Glencara Total Rip Off, Internet

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.

* We are based in Galway, Ireland
* We only sell authentic Irish Made quality Jewelry.
* There are no credit card currency conversion charges.
* We keep customers updated throughout the order process with an order confirmation e-mail, then e-mail with the invoice and finally a shipment confirmation e-mail.   
* We keep a stock of all our items so that they can be shipped within 24 hours
* Items generally take 3-5 days to the US & Canada. We test delivery times throughout the year and over 95% are received within this time frame.
* 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.
* We guarantee delivery of all orders.  

In reply to this customers case, We had an unusual back log in manually replying to e-mails in early 2012 due to the busy holiday season. Per the auto-replies that went out, we asked our customers who e-mailed to put "Urgent" in the subject of the e-mail , we would expedite the processing of the e-mail to reply within 24 hours. If we received a phone call it was answered as normal, Voicemails were listened to within 24 hours. In this particular case, we do not have the customer details but it looks like as if the customer did not receive a reply to their e-mail due to the backlog and then didnt put "Urgent" in the subject title per our auto-reply instruction and couldnt reach our customer service on the phone due to them calling outside Irish business hours with no voicemail left.

If they would like to provide their order number or name to sales@glencara.com we would appreciate the opputunity in making this transaction right for them. 

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. You will receive a reply to your e-mail or voicemail within 24 business hours. We promise this.