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Heartsmith Lockets - Paid for an item never received

I paid for an item which I never received. Apparently they say my item was delivered to a community set of boxes. When I suggested that perhaps it was put in the wrong box, they said I need to check with my 100 plus neighbors to see if someone got it. Stating that was an impossible task, they refused to refund my money. I needed to rush and find a personalized gift for my granddaughters 18th birthday which was not an easy task. Several weeks later, after I purchased and gave a different gift, they offered to send me a replacement. I told them it was past that point and I had no further use for it. They continued to refuse a refund without returning the product even though I never received the product. They state 100% guaranteed. Thats a farce. I spoke to Erica. Who was unhelpful, insensitive and rude. DO NOT ORDER FROM THIS COMPANY! I understand it may have actually been sent like they said, however if it was delivered to the wrong person, that doesnt seem to be my error - it most definitely is their responsibility. Bad customer service to say the least!

User's recommendation: Do NOT USE THIS COMPANY.

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ID
#1895701 Review #1895701 is a subjective opinion of poster.
Product
Heartsmith Lockets Locket
Loss
$90
Preferred solution
Full refund