Intrinsic Trading — Local services in Cedar Park

I've ordered from this business a few times over the years (2 or 3 times total, I think), and as long as everything goes well, it's fine. The product is good quality -- for the most part (their sunstone beads are some of the best I've gotten for the price).

My recent order, they shipped me the wrong strand of beads (the mistake was a bit fishy, but I gave them the benefit of the doubt). I ordered 14x18mm AAA morganite smooth ovals. I got 12x16mm morganite faceted rectangles (not AAA). Price per strand was almost identical, so like I said, a bit fishy, especially when the beads I ordered went out of stock sometime between my order being placed and when I got it in the mail. Contacted them to see what my options were, as I hate doing returns/exchanges. Basically hinted in my original email that I'd be happy with a modest discount for a new order -- that was completely ignored. Now, I didn't ask for this straight up, I kinda hinted at it and wanted to see how they responded. They still wanted me to exchange the beads (while the website shows the correct beads as out of stock). At this point, I had doubts. Why would any business choose to go through a more costly, risky exchange when the customer basically indicates they want to just keep the beads (no refund) and then order more instead? When pressed, Laura insists they have the right beads, but offers no logic as to how/why I'm supposed to believe this. Her replies were very short (1 or 2 sentences mainly), and the final response was very condescending. How dare I not believe her when she says they have the beads, while the website indicates no stock. Every single company I've ever had an issue like this with tells me the same thing -- when the website says it's gone, they don't have it. Did she physically check? I have no idea. She didn't offer that information. Considering that I have to pack up the strand I have, pray it doesn't get damaged on the way back, and then hope they actually send me the right strand in a timely manner... yeah, I'm a bit nervous about that. In fact, after her last response, I decided not to bother with an exchange. I have zero faith that I would get what I originally ordered without more issues. Trust is earned.

I will not do business with these people again, despite the fact that I do like their products. A company is only as good as their customer service, and this business is very poor in that department....

I began purchasing these beads online in July 2020.

Pros:

1. Large variety of reasonably priced beads.
2. 50% of the bead strands I have ordered rate 5* matching their description. Another 25% rated 4* due to: -bead strands were 2" shorter than advertised (for small beads that can be 40 beads fewer than expected), or -beads are a significantly different size than advertised, or -significant number of misshappen beads or misdrilled holes.
3. Always willing to refund beads you want to return them (unaltered),
4. Usually respond promptly to emails.

Cons:

1. 25% of the bead strands rate 3* either because they have multiple issues described above, or the beads simply don't match the description or photos, "We receive new shipments often for this listing." Which is understandable, except when you have spent more money for AAA quality and received A (as stated by the accompanying tag, which they said was a typo),
2. Each order they have sent at least one completely incorrect item, such as faceted when smooth was ordered, but not inclined to admit to error (option to return) or provide ordered item,
3. Delete all reviews on their website that are not 5! I have written 34 reviews...and rewritten reviews...and they only allow the 5 reviews,
4. In July, I asked for more information regarding their advertised "Eco-Conscious, Fair Trade & Sustainability" and have still not received any information.

In summary, I have received many lovely beads and I do plan to order more beads from them again, but I am leery of buying expensive beads from them now. I know that I cannot trust the reviews and have to hope I am fortunate enough to get what is pictured and what I ordered. I might give them a 4* except I am really frustrated that I am not allowed to write accurate reviews on their site, so other people can have an idea of what they might receive of a given listing (and they email you requesting reviews of the items you purchased)!

Expertise: 20 years owner of a rock shop and award-winning...

TL;DR: sent half misshapen, flat sides, dull and/or mismatched singles on 1 of 2 expensive strands and then cancels new orders when you leave honest reviews on their Etsy store. These facts are not being debated by the merchant.

After ordering from this company a second time I received half strand of unusable, whilst fairly expensive beads and contacted them right away only to find out they’re not very into customer service. I was first told to send back at my expense, then that they would send a return label that they never did and when I requested they actually make it right without me incurring extra time and cost they acted above needing to run an honest online business by becoming unresponsive. If I had any confidence whatsoever they would actually refund the items I would return every strand I’ve ordered on general principals; they don’t seem to know what basic logic and fairness in business is. My advice to any would-be shoppers would be to pay them w/ a credit card so you can issue chargebacks when they send you damaged or sub-par products because that will be your only recourse. This is also the Etsy shop ‘Beads Direct’ and probably others so check your sources and beads closely on every new order.

The merchant was sent this review and given the honest opportunity to edit anything that is being embellished above and they did not reply. Basic logic suggests this is because they know they are wrong and personally I feel these are some of the most unintelligent business people I’ve even had the displeasure of...