Order lost & never received
Ordered a ring (I’m based in Montreal) and my package never arrived. After contacting their customer support, they informed me that the tracking was still showing as pending so I had to contact Intelcom delivery service myself only to find out my package was lost. I informed CC luxury’s customer support of this and asked for their help (in three emails) to which they didn’t respond. Not only did they not help, I requested a refund for my order that I never received and still no one has replied or helped me. Terrible service and I will not be repurchasing.
Reply from shopccluxury.com
Hi Farah, we’re very sorry to hear about the shipping delays that you are experiencing. Your package was shipped out promptly and handed over to our shipping partner on September 5th. As noted during times of a sale, processing can take a little longer, but once a package has been given to the carrier, delays are unfortunately outside of our control.
We did reach out to Intelcom and have opened a claim with our shipping partner to either locate your package or receive confirmation that it is lost. Until the carrier confirms a package is officially lost, we’re unable to resend the order. This is because there is still a possibility that the original package will be delivered, and sending a replacement before confirmation could result in duplicate shipments. Once the carrier provides confirmation that the package is lost, we will absolutely resend your order as communicated via email.
Please know that we responded to your emails within our 2-business-day policy. For future orders, we also offer shipping insurance at checkout to give our customers peace of mind in these rare situations.
We sincerely apologize for the frustration this has caused and appreciate your patience as we work with the shipping carrier to resolve it.