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The good, the bad, and the ugly - discover what customers are saying about Sky Facet

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4:37 pm EDT
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Sky Facet Skyfacet.com negative experience

Hello Everyone. Below is a complaint regarding the company skyfacet. These complaints were actually originally posted in fall 2008, and were each seperate posts occuring over the course of more than a year. I am reposting them since they can no longer be found on skyfacet. I am following up with the board editor to find out why it was erased. At one point there were other complaints regarding skyfacet on this page too, but they have since been taken down.

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This could be my story! I bought a ring at very beginning of August, when I didn't receive it I called the company. Company told me that it was shipped eventhough there website said it was "waiting to be shipped." Per sky facet that is website tech error...that of course had never happened before. After a couple calls and being told it would be there the next day, and then being told it should arrive the day I was calling...I was finally given a Fedex tracking number, but Fedex reported having no record of a package with that number (and that it wasnt even a correct number). I left them a voice mail & e-mail demanding my money back, but haven't heard from them since. I have said I will be compaining to BBB too. Any tips? I'm desperate! I 100% agree and believe your comments. I hope this helps others.
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and I forgot to add this...but I had the same problem with them never returning my calls when they specified they would. And I rarely get a person answering the phone, and have to keep leaving voice mails
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Just wanted to give an update on my complaints with the company. Finally received the ring at beginning of September, and it was the wrong size. I ordered size 7.5, and got a size 6. For obvious reasons we got the ring resized at a local company because we didn't want to send it back to skyfacet. We did not receive the proper certification for the diamond either (and you pay more for diamonds that are GIA certified). We sent complaint to company asking for reimbursement for ring resizing and diamond certification and the free pearl jewelry set they had promised us. The then owner replied with a wonderful offer of giving us free wedding bands from their website, which we thought was more than generous. He blamed our bad experience on a salesman who he said they have since fired. But after one email after another saying that our diamond certification and other merchandise was "being shipped that day" or "in a couple days", we never received anything but excuses as to why we never received it. About a month ago we submitted a complaint to the BBB, and haven't heard anything since. Skyfacet has an unsatisfactory rating with BBB. BBB also lists that the majority of Skyfacet compaints are not even responded to by Skyfacet.

Just wanted to update everyone w/ my ongoing struggles w/ Skyfacet. We still haven't heard from BBB. Got another email from Paul Sanar apologizing for the delay. He once again said the order would be out to us in a couple days. We waited a couple weeks for our packages to arrive before emailing Paul again. Haven't heard from him since the last email asking if our items were shipped. I called skyfacet and got the run around. A salesman I talked to was able to find my account but said there was a "HOLD" on it which he was going to discuss w/ Paul and get back to me by the next day 1pm EST, at 3pm EST the next day I hadnt heard back. I called the saleman direct line and left a message for him to call me. I talked to another salesman that said my original salesman was on the phone, but promised he'd be able to call me back in 10min. The new salesman couldnt comment on my account as he didnt want to get in the middle of what was going on between Paul and the 1st salesman. Needless to say, never got a call back from anyone at all...still waiting. Now considering my other options . . . .any ideas?
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Since then much has happened. We heard from the BBB that skyfacet did not respond to our BBB report. As of today, 4/14/2010, skyfacet is no longer accredited with the BBB and have a BBB rating of "F." I suggest looking at the BBB report log for skyfacet for more information on other complaints.

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2:36 pm EST
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Sky Facet Product Never Delivered

Ordered a diamond pendant with necklace from Sky Facet well over a year ago and never received the item. I called over 10 times and each time reconfirmed my mailing address and never received my return of $375. The 18k White Gold Heart Key Diamond Pendant that I ordered never showed up in time for Christmas even though it was promised by the 16th of December. The last time I posted a comment onto this website I received the email below. Sky Facet is a scam ran by a bunch of con artist. My opinion if you want to buy jewelry buy in person at a jewelry shop or buy from Zales, their products actually arrived. Besides, Christmas presents are actually meant to be given.
(MY PRIOR POSTED COMMENT STATED)
This must be removed in order for us to send a check to refund you. We can send you a check but there will be a few stipulations:
1. You may never communicate negatively about Sky Facet in any way shape or form.
2. You must remove all negative posts and complaints.
Thank You, Steven Brown
Customer Commitment Representative 866.528.7899 866.528.7899 [protected]@SkyFacet.com

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ebnerben
Grand RApids, US
May 03, 2010 3:37 pm EDT

Re Order #37**6
Still waiting on my wedding rings 13 days after ordering- 4 weeks until wedding.

Skyfacet is wonderful for selection, customization and price. No other website lets you design your own ring and customize so many variables (style, metal, finish, width, thickness etc).

By far the most frustrating thing about this company is their customer service.

My story begins with trying for one week to contact skyfacet.com (email/phone) - multiple attempts all fail, no one ever got back to me despite being assured by voicemail I would get a reply in 24 hours. I finally got in touch with skyfacet by phone the following week. Reassured I ordered my wedding rings. That day I called several times to ask questions, each time my calls were answered promptly and professionally. I decided to go ahead and order. My total was $595, after completing the paypal payment it became clear something was wrong. My electronic reciept came with a total of $1160 and a name and address in Texas for the shipping address. I immediately called, again the customer service person was professional and fixed the problem. My card was only billed $595 and the address was corrected. The agent said they would correct the email address and send me a reciept.

I waited for a reciept that never came. When I checked my order status online It still had the wrong total charge listed (although in reality I was charged the correct amount) however my address was corrected - except it did not list my apartment number. I have now spent 2 weeks trying to contact skyfacet and failed every time. I leave voicemail and email and never get a response. I am still waiting for a reply and hopeful my rings will arrive before my wedding. Most recently I have tracked down CEO Paul Sanar on Twitter and left him a message to call me.
- we will see if I get a response

I think consumers should be aware of an additional aspect of skyfacet's business practice - the skyfacet website promotes free second day shipping via fedex - this does not mean you will receive your order 2 days after it is placed, the jewelery will go through a manufacturing process (of undisclosed time) and then it will ship via fedex 2nd day (I am hoping).

My conspiracy theory - skyfacet offers a 100% satisfaction gaurenteee (they will modify the ring you ordered multiple times to make it how you want it). Skyfacet also asks for a wedding date when you order wedding rings. I am suspiscious they attempt to ship the rings as close to the wedding date as possible so people will be less likely to go through the lengthy process of sending rings back and forth to achieve 100% satisfaction.

I was initially hesitant to order from skyfacet because of my fears with people not answering the phone/email questions. I searched the internet and found several people on forums like this who appeared to have retracted their statements (maybe someone from skyfacet found out and finally contacted them) - anyway I am hoping by writing this honest and somewhat negative comment about skyfacet, that someone from the company will contact me and tell me where my order is.

Best of luck if you order from skyfacet.com...its online selection and pricing is unparalleled but you are rolling the dice!

Posted by Ben Ebner on Monday, May 3, 2010

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