ComplaintsforMejuri

• Initial Complaint

  21/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * **** * *** ******* **** ****** ******** **** ******* *** ******* **** ******* **** * ******** ******* ***** ****** ** ** ********* *** ***** Placed an order for three items, they use a shipping company that will just leave your package in front of your door ********** ** *** **** ** ** *** **** *** **** *** *** ***** ********* ******* ** ** *** ******* ** *** ***** **** ******* ***** **** *************** *** ***** **** *** * **** ** ***** ********** once i received my parcel I opened it AT THE POST OFFICE saw that the hoops I ordered are TINY ( single mini hoop) and would never fit my ear, I returned them while I was still standing in the post office, exactly how they were shipped to me, mejuri refuses to give me my money back because they said they were “worn”, how is this possible? I told them to check the delivery and the time they were returned, in the same half hour! Where would I have worn them?! They wouldn’t fit my ear even if I had tried! I also returned another pair which I took home with me because they were bigger and I figured they would fit, I tried them on and they were too snug. If they don’t want to refund my money for those, fine, I put them in my ears for 2 minutes, I understand. But the tiny pair were not worn and they claim they are. **** * **** **** ** ****** ** **** ********* ****** 

  Business response

  25/09/2023

  Hello,
  
  We appreciate you taking the time to share your feedback.
  
  We apologize for any confusion caused by our communication. Depending on the courier your package may be sent without a signature requirement in place. However, you may reroute your shipment, when in transit, to the nearest hold location for convenient in-person collection.
  
  We reviewed the existing email communication and we're happy to see that you were able to reach a resolution while in contact with our Customer Experience team previously. That said, should you have any additional questions or concerns please reach out to *******************
  
  Warmly,
  
  The Mejuri Team
  
  
  

• Initial Complaint

  23/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 items from mejuri (order #***********), they shipped out the order however it only had 1 of the 3 items. I contacted them and they replaced the items and shipped out replacements for the 2 items that were missing. Unfortunately the replacement took too long to arrive so I received the parcel and just printed the label and dropped it off at ****** **** for the return (tracking: ****************) it was delivered to them on may 11th. I then received an email on may 17 saying they didn’t receive all the items in the return. I emailed them back twice on may 17th explaining how I never opened the parcel and if the 1st parcel was missing items, the second parcel again was most likely missing items again ! However I didn’t receive any response. I emailed their customer service team again on may 18th. ****** ***** ** **** ************** **** ***** ******** **** ** *** ********** ***** ******** *********** *** *** ******* ****** **** ** ** *** ********** ** ***** **** ****** ** ******* *** ** *** **** *** ***** ******** I want my refund back for their mistake.

  Business response

  23/05/2023

  Hello, 
  
  Thank you for your inquiry. 
  
  Our agents have been thoroughly investigating this issue for you with our security and operations team. Through careful review of security footage we were able to validate that the original order as well as replacement order contained all purchased items. Upon return of the requested replacement package, our security footage confirms this shipment was missing a unit. We have issued the refund for the returned piece and are unable to refund the item that has been verified unreturned. 
  
  Should you have any additional questions, please don't hesitate to connect back with us in response to our ongoing email thread surrounding this inquiry at ******************* 
  
  The Mejuri Team

• Initial Complaint

  14/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a ring from them 7 months ago and one of the stones fell out. Mejuri acknowledged the ring was defective, but REFUSES to give me a refund as I can only get a refund in the first 30 days after purchase. The ring is now out of stock, so they are unable to send me a new one. I asked for the same ring one size down, but apparently they don't exchange. This is supposedly all written on their website. I was told it was "unfair" to all their other customers if I receive a refund. The stone fell out through no fault of my own and yet all I get is store credit.

  Business response

  21/04/2023

  Hello,
  
  Thank you for sharing your feedback.
  
  We recognize your disappointment and frustration with the outcome. Your jewelry is under warranty for any potential manufacturing defects (in material or workmanship) for a period of 24-months from the date of purchase. We are committed to resolve these issues and provide either a store credit or replacement should a defect arise. Should the item no longer be available at our warehouse, we are happy to offer a store credit for the amount paid. While we aren’t able to complete the exchange requested, once a store credit is issued to a Mejuri.com account upon return of the current ring, this credit can be used to place a new order for the smaller size. 
  If you'd like to review the details of our warranty, they can be found in our FAQ. Our goal is remaining true to our policies and consistent across all cases that come up out of fairness to all of our customers.
  
  Should you have any further questions or concerns please feel free to reach out to ****************** we are always available and happy to assist.
  
  Warmly,
  
  The Mejuri Team
  
  

  Customer response

  21/04/2023

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gold bracelet from Mejuri in November/December. Th bracelet broke (the clasp just stays open and won't close), and I woke up one morning in early January with the bracelet laying in my bed. I promptly contacted Mejuri asking for a replacement given I had t done anything to break it and it wasn't from wear and tear given I'd had it for such a short period of time. They refused to replace or offer a refund stating that they don't recommend wearing to bed and that it was my fault it broke, thus not a warranty claim. I then pointed them to their own website which clearly states this: "In comparison to 18k gold, 14k gold is far more durable so you can sweat, shower and sleep in your pieces." It clearly states I can sleep in their gold pieces, which I did, and yet they're saying they don't recommend sleeping in their gold pieces. What? Their customer service person kept copying and pasting their same standard answer after I requested a specific reply to my request. I also asked to be transferred to a supervisor, which was also ignored. ** ******* ** ********** *** ****** ** ******* ***** *** **** ** ************* ****** *** ******** ********* ***** If they're not going to stand by their product I would like a complete refund *** * ***** **** *** **** ** ***** ******* ***** ******* **** ** *** **** ******* *********

  Business response

  14/09/2023

  Hello,

  Thank you for sharing your feedback

  We apologize for the delay and acknowledge your disappointment. We reviewed the existing email communication and we're happy to see that you were able to reach a resolution while in contact with our Customer Experience team previously. That said, should you have any additional questions or concerns please reach out to *******************
  
  Should you have any further questions or concerns please feel free to reach out to *******************
  
  Warmly,
  
  The Mejuri Team

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  **** ******* ** ********* *** ***** ******* **** **** ****** ******** ***** TWO SEPARATE TIMES they owed me refunds in the amounts of thousands of dollars and they refused to send them, saying they'd already paid. I've spent HOURS of my life on the phone with my credit card company and texting AND emailing with Mejuri customer service to get this resolved. Right now, I am out $1,190 until the dispute gets resolved. In the past month, I have literally spent 20-30 hours dealing with this. I went into a physical Mejuri store and returned 2 necklaces. They NEVER sent me back the money. **** ************** *** ** *** ******* ** *********** ***** ***** *** ***** ** ** ******** **** ** ******* ** *** *** **** ******* **** ****** ** **** *****

• Initial Complaint

  19/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought earrings and pearl drop charms which was recommended by one of their salespeople at the Dundas location. They specifically told me they would work well together. These were an anniversary gift for my spouse. My spouse recently mentioned that they do not hang properly. I then looked closer only to realize that they had given me the wrong pearls (for charm bracelets or necklaces). The ones for earrings have a round loop as opposed to the elongated ones given to me. I contacted the store to explain the issue. I did not expect them to necessarily replace them but maybe to offer an adjustment. While the acknowledge it was their mistake, they only say they will make sure it doesn't happen to anyone in the future. How is this a solution for me?

  Customer response

  03/01/2023

  Complaint # ******** has been resolved. Went to an instore location. They were very receptive. ** ***** ** ** * ******** ******* ******** ****** 

• Initial Complaint

  15/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the Vancouver store to get a price adjustment on a curb bracelet that I had purchased within the last 30 days for a price adjustment per their Black Friday sale. After leaving, I found that they had charged me $207.27 on top of the original price I paid for the bracelet without any accompanying refund. When I went to the store to inquire about what has happened, the store manager ***** informed me that she does not know which credit card it was refunded to. She informed that her “system” would not allow her to see the credit card that it has been refunded to even though the card number shows up in the receipt where she has charged me. This is after I have waited more than 10 business days for the refund. Their customer service staff also did not reply to my email regarding the correct amount that should be refunded and offered a lesser refund to my card, which they put through.

  Customer response

  16/01/2023

  This has been resolved by Mejuri.

  
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ring set for my significant other through the Mejuri online store. 15 minutes after placing the order, I reached out to customer service about canceling/correcting the order, it was after hours (around 10pm PST) so understandably there was no response at that time. To my dismay, I was met the next morning (7am) by text and email from the customer service team that the order had already been processed by their fulfillment team and they were unable to intercept the order. I have not received any confirmation via email of the order being processed, nor fullfilled, only received.... Their website clearly states that you can cancel/change an order within 1 hour of the order being placed (refund) and up to 24 hours for any changes (exchange). I responded to there team, expressing how this response was insufficient. I have not heard anything back from them since, other than a text from one of the reps saying that my case is being handled by another individual.

  Business response

  20/10/2022

  Hi there,
  
  Thank you for the feedback regarding your recent order!
  
  Our sincere apologies for the less than ideal experience so far; this certainly isn't the level of customer service we pride ourselves on at Mejuri. We apologize for any inconvenience this may have caused, and have followed up with you via email to reach to a viable solution. Rest assured, we look forward to resolving this for you as soon as possible. 
  
  Should you have any other questions, comments, or concerns, please don't hesitate to reach us at *******************
  
  Regards,
  
  The Mejuri Team

  Customer response

  27/10/2022

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

• Initial Complaint

  07/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I am having a problem with how Mejuri does their shipping and delivery policies. I made a purchase on September 17 and I have yet to receive my items, despite the fact that they have been marked as "delivered". The delivery proof they attached shows what seems to be a random building rather than any signature or delivery confirmation! I have been back and forth with Mejuri for weeks and they have not offered any resolution. I hoped that Mejuri would have assisted me much more in helping to locate my package, or at the very least, offering me some sort of refund or replacement since I need these items ASAP for an event. * **** **** * ***** ****** ******** *** **** ****** *** ***** ******* **** * ** ***** ******* **** **** I hope to have this resolved with Mejuri soon, but would like to bring this matter to the BBB for assistance as well.

  Business response

  25/10/2022

  Hi there,
  
  Thank you for the feedback regarding your recent order!
  
  Our sincere apologies for the less than ideal experience so far. This certainly isn't the service we pride ourselves on at Mejuri, and we look forward to resolving this for you as soon as possible. We apologize for any inconvenience this delay may have caused, and can see that an agent was able to assist you with your refund on October 11th. We hope this finds you well!
  
  Should you have any other questions, comments, or concerns, please don't hesitate to reach us at *******************
  
  Regards,
  
  The Mejuri Team

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband bought my wedding ring in November 2020. A small diamond stone fell off the ring in March 2022, and I contacted Mejuri as soon as I noticed to get a replacement ring. They informed me that 1) they do not repair their jewelry and 2) they no longer carried that ring. They told me I could either get the ring repaired elsewhere, which would void the two-year warranty, or I could be issued a store credit to buy another ring. I looked at their rings, and they had nothing that either remotely resembled or cost a similar price to the ring we bought in November 2020. An attempt to resolve this led to them ignoring me. I found their warranty ** ** ********* *** does not work to make the consumer whole in the event of a defective piece of jewelry. I asked for a full refund from Mejuri but they ignored my emails *********** 

  Business response

  19/09/2022

  Hi there,

  Thank you for following up about this!

  Our sincere apologies for the less than ideal wait time so far. This certainly isn't the experience we pride ourselves on at Mejuri, and we look forward to resolving this for you as soon as possible. We apologize for any inconvenience this delay may have caused. Please note, we've followed up with you over email and look forward to resolving this for you as soon as possible.

  Should you have any other questions, comments, or concerns, please don't hesitate to reach us at *******************

  Regards,

  The Mejuri Team

*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. ↩