Some issues on website but great customer service
I ordered a pair of earrings on the website. After approximately 2 weeks, I had never received any shipping information or an estimated delivery date. I sent two emails to the company a day apart and they weren’t answered, at least soon enough for me. There is no phone listed on the website so I had to google it. When I called in the operator was very pleasant and polite. She passed me over to a customer service rep, Susan, who looked up my order and told me that item was out of stock. Obviously unacceptable for a Xmas present. Susan got creative and asked if I could give her one day to try to resolve this. The next day as promised, Susan called me back to let me know that she was able to get the earrings pulled back from the Amazon warehouse as they sell there as well and that the earrings would ship out that day. I received the earrings shortly thereafter. So, the website could use some tweaks to tell the customer if an item is in stock as well as an estimated delivery date, especially during the Xmas season. A customer service phone number online the site would be nice as well. The good news is that everyone I dealt with from the operator to Susan were great to deal with. Kudos to Susan for coming up with a creative solution and communicating it back to me as promised. Oh and the earrings are absolutely beautiful! My wife will love them. Every company/vendor that you deal with will eventually make a mistake. Nobody is perfect. What distinguishes the mediocre ones from the exceptional ones is how they respond when something goes south. Gin & Grace has shown me that they are an exceptional company to do business with.
By Todd