Hello Jessica,
I sincerely apologize for your frustrating experience. There's no excuse for the difficulty you've encountered trying to reach our customer service team. I've personally escalated your case to David, our Customer Service Lead, who will contact you early tomorrow morning (PST) to address this issue properly. He will resolve this issue to your satisfaction.
We understand how important this piece is to you, and we're committed to making this right.
Again Deepest Apologies
Susan Fraser
Owner
“A beautiful necklace. The Urn is stunning, exactly what I wanted and the chain is beautiful too. Unfortunately the chain that I paid extra for broke about (4 months of having it) bc I got a piece of long hair stuck in it. It’s been a complete nightmare trying to get in contact with someone that can discuss any options to fix or replace it. After I left my original review the company did reach out to me. After speaking with them they did send out a chain to me, I discovered the chain they had sent was costume jewelry. So I reached back out, sent the chain back to them. After they received it, they did proceed to send me the correct chain. When I received the second chain it was perfect, exactly what I wanted, my original concern was met and taken care of. It did take a lot of follow up and consistency to get the issue resolved, however in the end of it all I’m relieved and happy that the company did reach out to me and took care of my concerns.”
Hi Jessica,
Thank you for sharing your feedback, and we're truly sorry to hear about your experience. We're glad to hear that you love the necklace and urn, but we completely understand your frustration with the issue regarding the chain and the difficulty you've had reaching us.
We want to make this right for you. Our customer service team is usually very responsive, and it seems that there has been an unfortunate breakdown in communication. We will be calling you right away on this to get this rectified!
Susan Fraser
1-800-757-3488
cs@inthelighturns.com
