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Business Profile

Online Shopping

IceCarats.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/11/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They took photos of my credit card and Id. They charged my card after I cancelled. And will not refund the money.

    Business Response

    Date: 24/11/2023

    Hi,

    Thank you for your email.

    First, we would like to apologize for any inconvenience this issue has caused.

    To review, a ring was placed via our website on November 20, 2023. Upon close look, one of our customer service representatives assisted in placing this order, however, the payment was completed by purchaser. Since there was suspicious activity detected on the card, we have requested a photo of the ID and card to make sure that the transaction is valid. After the photos (payment evidence) were approved, the order was processed and shipped out. Please note that we have not forcefully taken any financial information. We requested the images of the ID and card after the order was placed. The photos were willingly provided and for customers security, we cancel and process a refund when customers decline this option. Additionally, the cancellation was requested hours after the order was placed, confirmed processed, and shipped out.

    We have noted that the reason for cancellation is the missed engraving request. We have provided a few options however, since this did not work out, we have requested for your order to be returned. Since the order had already been shipped at the time of the call, we could no longer cancel the order and process an immediate refund, however, we requested for *** to return the item.  At this time, we has confirmed that the order was returned successfully by ***, your refund from ********* has been issued. You will be able to view your refund shortly. Please allow 2-5 business days for your refund to be posted to your original payment method as processing times for each bank varies.

    Thanks,

IceCarats.com is NOT a BBB Accredited Business.

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