Post # 1
I need your help what i have to do this situations.
here is script of chatting with customer service rep.
Kyounghwa Kim:I would like to know if my order is canceled.
Welcome Kyounghwa Kim! Your request has been directed to the Customer Service department. Please wait for our operator to answer your call.
You are now being connected with Customer Service.
Kristen:Hello Kyounghwa Kim:Hello.Kristen:what is your order number please ?Kyounghwa Kim:141224 is my order numberKyounghwa Kim:141225. sorryKyounghwa Kim:is it canceld?Kristen:Why was it going to be canceled ?Kyounghwa Kim:I might have to order later someday. not now.Kristen:One moment pleaseKristen:OK we will cancel it but there is going to be a 5% cancellation fee…Kyounghwa Kim:if i return it, there is no charge. right?Kyounghwa Kim:but, for cancellation, there is fee?Kristen:No there is a restocking fee …Kyounghwa Kim:As i know, the work is not started yet. there should be no cancellation fee since there is nothing you did for the ring.Kyounghwa Kim:Here is copy of email that i received this morning. then, i sent another email to cancel order.Kyounghwa Kim:
Kyounghwa Kim:Hello Kyounghwa,
We will make the change. We are currently out of stock of the 1ct round
brilliant Amoras, but we are getting more in a few days. We will notify
you as soon as your order is completed and ready to ship.
Please feel free to contact us if you have any additional questions.
On 2/4/2012 6:25 AM, Kyounghwa Kim (merry) wrote:
> From: Kyounghwa Kim (merry)
> Email: [email protected]
> I ordered 1.25carat roundcut solitair ring yesterday. But, now i want to
> change my order to 1carat Aroma ring or enhanced one. Please make a change
> and let me know what i have to do.
> MerryKyounghwa Kim:Please don’t make me mad this issue since i really want to like Moissaniteco. com. and will be a returing customer in the future for sure.Kristen:The cancellation fee is posted clearly in our return policy and we actually already started work on the original ring too, so we should be charging 5% on bothKristen:I am not authorized to waive the cancellation fee, but you are welcome to email back Chris and see if he will make an exception…
Post # 3
Why don’t you call them instead of email / online chat? A phone call can probably go much further.
However, the 5% restocking fee is their policy. You should always review the fine print before placing a really expensive order such as this. they can decide to waive the fee out of the goodness of their hearts, but if they don’t, then there is not much you can do about it. you agreed to the policy when you placed the order.
sorry. and good luck!
Post # 4
@janie-janie: Moissaniteco doesn’t have a phone number you can reach them at….that being said, I’ve always gotten quick (usually same day!) email replies. The CS reps don’t have a lot of power, so I don’t find them particularly useful.
It sounds like to me that the OP ordered a ring, then decided to make a change to it, then decided to cancel it altogether? It’s kind of confusing. At any rate, there is a return policy on the website that says what incurs a restocking fee, and what doesn’t, and cancellation fees too. Not much you can do OP…at least it’s only 5%?
Post # 5
@merrykh: i’m not sure if it really makes a difference if they started work on it or not if that is what their policy says, unfortunately
Post # 6
I don’t think there is anything you can do. They have a policy and it’s clearly stated on the website.
Post # 7
I too am a little bit confused at what is going on here, but I sort of expect restocking fees as the norm with things like this even if the custom order hasn’t been started. When you charge something on your credit card, vendors have to pay a percentage to the credit card company for a processing fee. Then, when you ask for a refund, we have to pay a SECOND processing fee to the credit card company. So keeping a tiny percentage of your original order price is a way we don’t have to lose money two times if you cancel or return a purchase. As far as I’m aware, that is the point of restocking fees – they aren’t just there to jerk you around.
That said, I think the customer service you received is not great for sure and I WISH they had a phone contact number. Online customer service is almost always crap!
Post # 8
If the customer service people are not able to resolve this for you, you may want to go post about this over on the forum at http://betterthandiamond.com/discussion/ubbthreads.php
The owners of MoissaniteCo (who go by Mike_C and Mrs Mike_C) post over there and might be able to help you.
Post # 9
Idk, I don’t see where they’re giving you bad customer service… There’s a difference between things you don’t like and bad service. She even tells you exactly who to contact about waiving the 5%. That’s pretty good service in my opinion!
Post # 10
Saying things like “Please don’t make me mad this issue since i really want to like Moissaniteco. com.” will not help either, since you are pretty much asking them to break an agreed upon contract for you.
Post # 11
As soon as you said ” don’t make me mad” I’m sure anything that they would have done to help they wouldn’t do now. That is not the way to talk to someone who is providing you a service. Besides the fact their policies are clearly stated. Sounds like you are going to have to eat the charge.
Post # 12
I know a whole LOT of bees and women on other boards have had great experience with them, so I don’t think their customer service is lacking. The woman in this text doesn’t seem rude at all, but she did state their cancellation fee which is clearly listed on their site. You can try to email someone else if there’s no contact number, but I think they’re very clear in their policy and there’s nothing else to be done. I agree with PP, saying ‘don’t make me mad’ was probably not a good idea, people will respond better and be more helpful to someone who is polite and nice…at least in my experience.