REPLY TO Katie from Michigan.
ICY COUTURE REPLY TO KATIE FROM MICHIGAN: Hi Katie, I am sorry to hear you are not happy with your experience. I am not sure how you were not able to get in touch with us when we answer our emails every day, multiple times a day, except weekends. As for phone calls, its little harder because we get a lot of phone calls and, most of the time, it takes long time to help a customer with their custom orders. We dont have an answering service where third party company people just answer calls and dont know what they are talking about, so when our clients call, they talk to an actual designer who knows how to help them with colors, design questions etc. We always try to call back to voicemails, if a phone call was missed. We, also, provide cell phone info for texts to be in touch with..
As for your frame, in your order you have selected Jet Hematite color, which has that sparkling grayish hematite top coat finishing on it. It still considers to be black color, its just that hematite top coat is what makes it look little off black. If you wanted completely black, best color for it is Jet Black. Under main picture we always tell customers which color was used on that item. If you really dont like that hematite look, because this color is super popular with our clients, I can make an exception for you and you can return your frame for an exchange for Jet Black. Let me know if thats something you would like. Just keep in mind that Jet Black is not as sparkling as Jet Hematite, because it doesnt have that sparkling top coat on it. Its a deep black color and only sparkles under certain angles, under the sun or direct light, just like on the photo. Let me know.
Reviewed by: NATALIA from ICY COUTURE.