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:03/14/2025

  Type:Service or Repair 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.

  Made an order returned it but blamed me for the certificate missing when clearly it was in the box when I returned it now want to deduct a fee to get money out of me they must do it with many customers a great cash count for them just take photos next time when refunding the item

  

  Business Response

  Date: 03/14/2025

  Hello,

  Please provide your Angara order number so that I can investigate your complaint. We are very honorable people and feel that  you deserve to have us investigate.

   

  
  

   

   

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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 have tried to place an online order with Angara.com the entire day. They are saying that my credit card is declined. I went to my credit card company and authorized a large purchase and tried again but Angara still is refusing to place the order or speak directly to my credit card company. The customer service "manager", *******, was helpful at first and claimed to talk to the IT team to see why it was not working. She called me back and said the problem must be with me. I have outstanding credit and want to place a $4K order but Angara doesn't apparently want my money. ******* said that she had no way to override the system to take my order.

  

  Business Response

  Date: 02/03/2025

  Hello ****,
  
  I felt so badly  about your multiple attempted orders repeatedly being rejected due to your  credit card being declined. I know how upset I would have been in that same situation.  I definitely sympathize .  I wish I could have been helpful.   However, you asked me to Override the decline which is not possible and against policy.  You said you were a tech person.  I have great respect for you and all tech people and thought you would clear your cookies or handle the credit card decline with your credit card company. Those are things that we cannot alter.  
  
  
  The good news is that  you have placed your order for all of the items we had discussed on January 31. We truly want to be helpful  and make your experience stress free going forward .
  
  
  
  

• Initial Complaint

  Date:12/16/2024

  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 received the pair of tanzanite earrings that were supposed to be set in 14k WG with, enhanced friction backings. I took the earrings to get appraised by a third party for insurance purposes and they were tested twice. Upon completion of testing the stones are not tanzanite as advertised; therefore, they are counterfeit. There has been no resolution with Angara. I have not heard from them despite ***** stating that I would receive an email (proof of contact to credit card company) within 24 hours.

  

  Business Response

  Date: 12/16/2024

  Hello ****,

  We have already emailed you addressing  your concerns.
  I can totally understand why you are upset.  However, we are one of the largest international distributors of **********. We are a direct source to the mines. We own all of our own gemstones. The determination of  gemstone geology  requires major equipment.  Most jewelers are not appraisers with a major investment in  analytical equipment. Also,it is important that the people analyzing your gemstones have current ************** Because we are honest, we do not do appraisals as it is a conflict of interest. We send the appraisals out to an objective third party.   As a  courtesy and with full confidence, we will email you a free return label . We will send your earrings to the appraiser.  We will contact you after the appraisal.  We pride ourselves on our integrity and constant wiliness to ONLY provide the fine jewelry you ordered and deserve.  The free label will be sent within the next 36 hours.
  

• Initial Complaint

  Date:08/27/2024

  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 ordered a ring for my wife and upon receipt of it I was pleased with what I got. Initially my wife was pleased with the ring but after about 6 months she began to have a reaction to it. Not sure if there was a coating on it or what but after 6 months she got a rash from it. She has never had a reaction to any other platinum jewelry so I suspect the ring is either not actually platinum or was only coated with and thin layer of platinum and when that coating wore off she reacted to whatever alloy was underneath.I contacted Angaras customer service and worked directly with *******************, who was curteous and helpful. After trying to find a resolution that involved an exchange we decided that there wasn't a suitable replacement that they could offer that gauranteed no allergic reaction. The management team at Angara then agreed to refund my purchase once I sent them the ring (no other caveats or strings attached other than a 25% restocking fee). Upon receipt of the ring I then got a phone call from a manager, *************************, who said they wouldn't honor their commitment to refund the ring because it showed "obvious signs of wear". Which I found to be somewhat of a cop out since they knew from the begining that my wife had been wearing the ring for 6 months when they committed to giving me a refund. At this point I felt like they were just trying to back out of their commitment since there were just a couple of tiny scratches on the underside of the band, which I'm sure could be easily buffed out.While they did agree to refund me and then backed out (which is shady business practice in my opinion) I realize there's not much I can do about it other than take them to small claims court which would cost me more than the ring is worth. Short of doing that the only thing I can do is worn others about their questionable quality products and dishonest buisness practices. By turning them in to the BBB I'm hopeful they'll do the right thing though.

  

  Business Response

  Date: 08/27/2024

  Hello *****,

  I do recall the situation. The ring you  returned to us did not show proper care of fine jewelry which clouded our decision.  Please provide your order number so that I can look it up.  I do hear your distress. Yes, we will refund the ring with the 20% restocking fee. Please provide your order number so that I can notify accounting  check the location of the ring. 

   

  Best Regards,

  *************************, **************** Manager
  

   

  
  

  Customer Answer

  Date: 08/28/2024

  The order number as requested by the business is #*********.  I currently have the ring so I would need to know where to ship it to in order to complete the return and refund process.  Not sure if I should communicate with them outside of the BBB platform or how to best proceed.  Please let me know how I can move forward.

  ****

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair 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 purchased a sapphire and diamond ring. And the center stone has fallen out. I tried to contact them via email and got no response. I contacted them a second time now, only to be told that there is no recourse. And I will have to pay for repair and shipping. This company boasts quality, but I see a lot of reviews now online that the same thing happened to them. They have inferior quality jewelry and are boasting that it is the best. They are In fact fraudulent.

  

  Business Response

  Date: 06/17/2024

  Hello *********,

  We are always glad to provide service to our customers.  Our return and repair policy is fully explained on our website. We never want to surprise our customers. Your ring was purchased in 2022.  This is long past our 30 day return policy.

  You are responsible for the repair costs.  The price to replace the 5x3mm AAA blue Sapphire is $180. + sales tax for your state. This includes replacing one sapphire, resetting the stone, cleaning , polishing and returning it to you . The ring will be examined. If a prong is missing the price would be adjusted to cover that.  Mail the ring back to us with insurance and a tracking number to protect yourself. We recommend that you ship it with *** or FedEx.  Please put a big note in the box with your order number #*******.

  Our Address:

  Angara Inc.

  *********************

  Suite 1015 (the suite is important)

  *********************

  Let me know when it ships so that we can watch for it. Feel free to call me directly. I am glad to speak with you. ************.

  Best ***************************************** **************** Manager
  

• Initial Complaint

  Date:05/13/2024

  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.

  Purchased a Diamond eternity band in January 2024. The band had already lost a Diamond After only 5 months. When I contacted customer service, I was told I needed to pay $120 for repair. Why do they not stand behind their products and warranty?

  

  Business Response

  Date: 05/14/2024

  Hello *****,

  I am sorry this has been upsetting for you.  We all wear our jewelry differently and  accidents can happen in daily life. At the same time, we never want to surprise customers with our policies. For that reason, all of our policies are posted on our website. We have a 30 day return policy. During those 30 days we pay for round trip shipping for repairs, resizing and returns. However, after the 30 days the customer is responsible to ship their ********************** to us for repairs and etc.  The $110. + tax quoted to you to replace one diamond is exceedingly fair.  As a courtesy to you we are  paying for your round trip transportation. Shipping with insurance is expensive and we are assuming that responsibility as a courtesy . Let us know if you would like us to email you a free return shipping label so that we can quickly service your ring and send it back to you.  I hope to hear from you soon.

  
  

  Customer Answer

  Date: 05/15/2024

   
  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. However, I will be leaving reviews so other customers are aware that you do not back your products longer than 30 days.  This was a 35th wedding anniversary gift- I have a lot of jewelry and have purchased fine jewelry for a lifetime and have never had such poor warranty coverage. Therefore, this will be my last purchase from your site.  My biggest concern is that your jewelry is not quality to begin with and what will happen if stones continue to fall out- replacing stones could add up over the years and cost more than the original purchase. ****** learned. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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 husband proposed in April 2022 with an opal ring from Angara. Within hours, one of the prongs bent. I contacted customer service to get the ring resized and expressed my concern about the issues with the prongs, which they assured me that they would fix. A few weeks later, I received the ring back, but within hours of wearing the ring, one of the prongs bent AGAIN. And this is just from everyday wear, not from doing anything strenuous. I dont shower, wash dishes, or do anything with my ring on. On June 10th, 2022 I left a review about the ongoing issues with the ring. Angara posted that they were sorry I was having issues with it, and advised me to return the ring, but it was already after the 30-day return policy. This week I was getting into my car, and noticed that not only was a prong completely broken off the ring, but the entire opal was gone. I started panicking, but was able to retrieve both the prong and the gem from my car. I went back to my original review from 2022, and was shocked to see that Angara had deleted my review from their website. Further, it appears that any unfavorable review was also scrubbed from the website. When I looked to see what was covered in the lifetime warranty, it was literally just cleaning and tightening the prongs, and nothing that customers are actually dealing with with their jewelry. Whats not covered is everything that happened to my ring: the gem being dislodged, bent and broken prongs, etc. Ive come to the conclusion that Angara is a fraudulent company that not only sells horrible quality and cheaply made products, but theyre unethhical and very misleading by only posting positive reviews about their products. I wish I wouldve read the reviews here, and not the heavily filtered reviews on their website. I would like my husbands hard earned money back. Its horrible that people work months and years to save for an engagement ring, only to receive what we got from Angara: a horrible quality piece of trash!

  

  Business Response

  Date: 05/09/2024

  Hello *****,

  Please provide your Angara order number so that I can look up the details of the order history.  From your picture the ring looks like gold. It is very unusual for gold prongs to break. However, Prongs can break if they experience impact.  Gold is a good strong metal. All of us use our hands differently and this ring is two years old.   Our Lifetime Warranty has always been on the website. We never want to surprise customers. The details of our policies were  listed on the web site when your husband placed the order. When he ordered he had the option of purchasing the Enhanced Warranty  which would provide free prong repair and replacement.  He had that option and did not select it.   We never hide our policies.  Please get back to me with your order number.  I hope to hear from you soon.
  

   

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21682605
  
  I am rejecting this response because the ring that my husband ordered is a rose gold and opal ring (Order #******/ SKU: SR1872OPD), not gold as speculated by Angara. Although my husband was provided with the option to select an enhanced warranty, the ring should not have been failing apart within hours of wearing it. Further, because the website presents sanitized reviews of the products, I was not provided with transparent information about the ring, so he purchased it under false pretenses. If we would have read reviews made by customers who also experienced the same issues that I have had with this ring, I would have likely selected a different company. The customer reviews are false and misleading advertising, and is deception. As I mentioned in my previous review, which was erased from the website, within HOURS of wearing the ring, a prong lifted. As a newly engaged woman, I was especially careful with my ring, so it was not "user error" or my mishandling of the ring then, or now. I unfortunately do not wear the ring often because of how sensitive it is, and only wear it when I go to work or for special occasions. For the amount that my husband paid for the ring, I should be able to wear it daily. While I understand that it is now 2-years since purchasing the ring, I would like a refund since the product was purchased under false pretenses. 

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

  

  Business Response

  Date: 05/13/2024

  Hello *****,

  I am asking for the second time for your to provide the order number and the name of the purchaser so that I can look up the order details and history.  The term "gold" covers white gold, yellow gold and rose gold. It is a term classifying the metal type while not specifying which gold. As mentioned on our website, we have a 30 day return policy. Your ring was purchased in  2020.  14K gold is a durable metal but will show normal wear of scratches and dents. For the metal to break, as with your prongs, it had to be subjected to impact. I am 100% sure this was an accidental "life happening thing " and never your intention. However, it happened to your 2 year old ring while in your possession.

  We need your order information to view your order.

  
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21682605
  
  I am providing the order number and *** again to this email. It was included in the previous email as well. My order number is #****** and the *** for the ring is SR1872OPD. I am rejecting this response from Angara because the company has not resolved the issue of my ring being bent within hours of having it on. It also feels insincere to continue to blame me for the ring prongs being bent because of impact when I do not wear the ring hardly at all, rather than accepting the responsibility and accountability that maybe they indeed did sell me a faulty piece of jewelry. Yes, it is two years since my husband purchased the ring but I have documented my issues with the ring within hours of having it, but Angara erased my reviews and concerns from their website. The lack of care and concern for me as a customer as well as the quality of the ring is quite disappointing coming from a multi-million dollar company. 
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 05/20/2024

  Hello *****,

  Thank you for providing your order number. I am sorry this has been upsetting . Mail the ring back to us and we will fix or replace your prongs free of charge. It will be examined by our master jeweler to determine the best solution.  No worries, we will take care of it and we will pay to ship it back to you.   We recommend that  you mail the ring back to us with insurance and a tracking number to protect yourself. We also recommend shipping with ***** or UPS. 

  Our Address is:

  Angara Inc.

  *********************

  Suite 1015 (the suite is important)

  *********************
  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair 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.

  In April 2021, I purchased a ring from Angara.com for $1300. Each year, I have had to send the ring in for repair and those charges are now equating to $600 (half the price I paid for the ring. I contacted customer service to discuss how unhappy I was with the quality of the ring since I have owned the ring for two years and have annually had issues with losing stones and now the band itself. They claim that I am hard on the ring and am the cause of these issues but that could not be further from the truth. Beware of this company, they sell low quality jewelry and do not cover any repairs. I have many other rings that I wear and have had no issues with those.

  

  Business Response

  Date: 06/14/2023

  Hello *********,

  I am sorry  this is distressing for you.  *******s are one of natures masterpieces. However, they are a softer gemstone.  You have said that your prongs are damaged. That is related to wear.  It is important for us to mention that with 14K gold the only way a prong can be bent or broken is upon impact. I am totally sure this is unintentional . We all wear our jewelry differently but we do all move our hands around. If you had purchased the Enhanced Warranty we would have replaced the prongs free of charge. On the up side--we had sent you a completely remade ring as a one time courtesy long past the return period.
  

  In relation to the *******s I have copied and pasted our education section on ******* **************************************** & Strength
  Although an ******* is an excellent gemstone for most types of jewelry, it is more fragile than other forms of *****. ******* requires careful handling due to its naturally included and flawed formation. Theres a high possibility that it may develop additional internal cracks if subjected to extreme temperature change or rough impact. Extra care should, therefore , be taken while handling the precious *******.

  Your ring was purchased over two years ago and is long past the warranty period. We do post our policies on our website because we don't want to surprise you.   If you wish to  have us service your ring we are glad to provide a price.

  Best ***************************************** **************** Manager
  

• Initial Complaint

  Date:02/28/2023

  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.

  I ordered a bezel set garnet ******* for about $650 from Angara.com. The ******* comes with a chain. After wearing the ******* for a day, the clasp of the chain became stuck inside the hole of the bezel setting such that I could not even remove the necklace because I could not open the clasp. It also didnt look very nice with the clasp stuck inside the ******* and I desperately wanted to remove it. After lots of fidgeting and fear of breaking the chain my husband was finally able to free the clasp so I could remove the necklace. Since then I have tried to wear the necklace again and the same thing happens each time within minutes of wearing it. I gave up on wearing the necklace and reached out to Angara to inquire whether they could replace the chain or simply the clasp to a larger or smaller clasp that would not become stuck. After being assured of a response within ***** hours over and over and over, and sending numerous photos and explanations to their satisfaction, I finally got a response with a proposed solution - I could send them $75 plus tax and also pay all shipping costs in order for them to replace the clasp. This is a completely unsatisfactory solution because the necklace is unwearable in its current state. I currently cant even free the clasp at all even with much effort and its just an expensive item that will sit on my dresser. Ive decided to have the clasp changed locally but wanted to warn other potential customers- be wary with this company.

  

  Business Response

  Date: 03/01/2023

  Hello,

  I am sorry to hear of your issue with the pendant and the chain clasp.  I am going to help you. Please reply with your Angara order number so that  we can bring your pendant back and replace the chain. Jewelry is meant to be worn. We want you to wear you necklace and enjoy it. I look forward to assisting you.

  *************************, **************** Manager

  ************

  Customer Answer

  Date: 03/16/2023

   
  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.

  ************************* reached out to me to resolve this issue in a very understanding and kind way. I appreciate her attention to the matter and willingness to correct the issue. Thank you ******* and Angara! 

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

• Initial Complaint

  Date:02/04/2023

  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 purchased a set of earrings that were to have heirloom quality fire opals. The stones were dull and a darker red. After a series of exchanges they said they would replace them and would send me specific instructions and a shipping label. I have followed up several times (screen shot photos included) and no response. I am unwilling to simply return the airings as I no longer trust them. I need a paper trail and shipping/receiving confirmation. The earrings were over $1,000 and if they cant follow through I want my money back. Please advise if you need additional support material. Thank you n

  

  Business Response

  Date: 02/06/2023

  Hello ****,

  I am so sorry to hear of how frustrating this has been for you.  I have notified our shipping team to send you a free return shipping label. Please put a note in the box to my attention. I am good at ************* and truly want to give your order special attention. I called yo this morning and left you a voicemail message with my direct phone number ************. I apologize for the slow response to your concerns and requests.

   

  Best ***************************************** **************** Manager

  **********************

   

   

  Customer Answer

  Date: 02/06/2023

   
  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.
  
  However, if they fail to follow through as promised I will contact the BBB again. 
  Sincerely,
  
  *****************************