Gail Strongwater

Review of Marissa Collections

I really wanted to buy something from this website...

I really wanted to buy something from this website. There were two beautiful bracelets, but I needed to make sure they were returnable since I had no idea how they would look in person or if they would fit around my wrist. The website indicated there was free shipping and free returns, but when I looked at the policies at the bottom of the page, it stated all fine jewelry was final sale. I called to clarify the policy and was told they could make an exception since there were no returns on jewelry. They would give me 24 hours to return the item once I received it. The only problem was my work schedule. How could I get it back to them in 24 hours if I had to be at work the next day? They agreed to 48 hours, and we agreed on a day I was to receive it. I paid for the item online and received an email the next day indicating someone had to be home to sign for the package, and I had to agree to the 24 hour return period. I responded by asking if it was possible to get a window of time for the delivery, since it would be impossible for me to sit home all day and wait. In addition, we had agreed to a 48 hour return! Apparently, UPS does not give out this information, so I sent back an email saying that I could not guarantee anyone would be home to receive the package. I waited 2 days and never heard back from them. Finally, I gave them a call today and found out that nothing had been sent out. No one had the courtesy to let me know or tried to reach out to find a solution to the problem. I have been in retail for over 30 years and never experienced such poor customer service. How can you require a signature and not be able to give the customer a delivery window? Switch to FEDEX!

I cancelled my order and will be able to get one of the pieces from Net-a-Porter, which has incredible customer service. I plan to let the designer of the other piece know that Marissa Collections made it impossible for me to buy her bracelet. Isn't that what they are in business to do?