Whiteflash refund nightmare!!!

[steaktacos1]

I ordered from whiteflash with the utmost confidence after the many recommendations from PSers but I’m appalled by their inconsistent and lack of customer service. I sent back my ring two weeks ago (changed mind on I color) and emailed my rep to ensure I could receive a refund by check as I’d already paid off my credit card. She assured me that I would be mailed a check.

Then, I followed up again and someone else emailed me back saying that the rep was mistaken and I would not be receiving a check but rather a refund to my credit card, and my CC issuer would have to send me a check. I was frustrated but willing to overlook that the rep did not have consistent information from the dept that handles refunds. I was promised a refund by august 22. It is now august 24, and no sign of refund-I called my bank and they have no sign of a pending refund either.

This, coupled with some other sour experiences during the ordering process (inconsistency in promised production and delivery date) has me wondering how great whiteflash really is. I certainly won’t be ordering from them again. I understand that a large refund can take some time but when they repeatedly fail to meet deadlines they offer themselves and provide such inconsistent info depending on who you speak to. I shouldn’t have to beg to get my money back in a timely manner or at least by the date they offer themselves.
Whiteflash might have been a good company at some point but they need to do a better job training their staff.
And I’m still left without a refund or any trace of refund and no idea when I’ll get my money back.

 

[elle_chris]

I'm sorry you had a bad experience, I've had a crappy one with a different vendor as well.
But they're two days late, not two weeks. Just call them and ask.

 

[steaktacos1]

I'm sorry you had a bad experience, I've had a crappy one with a different vendor as well.
But they're two days late, not two weeks. Just call them and ask.

I’m trying to keep a reasonable mindset but when they’re constantly promising the refund to show up any minute to my credit card and then asking me to login to my PayPal account and ensuring the funds will be there…and it’s not, then I’m really starting to lose my patience. I’ve been emailing with them and all they say is that the money should’ve shown up by the 22nd. Really frustrating and not the kind of experience I expected with WF

 

[musicloveranthony]

I'm sorry. It sucks to feel like you're not getting the communication you expect

 

[Lookinagain]

well it does sound that they ordered the refund. Not sure if that is through their bank or some other place, but if they ordered the refund to be paid, it seems like they have done everything on their end. It must be hung up somewhere else along the line. Perhaps you could ask them to check with the handler of the refund (their bank I assume) to make sure the funds were processed.

 

[anon34985]

I am confused by the amount of posts like this lately- calling out a specific vendor when things don't go exactly as planned like the forum will be able to do something?

I understand how frustrating it must be not to have your money credited back when you expected, but calling them out on pricescope for one situation just seems unnecessary. This isn't 100% aimed at your post, I've just seen more of them than usual and always wonder what the end game is when someone posts something like this?

 

[adlgel]

I'm sorry you are having a difficult time - it sucks when something that is supposed to be all about joy becomes less than joyful. When a diamond is sent back to Whiteflash there is a period of time where they need to confirm the diamond is in the same state it was in when they shipped it to you before they issue the refund. I think that is pretty clearly spelled out in their return details.

Items must be returned in original condition together with all related documentation. Upon verification your return will be processed and a refund issued within 10 business days. Your refund will consist of the full purchase price of the refunded item (s), and will be made by either credit card credit or by company check depending on your method of payment.

I read that as saying you will get a refund WITHIN 10 days AFTER your return has been verified. So I'm not surprised that it can take longer than 2 weeks. But I am confused - if they are refunding to the credit card you used to purchase the ring, why is PayPal involved at all? I assume, the credit when issued will simply show up on your credit card as a new transaction. If that transaction leaves you with a balance, you would then ask the credit card company to issue you a check.

 

[lissyflo]

I assume, the credit when issued will simply show up on your credit card as a new transaction. If that transaction leaves you with a balance, you would then ask the credit card company to issue you a check.

I sent back my ring two weeks ago (changed mind on I color) and emailed my rep to ensure I could receive a refund by check as I’d already paid off my credit card. She assured me that I would be mailed a check.

Then, I followed up again and someone else emailed me back saying that the rep was mistaken and I would not be receiving a check but rather a refund to my credit card, and my CC issuer would have to send me a check.

Only refunding via the original payment method is 100% best practise and an important anti-fraud/anti-money laundering process. I can’t speak to the rest of your concerns, but the timing of credit card balance payments is your concern, not WF’s, and can’t be allowed to override money laundering prevention processes.

 

[lovedogs]

I know it's frustrating, but this timeline is very normal. WF has to verify that the stone is in the same condition as it was when purchased (all vendors do that).

 

[Texas Leaguer]

@steaktacos1,
I am very sorry for the delay in receiving your funds. The refund was executed on our side and funds withdrawn from our account within our normal window. But we have experienced delays in getting a definitive response from our credit card processor regarding the status of those funds. But this afternoon we have received assurance that the money did hit your bank last Friday. We were advised that it may take as long as 3-5 business days for your bank to post those funds to your credit card balance.

We know how frustrating this has been for you, and we have been equally frustrated attempting to get definitive responses on your behalf from the financial institutions involved. These difficulties are outside our normal experience and we can only attribute it to staffing problems that many companies are currently experiencing with Covid. For instance, many people in these companies are working remotely and we have been required to leave an inordinate number voicemails (and await replies that sometimes never come) rather than talking to people who can respond with information in real time. It seems to us there is a cumulative slowdown in responsiveness across industries right now.

I know that explanation is of little comfort when you are waiting on your funds. Hopefully, your funds will appear in your account shortly. We will continue to do everything in our power to assist if further efforts become necessary.

 

[MrsBlue]

I do hope your issues are resolved promptly.

Communication problems aside, paying with a card then asking for a refund check is the beginning of a common scam. To avoid giving the impression that one is a scam artist, buyers should stick to policy and get refunds by original payment methods.

 

[MissGotRocks]

The best course of action is with the vendor. We all understand the frustration but calling out a company for following their own business practices is just a bit over the top. I returned a bathing suit to a company and had to wait over a month to get a refund and I had used their return label thinking it would expedite the process. I realize your purchase was a much larger one but there is no reason to think that you weren’t going to get your refund - even if it was a couple of days late. I just don’t see this post as being particularly effective in resolving your issue.

 

[Diamond Girl 21]

I am confused by the amount of posts like this lately- calling out a specific vendor when things don't go exactly as planned like the forum will be able to do something?

I understand how frustrating it must be not to have your money credited back when you expected, but calling them out on pricescope for one situation just seems unnecessary. This isn't 100% aimed at your post, I've just seen more of them than usual and always wonder what the end game is when someone posts something like this?

I understand your point, but as a consumer, I appreciate hearing other people's experiences as well as the vendors replies.

 

[Bonfire]

I agree @MissGotRocks . Not to beat up on you @steaktacos1, but you had a problem before with WF that you posted here. @Texas Leaguer helped expedite the resolution. I guess that was your same objective here?

 

[Texas Leaguer]

I do hope your issues are resolved promptly.

Communication problems aside, paying with a card then asking for a refund check is the beginning of a common scam. To avoid giving the impression that one is a scam artist, buyers should stick to policy and get refunds by original payment methods.

To be clear, the consultant mistakenly thought the original payment was by wire transfer and suggested the OP would be getting a check. That miscommunication was on us and added to the confusion and overall stress of the situation.

 

[yssie]

A public thread about a two day delay in getting a refund?

Ignoring the myriad reasons this may happen that have nothing whatsoever to do with WF - credit card refunds don’t post immediately - I’m trying to imagine a scenario wherein a two day delay in anything relating to luxury purchases might reasonably create angst to the point of terming it “a nightmare”. Especially when the original deadline was a Sunday.
I’m failing.

Sometimes the company is wrong. And sometimes the customer is unreasonable. Based on OP’s thread history I’m very confident this is a case of the latter.

 

[diamondseeker2006]

I am thinking someone owes an apology and it’s not WF who clearly initiated the refund within the return window.

 

[heididdl]

@steaktacos1,
I am very sorry for the delay in receiving your funds. The refund was executed on our side and funds withdrawn from our account within our normal window. But we have experienced delays in getting a definitive response from our credit card processor regarding the status of those funds. But this afternoon we have received assurance that the money did hit your bank last Friday. We were advised that it may take as long as 3-5 business days for your bank to post those funds to your credit card balance.

We know how frustrating this has been for you, and we have been equally frustrated attempting to get definitive responses on your behalf from the financial institutions involved. These difficulties are outside our normal experience and we can only attribute it to staffing problems that many companies are currently experiencing with Covid. For instance, many people in these companies are working remotely and we have been required to leave an inordinate number voicemails (and await replies that sometimes never come) rather than talking to people who can respond with information in real time. It seems to us there is a cumulative slowdown in responsiveness across industries right now.

I know that explanation is of little comfort when you are waiting on your funds. Hopefully, your funds will appear in your account shortly. We will continue to do everything in our power to assist if further efforts become necessary.

You always stand behind your business. I am sorry for the aggravation by the OG but thank you for responding

 

[jp201845]

I dont think the OP will be back and give an apology doubt that will happen. Yes there was misplaced communication on WF end, but to say bad customer service is not right. A vendor can only do so much to make a client happy, which at that point the customer is being totally unreasonable and shows zero patience. Vendors can never say that you are a problem customer which will show lack of professionalism. But I bet there are many times where they want to say it's ok we don't need your business but can't

Edit: a class act as always @Texas Leaguer

 

[kenny]

I hope I never encounter a customer like that.

 

[Daisys and Diamonds]

I hope I never encounter a customer like that.

They are in all walks of life, for all products and at every price point

 

[Lookinagain]

These types of complaints seem to be a somewhat common mantra recently and I wonder if they are feeding off of one another. I don't recall, so will try to go back and look, to see if they are all more recent visitors to this site and are only picking up on a recent negative comment and then jumping in on the band wagon? Just a thought and wonder if anyone has thought the same?

 

[jp201845]

These types of complaints seem to be a somewhat common mantra recently and I wonder if they are feeding off of one another. I don't recall, so will try to go back and look, to see if they are all more recent visitors to this site and are only picking up on a recent negative comment and then jumping in on the band wagon? Just a thought and wonder if anyone has thought the same?

There is this very similar thread but with James Allen

Long delay in refund from James allen?

I sent back a ring where the diamond was too yellow. I received an email that my wire transfer refund would take two to three weeks! That makes no sense to me. They received my wire within 24 hours. Seems like an awful long time to hold my money. Anyone have experience with this?

www.pricescope.com

 

[steaktacos1]

A public thread about a two day delay in getting a refund?

Ignoring the myriad reasons this may happen that have nothing whatsoever to do with WF - credit card refunds don’t post immediately - I’m trying to imagine a scenario wherein a two day delay in anything relating to luxury purchases might reasonably create angst to the point of terming it “a nightmare”. Especially when the original deadline was a Sunday.
I’m failing.

Sometimes the company is wrong. And sometimes the customer is unreasonable. Based on OP’s thread history I’m very confident this is a case of the latter.

I'm glad to hear you're very confident this is a case of the latter.

 

[Karl_K]

When it comes to getting refunds its a stress because of all the horror stories out there.
That we know WF will get the money back to the op and something weird and more likely technical is going on colors our response.
Someone new to online buying and new to WF does not have that same frame of reference.
Putting myself in the op shoes I would have likely posted the same thing.
Anything I see as going wrong when it comes to my money makes me very very frustrated.

 

[tyty333]

What are your plans now for a ring @steaktacos1 ?

 

[Cerulean]

I'd hardly call this a nightmare. Money takes time to post. It's really quite simple. I can't imagine being so vexed about something that is so commonplace. Practically every refund I have ever received took weeks, and the larger the sum, usually the longer it takes. This is ultimately to prevent fraud. You will get your money in a timely fashion.

If you are so inclined to put things in perspective and would like to better understand a real refund nightmare to make you feel better, pop over to these threads in the colored stone forum and prepare to be humbled...

A Terrible experience with IG Seller CeylonSapphireGems​

Buying from CeylonSapphireGems: An expensive mistake​

 

[marymm]

For this OP, it was a nightmare. There was miscommunication about being advised the refund would be in the form of a check, and then told, no, the refund would be by wire, and then 2 days past the refund date provided by the vendor go by without receiving notification of the refund -- all of this would give me pause under these circumstances.

If nothing else, it informs potential customers about the refund process not entirely being within the control of the company initiating the refund, such that certainty of when the refund will actually be received by the customer may vary depending on the other financial institutions involved.

Just because other consumers are perhaps more savvy about big-ticket refunds and/or more laissez faire about financial matters and/or can afford to wait however long it takes to receive a refund, doesn't mean this OP didn't perceive this return transaction as a nightmare *to OP* and as a consumer forum, it is entirely right and proper that OP post about it here.

 

[Bonfire]

^ Certainly, everything is relative, but also fair that she will be *schooled* as well.

 

[yssie]

Anyone who uses a credit card ought to know that the agency/vendor issuing a refund has no control over when one’s bank might actually post the sum. That’s common knowledge, as is the ubiquitous “your financial institution may take 7-10 business days to process your refund” clause. WF met their deadline: The funds left their account on time.

And anyone who lives in the US ought to guess that not much is happening Saturday/Sunday in terms of banking.

These aren’t odd or unusual circumstances at all. This is the same as literally every other credit card refund OP has ever received, regardless of dollar value in question.

And this is also not OP’s first rodeo with WF, or with buying jewellery online.

I’m sure every vendor who sees this thread hopes never to have to deal with OP as a customer.