“Bracelet Delayed for Weeks, Uncommunicated Made-to-Order Status”
Dear Aporro,
I am writing to express my frustration and disappointment with the handling of my order #34768 for the 5mm 8-inch 925 silver moissanite bracelet. When I placed this order, the website clearly stated a delivery time of 4-10 business days after processing, with extended wait times of 2-3 weeks only applying to custom or made-to-order items. No mention was made that this bracelet would be made to order, and the “Shipping Info” section even listed a 2-4 business day delivery to the Netherlands.
Upon contacting customer service for an update, I was informed that my bracelet was, in fact, made to order and that production alone would take 2-3 weeks. This critical detail was not communicated upfront, and it drastically impacted my expectations, as I had ordered this bracelet as a birthday gift. Additionally, when I was offered the option to switch to a brass and CZ stones version instead, I was surprised by the suggestion, as that is clearly not what I wanted when ordering a 925 silver moissanite bracelet.
I was also told that your team would update the website to show that this bracelet is “made to order,” similar to how it’s done for other products on your site. As of now, I still do not see any such changes, meaning future customers could face the same confusion.
During my second follow-up, I was given contradictory information. Instead of clarifying the made-to-order timeline, I was told the bracelet was out of stock, and that I would be notified when it was back. This inconsistency further added to my frustration. When I asked for a discount given the long wait time, I was only offered a 15% discount, which I accepted, although I believe more could have been done considering I am now facing a delay of 5 weeks or more for a single bracelet.
Most recently, during my third follow-up on Monday, October 7th, I was told that the bracelet is still in process and would not even be ready for shipping until October 29th. This means that, between production and shipping, the wait time will far exceed anything stated on your website.
This entire experience has been deeply unsatisfactory, especially considering the positive reviews that initially led me to trust your brand. To date, I still have not received my order, and I am now left waiting much longer than expected.
I hope you will take immediate action to resolve this issue and ensure that such poor communication and delays do not happen again. I would appreciate an appropriate solution for this inconvenience.
10 October 2024
Unprompted review
