Since there is so much positive feedback on this forum about whiteflash i wanted to share a bad experience i had as nearly repeat customer.
The first time i bought from them, my wedding band showed up with pave stones that were smaller than requested- it looked beautiful nonetheless so i didn''t do a thing (time crunch as well)
but this time....
I found a stone on line which i decided to buy-one of their H&A stones. price was determined, etc. however, i ran into some cash flow issues so wasn''t able to purchase the stone right away. nonetheless, we were in constant email contact and i promised i wanted the stone and would get the wire to them asap- they kept the stone on hold for me since i was a repeat customer and never asked for a credit card or deposit. emails were sent multiple times a week over a 2 week period with updates. never was i given the impression that the stone was being pedaled to others (in fact they had pulled the stone off of their web site). early this week i got an email saying that they needed to receive payment, so i replied asking if i could put it on my credit card instead (and if the price could remain the same). the reply was yes, but the price went up and that they wanted to know asap. unfortunately, i didn''t check my email till the following day, at which time i sent a reply stating the wire would arrive the following day. to my shock i was sent an email stating, "bad news" they sold the stone to someone else becasue i didn''t get back to them in a timely manner. the problem here is that i have already invested in a custom setting for this stone based on the sarin numbers (my stupidity to do so without diamond in hand-i know). I understand that they run a business and needed to sell the stone; however, how hard would have it been to call me and tell me the situation and ask if i could make immediate payment (first right of refusal for someone whom the stone was on hold for). what made me more upset was that they didn''t even apologize or see the error in their lack of customer service. Instead i was told they are very busy this time of year and i was lucky they had held it as long as they had for me. Maybe my expectations were high, but customer service is important in any transaction, and even though whiteflash was nice enough, when it came down to it, all i needed was a phone call-- or an apology from them for not making the phone call, and the understanding that i had invested time, lots of money, and that i was disappointed that my wife would not be getting her anniversary gift.
moral of the story for me, if i want customer service and a relationship with a merchant, maybe on-line is not the place for me. time will tell, maybe when i cool down i will try again-they do have nice stones.
The first time i bought from them, my wedding band showed up with pave stones that were smaller than requested- it looked beautiful nonetheless so i didn''t do a thing (time crunch as well)
but this time....
I found a stone on line which i decided to buy-one of their H&A stones. price was determined, etc. however, i ran into some cash flow issues so wasn''t able to purchase the stone right away. nonetheless, we were in constant email contact and i promised i wanted the stone and would get the wire to them asap- they kept the stone on hold for me since i was a repeat customer and never asked for a credit card or deposit. emails were sent multiple times a week over a 2 week period with updates. never was i given the impression that the stone was being pedaled to others (in fact they had pulled the stone off of their web site). early this week i got an email saying that they needed to receive payment, so i replied asking if i could put it on my credit card instead (and if the price could remain the same). the reply was yes, but the price went up and that they wanted to know asap. unfortunately, i didn''t check my email till the following day, at which time i sent a reply stating the wire would arrive the following day. to my shock i was sent an email stating, "bad news" they sold the stone to someone else becasue i didn''t get back to them in a timely manner. the problem here is that i have already invested in a custom setting for this stone based on the sarin numbers (my stupidity to do so without diamond in hand-i know). I understand that they run a business and needed to sell the stone; however, how hard would have it been to call me and tell me the situation and ask if i could make immediate payment (first right of refusal for someone whom the stone was on hold for). what made me more upset was that they didn''t even apologize or see the error in their lack of customer service. Instead i was told they are very busy this time of year and i was lucky they had held it as long as they had for me. Maybe my expectations were high, but customer service is important in any transaction, and even though whiteflash was nice enough, when it came down to it, all i needed was a phone call-- or an apology from them for not making the phone call, and the understanding that i had invested time, lots of money, and that i was disappointed that my wife would not be getting her anniversary gift.
moral of the story for me, if i want customer service and a relationship with a merchant, maybe on-line is not the place for me. time will tell, maybe when i cool down i will try again-they do have nice stones.
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