Gemologica Extremely rude attempt at intimidation when questioned regarding a charge to a charge card. New York New York
On December 22, 2008 I attempted to conduct business with Gemologica by ordering a ring for my husband. I was given a "declined" notice on my charge card, but when I checked my balance on line, the amount of the order had indeed been charged. On December 23, 2008 I contacted Gemologica's customer service department and was told quite rudely that there was a problem with the address (or something). When I tried to explain that the charge had been made, I was told that I must be new to this and don't understand. What I do understand is that there is a charge on my charge card for which I will get nothing. I was told to "contact your bank - we DON'T have the money", and "we don't talk to customers with attitudes". What was I thinking, wanting merchandise for my money. Silly me. We will see what the Better Business Bureau has to say regarding this matter.
Patricia
Portage, Michigan
U.S.A.
1 Updates & Rebuttals
Cindy
New York,New York,
U.S.A.
Verbally aggressive and rude customer!
#2UPDATE Employee
Wed, December 24, 2008
On 12/22, Patricia Hall tried to place an order on gemologica.com and her credit card payment was declined. Patricia Hall then called us on 12/23 as she did see what appeared to be a charge on her account but had not received an order confirmation. We told her that the order she tried placing with us had not been approved, and therefore would not be processed. We tried explaining to her about Authorization holds (or Card Authorization) - the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off."
We told her that this hold can remain on the cardholder's account for up to 30 days (usually 3-5 days), depending upon the issuing bank policy. We advised her that she needed to contact her card issuer to find out when the hold would be removed. Here is a link to information that further describes Authorization holds:
http://en.wikipedia.org/wiki/Authorization_hold
Although Patricia Hall was provided with honest and accurate information, she became verbally aggressive and rude with our customer service representative. We understand her frustration and confusion, however Gemologica.com has no influence on Credit Card Company polices.