, here are the dates:
  *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** *************************** ***************************
  
  We listened to conversations and I am sorry but you are incorrectly stating that we offered you to make the bracelet in 10k or 14k. This bracelet was never available in 10k. You first placed the order for 14k bracelet, then called us and asked if we can make it in 10k gold instead to reduce the price. Repetitive informed you that we can custom make it for you in 10k for the reduced price as you requested. Representative also very clearly (more than once) mentioned it will take 3-4 weeks to make the bracelet, to which you replied it is not a problem and you can wait.
  
  From what I see from internal notes the agreement was already reached though regarding this issue.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent around **** with this company thinking that I purchased real gold but turned out to be gold plated. They stopped answering and replying to my emails.. I need help please

  Business response

  02/13/2022

  Customer DID purchase 10k gold jewelry (not gold plated, real 10k gold). What he did, he washed the jewelry in the washing machine with detergent with chlorine, which caused the jewelry to oxidize and tarnish. Although pure 24k gold does not tarnish, 10k gold is note pure gold, its only about 40% gold and about 60% of other metals in the mix, and because there is 60% of other metals in 10k gold if you expose it to chlorine it might oxidize and tarnish). Customer was explained this and asked to actually test the jewelry to see that it IS 10k jewelry as described.

   

  Customer response

  02/14/2022

  Good afternoon first of all I've been in touch with the company they promised that they will take care of the problem for me and in regards to them stating that I washed my jewelry in the washing machine that is true I left them in my pant pocket but it wasn't on purpose and the second thing they mentioned that detergent has chlorine in it that's not true as you as you see in the attached picture TIDE detergent does not have chlorine in it... And if that's the case that means nobody can swim in any pool wearing jewelry cuz all pools has chlorine in them and when we say tarnished that's when jewelry fades a little bit but in mycase my necklaces turned black literally black in a matter of 30 minute wash so there's something going on but to get to the point Erika from it's hot was amazing and promised that they will take care of the problem for me and they promise that they'll be able to clean the tarnished necklaces and we go from there
  
  thank you and God bless

  Business response

  02/15/2022

  I see notes on the account and customer keeps changing stories: first he claimed that he washed the jewelry with the dishwasher detergent, now he is claiming he washed it with Tide. There were many communications. The point is we agreed to assist customer with repairing damaged jewelry but since customer made a claim that the jewelry is not as described we asked the customer to actually properly test the jewelry and provide us with paperwork stating the jewelry is not as described or confirm he tested the jewelry and it is as described 10k gold jewelry. Customer should not throwing claims without properly testing the jewelry (we DO know it is 10k gold jewelry exactly as sold to the customer, but now because customer made a false claim that jewelry is not as described we asked him to properly test it before we can provide assistance in repairing it).

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i went to the store multiple times 1st order i can exchange it 2nd order she didn't have in white gold to basically i told her get me it in yellow gold i went to pick up the chain i had problems with my chain i went back with my invoice and showed it to her to i said i didn't like it in yellow gold can i exchange it for white gold she told let me keep invoice and the chain see what can i do i came back for the chain no invoice. i went back again and asked her if she can return the chain or refund me back the $ she said she can't and i was under my 30 days

  Business response

  11/18/2021

  Customer visited our *** store to exchange the chain he purchased earlier for a thicker chain (he physically saw and handled the chain), he was also informed that exchanged are final. After few days wearing the chain he came back and tried to return the worn chain stating that the chain is too flashy and he is afraid to be killed. We are sorry, but at this point we are not able to take it back for a refund, but based on circumstances management offered customer to exchange it for any other item(s)at the store. So customer is welcome to come in and exchange it for something else but sorry, at this point we are not able to offer a refund.

  Customer response

  11/24/2021

  i sent you the receipt and it said 100% satisfaction $ back Guarantee put they not doing 100% Guarantee and were it on the receipt it says i can only exchange it once
  

   

  
  

  
  
   
  

  Business response

  12/05/2021

  The receipt as you mentioned clearly states our policy. Sorry but you can not wear the item and then return it for a refund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩