I have an older order with this company through Amazon and recently reached out because I lost my pendant and needed a replacement. They were able to provide a discount without any issues. Their custo... Toon meer
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I've had nothing but a great experience with IceCarats. NEVER had a problem and I've made over 10 puchases in the last 3 years. I recently returned an items with no problems whatsoever. All of their j... Toon meer
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Returned product weeks ago. Was given confirmation of receipt, just pending inspection. Following that, I was sent a picture of an empty box and was told that was proof they didnt receive my ret... Toon meer
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Placed an order and received an email stating they will get back to me. 10 days later I had to email using their websites form to enquire about my purchase, 2 days later after I received an email sayi... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
IceCarats is your go-to destination for timeless, high-quality jewelry that celebrates life’s most cherished moments. Our collection includes engagement rings, necklaces, bracelets, earrings, and personalized pieces, all crafted from 925 Sterling Silver and 10k, 14k, 18k Solid Gold, reflecting elegance and superior craftsmanship. Enjoy a seamless shopping experience with free shipping on all orders, plus the assurance of a lifetime warranty on every piece, guaranteeing your jewelry remains stunning for years. Our easy and hassle-free returns policy ensures complete satisfaction with every purchase. Discover IceCarats today and find the perfect jewelry to make every occasion unforgettable.
Contactgegevens
Verenigde Staten
- www.icecarats.com
3,5
Gemiddeld
53 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 83% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
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I've had nothing but a great experience…
I've had nothing but a great experience with IceCarats. NEVER had a problem and I've made over 10 puchases in the last 3 years. I recently returned an items with no problems whatsoever. All of their jewerly is hallmarked, I've taken several peices to a local jeweler just to make sure. IceCarats is selling carated gold.
15 september 2024
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Hi Marjorie,
Thank you for your message! The team at IceCarats is so happy to hear that your continued experience with us over the years has been a positive one! We’ve been in operations for over 13 years and our goal is to ensure that our customers leave happy and if they enjoy their experience, we always hope to see them again soon. Thank you again for taking the time to send this!
Sincerely,
IceCarats Team
Sketchy site
I'm always extra vigilant when considering purchasing from an online shop that has no physical address identified anywhere on their site. So I look up their return policy which clearly states they charge a restocking fee if a return is not received by them within 30 days. However, it doesn't specify what the fee is or even whether it is a flat rate or percentage of purchase. This lack of transparency triggers my spidey sense as it leaves things completely open ended. So I initiate a chat with an agent in order to clarify and get specifics. The agent tells me they do not charge a stocking fee. I quote the return policy. Agent then says they have a life time warranty (I guess trying to deflect from answering the actual). I repeat my question and agent says they will "go check". When they come back they confirm "no restocking fee". I suspect they apply this policy on a case per case basis and leave it ambiguous on purpose so that they can charge whatever rate they like if they decide to. I imagine they would likely just apologize for the agent giving you incorrect information and then refer back to the officially written policy on their site that says they DO charge a restocking fee and you will have no recourse - they can simply withhold whatever amount from your refund. Ambiguous policies are a huge red flag. Not surprised to see there are plenty of 1 star reviews for this site.
EDIT ADDED AFTER COMPANY RESPONSE: Still didn't answer the question. Getting past the (in this case) irrelevant warranty talk (again) company mentions restocking fee in this part of their response: "Restocking fee is only applied if the return window has passed (30 days) and a customer returned an item for a refund but the product returned is damaged with missing pieces, used, or different from what was originally sent." Ok, what happens if the 30 day return window has passed and a customer returns for refund an UNWORN, UNDAMAGED, ORIGINAL CONDITION item? That was always the question and it is pretty easy to understand what is being asked. Are you saying you offer full refunds on unworn/original condition items INDEFINITELY? So someone can return something 2, 3, 4, 12 months later and get a full refund? This sounds highly unlikely and would make the whole "30 day no restocking fee" statement completely unnecessary. Company's response only confirms my original review. I repeat, vague policies = buyer beware.
27 juni 2024
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Hi Goca,
Our team had just acquired this account and discovered your review so thank you for taking the time to share your experience. We deeply regret the confusion you experienced with our return policy and we are hoping we could turn this experience around into a positive one.
To clear the confusion, all orders returned within 30 days are not charged with restocking fee. Lifetime warranty then comes in for orders outside the 30-days period. This warranty only covers replacement for items that have damages incurred in normal wear. Additionally, to be eligible for the warranty, your item must be complete (gemstones, pendant if it's a necklace set, etc).
Restocking fee is only applied if the return window has passed (30 days) and a customer returned an item for a refund but the product returned is damaged with missing pieces, used, or different from what was originally sent. There is no specific percentage for the restocking fee as this would depend on the condition of the item being returned.
We hope this information assist. Please feel free to reach out to our customer support team directly through our site via email, live chat or phone for any further assistance.
Sincerely,
The IceCarats Team
Edit:
Hi Goca,
Thank you for your response. We understand that our policies can sometimes be confusing, and we appreciate the opportunity to clarify them.
As a small company, we aim to handle each situation on a case-by-case basis. Generally, refunds after 30 days may be approved, but we do apply a restocking fee depending on the circumstances. In some cases, customers need additional time to decide whether to keep an item or return it, and in other cases, unforeseen issues might delay the return. In these situations, we consider the condition of the item before deciding on the refund and any applicable restocking fee. We mention the possibility of a restocking fee to ensure transparency, so customers are aware of any potential deductions. We encourage customers to contact us and arrange returns within the return window if they wish to avoid such fees.
Additionally, we have not encountered any cases where a customer has returned an item after more than three months and requested a refund. In such cases, we may offer alternative solutions, such as store credit.
For returns within 30 days, as long as the item is in its original condition (complete and undamaged), no restocking fee will be charged.
We hope this clears up any confusion, and we’re happy to discuss further if needed. Thank you for your understanding!
Scam Alert
Placed order and a few hours later rec'd email saying I cancelled the order. Called following day to see why the order was cancelled and was told their systems detected suspicious activity and that I could place the order again and that they would ship it after I emailed them a photo of my ID and Credit card. What kind of BS is this. Sounds like damn scammers to me. They had my credit card info and I had to authenticated the purchase multiple times through my CC company and Afterpay. Won't ever do business with them and recommend that anyone else reading this not do business with them.
6 mei 2024
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Dear Rodney,
Thank you for sharing your feedback, and we’re sorry to hear about the frustration you experienced. Please allow us to clarify the situation. At IceCarats, protecting our customers’ personal information and financial security is our top priority. In certain instances, our system may flag an order for further verification if there is any indication of suspicious activity, and we may ask for additional information to ensure that the transaction is legitimate.
We understand that this extra step may feel inconvenient, but it is intended to protect both our customers and our business from potential credit card fraud. Many companies, including us, have measures in place to safeguard sensitive transactions, especially when they involve multiple payment verification platforms.
We want to assure you that IceCarats takes security very seriously and we would never ask for personal details without cause or in an insecure manner. If you’d like to discuss this further, we’re more than happy to assist you and provide any additional clarity.
We appreciate your understanding and hope to restore your confidence in us. Please feel free to reach out to our customer support team directly through our site via email, live chat or phone for any further assistance.
Sincerely,
The IceCarats Team
Antwoord van IceCarats Jewelry
Hi Brenda!
We are truly grateful for the time you took to leave such a kind review on TrustPilot of your experience! Your kind words about your experience mean the world to us. We’re thrilled to know you’re happy with your purchase and that it’s bringing you joy.
We take great pride in offering high-quality jewelry and exceptional customer service, and it’s always rewarding to hear when we’ve succeeded in making our customers happy.
Thank you once again for your support. We look forward to serving you again in the future!
Warmest regards,
IceCarats Team
Exceptional Shopping Experience
After searching online for a Medical Alert bracelet, I was most fortunate to visit the website for IceCarats. From that moment, my experience with this company was consistently exceptional.
Before placing an order, I phoned IceCarats, and received the best customer care imaginable. This was true with every subsequent call and email I exchanged with the company. Several Representatives
took time to look up measurements for me, allowing me to understand and anticipate the size and fit of what I was about to order.
The first bracelet I requested arrived in a matter of days. It was gorgeous, but I returned it, with no shipping fee, for one with a larger Medical Alert symbol. The refund for the first bracelet was processed as soon as IceCarats received it. The second bracelet arrived just as quickly as the first. I also appreciated that a signature was required for delivery on both orders.
Each bracelet was beautifully presented in a special IceCarats jewelry box, and arrived in perfect condition.
Every aspect of my shopping with IceCarats was handled professionally, with genuinely personal attention.
My heartfelt thanks to the entire IceCarats team.
1 maart 2024
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Thank you so much for your thoughtful and kind review! We’re happy to hear that your experience with IceCarats was exceptional from start to finish. It’s our goal to provide both high-quality products and outstanding customer care, so knowing that our team was able to assist you every step of the way means the world to us.
We’re glad you found the perfect Medical Alert bracelet and that the process of exchanging it was smooth and hassle-free. Our team takes great pride in making sure our customers feel well taken care of, whether it’s helping with measurements or ensuring prompt deliveries with the highest standards of presentation.
Your words of appreciation mean a lot to the entire IceCarats team, and we’re truly grateful to have had the opportunity to serve you. Should you need anything in the future, we’re always here and happy to help!
Warmest regards,
The IceCarats Team
This is my most convoluted unsuccesful purchase
This was the most convoluted F.U. order I have ever made on the internet !
1. placed order using PayPal & order confirmed
2. Receive email that ordered cancelled
3. Then instructed to email photo ID & copy of c..c.=never have I been asked to such a thing & never would do it
4. Call twice - second call Friday 12/15 I'm told the order is enroute to be delivered Monday 12/18.
5. 12 /19 I called to check on the order & am told the order was returned to the sender.
6. Then I check my PAyPal account and see icecarrots refunded the purchase price
7.What a BS OPERATION
19 december 2023
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Dear John,
Our team had just acquired this account and discovered your review so thank you for taking the time to share your experience. We deeply regret the confusion and frustration you experienced with your order.
Protecting both our customers and our business is our top priority. To ensure the security of our transactions, some credit card and PayPal orders are flagged by our system and PayPals for further verification. In certain cases, we may ask for additional identification to confirm the transaction. We understand that this may feel unusual, but it’s a step we take to prevent fraudulent activity and safeguard our valued customers.
We sincerely apologize for the miscommunication you experienced during your order process. It’s clear that the handling of your order was not up to the standards we strive for. We appreciate your patience and are working to improve our process to avoid any similar issues in the future.
Our team will be contacting you directly to, as time as passed since your message we hope turn things around for you, even after all this time.
Thank you again for your understanding, and we hope to serve you better in the future.
Kindly,
The IceCarats Team
They don't ship your order unless you threaten to involve the FBI
They claim to have shipped my order but UPS have informed me that they haven't received it at all.
They don't respond to my e-mails. When I threatened them with contacting the FBI, the order was shipped.
2 december 2023
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Hi Claudia,
Thank you for taking the time to leave a review. At IceCarats, we take all feedback seriously and aim to address concerns with transparency and integrity.
Upon reviewing your claim, we found that our team did process on Saturday 9:38 PM (Nov 25 2023) and it was shipped on Monday, Nov 27 2023 within the expected timeframe. Tracking with international orders does take a few day to update when UPS transfer to international shipping so this is likely why your tracking may have not updated after is left North America. We regret any misunderstanding or confusion that may have arisen.
We also want to assure you that we respond to all customer inquiries in a timely manner, as providing excellent service is our top priority. Our team is available on live chat, via phone and email. We did look up your order by the name and email provided here (thank you) and do not have a record of any emails or phone calls from you. If you have contacted us via another email, please kindly provide so we can further assist.
We are committed to making sure our customers have a smooth and trustworthy experience. If you have further concerns, please feel free to reach out via live chat, email, or by phone at so we can assist you directly. We hope to clarify any misunderstandings and ensure your future experiences with IceCarats are positive.
Thank you for your understanding.
Warm regards,
Linda
Customer Support Team
IceCarats Jewelry
Scam
Scam. They never delivered product. I asked for a refund. UPS thought they “lost” my package so they refunded Ice Carats to later refund me. Never sent the refund even after I paid them AND UPS paid them.
EDIT: Since Ice Carats decided to respond a year later so that they could further lie about scamming people. Let me clarify their response.
There is no way to prove that the problem originated with the carrier. Since I have received every other package from UPS without issue. UPS did not confirm that they had ever received a package from Ice Carats.
You are saying that you are issuing a refund a year later? I disputed the charge on my credit card over a year ago. I was refunded because they agreed that it was a fraudulent charge. Also, what actual company takes a year to refund anything?
My contact information has never changed from when I initially reached out about not receiving my purchase. I emailed many times and this company would take days to respond. They essentially said they delivered it and would not send another or issue a refund. I also called many times, and the call only went through some of the time. They never reached out to me since.
Just look at the many one star reviews and please save your money and buy from a company that will not scam you!
22 augustus 2023
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Dear Taylor,
Our team had just acquired this account and discovered your review. Thank you for sharing your feedback regarding your order. We truly appreciate the time you took to review your experience, and we sincerely regret that your order did not proceed as expected.
Upon reviewing your case, we can confirm that the delivery issue you experienced was addressed on July 8, 2024. Since the problem originated with the carrier (UPS), we immediately filed a claim for the delayed delivery. Unfortunately, the claims process has taken longer than anticipated, as UPS sent the necessary forms via mail, which delayed the completion of the claim and the subsequent refund.
We understand this has been frustrating, and we apologize for the delays. Please be assured that we initiated a refund through your bank in August 2024. If you have not yet received the funds, we recommend contacting your bank directly to trace the payment, as sometimes there can be delays on their end.
We made several attempts to reach you using the contact information on file, but we were unable to connect. If you have any further questions or need additional assistance, we’re here to help.
While we regret any inconvenience caused, we hope this issue has been resolved to your satisfaction. We’d love the opportunity to earn back your trust and assist you in the future should you need anything.
Thank you again for your understanding, and we wish you all the best.
Edit:
Hi Taylor,
Thank you for updating your feedback. We apologize for the delayed response—we only recently became aware of this review platform and are now addressing outstanding concerns.
To clarify, the delivery issue originated with UPS. Since over 120 days have passed, detailed tracking is no longer available. However, a claim was submitted and approved by UPS, which supported the refund issued through your bank. The chargeback was filed on August 22, 2024, and the refund processed on September 4, 2024—within your bank’s standard timeframe.
We responded to emails on the same day they were received, but if anything was missed, we sincerely apologize. It’s never our intention to leave a customer feeling unheard.
We’re committed to improving and appreciate your patience and feedback.
Sincerely,
The IceCarats Team
Best customer service I have…
Best customer service I have experienced. Price was the best I found. Product arrived within the promised timeframe. The one chain was too short (I ordered the wrong size) and I filled out a refund online and immediately printed out the shipping label and had an email confirming the refund. The quality of the products were great and I reordered the chain in the correct length. I used promo codes for both purchases and saved money on both. I wish all businesses were so professional and easy to deal with! Highly recommend.
19 december 2022
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Dear Sandy,
Thank you so much for your wonderful review! We’re thrilled to hear that your experience with IceCarats exceeded your expectations. It is our goal to provide exceptional customer service and ensuring a smooth, hassle-free process for returns and exchanges is a top priority for us, and we’re glad everything went so seamlessly for you.
Happy to hear that your found the perfect chain and were able to take advantage of our promo codes for both purchases! We truly appreciate your kind words about the quality of our products and your recommendation of our company.
Customers like you are why we love what we do, and we’re so happy we could provide the professional and easy experience you deserve. Should you need anything in the future, we’re always here to help!
Thank you again for choosing IceCarats.
Warm regards,
The IceCarats Team
Fantastic Experience
Unlike several of the reviews, my experience couldn't have been better. I ordered a gold pendant that I also saw on Macy's website. The price I ended up paying at IceCarats was $50 less than Macy's. I received the charm 4 days after I ordered it. It came in a very nice box. I forgot to request my 10% off that they gave me for providing my email and contacted them with 2 hours. They refunded the 10% on my credit card immediately. The charm was just as I expected and lovely. Thanks guys for a great product and wonderful customer service!!
29 juli 2022
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Hi Cindy,
Thank you so much for sharing your fantastic experience with us! We’re thrilled to hear that you’re happy with your gold pendant and that you found the best price at IceCarats. It’s wonderful to know your charm arrived promptly and that it met your expectations.
We also appreciate you pointing out our customer service team’s quick response in handling your 10% discount—making sure our customers are satisfied is always our top priority.
Your kind words mean a lot to us, and we’re grateful for the opportunity to serve you. If there’s anything you need in the future, don’t hesitate to reach out. Thank you again for choosing IceCarats!
Warm regards,
The IceCarats Team
Love my new necklace ❤️
I am absolutely in love with my new silver heart necklace from IceCarats. The craftsmanship was pretty good and I love the style. ❤️❤️❤️❤️❤️
26 april 2022
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Dear Keira,
Thank you so much for your lovely review! We’re thrilled to hear that you’re absolutely in love with your new silver heart necklace from IceCarats. It’s wonderful to know that the craftsmanship and style exceeded your expectations. ❤️
Your kind words and enthusiasm mean the world to us, and we’re happy that you love your new jewelry. If you ever need anything else, we’re always here to help.
Enjoy your beautiful necklace, and thank you again for choosing IceCarats!
Warmest regards,
The IceCarats Team
Awesome customer service
Very impressed with the quick help with my order. The agent I was speaking to was very knowledgeable and efficient. Also really quick delivery too. I will definitely buy from IceCarats again soon. 🙌
26 april 2022
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Thank you so much for your wonderful feedback! We’re thrilled to hear that you were impressed with our customer service and the speedy delivery of your order. It’s always our goal to provide knowledgeable and efficient assistance, and we’re glad our team could make your experience a great one.
We truly appreciate your support and can’t wait to welcome you back to IceCarats soon! If there’s anything you need in the future, don’t hesitate to reach out.
Thanks again for choosing IceCarats!
Warm regards,
The IceCarats Team
Bad communication and no product
Placed an order and received an email stating they will get back to me. 10 days later I had to email using their websites form to enquire about my purchase, 2 days later after I received an email saying it was damaged. They offered me 10% off another item but no recommendations to any similar products, there websites filter didn't work properly and it was slow to so I decided against it. Currently waiting for my refund.
11 december 2015
Review zonder uitnodiging
Antwoord van IceCarats Jewelry
Dear Joshua,
Thank you so much for taking the time to provide your feedback, we see it was sometime ago. As of Sept 2024 our team has just accessed this review and even though it was written 9 years ago we do wish to address your experience.
We do wish to apologize for any inconvenience you may have experienced in the past and would love to make things right almost a decade later. We have sent a note to request your contact information so we can look up you order and win you back as a customer in the future.
We understand how frustrating it can be when a website isn’t performing optimally and we are happy to let you know we have since made significant improvements to our website and service processes to ensure a smoother shopping experience for all customers. We encourage you to visit us again if you are searching for the perfect gift for yourself or a loved one. We can also be contacted directly with ease via live chat on our site, through email or phone anytime as we strive to provide the best customer service we can around the clock.
We’d love the opportunity to make things right with you, even now. If you haven’t already if there are any lingering concerns, please reach out to us directly or if your contact information is provided we’ll prioritize your inquiries immediately.
Once again, our sincerest apologies, and thank you for your patience and feedback, which helps us continue to improve.
Warm regards,
Linda
Customer Support Team
IceCarats Jewelry
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