Tamiko J.
Deceptive Practices & Incompetent Staff!
I wish I'd read the reviews on this company before purchasing, because this has been a complete NIGHTMARE for the past two weeks. I purchased under the site name HeartSmith (which I'd later find out is the sale as Alivia & Danny and PicturesOnGold), after a very lengthy phone and email correspondence with a representative who goes by the name of Shane (not their real name, I'm sure). I'd wanted a customized cremation photo locket to hold the ashes of my Mother, who passed away only a month ago. The design O wanted would take the face of a birthstone photo locket and put it on the body of a cremation photo locket. I provided the item ID numbers of both items, birthstone information, engraving information, photo to be engraved, etc. I clearly stated exactly what I wanted, and I was told that the locket could be made exactly as I requested with the exception of the floral border around the front of the locket. I was fine with this, so long as the centered, heart-shaped birthstone would be on the front. I paid $243 total to ensure I'd recieve the locket before Christmas. I recieve the first locket and there was NO birthstone in the front! The engraving inside the locket was so small that it was barely visible. I called back to address my concerns and sent pictures of the locket. I was told it would be corrected and a new locket would be sent out. Another locket was shipped overnight to arrive on Christmas Eve, and it's a tiny dot of a birthstone on the corner of the locket, like it was some afterthought. The inside engraving was replaced with what looked like a white stamp. Enraged, I called back and addressed my frustrations once again. Turns out the original representative I spoke with, Shane, gave incorrect information to the design team, which is how I wound up with an incorrect product...TWICE. I was very clear and explained again exactly what I originally asked for, what I was told via email I could recieve. I was then told that the design team likely would NOT be able to make what I wanted all along, and that a refund would likely not be possible because of the customization, and that I'd be offered either an exchange or store credit which would never expire. I told the representative that neither of those offers work for me, as I'd never use the store credit, because why would I shop a business who would make the customer pay for a mistake that the BUSINESS made? There's nothing else on any of the sites that I want, hence why I wanted a custom piece in the first place. I said either give me the product I asked for all of this time or give me a refund and I can go to and local jeweler and get exactly what I want with better quality at a higher cost. I was told someone would get back to me, but now I don't hold out much hope that I will ever recieve a refund. I can't believe that on top of still mourning the loss of my Mother, I now have to fight to get my money back, because at this rate I don't even want an updated item. How is this business still operational? I don't want another bad quality product. I shouldn't have to consider taking legal action to resolve this issue because of the wrongdoing of the business, but that is my next step if this issue isn't resolved in a satisfactory manner. My Mother's ashes deserve better than this experience, so please just give me my hard-earned money back.