Direct Shopping Network Complaint - Order With Caution And Start With Lower End Items To Make Sure You Get Them!
ILLINOIS -- I first shopped with DSN in 06 -07 and bought a few things that for the price were nice and I had no real complaints when received. One of their loose gemstone shows for Columbian emeralds (I am a gemstone collector) I had a hard time making up my mind between 3 stones, so the sales operator said "order all 3, you can return whatever you don't want as long as its not a final sale". So that is what I did. Their shipping takes forever just as everyone complains, but they charge you immediately! Stones finally arrived, all 3 were nice and I checked them for clarity and genuine natural vs. lab created and then took to a jeweler friend who checked for me and reported they were natural and untreated except for oiling. Kept the one I liked and sent the other 2 back within a week vs. 30 days, Fedex 2nd day insured.
Took a month of phone calls and a lot of threats to get my refund but finally it showed up on my credit card. Months later when I wanted to order a pair of earrings they told me my account was blocked for too many returns. I was furious and told the operator that of 10 items I had bought to date I only returned 2 because I could. They told me to complain to customer service.
Calling their main business number or customer service is a joke.. rarely do they ever even pick up and answer. I gave up after a dozen tries over a few months.
2 months ago they had a yellow Mosambique Cuprian, supposedly copper bearing in a nice setting at a good price for the size, clarity and the setting so I ordered 1 in white gold and 1 in yellow gold. I called in as a new client and used my same name but gave them my business phone number and they set me up as a new client no questions asked. My intent was to keep intact the one I liked the best and remove the stone for my loose stone collection and use the setting for another stone. The sale also included the gemology report noting they were copper bearing and Paraiba Africana.. Never got the certificates and have never been able to get through to customer service after dozens of tries. I've tested the stones and they are tourmalines and they are yellow, nice cut and clarity but there is no way outside of expensive testing to prove they are copper bearing. So if I sell I can only advertise them as Mosambique Tourmalines/Yellow.
During their reduced price sale I ordered a number of other items. The Mogok (Burma) Ruby earrings are very nice and the diamonds are not VVS - VS, they S1, but they are nice color and eye clean, they are well made with screw backs but again I was suppose to get a certificate of origin due to the rarity and blockade now of Burma rubies and nothing came with the earrings other than the NON Refundable sales receipt, and of course no one ever answers any of their phone lines. Other items arrived and were basically what I expected but what annoys me is that they charge immediately and it does not come in 7 to 14 days as they state it took all my times a month and a half or MORE to arrive.
People complain that things arrive much smaller than they are on TV... all the shows that sell jewelry and gemstones do this.. you have to remember the cameras they are using give a very false idea of what something is, that is why I tell the person taking my order to ask the show host to "put it on".. that will give you a good idea of size.
One of the first items I bought back in 06 was a multicolor sapphire bracelet. I have no complaints other than they cold have made sure all the blues and pinks and other colors all matched each other better, I had my jeweler take out the links with the pale stones. 2nd time I wore the bracelet it broke at the link connection between stones. Call and send back for free repairs.. WHEN PIGS FLY.. these people NEVER answer their phones except the order lines when they are on the air.. I took to my jeweler who fixed it and checked the rest of it and fixed where needed for $25 !
Lastly when I ordered a number of items in the same week this time around, when I called and finally got someone to check on where all my orders were I discovered one item they showed as cancelled. I argued with them that it was not cancelled but it do no good they were sold out. I told them to credit my account, the person that was checking my account said I was never charged, I told him I had my CC statement in front of me and they HAD charged me. Took 4 more phone calls during show time where I demanded they look into it or I would sue them.. 6 weeks later they finally credited me back for the order they cancelled on me, claimed never existed but still charged me for the night I ordered.
It will be a long time before I consider dealing with this company again after reading all the complaints and my experience with them.