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Report: #1251241

Complaint Review: Worthy.com - Nationwide

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  • Reported By: paws4 — mishawaka Indiana USA
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  • Worthy.com Nationwide USA

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I sent a ring in after being given an amount of what my ring could bring in at auction. I used the information that was on an appraisal to provide worthy.com the description of my ring. I packaged up my ring with the provided packing label and sent it off next day shipping. When my ring was at the facility (noted by tracking), my item still stayed on the websight not showing it had been received for a couple days. That was my first concern, that my page had not been updated. I tried to contact them numerous times via chat and email. The chat function was what always seemed to be in poor working order, but later decided maybe that was not the case. My emails would go generally unanswered.  Finally, my page was updated that they had received my item. No information was provided by this company by them first, I had to--what felt like a nag to get information from them. After it shows the received it, then it shows preparing for auction, that is when the are inspecting it, and give you details of the ring after looked at by GIA experts. This took a couple days and after constant contact with them, and sometimes with no answer, and sometimes with an answer, I was asked if I would give permission to let them remove the stone to inspect further. This is a concern to me and I think anyone it would be. I recieved and email asking the permission and that they would not be held responsible for any damages in this process. After being reassured time and time again that it is in good hands and they are experienced and that my ring will be fine, I gave them permission. After they inspected it, they gave me the info, and sadly, my ring was of a lower grade than expected.  After it was discussed being inspected, I was asking when it would got to auction, because it seemed to be a bit long getting there. I was told at one point it would for sure it would go 'that day', well...it didnt. Then I was told it would go first thing in the morning. Well...it did not. It went up about 1 pm. That may seem like small issues, but in the bigger picture, it is showing their lack of communication as a whole, and when you are distrusting them already..and then they are delaying a public auction..you start to get a little worried. So, I see the item listed, I have had a lot of interest, and by the time the auction ends, I have close to 600 interests/bids. The ring is shown in tact with the specs of the middle diamond and the diamond band along with it. Time winds down to the end of auction, and I had about 3 hours left. When I come back to check, I see that it has went up in time left. I was not informed of this at all. I write them, yet again to find information about my auction, I stress...my auction, because they do, they want you to know this is your auction. They apologize yet again for not contacting me. I ask them how many times can they extend an auction, and they reply with telling me that they wont do it again without telling me. Interesting. I understand the reasons for it, and they will say over and over again their reason for something, but not explain the real reason you are asking for something, which was why dont they contact you before hand. So, my auction closes and it did not meet the amount expected, even though the interest went way over and above the interest that anyone had seen that I talked to, in their experience. I write an email stating that I wanted to decline the offer. That goes ignored, and I get a phone call, giving me all the reasons as to why I should sell it-to make a long discussion shorter, I declined again. I was told my ring would be mailed out and insured back to me. 

Well, I got my ring today. I was horrified to see that the ring came back to me with the main stone still out of the setting. After they do an inspection, they do not put it back in its setting. I instantly get online and to discuss this. I started out asking the process of removing the diamond, and it was not responded to in ANY form that they do NOT put the loose diamond back in if they remove it and the sell does not go through. I was directed to talk to the supervisor and that he would call. I asked that I speak to him via chat or email, that way I have the conversation in its entire form. I get 2 phone calls, I do not answer, I repeated again, I would like to chat online or via email. I am told to be reassured that phone calls are recorded...right, for YOUR benefit, and they see the importance of having proof of something (on their end). I declined and said online, or via chat. Through an extensive conversation that ended 3 times by worthy.com by just stopping-i mean it..they just stopped talking and I kept coming back. Had it been a connection issue or something, I get it, but there was NO follow up via email, like "hey we were disconnected"..etc...this shows to me it is an odd coinsidence. Anyhow, I am told over and over and over again, because I refused this offer, they were already out of pocket so much that they do not reset the ring. Eventually, I got an admittance that this is a policy oversight, that they do NOT, I repeat, do NOT tell the seller they will not reset a ring once removed for inspection and you will recieve the ring back not in the same condition as you sent it. Though i understand the expense on the company, they kept repeating it. What they would not do was come up with a resolution. Here I am with a wedding ring with no middle stone and will cost me to get it reset. I am sure I am not the first person that this has happened to, but they sure make it seem that way. This company has made me feel like I should be punished for not selling a ring for a tiny, and I mean tiny and their charge is $150 no matter what and that I should be ok with an item sent back not in the same condition it was sent. On their OWN Page they have the words that your item is being shipped back insured the same way it was sent to us. Let me ask you...if you take your car to a mechanic, and he has to tear some parts off to inspect it, is it ok he return it with the parts off? If said car was to go to auction and inspected, like most would, and they had to inspect it, and it didnt sell..would you get it back with said parts off of it? Is it reasonable that their reply is such "you signed a permission statement for us to remove the diamond for inspection" and that be end of story? I DID NOT sign a permission email for it to be mailed back in two pieces, it is reasonable to think that the ring is put back in the condition as it was sent, especially, when you see the ring on auction, in tact. As great as this quick sale of our items may seem, please reconsider. They are out to make a buck like anyone else, it doesnt matter the fashion they do it. They admit that they did wrong and offer nothing to fix it, they do ignore you, leave you hanging with no reply and hope you go away. That, worthy.com is not going to happen. 

This report was posted on Ripoff Report on 08/27/2015 10:24 AM and is a permanent record located here: https://www.ripoffreport.com/reports/worthycom/nationwide/worthycom-deceptive-poor-communication-and-professional-skills-new-york-nationwide-1251241. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
3Author
3Consumer
0Employee/Owner

#6 Consumer Suggestion

Transparency

AUTHOR: webpriest - (USA)

POSTED: Wednesday, May 24, 2017

I was looking for a place for my sister to sell her ring i came across worthy looked like a great site until I looked @ there reviews I could tell soon as I looked @ them they were fudged Am like were are the bad reviews noway everybody is this happy .I own a very successful restaurant in business you cant make everybody happy dont matter how good you are and everybody knows this always going to have someone U cant please !! and U never go after a customer online or write a Rebuttal learn from your mistakes and be 100% transparent people will repect your mistakes in how you handle them !! when you have a few bad reviews people will know what there reading is the truth .Am still o n the fence about doing business with worthy hope they can clean it up and do the right thing by everybody even the hard to please customers !!

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#5 Author of original report

final

AUTHOR: - ()

POSTED: Thursday, September 24, 2015

I am thankful for an eventual satisfactory outcome. That is what i wanted to note on faebook as a follow up, but i was not allowed to, because i was banned from making further remarks. i was willing to give credit where credit was due. you keep repeating that the issue has been resolved, and i have not argued that fact. i again, wanted to note that, but was not allowed to. good luck to you in the future.

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#4 UPDATE Employee ..inside information

Negative Reviews - Full Transparency

AUTHOR: Worthy - (USA)

POSTED: Wednesday, September 23, 2015

Most of our clients have very good experiences with us and there are some that feel unsatisfied. The reason those comments are not visibile on our page is because most of them do not comment there, they comment on our ads and posts. We typically leave those up and respond to them accordingly. We only take comments down when 1) The issue has been resolved 2) They are either not a client of ours 3) use inapproproate language. 

We understand that clients want and deserve an outlet when an experience has been difficult and we respond by trying to fix the problem before taking down a comment. Our moderators were notified that this particular issue had been resolved but were still seeing comments. Thus the decision was made to proceed as they did. It is very rare we take such action but felt it was justified at the time. 

As a company we learned a lot from this particular situation and have implemented new protocols to make everything clear. We welcome feedback in any form and react to every comment case by case. 

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#3 Author of original report

You failed to acknowledge

AUTHOR: - ()

POSTED: Wednesday, September 23, 2015

The fake face book page..well was not fake. I have had that alias page for about a year,and my picture is on it. I went into your face book page to actually follow up with a positive post, but was banned from writing anything on your page. I spoke nothing but facts of the actions that took place and my feelings about your company. You have deleted my comments because what it appears to me...that is what your company does with negative comments. Consumers should see negative and positive in detail,  but getting rid of negative and only having positive reviews is false to the consumer. Also, in my complaint I had noted how I had to basically beg for response from your company and for an outcome of satisfactory. Your rebuttal makes it seem like you did everything in your power without hesitation, when that was not the case. I understand learning from your mistakes and admitting them, however, instead of showing a client how you deal with a difficult situation, you delete it,so you appear to not have any negative experiences...that is why I called or feel like this company is a scam for the sell that goes through...no its not a scam. Hopefully, when someone cones to your company, it will be a smooth transaction, but if its not, they have no choice really to say they weren't warned because there aren't any negative reviews on your page or face book. 

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#2 UPDATE Employee ..inside information

Issue Resolved, Client Fully Compensated

AUTHOR: Worthy - (USA)

POSTED: Monday, September 21, 2015

This client came to Worthy to sell her diamond ring. As a part of the process, we provided her with free, insured shipping to our grading facilities for evaluation and auction preparation. In order to provide a more accurate grading, we had to loosen the diamond from the ring. The client was asked to give permission for the removal, and she did - signature included. The error on our part, was that her account manager forgot to inform her that the ring would not be set back in. It is part of our protocol to make this very clear, and they made a mistake. We acknowledged and apologized for the mistake both publicly on facebook and in private communications with the client. Even more so, we covered the cost of resetting her ring at her local jeweler. 

One would think that the issue would be resolved there. However, we continued to see comments with very exaggerated, damaging and libelous complaints in multiple locations on our facebook page. This client went to as many places as she could to complain about us, to call us a scam. We work very hard to provide full transparency and security to our clients. We acknowledge mistakes when they happen and we take care of the issues. We left her comments up for quite some time while the issue was being resolved. When everything was taken care of, we took some of them down because they were causing undue harm to our business. This made the client very upset - and  she created a new, fake facebook account in order to further comment on our page. She is now claiming that we only post good reviews and the ones that are posted are fake. This is a libelous claim. 

Everyday we help clients get the most for their pre-owned valuables. We pride ourselves in transparency, accuracy, security, and value. We do not coerce good reviews or hide issues we have with clients. We simply work to solve them and move on with our business with improvements put in place. It is a priority that trust is in place - without it, we could not fulfill our promise of getting clients the best market value, or providing buyers with authenticated goods. If this report is preventing you from doing business with us, we welcome you to make an appointment with us, visit our grading labs in New York and see for yourself that we are indeed an honest company. Thank you! 

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#1 Author of original report

update for company

AUTHOR: - ()

POSTED: Thursday, September 10, 2015

I wanted to come in here to give an update on this company, because I found something disturbing. Companies that only want you to see the good stuff and not the honest stuff is a red flag...big time. I know that it is bad for business, but people generally think if there are only good reveiws, there must be a catch, or its fishy. Well, I went on the face book page of theirs to give an update on them, only to find that ALL of my comments on the page (excluding review) had been deleted! Not only that, I am banned from making any comments on their page. This furthers that they have a shady character. The will never know the update I planned on making on their face book page because of this action.

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