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Complaint Details
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Initial Complaint
01/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered the Spider Web Ring (solid **** sterling silver, size 7) on November 24, 2023. When I received my order, the ring was too small, so I contacted customer service and asked if I could exchange the ring for a bigger size. My request was approved, so I sent the ring back and ensured that I followed all the instructions- I packaged the ring with care, shipped it in a bubble mailer, and emailed customer service with the tracking information (# **** **** **** **** **** 32). The ring was successfully delivered to ** on January 2, ****. I have emailed customer service throughout this process and have gotten no response. I get automated messages stating they are behind and will contact me when possible. Additionally, I have messaged ** on social media and have not received a response. Many other people are having issues receiving their orders and contacting customer service. ** is active on social media but cannot respond to people. I have sent countless emails, and now I am beside myself. This was my first time ordering from **. The packaging of the items I ordered and the quality was excellent. Now, I am incredibly disappointed in my experience with **. I checked the status of my return on the ** website, and it says, "Return in progress. Your return was approved. We emailed you a return shipping label, or you will receive one soon." This is ridiculous, as I have already sent the item back. I am also confused about why I just got a text from ** about a restock. It is disappointing that many customers, including me, need help with their orders, and ** prioritizes restocks and social media posts.
Business response
02/01/2024
Hey *******, thank you for bringing this to my attention. We apologize for any delays in our response this holiday season!
After reviewing, I found your return was completed on Monday, we followed your note in the package along with any email instructions you've provided ?? Thank you for your patience with our team as well as support with our art and designs.??
TRACKING:
**********************************************************************************Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased serveral items from the black friday sale on November 24, 2023. After recieving the items, I wasnt happy with the quality of two pieces and the sizing of the rings. I notified the ** team that I needed to request a return and a refund and got no response from them - only a copy and paste of the *** on their website. I then paid for return shipping with my own money (** advertises free returns) in order to meet the return window. My package arrived back to their warehouse the first week of January ****. Weeks later, I still have not gotten any real updates regarding the status of my return nor have I gotten my money back. I have tried to email them multiple times only to be told I am in their queue. I do not understand why it is taking weeks for me to get my money back. Stay away from ** customer service.Business response
01/26/2024
Hey *******, thank you for your incredible patience on this issue - we apologize for any delays in our response! After reviewing, I found we are unable to issue a refund for more than the order total. Our team issued a full refund yesterday for you, the refund has been pushed through officially. Please allow 3 to 5 business days for the banks involved to finalize this transaction for us.Initial Complaint
01/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a ring from the brand Hard Jewelry, on December 17th. The order said it would take ***** business days. It has exceeded that time, and I've yet to receive any message back from the company. I went to their social media to see if anyone else was having similar issues, and it seems many are not being given what they paid for.Business response
01/12/2024
Hey *******, thank you for bringing this to my attention! After review, I found your order is being prepared to ship as we speak - we are working around the clock to ship all remaining orders in queue. We apologize if your order is arriving later than expected.
I went ahead and issued a partial refund to compensate you for the delays. We also provided a tracking link for that parcel, you can expect movement on tracking as soon as its dropped off at ***** Thank you so much for your patience and support towards the Hard Jewelry team!
TRACKING:
**********************************************************************************Initial Complaint
01/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #****** I ordered the Prehistoric Rex pendant and rope chain on December 2nd for my boyfriend as a Christmas Gift. I was understanding of the delays due to the holidays, but over a month later none of my emails regarding where the package is/what its status is have been met with any helpful or direct information and, as of right now, I can only see my order as confirmed. I still want to receive the items, but this has been a very disappointing experience for a longtime fan and I am requesting at minimum to know the exact status of the order.Business response
01/07/2024
Hello ******, thank you for your incredible patience on this issue! After reviewing, I found your order was originally expected to ship and deliver between December 22nd - January 1st.
Because your package has been delayed almost two weeks now, I will pass on your order information to our warehouse manager and have it printed and fulfilled early next week.
I also went ahead and refunded the entire cost of the purchase so its on us, We hope you enjoy the jewelry and freebies when they arrive!Initial Complaint
06/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered two packages on May 27th from Hard Jewelry and paid for expedited shipping to have them both before June 2nd. Estimated arrival was June 1 - June 2nd. It is now showing that the packages will be delivered June 3rd. Again, I paid $42.72 for expedited shipping so we could have them before we leave the country. I emailed Hard Jewelry explaining my issue and they only refunded me $9.00. I expect Hard Jewelry to refund me $42.72 for the expedited shipping.Business response
06/21/2023
Hey ****** thank you for your feedback on this!
After reviewing, I found you paid an additional **** for expedited shipping on your order. Our team issued a full refund on your shipping fee + an additional **** (totaling *****) as soon as we realized it was arriving late.
I went ahead and resent that refund confirmation just now for you. Always feel free to reach out if you ever need anything else at all!Initial Complaint
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made and paid for an order on November 25th. I never received my order and the company has not responded to my emails since December 12th. The tracking number they sent me has not been updated since Dec. 21st and states: "The acceptance of your package is pending." I contacted the post office and ******* told me that they have no record of that package and told me to reach out to Hard Jewelry to send another one. I did reach out but received no response. I tried contacting them via instagram, too, but never got a response. I asked the company for a refund since I never received my order, but there's been no response. I just want my money back.Business response
01/23/2023
Hey *****, thank you for your valuable feedback on this! We apologize for any delays in our response this holiday season.
After reviewing, I found your order should have shipped around December 22nd - because it never scanned with **** on time, we refunded it completely on January 4th. Please allow 3 to 5 business days for the banks involved to finalize that transaction for us!
If the package ends up arriving, you can keep it or gift it to someone you love. Always feel free to reach out if you ever need anything else at all!Customer response
01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
06/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Made a purchase on 4/20/2021, did not receive item. Contacted through email 5/25 6/03 6/10 with no response. I also reached out on social media to resolve my issue but received no contact.Business response
08/04/2021
Hello, we appreciate your valuable feedback on this issue! I sincerely apologize if your email was never reached. We make it a priority to answer every request within 24-72 hours.
If your issue has not been resolved yet - please email us directly at hardjewelrycustomercare@gmail.com - I will make sure you are taken care of!
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Get a QuoteCustomer Complaints Summary
19 total complaints in the last 3 years.
16 complaints closed in the last 12 months.