Customer service is non existent - look elsewhere
I have personally witnessed a dramatic decline in customer service at this company. I previously purchased a ring from RockHer and had a positive experience—I liked the ring and the process was smooth. However, fast forward to today, and it’s a completely different story.
It appears they’ve outsourced their phone support to a generic answering service, staffed by people who have no actual knowledge of their products. For over a month, I have been trying—unsuccessfully—to speak with an actual jeweler. I’ve called repeatedly, spoken with multiple customer service reps, and left messages via phone and email stating that I need to have a conversation with someone at the company. Every time, I’m told that no one is available, but they take my name, phone number, and email, claiming someone will call me. And yet, the only response I ever receive is via email—never a phone call. Even after requesting a phone conversation via email, I received a condescending response with no attempt to schedule a call.
Something has changed internally, and it’s for the worse. When I bought my first ring, I had no trouble speaking with a jeweler to get basic questions answered. Now, that’s impossible. Instead of simply having a phone conversation with me to understand what kind of wedding band I was looking for, they emailed me, suggesting a custom-made band requiring a $200 design fee/deposit—something I never asked for, wanted, or needed. Had they just spoken to me, they would have known I was looking for a standard wedding band.
This company has taken home the gold medal in god-awful customer service. If this is how they treat customers before an order is placed, imagine how bad it would be if you had an issue after purchasing. Consider this a warning.
Follow up 2/4/25 - After posting my review online, I received a threatening email from RockHer stating that I had better take down my reviews from every site on the internet or they would explore legal options against me. (They wrote this threat with an AI chatbot, which I found ironically hilarious; it was too much work to have a phone conversation with me or write their own threats.) They made numerous false accusations towards me along with some not-so-subtle threats. This is straightforward customer review intimidation. In the U.S., you have a right to share honest opinions and experiences. I have phone records and emails to back up my statements. If they used this tactic on me, how many others have they used it on? What happens if you have a negative experience and voice your concerns online? How many others with a negative experience here have been bullied into silence?
If you have a negative experience with RockHer like I did, do not be silent and do not let them intimidate you. There are numerous consumer protection laws and case law that back up your rights in this area. If they continue to harass or threaten me, I will let everyone know. I will not be silent.
Considering all of the above, ask yourself if this is someone you would want to do business with. Is this a company you would trust with such a significant purchase?
If you don’t want to have a phone conversation with clients, then be forthright with it. Don’t lead customers on for over a month with false expectations of a phone conversation. And don’t threaten customers when they leave a negative review about their experience. You could easily have scheduled a call back time, Zoom call, consultation, anything, but you never did.
In the future, how about apologizing and moving on instead of threatening and harassing customers.
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