Unfortunately the same thing has happened to me. My item was valued at $1600. After taking it to a local jeweler, I found out the stone could very likely be broken by just bumping it during normal wear. I returned the item following their policy, within 30 days. I got an RMA#, which I marked in 3 places, 2 on the outside of package, and one inside with a black permanent marker. I also requested a notification for when the package arrived at AVC. They received the package within 4 days. No response, going on 3 months now. Calling customer service gets a recorded message, then you are put on hold with the recording playing every few minutes. I have called 3 times, never speaking to a customer rep. I have called the ordering number which they still use on the station. The representative identified me as a registered viewer,and took a message she said she would pass onto her supervisor. Still no action. I have contacted the credit card now and am going to file a claim this week. I plan to send them a letter with all this info and tell them I am actively seeking legal council. Maybe that will get a refund, but I am not holding my breath.