Stay as far away as possible from these people. Spend your money and time elsewhere.
Absolutely horrible customer service. Stay as far away as possible from this company. Their attitude towards customers and even their own product is not worth anything you might see valuable. Ordered a set of wedding bands from them with engraving. They sent the wrong size. We got them resized locally. After hours of explaining on phone, they refuse to fix their fault. Stay away. Do not buy from these people. No business ethics at all.
Response from 25karats.comAug 17, 2016
Customer got the rings resized locally without contacting us and claimed the sizes were wrong. Our policy strictly prohibits any work done to our merchandise by a third party. We are always behind our products. We offer free resizing service, besides full guarantee covering any production problem. We spent time online and over the phone with customer to provide assistance and explanation. We even offered full refund despite third party work done on the rings.
KE
Kathleen Eyestone B.
They don't keep their word...
Please avoid this place at all costs. Yes, the prices are good. But you will pay if your ring isn't made correctly. My husband ordered a diamond anniversary band from 25karats and when it came, there were some workmanship issues...the shank was not round, someone polished off too much on one side, the filigree work on the band was wavy and sloppy. The scroll work was supposed to be in the shape of a heart, but the heart was wavy and lumpy. Very disappointed. We called the company and asked them if they would be kind enough to send us a Fed Ex label to pick up the ring so we could immediately return it to them. First GK, one of their customer service reps, told us they would. THEN customer service rep Nevy called us back later and changed his story. He said he would not give us a prepaid Fed Ex label after all, and that we had to send it back on my dime, and THEN they'd reimburse us the shipping costs.
Fine. We grumbled about it, but mailed it back. When they received it, they REFUSED to refund us our shipping costs like they promised! They claimed the ring was made perfectly (it definitely wasn't) and that therefore they would not refund us our shipping costs like they promised. They do not keep their word; it obviously means nothing to them. It's disgraceful and disgusting. Shipping costs were only $20. You think they'd care enough about a customer to refund them the $20 like they promised. The workmanship issues were upsetting, but not keeping their word to us was way worse.
Response from 25karats.comFeb 23, 2014
Our return policy clearly states that customers are responsible for the return shipping. However, we always refund the return shipping cost if there is an actual manufacturing defect that we are responsible under our lifetime warranty. This was clearly communicated to the customer.
Upon receiving the ring, our quality assurance department has found the ring in perfect quality with no manufacturing defects or problems whatsoever. As a result the return shipping refund was denied.
Furthermore, Ms. Berg fails to mention that they have a habit of purchasing and returning rings. They made a total of 5 purchases in the past and returned them all to us. And all these purchases were ordered under different names but with the same shipping address!? They clearly abused our no-comparison shopping policy and our good faith. We told them they are trying to scam us by doing this but we still refunded all their purchases in a timely manner.
We stand behind every piece of jewelry we manufacture and we always help our customers in any way possible and make sure they are totally satisfied with their purchases.
