MSBLUE JewelryReviews of msblue.com

Response from MSBLUE JewelryApr 10, 2024

Dear customer, Thank you for bringing this discrepancy to our attention. We strive to provide accurate and transparent product information to our customers. The option to choose the carat of the center stone on the product page is intended to offer customization and flexibility based on individual preferences. However, it appears there was a miscommunication or error in the presentation of the product. We acknowledge that the title and image depicting a 3 ct ring may have led to expectations that were not met upon receipt of the item. We apologize for any disappointment or inconvenience this may have caused. To address this issue, we are committed to working with you to find a satisfactory solution. Whether it involves a replacement with the correct carat size, a refund, or any other resolution you prefer, please let us know, and we will do our best to accommodate your needs. Thanks and best regards, MSBLUE Team

Response from MSBLUE JewelryMar 22, 2024

Dear valued customer, We're sorry to hear about your experience and any inconvenience caused. Transparency and clear communication are paramount to us. We strive to ensure that all charges are communicated upfront to our customers to avoid any surprises. Upon reviewing your order, it appears there may have been a misunderstanding regarding the additional fees associated with your order. You purchased a custom engraved ring with specific text ("1x Sxxxxxxe"), and while we cannot disclose order details publicly without your authorization due to our privacy policy, we can clarify the nature of the charges. The "hidden fees" you mentioned are actually customs duties imposed by Canadian customs, which are beyond our control. As stated in our shipping policy, customers are responsible for any customs duties incurred. Additionally, our product page and return/exchange policy explicitly state that custom engraved items are not eligible for returns or exchanges. However, in our efforts to ensure customer satisfaction, we offered to split the customs duties with you, which you declined. Despite this, we continued to communicate with you and ultimately decided to cover the full cost of the customs duties as a gesture of goodwill. We apologize for any confusion or inconvenience this situation may have caused and appreciate your understanding. If you have any further questions or concerns, please feel free to reach out to our customer service team. We value your feedback and are committed to improving our processes to provide a better experience for all our customers. Sincerely, MSBLUE Team