Complaints

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of 1/2 CTW 14k White gold diamond earrings online with Sales. I received the item today with the backing of the earring mix match. One is larger and the other is small for like a Childs earring. I called customer service who said she called the store and the item in stock in the store and they can exchange them. I get to the store and I am helped by a woman name ***** who tells me they cannot exchange they can only give me two new backs if they have the correct size. I said no I want the earring backs that are to come with the earrings that I purchased not a random pair that will fit. she stated then they are unable to help me because the item needs to be inspected upon return and that needs to be returned by mail. I called back to customer service and was told they do not do exchanges for online orders, go back to the store for exchange, I explained I did already. I asked for them to set up a pick up from UPS for this item, I asked for a prepaid label be sent to me, no assistance was given to me at all for the purchase. I was chatting with their staff via chat at the person just stopped responding. My issue has not been resolved. the item I ordered was received incomplete/wrong and needs to be corrected.

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