Horrible experience with Ritani return!!

[jillian56789]

So as the title states I’ve had a TERRIBLE experience with Ritani and just want to see has anyone else experienced this?? I purchased a 4ct LG diamond and within the return period decided it just didn’t stand out to me so I sent it back via the fedex shipping method they require. I sent it on 10/24 and they received it 10/26. They never contacted me or refunded me and I paid bank wire btw. So on 11/2 I contacted them wondering what was going on, I was assured it would be done ASAP and for me to send them my banking information so I did that and they responded that they received it. Couple days go by and I check the account and nothings there so then I reach out again on 11/5 multiple times and 11/6 only to be responded to via email stating they refund 2-3 days after receiving the item so I of course reach out AGAIN asking what on earth is going on… no response. So today I called them and received their voicemail during business hours and they called me back. I said I wanted to speak to a supervisor or finance manager or someone in charge! They take down my info and ASSURE me I would receive a call back before 5pm est from the supervisor. 4:40 est comes around and I received no call so I call again and demand to speak to someone in charge. The customer care woman (same one I spoke to 4 hours prior) says all the managers are still in meetings or on the phone and unavailable but she assured me someone would call me before they go home. I tell her it isn’t good enough and I won’t hang up until I can speak to someone in charge and after a long back and forth of her trying to get rid of me with assurances of the refund coming through this week she hangs up on me!! They’ve had the diamond AND my money for 14 DAYS!! NO ONE from Ritani has EVER reached out to me stating they received the stone and we’re going to issue a refund, they’ve only responded to my messages or calls assuring me it’ll be taken care of and never do it. Has anyone else experienced this?? I mean I was TICKED off that they’ve had the diamond and my money for two weeks without refunding me but then being hung up on by the rude customer service representative has put me over the edge!! What would you do?? Thinking I should contact the CEO…. I feel like if I never made such a huge deal about this time and time again they would never give me my money back and just re sell the diamond making double!!

 

[joey_v]

Not good

 

[Kim N]

Oh no, I'm so sorry to hear this. I would try calling again tomorrow morning during business hours and again ask to speak to a supervisor, but in the meantime, I'm tagging RitaniCustomerCare here.

You can also try emailing patrick at ritani dot com, the VP of sales (not entirely sure this is the right email, but it doesn't hurt to try).

 

[jillian56789]

Thank you for the tag and suggestions. I also sent an email to the CEO as I’m SURE this isn’t how they aim to please customers. Sad part is I was planning to start the search again for another larger stone… pretty sure Ritani is out of the running for the business now!

 

[Inked]

Thats terrible! I hope it gets fixed quickly. Their pricing is so low it's hard to look elsewhere. I wouldn't write them off entirely, but maybe just use a card instead of wire? I'm sure they'll refund you! Keep us posted

 

[lovedogs]

Ugh how frustrating!!!! I would be mad too!

 

[Beagles]

Well I was considering Ritani for a purchase but this has soured me on them. Not a good way to do business.

 

[jillian56789]

Soo I actually wrote an email to the CEO and he immediately responded and got the right people involved to make the wire transfer happen right away.

While I can appreciate them getting it done finally, I would be lying if I didn’t say I am still extremely disappointed it needed get to this point to happen at all. Makes me wonder how long they would have kept my money if I just waited … We’ll see if they get me as a repeat customer since there are plenty of other companies that can source the same stones.

 

[FL_runner]

I’m sorry you had to wait so long, it’s very frustrating! But it sounds like it was within their stated policy for returns on the site. Ritani does say they process returns within two weeks and bank wire payments are returned via company issued check. It was nice of them to wire transfer instead of sending a check and to be so responsive to you including sending your request up their management chain, I think that probably indicates a good customer service approach.

I looked up the policy before a recent purchase because I always want to know what I’m getting into I decided to use a credit card.

Returns and Exchanges | Ritani

Learn about returns and exchanges policies.

www.ritani.com

 

[yssie]

I’m sorry to hear that you had such poor experiences calling in. The reps you spoke to should have just pointed you to their publicly-published return policy. Which it sounds like you didn’t familiarize yourself with prior to purchase or the two week timeline wouldn’t have come as any surprise.

Takehome here is to always read the return policy prior to purchase…

 

[luvmysparklies]

Soo I actually wrote an email to the CEO and he immediately responded and got the right people involved to make the wire transfer happen right away.

While I can appreciate them getting it done finally, I would be lying if I didn’t say I am still extremely disappointed it needed get to this point to happen at all. Makes me wonder how long they would have kept my money if I just waited … We’ll see if they get me as a repeat customer since there are plenty of other companies that can source the same stones.

I am so happy that this was resolved for you. It should not have taken such extreme measures to resolve either. I just want affirm with other posters that using a credit card is your best protection. Even when I use paypal, the payment is funded with a credit card. You would have been able to prove delivery to paypal and been pretty immediately refunded without this angst. I know there is a savings when wire transferring, but that monetary savings is out the window and replaced anxiety when something like this happens. Regarding the stated return policies, the other posters are correct. But I am sensing that the issue was fueled by the fact that you were not receiving anything in writing, recognizing the return or anything stating that your refund was on the way and it fed into your panic. Even if it is posted that they send a refund check for wire transfer purchases, it may have eased your mind if they gave indication that the refund check was in the mail. I think it was a matter of you feeling like you were in limbo. I don't think verbal, "it will be taken care of" was helping the situation.

You obviously have agency over whether you will do business with them again. However, I wonder if you did decide on another purchase, if the fact that you were forced to go so far as to contact the CEO to get a sense of when you were going to be getting your money back (whether it was mailed check or not) could possibly translate to getting another (even if nominal) "one time good faith/inconvenience" discount in addition to the 3%.

 

[AprilBaby]

I’m sorry you had a bad experience. I returned twice and had credit immediatey.

 

[jillian56789]

Thank you all for the reply’s. Yes now I know next time IF there is a next time to not use wire transfer. Honestly even if they would have sent a check it would have been ok as long as I knew they were aware of the return and had were processing it. I am aware their policy online says they will process the return within two weeks which here they did not. Two weeks had passed and I had no information from them whatsoever which is why I finally had it and reached out. When I heard back from the CEO and controller they assured me that this was major oversight on their part and they weren’t sure what happened and why it hadn’t been done but it would never happen again. Which I appreciate. I know everyone is human and mistakes are made. I think I was pushed over the edge when the customer service person was so rude and then hung up on me twice not even remotely trying to help me. Oh well…It’s all done and over now luckily. Hopefully no one else experiences something similar!

 

[jillian56789]

I am so happy that this was resolved for you. It should not have taken such extreme measures to resolve either. I just want affirm with other posters that using a credit card is your best protection. Even when I use paypal, the payment is funded with a credit card. You would have been able to prove delivery to paypal and been pretty immediately refunded without this angst. I know there is a savings when wire transferring, but that monetary savings is out the window and replaced anxiety when something like this happens. Regarding the stated return policies, the other posters are correct. But I am sensing that the issue was fueled by the fact that you were not receiving anything in writing, recognizing the return or anything stating that your refund was on the way and it fed into your panic. Even if it is posted that they send a refund check for wire transfer purchases, it may have eased your mind if they gave indication that the refund check was in the mail. I think it was a matter of you feeling like you were in limbo. I don't think verbal, "it will be taken care of" was helping the situation.

You obviously have agency over whether you will do business with them again. However, I wonder if you did decide on another purchase, if the fact that you were forced to go so far as to contact the CEO to get a sense of when you were going to be getting your money back (whether it was mailed check or not) could possibly translate to getting another (even if nominal) "one time good faith/inconvenience" discount in addition to the 3%.

Yes that would have been nice and I probably would have started shopping again via CC but unfortunately they offered me nothing extra

 

[yssie]

I think I was pushed over the edge when the customer service person was so rude and then hung up on me twice not even remotely trying to help me. Oh well…It’s all done and over now luckily.

I hope Ritani takes the initiative to institute more/better customer service representative training.