HeidiJHale Designs + Details

We’ll, it’s been 22 business days now. Very sarcastic remarks were made when I emailed them. I was told I’d get an e-mail yesterday. A SHIPPING EMAIL. We’ll see. Looking at the reviews and I’m very worried. I hope I even get the ring. The recurring automatic email reply gets me.? COVID should no longer be an issue. If I get it today I’ll remove this. Very doubtful.

I have been a customer for several years and have spent a great deal of. money on their products. My most recent order was a horrible experience. One of the necklaces came with a came that knotted on my neck after only wearing one time. It took me at least an hour to get the knots out. I emailed immediately about the issue. I had to actually email 3 or 4 different times to finally receive a response. My request was to change out the change which they agreed to do and informed me if there was a difference in price that I would have to pay the difference. I had to mail the necklace back at my expense. Once the necklace was repaired I received an invoice not only for price difference but also $7.99 shipping. I totally disagree with that and inquired on why this happened. After sending 2 emails and calling and not getting an answer, their response was that the necklace was not defective and it was treated like an exchange for which I was responsible for both the price difference and the shipping. My original order was close to $300 and now they are charging me extra for the chain and additional shipping. I will never order from them again and will also share this story and tell other not to order from them either. I guess they don't value repeat customers. Well, I will no longer be a repeat customer. You have definitely lost a good customer. Shame on you.

Disappointed in Virginia

Thank you for contacting us regarding Ms***, I had sent this email before and I assume that you did't get it since we received a second notice If I don't hear from you today, I'll call to make sure you received it Here is the previous email: We want to insure that
every customer is happy with their experience Ms*** placed her order on November 30th The complaint states she placed her order but I'm sure that is just a typo on her part I know she didn't mean to put that date She received her jewelry on December 22, I had email correspondence and text messages from my personal number to help Ms*** track her package From October 1st to December 1st, we received over 10,orders which is times the amount we received last year during the same time We explained in the initial email confirmation to customers that the process, since it is a custom design (they choose what is put on their jewelry for example names), it does take to business days but unfortunately, most don't look at the "business" days Once we explain, they do understand We are taking every effort to help our customers understand how our artist studio works Unfortunately, we are in an Amazon.com world and when you are a studio of artists, it can be difficult We now have added a pop up screen to our checkout that explains each piece is handmade and how long it will take They have to "x" out of the box before they can continue with the order We have our lead times placed in numerous places on our website and confirmation email but we understand that customers don't read every single word We are also adding additional phone lines to our business so that we can answer more calls at a time We also have hired two full time employees to answer social media inquiries and emails They are also answering after hours, practically 24/because we know again in an Amazon.com world, they like to be responded to immediately I do have emails and texts that I can send copies of and the delivery confirmation that shows we did deliver Ms***'s package I also spoke to her on the phone to give her peace of mind that she would get her package before Christmas Thank you, Heidi H*** 765-896-info@heidijh***.com

Dear Ms***, I, Heidi Hale completely agree with your complaint You have every right to be upset I created the Name mandala necklace and placed it on our website September 1, Within a two month time, we sold 10,mandala necklaces and keychains.We had
no idea of the popularity this design would haveWe bought a laser engraver to help with production and it ended up causing us more issues I am explaining why we were late in delivery but this should be no concern of yours as a customer Please accept our sincerest apologies We have refunded your money Depending on your bank, it may take 2-business days to show in your account We are also sending you a brand new mandala as an apology Please do not worry about sending the incorrect necklace back. Sincerely, Heidi J Hale

Ms*** ordered a set of rings from us for Mother’s DayWe do have a long lead time on all of our orders, as we create custom, handmade pieces with local artists and do not mass produce or export any part of our designsWe disclose this to our customers on our website, even before purchaseWe
received both an email and a Facebook message from Ms*** in May stating that she had not yet received her packageOur tracking with USPS shows this was delivered on April 24th (please see attachment)When asked for clarification on what the issue was with not receiving her package when the USPS clearly marked this was delivered, she demanded a full refundOur company policy is such that we do not refund purchases on any item marked delivered for our own protection, for obvious reasonsWe do however, always make a replacement set at our own cost to expedite to the customer (also stated in attachment) and we DO accept any cancelations and issue full refunds at any point if a customer requests, providing they do not have a package marked deliveredWe have had issues with USPS losing items mid-transit (but not losing items marked as delivered) and we make all efforts to keep our customers whole and take the loss ourselves and send a replacement set expedited to the customerShe provided her phone number and Heidi personally called to discuss and further explain our policy to herAfter many, many rounds with this customer and nothing seeming to appease her, we needed to move on as a company and not continue this transactionWe made an exception to our policy and refunded Ms***’s order rather than sending the replacement that was seemingly insufficientNow, even after continuous communication from myself, our customer service rep, Heidi herself, potentially already having received the product AND being given the exception of a refund when we have documentation stating she received her product, she has still filed a complaintI would be more than happy to provide any other evidence necessary to see this complaint overturned, and would be more than happy to speak with someone personally to help provide any further clarificationWe have taken absolutely every avenue at our disposal to provide Ms*** with clear communication and providing our product as ordered and achieve a positive resolution for both parties
Again, if you would like to call me to discuss this further I would be more than happy toMy number is 727-418-***I would also be more than happy to reply to any emails if you would prefer or need that route.
I hope to hear from you soon.
Thank you for your time,
Chelsea ***
VP of Operations
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   I would like it noted, however, that after speaking with Heidi directly and explaining that my item was not received, she assured me that she would personally make my ring and ship it to me in an expedited fashion. Again, I failed to receive this item.  After an email, a voicemail, and a Facebook message in follow-up, Heidi finally called me and admitted that she had gotten busy with personal issues and had forgotten to work on my ring.  At that point, I again asked for a refund as it was early June and I had placed this order on February 23.  The refund was issued at this point and I am ok with dropping this complaint.  I surely do hope, however, that other customers do not suffer the same delays and lack of communication that I did with this vendor. It truly was a huge waste of time and effort and I'm sincerely disappointed in the transaction.
Regards,
[redacted]