Complaints

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.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I sold this company jewelry and they sent it to someone else's email or ****** I tried to tell them that that wasn't my ****** and they said it was already claimed and completed well I have a different email for my ****** They used my email for their website as my ****** now I'm lost $112.58 because they can't get that money back and I can't get the money and they have tried to call ****** but they won't because I'm not the owner of the ****** account

  Business Response

  Date: 02/11/2025

  Dear *** ****************** am writing to acknowledge this complaint filed against Refinement Services, LLC. We take all customer concerns seriously and appreciate any opportunity to address them.
  
  At this time Im glad to report that this matter has since been resolved amicably with *** ****** (the complainant/customer), outside of the ******************** process. I waited until after it reached resolution before posting my response here, to enable responding as completely as possible.
  
  *** ******* complaint was that we sent her ****** payment to a wrong email address. In fact we sent it to the same email address that she provided to us when she logged into our customer-facing website to initiate this transaction and select ****** as her choice of payment method. At that time it was clearly presented - as it is to all customers who choose ****** - that the same email address used to log in is the same email address used for ******. And she proceeded with the transaction. This was also the same email address to- and from-which we corresponded throughout the subsequent dispute and resolution process with *** ******.
  
  The way ****** works is that - once a payment is claimed and completed (as this one immediately was), the business/***** has no recourse and ****** will only work directly with the customer/payee. I spent hours on the phone speaking with ******* **************** over a span of several days, trying to find a way to help get this resolved for the customer. This included placing ***** calls between ******, the customer, and myself, in an effort to get her necessary consent for ****** to reverse the payment. ****** reached out to her directly as well. I waited for *** ****** to respond to ******, periodically checking in with her by phone and email.
  
  In our interactions, it became clear that the issue stemmed from - and *** ****** confirmed having - a misunderstanding of our procedures. In our system each customer record has only a single email field - we cannot maintain multiple email addresses for logging in, for payments, and for correspondence. She also asserted that the ****** account that was linked to her email address was not actually her ****** account.
  
  In the end, I emailed ** ****** one last time and asked if we could complete the transaction and process the items we had paid for. She gave us a written go-ahead to process the items and close out the transaction, and that is how it was resolved on our end. I sincerely hope that she is/was also able to resolve the situation she has/had with ****** as well.
  
  We truly value our customers, and always strive to ensure they are fully informed about our processes. I appreciate and thank *** ****** for taking the time to communicate with me, and for allowing me to resolve the matter between us.
  
  I respectfully request that this complaint be marked as resolved or closed, in compliance with BBBs policies. Thank you for your time, consideration, and understanding. Please let me know if any further action or information is required from our side.
  
  Sincerely,
  
  ****** ********
  ******** ** **********
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  ************ ********
  
  ********** ******** ***
  ** *** ***
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