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Am I your beloved customer? Pink and white diamond necklace disgrace...read on
On 25/11/20 my mother ordered, as a surprise for me, the 0.15ct Pink & White Diamond 9ct White Gold Swiss Set Heart Pendant 50sm necklace because of our family's long connection with Rio Tinto. It took Mum six months to pay it off and then she posted it to me, because as she says 'you don't send a gift before you pay for it'. My mother is a Blind Pensioner from a remote mining town in WA. I live in Victoria. As she listened to the lengthy advertisement on tv, it described the pink diamonds as rare and that the mine was closing soon, never to re...open. Mum received the necklace soon after paying the first instalment, apparently thereby commencing TVSN's 30 day return period. Mum sent it to me in its original packaging, with all of the paperwork (tax invoice/receipt and certificate of authenticity) so that I could insure it. I received the necklace from my mother not long after she'd paid the final instalment. She'd paid in total $1427.05 out of her pension over the six months. On opening Mum's gift, in it's complete original packaging, including the postpack bag and the invoice, I was horrified to see what mum had purchased and how much she'd paid for it. The necklace was obviously a very cheaply made piece of jewelry. A molded setting with an extremely fine chain. The 'pink' diamonds were barely distinguishable in colour from the 'white diamonds', they were so pale. I touched the chain and the pendant, while still in its packaging to examine the piece, pretty shocked by how flimsy and cheap it looked for the $1400 mum had paid for it. I hold Power of Attorney for mum and so rang TVSN immediately to complain. It was 21 May 2021 and I spoke to '[Name Removed]', who was very nice. I explained about the situation and that Mum, being a disabled Blind Pensioner, would never have ordered and paid off the piece had she been able to see it. [Name Removed] consulted a superior, came back to the phone and said that this sort of situation was common amongst their demographic of customer (!) and that even though the 30 days had lapsed, the usual allowable timeframe to return anything, to return the piece in its original packaging, their jewellers would examine it to make sure it hadn't been worn and then they would provide a full refund. [Name Removed] warned that it may take 30 days to process. I sent the necklace back and heard no more about the refund. I therefore rang TVSN again on 23/6/21 at 3.43pm and spoke to a '[Name Removed]'. I explained the situation so far and he looked up the order/invoice number. [Name Removed] said the according to their jewellers, the necklace had been worn, there were no tags, it was outside of the 30 days and therefore there would be no refund and that the necklace had been mailed back to mum on 11/6/21. I advised [Name Removed] that the necklace had not been worn and that the tags had not been removed! I questioned [Name Removed] further about the necklace, he advised that it was made in India. I also asked him how their jewellers examined items to see whether they'd been worn, he advised that he didn't know. I told him that I was disgusted that TVSN would exploit an elderly Blind Pensioner and would be taking the matter further. Approximately a week after this call, Mum rang me tell me about what had happened that day regarding the necklace. A friend of Mum's had found a plastic postpack in the middle of the street outside of her house, at nightime and it had been run over. The packaging was torn and had tears in it. When Mum was taken to the Post Office in town the next day and reported what had happened, they looked in their book and advised that TVSN had not instructed them to bring it back to the Post Office if Mum was not home. That has been Mum's standing instruction to TVSN, often repeated as she is a long term and regular customer. This is due to thieves in the area. Mum opening the package along with her carer who was there that day and noticed that the elastic holding the necklace had been cut. It appeared as if it had just been bundled back together and posted back to mum without care. Mum then rang TVSN several times and was met with uncaring and disinterested responses. She never received any return phone calls from a superior as requested. She then received a TVSN marketing email (read to her by her visiting home help carer) addressing her as 'Beloved Customer' which she found to be ironic given what has transpired! Mum says that what she hates is the lying and the disinterest by TVSN as soon as they have your money. She says that they only love you when you're buying.
Happy customer for 7 years
I have purchased from TVSN for 7 years. Great products with Speedy delivery. I was also impressed with a recent refund of a product within 2 weeks back into my account. Highly recommend shopping with this company.
No response to a request for a replacement of a faulty item
PLEASE NOTE - my normal rational thinking has been highly affected by my recent chemotherapy treatment for breast cancer and I am guilty of blaming the wrong company for a faulty item. My sincere apologies to TVSN, who are in no way responsible for the lack of response from the other company. As I start 5 weeks of radiotherapy treatment, I feel much relieved to be writing this letter of apology knowing that my chemo brain hopefully will perform much better in the future. Thanks to TVSN for responding so quickly.
This is the first time I have ...contacted TVSN and asked for a replacement of a faulty item. I contacted them through their website twice, and have had no response. Very disappointing and will make me reconsider before buying from them again, as we need responses reasonably quickly to enable customers to use the item. Not good enough TVSN.
Dodgy service, poor communication
Purchased 2 tv's , the first one was delivered and when turned on had a red vertical line down middle of creen, after back & forth with tvsn & ayonz & getting all the photos of the fault i finally received a RA number, then was told by tvsn that it would be picked up by courier and the replacement would be dropped off. Have rung to confirm that this is happening today and told no, i have to wait until it is back in there warehouse to confirm(so whats the point of the pics to ayonz?), now it will have to go from brisbane to sydney, then the replacement can get sent, this would going on current history be weeks, so tvsn you can refund my money and keep the faulty tv, why am i the one that suffers from a faulty product being sent.
Returns on clothing
I returned an item of clothing. There is no chance when purchasing clothing online to know if the size will fit or look. I have since return this and have been informed by customer service they will not refund return postage for change of mind purchase.
This wasn't a change of mind purchase, It did not fit.!! Postage was expensive. Never again TVSN
Warranty is not worthy of anything
I bought a ring set from TVSN in July. One of the stones fell out by January and I returned them for a refund (as per the advice of the customer help line). After a month of nothing my rings were returned to me today with a letter saying they had been worn and didn't deserve a refund. I called the customer phone number again and they agreed it didn't deserve a refund. My rings had a one year warranty, what is the point if they decide you aren't worthy of a refund or replacement??? I will lodge a complaint with the ACCC as they aren't withholdin...g consumer and statutory rights as listed by law in Australia. This was my first purchase and definitely my last. Update: Within hours of posting this I was contacted by a TVSN representative and offered an immediate refund. It probably wouldn't have happened if I didn't post here.
Ordered Aussie Wool Comfort Bedding set but had change of mind and cancelled. Got confirmation that order was cancelled from TVSN. Surprised that item was delivered and left at my door. Contacted TVSN to inform them, got told as it was a couriered item (even tho' delivered by Aus Post) a courier company would be in touch to arrange for pick up. Nothing for over 3 weeks so contacted TVSN again, I then received email from Aussie Wool Comfort direct who send me a return label, I returned the item direct to them the next day and informed the co...mpany. Got return received emailed who told me TVSN were informed. I am still getting part payments taken from my account, I called TVSN and got a woman who was not interested and all she could say "when we get the return we will refund", even tho' I had explained all of the above. I got so frustrated and did raise my voice as I was getting no-where. I have been emailing TVSN almost daily and have asked for a manager to contact me, I have got NO response whatsoever, I am a Platinum for life customer and have spent thousands with this company....no more, I am returning all recent items and cancelling my account. I am extremely upset, angry and appalled by TVSN and their lack of support and customer service.
Can't get past customer care for information
Purchased a ring which within 3 weeks the rhodium plating was coming off so returned it as faulty. 2 emails unanswered and 4 calls to customer and noone can tell me where ring is. Keep being told it is being assessed and they will let me know. No ring and no refund. This has been going on for nearly a month.
Great customer service!
We purchased a 65 inch Philips TV from TVSN. The purchase process was quick and easy postage was fairly priced and extremely quick. When the TV arrived it had a tiny bug between the display panel and the front glass panel. We lodged a warranty claim with them but Philips rejected it. We escalated the claim back to TVSN who agreed to have it returned at their expense and gave us a full refund! Staff was always friendly and helpful. Highly recommend TVSN and AVOID buying a new Phillips TV! Poor design!
TVSN - Appalling service and customer support
I ordered a Dyson Vacuum cleaner V11 on 8 Dec and as the item had not been delivered followed up with the CSO team who were not only unhelpful, but refused to put my call through to someone else who may be able to assist me. According to the CSO, apparently once the product leaves TVSN it is no longer their responsibility and TVSN does not provide any further support. I then confirmed that as I had not received my goods, I cancelled my order for non-delivery and was informed by the CSO that I could not do this. Apparently I have to physi...cally return the item which I have not receive - which is clearly impossible. I note that I paid for the delivery charges levied by TVSN on the Dyson. I will now order the same item from DJs and have it delivered tomorrow free-of-charge, that is the service I expect. Do NOT get sucked in by the presenters or TVSN's promise ( misleading in my view) that you will get a full refund or indeed that TVSN provides ongoing customer support.
Refunds take forever
TVSN's refund times are the slowest I have ever experienced for on-line stores. It's been nearly a month since I returned an item. I enquired about my return and they said it hadn't been received. I had to waste my time enquiring with Australia Post who confirmed it had been delivered. I was then told by TVSN that it could still take up to a month before my refund is processed. What a joke!
Beware of trying to get a refund from this company under your Consumer Rights under Australian Law for a faulty product if their 30 day money back has expired. It's virtually impossible unless you persevere and fight for your rights!
Disappointingly slow returns and refunds process, mediocre customer service
I have been ordering jewellery, clothing and shoes from TVSN for the past 24 months.
Delivery of goods ordered is prompt and good.
TVSN is good for some products like their coloured gemstones jewellery in terms of range, designs and pricing. They are less competitive and do not provide sufficient details when it comes to other items of jewellery like diamonds. Clothing sizes can vary greatly depending on the brand and frequently do not fit and have to be returned.
More recently, their quality control seems to be slipping. Several items I ha...
I returned shoes as I was sent 2 different sized shoes. I clearly marked this on my returns slip. I noted would still like the shoes in the correct size. I also emailed requesting they refund the postage (theirs & mine)as it was their error. I waited a month and no further reply. My part payment was refunded less their postage. I was made to feel like a liar & was told they sent me the correct size. There is no complaints area in TVSN!! Very poor customer service especially to a long standing customer. I've worked in customer service for 40 yea...rs & couldn't believe. I have always loved TVSN & their staff. Obviously poor management & their policy/guidelines nedd a revamp perhaps. Funnily enough when I called them last I was told they had a size 10 returned if i still wanted them. I laughed as these were probably the 2 different sized shoes I returned. I will never order shoes from them again. This whole experience left me feeling stressed, frustrated & very disappointed. I suggest all complainants should also advise Dept of Fair Trading.
Missing Product- numerous emails - no result - nada
I ordered and eagerly awaited my Eve Pearl Delivery for the concealer with brush. I received and checked the delivery - no brush. I emailed directly, and was told it was being investigated. It's been over a week now, and I have followed up 4 times, only to be emailed the same standard response. Not good enough TVSN! Not happy Jan. This has left a very bad taste in my mouth and I will not be ordering any further if this is the standard of customer service, for someone that has been in the industry 20+ years, this is atrocious customer service from what I thought was a well regarded organisation.
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