IceCarats JewelryReviews of icecarats.com

Response from IceCarats JewelryMar 12, 2025

Hi Jeffrey, Thank you for reaching out and sharing your experience. We’re sorry to hear that the necklace did not meet your expectations, especially given its importance as a gift. Please know that IceCarats sells only 100% authentic, high-quality fine jewelry, and we stand firmly behind the integrity of every item we offer. Solid gold refers to the metal type, which your item is, 14K solid yellow gold, versus gold filled or gold plated. We understand this can be confused with the design/construction of the item you purchased, which in this case has a hallow design. As a small business proudly serving customers for over 14 years, we take all customer concerns seriously. While this necklace has been well-received by many customers and we have not encountered similar feedback regarding its quality, we appreciate your comments and will share them with our internal team for review. We also want to reassure you that our 30-day return policy is in place for situations like this, where an item may not meet expectations. At this time, we can confirm that your return has been received and a full refund has been issued to your account. We appreciate the opportunity to address your concerns, and if there’s anything further we can do to assist, please don’t hesitate to reach out. Best regards, The IceCarats Team

Response from IceCarats JewelryJan 30, 2025

Hi Andrew, I'm very sorry to hear about your experience. I understand how frustrating this must be, especially when ordering something as valuable as a gold chain. We take situations like this very seriously, and I appreciate you bringing it to our attention. However, we would like to reiterate that our products are authentic gold. Each piece is tested before sale and marked with a jewelry stamp to indicate its metal composition. That said, we understand that not all products meet every customer’s expectations, which is why we offer a 30-day return policy on all our items. We have further reviewed your order to ensure that all necessary steps have been taken. First, we’d like to clarify that IceCarats arranges return pickups for high-value items to ensure they are handled securely. This process is meant to make returns easier for you, as you wouldn’t need to print labels or package the item yourself. These pickups are facilitated by UPS, not directly by our company—we simply schedule the service, and UPS collects the package on our behalf. Second, we reviewed your return request and confirmed that a UPS pickup was scheduled for you on January 24th. According to UPS tracking number 1ZR6E8162690553718, the initial pickup attempt was unsuccessful because the item was not ready. UPS returned on January 27th, but the pickup was refused by someone at your residence. If there was any misunderstanding regarding the pickup process, we’d be happy to assist you in scheduling another UPS pickup. Alternatively, if a pickup is not convenient, we can provide a prepaid return label, allowing you to drop off the package at a UPS facility in your area. We understand your decision to escalate this matter with your bank, but we’d still like to resolve this directly with you. Please let us know how you'd like to proceed, and we’ll do our best to assist you. Best regards, The IceCarats Team

Response from IceCarats JewelryNov 9, 2024

Hi Goca, Our team had just acquired this account and discovered your review so thank you for taking the time to share your experience. We deeply regret the confusion you experienced with our return policy and we are hoping we could turn this experience around into a positive one. To clear the confusion, all orders returned within 30 days are not charged with restocking fee. Lifetime warranty then comes in for orders outside the 30-days period. This warranty only covers replacement for items that have damages incurred in normal wear. Additionally, to be eligible for the warranty, your item must be complete (gemstones, pendant if it's a necklace set, etc). Restocking fee is only applied if the return window has passed (30 days) and a customer returned an item for a refund but the product returned is damaged with missing pieces, used, or different from what was originally sent. There is no specific percentage for the restocking fee as this would depend on the condition of the item being returned. We hope this information assist. Please feel free to reach out to our customer support team directly through our site via email, live chat or phone for any further assistance. Sincerely, The IceCarats Team Edit: Hi Goca, Thank you for your response. We understand that our policies can sometimes be confusing, and we appreciate the opportunity to clarify them. As a small company, we aim to handle each situation on a case-by-case basis. Generally, refunds after 30 days may be approved, but we do apply a restocking fee depending on the circumstances. In some cases, customers need additional time to decide whether to keep an item or return it, and in other cases, unforeseen issues might delay the return. In these situations, we consider the condition of the item before deciding on the refund and any applicable restocking fee. We mention the possibility of a restocking fee to ensure transparency, so customers are aware of any potential deductions. We encourage customers to contact us and arrange returns within the return window if they wish to avoid such fees. Additionally, we have not encountered any cases where a customer has returned an item after more than three months and requested a refund. In such cases, we may offer alternative solutions, such as store credit. For returns within 30 days, as long as the item is in its original condition (complete and undamaged), no restocking fee will be charged. We hope this clears up any confusion, and we’re happy to discuss further if needed. Thank you for your understanding!

Response from IceCarats JewelrySep 23, 2024

Dear Rodney, Thank you for sharing your feedback, and we’re sorry to hear about the frustration you experienced. Please allow us to clarify the situation. At IceCarats, protecting our customers’ personal information and financial security is our top priority. In certain instances, our system may flag an order for further verification if there is any indication of suspicious activity, and we may ask for additional information to ensure that the transaction is legitimate. We understand that this extra step may feel inconvenient, but it is intended to protect both our customers and our business from potential credit card fraud. Many companies, including us, have measures in place to safeguard sensitive transactions, especially when they involve multiple payment verification platforms. We want to assure you that IceCarats takes security very seriously and we would never ask for personal details without cause or in an insecure manner. If you’d like to discuss this further, we’re more than happy to assist you and provide any additional clarity. We appreciate your understanding and hope to restore your confidence in us. Please feel free to reach out to our customer support team directly through our site via email, live chat or phone for any further assistance. Sincerely, The IceCarats Team

Response from IceCarats JewelryOct 9, 2024

Dear John, Our team had just acquired this account and discovered your review so thank you for taking the time to share your experience. We deeply regret the confusion and frustration you experienced with your order. Protecting both our customers and our business is our top priority. To ensure the security of our transactions, some credit card and PayPal orders are flagged by our system and PayPals for further verification. In certain cases, we may ask for additional identification to confirm the transaction. We understand that this may feel unusual, but it’s a step we take to prevent fraudulent activity and safeguard our valued customers. We sincerely apologize for the miscommunication you experienced during your order process. It’s clear that the handling of your order was not up to the standards we strive for. We appreciate your patience and are working to improve our process to avoid any similar issues in the future. Our team will be contacting you directly to, as time as passed since your message we hope turn things around for you, even after all this time. Thank you again for your understanding, and we hope to serve you better in the future. Kindly, The IceCarats Team

Response from IceCarats JewelryNov 14, 2024

Dear Taylor, Our team had just acquired this account and discovered your review. Thank you for sharing your feedback regarding your order. We truly appreciate the time you took to review your experience, and we sincerely regret that your order did not proceed as expected. Upon reviewing your case, we can confirm that the delivery issue you experienced was addressed on July 8, 2024. Since the problem originated with the carrier (UPS), we immediately filed a claim for the delayed delivery. Unfortunately, the claims process has taken longer than anticipated, as UPS sent the necessary forms via mail, which delayed the completion of the claim and the subsequent refund. We understand this has been frustrating, and we apologize for the delays. Please be assured that we initiated a refund through your bank in August 2024. If you have not yet received the funds, we recommend contacting your bank directly to trace the payment, as sometimes there can be delays on their end. We made several attempts to reach you using the contact information on file, but we were unable to connect. If you have any further questions or need additional assistance, we’re here to help. While we regret any inconvenience caused, we hope this issue has been resolved to your satisfaction. We’d love the opportunity to earn back your trust and assist you in the future should you need anything. Thank you again for your understanding, and we wish you all the best. Edit: Hi Taylor, Thank you for updating your feedback. We apologize for the delayed response—we only recently became aware of this review platform and are now addressing outstanding concerns. To clarify, the delivery issue originated with UPS. Since over 120 days have passed, detailed tracking is no longer available. However, a claim was submitted and approved by UPS, which supported the refund issued through your bank. The chargeback was filed on August 22, 2024, and the refund processed on September 4, 2024—within your bank’s standard timeframe. We responded to emails on the same day they were received, but if anything was missed, we sincerely apologize. It’s never our intention to leave a customer feeling unheard. We’re committed to improving and appreciate your patience and feedback. Sincerely, The IceCarats Team

Response from IceCarats JewelryOct 7, 2024

Dear Joshua, Thank you so much for taking the time to provide your feedback, we see it was sometime ago. As of Sept 2024 our team has just accessed this review and even though it was written 9 years ago we do wish to address your experience. We do wish to apologize for any inconvenience you may have experienced in the past and would love to make things right almost a decade later. We have sent a note to request your contact information so we can look up you order and win you back as a customer in the future. We understand how frustrating it can be when a website isn’t performing optimally and we are happy to let you know we have since made significant improvements to our website and service processes to ensure a smoother shopping experience for all customers. We encourage you to visit us again if you are searching for the perfect gift for yourself or a loved one. We can also be contacted directly with ease via live chat on our site, through email or phone anytime as we strive to provide the best customer service we can around the clock. We’d love the opportunity to make things right with you, even now. If you haven’t already if there are any lingering concerns, please reach out to us directly or if your contact information is provided we’ll prioritize your inquiries immediately. Once again, our sincerest apologies, and thank you for your patience and feedback, which helps us continue to improve. Warm regards, Linda Customer Support Team IceCarats Jewelry