ComplaintsforWith Clarity Inc

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased rings to trial for engagement prior buying and they never shipped, nor take any accountability. Was promised a call back several times and got nothing. Ask to speak with supervisor, was told he didnt have one.

  

  Business response

  02/15/2024

  When the client originally emailed our company for the status of his order, a member of our **************** Team responded via email on the same day.  According to our written trail of all email communications, we kindly said that we would contact our **************** for an update.  He told the client that he would contact him within 24 hours with that information.  The ****************'s response came in the late evening the following day.  Before our representative could respond the day afterward, the client called our company and insisted that the order be cancelled.  He was very angry on the phone. The representative then immediately cancelled and refunded the order on a priority basis.
  
  The client then called back a few days later and again asked for the status of his order.  The **************** Representative said that it had been cancelled and refunded, per his request.  The client again became very upset because of this.  He insisted on speaking with a Manager and he was promptly transferred to her.  He told her that he wanted his order to be shipped for delivery the following day.  The Manager & the **************** then accommodated him on a rush basis.  The client then confirmed via email that he received the order on schedule the following morning.
  
  The client successfully received the order as requested for Valentines Day. We provided complimentary shipping upgrades as well to ensure the timeline was met.

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from the business is after numerous calls to them after a promised ship date of 2/2/24.  Still have messages out on ******** messenger that have gone unanswered.  Owner is in ***** and doesnt want to be bothered.  Was promised calls back and never received.  Was told at one point representative didnt have a supervisor or a manager.  Forwarded all communication to my attorney.  Returning the fake rings as they are cheaply made and don't trust this company with a large purchase.  Posting this so other customers are aware of their business practices.  Buyer Beware you will get no communication until you file a complaint with the BBB.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ring and setting in late 2022. The Ring came and we were relatively happy with it. The Setting broke, one clasp came off, and we reached out to the organization because it was under warranty. We sent pictures and they asked for us to pay $50 for ***** cost to send it in to be inspected. They came back and strangely said that it was physical damage, and the warranty does not cover physical damage. We are not sure exactly what other type of damage would be possible with a physical ring. They came back with a crazy cost to fix it almost $2000. We declined and asked them to just mail us our items back. We have been waiting for months and months since then and they still have not returned our assets. We have been waiting And been refused to be given a supervisor or anyone to speak with. Their customer service agent, **********, has been worthless to us. He keeps just telling us to be patient and then never speaks to us again for a month. We have been without our ring since November 9, 2023

  

  Business response

  02/09/2024

  After having originally analyzed the clients' ring, we determined that one prong holding the center stone was completely broken.  We further determined that the damage was not due to normal wear & tear.  Nor was it due to a manufacturing defect.  Therefore, charges for the repairs needed to be incurred.  In order to properly repair the ring to ensure complete structural integrity, we informed the clients that we needed to recraft it from scratch.  We offered a discounted price for this service based on today's setting price, in the interest of minimizing our clients' costs as a courtesy to them.  Since the clients were extremely upset about this, they instead requested that we send back the setting & unmounted center stone to them.  While we generally do not like returning rings & loose stones this way, we did so as a courtesy in January of ****.  The clients' intention was to have the repairs performed locally.
  
  Unfortunately, ***** entered the incorrect address when shipping the package. They held it at the ***** facilities & we have attempted to contact them numerous times about the status.  They have not responded to us about this matter since January of ****, as they claim that it is still under investigation. Our company has even instructed them to send the package back to us, to have it reshipped.  As of February 6th, ****, our *************** has escalated this matter & filed a Corporate Complaint with *****.  We have received no response. Our last attempt to reach ***** was today. In short, we have made every effort to properly represent the clients & deliver the package to them. We will continue to contact ***** in the hopes that they will respond promptly. The following is our information, for the client's reference:  ***** Tracking ID: ************ / ***** Investigation Case ID: ***********.

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is NOT closed. They still have all my money, my diamond and setting (or ******* Nothing is resolved whatsoever. 
  
   
  
  **********************************************
  
  
  Sent from Yahoo Mail for iPhone 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  02/28/2024

  The package has been recovered from ***** & the client has been notified.  The client is currently considering whether or not to proceed with recrafting the ring & will inform our company shortly.  We will then proceed accordingly.  If he wants the ring & ***** returned to him, then our company will do so without delay.
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My engagement ring was sent to be repaired on 3/21. We paid the required insured shipping, used the pre-made shipping label provided by With Clarity, and it was set to arrive to them in 2 days. After 10 days and 3 phone calls attempting to check on the status of the ring repairs (once being told there was a shipping delay, once being told there were no updates, and once being told the ring was there and in repair, but they would email us later with the specific updates), we were informed that the ring never arrived to their facility.We were told an investigation with ***** would have to take place. They began the replacement process while waiting for ***** updates, b/c we needed the ring by 4/25. The replacement diamond offered to us was $3,935 LESS than what my fianc paid for the original diamond. On 4/5 we asked about a refund and we were able to speak to a manager, who had JUST been made aware of the situation. She said we could contact her directly moving forward. She didnt answer any calls on 4/6. On 4/7 the manager explained their insurance policy, & that they could only offer a replacement diamond that was similar qualifications of my original. She also explained fluctuations of the diamond industry, which is why they wouldnt go based off of the monetary value of my original ring. We inquired again about a refund, she did not give us refund information. She offered another diamond option ($30 more, so still at $3,930 less than what was paid for the original diamond). Both diamonds superseded the qualifications of my original diamond.We looked up the ***** tracking number, and noticed that no signature was required for the ring to be delivered, so it was left on the porch of a house - the shipping label determines whether or not a signature is required, which With Clarity provided the shipping label). We still have not received info about a refund, and are being pressured into selecting a replacement that we are not satisfied with.

  

  Business response

  04/10/2023

  This is a repair for an old order. ***** wrongly delivered the package. The customer has a tight turnaround, which we're meeting. We have offered (per policy) a replacement option of compared size and quality. The prices of products have changed since the original purchase. They are outside any refund policy. We are offering a higher-quality stone?  The clients do NOT want to use their own insurance company to handle this. Finally, all of our packages are signature-required. 

   

   

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We are incredibly unsatisfied with the inconsistency of information being provided to us. We contacted ***** on 4/10 and discovered that With Clarity did NOT provide the necessary documentation to file a complaint with *****, therefore, the claim was dismissed, resulting in even longer with no answers as to where my original ring is (again, the ring was sent out on 3/21, With Clarity failed to notice the ring was not delivered to them until 3/31, after we called 3 times). We were also informed by ***** that whether a signature is required is determined by the shipping label, which was provided by With Clarity. Therefore, With Clarity made an error and did not require a signature on our ring when it was being sent to them. We are being pressured into accepting a replacement when we are not interested in a replacement ring at this point. We do not feel confident in this company's customer service and would like our money back so that we can take our business elsewhere.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We are awaiting information regarding a monetary refund of our original purchase that was lost due to With Clarity's negligence.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  07/19/2023

  As previously noted numerous times, insurance companies do not provide monetary refunds.  They simply cover the costs of similar replacement items, in the event of loss or theft.  As jewelers who must follow standard insurance policies, we would be happy to provide such a replacement.  However, the clients have repeatedly indicated that they are not comfortable with this option.  Therefore, we again suggest that they obtain a new ring locally through their own insurance company.
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently shipped my engagement ring back to With Clarity for repairs. At that time, I updated our address from the ******* Address to our current ******** address. Our shipment label we were provided to ship them the ring had our correct address. However, when they returned the ring to **, they shipped it to our old ******* address. The current occupants were delivered the package and signed for it. I have been getting the run around from support telling me either 1. go to our old address and ask the occupants for our ring or 2. they will contact ***** to ask them to recall the package. The first options is not safe and the second option is ridiculous as With Clairity mis-labeled the shipment to the wrong address and ***** simply does not recall packages. With Clarity has offered no other resolution or contact. At this point, we just want a refund of our original purchase since we don't even have our ring.

  

  Business response

  02/22/2023

  On a recorded phone call, we have the customer confirming that they received the ring. We did offer a discount or re-crafting, but they ultimately did receive the ring, therefore a discount or re-crafting as options would not apply. If the customer has any additional questions or wishes to have any further conversations about this, our customer care team is available at any time over phone, email or live chat.

   

   

  Customer response

  02/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have not spoken to this company at all in regard to my complaint. I have provided my contact information and have yet to receive any calls. Im not sure who they think theyve spoken to. I can guarantee the recording is not of myself. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  03/15/2023

  We spoke to the client ***************************;on his registered phone number ************ (as mentioned in the order) and he again confirmed that he has received the ring and due to the inconvenience caused, he was expecting some compensation. We did not give him an instant offer and told him we will get back to him on it within 24 hours after checking with our management. He is okay with that. We checked with management and offered him a $198 discount (10% of the order value) as a compensation for delivery inconvenience. We are awaiting the client's response on whether they will accept this or not.
  
  
  We then tried calling on the other number as well that he had provided to us, as mentioned in the BBB review, however, there was no answer.

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spent almost $10,000 on an engagement ring on 8/11/2020. Received ring, seemed perfect. On 8/1/2022 my wife noticed the ring was misshapen, which was odd because the wedding band worn next to it was still perfectly round. She rarely if ever takes the rings off, and does not participate in physical activity that would damage the ring. I shipped the ring back to With Clarity as they requested for inspection. Their suggestion after receiving the ring back, was that their lifetime warranty did not cover damage outside normal wear and tear and they suggested I just buy a new ring. One, that is an absurd response, to buy a new ring, and two, after doing some research, it is apparent that the ring had a deformity in the metal or the initial craftsmanship was faulty. Either way, those should be covered by the lifetime warranty. Telling me to buy a new ring from them is not only insulting, but a straight up scam. They claim they are unable to repair the ring, so I desire replacement or refund if it truly cant be repaired. I cant get a second opinion at the moment because they still have the ring.

  

  Business response

  08/22/2022

  Hello

   

  Please see our Lifetime Warranty policies as clearly described on our site for all customers: **********************************************************

  Excerpts are here:

  With Clarity is committed to creating the highest quality jewelry that lasts a lifetime. Our goal is to make you happy with your jewelry now and forever. We offer complimentary lifetime cleaning. We also provide complimentary replacement of stones under ****ct each, which are broken or lost during everyday wear and tear. Our lifetime warranty offers free prong tightening, re-polishing for nicks and scratches, rhodium plating and professional cleaning services.Diamonds above ****ct each are not covered under warranty. Center stone diamonds and gemstones on engagement rings are also not covered under warranty. Damage, loss or theft are not covered by our Lifetime Warranty. While we're happy to repair your jewelry, there are fees assessed based on the repair requirements, as determined by our jewelers. We strongly recommend that all work including cleaning, resizing and repairs performed on your jewelry is done by With Clarity. Otherwise, your warranty will be voided.

  While all rings are covered with a Lifetime Warranty, the ring is questions was damaged beyond the scope of usual repair. It would need to be reconstructed from scratch which would of course be a cost to the company. This damage occurred after the customer wore the ring for 2 years. There were no complaints or outreach within the initial 2 year span detailing any complaints or manufacturing defects in the ring.

   

  See attached image of the ring. 

   

  We also offered solutions to remake the ring or return the ring to the customer as is. The customer chose to have the ring returned to him as is - which we are in the process of doing. 

   

  While rings can withstand some wear and tear, they can be damaged just like any product can.

   

   

  Customer response

  08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  

  Look at the picture attached to this message.  It is the wedding band and engagement big that been worn side by side for two years.  The wedding band is still perfectly round.  The engagement ring is warped beyond repair and unable to be worn.  The ring was never damaged by impact or intense physical pressure, it was simply worn next to the other band.  As I suspected, when I took the ring to a local jeweler, their first response was that the shank was too thin and looked to be failing due to poor workmanship during creation.  It was not representative of a $1000 setting.

  
  

  The company offered to replace the setting only if I paid full price.  Why would I pay full price when their original product was poorly made?  Furthermore,  why would I pay anything?  The ring has a lifetime warranty against defects.  For the ring to be unwearable after two years of normal wear is clearly a defect.  

  
  

  I no longer trust this company to do the right thing.  Their email responses have been condescending and they refuse to take any responsibility for creating an inferior and subpar product.  The picture clearly shows a well made wedding ring that is perfectly round and a poorly made engagement ring that has warped beyond repair. 

  
  

  Since the company has refused to repair the ring and honor their warranty, it is only fair they refund the cost of the ring setting so that I can have it replaced by a credible jeweler that will stand behind their work. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  

  Business response

  09/12/2022

  Hello

   

  1. As clearly stated on site, our Lifetime Warranty covers for damage against wear and tear. Our jewelry is always vetted and checked for durability before shipment to customers. We stand by the quality of our jewelry. If jewelry is worn with general care, such significant damage will not occur to it. If after years of wear, there is significant damage to the structure of the ring, this is not a manufacturing defect, nor is it wear and tear- this would be outside the scope of our Lifetime Warranty. See our warranty published on site here: **********************************************************

   

  2. To offer the customer a benefit, we offered to remake the ring setting at a discounted price. Note, that the center diamond which accounts for 90% of the value of the ring is fully intact--- it is only the setting that would need to be remade. The customer refused this offer and wanted the ring to be returned to him. The ring was shipped out and is already returned to the customer.

   

  There is not further action that we as a company are able to take for this customer. The customer has also indicated that they would like to take legal action against the company. Please see relevant screenshots for the email communications between company and customer.

   

  Thanks

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩