Frost NYCReviews of frostnyc.com

I bought 3 nameplate chains. One for myself with diamonds in white gold. Two gold nameplates for the kids. I took a risk on this purchase since I never owned anything from them or worked with this company. Let me tell you the necklaces were great but the first necklace came in gold instead of white gold. They took care of it. Had me send it back under their bill and replaced it within a week. Beautiful necklace. I adore it. The customer service response was great. I will definitely buy more from Frost!!

I have seen people write and post unflattering comments regarding a particular business and I sometimes wonder what's the real deal. We ought to proceed very carefully because those reviews are there for a reason. This is my experience is with Frost NYC Jewelry Store. On March 26th, 2020. I placed an order online for two items. A gold chain and a bracelet totaling $2430. Emails from Betty Dominguez on the 26th March 2020 regarding the order stated that the order will take approximately 3 to 4 weeks to be processed because of the Covid-19 shutdown. My credit card was debited on March 27th. Over the weekend thought about the Covid-19 issues and with all the uncertainties I changed my mind and canceled the order and requested a full refund on the phone and via email. On Monday, March 30th at 8:17 pm I again emailed Betty with a request for cancellation of the order with the stated intent of repurchasing at a much, much later date. I made multiple calls on Tuesday 31st March and got confirmation via email that the cancellation is being processed and was verbally told that there would be no problem because the items were not being processed yet and a full credit would be returned to the credit card. I specifically asked about restocking fees or other charges and was told there would be none since the item was not processed or shipped since because of the business closures regarding the Covid-19 shutdown in NYC. April 3rd I received a puzzling email regarding a shipping label being created for my delivery which caused me to immediately call Frost customer service and was told not to worry about the package since the cancellation was already being processed and that all that I would have to do was to refuse the delivery but that they would note it in the system to tell the driver to not deliver. I was eagerly tracking the package as it was scheduled to be delivered within 5 days and I did not want the UPS to drop off a $2400 "package" at my front door. The package never made it to the house. It was never delivered and the email received stated that the delivery was canceled "by sender". There is no indication, wordage, or stated information on the website of any restocking fees or other penalties for a cancellation of a "regular" jewelry order if the item was "not processed or shipped" under $3500.00 or custom order. Fast forward to June 4th, 2020, I called to get an update on the refund since its been weeks without any updates from them, I was told that I am subjected to a 15% restocking fee. After contesting that charge and stating my refusal to pay they then said that they would "give me a break and lower it to 10%. Their excuse when told that their website does not state the refund policy is that "it is an internal policy." Arbitrarily levying a 15%, 10%, or any fee, penalty whatsoever, and stating that it is an internal policy to dishonestly withhold credit to the customer's account is deeply troubling, unethical, and highly unprofessional. All actions regarding the purchase and subsequent cancellation of both orders were well within the guidelines and policy stated on the website and verbally reassured by the earliest conversations with the customer service reps that there would be no charge or fees because the cancellation occurred within two business days. It is my belief that they knowingly shipped "a" package after cancellation either to force it on the customer or for this exact reason "restocking fees." To say that I am disappointed and upset is an understatement. I had planned on making a few purchases with this being the first two pieces and more to follow but I'm done with them. I ignored the reviews believing that perhaps some of the reviewers were overstating their claims but after my experience, it just may be a pattern of dealing with customers which leaves them with a very bitter taste in their mouth. I have done no wrong and abided by the rules clearly stated on the website and the return policy.

Do not shop here! They do not honor their posted time frames for completing custom work. I ordered and paid in full for a custom name chain for my daughter on May 15th. I never received any confirmation from the company that my payment was received, although the funds were deducted from my account. I called the next day to confirm; order was indeed in the system. I asked when it would be ready, they told me they usually take 14 business days. I said "Fine." I asked if I'd receive any further updates, I was told they would update me once complete. I called today to see if they had begun working on my piece, which in all actuality would only take a jeweler one day to make. The first rep I spoke to, gave me the same generic information, stating it would take 14 days from the time the order was placed. I told her I just wanted to know the status of my chain, since they already had my money. She said she would check the warehouse for me, only to disconnect my call after placing me on hold for 15 minutes. I called back, only to have another rep tell me that they would need another 2 weeks to complete my chain "due to the pandemic". Nowhere on their website does it mention that custom orders would take a month to make due to COVID-19 . It's not a rocket, it's a nameplate chain! She wasn't even apologetic for the hold up. I told her that the service is poor, even with the pandemic, I have ordered items from other companies with less delay and headache. I told her I didn't want to wait another two weeks and would like a refund, to which she stated "they are already working on your item so you wouldn't be able to get a refund". I could hear her laughing under her breath as if this was a joke to her. They honestly don't care about customer satisfaction. I guess they work on a letter In my chain every 4 days! Despite this pandemic, and I understand businesses have been impacted, this company just operates in a very unprofessional way. No confirmations of orders. No courtesy call or email to apologize for the delay. Ignoring chat questions. Hanging up on customers. And they claim to be a jeweler to the stars...I seriously doubt that.This is my first and last experience with this shop. Don't believe the other positive reviews, I am sure those reviews are likely to be fake, or paid for. Avoid shopping here, and buy your jewelry in person!

I did a lot of research on this company and read many review which I felt it was pretty safe to order from them. I finished my payment plan through partial.ly NYC frost have not even emailed me to acknowledge my order then I call and ask if my order will be ready for shipping it went from your order will ship out Monday to Tuesday and then today I call today and they say it will be shipped by the end of the week. I literally will never do buisness wit them again they only respect your sale if your a celebrity or buying something worth Thousandssssss if dollars. I paid 1,228.00 for a chain 2 weeks later I have nothing and not even a tracking number! The worst shipping I ever seen from a company!!!

Do not order anything they are liars and have very bad service. They refuse to refund you and take very long for delivery. AVOID at all costs. Go some where else.

I'm only giving them 1 star because there was no option for 0 stars. Frost NYC provided the worst customer experience I've ever had in my entire life. I called in to see if the had a specific item in stock prior to ordering an item. The representative couldn't give me an answer up front, so she needed to call me back which she did a couple hours later. I proceed to place my order- she took my card information, and said it was declined. She then gave me a ridiculous explanation as to say it probably because I'm out of state. (Strange) I make purchases regularly from out of state organizations, and never had this issue. It was strange to me that she even said that considering the are in e-commerce store. While on the phone I recieved a notification from bank stating the withdrew the funds, and she assured me the did not. I gave her permission to run my card a 2nd time again same thing happened. The sales representative was starting to become defensive when I questioned why the money was taken from my account. She instructed me to call my bank which I did. When I called the bank due to amount I was told the needed a letter from Frost NYC stating the were not going to collect the funds due to it being a multiple pending transaction. I called MULTIPLE time to request the information, and customer service I recieved from the sales rep was absoultely horrendous as well as hanging up on me. When I called back and asked to speak with a supervisor I was transferred to someone name Izzy who again told me there was nothing the could do. I called the bank again to dispute the transactions, but was notified once again the needed documentation that Frost NYC would not provide. Thankfully I did this get this rectified without their assistance using legal channels. To the consumer who considering utilizing their services- Think twice before making purchases with Frost NYC there are plenty of online channels in which you may purchase without dealing with hassle of uneducated, disrespectful people. If I would of read some of the reviews that are available on trust pilot, as well as researching them on the Better Business Buerau where the are NOT accredited I would of never utilized there services to begin with.

After it being my fault for the verification, Frost nyc had Patience to still work with me when i was admittedly being rude. I once again would like to apologize and say thank you. Great customer service.

On 2018 my wife decide on my birthday to purchase a chain for me and she decide to use Frost NY because she could finance with them and the site has really good reviews.I receive my item and everything was fine I really love the item never came to my mind to test my chain and see it was real gold after 2 years I decide that I was going to sell my chain to a friend because I was going to purchase I different one we decide to take the chain to a pawn shop that way he could see that was not fake in the pawn shop fail the magnet test and the second test with acid I do not believe that a chain that my wife spend about 2,000 was fake. I call customer service and they told me take the chain to a jewelry store the same story they told me that it was gold plate it really frustrate thinking all this time that you have actually a gold Chain and at the end you don’t have anything