I ordered a pair of sapphire and diamond earrings for my wife from Topasio.com, an online jewellery business, back in June. When the earrings arrived, they were clearly not the quality represented by the website pictures. The sapphire was a drab dark blue color, with no shine at all, as opposed to the picture which had been lighted so as to make them seem quite colorful.
I immediately sent a polite email to Topasio.com's customer service asking about the possibility of exchanging the earrings for another pair. I received no answer, so I emailed 4 more times in the next 2 weeks, advising that I wanted to discuss a return. Still no answer!
I started calling their customer service phone number, and found that it didn't matter what time of day I called, the phone was never answered. I left a couple of voicemails explaining that I wanted to return the earrings and needed a return code, but still no response! Topasio.com does not accept returns without a return code, so their simple strategy of ignoring me was effective in preventing me from returning the earrings.
In complete frustration, I contacted the makers of the earrings, 'Morris and David', and advised them about the situation. They too tried to get a response from Topasio.com, but they too were ignored.
I noticed that Topasio.com has a big logo at the bottom of their website page advertising that they are approved by the JVC, the Jeweler's Vigilance Committee. I therefore called the JVC to advise them of the situation. I was informed that in fact Topasio.com is no longer associated with the JVC, due to the fact that they stopped paying their dues in 2008. The JVC has asked them to cease and desist, but nevertheless as of today the logo is still proudly posted. Topasio.com and it's owner Chaim Seper haven't responded to the JVC either, apparently!
I also contacted the BBB, and they were at long last able to get a response from Mr. Seper. He claimed to the BBB that all my emails were answered, and that I didn't ask for a return until after the return period had expired. I've recently sent the BBB my dated email records, and I've challenged Mr. Seper to produce his email records to prove his fictitious version of events.
In all, I've tried to contact Topasio.com, and Mr. Seper separately, well over a dozen different times, by phone, email, and letter. I have NEVER gotten a response from anyone. My last attempt, a certified letter sent to Mr. Seper, was sent back to me after Mr. Seper refused to sign for it.
There is no doubt in my mind that Topasio.com employs a calculated strategy to ignore their customers in order to avoid returns of their merchandise which is not as advertised. As a customer, there is no reason to involve yourself with this company. Believe me, it's not worth the headache!
0 comments