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Business Profile

Online Retailer

Sateur

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/04/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    THE EARRINGS RECEIVED ARE DEFECTIVE, CHEAPLY MADE. NOTIFIED THE COMPANY VIA EMAIL THEY DAY I RECEIVED THEM. THEY OFFERED AN "EXCHANGE" FOR A SMALLER PAIR FOR A REDUCED FEE. I ORDERED THE 2ND PAIR, SASME ISSUE THE STONE IS TOO HEAVY FOR THE POST AND BACKING. THEY REQUIRED PICTURE, SENT SEVERAL SETS OF PICS THESE 2 SIZES OF EARRING NEXT TO REGULAR EARRINGS TO SHOW A THIN POST AND SMALL BACKING. THEY REFUSED THE RETURN, OR TO MAIL THEM BACK RO CHINS, PAY SHIPPING, RETURN AND RESTOCK FEE, WHICH WOULD COST MORE THAN THE EARRINGS. EVEN THO SATISFATION IS GUARANTEED ON THE *** SITE. SAID STORE CREDIT TO PURCHANSE ANOTHER ITEM. THEIR MERCHANDISE IS DEFECTIVE, MULTIPLE COMPALINTS FOR SIMILAR ISSUES. I FILED A DISPUTE ************** BUT SATUER IS REFUSING A REFUND.

  • Initial Complaint

    Date:11/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On 10/18/24 I purchased a gold ring and earrings for $301 from Sateur. Their refund policy states full refunds within 30 days. The cubic stone fell out of the gold ring before wearing. I requested a refund on 11/1/24 and complied sending damaged ring photo. No remedy was offered. No refund. They refuse to honor their refund warranty policy. After research, Sateur has repeatedly refused refunds to buyers for some time. This is a scam business based in ** luring US customers and stealing their money.

  • Initial Complaint

    Date:07/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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 husband purchased a ring from Sateur last September 2023, with a lifetime warranty. Last week I noticed one of the diamonds was gone. The only way to reach anyone at the company is through email. I received a response from the company asking me to send photos of the ring. I took 2 photos from different angles and sent. I received an email back stating my ring is now "out of warranty". I asked how my $500 ring was outside of the "lifetime warranty" under a year of wear. I have not heard anything back from the company.

  • Initial Complaint

    Date:02/14/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On 1/13/2024, I purchased online a pair of Sateur Destinee (2 CT) Earrings (Order # ST63017). The company is called Sateur *****. The cost of the merchandize was $115.20. The product was received on 1/24. I immediately did not like it as it was not as described on their website. I wrote to Sateur on the same date, requesting their refund process.On 1/24, Sateur requested that I take a photo of the product showing the areas that I felt did not meet the quality expected. On 1/26, I sent the photo to Sateur and again requested their refund process. On 1/29, Sateur responded with various discounted Exhange options and various return costs. I responded back indicating that I did not want an exchange. I wanted a refund of the purchase.On 2/2, Sateur came back and told me they could not refund the product because they had a Sale going. I told them nothing was stated in their return policy about Sales impacting a refund.On 2/7, Sateur wrote me requesting $38 for replacement fee and service fee. I told them that I did not want a replacement. I wanted a refund.On 2/9, I sent Sateur a copy of their 30-Day No-Hassle 100% Satisfaction Guarantee policy. On 2/11 Sateur wrote back that because I had a quality issue with the product, the only return they can offer is a replacement. I responded again requesting they show me where in their policy that I am not allowed to have a refund of the purchase paid. It is almost 1 month now that I have been going back and forth with their customer service, and to date, they have not been able to show me where in their documented policy, a customer cannot get a full refund. I am afraid the tactic is to stall beyond 30 days, so they can tell me that I have passed the window of their return policy.I do read carefully about Vendors return policy. Had I known Sateur is misleading their clients, I would not have made the purchase. It is not a lot of money. It's the integrity of the company that concerns me and how dishonest they can be.

  • Initial Complaint

    Date:01/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a neckalace. The price was 150. There was a small stone that was missing. I contacted the Sateur tried to offer me coupons was even told they're system is not set up for refunds and tried to give me coupon upon coupon. All I wanted was an equal exchange. After a month communicating and trying to work with this company with no avail.

  • Initial Complaint

    Date:10/07/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Despite formally requesting a return within the 30 day window as per their policy, Sateur insisted on a $200 credit - and would not provide a return address for as stated in their policy. Numerous emails followed and they insisted on a credit instead of a return. Magically, their return policy changed on their website - that in order for their to be a return, you needed to be very specific in the Subject line for a return. This appeared AFTER I tried numerous times to get a return address to send the product back.

  • Initial Complaint

    Date:08/31/2023

    Type:Product Issues
    Status:
    Unanswered
    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 chatted on their website about some earrings and asked if they were screwback earrings before deciding to purchase. I finally pull the trigger and buy them on 08/05/23 for an order total of $77.24 after being told that they were indeed screwbacks. They arrive much later than expected and the earring backs are bent and not screwbacks. I go online to request a return, which is a very common practice for e-tailers...now I am in a back and forth with customer service for weeks. They are offering e $30 store credit and telling me to take them to a jeweler despite the fact that I was well within the 30 day return policy.

  • Initial Complaint

    Date:08/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    [Order #ST58072] (July 25, 2023) - $77.44 On July 25th I submitted an order for earrings on Sateur's website. The website is suspicious in that you cannot actually see any reviews of their products and much of the text reads as though it was run through a translator/computer generated. A lot of their engagement on social media appears to be manufactured.When the earrings arrived they were bent and not the quality Sateur' advertises at all. Despite the website claiming they have a return policy, Sateur is avoiding allowing me to return my items for a refund and continues to attempt to upsell me. This feels like a huge scam and I hope other Americans do not get tricked on their site.

  • Initial Complaint

    Date:07/15/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 placed my order 06/14/23 and I contacted the company on 07/12/23 requestinga full refund because the ring was too big and this was within thir 30 day refund period. Now they are stating I needed to email immediately after placing the order to tell them I wanted a refund, which is ludicris since they received an email of me placing the order for purchase. They are now stating they will process a refund but not to my card. So they want me to return the ring and keep my money. This is FRAUD and I want my money back.

  • Initial Complaint

    Date:05/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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 a ring off the Sateur web-site for $198.00. Upon receipt, I opened the box to look at it - decided it was not my taste and I never took the ring out of the packaging. When I contacted customer service, they told me they would investigate the matter only after I took a picture of the ring to make sure it was not damaged. Per their request, a picture was taken and uploaded on their ******** page. I was then told that I would receive a return label after their received the picture. Days passed and I e-mailed the customer service link again, only to be told that they do not provide return labels and the company strongly suggested that I keep the ring, stating that I would incur a $19.00 return/restocking charge. The customer service specialist presented me with several paragraphs indicating that the ring I ordered was popular and I should consider keeping it or returning it for something else (if I were to return the ring for something else, would not I need a return shipping address)? I e-mailed customer service back and stated that I would gladly incur the $19.00 processing fee to have the ring restocked - I have heard nothing after repeated short e-mails requesting a return address. I just want my credit card refunded for the purchase price of the ring; I have been trying for two weeks to get this resolved with no positive results. I have sent their customer service department so many e-mails requesting a return address or some type of satisfaction, they have stopped responding to my e-mails all together. Also, there is no phone number that I can call. I have also attempted to direct message the on ******** - with no responses received.

Sateur is NOT a BBB Accredited Business.

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