Acotisdiamonds Avis 

Réponse de Acotisdiamonds

Actualisé le 24 déc. 2024

Thank you for your order and for taking the time to share your feedback. As a small business, we pride ourselves on providing excellent service and timely delivery, and we are sorry that your experience did not meet your expectations.

Upon reviewing your order, we can confirm that the item, Joma Jewellery CHRISTMAS A Little WITH LOVE Bracelet | 17.5cm Stretch Adjustable Wrist Stacking Bracelet (Order ID: 202-1079117-4007525), was shipped on 17 December 2024, the day after your purchase on 16 December 2024, 18:11 GMT.

The tracking code provided by Royal Mail is NP355235560GB, and the shipping method selected was Prime free delivery. Unfortunately, it appears that the parcel was lost in transit, which is beyond our control as the seller.

We understand how frustrating this must be, especially with the importance of this gift during the festive season. However, we must note that no direct communication was received from you through Amazon’s system or via live chat to alert us to the issue.

Had we been contacted, we would have immediately resent the item free of charge to ensure you had it in time for Christmas.

While we respect your decision to leave a review, resolving the matter directly with us first could have resulted in a quicker and more satisfactory outcome. Customer communication is vital, and we are always here to assist with any concerns.

As of now, the full cost of your order (£22.49 with free delivery) has been refunded to you as per our terms and conditions. For future purchases, particularly for high-value or time-sensitive items such as Christmas gifts, we strongly recommend opting for special delivery services, which offer guaranteed delivery and minimise the risk of lost parcels.

We hope you understand the limitations we face when shipping via standard methods, especially during the busy holiday period, and appreciate the opportunity to clarify this matter. Should you have any further questions or need additional assistance, please do not hesitate to contact us directly.

Thank you for your understanding, and we sincerely hope you will consider shopping with us again in the future.

Réponse de Acotisdiamonds

20 déc. 2024

Good Morning, Can you please supply your order number and I will be happy to help.

Réponse de Acotisdiamonds

11 déc. 2024

Silver Zirconia Pink and White Stones Ring (TR2343-166-7), Size 52

Thank you for your patience. As mentioned previously, there was an issue with the delivery being returned to sender, which unfortunately delayed your back-order. When the order was placed, it was clearly indicated that the item was on back-order with an estimated delivery time of 7 to 14 days.

We acknowledge that the delivery has now exceeded the expected timeframe, and we sincerely apologise for this delay. However, as explained, the circumstances were beyond our control.

Our records show that we have communicated with you on several occasions to keep you informed of the delays. At each stage, we offered you the options of a full refund, an exchange, or continuing to wait for the item. You chose to wait for the delivery.

I have today arranged a full refund for you. If you wish to continue with the order, please message us directly.

Order Details:

Date of Order: 21 November 2024, 22:31
Stock Status: On Back-Order (Estimated delivery 7 to 14 days)

Thank you again for your understanding, and we appreciate your continued patience.

Réponse de Acotisdiamonds

20 déc. 2024

Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience caused by the condition of the watch strap upon delivery. This is certainly not the standard of quality we strive to provide.

We completely understand your frustration, especially as this was a gift for such a special occasion. While we offered a replacement, we regret that the timing wasn’t suitable for your partner’s birthday. Your decision to have the strap cleaned professionally so you could present the gift on time was thoughtful, and we apologise that this led to additional costs on your part.

As a gesture of goodwill, we would be happy to look into reimbursing the cleaning cost or finding another way to make this right for you. Please reach out to us at with your receipt for the cleaning, and we’ll do our best to resolve this matter promptly.

Once again, we are truly sorry for the inconvenience and appreciate your understanding. Thank you for bringing this to our attention and for giving us the opportunity to make things right.

Kind regards,
Acotis

Réponse de Acotisdiamonds

Actualisé le 21 août 2024

Thank you for providing the details of your order:

Stainless Steel Gold Domenica Watch (SJ-W2403-CZ-YG)
18k Gold Plated Luce Grande Bracelet (SJ-B12292-SG)

I can confirm that your items were dispatched with the following tracking number: Royal Mail VY483599807GB.

After investigating with Royal Mail, it appears that the parcel was unfortunately lost in transit. As a result, your order has been fully refunded. We sincerely apologise for any inconvenience this may have caused.

As a gesture of goodwill, if you wish to repurchase the items, I would be pleased to offer you an additional discount along with complimentary next-day delivery. Your order could arrive as early as tomorrow. Please let me know if you would like to proceed with this offer.

Kind regards,
Customer Service Team