Complaints

This profile includes complaints for Charm Jewelry Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Charm Jewelry Ltd. has 23 locations, listed below.

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  Charm Jewelry Ltd.

  140 Portland St. Dartmouth, NS B2Y 1J1

  
• 

  Charm Jewelry Ltd.

  475 Granville Street County Fair Mall Summerside, PE C1N 4K7

  
• 

  Charm Jewelry Ltd.

  421 LaHave Bridgewater Mall Bridgewater, NS B4V 3A2

  
• 

  Charm Jewelry Ltd.

  519 Westmorland McAllister Place Mall Saint John, NB E2J 3W9

  
• 

  Charm Jewelry Ltd.

  689 Westville Road Highland Square Shopping Centre New Glasgow, NS B2H 2J6

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring on December 18, 2020 and am not able to locate the receipt or extended warranty information. When I went back to the same location (Mic Mac Mall, Dartmouth) to purchase a wedding band, they were unable to confirm my purchase history. They could not find record of this purchase under my information or my husband's and explained it could have been entered incorrectly by the sales rep. I contacted customer service via email to seek support in finding this information on August 9, 2020; I received a response on August 13th stating "our team will look into this and get back to you. This can take 24-48 hours. We will let you know the results as soon as possible."; I did not receive a response. I followed up via email on August 24th and did not receive a response; I followed up again on August 29th via email and did not receive a response. I contacted client service again today, September 4th via phone and left a voicemail with my information.

  

  Business Response

  Date: 12/09/2024

  Please be advised that Charm's Store Manager in Mic Mac Mall attempted to contact ***** *************** on August 30th and was unable to leave a voice message on the cell number provided.

  ********* *****, Charm Diamond Centres Regional Manager, will reach out to the customer today and report back on her conversation.

  Regards,

  ***

  

  Business Response

  Date: 30/09/2024

  Please accept my apologies.  I had drafted a response following my earlier (Sept 12th) response, however, in the midst of a company-wide ****** Mail to ********* ******* migration, it was lost.

  The issue has been resolved to the customer's satisfaction.  ******* paperwork was found from her original purchase several years ago, however, the name was inadvertently entered incorrectly into the system. Charm's Mic Mac Mall store Manager called the customer and spoke with her husband several times - finally connecting with *****. Paperwork at the time of original purchase showed that an extended service plan was not purchased. She had ordered a matching wedding band to go with her ring and had purchased the ESP on that ring. When the new band arrived, they were able to purchase an ESP for the original ring purchase. ***** was very pleased that her set is now under warranty and has an original receipt for her records. She understood about the mix up and said she was very happy with the resolution.

  I trust this can put the complaint to rest.
  

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22238881, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend purchased this ring online on October 9 2023. He proposed to me on November 5 2023. The ring did not fit as it was too small so I could not wear it. I took it to Charm in Bridgewater NS to have it resized on November 6 2023. I was given a 3 week wait time and I went to the store to pick up the ring 3.5 weeks later on November 30 and paid $35 for the resizing. I did not even have the ring for 24 hours, and after only 3 hours of wear I noticed that one of the diamonds had fallen out. I called them that evening and was told to bring it in, which I live 30 minutes away and had just drove in the previous evening so I could not come in until Sunday December 3. Upon bringing in the ring on Sunday December 3, I received very poor customer service. I did not receive any apology or acknowledgement of what had happened or why it could have happened. I was given another 3 week wait estimate even after asking it to be rushed as this should not have happened. I asked about the diamond and mourning guarantee as advertised on your website and was told that I won’t have to pay to send the ring off but I will to be able to pick it up. I said I could wait until after the Christmas season to have it repaired although still was not satisfied with the customer service or the quality of the ring as this should not have happened. I also requested to speak to someone higher up and I left my name and number and have not heard from anyone.

  

  Business Response

  Date: 05/12/2023

  ***** ******, ******** ******* for Charm Diamond Centres has spoken with Bridgewater Charm Diamond Centres Store Manager, ******* ******* regarding this issue this morning. He, *****, has reached out to the customer this morning and left a message to call him back.

  We will update once the customer has responded to *****.

   

  *** ****
  

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20957082, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father purchased a gold necklace with a pendant on it for me during christmas time. Beautiful 18 inch necklace that sat perfectly around my neck. Fast forward to April and my necklace snapped without me noticing and a friend of mine found it on the floor a few days after it had happened. Brought it in to get fixed. I guess my naïve self thought the chain I brought in would be the one I received back. No i got a chain back about 4 inches longer that clearly was not the one I had brought in to be fixed. The sales lady was very rude and condescending when I tried to explain i must’ve received the wrong chain back. She kept trying to tell me it must have been my fault for sleeping with the chain on. Mind you i hadn’t even worn the chain since receiving it back because it was too long. Her logic made no sense to me and still doesn’t. Finally she believes me and just gives me a new chain. Same length as the original. Now…. This new one has stretched over the coarse of having it back for the past couple weeks. My issue is if they had just fixed the original chain i brought to be repaired, I wouldn’t have this issue with a stretched chain. Now im the one dealing with a necklace i dont like due to your companies mistakes!!! I would like a full refund on the necklace as it isn’t even what i originally purchased anymore. The necklace my father bought me in December, i had for over 3 months, i never had any issue with any kind of stretching. Now i have this replacement chain for not even a month and it has stretched almost 4 inches. It’s ridiculous and you should have a better explanation for this kind of inconvenience. Expensive jewelry should stay as it looks when originally bought. And your employees shouldn’t gas light people into admitting things they haven’t even done. Your store in st Catherines Pen Centre have some of the worst most incompetent staff I’ve ever had to deal with.

  

  Business Response

  Date: 17/07/2023

  Please be advised that this is the FIRST time we have received this complaint, not the 2nd as indicated.  We will address it immediately.

   

  *** ****
  

• Initial Complaint

  Date:12/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a watch from your west edmonton **** store. I purchased the watch on November 5 2022 at 7:23pm . I thought I was buying a ******* watch. When I returned to my hometown and showed my co-workers my watch they pointed out that it was a fake. I reviewed the serial numbers on the back of the watch to citizens service and no results showed up. The online ad for the watch I bought doesn't match the actual watch on citizens website when you search the name. The name on receipt doesn't match anything as well. I paid $288.75 Canadian for this watch. This stor committed fraud by selling a fake ******* watch. The sales lady ****** even packaged the watch in a ******* box with ******* flyers but with no warranty paperwork. I want a full refund for this watch. I haven't had a call back or been able to get in touch with anyone at ***** diamond's.

  

  Business Response

  Date: 14/11/2022

  Good morning.

   

  I have referred via email, this complaint to the referenced store, National Sales Director and Regional Manager for prompt response.  I will respond to you with a solution quickly.

   

  Regards,

  *** ****

  Executive Office
  

  Customer Answer

  Date: 17/11/2022

  Yes everything has been resolved.