ComplaintsforRichline Group, Inc.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,I was promised a refund for an eternity ring purchased for my wife from *******, who's parent company is Richline Group. ******* has recently been dissolved by them.The ring was poorly made and of inadequate quality; following repeated returns for warranty repair it split in half in late 2022 and ******* requested I return it in exchange for a refund.I duly did this in early January 2023, but have yet to receive a check. The original payment method is not available. During a recent enquiry I was informed of *******'s closing but assured that my check would still be forthcoming.I am no longer receiving replies from ******* customer service. I am concerned that I will not receive the promised refund, and that there is an active ploy by Richline Group to ignore such matters.The original order number from ******* is: 0320-20775. The ring was confirmed as delivered to ******* (Richline Group) in ******* on Jan 20th 2023 via ***** (tracking no. ************). The purchase price and refund owed is $1540.Many thank in anticipation.***************************

  Business response

  03/29/2023

  Dear ******,

   
  

  In responce to BBB complaint ID: ******** - 

  Our customer was dissatisfied with the merchandise they had received. They informed us the item had been sent back on January 18, 2023 and they preferred a refund rather than a replacement. We agreed to process a refund upon receipt of the merchandise. The customer also informed us that the credit card used to make this purchase was no longer active, and requested an alternative method of payment.

  On January 19, our customer service team confirmed a refund would be forthcoming, and began making arrangements to refund via check instead of crediting the customers' original card. The customer contacted us on March 8, because they had not yet received payment. A check was sent on March 10, and has since been cashed by the customer. 

  Unfortunately, the alternative form of payment requested added to the normal processing time. We apologize for the delay, and any inconvenience this may have caused.  

  
  

  Sincerely,

  
  

  *********************** | Vice ********** **********************

  Office ************ | Cell ************

  1385 Broadway | ********, **** 10018

  **************************************************
  *************************************

  Customer response

  03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Additionally I would like to say that after also contacting the business via other channels they were very quick to respond and issue my refund.  I am very happy with their response.

  
  Sincerely,
  
  ***************************

*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. ↩