TruefacetReviews of truefacet.com

something fishy happening here… potentially criminal. trust your gut and stay away. +1 star because they did actually refund my money after i cancelled my order. so they’ve at least got going for them.

I HAVEN'T RECEIVED THE PROMISED QUALITY ASSURANCE REVIEW OF MY PURCHASE, THE STONE QUALITY REVIEW, THE GUARUNTEED VALUE OR ANY INFORMATION WITH THE PRODUCT.

I ordered an omega watch from these guys about a month ago. It started out good...got a confirmation email, and they shipped within the week. I received my package and it had the watch I had ordered. The staff themselves were fine and professional. The problem was the watch was nowhere near as described. The watch was described as in excellent condition, I was only interested in buying a watch that was never worn or excellent condition. When I received it I saw there were scratches all over the bezel. When I asked for a refund they did give me the ability to return it, but I decided to just replace the bezel through omega and keep the watch because I did like it. So I bring the watch to omega to replace the bezel and add two links that were missing from my bracelet that the previous owner took out and kept. The watch was missing so many links I couldn't wear it. So I bring the watch to omega to put my links in and upon a quick inspection the lady tells me it's pointless to buy the new links because the whole bracelet needs to be replaced. Evidentially all the pins holding it in place were loose and she told me if I wear this bracelet I will eventually lose the watch. This is a $600 bracelet we're talking about here. She takes a look through her jewelers loop and sees scratches that were attempted to be polished out. She is carefully reviewing the watch before keeping it so I sign off on the already existing damage before I hand it over to them to order and install the new bracelet. As she's reviewing it she's telling me the watch is probably going to need a full service, she was reluctant to play with the screw down crown. A full service is over $500 dollars. On top of all of this, replacing the bezel is $275. This is terrible for a watch labeled excellent condition. I'm probably going to be into this at the end of all of this for what I would have paid for a brand new watch. I'd buy somewhere else. This product just wasn't as described. God only knows what their products labeled light wear consist of. Edit to add: After getting in touch with omega they have told me the dial was subject to water damage and needs to be replaced as well. What a terrible company.

I recently purchased a watch from Truefacet. The watch appears to be fine, I compared it the picture from the website, however, I would be very hesitant to do business with them again. It took a long time for the watch to ship and I have emailed them three different days to have my password reset and I still have not received a return email. I get the impression they are not a real jeweler. I could be wrong, but that is what my gut is telling me. I would suggest you do more homework than I did if buying from them.

not on its way, despite the emails and texts I received stating the item had shipped and had a UPS tracking number. I purchased this ring over a week ago. The next day I received an email with a UPS tracking number. So I look up the UPS tracking number and all it says is "label created." A couple of days later I email True Facet's customer support to ask why the shipment still shows up as "label created" but not yet with the carrier. The response I receive is that a label has been created. Seriously? I call True Facet's customer service number and I'm told that a customer service representative has just sent me a response. It reads, "Apologies for the confusion and the delay. I have followed-up with the dispatch team and will get back to you as soon as I have more information." Two days later and I still haven't heard from True Facet about what their dispatch team has done, so I call again. I speak with the same person I spoke with during my initial call. I ask, why is the item still listed as for sale? Do you have more than one of this item? Why do I keep getting text messages that the item is on its way, when the tracking information still says the item is not with the carrier? The answer that basically they have no control over the seller (yet they tell me it's a pre-approved seller and they are shipping the item to me directly). I ask why I haven't heard back from my last follow up when the dispatch team was supposedly looking into why the item had not shipped. I also voice my concern that I have seen the ring listed on other websites. Same answer - no control over the seller. Still no explanation, however, why there was no follow up from the contact with the dispatch team. I'm basically given the same non-answer repeatedly. What I don't understand is True Facet's reluctance to reach out to the seller via an actual phone call. Instead I'm told that the seller was at an industry conference and didn't get the sale notice. What I have to assume based on these interactions is that no additional effort was made to reach the seller other than the initial notice of sale, despite my many requests for some kind of effort on the part of True Facet to follow up with the seller. Wow. Thanks for wasting my time. I guess I should have read the reviews of True Facet's service more fully, instead of trusting the 4 star review I saw. Hopefully enough people will post and their 4 star rating will fall to something that more accurately reflects the experience you can expect dealing with them.

While the customer service tends to respond quickly, the overall MO is poor. I made the mistake of not reading the fine print and assuming that since the watch I was buying at the "going rate" would include original packing and papers. This is not the case. The watch showed up in a massive box seemingly well packed in bubble wrap. Upon opening the box, I found the the watch was in an correctly branded box, but not the right box for the watch and it was actually not in secured to the pillow at all just flopping around the inside of the big box. There is no way it had been secured to the pillow as the strap was not buckled. Upon removing the plastic wrap typically put on a new watch, I noticed multiple dings on the lugs... possibly from the poor packing or possibly because the watch isn't new and unworn as described. None the less, in the future my money would be better spent at Joma or Ashford.com The only reason they get 2 stars is the timeliness of the resposes of their customer service.

I purchased a cartier love bracelet on TrueFacet in December. The bracelet was supposed to be shipped within 3-7 business days with authenticity documents as well as a cartier pouch. My credit card was charged day 1. The bracelet shipped on the 9th business day and included a TrueFacet box without the cartier pouch and with no documentation of a cartier or truefacet authenticity reports. In addition, I have owned 2 cartier love bracelets, and I question the authenticity of the one I received. So, I decided to ship the bracelet back for my refund. I emailed for my shipping label and did not receive a response. I called the following day and was finally able to get the return label and directions. Upon shipping the package, I received a confirmation that the package had been scanned into the system and would take up to 7 business days from their receipt of the package to process the return. Through my tracking number, I know that they received my return 6 business days ago. I emailed today to check the status of my return but did not receive a response. I will continue to update my review regarding my return, however, I am largely unsatisfied with my interactions thus far.

I consigned a pair of earrings with TrueFacet for six months. They never sold, so I requested that they be returned. They keep promising to do so, but they haven't yet. I'm starting to wonder if they ever will--franky, I'm beginning to get a very bad feeling. NOTHING should take this long. I also bought a Van Cleef and Arpels ring from them on the 27th of November. It's December 14, and it still hasn't shipped. The order confirmation promised my item would ship in 3-7 days. Ridiculous. Communications are super slow and are rarely helpful. I'll shop (and consign) with TheRealReal from now on. Their customer service is quick and accessible--and helpful--and they behave like professionals. They provide appraisals with purchases. They feel much more trustworthy to me.