In September I bid on several items that Jewelry By Ezra had listed on Ebay. I had received items from them in the past & didn't have any problems. At the end of winning all auctions I was bidding on over a 5 day period, I immediately remitted payment via PayPal. I had won auctions with other sellers & was receiving their shipments in a reasonable length of time. As of the 2nd last week of October, I still hadn't received my items from this seller & didn't hear anything from them explaining there would be a delay. So, I sent several emails & didn't get a single response from them. I FINALLY received an email on October 18 advising they had experienced shipping delays and that my shipment was being sent out that day.
On October 25th, a Gilberto Lopez sent me an email advising that I wasn't going to get my items, as I had filed a dispute with PayPal & as a result, hadn't received payment. I immediately emailed back, advising him that he most certainly had the wrong person. I emailed him a copy of the Paypal receipt, confirming they had received payment in full for all items won ($369.29 USD). He did email back & advised that he did send the email to me in error. The next day, he sent me an email advising that they couldn't send my order, as they didn't have the correct address on file. At this point, I'm thinking "this is a very disorganized & poorly run operation". I replied to this email, advising that I hoped they did have my address, as I received an email on October 18 confirming my order had been sent. I asked him to reply & confirm that my order had indeed been sent. He didn't respond, even though I emailed him several times. I finally sent an email to the complaints department, advising that I didn't appreciate the tone of either email received & that I was concerned they were very disorganized and unprofessional. That was when I got an email from Gilberto apologizing & confirming that my order had indeed been sent out.
I FINALLY received my order (#282420) on November 1. For the most part, I was very disappointed with the items I had received. With the exception of the pearl diamond earrings & ring, all were much smaller than depicted & described on the postings. Not only that but I was missing the most expensive item (Ebay Item #4926823310) a pink tourmaline & diamond ring. I paid $62 USD plus $2 insurance for this ring. As a matter of fact, the only reason why I bid on the other items, was to take advantage of having them shipped together. Another item was not at all what it should have been (Ebay Item #4928296141). I was supposed to receive a dark blue sapphire pendant & 10 kt white gold chain. What I received was a tanzanite pendant and NO chain. I sent several emails regarding these items & had no response. I even called long distance & left a voice message (which I had to do as I had been kept on hold for over 10 minutes, as the "customer service" department was busy). Guess what? I still haven't heard from anyone at EMH. The icing on the cake is that they have been deleting my emails without even reading them (I have a receipt set up for my emails)!!!
I attempted to make a claim through Paypal (as they guarantee purchases) but was not able to, as I received the items past the 30 day period. To claim with them, you must do so no later than 30 days after remitting payment for the item (s). EMH has a shipping guarantee but it is only applicable for residents of the States. I guess that means all other purchasers get screwed, as their priority is to ship to U.S. Clients to meet their shipping guarantee.
I posted negative feedback for these two items. They responded by stating that they "will contact customer to resolve". I responded to that, asking when they were planning on doing this, as I had sent several emails & called and they haven't contacted me to resolve this! They sent a card with my order advising that they offer a 100% satisfaction guarantee. I'm at a loss to why they even send that card, as they refuse to respond to any complaints or concerns from their customers! To top it off, they don't provide a phone number or a mailing address. So, you're at their mercy & having to hope that maybe they will respond to any emails you send to them. Based on their track record, they aren't very good at doing that! They're 100% satisfied, that's for sure. They got my money in September, so that's got to be quite satisfactory for them.
It appears that they have an ongoing problem with:
Shipping items in a prompt manner
Shipping incorrect items
Misrepresenting items (including providing incorrect measurements in the product descriptions)
Not shipping an item at all and (a) not advising the customer and (b) not providing an immediate refund when they realize the item is not in stock
I'm being very proactive on this. I told them in my last email that I was going to make life hellish for them, if they didn't get everything resolved ASAP. I have filed two suspicious activity reports with Ebay. I have posted their telephone number in my feedback, so other disatisfied clients can call them. I am also contacting all other Ebay members who posted negative feedback on this seller via email. I am requesting that they all file a suspicious activity report & to file a complaint here as well. As I'm stating in the emails I've been sending, the only way EMH will clean up their act, is if Ebay receives the same or similar complaint from ALL of the purchasers who have had a negative experience. Then Ebay will have no choice about penalizing this seller for its sloppy & dishonest selling/service practices.
Christine
Brampton, Ontario
Canada
0 comments