• Report: #936274

Complaint Review: ItsHot

  • Submitted: Mon, September 03, 2012
  • Updated: Thu, September 20, 2012

  • Reported By: anonymous — Internet United States of America
New York, New York United States of America

ItsHot Custom jewelry not made to documented specificaton and company will not respond after they recieved payment New York, New York

*Author of original report: Issue Resolved

*Author of original report: Working to resolution

*UPDATE Employee: Customer support is availalbe 24/7

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After looking for several months for a special piece of jewelry for a significant milestone anniversary for my spouse I was unable to find exactly what I wanted so I decided to have a platinum and diamond ring custom made to my specifications since I could not find exactly what I was looking for.

I had sent multiple inquires to ItsHot.com and they were extremely responsive to any questions I had and I was quite impressed with the level of service (prior to the sale) so I decided to commission them to make the custom platinum diamond ring.

I sent the very specific requirements to them regarding the ring along with a rough picture of what I wanted it to look like prior to them starting the design process.   I explicitly stated I wanted 950 platinum,  and princess cut diamonds ( a 0.5 ct princess cut center stone and an approximate 0.2 ct princess cut stone on each side)  I also explicitly stated that I wanted the ring to have an engraving.  This was very specific in the instructions that I sent in each email.

Since I had shopped around a while before the purchase, prior to starting the ring I inquired if the original quote was still valid and was told by the sales rep that the price of princess diamonds went up and was provided with an updated quote which was increased in price.  I found the quote acceptable decided to start work on the ring. 

They required half of the purchase price up front to start the work so I paid the required down payment and work on the ring was started.  The sales person told me that only part of the design I wanted engraved would fit so they could only do a portion of it.  I modified the design and sent it back to them again and explicitly asked it the modified design would fit.  I was told that it would but it would be hard to read with the naked eye.  I explained I was ok with it being difficult to read but I wanted the engraving done. 

A couple of weeks later I received a request for the final payment prior to shipment.  so I paid the remaining balance and the ring was shipped immediately.  Upon initial inspection I found the ring did not have the engraving that I had specified.  I immediately sent a email to the sales rep that I had worked with and never received any response from him.  Upon closer inspection I then realized the two stones on the side were not princess cut stones at all ( you know the ones I paid extra for because the price had went up) but they were round stones instead.  I sent another email to the sales rep that I worked with and to the general sales address and again - No Response. 

I have every email that I have sent them with all of the details regarding the specifications of the ring.  These were all forwarded to them with my concerns about the ring not being made to specifications and they continue to ignore any questions after the sale.   

The ring as it is made is very pretty; but there are jewelry stores full of very pretty jewelry that I could have purchased much cheaper without paying the expense to have a ring custom designed.   This was a hefty platinum ring with close to 1 ct of diamonds so this was not an inexpensive purchase.

I chose the custom design process to capture the little details that had significant meaning for my spouse and mark my milestone anniversary.  I am extremely disappointed that I did not get what I paid for and that service after the sale is so pathetic ( actually - non existent- it is apparent I did not get what I paid for ), especially since service is the one reason I chose ItsHot prior to the purchase.  Talk about bait and switch!

This report was posted on Ripoff Report on 09/03/2012 08:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/ItsHot/New-York-New-York-10036/ItsHot-Custom-jewelry-not-made-to-documented-specificaton-and-company-will-not-respond-af-936274. 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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Updates & Rebuttals

#1 Author of original report

Issue Resolved

AUTHOR: anonymous - (United States of America)

As promised, I wanted to follow up on the final resolution of this issue.   The ring was sent back to the company and I just got it back.  IT WAS ABSOLUTELY PERFECT the second time around!!!  I am disappointed that we had to have a second time around and that it took some time to get a response but once I did,  the staff I worked with went out of their way to correct the issue AND to expedite repair and shipping and I could not ask for more!!!   I actually did not expect to receive it back when I originally wanted it given the circumstances so I was surprised when I got it on the day I needed it, especially since I knew they were still working on it the afternoon before.    I know this was not without a GREAT deal of effort on their end so I want to acknowledge that!!!  
Final note: Mistakes do happen, we are all human and not infallible, I think we all understand that.    When they do, I hope that first, learning is gleaned from it and measures are put into place to prevent future issues and secondly, the issue is corrected.   

Although I cant confirm with 100% certainty they will use this as a learning experience, I feel strongly that they will.  I can confirm with 100% certainty that they resolved the issue and went out of their way to make sure they were able to get the issue corrected and get the ring to me on time.   The craftsmanship is TOP NOTCH and the ring is ABSOLUTELY STUNNING!!!   
Although my experience with this company may not have been perfect out of the gate,  I feel it important to note I was satisfied with resolution and I would definitely consider doing business with them again. 
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#2 Author of original report

Working to resolution

AUTHOR: anonymous - (United States of America)

First- I would like to acknowledge that the sales team did finally contact me and it seems they are attempting to resolve the issue.  I have sent the item back - they have paid for shipping and said they would take care of getting the correct diamonds set and the engraving along with apologizing for the error.  This has been a huge inconvenience and a major snag in getting it by the date I needed but I truly appreciate their willingness to correct the problem.  

In response to customer support, I had contacted the sales team that I had been working with via email multiple times prior to attempting to contact anyone else.   They were who I worked with to purchase the ring and each of those correspondences had the entire chain of communication about the order including the specifications and my disappointment and concerns about the purchase.   In the last email I sent I asked them to please respond within 1 day or I would escalate the issue.  After about two days I filed this report.

In addition, I also logged onto the 24/7 live chat but no one answered the chat line and I was transferred over to leave a message which I was not expecting.   At this point I did leave a brief message and you were correct that I did not leave the order number or contact information in this message because I connected hoping to chat with someone live.   After sending the previous emails I did not see the necessity of leaving another.

I fully understand these errors are human mistakes which was one of my pressing questions in the emails that I sent.  I wanted to understand how when you order a custom piece (it is all about details- that is why you order custom jewelry) that it can leave the store without verification that it is close to being correct- especially when  critical attributes like the stones  are incorrect.   
As far as the cost of the stone- I did not infer the stones were changed to cut cost.  I was simply stating I did not get what I paid for which should have been princess stones.  It was your sales staff that told me the price of princess stones went up which resulted in an increased final quote.  I dont know how princess prices compare to round prices because I was not interested in round stones so I never inquired.

Again, I would like to acknowledge the sales staff did eventually respond.  I wish that it could have been timelier prior to me feeling that filing this report was necessary, but that simply was not the case.   They do seem to be resolving the issue. I have confidence that they will make it right and if they do I would possibly consider doing business with them again in the future.  Although their immediate response was not timely, they do seem to have an effective escalation process for issue resolution which I find to be positive.  

 I also want to acknowledge once again the original rendering of the ring, although incorrect was gorgeous and very nicely done.  The craftsmanship was top quality; my only concerns were with the details not completed to my specifications and the lack of response when I initially contacted them regarding the error.

When I get the ring back I will post a follow up to the final resolution- I have confidence it will end on a positive note .
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#3 UPDATE Employee

Customer support is availalbe 24/7

AUTHOR: Tim - (United States of America)

First of all sorry if in the custom order there was anything thats done not per specifications. You did not leave your order number nor contact information so we are not able to follow up directly.

Please note that we are available to respond to any questions/concerns immediately day or night 365 days a year, 24 hours a day: we provide 24/7 live chat customer service support, our phone support is open Mon-Fri 10am-9pm EST and can be reached by calling us toll free in USA: 1-866-423-6262 or outside USA: 212-398-3123, emails might take 1 business day to respond, but again: for immediate assistance you are always welcome to call us or use the live chat feature 24/7 to speak with our representatives.

If you requested princess cut diamonds but round diamonds were set in the ring it was a human mistake, it was not done on purpose to cut the costs (round and princess cut diamonds cost about the same and in the current market round diamonds are actually more popular so they cost a bit more).

Please contact us using live chat, phone or general email: sales at ItsHot.com and we can assure you any and all issues with your order will be solved to your full satisfaction.

ItsHot.com Customer Service Team
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