Anonymous
map-marker Swansea, Swansea

Exceptionally poor service after waiting 2 months

Purchased 5 items from Rocks and Co early August and is now mid October and still not received the items. No correspondence from company other then when I emailed or phoned after waiting 10 minutes on phone. Eventually decided enough was enough and after complaining I was offered a refund which I took. The service was exceptionally bad. Would advise anyone to not buy from this company. Whilst some of the pieces received in the past was good quality their service is very poor and refunds take too long to credit back. Far too stressful dealing with this company. Unless you have lots of time to waste and want to get really stressed out don't waste your time. My advice order from another company such as gemporia or other reputable companies.
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Reason of review:
Order processing issue
1 comment
Guest

Steer clear of gemporia too , the stones fall out !

Anonymous
map-marker London, England

Rocks And Co Ring Review

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Bought a ring in clearance for 49English pounds. Was not expecting much for that price. The ring arrived wow,wow,wow. It is absolutely gorgeous. Saw a similar ring in a high street jewelery which was smallet for 4 times the price. I will definitely be shopping with rocks and co again
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Reason of review:
Good quality
Anonymous
map-marker Stoke On Trent, England

Rocks And Co Billing Department Review

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I complained about credit card charges as a result of refunds not being made. Rocks and Co T&c's state refunds will be made no more that 14 days after receipt of goods. The response I received was" sorry for the inconvenience but we do not compensate" etc I am also waiting for stock goods ordered and paid for on 2.10 and a repair on a faulty item, emailed company , no response.
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Reason of review:
Pricing issue
Anonymous
map-marker London, England

Rocks And Co Ring Review

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Paid for a ring late July. After 28 days still not been despatched. They phoned me to say it was going to be at least another 21 days so I cancelled the order. They had my money but told me I could not get a refund until 14 working days later. They did not have the ring that I paid for. It was still being made.!!!
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Reason of review:
Order processing issue
Anonymous

Essential to phone them for refunds

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Having purchased from Rocks and Co for a number of years, I failed to realise that if I wanted a refund, it is mandatory to phone them requesting this because like other customers, a number of weeks passed before I then phoned them requesting this action to be taken. No point in ticking the box for a refund on the return slip or even writing alongside of the box which I did, because they fail to take action. When you do phone them, (forget about emailing or texting them), be prepared for a full 10 working days and more, for your funds to be returned to your credit/debit card, so be warned. As for jewellery, I dearly would like to know why Rocks and Co do not have a review section inserted on their web page as all other shopping channels have, or, are they afraid of the bad PR because like other customers, some items are rubbish whereas other items are fabulous and I believe other customers would dearly benefit from having such direct feedback, bearing in mind, beauty is in the eye of the beholder.
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Cons:
  • Thin gold
Reason of review:
Refunds - nowhere in the contract does it state customers are to phone requesting same.

Preferred solution: Let the company propose a solution

Anonymous
map-marker Liverpool, Liverpool

Rocks and co. Refunds

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I purchased a ring for my wife based on what appeared on screen but was disappointed with the colour of the stone when it arrived so therefor returned it to ROCKS AND CO.immediately ROCKS AND CO. take so long to refund after you have returned purchased goods that do not live up to your expectations. Money is taken from your account almost immediately but it takes t least 14 days to return cash to your account.I am still waiting after 20 days.This even allows for a Bank Holiday. In addition it costs you two amounts of postage for the privilege.I would not recommend dealing with this company. There are many other online and shopping chanel companies who provide a much superior service
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Cons:
  • Wait for refund
Reason of review:
Problems with payment

Preferred solution: Full refund

Anonymous

Delays in Processing Refunds

PLEASE DO NOT BUY FROM THIS COMPANY. I ordered a ring costing £229 on 9th August 2014.

When it arrived the stone was chipped and scratched, so I return it the same day. Their paperwork says refunds can take up to 30 days - I have been e-mailing them since, and all they will say is there is currently a "delay" in processing refunds. I have demanded the return of the price paid, plus 2 lots of postage & packing. I have now written to them advising that unless I receive my refund within 1 week, I will issue a County Court summons.

Bearing in mind, their item arrived faulty, and they are still holding onto my money, they have no business ethics or customer service ethics at all. Do not buy from them - if the item arrives faulty, you will struggle to get your money back.

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2 comments
Guest

I do not blame those who have had problems with quality of most gems and the dreadful customer service (refunds etc).

No way will they get any orders from me and my friends......we all had issues with Rocksandco.

The number of "great" reports are mostly those behind the scene !

Report to Trade Description re: refunds and quality.

Guest

Hi

I had exactly the same problem, it has taken six weeks to get my money back. I complained to the ASA (advertising standards association) as they have jurisdiction over online shopping channels.

I then forwarded my complaint to rocks and co and also copied in the trade associations that they are involved in. It took a lot of emails but I did finally get my money

Wish you luck

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Quintessa Osp
map-marker Plymouth, Plymouth

Rocks & Co hold on to your cash for weeks after item is returned, hmmmm are they having cash flow problems?

Bought a ring for £289 and it was not very impressive so I returned it ticking the returns slip for a refund. Three weeks later I had not received my refund so I rang customer services, they told me that they had recieved the ring, but had not refunded me as I had not called them and requested a refund, apparently they had put a new procedure in place and that if a customer did not call them and request a refund, they wouldn't get one! How ridiculous I said, you can see that I have ticked and signed the return slip requesting a refund? The CS person recorded that I had now asked for a refund. Two weeks later I called again as I had not recieved my refund. I was told that it had been done the day before but takes several days to show up on my account. I sat and read the original invoice for a whole hour, it is in very small print, and there is a lot of *** to read, and it most defiantl does not state that you have to call and verbally request a refund. Why is there a return slip that leDs you to believe if you tick the refund box, you will get one? I am suspicious that this company has a cash flow problem, and that by doing this they can hold your cash for up to 7 weeks if you do not call them for 30 days. There is a 30 day possible wait for refund as stated on the back of the invoice. Absolutely appalling customer service and downright dishonest behaviour. I will not be spending hundreds of pounds with Rocks & Co again!
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Cons:
  • Extremely reluctant refund
Reason of review:
Problems with payment
Anonymous
map-marker Slough, England

Non delivery

I ordered from them once again after not ordering for over 5 months. Even though the presenter kept saying the item would be shipped out the next day it wasn't. Only after constant complaining did they finally get sent out. Over 8 days later yet they took my money immediately. Everything about this company is shockingly bad. Flimsy metal weights. Even silver. Presenters that tell out right lies to make you think you're getting a greaat deal. They say they deal with the best gemstones. You receive sub standard rubbish. Then when you try to get your money back its total ***. This company stinks in every way. They over promise and under deliver every single time. That's if they can even bother to deliver at all. Ofcom should close them down immediately. Anyone thinking of buying from them. DON'T!!!
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Reason of review:
Bad quality
Anonymous
map-marker Colomiers, Midi-Pyrenees

Very little gold!!

My husband, much against his better judgement, bought me a kyanite ring from R&C. It is indeed very pretty but the setting is flimsy to say the least!

The stone looks good but when I wear it I feel like I am wearing my grandmother's ring where the gold has worn away with time...will not buy from them again despite Don Kogan's very convincing presentation of Argyle diamonds this weekend!

It's all very well selling fabulous stones but if they are set so cheaply all it achieves is putting people off who are used to a higher standard of setting for such beautiful stones.

Love John Scott who always makes me smile....Keep your hands on him Rocks and Co....

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Reason of review:
Damaged or defective
1 comment
Guest

I agree. I bought a diamond ring thisnweekend and I am returning it because of the cheap looking setting.

Anonymous
map-marker Manchester, England

First time of buying from them will be the last

Rocks & Co. jewellery channel. Purchased a pair of Zultanite earrings. They took my money immediately and then took weeks to send the item. I phoned and was told they were made "especially for the order." When they arrived they are double sealed in polythene bags with a note that if the seal is broken, ie, if I take them out to look at them, I can't have a refund. If they had told me this or mentioned this during the the tv programme I would not even have ordered them. I returned them the same day, which had to be by special delivery which cost a fortune, and they got them back 2 weeks ago. I still have not had a refund, so basically this company took £300 on my credit card for me to have see the items in a plastic bag. I phoned again yesterday and I am now told that a refund also takes up to 4 weeks. This means they will probably have had my money for around 8 weeks for an item I would not even have purchased if they had been up front about the fact that getting them to my home meant neither that I could try them on, or even hold them and see them. This stone is reactive to daylight, so its *** to send it in a plastic bag! I shall never buy from them again.
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1 comment
Guest

My opinion of this company is that they have extremely pushy presenters and it's easy to get sucked into the belief that every item is gorgeous and fantastic value. The reality is quite different.

Cheap, poor quality and substandard gem stones are supplied and the customer service is non-existent. I don't understand how they've got away with this practice for so long.