simplysplendid said:
callire said:
simplysplendid said:
Hi Callire,
After seeing your recommendation for freshwater pearls, I purchased a strand of 9mm gem quality pearls at the pearl outlet last month and was very happy with it. This month I purchased a custom order of 28" of 8mm and was pleased with it too.
I also purchased the USD640 strand of Tahitian baroque pearl from thepearloutlet.com. However, I believe that they might have shipped me the wrong strand. There were 34 pearls that ranges from 10mm to 11.9mm according to the website picture. However, the strand I received has 37 pearls and some of the pearls were less than 10mm. I tried comparing pearl by pearl between my strand and the picture and none of them matched. I am so disappointed. I have emailed them and I wonder what they will say. I have also paid 7% taxes on this incorrect strand which I have been charged USD640 less 10% discount on.
Do you know of anyone with the experience of being shipped the wrong thing, especially baroque pearl strands? Do people check their goods against the picture like I did? I am trying to post this experience on the pearl-guide.com forum to hear what the others have to say but my registration is pending activation, so I can't do that. Would love to hear your thoughts on this.
Thank you!
Kind Regards,
Serene
If the number of pearls doesn't match from the description, then it's definitely their fault. If it's from the photo, it's generally harder to determine the number of pearls because companies often photograph the pearls before they're strung, so it's easier for pearls to be "hidden" in photographs (off topic, but we have a guessing game at TPG where we had to guess the number of pearls in a photograph of a pile of about 250 pearls. It was wicked hard).
Sidenote: Wrote that before I went to check out the way TPO photographed it. Kojimapearl, for example, often doesn't photograph the complete strand. If the number is off, then that's not good at all.
It is very difficult to photograph pearls. I mean, it's really difficult to capture color/orient for online photos. BUT, if NONE of the pearls look like the photo, then again, it's definitely their fault.
Mistakes do happen. I'd absolutely
call them and tell them your complaints. Photographic evidence (measurements of the pearls) should help too. Tell them that they need to make it right and keep me posted. I don't want to recommend them if they have bad customer service, I've never heard of something like this happening on TPG.
BTW- can I post this in the "education" thread? I think it might be helpful.
Hi,
Please feel free to post this anywhere so that buyers will learn that they need to double check the strand. TPO reverted to me to say they have shipped my $640 strand to someone who purchased the $355 strand, and they have shipped the $355 strand to me! The $640 strand was already given as a gift so it cannot be returned, lucky lady who received my strand of pearls!
So they are suggesting to me that if I choose to keep the $355 strand, they will refund me the difference in terms of gift certificates. I am still deciding whether to push for a refund into my credit card or to accept the certificate. I have asked them to clarify if there is any restriction on the use of the certificate.
At least they acknowlege their mistake, so I am quite relieved. Thank you Callire for your thoughts on this. You are definitely a resident pearl expert.
By the way, any ideas when the mother's day promotions will start? I saw a thread you posted on Pearl-Guide.com and I just couldn't wait.
cheers,
Serene
I don't know, but I'm guessing May 1st? It really depends on the store.
IMO: I would be really upset/annoyed about this! Honestly, here's what I'd do: Say that you're very upset about not receiving your strand, and I'd
insist that they replace the strand you bought with a comparable (IF NOT BETTER) one (ie, a minimum of 10mm, etc etc).
You can also threaten to file a credit card chargeback... Seriously, I'm sure they'd be willing to work with you until you found the perfect strand instead of having to refund you or get a cc chargeback... I'd keep pushing until you found whatever strand you wanted, because you'll likely be offered a strand of a higher value (ie, they might show you a strand that they would normally price at $700 and they'd just knock off the extra $50, you know?). Talk about all the shipping costs you've already paid, plus taxes, plus the horrible surprise of getting the wrong strand, and then say something like "I don't think it's unreasonable to want a strand that's as good as, if not better than, the strand that I fell in love with."
Don't keep the strand if you're not happy about it, and if you want a return, insist on it. This is clearly their fault.
Generally, though, TPO is pretty good about customer service, so this should be interesting.
If you go back a few pages, you can see a photo that I used to show orient. It's a completely white pearl, but strong rose overtones. The overtones help the whiteness compliment your skin tone. Kind of like those millions of shades of white that they have in the paint-chip books (this white is a little beige, this one is a little grey-white, etc). Silver is the truest white of all the overtones, so if that's a concern, go for that.
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