Allurez review: Diamond and opal bracelet

I ordered a diamond and opal bracelet for my 13th wedding anniversary from Allurez.com (order 75328). This item was very late and was not to my satisfaction and returned in its original condition in its original packaging. I have still not received a refund and Allurez has been stonewalling me and has both my money and the bracelet and has been unresponsive to requests to resolve this matter.

Details are in the attached documents.

Allurez currently has both $6664.39 of my money and the bracelet as of the time of this complaint. I would like a full refund for the item. They absolutely cannot keep both my money and the bracelet. There were 2 primary reasons I wanted to return the bracelet from Allurez (order 75328).

1) The item was not as described. The weight of the opals for 7" was advertised as 22 opals weighing 13.2ct. I ordered a longer 8" version of the bracelet which included 27 opals which should have increased the weight to 16.2ct based on the website description, but the opals weighed just 6.75ct (6x4mm 0.25ct each x 27 opals). From their website: https://www.allurez.com/bracelets/gemstone-bracelets/diamond-and-oval-cut-opal-tennis-bracelet-14k-rose-gold-13.62ct/pid/69346/53

But the 6x4mm stones (sold separately on their website are only 0.25ct). It means they are claiming the weight of the stones is actually more than DOUBLE what they actually are. Complete misrepresentation.

https://www.allurez.com/oval-shape-natural-opal-gemstone-6x4mm-0.25ct/gsid/1675482

2) My wedding anniversary was on Aug 8th, and I ordered since the website said it would be sent to me within a week. Ordering on Jul 22nd, they had 17 days to deliver. I received the item on Aug 22nd a full month after I ordered, well past the promised date and my anniversary. Because of the lateness, I had to find an alternative anniversary gift and no longer needed this one. Had it been as advertised, I might have considered keeping it as a future gift, but because of the deception, I wanted to move because I did not believe the item was worth what I paid. (below)

Important dates (I have email copies of the exchanges below):

July 22nd - I placed the order and they charged my AMEX. Many times companies will place a hold until the item ships, but they fully charged my card on July 22nd.

July 24th - I inquired about the opal weight and they assured me about the specs on the website. They assured me the weight for 22 opals was 13.2ct and for the longer bracelet would increase proportionately and would not deviate significantly. This turned out to be false. (below)

Aug 1st - I inquired about shipping, they were still working on it.

Aug 9th - I again inquired, and they told me the jeweler was pushing to have it overnighted that day. This turned out to be another lie. (below)

Aug 16th - I again inquired about shipping, They still had no date. At this point, I asked for them to cancel the order and they informed me that they couldn't cancel it because according to their policy, I'm only allowed to cancel within the first 24 hours of being placed. I informed them I would return it when I received it because it was no longer needed.

Aug 22nd - I finally received the item (UPS 1Z974E88A216011041), opened the box, took a picture (below), closed the box, put it back in the exact packaging it shipped in, and requested an RMA. There was no documentation or invoice included with the item, which I found very odd as every other jewelry Item I have purchased included some sort of documentation.

Aug 23rd - I received the RMA and followed the instructions. I printed the UPS label and dropped it at the UPS store.

Aug 25th - The item was received by Thomas @10:44am at Allurez. UPS 1ZTYZ988A408038035

I have emailed, chatted, called their customer service asking for a refund. Most of the time I get no response at all. I’ll get stories that say all refunds are being processed today. Again, another lie.

There is never a response from the finance department and I’ve been trying for weeks to close this matter. I’ve talked to this person and there is no other number or contact they can provide to resolve the matter.

As of Nov 28th, I have cases open with the BBB and my credit card company to try to get a refund. Allurez is completely unresponsive and they continue to have my money and the item. I have documented evidence of the item I received as well as my communications with Allurez and them lying to me about the item, shipping, and the refund.