• Report: #835409

Complaint Review: Glencara

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  • Submitted: Tue, February 07, 2012
  • Updated: Tue, November 27, 2012

  • Reported By: Esmerelda — ft. worth Texas United States of America
Glencara
Humble, Texas United States of America

Glencara Glencara.com Fake Irish Company run from an apt. in Humble texas. Phone # and email info are all fake .Cannot get a refund for defective merchandise. Humble, Texas

*UPDATE Employee: Glencara Reply

*Consumer Comment: Questionable respons

*UPDATE Employee: Glencara.com Reply

*Author of original report: Another Load of Crap

*UPDATE Employee: Glencara.com Reply

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I orered from this company website. I recieved the order which was defective. Website instructs buyer to return merchandise in original packaging for full refund which I did. It has been two months and I have no refund and cannot contact them . The phone and email contacts on the site are all fake. I contacted the BBB and found that it actually is run from an apartment in Humble texas.

This report was posted on Ripoff Report on 02/07/2012 01:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Glencara/Humble-Texas-77338/Glencara-Glencaracom-Fake-Irish-Company-run-from-an-apt-in-Humble-texas-Phone-and-ema-835409. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Glencara Reply

AUTHOR: Glencara.com - (Ireland)

Reply to customer:
Our mistake on the timezone in the past replied to this thread, for the EST timezone we counted fowards instead of backwards, the time zone is in fact 3.00am-11.00am EST which is 8am-4pm Irish time. If you call during this period you should be put though to one of our irish customer service agents in Ireland.     

Please provide your order id or name so that we can look up your order and fix this problem if its not fixed already . Our email is sales@glencara.com .  We also want to investigate why your past e-mail was not responded to within 24 hours

* We have completed over 200,000 online transactions since 2005. Over 99% of our customers are satisfied with our products and the service provided. The testing of our customer satisfaction is done by a 3rd party and we can verify above to any customer who wishes to enquire about this.
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#2 Consumer Comment

Questionable respons

AUTHOR: Kythden - (United States of America)

I, like everyone else, am having simular issues from this merchant.  We are now 20 days without recieving our order. We have emailed sales@glencara.com and recieved no response. We have called 1866 567 7451 at 6:30 am EST, which is 11:30 am GMT (Ireland time zone.)



The companies response that you can contact them through email is false. The companies response that you can call between the hours 1pm to 9pm puts it at 6pm - 2am GMT, which brings into question if they are even located in Ireland. Makes me wonder if they are really in India (GMT +5 in some areas of india.)



You can not leave a voice mail on the USA/Canada 866 number. The recording hangs up on you after telling you to call back during buisness hours (which I was.)



Finaly they promise to reply within 24 hours. As of this writing, we have never had any response of any kind to our various attempts to contact them.

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#3 UPDATE Employee

Glencara.com Reply

AUTHOR: Glencara.com - (Ireland)

Reply to customer:
Please provide your order id or name so that we can look up your order and fix this problem. Our email is sales@glencara.com

* We have completed over 200,000 online transactions since 2005. Over 99% of our customers are satisfied with our products and the service provided. The testing of our customer satisfaction is done by a 3rd party and we can verify above to any customer who wishes to enquire about this.

*You can reach us toll free on the phone 1.00pm-9.00pm EST (8am-4pm irish time). Mon-Fri, outside of these hours you can leave a voicemail or send us an e-mail and we will respond within 24 hours.

*If anyone has any questions or concerns, we would love to hear from you, please e-mail us at sales@glencara.com or call us toll free on 1866 567 7451  1.00pm-9.00pm EST or you can leave a voicemail if calling outside that time
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#4 Author of original report

Another Load of Crap

AUTHOR: Esmerelda - (United States of America)

I just tried to call them and got the same message , some guy with an Irish accent telling you to call back on Irish time. What a lying load. Dont buy from this fake company. Big internet rip off. If you are lucky enough to get what you ordered, it will be flimsy a cheaply made.
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#5 UPDATE Employee

Glencara.com Reply

AUTHOR: Glencara.com - (Ireland)

We are sorry to hear of the negative experience received by this customer. We try to ensure cases like this are kept to a minimum but unfortunately they can happen. See below our policy statement and response to this particular case. 

* All our Jewelry has to pass a strict quality control check before it is shipped to our customers. 
We do not know the details of this specific case as no reference is provided but most likely the damage occured in transit or the item could in fact have slipped through our quality control check.

* Since we guarantee the safe and defect free arrival of all our jewelry, we ask customers to return any item which arrived damaged or defective. We pay their return shipping and send a new item free of charge.  

* We had an unsual back log in processing returns & e-mails in early 2012. If a customer e-mailed with "Urgent" in the subject of the e-mail as instructed by our auto-reply, we would expedite the processing of the return or if we received a phone call or voicemail from, we expedited the processing of the return. In this particular case, again we do not have the details but it looks like as if the customer did not receive a reply to their e-mail due to the backlog and them not putting "Urgent" in the subject title per our auto-reply instruction and coulden't reach our customer service on the phone due to them calling outside Irish business hours with no voicemail left.

* You can reach us toll free on the phone 1.00pm-9.00pm EST (8am-4pm irish time). Mon-Fri, outside of these hours you can leave a voicemail or send us an e-mail and we will respond within 24 hours.

If you have any questions or concerns, we would love to hear from you, please e-mail us at sales@glencara.com or call us toll free on 1866 567 7451  1.00pm-9.00pm EST or you can leave a voicemail if calling outside that time


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