Disappointed by both the product and the service
I returned a ring to Mockberg because one of the stones was visibly set lower than the others, creating a noticeable gap in the setting. Although I reported this immediately after receiving the ring and provided photos, Mockberg considered it to be within manufacturing tolerances.
The defect gave the ring — which cost almost €80 — a cheap and poorly finished appearance. In person, it looked more like costume jewellery than the premium product I expected based on the website and branding.
The return was delivered successfully, and I provided tracking information when I emailed the customer service. However, throughout the entire process I received no proactive updates regarding the status of my return or refund and had to contact customer service repeatedly myself.
When I followed up, I was told the refund would be processed shortly. As of 18 June, I still have not received my refund, despite the return having been sent weeks ago.
What disappointed me most was not just the product itself, but the lack of communication. Customers should not have to chase information about whether a return has been received or when a refund will be issued.
Unfortunately, this has left me with a very poor overall impression of the shopping experience.
Antwoord van Mockberg
Hi,
Thank you for taking the time to share your experience with us. We are truly sorry to hear that both the product and the return process did not meet your expectations.
While we understand that our assessment of the stone setting differed from your own, we fully respect that you were not happy with the ring and therefore chose to return it.
We would also like to sincerely apologize for the lack of proactive communication regarding your return and refund. We understand how frustrating it can be to feel that you need to follow up yourself to receive updates, and we appreciate you bringing this to our attention.
Regarding your refund, we can confirm that it was registered and processed on June 18. However, we are sorry that it took a couple of extra days longer than expected and understand that this contributed to your disappointment with the overall experience.
Your feedback regarding both the product presentation and our communication throughout the return process is valuable to us, and we will make sure it is shared internally as we continue working to improve our customer experience.
Once again, we apologize for the frustration caused and thank you for taking the time to let us know about your experience. 🤎