EC
Item Quality & Communication and Return/Replacement process were unacceptable
1) Quality of the first jewellery box was lacking. I had to send many marked-up photos of the quality issues for them to address it as they initially brushed it off saying the defects weren't actually quality issues despite trying to offer $10 discount to keep the item. 2) Response to my request for refund, to include the cover of the return shipping was never addressed directly. 3) They offered a replacement instead, but the colour of my choice was out of stock. I once again asked if return shipping will be refunded, and they never addressed it despite multiple emails. 4) I, then suggested if they won't refund the shipping cost (still no response after multiple attempts), I would opt for the 'cream' (off-white) replacement (the options they gave me initially). But instead of addressing my emails of return shipping coverage and 'cream' replacement, they just emailed back stating they have processed the replacement shipment. 5) Wrong Color Item: However, when the replacement came, they've sent the wrong colour - they sent the 'black' as the replacement. I requested for the 'cream' (off-white)! This is unacceptable for an item that cost $70.19 USD + shipping. The return and replacement handling process was handled poorly and slow, spanning across two months into the new year. They were not upfront about their unwillingness to cover return shipping cost to a bad quality item through ignoring emails, and giving the impression they're expecting customers to bear the costs. In the end, they didn't even send the right colour for the replacement item.