Complaint Review: Momsring.com - Culver City California

Lauren: This requires you to look a little further at the times involved, in addition to the lack of professional responses that I have received from your company. Order was placed on December 20th and confirmation received from your company at 10:05 PM PST. Your website indicated that the order was in process on Monday, December 21st and emails and phone calls were placed to your company to insure that there were no problems with the order. No responses were ever received via email or telephone communications. On December 23rd, there was no update to the website records and/or communication from your company. Again several calls were attempted to both the Moms Rings number, in addition to other numbers listed on companies operating under the same umbrella. Even one of the websites, that uses the same main customer service line indicates Customer Service is available 24x7: http://www.diamond-jewelry-masters.com/contact-us.cfm, which quotes (after being changed to add times that a 30 minute response could be expected),

1. Dial our toll-free customer service line at (800) 630-2686. Its a seeker system. If the main lines are busy, the system will seek out an available private line and automatically re-route your call to a live person 24 hours a day. 2. Instant text message from your cellphone. Use your own cellphone to send us an instant text message, and youll receive an instant reply. Send your text message to (310) 384-7131, and well reply with a text back. If you want a call back include pls call and we will do that as well. 3. When you use the email form below, your message is instantly routed to our Help Desk. It also shows up with an alert on 4 other private cellphones. If its between 6 a.m. and midnight PST, you can expect an answer within 30 minutes or less. 4. If your computer is Skype enabled you can chat with us live while you browse our website, Look for the Skype button on your website page, simply click it and youll be connected via free voice through your computer. If you dont have Skype, you can download it here. Its free and simple to use. 5. The Magic Number is (310) 384-7131. Call it, Text it, Twitter it, or leave a voice message 24 hours a day, and youll get a prompt courteous response. Real answers from a real person at your fingertips when you need it.

Calls, emails, and text messages were all attempted with no responses. I have records that prove that all of these were done well in advance of filing any reports. After no response, in what was deemed an acceptable time by your company, I filed complaints to both rip off report as well as BBB. The lack of response for a package that should have had a tracking number already assigned to it was unacceptable.

Furthermore, the next morning I receive the following email from your company: (please note the time is well before the time I signed for the package, which you indicate happened after)

From: [email protected] To: [email protected] ReplyTo: [email protected] Subject: Customer inquiry from Diamond Jewelry Masters Sent: Dec 24, 2009 6:15 AM Dear Customer, We apologize, but due to circumstances with shipping and recent inclement weather effecting overnight shipping, we were unable to get your package to you for delivery on December 24th. We know this causes difficulties as your purchase was most likely intended to be a Christmas Gift. We can deliver after Christmas, but wanted to let you know this morning in case you needed to make other arrangements. Please let us know how you'd like to proceed. Thank You Customer Service ------------------ Please do not remove this footer ------------------ Order_id=15835, site=1, category=, status=Reply, owner=99, replytoid=132976 ------------------ End ------------------ ********************* Reply to *********************** The email was sent from info.cfm?&show=contact on December 23, 2009

If you examine the email above, it indicates my package was not going to be delivered. My response to that email was:

Please cancel my order and provide confirmation that it has been cancelled. I understand weather can be an issue but that would have been a fedex issue and the package should have already been sent and a tracking number provided. The lack of communication from your customer service as well as not fulfilling your advertised commitment, since the package should have at least been in the possession of fedex on Dec 23, is unacceptable. Please also update your website contact information as customer service is not available 24x7, nor are calls returned within 30 minutes.

Finally, this is the response I recevied from the company:

[email protected] [email protected] [email protected] dateThu, Dec 24, 2009 at 9:24 AM subjectRe: MOMS 15835 TO YOU 12-24 BY 3PM hide details Dec 24 (5 days ago) Jeremy, Ooops...sorry. The jeweler didn't update the order tracking when we responded earlier this morning. There's now a tracking number - see http://www.fedex.com/Tracking?language=english&cntry_code=us&tracknumbers=793129936130 should get to you today before 3 - Thanks for your feedback, we definitely have a lot of room for improvement - sorry again for the mismanagement of your order. I hope you will keep the ring. Thank You Customer Service ------------------ Please do not remove this footer ------------------ Order_id=15835, site=1, category=, status=Reply, owner=99, replytoid=133184 ------------------ End ------------------

The package was delievered Dec 24, 2009 9:39 AM, well after any of attempts above to get in communication with your company.

Maybe you would like to elaborate on the lack of communication and ability of your company to return phone calls and/or emails within a timely manner. I attempted to contact your company well in advance to ensure that things were going ok, however your company never responded. And the number of phone calls, emails, and text messages were not limited to a handful. They were enough that would be considered a very valid attempt to get a hold of your company by any court of law.

Dear Jeremy:

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Dear Jeremy:

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