TrueFacet
Reviews and Complaints

I purchased a Rolex for $6100.00 on 2/12/18 for my wife. I finally just took it for service and cleaning and the second it hit the dealers hand he said it didn't feel right. He put it under a microscope and immediately confirmed about 8 reasons it FAKE! He said it worth about $200. I have called and emailed 15-20 times and ABSOLETLY NO RESPONSE! DO NOT BUY FROM THEM! Ill be contacting a lawyer

I purchased a Cartier Love bracelet from TrueFacet and returned it to them to get it appraised. After waiting many months, I received an email stating that they discovered that the one they sold me was not authentic and that they needed to source another one. Again, after many months and emails with me pressuring them to find an alternative they surfaced with another and didn't send an appraisal which is what I had initially asked of the first one. I got the new one appraised and they ensured me that they would vouch for the authenticity and reimburse me for the appraisal. Once again, months later, I'm waiting for reimbursement for the appraisal. This group cannot be trusted.

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 12/19 and no check. I contacted them and they apologized for not sending the check with my order and promised it would be send on 5/19. 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.

BUYER BEWARE OF TRUE FACET: If I could give zero stars, I would because the lowest 1 star is just too gracious for a company like TrueFacet. I paid them 9k on Oct 14 and the item was guaranteed to deliver by Nov 10. To persuade me to purchase, the agent (Adi B) guaranteed that if his company couldn't get the item from one of their suppliers, then he would order it directly from the manufacturer and deliver it to me by the deadline. This company charged my card at the time of placing the order instead of at the time of shipping (it was not just a pending authorization). They never fulfilled the terms of the agreement. They never shipped the item nor even procured it nor refunded my payment. They lied repeatedly and I had to open a dispute with my credit card to get a refund. When I indicated that I do not trust their company and would like to leave a review so other clients can be forewarned, the agent continued with his false statements and repeatedly said they were acquiring the item "the next day." It is now Dec 2 and "the next day" hasn't yet arrived. I have several emails and documented phone conversations where the TF agent is telling some pretty convincing lies. When I mentioned that there are already many negative reviews online regarding TF, the agent Adi B initially reassured me that the company has changed ownership and eventually blamed his supervisor's false promises regarding my transaction. To say the least, I have no reason to trust or recommend TrueFacet and I have every reason to warn others not to give this company loans in the form of payments for items that they promise (but never will) deliver. After exactly 7 weeks of giving this company the benefit of the doubt, I ended up ordering the item directly from the manufacturer at MSRP, as it was always in stock (TF also lied and said the manufacturer didn't have any stock to deliver). There was no reason for TrueFacet to keep the payment, which essentially turned out to be a 4-week interest-free loan from me to them, since they didn't deliver any service or product in return. It is deceitful companies like True Facet which create a bad name for online sellers. Another detail I noticed and documented is that at the time of checkout, the description for the product (verified by item number) included "original box and papers" and I confirmed with the agent that this meant the original Cartier authenticity certificate. Nearing the deadline of Nov 10, I noticed that True Facet had altered the description of the product with the same item number on their website indicating that it includes only the box. Unfortunately, this looked very shady and the TF agent Adi did not realize that I have screenshots of the item description from the date of my order on Oct 14. Adi tried convincing me that the item was never described to come with the authenticity certificate so for anyone who ordered prior to the editing of the description, the buyer would basically receive an item "not as described" if they were to receive this item at all. I am truly surprised that TrueFacet conducted themselves in this most egregious manner and lost not just one, but many good clients.

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!

Very "nice". Silly me, no one to blame.
I ordered extremely expensive pomellato 18K gold earrings 4, 500 dollars worth, paid in advance (as if I had a choice) and two weeks later they emailed me stating that the item was actually out of stock an that the estimated date of its delivery is unknown. I tried to cancel, but all of my attempts failed.
I changed my mind but can't do absolutely anything at all. I want to get my 4500 dollars back... I feel terrible :(

I placed an order for a yatchmaster Rolex, on Friday. They charged my credit card on Monday and after the fact, they emailed me for authentication. After I have provided them with all my ids and credit card, they canceled my order and when I called they said it was flagged as fraud. If it was flagged as fraud how did they go about and charge my credit card already, when I spoke with Ian from concierge he had no intention to listen or help and confirmed that they do not charge the funds they only hold them. When asked to escalate to a manager, he refused and said that he is a supervisor and I will be told the same. I hung up and sent in the proof of truefacet charging my credit card on the Monday and today we are Wednesday and no credit back was issued. Even though I was promised to get a call back from the manager Rachel which I did not, he also claimed I have spoken with the CEO. No
Help was show and i am Canadian by returning the refund I will be loosing 600$ of exchange rate, that they have no remorse. They fraudelently charged my card and ripped me off, and have 0 customer service to even call me back to discuss the issue. Until now I see no credit on my credit card and I couldn't get the watch either and the transaction is going to cost me 600$ from my pocket for doing business with them, I will defenitly be escalating this issue legally, and reserve my rights to sue for falty and fraudulent business and lack of ethics

I have purchased a watch from TrueFacet website as a present for my husband and two weeks later they contacted me and said that my order was no longer available and said I'll get a refund. I was extremely disappointed but refund was better than nothing. I asked them when will I get my money back but this time they did not reply. I sent another message and nothing! For some reason they stopped answering my messages and there was no way to reach them. I also tried to call but no one answered the phone either. Stay away from them!