Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September ****** I purchased a necklace from this company. When received on September 17th, I was very unhappy with the quality of the design and emailed the company the same day that I would like to send it back and process and refund. I sent it back and paid postage out of pocket to do so ($10) and emailed the company to confirm its receipt back, which they did. I have since sent 6 emails on an almost weekly basis asking about the status of my refund. Each time I am assured it is being processed the same day. It has still not been refunded. Its been 2 months since my order. This is absolutely unethical and unacceptable business practice and I want my money back plus the cost of shipping.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 4th I purchased a necklace and 3 charms online at shop.heidijhale.com. I spent $305.55. 2 weeks later I received the jewelry and the necklace was too short and one of the charms was deflected. I called the shop and spoke to ***** who told me I could mail the jewelry back to the shop and they would request a refund from *****. On Jan 2nd I shipped the package back and was told it was delivered on Jan 5th. I emailed letting ***** know that I had sent everything back and was told that I would have a refund to my original payment method in 3-5 business days. It has now been 5 weeks and I have not received anything. I have been given the run around on the phone as I call every 3-4 days. I am requesting a refund for items that were sent back 5 weeks ago. I dont think that is too much to ask.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband purchased 2 necklaces for my mother's day gift on May 4, 2023. It took way longer then the explained shipping time to get the order. My husband reached out and ***** said that they are having issues with employees and getting certain items. Okay, I understand. We didn't receive it until June 6, 2023. When I opened the necklaces, the appearance of the silver was nothing like what was pictured online and some of the hooks looked super cheap. I told him to return it, especially after what it cost (******) and the time that we waited for it. When he put the request in, ***** called and wanted to speak with me and have us send pics. I spoke with her and she stated that, no the silver was not supposed to look like that and Yes, those were not the right clasps. She asked us to return it and she was going to throw in a silver ring with my late dog's nose print. We returned the package. I believe she rcvd it on June 17th. Fast forward to July 16 & 18, I attempted to text her, requesting an update. Just to see where we are at with it. No response. I sent an email July 21 to their support contact and so far, nothing. My husband and I have called multiple times to the contact number on the website and it goes to a full mail box. We can't even leave a message! I am requesting my money back. She has been posting new items on ******** everyday, but cannot reach out an complete orders that have already been placed.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made a purchase and never received my product. No communication has been made even though I have tried to call and email. I either want my order to be fulfilled or a full refund.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband purchased a personalized bracelet on 12/10/2022. The bracelet never arrived & ********************* said they could not locate the order in their system. On 1/6/23 another personalized bracelet was purchased. The bracelet did not arrive for weeks, and when it did, it was extremely damaged. I took video and photo documentation, then contacted the company. I received no returned communication. I contacted the company on their contact page via their website, no returned communication. I contacted the company via their text option, yet again, no returned communication. I then called and called. I left voice messages, and tried daily until I finally got an employee on the line. The employee found my email, with photos, while I was on the phone and apologized. Employee assured me a new bracelet would be mailed and shipped with 2-day shipping free of charge. Weeks later, I finally received the replacement bracelet only to find it is the SAME bracelet that I originally received and mailed back to them. This time, the bracelet is visibly more damaged, and still has metal shavings covering it where it is clear they attempted to do a poor job of sanding the scratches down, before resending it to me. I again email, call, text, etc. To date, I have received zero returned communication from *********************, or any employee of. I have received no replacement bracelet as of today, 3/7/2023.

*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. ↩