TruefacetReviews of truefacet.com

Didn't receive the item until 3 weeks after placing the order. Also had to contact customer service multiple times due to item not being shipped on promised shipping dates. Was satisfied with the product after finally receiving the item.

When they sent me back my watch that didn’t sell they only sent me the watch. They kept the winding key and the bag it was in. Edit: they contacted me after reading this review and said they threw away my items because they weren’t branded. I contacted them with pictures of the bag and winding key with logo right on it and they ended up finding my bag and winding key, the string of the bag was broken, but at least I got the winding key back. Decent follow up with customer service.

Bought a piece of jewelry with a shipping date of 7 to 10 day. Twenty days later after 3 phone calls and two email with promises and excuses I was finally told the item was lost. A company that can't keep track of an item that cost almost 10k doesn't deserve to stay in business. Hopefully I'll get my money back from this company. I'm updating this review because I had the opportunity to speak with the VP of operations. Some how my order fell thru the cracks but I was issued full refund in less then 24 hrs. Although I feel like truefacet needs to improve it's internal inventory tracking and process I believe they are working toward this. I appreciated the communication from the company and hope they continue to improve their processes.

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.

their watches are more expensive than other watch websites. Before making your purchase at truefacet be sure to shop around I'm 100% sure you will find it cheaper elsewhere.

Terrible experience at first. Received the wrong watch and had a terrible experience with customer service trying to a) figure out how to ship it back, and b) figure out if they actually had the watch I ordered. Turns out they never even had the correct watch. Eventually they found the correct watch and offered it to me for free, but I had already ordered it from another seller. So they offered for me to find another watch of similar value that I liked and they ultimately ended up sending that to me for free.

I've had the same experience as all the other negative reviews on this site, which should tell you something about TrueFacet as a company. The same issues have been persisting throughout the entire lifetime of this company, and clearly nothing has been done to fix them. In my case, the seller of the item I purchased was unresponsive. Since TrueFacet is not actually in possession of all of the items on their site (but you have no way of knowing which ones), they can't do anything about it when a seller just doesn't ship your item. I really wish I would have known this before purchasing, but as I said, you as a buyer have no way of knowing which items are being consigned and which aren't. I had no idea why my item had not shipped until a week after making the purchase, when I decided that I needed to contact TrueFacet myself to figure out what was going on since I had gotten virtually no communication from them since the email confirming my purchase. After calling, I got an email from TrueFacet saying that the seller is unresponsive, so they will refund my money today. First of all, I just spent a week anticipating the arrival of one of the largest purchases in my life, making insurance arrangements, etc, only to find out through an extremely impersonal email that my dream item essentially does not exist. I expect a bit more of a remedy than a simple refund, especially since nowhere on their website is there a disclaimer stating that things like this may happen (obviously, since it would be bad for business). Well, you know what else is bad for business? A plethora of one-star reviews exposing your company for having terrible customer service and being intentionally deceiving. Finally, the single thing I am most upset about this whole experience is that I have STILL NOT RECEIVED MY REFUND that they promised me they would send on the same day they sent that email. It has been nearly two days since then. This is an incredible amount of money and needs to be taken a hell of a lot more seriously than TrueFacet apparently considers it. I feel disrespected as a customer and urge you to avoid making purchases through TrueFacet if at all possible. I will certainly never be using their site again. UPDATE: I am tentatively revising my review to 3 stars instead of one, because this morning, customer support did reach out to me and informed me that the bracelet is available after all. Why it took over a week for the seller to respond, I am not sure. However, TrueFacet has offered me a $150 credit for the delay, which I am happy with. The bracelet is expected to ship mid-week, so I will update this review again later. FINAL UPDATE: So my final update is that the bracelet never shipped and TrueFacet never got back to me, so a week later I emailed them and asked for my money back. The next day I received a generic email that said they are refunding my money within the next 48 hours, which they did. No info on what happened with the seller or anything. TrueFacet likes to pretend like they care, but they really don't. 0/10, would not recommend. FINAL FINAL UPDATE: TrueFacet emailed me again around a month after all of this saying they received the bracelet I was looking for, and that they would sell it to me for the price I originally purchased the other bracelet for, which is a very nice offer. Unfortunately, I am no longer searching for the bracelet, but if I was, I would take them up on their offer. I do commend them for eventually taking some substantive action, so I am revising this review to 3 stars because there was still a considerable amount of hassle involved in this whole experience, and if you are looking to buy jewelry as a gift on a deadline (which I feel like many TrueFacet customers are), you could easily be completely screwed. I honestly don't have time or energy to deal with all the back and forth emailing and calling involved with trying to make a purchase with this company, but if you do, go for it, you have the potential to get a great deal on a piece of jewelry.

Watch arrived on time and aesthetically in good condition. No box or papers - which I had assumed were included because the photos showed the watch in an original box with papers. Going back and reading the fine print, I now see they were not included, so my fault for not reading more closely. I was still disappointed by this, as a missing box and papers generally deducts $300 from the value of any estate timepiece, but it wasn't a deal breaker. The website also stated a True Facet valuation report (valued at $100) was included; it was not. I decided to keep the watch, except that it was not in working order. Either the watch was broken or the battery was dead. I contacted my local authorized dealer and was quoted $90 to evaluate the watch and replace the battery. I then contacted True Facet to see how they planned to remedy the issue. After some back and forth over the next three days, I was asked to ship the watch back. I asked True Facet why, if all estate pieces are advertised as "refurbished to a like-new condition" this could happen and was told "refurbished" does not mean overhauled or checked for battery life. There was no good explanation for this, but the industry standard for claiming an item is "refurbished to a like-new condition" SHOULD at a minimum INCLUDE an inspection for battery life in quartz watches, overhaul in watches that have not been overhauled in the last 5 years, cleaning, and cosmetic repairs. 10 days after shipping the item back, I am still waiting for my watch. It would have been delivered today but True Facet entered an incorrect address, so after wasting a half hour on the phone with UPS trying to fix this mess, UPS will now deliver to the correct address in 3 days. True Facet stated that a technical system error had caused many labels to print incorrectly but was now corrected. Still didn't help me. Also, True Facet forgot to include the valuation report AGAIN, so it was mailed to me separately after I asked about it. The valuation report is very bare bones (doesn't even list the model number or current retail value) and simply values the item at the price advertised on line. Customer service at True Facet was pleasant but they still did not get back to me (as promised in every previous conversation) unless I initiated contact. Rachel did go out of her way to try to make up for this comedy of errors and is probably the only reason I decided to increase my rating from a 1 to a 3. She responded to every inquiry and angry rant I sent her way and did the best to remedy the issues she had the power to.