Gemselect, based out of Thailand, sells to US customers in order to take advantage of US laws and benefit from the large and affluent middle class consumer base, but when it comes to upholding its own part of the bargain, Gemselect falls way short and is downright discriminatory in its practices.
This is my experience: I had purchased a few stones from Gemselect in the past two years, and although I have not verified my stones, I can assume the stones are genuine because they are definitely not glass. I am wary about buying over the Internet, and that is the reason I purchase small quantities, until I am sure. Recently however, I had ordered some stones from Gemselect but returned them and got my money back because the stones did not match their shiny and resplendent web-image.
A few weeks later when I tried to order other items, Gemselect would not work with me because they claim that I returned all the items I had ordered. I would like to clarify that I did not return all items, only the ones that I was not satisfied with. However, what I do not understand is if Gemselect does not want any purchases returned, then why is this fact not stated clearly on their website?
On the contrary, Gemselect's website states a 100% money back return policy if the product is returned within 20 days of purchase: We offer a 100%, no questions asked, return policy, with no restocking fee. I have never been late in returning any items, and I also apologized for the partial returns, my reason being that the items did not match the web-pictures on the site. Gemselect is deliberately quiet about this fact yet keeps sending me newsletters about their new products and items! Gemselect wants business but on its terms.
Most of the stones displayed on Gemselect's site are enhanced representations in order to lure customers, this is part of advertising, and customers realize that, but it does not mean customers cannot question or return an item if it does not match their expectations. Items on the Internet do not match reality, this is fact, and that has to be taken into consideration when selling goods over the Internet. Therefore customers do have a right to return items if they are not satisfied.
Gemselect does not want to accept this reality, although it professes a return policy. Gemselect wants to sell to customers who will accept whatever it sends them. I do not think Gemselect cares for customer satisfaction. It has the money-back return policy statement as a trap, to lure unsuspecting customers. But when there is a problem, Gemselect will not deal with it in an honest and satisfactory way. Gemselect wants unquestioning customer loyalty on its own terms.
I am sure Gemselect could not get away with this kind of indifference and discriminatory attitude towards the customer if it was a US based corporation. No wonder it sells to the US customers but its operation is based in Thailand. I am deeply indebted to the way the US protects its customers and its citizens. I have already spread the message about Gemselect among my friends and relative in the US, and most of them are sympathetic and are acting on it. I also will be filing separate and more detailed complaints with the US and Thai authorities about other discoveries I have made about Gemselect's business and tax practices. Thank you for this forum.
Pk
seattle, Washington
U.S.A.
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