Business ProfileforFlorence Scovel Jewelry

BBB reached out to the business with concerns about a high volume of complaints about  consumers purchasing merchandise off the business website, paying for it in full and then not receiving the merchandise in a reasonable time frame.  Consumers also advised BBB that they have attempted to contact the business through the business email with no response from the business.   BBB reached out to the business several times. The business responded with the following:

As previously stated our company has issued over 300,000 orders within the last six months in the United States alone and has attained over 500,000 customers internationally over the past year.  The number of delivery complaints against us run lower than 0.1% in comparison to our total sales, a number similar to that of USPS delivery issues, and we feel that the alert on our BBB Profile is therefore unjustified.  

In terms of correcting the few existing complaints we do have standing against us, we have taken the initiative of hiring more CSR staff in addition to implementing new policies to protect our customers from future delivery issues.  In our new policy, any delivery discrepancies made by USPS will now be reshipped by us without hesitation.  We will also allow re-shipments of any defective products to customers who are unhappy with their order, without having them send their merchandise back to us first.

Again we truly appreciate the feedback and guidance BBB provides us with to better help serve our customers. We trust to find your understanding with this statement, and hope to see the alert on our profile lifted. 

Thank you, 

Florence Scovel Jewelry