TrueFacet

It's been over a month - only one response to an email, 800 support number hangs up after being on hold for 5 mins- every 5 minutes no matter how many times. FedEx label and tracking supposedly done and emailed and then after 5 days cancelled. What a joke - can't even tell of the merchandise is good since I can't get it delivered

These must be fake reviews. Strongly urge you to review the list of complaints that have been filed with Better Business Bereau (BBB), so you can see what a fraudulent company this is. They will defraud you in some way; whether it's not sending correct / genuine watch / not making refund payment / not sending payment for your watch if you are a seller.

DO NOT USE THIS COMPANY!

Truefacet is a SCAM! I bought a Cartier watch from them online, paid by credit card. They didn't charge me sales tax which should have been my first clue that it's a scam (they don't want to get into trouble with the IRS for not submitting the taxes collected). 3 days later, they told me that the watch is not of good quality and that they can't sell it to me, and will issue me a refund. I responded and asked for a replacement watch. 2 days later, they responded that the 2nd watch isn't available, even though it was shown on their website for sale. Few days later, I didn't get the refund, so followed up with them. They said that they have issued the refund but if I don't get it, I should file a claim with my credit card company. REALLY! They are onto something for sure. I contacted my credit card company and filed the claim. Couple of months later, the credit card co ruled in my favor and issued me a permanent refund. I am not sure if they have collected the money back from TrueFacet. I hope they did. This company should be shut down. I've read several cases like this from other buyers as well. DO NOT BUY THEM FROM TRUEFACET!

Fed ex requires someone to sign but never came on delivery day and next day just left it at the door. No signature. I sat a whole day waiting to sign :(

They said due to weather it was delayed but we had a little rain.

I purchased a ring from TrueFacet on 11/19 and have struggled to get an update on where my order is and if it's being shipped to me at all. It's now beyond their 3-7 business day process/shipping timeline, and I haven't received an update.

I've called their customer service number multiple times during business hours and haven't gotten through to speak to anyone, which is suspicious. When emailing the company, I haven't received a response to my last two emails over four days. My advice if you're considering buying from this company, run and go to a more reputable marketplace.

Transaction went smoothly. Delivery timing was good. Watch received was as described and very lovely. Would definitely do business with again. Thanks very much.

Very similar negative experience to others that have posted. Ordered a Rolex and my charge through AFFIRM was processed immediately that's when the communication ceased. After weeks of asking about shipping and then being told that a finish was being applied "after market" I still had not received any follow up. Finally after more attempts than I can say I received a message saying they no longer want to hold my order and will process a refund within in 3 to 7 days. Please understand that I had already processed two payments of over $1300 each to my credit card and a third one is looming. The excuses ran from oh it's been processed to our new system doesn't work that way anymore. Ironically, they were able to take the money from that system, but weren't able to process a credit, I told them I would pick another time piece and never heard a word from them and demanded a refund once again which I was told just wait it was processed this has gone on since May. My most recent communication after reading the negative complaints which are near duplicate of my problems from the Better Business Bureau, they told me that their system doesn't process things that way and that I should file a chargeback. We are now into August with no refund,no product and no replies, and I have been forced to open an investigation through AFFIRM which I have used before with great success. I am hoping they will handle this and refund my money and cancel the loan of $15,000. This should've been so easy and I was so willing to re-select. This is a true customer service experience. I find it hard to believe the positiveones are accurate or that they would do this to a paid customer.

Please do not "attempt" to buy anything from TrueFacet. They do not have the merchandise they offer on the website. I tried to purchase a Cartier love bracelet they show as available on their website. They charged my credit card for over $10,000 in the first week of May 2023 soon as the order was placed ( not like other companies when the order ships). When I still did not receive it by mid July 2023, they said they will refund me by check. When I said you took payment in the form credit card and I want it refunded on my credit card, they said it was a delay in their accounting dept. They told me it would be better for my to ask my credit card company for a "chargeback". I have all emails to prove this. After they took payment on my credit card they would no longer accept phone calls from me. I had to put a dispute in with my credit card company. I just got my refund back on Sept 18,2023 because they would not respond to my credit card company requests after multiple attempts. Basically, what they did was use my over $10,000 from May to September 2023 for their own use without paying any interest to me or incurring any penalties. After reading this review, if you still decide to make a purchase. You are a fool!

So I was waiting for truefacet to make things right to leave a review (and maybe I will update my review once they do) but I have two emails out to them to issue my refund and still have not heard back from them. I ordered a watch on March 15th and was told that it would take 3-7 business days.I have since been lied to and toyed around with saying my order would be shipped out "by next week". This was almost 4 weeks ago! Finally last week they tell me that they got the watch and it is not in working condition. At this point I am LIVID. They tell me that they can either issue a refund or try and source me another watch. Since I missed out on the opportunity on a few watches that have come my way, I decided to give them another chance to make this right - well this morning I have another chance to get another watch but need a refund from TrueFacet in order to purchase this other watch - I emailed them twice already today and have not heard a thing. They have lied to me and toyed around with me for almost a month now after I trusted this company wholeheartedly - I am BEYOND disappointed and angry and am afraid I am out of almost $3,000

Sols a $******* ring in March. No payment as of 8-5 or hope of payment just excuses.Similar issues reported by other sellers and buyers

On 4/21/2023, I purchased a watch from Truefacet for $19,025.04. I decided that I did not want that watch so I canceled that order and purchased a different watch from them instead for the price of $24,652.80. TrueFacet sent me an email that the refund was issued on April 27 and that the refund was processed back to my card which was my ATM directly attached to my checking account. After 4 or 5 days, the money still was not in my account, so I contacted the company support asking what the issue was. On Monday 5/8, I received the following reply, "after checking with the bank, our accounting department has notified us that due to the upgrade of our payment gateway method, the transaction was declined into your original account. They will be sending you a check tomorrow for the amount of $19,025.04." On Wednesday 5/10 I still had not received word from them that my refund will be sent. I contacted their customer support again and was told to be patient the money was refunded to my account. Since they just told me they couldn't refund the money directly to my account, I knew they were giving me a run around. I was then told on May 12th that the check would be sent to me on 5/15. When the check was not sent out that day, they promised it would go out with another order I placed on 5/18. I received that order on 5/19 and no check. I contacted them and they apologized for not sending the check with my order and promised it would be sent on 5/22. I just got another email from them stating "Our accounting department has notified us that there was an error in the check and wrong amount was added on it. We are writing a new check for you and getting it signed by our Manager. Unfortunately, a close person of the Manager passed away today due to which he is not currently available in the office. We would highly request you to wait this week for the check to be ready". It has been a month since I was promised this refund and I keep getting excuse after excuse for them not to give me my money back. Not the way a legitimate business operates.

Received a watch without promise Authenticity certificate. The watch did not function properly and after further examination did not appear genuine. I returned watch after a delay on THEIR part. I was charged a $500 restocking fee. Needless to say, I give this company the lowest possible rating and would not do business with them under any circumstance. Will update once complaints filed with BBB and New York AG offices are resolved.

My bf and I order 2 love bracelet from TF on Aug 3rd, 2021. It has been 9 weeks we still haven't received it. I called them every week and they lied about the delay and lead me on the whole time. Due to the delay, Adi assured that they will order from straight from Cartier and will ship it out within a week but still NOTHING. Very disappointed with their service. After 9 weeks of waiting, they suggested me to cancel my order to get a refund back. This will be my first and last to buy from this company. Please be aware and stay away from this company. Very dishonest and unprofessional.

Currently Truefacet is holding $6212.00 of my money and will not refund me or send another piece of jewelry for my money. This has been going on for about 6 weeks total. I purchased a necklace and after over a week of waiting was told the item was no longer available. Their accounting department issued me a credit memo but I never received my money back. I then ordered and paid for another necklace. After a week I was told that item was no longer available. A week later I was issued another credit memo from their accounting department. The money never came back to my account. I was then told that they no longer used that payment platform so in order to get my money back I would have to file a claim with my credit card company for both items, $6212.00 total. I asked to just simply apply my money to another necklace I would like and now they have stopped responding to me. I email them multiple times a day. I have called and after 15 minutes it hangs up on me. I have done business with them multiple times in the past and have never had a problem. Now I am threatening an attorney. What a bunch of BS.

Bait and switch company. I bought a watch over 2 months ago. I was charged right away then sent the wrong watch weeks later. They tell me this story that there was a mix-up, and that they sent my watch to the wrong customer, therefore I got the wrong watch. Okay, I send the wrong watch back the day I received it, within the hour I get the return label. Once I send the watch back radio silence.

After a week of not being able to get a hold of them, I threaten legal action. They get back to me saying the customer who received my watch sent my watch back a week later and had damaged the watch. Okay, the story seems a bit farfetched. But, then they are trying to charge me $2,000 more for my watch. I tell them that it is ridiculous and ask them to get that from the supposed customer who damaged my watch. They "graciously" decide to waive the 2k, and it has been over 2 months, and I still do not have my watch. All this time they have my money on hold.

Then, they tell me after I threaten them legal action again that they got my watch and will send it out. Nothing gets sent out, radio silence. Then, I threaten them again and they tell me the brand new unworn watch I ordered has a loose screw in it so they need to do a overhaul. How does a brand new watch need an overhaul. I get very suspicious and ask them to send me a picture of the watch, just to make sure they actually have it. They tell me they will send me the picture right away. They never do. So they have over 20k of my money for months now, and I have no watch.

Even the advertisements of their reviews are false. On the site they say they have five stars on Trustpilot, when you actually look at the review they have a 4.4 rating. A 4.4 rating might be considered high, but that is incredibly low for a jewelry seller, especially when they advertise 5 stars. After doing my reserach this story of getting the watches mixed up is a common story they have for many frustrated customers.

They advertise Watch A and send Watch B, hoping the customer does not notice. I have been buying high-end luxury watches for about a decade and I have never had such a terrible experience as this one. I am going to be pursuing legal action for damages as it is within my right in the state of New York, possibly even class action.

Update: after days of bashing TrueFacet on Social Media, they paid me for the sold watch. (The Breitling) Now we just need to resolve the issue with my Rolex they have. They say they will return it. Let's hope so.

Oct 3rd 2022- confirmed thru email my request to to sell 2 watches on consignment (one Rolex, one Breitling) via True Facet Concierge, sent watches in via provided Fed Ex Label
Oct 31 2022- requested update on consignment status … was told they were lagging behind in posting due to the busy holiday season (holiday season in October?)
Nov 2nd 2022 - watches went live on website
Jan 18 2023- sent email requesting update on sale of watches - was told to give it a while longer, it can take a few months to sell ( uh- it's been 3 months already)
June 6 2023 - I check TrueFacet website and discover the Breitling was sold! Sent an email asking where is my payout? Immediately requested the Rolex be returned to me.
Aug 3 2023- again emailed inquiring about my payout for the sold watch and the return of the Rolex as previously requested. True Facet replies (and I quote) "apologies for the extended delay with your payout but I can assure you that we are making an all out effort to have checks finalized as soon as possible as we navigate through internal matters. We have every intention of paying you and truly apologize for this delay since we have never run into such a matter before this. I will update you before the end of the week as to where we stand with payouts."
Aug 25 2023 - inquired again on the status of payout and return of 2nd watch. Was told "we have resolved our underlying issues that were causing the delays and will have a check sent to you before the end of next week."
August 28,2023 - sent another follow up to True Facet. Was then asked "Would you prefer to have funds sent via Paypal or check? (Uh …. Hasn't the check been in process since June?)
Aug 28 2023 - was instructed to "Please send and invoice from your Paypal account to *******@truefacet.com" which I did, but was obviously another stall-tactic.
Aug 31 2023 - emailed again demanding payout and return of unsold property
Sept 5 2023 -emailed again demanding payout and return of unsold property (they asked if I had emailed the PayPal request as instructed …. Uh, yes!)
Sept 8 2023 - emailed again demanding payout and return of unsold property (no reply)
Sept 11 2023 - emailed again demanding payout and return of unsold property (no reply)

Truefacet sent a different $7,000 Rolex watch that I ordered in early February. I returned the watch the same day that it arrived. They said that they would find the one that I ordered and exchange it, but after many days, emails and phone calls about finding the watch that I ordered, I gave up and asked for a refund. They agreed but didn't update my order to show that it was refunded, just an email reply from a representative and the charge still remained on my credit card for weeks. To their credit they did reply to my emails, but always with "it takes 3-10 business days to show in your account...". After 2 weeks with no refund an 3 weeks after they received the return, I had to dispute the charge with my credit card company to avoid paying interest on a $7,000 watch that I returned 3 weeks ago. My credit card credited my account today (3/23/2021). This was supposed to be a special watch for my birthday, but instead of enjoying a watch that I saved up for months to finally purchase, I ended up on the phone with yet another customer support call on my birthday. My advice, pay a little extra and buy from a reputable company.

I sent my Rolex watch with diamond dial and diamond bezel as a trade-in for another Rolex on April 18,2023. After much back and forth on the value of my watch, I ordered a pre-owned Rolex watch on July 13,2023. They have kept my watch but not sent me the watch I ordered. They do not answer the phone, have not replied to repeated emails, certified letters sent to their address are not deliverable. I have filed complaints with my local police department and the FBI (https://complaint.ic3.gov/#). While I hope I can recover my property, I want to help others avoid my experience.

Update December 11,2023: With the assistance of the NYS Consumer Protection Agency I was able to get the wholesale cash value of my watch returned to me. Beware that they will ask you to send an invoice and pay you via PayPal. The reason they want you to send an invoice is so that PayPal will charge you the transaction fee rather than them. I was able to talk with PayPal customer service and they reversed the charges. My demand letter that I sent showing that they had taken my watch illegally and demanding it's return was the documentation I needed to use with PayPal. So these are the steps that worked for me

1. Send TrueFacet a demand letter for the return of your watch or the agreed upon cash value of the trade-in.
2. Contact your local police department to file a theft report.
3. File a complaint with FBI office for the southern district of NY
4. File a complaint with the NYS Consumer Protection Agency.
5. Once they promise the NYS Consumer Protection Agency that they will pay you by a certain date. Follow up by email to them for your money

BAIT & SWITCH. Stay away from this company. I purchased a watch on their website. I received the order confirmation and expected to receive the watch shortly. When I received no other communication, I emailed their support. They wrote back assuring that the watch will be shipped within 7 working days. When I still did not receive any other confirmation and emailed them, they informed me that I have to pay more for the watch or they will not send to me. Then they tried to convince me to buy another watch. Extremely unprofessional and dishonest. STAY AWAY!

Earrings were just laying in a box and not secured. They obviously rattled around and bounced off each other in shipping. One post was broken off the back of earring as a result of this.

I never received the watch that I purchased that they told me it was sold to someone else

I have to say, as a seller on the site true facet is NOT a good site to sell on. I sell on many other sites and get paid right away or on the exact date that is promised to be after shipping an item. First, when I started selling they told me the commissions were around 8-10% however later I learned they were charging me around 15-20%. They asked for the paperwork I signed when I started selling with them and I told them they never asked me to sign anything. I was told this over the phone. I recently sold an item that was around $3,000 (after fees). You are supposed to get paid 14 days after the customer receives the item. I waited and was never paid. When I contact support (the first time) it took about 3 days to even get a response. They then tried to tell me because February was a short month I would be paid on the next payout date which was the 15th (WAY PAST THE 14 DAYS). The 15th came and still no payment. Sent another email (since no one answers the phone) and they said they would look into it. Several days later STILL nothing. I finally had to send multiple emails and threaten to hire a lawyer because miraculously finally getting paid. I took all my items off of their site and do not plan on selling with them ever again. I sell on multiple platforms and never have experienced such a delay in payment as well as resolve with any issue. I am very disappointed as they seem like a very big company but they do not have it together as far as payments go. Do not recommend.

When I received the watch- I had to have the battery replaced- 125.00. Watch was not running. Thank God the watch was in good condition though and authentic.