I did not see a forum designated for testimonials, so I only hope I am putting this in the right place.
I have had nothing but trouble with Mondera.com and I wanted to post a short testimonial here so people could know of my experience.
Back in December, I picked out a pair of Tahitian pearl earrings for a Christmas gift. They were $220 normally, but I had a promotional code for 10% off, bringing the price down to $198. Shipping was free. Upon receiving the earrings, I was not happy with their quality. Instead, I bought a different pair of Tahitian pearl drop earrings from overstock.com (of all places!) that pleased me more. So I made arrangements to return the earrings to Mondera.
A Mondera customer service associate gave me an RMA and told me to insure the earrings for their full retail value - which was $220, so I did. I sent them via insured USPS Priority mail; when I still hadn't heard from them 2 weeks later, I called to check on the status of my return. They informed me that the package had been tampered with and the earrings were not in it when they received it. They said they would initiate the claims process with USPS - and that *they* had to be the one to do it - that I couldn't (a lie, as I later discovered). They warned me it could take 4-6 months to get my money back.
Months pass and finally, on one of my calls to check on the status of the claim, they told me it had finally been processed and they would credit my credit card within the hour - but it might take 2 days to post. (I wondered when they would have contacted me had I not called to check!) Two weeks went by with no credit, so I called to complain, and finally, my card was credited. Only problem - I received a credit of $198, not $220 even though _I_ was the one who purchased the insurance for $220.
I called back to ask why they were keeping the extra $22 when it technically should have been mine. The person I talked to was dismissive and had no power to really answer, so I escalated it to his manager, who was outright rude. I calmly explained the issue as I saw it - that Mondera was taking a cut of the money the post office had paid them, when they should have given the full amount to me. He insisted he didn't see the problem at all. I explained again "I am sitting here with no earrings, it took 5 months to see any money at all, I bought the insurance for the package, and yet you guys are profitting on my bad luck." He responded "Well I am sorry that you see it that way." and refused to do anything about it, or even admit I had a point. His rudeness was uncalled for.
The issue isn't really with the $22 at all. It's the principle of the matter - there was no need for rudeness, and what if I had paid $5000 for a diamond that retailed at 6k, returned it with insurance for the full amount LIKE THEY TOLD ME TO, and then they pocketed the extra $1000?
As a result of this mess, I am now considering my options - such as contacting the NY attorney general's office, the Better Business Bureau, and the USPS Claims Dept.
I have had nothing but trouble with Mondera.com and I wanted to post a short testimonial here so people could know of my experience.
Back in December, I picked out a pair of Tahitian pearl earrings for a Christmas gift. They were $220 normally, but I had a promotional code for 10% off, bringing the price down to $198. Shipping was free. Upon receiving the earrings, I was not happy with their quality. Instead, I bought a different pair of Tahitian pearl drop earrings from overstock.com (of all places!) that pleased me more. So I made arrangements to return the earrings to Mondera.
A Mondera customer service associate gave me an RMA and told me to insure the earrings for their full retail value - which was $220, so I did. I sent them via insured USPS Priority mail; when I still hadn't heard from them 2 weeks later, I called to check on the status of my return. They informed me that the package had been tampered with and the earrings were not in it when they received it. They said they would initiate the claims process with USPS - and that *they* had to be the one to do it - that I couldn't (a lie, as I later discovered). They warned me it could take 4-6 months to get my money back.
Months pass and finally, on one of my calls to check on the status of the claim, they told me it had finally been processed and they would credit my credit card within the hour - but it might take 2 days to post. (I wondered when they would have contacted me had I not called to check!) Two weeks went by with no credit, so I called to complain, and finally, my card was credited. Only problem - I received a credit of $198, not $220 even though _I_ was the one who purchased the insurance for $220.
I called back to ask why they were keeping the extra $22 when it technically should have been mine. The person I talked to was dismissive and had no power to really answer, so I escalated it to his manager, who was outright rude. I calmly explained the issue as I saw it - that Mondera was taking a cut of the money the post office had paid them, when they should have given the full amount to me. He insisted he didn't see the problem at all. I explained again "I am sitting here with no earrings, it took 5 months to see any money at all, I bought the insurance for the package, and yet you guys are profitting on my bad luck." He responded "Well I am sorry that you see it that way." and refused to do anything about it, or even admit I had a point. His rudeness was uncalled for.
The issue isn't really with the $22 at all. It's the principle of the matter - there was no need for rudeness, and what if I had paid $5000 for a diamond that retailed at 6k, returned it with insurance for the full amount LIKE THEY TOLD ME TO, and then they pocketed the extra $1000?
As a result of this mess, I am now considering my options - such as contacting the NY attorney general's office, the Better Business Bureau, and the USPS Claims Dept.
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