Below is just a description of my conversation with tanzanite.com, among the toughest businesses with whom I've actually involved in a company deal.in a term, my encounter with tanzanite.com was terrible. Another appropriate description could be frustrating. To express that customer support isn't important for them is providing them with way too much credit. I used an excessive period of time and power attempting to create the very best of the problem – fixing or paying DUE TO THEIR errors – plus they merely didn't care. The toughest element, in my experience, was the truth that I had been purchasing a wedding ring for my (potential) spouse. A marriage is actually a meeting that posesses lot of meaning, and having a well-designed and stunning wedding ring is definitely an essential section of your day. It had been purchase that used to do not take lightly.
However, while you may follow in the schedule under, issues began to have a change for that toughest inside a week of the purchase. Ultimately, I had been only one minor client who displayed a to some business who requires no satisfaction for making a poor condition great. Following the entire show was around, I actually wound up spending money on nothing, equally economically with lost time. At this time, I'm like they gained. They dropped nothing, aside from one upset client. I'm like I dropped a lot more. And that's why I'm composing this publishing – vindication for myself, and ideally the opportunity to drive unsuspecting potential prospects from a cesspool of fraud and mess. Easily may move actually one paying client to a different site or jewelry-store, then I'd experience this posting is useful.
Initial Purchase Date: 11/12 (via Internet)
I requested a tanzanite and band via their website. The website is well-arranged, the research works well, and also the images are usually visually attractive. The majority of their regular bands are 14K whitegold. I chose to update to an 18K white-gold band, incorporating a minor extra price. The buying price of the band appeared very affordable, actually significantly less than I'd likely to spend. I had a need to get the band by November 28th to be able to provide it like a personal gift about the 29th. At that time used to do not anticipate this to be always a difficulty, whilst the site claims, “Tanzanite.com provides you with free delivery on all purchases over $199 via FedEx Express Saver®. Deliveries often appear within three to five company days.”
Little did I recognize at that time (which is partly my problem) that by improving to 18K platinum I'd really produced a ‘Special Order.’ Special Purchases aren't contained in the delivery outline above. I guess I ought to have simply recognized that “all orders” truly indicates “all standard orders”. On the other hand, a trustworthy organization could possibly note that specific purchases aren't prepared or delivered almost that quickly.
I proceeded to check on their site every couple of days to see the standing of my purchase. While it became obvious the purchase hadn't been delivered inside the recommended interval, I approached the organization again via the free form e-mail containers on the site.
Mail #1 (from me): 11/18
I advised the client support division that I required the order by Nov. 28th, and questioned if there is in whatever way (including paying extra costs) to facilitate the purchase.
Reaction Email #1 (from tanzanite.com): 11/19
To sum up, they conveyed the projected ship day could be Dec. 10th. (28 days in the initial purchase). I had been provided the choice to switch (limit) 18K White-Gold with 14K White-Gold, basically reverting back again to the ‘standard order’. Easily approved this suggestion, I'd get a reimbursement on my charge card for that variation in cost. Furthermore, the band might subsequently be delivered to ensure that I really could get the purchase by my goal day.
At this time, though I had been dissatisfied, I'd no option, and so I chose to limit and consider the conventional band.
Mail #2 (from me): 11/19
I replied for their mail later that same-day, accepting towards the purchase change. I required info on the brand new delivery time.
Mail #3 (from me): 11/21
Following A morning and 1 / 2 of no email reply, I delivered another mail. I published a note much like E-Mail Number 2 above.
Mail #4 (from me): 11/21
Another half-day passed and that I noticed practically nothing. This time around, I resent the concept, but delivered it towards the universal customer support current email address that's supplied about the ‘Contact Us’ site of the web site.
Phone #1 (from me): 11/24
I'd today waited 5 days (3 business days) and never gotten any reaction whatsoever. I quit on e-mail communications given that they were evidently no longer working. It appeared exceptionally fascinating that the.com organization wouldn't perform a greater work of tracking and answering client emails. Because all purchases are positioned via telephone or even the web, wouldn't it not be good sense that these types of conversation get high-priority? Evidently it had been just the preliminary purchase (and cost) which was essential. Regardless, I created a phone towards the organization and achieved the “customer support representative”. I take advantage of that phrase freely, since I have couldn’t inform easily was really speaking with a consultant of the organization. There is nothing towards the aftereffect of, “This is tanzanite.com, how do I assist you to nowadays? ” I certainly got the impact the lady A) Hated her work W) Hated me and D) would certainly somewhat not be speaking with me. The concept this lady was possibly getting requests, helping answer inquiries, and sometimes even worse, solving problems, is completely humorous. After explaining my scenario and detailing that I really could not get a contact reply, she decided to alter the purchase within the telephone, and return the purchase to 14K gold. I had been thrilled that I really could actually obtain a reaction at-all, and so I usually ignored the truth that to get my purchase by my goal day (November 28th), I had a need to purchase overnight delivery. Due to the Christmas vacation, I had a need to spend one more $19.95 for overnight delivery to obtain the band promptly. Obviously, the truth of the problem was when I'd obtained a contact response about the 19th, I'd not need had a need to spend this cost, and also the purchase might have been shipped over time, just like was guaranteed within their unique mail reply.
Reaction Email #2 (from tanzanite.com): 11/24/08
I obtained a contact conversation in the same individual who initially delivered me the reaction about the 19th. Laughably, he apologized since he'd been “out of work for some days.” That's after I first discovered that tanzanite.com includes a customer support division of just one. He was writing to follow up the purchase have been transformed, and could be delivered out about the 26th (today a typical purchase but nonetheless needed more than 24 hours to ship out, I suppose for that resizing).
Order Obtained (by me): 11/28/08
The bundle was shipped. Upon starting it, I had been pretty pleased with the looks of the band. It had been fairly, although not really strong. I'd my fiancée’s gemstone customized in a nearby jewelry-store, which band appeared strong and top quality. This band didn't evaluate, however again I'd settled significantly (hundreds) less for this. Therefore general I had been pleased with the merchandise.
The marriage was December 6th. Significantly less than 48 hours following the service, we were within the airport going for that vacation. Immediately after we got the airport, my spouse looked over her band and was surprised to determine this 1 of the tanzanite gems had merely dropped from the prongs. The band hadn't been put through any extreme tension; it had been nearly like completely new.By November 8th she'd to prevent carrying the band.
Phone #2 (from me): 12/17
I named the client support division to discover what I had a need to do to come back the band. I, obviously, understood I'd nothing to be worried about since tanzanite.com jewelry posesses 5-year warranty:
“All good stone, colored gem, jewelry and platinum jewelry bought from Tanzanite.com. Is guaranteed for (5) years in the day of purchase. All superb is real, reliable, and of constant top quality and value.” Certainly a business declaring constant top quality and worth might walk out their method to support this type of good name.
The client support consultant advised me that I really could deliver the band back, where it'd be examined to find out if there certainly was a deficiency which triggered the rock to become dropped. I will realize why they'd have to examine the jewelry before accepting to some fix or alternative; that's great company. Nevertheless, there is no reference to the delivery expenses, which, with following verification and insurance, called up to whole of $12.75. Evidently that wasn’t their issue or problem.
Faulty Band Delivered (by me): 12/19
I delivered the band back having a notice towards the customer support consultant, requesting him to preserve me apprised of the problem. I really published that I'd be pleased with whether fix or alternative, that I'd abandon that option as much as the “experts” centered on their capability to replicate the ring’s situation when it had been fresh. The following week was the Christmas vacation, and so I wasn't anticipating a fast reaction. I suppose I ought to rephrase – since in a few days was the Christmas vacation, I had been simply dreaming about any reaction.
Faulty Band Sent (to tanzanite.com): 12/22
Examining the postal service monitoring site, I had been ready to verify the shipping day.
Mail #5 (from me): 12/29
After waiting seven days in the shipping day and reading practically nothing, I believed it had been time for you to deliver another concept. I delivered a contact towards the universal customer support handle provided on the site, requesting them to verify the cargo have been obtained.
Order Obtained (by me): 12/30
With no preceding contact, verification, or conversation, I had been surprised to determine the shipping guy at my doorway keeping a bundle from tanzanite.com. My spouse and that I were so enthusiastic that people got the band I didn’t actually maintain it against them they never once offered me-any concept of the return order status. That enthusiastic sensation died a fast demise. We exposed the container to obtain the ‘new’ band. The band wasn't fresh, however in reality fixed. Which was no problem; I'd mentioned in my own observe that fixing it had been a sensible choice. That which was an issue was the band appeared as if it'd been bought for $20 in a local fleamarket. The 3rd rock have been changed, but evidently with a kid. A jeweler with any abilities or satisfaction wouldn't have provided authorization to ship the band we obtained that evening. Taking a look at the band in the aspect, the 3rd rock was obviously established less than another 2 current rocks. And also the next rock didn't be seemingly exactly the same dimension whilst the other two. The band only seemed poor. We understood instantly that it had a need to return.
Phone #3 (from me): 12/31
I named customer support, and also to state that I had been livid was possibly an exaggeration. My personal favorite female customer support consultant responded (notice phone Number 1 on 11/24). To review, she explained that I had a need to call-back in a distinct period (ideally Jan fifth or later), since it was a vacation week with no one was there. That's, no body who'd any expert to create choices or really make an effort to support correct the problem. Obviously, I don’t observe any “Customer Company Repetition of the Year” prizes in her forseeable future.
Phone #4 (from me): 1/5
I named again to keep in touch with the single support consultant who'd been managing my purchase as much as this time. I have to have a short diversion at this time, to demonstrate how extremely skilled the corporation is: after I named the toll-free amount shown on the site attempting to achieve the client support repetition, I had been really instantly sent to an individual’s individual voicemail. Better still, the concept about the voicemail was this type of mumbled clutter and missing enunciation that it had been extremely difficult to inform exactly what the individual was actually saying. I discovered that to become traditional. How suitable was it that in the end my encounters in working with this idiocy, the company’s toll-free amount for purchases, customer support, ANYTHING, had been sent to some individual style mail where the individual couldn't be recognized? To get a moment I believed the organization may have really went broke and also the telephone number had been utilized by another person. [I digress]
Fortunately I came across a copy quantity to achieve the company’s listing switchboard, and so I could cope with towards the consultant. I described the whole scenario to him, and allow him understand the band was, in no uncertain conditions, totally poor. At this time I told him that I had been no further thinking about maintaining any band produced by tanzanite.com, or for instance, having any conversation using their organization. I required that I get a complete reimbursement, not just for that band itself, but additionally the delivery expenses I'd sustained up to now.
First, he'd to confirm together with his boss whether a reimbursement might actually be authorized, because the organization plan would be to just permit discounts as much as thirty days following the purchase time. After conferring using the boss (who I then found out was also a family member, since many of the organization workers are), they decided that after I delivered the band back for them again, they'd analyze it to find out if the “repaired” band certainly justified a return. Additionally they decided to supply their FedEx delivery bill number, to ensure that I really could send the band back free of charge this time around. I didn’t truly observe these steps as heading far above the minimum to be able to keep up with the company’s ethics and guarantee an optimistic consumer experience.
I told him used to do not discover their quality appropriate, and they owed me the cash I'd invested. Their only reaction was to apologize repeatedly. Apologies appear only a little hollow if you find no positive motion to back them up. I eventually told him that I needed to be achieved with this whole show so poorly that I'd take dropping the delivery expenses, when they might provide me the reimbursement. Also with no spoken promise to return my purchase, I delivered the band back to get a second-time.
Faulty Band Delivered (from me): 1/6
The band was delivered back another period using the manufacturer’s evaluation along with a backup of the initial bill.
Faulty Band Sent (to tanzanite.com): 1/8
Examining the FedEx tracking site, I had been ready to verify the shipping day.
Reaction Phone #1 (from tanzanite.com): 1/8
Incredibly, this time around the client support representative managing my situation really named me. He'd guaranteed within my prior phone that it'd actually be his boss who'd examine the band after which follow up having a phone to go over the reimbursement. Regardless, I guess I ought to experience equally recognized and excited to become called whatsoever. I skipped the phone call but named him back inside the time. He explained the organization/boss had decided that I really could be given a reimbursement, for just the unique price of the band. The only real delivery price they decided to address was the main one that they'd previously compensated, the 2nd return delivery. I again allow him realize that in my experience, which was undesirable. There is very little else to express therefore the discussion finished, after he suggested that the credit could be future.
Creditcard Account Credit Transaction Date: 1/8
Credit Card Account Credit Posting Date: 1/12
I think that here I will have to give the company the benefit of the doubt, and assume that it was the banks that caused the 3-business day delay in the actual posting of my credit.
I might continue further, and create more venomous phrases targeted at disparaging the title of tanzanite.com. The unfortunate point is, you will find much more specifics that we overlooked that demonstrate their total and complete insufficient professionalism.in my opinion, although, the recorded schedule talks for itself. When there is nothing else that you simply consider from this, then simply understand this: following the unique purchase, I approached the organization 9 occasions; they approached me 3. Is the fact that a percentage that the trustworthy organization could be happy to talk about? Does that seem like a business started on ethics and quality that's prepared to remain behind these products they market?
8 weeks towards the evening after I put my purchase, I'd no band, 2 delivery costs, and also the residual sensation to be totally attached.
Before you place an order with Tananite.com, take a look at the local jewelry-store or perhaps a website you know and trust. It'll be worthwhile. And when you actually wish to provide your cash away, then I still implore you to not understand to tanzanite.com. Choose a preferred charity and provide cash for them – atleast you'll experience better about yourself.
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