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Not happy with Whiteflash

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steaktacos1

Rough_Rock
Joined
Jun 15, 2021
Messages
42
I was very excited to order from Whiteflash. I ordered an ACA diamond to be set in one of their settings. It was supposed to be completed yesterday and shipped out today. However I received an email today, not even from my SA but someone I haven't spoken with, saying it won't be ready for another week, so safe to say they haven't even started working on the ring yet. Is this typical for WF to promise a shipping date and not follow through? Just really disappointed as I feel I paid a premium not just for the diamond but I was paying for the supposed excellent customer service from Whiteflash.
 
Im sorry this delay has happened. I haven’t experienced a delay myself with them, I can assure you that you will love the sparkle of the diamond when you do get it!
 
steaktacos1 said:
I was very excited to order from Whiteflash. I ordered an ACA diamond to be set in one of their settings. It was supposed to be completed yesterday and shipped out today. However I received an email today, not even from my SA but someone I haven't spoken with, saying it won't be ready for another week, so safe to say they haven't even started working on the ring yet. Is this typical for WF to promise a shipping date and not follow through? Just really disappointed as I feel I paid a premium not just for the diamond but I was paying for the supposed excellent customer service from Whiteflash.
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Sorry for your frustration! I know what must feel like to eagerly await a new piece. However, it's better for them to take the additional time, if they need it, than to rush to meet a deadline. Once it's with you, it will be with you forever. So, an extra week to make it right may not seem as bad in the long run.
Also, it seems they reached out to you to let you know of the delay. Delays do happen, and I think it's how it's handled that determines the customer service. I would have been more upset if the deadline came and went with no word from them at all.
 
Delays can happen for many reasons. Illness, vacations, a QA issue was found which needs fixing. That’s part of life and I wouldn’t call it poor customer service. And I really don’t know why which SA you got the information from about the delay matters. What should matter is they informed you about it.
 
My experience with jewelers is that it delays sometimes happen. There is a lot involved in the supply chain and a mistake anywhere - even not on your item - can delay multiple things. It's not unusual ime and I don't think it's bad customer service. Multiple delays would be bad, but one or even two is sometimes just unavoidable.
 
steaktacos1 said:
I was very excited to order from Whiteflash. I ordered an ACA diamond to be set in one of their settings. It was supposed to be completed yesterday and shipped out today. However I received an email today, not even from my SA but someone I haven't spoken with, saying it won't be ready for another week, so safe to say they haven't even started working on the ring yet. Is this typical for WF to promise a shipping date and not follow through? Just really disappointed as I feel I paid a premium not just for the diamond but I was paying for the supposed excellent customer service from Whiteflash.
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I just went through a fairly lengthy delay by another Pricescope vendor. Stuff happens. I finally got my anniversary band 3 weeks after my anniversary. Disappointing yes.

However, I'm not going to automatically criticize the vendor. He missed the promised deadline because there was a quality control problem. He wasn't willing to send me a ring that didn't meet his standards. My ring had to be recast before it went on to the engraver who took the July 4th holiday off & then went out of town.

Realize that a lot of jewelers rely on others (different benches) to do a project. Depending on how complicated the project, one ring may have multiple people work on it. The vendor has to rely on them. I eventually got my ring and am extremely happy. I will do future projects with this same jeweler because of the way he explained the delay; plus my finished ring is absolutely perfect.

When doing a custom project, one must be prepared for the unforeseen (like delays) to maybe happen. If the unexpected does happen & there is a delay (for a good reason), you take it in your stride & concentrate on the big picture.

At least, Whiteflash contacted you to let you know that there would be a delay. If you want to know more about the reason for the delay, you should contact the rep who has been handling your order. Communications is where custom service comes in if a problem (like a delay) happens.

A lot of jewelers (not just Whiteflash) are also currently backed up with
orders. Frankly, I'd rather have a ring made right than rushed.

However, I can definitely sympathize with you. As suggested, you should join the Two Week Club while you wait. You will find that you are not alone.
 
It is always disappointing to have to wait but things are sometimes out of a company’s control. I waited several months to receive new kitchen appliances. Supply chains are broken in almost every industry since the pandemic - just a byproduct of same. I hope the time passes quickly for you - I know you will be thrilled with the ring when you receive it.
 
I was due a new deck in June and it’s delayed till at least August because of supply. I know how you feel. Hopefully it will happen soon for both of us!
 
Back In December, we had mold damage in our kitchen from a water leak. Cabinets and countertops, flooring had to be removed. Granite countertop had to be replaced as it cracked when it was moved. Everything was in place -finally- in April except for granite countertops. The fabricators took an extremely long time to get out countertops done. So they were finally coming one day to install when we got a phone call stating that our countertop was demolished when someone hit it With a large piece of machinery, break8ng it into many pieces. We finally got the countertop the following week. It was beautiful. Finally a kitchen after 5 months. Your diamond will be beautiful too!
 
It's hard to wait, yes, but it will be worth it. Whiteflash is always worth it!
 
@steaktacos1 ,
I am sorry to hear of the delay on your order. We understand that our clients put a lot of trust in us and rightly expect their orders to be filled correctly and on time.

While this period of time has presented us many challenges, we know that clients don't want to hear excuses. I will look into your order this morning and see if there is anything we can do to expedite things.

Just a note about why you were notified by a team member other than the consultant you have been working with. Our sales support and logistics folks are the ones tasked with processing various aspects of your order and it is their responsibility to work with customers on any follow up aspects of fulfilling orders, including notification of shipping delays. You may also hear from someone in our photography department as your order finishes production and is ready to ship.

Thank you for your understanding and your patience.
 
Delays happen, but if your ring was made and failed quality control (not saying that's what happened, just one of many possibilities) wouldn't you rather they remade it instead of sending you a subpar ring? I'm sure it will be beautiful when it arrives - make sure to come back and show us!
 
Everything related to supply chain is weird right now. We just had the winch installed yesterday that came with the F250 truck we have been driving for several months. We got everything but the winch and the truck was delayed also.
 
Texas Leaguer said:
@steaktacos1 ,
I am sorry to hear of the delay on your order. We understand that our clients put a lot of trust in us and rightly expect their orders to be filled correctly and on time.

While this period of time has presented us many challenges, we know that clients don't want to hear excuses. I will look into your order this morning and see if there is anything we can do to expedite things.

Just a note about why you were notified by a team member other than the consultant you have been working with. Our sales support and logistics folks are the ones tasked with processing various aspects of your order and it is their responsibility to work with customers on any follow up aspects of fulfilling orders, including notification of shipping delays. You may also hear from someone in our photography department as your order finishes production and is ready to ship.

Thank you for your understanding and your patience.
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Thank you so much for shipping my ring out today. I really appreciate all that your team did to make this happen!
 
dooood, my dishwasher has been broken for 2.5 months, and I had bought insurance for it too. Just saying that everything is delayed, and we are just all learning to live with it.

I'm glad WF shipped out your ring today. I bet it will be beautiful. Cross your fingers for me for my dishwasher.
 
LLJsmom said:
dooood, my dishwasher has been broken for 2.5 months, and I had bought insurance for it too. Just saying that everything is delayed, and we are just all learning to live with it.

I'm glad WF shipped out your ring today. I bet it will be beautiful. Cross your fingers for me for my dishwasher.
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+1 here, and dust for your dishwasher! Ours has been broken for a month, and the replacement won’t be available until September! Here’s to hand washing dishes and amazing hand moisturizer ❤️

@steaktacos1 , congrats, and can’t wait to see your ring! Please indulge us with a SMTB thread!
 
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