I ordered some 7.5-8mm freshwater peacock pearls from integrity around the 7th of december... about 5 weeks ago. i know that they closed for the holidays to catch up on stuff and to ship out orders and reopened on the 26th. I figured I would get my pearls in at least 2 weeks. I send them an e-mail asking about the status of my order on the 16th.
On the 19th of december they send out an e-mail saying that they're having issues with their system and will ship out my pearls as soon as possible. They notify me on the 22nd that the pearls on on the way. On the website they say they ship using priority, and are based in cali. I live in GA. So 2-3 business days right? In the shipment notification e-mail they say that the pearls will get to me around the 28th, or the 29th at the latest.
January 2nd rolls by. Still no pearls. That's around 5-6 business days, more than enough time for the pearls to arrive. By this time I'm very worried about my order. I go to the post office 2 times to ask if they have a package that is mine that may have had a wrong address. I send integrity pearls an e-mail asking about the order and saying that I think that the order is lost. During this time around the I e-mail, call, and leave voicemails for them multiple times.
They respond with the e-mail attached below on the 11th of January. What I don't understand is they still have the same exact pearls that I ordered on their website. Does that mean that Everyone that orders these pearls is having the exact same ridiculous amount of delays to their orders? Blaming my order's delays on supplying issues from China is difficult to believe since they are still selling these pearls on their website. If they truly are out of stock of these pearls, then they would take the pearls off of the website and not sell them until they are in stock again, otherwise they're just creating a huge headache for themselves. I believe that my order was misplaced, and then marked as shipped, and then forgotten about until I e-mailed them again. 9 days later, they reply to me blaming shipment issues with China that are out of their control. I still have not received my shipment. It has been 5 weeks.
I really want to order some $70.00 pearls for my mom for her and my dad's 30th anniversary and make my mom a traditional one strand white pearl necklace. But with the delayed customer service that I have experienced I don't know if I want to go through with the 2nd order. If I don't receive the pearls from integrity, i will contact them for a refund and hopefully get a response before the end of the month. As for the 2nd order I am reluctant to purchase because I feel like it will just cause another headache for me.
Thanks for reading about my frustration,
We apologize for the delay of your order. A minor setback in delivery happened with our supplier, thus the delay. This is the last batch of orders out of China, and by next week our inventory will be back in the US. You will not have to wait again for weeks for you order to come, we assure you that.
Your order has been sent to our office in Los Angeles and will be forwarded to you over the weekend.
Again, we apologize for the delay..and thank you for being our customer...
Rona, Integrity Pearls