Complaints

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:04/30/2025

  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.

  My children purchased a bracelet for me on Oct ******* and after a short while wearing it we find it to be defective causing my skin to turn colors and the silver plating to wear off in less than a few months. We emailed the company and they kindly offered a replacement and actually charged me another $30 to ship a new one but I agree. I received the new one and the **** exact problem happens so clearly this product is defective and I then reached back out requesting a refund as I no longer wanted to try any further with replacement products. I've asked several times over emails for them to simply refund the purchase price of the item back to our credit card and the claim it's beyond the return window so they just keep offering me another product after explaining multiple times that a replacement or new item is not acceptable and even if beyond a normal return period if the product is defective after trying 2 times then the menus is on them to bend their policy to accommodate me and just issue the refund. I am sick of going around and around via email with them and I've tried to ask for a manager to assist and this ignore that and keep offering me another item. All I want is my original purchase price plus the cost of shipping the cost of s defective item refunded to me. Attached is a photo of both the he damaged items side by side with same issue of discoloration on bottom side of the bracelets.

  Business Response

  Date: 05/05/2025

  Sorry about the problem, we have sent return label to you, please use it to return your order. We will issue a full refund when we receive your return package, please don't worry.

  Customer Answer

  Date: 05/05/2025

   
  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

  Date:02/12/2025

  Type:Delivery 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.

  This complaint concerns Italo Jewelry (************************). I ordered two engagement rings from this company on January 30, 2025. I received a response on February 2, 2025 that my order (order#*********) was shipped (shipment#*********). The shipper carrier (cnexps); the tracking number given was **************************. I started tracking my package on February 3, 2025. The last information given concerning my package was 2/6/2025. The information was that the package left the distribution center in ********** and was in transit. From 2/6/2025 to present, there has been no information given. When I click on the tracking number via the email, the message is "Tracking number is not found (0day)-Destination(no info), -Origin Country-(no info). When I click on the tracking number from the ITALO jewelry website which I have an account, the message is "Tracking number not found, unknown-unknown CNE, The carrier has not updated the information or try switching carriers and then check again." How do I know which carrier to check??I am filing this complaint seeking answers. Payment was rendered, and cleared my account. I spent $189.87 for this order. Where is my package?

  Business Response

  Date: 02/12/2025

  Dear Customer, 
  
  Thanks for your support on Italo Jewelry,? 
  
  Sorry for keeping you waiting.Upon checking, our records show that your order has been shipped out on Feb 1st via CNE. The tracking number is 3A5V907919909. Now it is in transit. The shipping time takes about 8-13 business days.
  
  You could also track the status(later)by this link:  *********************************************
  
  If you have any other questions, please feel free to contact us and we'll reply to you as soon as possible. 
  
  Thanks and best regards 
  Italo jewelry **************** Department 
  Yolanda 
  

  Customer Answer

  Date: 02/13/2025

   
  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

  Date:02/05/2025

  Type:Service or Repair 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.

  2024-12-27 21:35:55 paid $346.50 for 5 rings company only delivered 4 of 5.I have contacted and requested delivery of the missing items and I just get told to wait longer but nothing gets delivered.This is unacceptable the way that they ask you to wait for further time to get to delivery but then nothing is ever dispatched this has been going on for over a month and a half now.

  Business Response

  Date: 02/07/2025

  Dear Customer, 
  
  Thanks for your support on Italo Jewelry,? 
  
  Sorry for the late reply due to the festival holidays. The ring 241860 need longer time to process so we shipped out other rings first. We just want you to get your order faster. If you don't want to wait for this ring, we would like to refund you. Sorry for keep you waiting. Please tell us your opinion. We just want you to know that your satisfaction is always our top priority.
  
  If you have any other questions, please feel free to contact us and we'll reply to you as soon as possible. 
  
  Thanks and best regards 
  Italo jewelry **************** Department 
  Yolanda 
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22904400
  
  I am rejecting this response because: it's not about refunding one ring it's waiting over two months to get the ring which was ordered I understand you sent them out individually for speediness and I appreciate that, however the one that's still outstanding is the most important one that I ordered, before I can make an informed decision of asking for my refund I need to know how long you expect it to take to send my purchase. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/12/2025

  Dear Customer, 
  
  Thanks for your support on Italo Jewelry,? 
  
  Sorry to keep you waiting so long. The ring set 241860 for size 9 1/2 requires a certain amount of time to prepare.We have try our best to process it. Upon checking,this ring has been shipped out on Feb 11th via ***. The tracking number is 3A5V724201041. Now it is in transit. The shipping time takes about 8-13 business days.
  
  You could also track the status(later)by this link:  *******************************************
  
  If you have any other questions, please feel free to contact us and we'll reply to you as soon as possible. 
  
  Thanks and best regards 
  Italo jewelry **************** Department 
  Yolanda 
  

  Customer Answer

  Date: 02/14/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Delivery 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.

  On 1/24/2025 I ordered a bracelet for $154, I paid extra $20 to have it expedited. Then on 1/27/2025 I ordered a necklace I also paid to have it expedited. They both arrived together on 1/28/2025. I absolutely loved this jewelry it's gorgeous. The problem is I ordered the necklace to small and the bracelet to big, so I just wanted to exchange for right size. I have been calling, submitting tickets and leaving lots and lots of chats to no avail. My anniversary is February the 3rd and I really wanted to wear the jewelry, I'm so disappointed that no one has made any attempt to reach out to me, this is horrible customer service. And it's unfortunate because I was all set to get all my jewelry from them.

  Business Response

  Date: 01/31/2025

  Dear Customer,
   
  Thanks for your support on Italo Jewelry, 
  
  Sorry for the late reply due to the festival holidays. We would like to exchange your bracelet and necklace for other size. Just tell us the size you want to exchange for. We will send you the exchange solutions.
  
  If you have any other questions, please feel free to contact us and we'll reply to you as soon as possible.
   
  Thanks and best regards
  Italo jewelry **************** Department
  *******
   
  
  

• Initial Complaint

  Date:01/30/2025

  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 received the item, and I need to return it due to a sizing issue. I have contacted this company numerous times and they have not provided me with the return instructions and/or return address. I offered to pay for the shipping back to them and they still will not respond. They have a thirty-day refund policy, and I believe that they are not responding so that the thirty days expires. I am entitled to a full refund.

  Business Response

  Date: 01/31/2025

  Dear Customer,
  
  Thanks for your support on Italo Jewelry,
  
  Sorry for the late reply due to the festival holidays. We would like to process your return. When you get a receipt from the post office, kindly take a picture of the return tracking number and email us. After getting the parcel will we be able to refund you.
  
  Our return address is:
  
  Name: JCHKHK
  Address: ************************************************************************
  T: ************
  Post code: 97218-2800
  
  Reminder: We suggest you return the item within 7 days by your local postal service (e.g. **** rather than expedited shipping) under conditions that items should be unworn, unwashed, unaltered, undamaged, clean, and in original package. For the shipping fee, you could ask your local post office. 
  
  If you have any other questions, please feel free to contact us and we'll reply to you as soon as possible.
  
  Thanks and best regards
  Italo jewelry **************** Department
  *******

  Customer Answer

  Date: 01/31/2025

   
  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

  Date:01/10/2025

  Type:Delivery 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.

  Order# ********* was placed on 12/16/24. I have called customer service and sent four emails to the company. Please help.

  Business Response

  Date: 01/12/2025

  Sorry for keeping you waiting.Please note that your estimated delivery date including processing time and shipping time.?

  Upon checking, our records show that your order has been shipped out on Jan 11th via ***. The tracking number is **********. Now it is in transit. The shipping time takes about 3-5 business days.

  
  You could also track the status(later)by this link: **************************************************************************************************************************

  
  

• Initial Complaint

  Date:12/24/2024

  Type:Product 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.

  Ordered a ring and necklace on 12/6. It arrived around 12/17. I opened box and immediately noticed item not as described--cheap looking. I started return immediately--web site says returns within 60 days. Rather than refund, they offered me a pair of earrings and when I said no, 40 dollars. I want my money refunded. Thank you!

  Business Response

  Date: 12/25/2024

  We sincerely apologize for any inconvenience. We have sent the return shipping address to customer. We will refund once we receive the return parcel.
  

• Initial Complaint

  Date:12/24/2024

  Type:Product 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.

  I paid this business for two rings that were never sent to me. The items shipped from *****. On December 4, 2024, I have received the following message from the shipper ******* "Unpaid postage, item will not be delivered. The package associated with this tracking number did not have proper postage applied and will not be delivered. You are encouraged to contact the sender/merchant to seek reshipment, refund or other available recourse." Italo has had many weeks to refund my money for items not received and after three attempts to get a refund, I have received nothing: no jewelry, no money.

  Business Response

  Date: 12/25/2024

  Sorry about that. Upon checking this order due to shipping company issure not delivery to customer. So we would like to reship a new package and change another shipping company. But custom don't accept and we have refund the money to customer. We sincerely apologize for any inconvenience. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22722157
  
  I am rejecting this response because I have gotten a refund from ****** instead.

  This company failed to fulfill my order in a timely fashion so the order is canceled.

  THIS CASE IS CLOSED.

  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:10/30/2024

  Type:Delivery 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 placed an order with ************************** on 9/28/24. Order #*********.After a few weeks I checked the status of my order and saw that it had been delivered on 10/18/24. However, I never received the item, even if it showed as delivered. When I contacted the sender they said they could ship a new ring if I paid another $60 on top of what I already paid for the original purchase, but I refused. They also gave me a tracking number different from the one they had provided initially, to show me the item had been delivered to my door. But upon checking the tracking number I saw that it had April 8th as a date and showed a shipment to ****** from *****. This was a scam and they took my money without ever shipping what I had ordered.

  Business Response

  Date: 11/02/2024

  Dear Customer, 
  
  Thanks for your support on Italo Jewelry,? 
  
  Sorry for any conern. As we talked we would like to reship a new package to you. Upon checking, our records show that your order has been shipped out on NOV 11th via **********. The tracking number is YT2430621401031235. Now it is in transit. The shipping time takes about 8-13 business days.
  
  You could also track the status(later)by this link:  ***********************************************

  If you have any other questions, please feel free to contact us and we'll reply to you within 24 hours. 
  
  Thanks and best regards 
  Italo jewelry **************** Department 
  ************;

  
  

  Customer Answer

  Date: 11/07/2024

   
  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

  Date:10/14/2024

  Type:Product 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.

  I ordered two rings, one of which did not fit, so I returned (at my cost) immediately, unworn. This was after multiple emails from them trying to get me to accept offers such as give the ring to a friend and we will refund you $10? Eventually, I was only reimbursed a portion of what I paid for the ring, despite following all of their instructions on their return policy.I can't even tell you the order or tracking #s because no confirmation of either ordering or shipping was sent.

  Business Response

  Date: 10/14/2024

  Dear Customer, 
  
  Thanks for your support on Italo Jewelry,? 
  

  Thank you for reaching us. Upon checking we have received your return parcel item 242113 and we have refund you on 10th of Oct. The money $95.16 has return to your original payment account. Please double check. 
  
  If you have any other questions, please feel free to contact us and we'll reply to you within 24 hours. 
  
  Thanks and best regards 
  Italo jewelry **************** Department 
  Yolanda