ItsHot.com

It is very clearly stated in the listing that this is a custom diamond Rolex watch which is pre-owned (meaning not new), so there cannot be any confusion at allThe watch is an authentic Rolex watch (which was confirmed by Rolex dealers) with the parts where diamonds are set being customThere were quite a few emails going back and forth and after reviewing them you will see that the statement client is making she was only offered to exchange the watch for a newer model which costs more is not trueThe representative corresponding with the client was professional and polite, he did agree that is obviously not right that the watch is not keeping time and did inform the client since there is still a problem with the watch we will replace the watch and will fully cover the shipping as well, there will be absolutely no charges and the warranty on the replacement watch would start from the day the replacement will be received, and yes, he also offered a newer model which would be more reliable since it’s a newer watch but would cost moreSo it was never a problem to replace the watch as client states, you can see it in the emails, it should and will be replaced at no costWe can provide the email correspondence if needed

We do not sell used productsCustomer was sent new ringsCustomer did contact us after receiving the order saying there was something wrong with the rings and we provided him with a prepaid shipping label to ship the rings back right away for us to inspect themBut customer said he is considering keeping the rings and disappearedThen several weeks later he decided to ship the rings backThe problem is he removed the jewelry tag and wore the rings, probably for a special occasion and now is trying to return them.Customer was asked straight up questions to which he is not responding (we tried to contact him several times):Did you receive the rings in the same condition you are trying to return them in? (the answer is an obvious no, hence he is not responding to this question)If there was anything wrong with the rings why did you remove the jewelry tag? (all our items come with jewelry tags)If there was anything wrong with the rings why did you wear them or even considered keeping them?We never received responses to these questionsAgain: we do not sell used jewelry, customer did not receive used rings, he wore them with a partner for a special occasion and now trying to return themSince we clearly state that we only accept for return items in the same condition in which they were sent, this order is not eligible for returnWe have email communication with the customer to prove the above statements

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Due to my experience with the Rolex watch itshot.com sold me, I do not want to exchange the watchAs I stated in previous emails to the business, I want to return the watch and I ask for a full refundSo far itshot.com's representatives have denied my request
If itshot.com provides me with the shipping label and a full refund I will return the watch.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by ItsHot.com regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
This attachment is a picture of the damaged item sent to me by ItsHot on June **, I have not received my
refund and ItsHot has there item which was returned within there day policy
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I did receive my refund from ***, this issue has been resolved.
Sincerely,
*** ***

The customer was sent brand new items, which customer did confirmThere is also email exchange where customer says he is thinking about keeping the items and acknowledgment that he did remove the tag and wear the rings.The issue is being handled right now

Revdex.com:
I
have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Here are the emails that show where the ring was supposed to goI asked for a tracking number after I though it was taking a long time to get.The tracking number was from *** **! NOT ***!??? This was my wedding ring! : ( ***
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by ItsHot.com regarding complaint ID [redacted].Sincerely,[redacted]

It is very clearly stated in the listing that this is a custom diamond Rolex watch which is pre-owned (meaning not new), so there cannot be any confusion at all. The watch is an authentic Rolex watch (which was confirmed by Rolex dealers) with the parts where diamonds are set being custom. There...

were quite a few emails going back and forth and after reviewing them you will see that the statement client is making  she was only offered to exchange the watch for a newer model which costs more is not true. The representative corresponding with the client was professional and polite, he did agree that is obviously not right that the watch is not keeping time and did inform the client since there is still a problem with the watch we will replace the watch and will fully cover the shipping as well, there will be absolutely no charges and the warranty on the replacement watch would start from the day the replacement will be received, and yes, he also offered a newer model which would be more reliable since it’s a newer watch but would cost more. So it was never a problem to replace the watch as client states, you can see it in the emails, it should and will be replaced at no cost. We can provide the email correspondence if needed.

We do not sell used products. Customer was sent new rings. Customer did contact us after receiving the order saying there was something wrong with the rings and we provided him with a prepaid shipping label to ship the rings back right away for us to inspect them. But customer said he is considering keeping the rings and disappeared. Then several weeks later he decided to ship the rings back. The problem is he removed the jewelry tag and wore the rings, probably for a special occasion and now is trying to return them.Customer was asked straight up 3 questions to which he is not responding (we tried to contact him several times):Did you receive the rings in the same condition you are trying to return them in? (the answer is an obvious no, hence he is not responding to this question)If there was anything wrong with the rings why did you remove the jewelry tag? (all our items come with jewelry tags)If there was anything wrong with the rings why did you wear them or even considered keeping them?We never received responses to these questions. Again: we do not sell used jewelry, customer did not receive used rings, he wore them with a partner for a special occasion and now trying to return them. Since we clearly state that we only accept for return items in the same condition in which they were sent, this order is not eligible for return. We have email communication with the customer to prove the above statements.

Not sure why the customer is not receiving the emails from us. We are working with [redacted] for them to pick up the ring and deliver to the correct address. A tracking number for pick up [redacted] was issued by [redacted] so we are awaiting for them to pick up the package.

Review: I purchased my husband's wedding ring from It'shot.com in April 2014. I paid extra to have the ring shipped overnight. I was notified that the ring was back-ordered, but was guaranteed that I would have the ring before the ring. I continued to call in for status updates, but was always met with rude and improper customer service. I ended up receiving the ring the day before the wedding on June **, 2014. Once the ring arrived, there was noticeable damage to the ring. One diamond was brown in tint. My husband and I contacted the company and sent the ring in after providing them pictures. When the ring was returned to us, numerous diamonds had been replaced with different diamonds. The new diamonds were grey. We immediately contacted the company again and sent in more pictures. The company requested that we bring the ring in for further repairs and would not accept my request to keep the ring and refund my money. The company took the ring back and never refunded me the money, repaired the ring or returned the ring. I still do not have the money back or the ring, but because I purchased the ring using Bill Me Later, I am stuck paying for a ring I no longer even have in my possession. I have disputed it with Bill Me Later, but because of the dates am having a hard time disputing the charges.Desired Settlement: For It'sHot.com to refund the money for the ring that they continue to have in their possession.

Business

Response:

The ring was repaired, only one diamond was set, no other diamonds were touched. Customer was contacted to pick up the ring but never did, claiming we took out other diamonds and replaced them with lower quality ones. This ring has tiny diamonds, the claim of the customer that the diamonds were replaced on the ring is absurd. First of all we would never replace diamonds for lower quality diamonds, second these are very small diamonds and cost a lot less than the work to take them out and replace, there is absolutely no reason for anybody to do it (the best quality diamonds of this size cost under $3 per diamond, the work to take out an original diamond and put a diamond of lower quality will cost more than $4 without consideration of the cost of lower quality diamond that would have to be set to replace the original diamond).

The ring is available to be picked up Mon-Fri 11am-7pm EST, or customer can contact us and we can ship the ring.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The complaint has not been resolved because the business has not given a valid response as to how or why the ring was damaged and/or not repaired properly or refunded. The business has not only turned what was supposed to be our joyous event into a prolonged nightmare to which we still do not have a ring, but they continue to make excuses as to why their merchandise continues to be flawed and unfixed. In addition to the fact that they have refused to replace or refund us for the ring, the customer service from the

business has been unprofessional, untrustworthy and condescending to say the least.

Unlike the business we support our claims with facts in the form of pictures of the ring(s) showing how unsatisfactory the product was. In attachment 1 (also known as Ring #1) you will notice there is one diamond that stands out as dark or flawed. In attachment 2 (also known as Ring #2) you can EASILY see that there are now more diamonds that are flawed. In fact there is a complete section that is flawed that was not shown or visible in attachment 1. Anyone can notice that there is a significant change is stones between both rings. It

can also easily be determined that these rings are not up to standard with any quality the business would have stated in their description.

To be more specific about how we have been mistreated, let's visit the indisputable details about our transaction:

A. We ordered the the ring on April [redacted], 6 weeks before our wedding. Although, we paid for express shipping, Ring #1 did not arrive in our possession until June [redacted], the day before the wedding, only after we had to call and threaten to cancel the order. Until this time we were misled several times via email and phone calls stating that the ring would be delivered many weeks before which obviously never happen.

B. Upon receiving Ring #1 we immediately notified a representative stating our discontent with the product and returned the ring back to the business after we landed from our honeymoon a week after our conversation.

C. After claiming Ring #1 was fixed the business then decided they wanted us to pay for the return shipping for their flawed merchandise, but this was after we had already paid to ship the ring to them which was done out of good faith as a customer. This was frankly the most insane request imaginable.

D. Upon receiving Ring #2 we then noticed new flaws which were actually more complex than the initial fix. We then notified a representative asking them to fix this ring expecting it to be done quickly and without hesitation being that we've had too many problems with their product(s) already.

E. The husband then visited the business' store front office in Manhattan only to be confronted by a representative who challenged his dignity and character with irrelevant theories often questioning his truthfulness and motives. At the end of the discussion the representative stated the ring WOULD be repaired or refunded based on a final decision made by her boss.

F. A representative contacted the husband only to say the ring will NOT be repaired nor replaced and there was nothing he or anyone else would do to rectify the situation.

E. To our knowledge the business has not repaired or replaced the flawed product and still still retains possession of the ring(s).

Now, what we will not do is entertain any theories from the business as to why they would or would not replace diamonds and whatever cost to them. Instead we will deal with facts and the facts are that Ring #1 and Ring #2 were/are flawed products which we will not pay for nor accept as satisfactory merchandise. We, as the paying customer, have the right to reject any product we deem as not satisfactory, regardless of price, if we believe the product is not up to standards with what we expected from the item description or picture listed by the business. If we, as the paying customer, pay for a product we expect the product at least be wearable and not noticeable flawed upon receipt. We are in full understanding that the merchandise we paid for is not of the best quality but all we ask is that it is not flawed with dark diamonds and that our concerns are not met with such negativity, insult and disregard.

What is absurd is the fact that the business has had the wedding ring(s) longer than we have had it in our possession and still expect payment.

What is absurd is the way we have been misled, mistreated and challenged.

What is absurd is that the business would attempt to support their claim with useless excuses of how much repairing the ring would cost as if that would rationalize the fact that the ring(s) are unsatisfactory, as shown in the attachments above.

What is absurd is that the business would question our motives and think that we have the time or patience to deal with this issue especially since it has permanently scarred our wedding memories.

What is absurd is that they continue to prolong this ordeal when it could have been easily resolved months ago with a simple refund or quality repair.

As a business, Itshot.com has been the epitome of a classless organization looking to capitalize off their customers. We only hope this situation will be resolved either amicably or legally, whichever they prefer. Either way we will no longer tolerate the disrespect we have been shown by the business and are prepared to take whatever steps necessary to settle this situation in or our of court. If the business would like to discuss a refund and apologize we can be reached EVERYDAY at ###-###-####.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We are very confused as to what the business is trying to achieve. Not only have they soured the memory of our wedding but they continue to rationalize their incompetence with foolish theories. We have proven that their product was flawed, not once but twice, and that their value of customer service is nonexistent repeatedly.

For the record, if the business had read our last correspondence thoroughly, which included pictures of their flawed ring(s), the pictures of ring #1 were taken BEFORE the first "so-called" repair which we emailed to the business prior to us sending it back to them. These excuses are completely false and simply a ploy to avoid the inevitable...admitting there are completely WRONG! Additionally, the pictures of ring #2 were taken BEFORE we sent that ring back as well. In fact we never had the ring in our possession to take pictures of ring #2 after they claimed there was not a problem with it (clearly a lie) and it would not be fixed or replaced.

As far as what they sell or do not sell, that is not of our concern. All we ask as that they finally admit to their wrong doing and move on. We no longer wish to do business with this company and will gladly inform everyone we can that their company is a sham built on lies, bad ethics and faulty jewelry as long as they continue to drag out this process.

Lastly, the fact that this business has insinuated that we have either taken out a diamond or lost a diamond prior to us sending the ring to them is totally preposterous. Obviously this new found accusation is 100% bogus being that it is has just become an issue when they have had the ring in their possession multiple times, even now, and over several months without it every being mentioned previously.

We are not thieves or scammers nor do we have the time to continue going back and forth with them about this situation. As they continue to blame bad lighting and vanishing diamonds for the cause of these issues we would like to move forward with our lives and move on from this ridiculous ordeal. We would like the business to accept FULL responsibility and refrain from attacking our character as we will never allow ourselves to be slandered. Unfortunately, we believe the business we continue to waste all of our time and prolong this process for all parties involved. Hopefully the Revdex.com will see through their shenanigans and disregard any further lies from the business. In summation, we have been very patient with the business. We have tried to work out our issues with them and their flawed jewelry several times only to be met with disrespect and this must end now!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have reviewed this case closely. Although I certainly do agree we should have handled it better (and the issue was raised and management is looking into this incident) the client has not been correct as well. A statement for example client made by [redacted]client): “A. [redacted] “ Is not true. We never misled the customer, below is the email which went out to the customer on April [redacted] CLEARLY notifying the customer that it will take 4-6 weeks to get them the item where she agreed to wait, see below: On Apr **, 2014, at 1:51 PM, ItsHot.com Sales <[redacted]> wrote: Dear [redacted], Thank you for shopping at ItsHot.com! We are sorry but the item you selected # [redacted] is currently out of stock in white gold and only available in yellow gold, it will take about 4-6 weeks to get it for you in white gold. Please let us know if you are able to wait that long. If you are not able to wait please take a look below at similar items we do have in stock and available for immediate shipment: Item code: [redacted] in white gold. [redacted] If you have any questions please don't hesitate to contact me directly (my contact information is below) or call us toll-free in US: ###-###-####, ###-###-#### outside US Mon-Fri 10am-9pm Eastern Time. Best regards, ------------------------------------------------------------- As you can see on April [redacted] customer was notified about 4-6 weeks delivery time, she received the item as she is saying herself on June [redacted], which is just under 6 weeks from April [redacted] (which is within 4-6 weeks delivery time we originally promised and customer agreed to). Now I see there were several emails with her asking the status about her order and we tried to get it earlier but since this ring is done in our abroad factory when the shipment with all the items was sent to us it was delayed at customs, and that what we told the customer. NEVER misleading her and STILL getting the item within 4-6 weeks which we originally promised and customer agreed to. Regarding the images and the ring: we reviewed the images you supplied and I am asking Revdex.com to review them as well: every single image there has more than one particular diamond that look darker than some and in every image these are different diamonds, again, it depends under what light condition and angle the picture was taken. Customer claimed in her correspondence to us that we changed the diamonds in the ring but as we explained: it makes no sense for us whatsoever to take out those small diamonds and set there new, lower quality diamonds as the labor to take out the diamonds and to set new diamonds is MUCH more than any profit anybody can gain by putting lower quality diamonds in there (another reason it really makes no sense as it is our own ring, we made it, why would we first make it with better diamonds and then substituted lower quality diamonds?). Later customer is saying that it’s a different ring, but its not, it’s the same, original ring (we didn’t have any more of these rings in stock, so even if we wanted to send a new ring, we couldn’t) Nerveless as we reviewed the case as I mentioned above it should have been handled better, the management will be reviewing it closely and talking to representatives involved. The issue is closed right now: the client did receive full refund on October [redacted], 2014 as she was requesting.

Review: I ordered a watch and received the wrong item. It was not even close to what I ordered. After contacting customer service, I experienced repeated delays and received numerous excuses. The company wanted me to pay more money to insure the incorrect item and ship it back to them. The whole experience felt like a bait and switch scam. After I made it clear that I would not be out of pocket any more money and after more delays, the company finally sent me a prepaid return label. I promptly send the item back to them and tracked the package arrival. When it arrived I didn't receive a message from customer service until I emailed them and told them that the package had arrived at their facility. I was told the correct item will be shipped to me immediately and the would provide a tracking number when it shipped. The next day, they still hadn't contacted me with a tracking number so once again I had to contact customer service to request the tracking number. I received more excuses on why they still had not shipped the item I paid for. The day after that I contacted them again requesting the tracking number. [redacted] at customer service told me that it would ship out the following day with the shipping department opened. The next day I still did not receive a tracking number. I email [redacted] at customer service to just cancel the order and refund my money. The response I received was that the item had already shipped and finally he provided a tracking number. I requested the refund before the item was shipped.Desired Settlement: After many delays and excuses, I requested a refund before they shipped the watch. I don't care if they finally shipped it when it was convenient for them. I want a full refund; no excuses no delays; just an immediate refund.

Business

Response:

Hello,

we received the watch which had to be exchanged on Sept [redacted], it was processed on Sept [redacted] and new watch prepared to be shipped the same day.

Since customer has APO address it was not picked up in the evening on Sept [redacted] by [redacted] but was picked up the following morning by [redacted] service ([redacted] picks up packages in the morning, and it is not possible to ship to APO with [redacted] hence the confusion by the representative who informed the customer that package will be shipped on Sept [redacted]), there were no lies told to the customer, the package was ready to be shipped on Sept [redacted].

The package was picked up by the next available [redacted] pick up service which was in the morning on Sept [redacted] before customer sent the message to cancel the order, the message came later on the same day. Sorry, but it is not possible to recall the package with [redacted] once it was picked up.

We understand the frustration it has caused and sorry about it, but again, once the package is shipped with [redacted] service it is not possible to recall or stop it. We issued a partial refund in the amount $45 for the inconvenience caused.

Again sorry for the trouble but it is not possible to stop the package once it was shipped.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I

didn’t say that anyone lied. I said that I experienced repeated delays and

received numerous excuses from the time I initially received the wrong item

until the correct item was shipped, not just from the time the correct (I don’t

know yet, because I still haven’t received it) item was shipped. Please send me

a pre-paid return authorization as I will be returning the item for a full

refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Sorry, what is the question?

Customer originally requested to exchange the watch, we shipped the exchange watch, after the watch was shipped customer contacted us asking to cancel the order but it was too late to cancel, the order was shipped. Customer can contact us and request return authorization number, after we receive the watch back we will issue a full refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This course of action is not acceptable.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered an item on 12/**/13, and because it took so long to be delivered I wanted a full refund. I spoke with several customer service reps, who said I would receive a %100 refund on the item since it has not been shipped. I have all paper trail (emails) that reference this, The company also issued me a statement through my email 1/[redacted]/14, stating they have fully cancelled the order, and I will receive my refund with in a few business days. The same day 1/**/14, the company send me this cancellation confirmation email, they SHIPPED the product anyway, and I didn't accept it because of what was previously discussed on several different occasions, of me receiving my full refund.Desired Settlement: All I want is money back. Unhappy customer.

Business

Response:

Sorry, the item was shipped from the warehouse and actually picked up by the shipping company, although we sent the cancellation it was too late for them to cancel the pickup. Right now the order is out, as soon as the shipping company delivers the order back to us the full refund will be issued. Refund can not be issued while the order is out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business did this on purpose, just so I would have to wait 3 weeks for them to determine if I can get my refund back. My refund should have been issued, per the business email response, 1/[redacted]/14. I am not satisfied and feel as if they did this on purpose. I should not have to wait for 3 weeks. As the customer, this was not my fault, and solely the business. I do not want to wait for my refund, when I have not received the item by signature, in which it was suppose to not be shipped. I want my refund as of yesterday, as I do not have the merchandise.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a bridal set from ItsHot. Upon receiving the item from [redacted] I was on the phone with ItsHot asking when should I receive the item. I then told ItsHot on the phone that I just received the item. This was on June **, 2015. After opening my item it had diamonds missing, it was bent & in used conditions. I contacted ItsHot about the conditions of the item and was told to send it back for repair. Ive sent several messages to ItsHot by email and also pictures of the item upon arrival (June **). The item was returned in 30 days July **, 2015). ItsHot will not offer my refund which is what I want. ItsHot is telling me I can receive store credit for the purchase or they will just send the set back to me as is. All I want is my refund because the set was sent to me in used conditions and I have the emails stating that on June ** and the pictures.Desired Settlement: Do not ship used items to a customer especially when the customer spends almost $1000.00 with the business. Being that the business knew the set was damaged upon sending the item, the new customer should receive a discount or refund within the 30 day policy.

Consumer

Response:

At this time, I have been contacted directly by ItsHot.com regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

This attachment is a picture of the damaged item sent to me by ItsHot on June **, 2015. I have not received my refund and ItsHot has there item which was returned within there 30 day policy.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We do not sell used products. Customer was sent new rings. Customer did contact us after receiving the order saying there was something wrong with the rings and we provided him with a prepaid shipping label to ship the rings back right away for us to inspect them. But customer said he is considering keeping the rings and disappeared. Then several weeks later he decided to ship the rings back. The problem is he removed the jewelry tag and wore the rings, probably for a special occasion and now is trying to return them.Customer was asked straight up 3 questions to which he is not responding (we tried to contact him several times):Did you receive the rings in the same condition you are trying to return them in? (the answer is an obvious no, hence he is not responding to this question)If there was anything wrong with the rings why did you remove the jewelry tag? (all our items come with jewelry tags)If there was anything wrong with the rings why did you wear them or even considered keeping them?We never received responses to these questions. Again: we do not sell used jewelry, customer did not receive used rings, he wore them with a partner for a special occasion and now trying to return them. Since we clearly state that we only accept for return items in the same condition in which they were sent, this order is not eligible for return. We have email communication with the customer to prove the above statements.

Business

Response:

The customer was sent brand new items, which customer did confirm. There is also email exchange where customer says he is thinking about keeping the items and acknowledgment that he did remove the tag and wear the rings.The issue is being handled right now.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I did receive my refund from [redacted], this issue has been resolved.

Sincerely,

Review: I ordered my engagement ring set (Round and Princess Cut Large Diamond Engagement Ring Set 4ct 14K Gold White_8) from this establishment on 6/**/15 for $5500. After almost 3 weeks I received my purchase on 7/**/15 and immediately discovered there were loose diamonds on the engagement ring throughout the invisible setting. I contacted (It'shot.com) immediately to express my dissatisfaction and have the issue resolved as quickly as possible. The young lady I spoke with was extremely rude and unprofessional. After countless phone calls and email correspondence she finally sent a Return Authorization as well as shipping label so that I may return the items. I mailed off the items, at my own expense, via Priority Mail Overnight to the company the following day 7/**/15. The items were delivered as schedule on 7/**/15. Upon receiving the rings a young woman contacted me to apologize for the inconvenience and assured all would be taken care of within a week. Once again after countless calls and emails as well as numerous changes in the completion date. I was finally notified on 09/**/15 the rings had been fixed and inspected thoroughly to ensure my satisfaction and were shipping out the following day via [redacted] 2 shipping. I did not receive the shipment until 9/**/15. Upon receiving the rings I was leery of the quality of work performed due to all the issues I had in such a short time frame, so I immediately made an appointment to have the rings inspected by [redacted] where I have made several purchases in the past. Due to my fiance's and I schedule, I was unable to get an appointment conducive for both us until 10/**/15. Upon inspection as I suspected once again the craftsmanship was extremely poor and once again the diamonds throughout the invisible setting were loose one almost on verge of coming out. At this point I was completely livid. I haven't had these rings in my possession at this point no more than 25 consecutive days. I immediately contacted the company (It'shot) although I knew I wouldn't be able to reach anyone until Monday because they are closed on the weekends. In addition I sent over two emails to the Jennifer Moreno, the representative I had previously spoken with, expressing my utter disappointment yet again. On Monday 10/**/15 when I was able to finally speak with Jennifer, she was very rude and unsympathetic stating that due to me having the rings customized (Sized for my Fiance) it is company policy not to give refunds. As you might imagine I was completely bewildered by this since I ordered the rings first, with intent to keep it; secondly, under the impression that I was dealing with a reputable and upstanding company and purchasing a quality product in which they would "stand behind". On the company's website it advertises 30-day returns; however the company is now stating that this policy does not apply . I would simply like to receive a full refund for a product I believe was knowingly sold under malicious pretenses. I as a consumer should not have to be subject to such egregious business practices being displayed by Itshot.com.Desired Settlement: I would simply like to receive a full refund for a product I believe was knowingly sold under malicious pretenses. I as a consumer should not have to be subject to such egregious business practices being displayed by Itshot.com.

Consumer

Response:

At this time, I have not been contacted by ItsHot.com regarding complaint ID [redacted].Sincerely,[redacted]

Review: I ordered a Rolex Datejust Watch from itshot.com in August. The watch did not keep time and the crown came off so I sent it back for repair. After three weeks the watch came back and still does not keep time. I went to three authorized Rolex dealers with certified Rolex watch repair service and all three told me the movement in the watch is so old that even Rolex does not carry replacement parts and that the watch is not a genuine Rolex watch. I informed itshot.com that I want to return the watch and asked for a full refund since this watch is non functional and non reparable. After first telling me they could exchange it for a newer watch which would cost more and me not accepting their offer, they have been unresponsive. I want to return this watch and request a full refund of $5,425. Can you help? This business is fraudulent and misleading their customers. They do state pre owned but nowhere does it say the watch movement is 20+ years old and not functional.Desired Settlement: Itshot.com sold me an outdated, non functioning watch which has been deemed unrepairable by three Rolex watch dealers and watchmakers in the Chicago area. I would like a full refund after itshot failed to repair or replace the watch on their previous repair attempt. They have been unresponsive to emails after I asked for a full refund.

Business

Response:

It is very clearly stated in the listing that this is a custom diamond Rolex watch which is pre-owned (meaning not new), so there cannot be any confusion at all. The watch is an authentic Rolex watch (which was confirmed by Rolex dealers) with the parts where diamonds are set being custom. There were quite a few emails going back and forth and after reviewing them you will see that the statement client is making she was only offered to exchange the watch for a newer model which costs more is not true. The representative corresponding with the client was professional and polite, he did agree that is obviously not right that the watch is not keeping time and did inform the client since there is still a problem with the watch we will replace the watch and will fully cover the shipping as well, there will be absolutely no charges and the warranty on the replacement watch would start from the day the replacement will be received, and yes, he also offered a newer model which would be more reliable since it’s a newer watch but would cost more. So it was never a problem to replace the watch as client states, you can see it in the emails, it should and will be replaced at no cost. We can provide the email correspondence if needed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Due to my experience with the Rolex watch itshot.com sold me, I do not want to exchange the watch. As I stated in previous emails to the business, I want to return the watch and I ask for a full refund. So far itshot.com's representatives have denied my request.

If itshot.com provides me with the shipping label and a full refund I will return the watch.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a "diamond" eternity ring for my wife as an anniversary present. Unfortunately when I received the ring, it did not match her wedding band and the ring was too small and did not fit. I called 'It's Hot' and spoke with [redacted] initially who was "unable to help me," so I requested to speak with her manager. I was then transferred to another employee whom refused to disclose her name and forwarded me to a voice-mail. I called multiple times to request a refund and was continually transferred to different employees, each telling me the same thing - that they would not return the ring for a refund. No employee disclosed their names except [redacted], on my initial call. I asked to speak to the manager and then that manager's manager when I was told they were not available. I find it highly unlikely that a manager was unavailable on a Monday afternoon at 3 pm. I was offered again to leave a voice-mail for the manager and promised a return call the next day, Tuesday, October *, 2013. I never received that call, so I again called 'It's Hot' and was transferred multiple times and was unbelievably hung up on at least twice during these phone calls. I repeatedly called back and was told that they were"disconnecting the call." This is scam artists at their best. I'm having the ring appraised as I suspect it is cubic zirconium's and not real diamonds, per other complaints regarding this same company. If this is found to be true, this is clearly fraud. I would like to return the ring and receive a full refund.Desired Settlement: I would like a FULL refund for the price off the purchased ring. I do not want to be charged a shipping or restocking fee.

Business

Response:

It is clearly stated in our return policy that all items must be returned in original condition with jewelry tags attached and not tempered with. The reason for it is we do not have any restocking fees, so items can be returned for any reason and before the policy was in place some customers would purchase the items, wear them for special occasions and then would return them. Hence the policy is in place and we are very clear about it. The ring can be put on with the tag, without removing it to check if it fits or not.

The representatives clearly stated the situation to you: once the tag is removed the item is no longer eligible for the return, there is no point to spend anymore time, nor yours nor the representatives.

Regarding claim that the diamonds are CZs this is really absurd and you should have it sent to gemological laboratory for them to independently examine it, prior to making such absurd allegations. So please hold with such allegations until you actually receive the appraisal report. We have been in business for over 8 years and have thousands of satisfied customers, if we'd be selling czs claiming them to be real diamonds we'd be long out of business as it is against the law to do so. Also what you are claiming is wrong and is also against the law: stating that we sold you ring with CZs instead of real diamonds without actual proof... So please do go ahead and get the appraisal report from the actual gemological laboratory.