Reply from KosinerjewelryJul 4, 2026
Dear Nina,
Thank you for taking the time to share your feedback, and please accept our sincerest apologies for the frustration you've experienced. We completely understand why you're upset, and we truly regret that our response came two days later – that was not up to our standard, and we should have done better.
To be transparent with you, the delay in our reply was due to the way our customer service system prioritises emails: we respond to the oldest unresolved tickets first. When you sent additional follow-up emails, your thread was automatically pushed to the top as a "new" activity, which unfortunately moved it to the back of the queue each time. As a result, we didn't get to your case as quickly as we should have. We sincerely apologise for this oversight and are already reviewing our workflow to prevent this from happening again.
We also want to explain that our warehouse ships in-stock orders immediately upon placement in order to get every customer's package to them as quickly as possible. In your case, because your order was processed and shipped promptly, we were unfortunately unable to make changes or combine items after the fact.
That said, we hear your concerns, and we'd like to make things right for you.
We are reaching out to you directly to confirm this arrangement, and we truly hope this resolution shows you that we value you as a customer. We are taking your feedback seriously and will work to improve our response time going forward.
Please let us know if this works for you – we're here to help.
Best regards,
Kosiner Jewelry Team
