Zoe
Initially bad experience, but improved
Long story short, they didn't react when a seller was unresponsive for a week. I was not updated and further delays looked inevitable. After I published this review, they reached out to me, made contact with the seller, and then they did expedite delivery of my item to me. I think that the idea is sound. I went with truefacet because they provide authentication services. They did this part well. However, the main purpose of this site (and indeed, if you look at many responses to reviews on this site, this is how they describe their purpose) is to provide a platform for communication between buyers and sellers. This is where they initially failed. The seller did not communicate with them, they didn't try to sort that out, and they did not update me anywhere in the process until after I had gotten very upset. The rating system for trustpilot says that 3 is: 'average - acceptable experience but with some friction'. I believe this qualifies as some friction, which did end up tainting what would have been an otherwise positive experience (I do love my ring). Original Review: Pretty awful customer service. I ordered a ring off of the website, and I was pretty excited about it. I received a confirmation email that my order had been placed, the money disappeared from my account, and then I waited... After the 3-7 business days window had passed for authentication, I called them to check in on the process. Only then did they tell me the seller was UNRESPONSIVE. Mind you, at this point over a week had passed, and they had not reached out to the seller after the initial request OR TO ME to update me on the delay. This seems to me like a combination of awful customer service and even worse business practices. I think that if a seller is unresponsive for more than a week, the order should be refunded automatically... I don't know how long they would have left me in the dark if I hadn't called them myself.