ComplaintsforEdwin Novel Jewelry Designs

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my purchase in April. Was told by an associate my return was received and still have yet to receive a refund. Spoke to *** on 7/15 and now my return can't be found. *************

  Business response

  07/22/2024

  Hello ****,
  
  We apologize for any misunderstanding.
  We received your item back as a return.
  As we are in the diamond jewelry business, all returned merchandise must go through a thorough inspection process.
  Certain scenarios may require a longer inspection period.
  Thank you for your patience. 

  Customer response

  07/23/2024

   
  Complaint: 21994739
  
  I am rejecting this response because: It has already been 3 months since the return was received. Additionally, I just spoke to your *** who lied and said they could not find my return. This was after speaking to another *** before who said the return was received. You are using stalling tactics to not refund my money. 
  
  Sincerely,
  
  **************

  Business response

  07/31/2024

  Hello ****,

  We apologize for any inconvenience and thank you for your patience and understanding.

  Customer response

  07/31/2024

   
  Complaint: 21994739
  
  I am rejecting this response because: I need a refund. It's been 3 months since I've returned the purchase. 
  
  Sincerely,
  
  *******************

  Business response

  08/07/2024

  Hello ****,

  We apologize for the inconvenience.

  We are looking into this matter.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed the order on May 15-2024. I emailed them on May 16 wanted to cancel the order I was told I couldn't cancel but once I received the ring I could send it back for a full refund. So when I received it I emailed them and ask for the procedures on shipping back for the refund They would email me back trying to get me to upgrading to a higher price ring I finally said I was shipping it back for a full refund every time I would email them asking a the refund I would get a email right back telling me it takes 14 to 21 business days then once the 21 days was had passed I would email and never get a response so then I would call and just get the run around I was even told once that was the billing department so I ask to talk to some in that department and was told on their nobody in today I would have to call back so I call back and then I'm told they don't have a billing department or any one I can talk to about my refund

  Business response

  07/17/2024

  Hello ******,

  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  As your return was labeled for an exchange, this may lengthen the inspection period.
  Thank you for your patience.

  Customer response

  07/18/2024

   
  Complaint: 21973170
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  07/18/2024

  Before I send the ring back I told them I just wanted a refund I could not afford any more money to get a better one and my reply back was ok we hate to see you go but if I was ever looking to buy one come back to them ..So before I even put it in the mail they knew I wanted a refund so if they still had it down as a replacement that's on them and I fine it hard to believe it takes this long to give a refund all I want is my money back 

  Business response

  07/26/2024

  Hello ******,
  We apologize for the inconvenience.
  We are doing our best to resolve this situation.
  Thank you for your understanding.

  Customer response

  08/02/2024

   
  Complaint: 21973170
  
  I am rejecting this response because:
  Every time I try to talk to someone about the return I get a run around I emailed them 

   Before I ever sent the ring back and said I wanted a refund and they keep saying the same thing it was supposed to have been an exchange I made it quite clear I wanted a refund and I don't feel like regardless of their procedures on a return it take 4 months I don't think so
  Sincerely,
  
  *********************************

  Business response

  08/09/2024

  Hello ******,
  We apologize for the inconvenience and thank you for your understanding.

  Customer response

  08/13/2024

   
  Complaint: 21973170
  
  I am rejecting this response because:
  They did do anything in this response but apologize I've been getting apologies for months that is not putting the money back in my account that's all I want is the money that I paid and I have nothing to show for that money I have sent the ring back all I'm getting is apology that's not what I need I don't need to pay someone close to $500 to apologize
  Sincerely,
  
  *********************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of earrings from Edwin Novel Jewelry online that they have on their website ( a pair of 3 prongs studs) and received them on 6/4/24. The item is not to my liking so I called them and they provided me a return authorized number and where to send it back. I shipped them back to Edwin on 6/6/24 followed their instruction. On their website it states that " If you are dissatisfied with your purchase for any reason, you may return it within 30 days for a full refund. It will takes up to ***** days for refund". They received the earrings on 6/10/24. I contacted them several times to check on my refund status and got nothing from them. I have pateintly waiting for my refund and I contacted them again today, 7/2/24 and all they response was they will relay my message about my refund to their accounting department.Until today, 7/9/2024, after a month that they received the studs back in their possesion, they said that i'm not eligible for a refund because its a custom order. This business, Edwin Novel Jewelry is dishonest and I demand them to refund my money back. I provided a tracking number that I shipped back the item. I also provided screenshot of the email that I contacted them to let them know that I shipped the studs back and they even thanked me for it. I also attached email that they provided me with instructions on how to return the studs back. Thank you BBB!!!

  Business response

  07/17/2024

  Hello ***,
  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  Certain items require a longer inspection period before a refund may be issued.
  As you filed a dispute on the transaction before this process could be completed, the transaction fully under the review of your financial institution.
  
  

  Customer response

  07/17/2024

   
  Complaint: 21966662
  
  I am rejecting this response because: Edwin Novel Jewelry received my return back on June10th, 2024 and it has been over a month and no refund. I've attached a tracking showing Edwin Novel signed for my return package in 06/10/24. 
  
  Sincerely,
  
  *******************

  Business response

  07/22/2024

  Hello ***,

  We apologize for the inconvenience of the wait and thank you for your patience.

  Your refund was issued.

  Customer response

  07/23/2024

   
  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. Thank you!
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of earrings from Edwin Novel Jeweley.When I received the product, it wasn't what was on the website.I tried to let them know that the product was not correct.The size of the diamonds were small, compared to ad.The color of the stones were poor compared to the ad.The stone cut was different on both pairs.They insisted that it was, and weren't really budging on issue.So I tried to work with them and exchange.We were going back and forth on options.They finally sent a return label after 5 days after I initially made contact.I shipped item back, paid by me, with tracking.They said they would send out replacment.No response.I also asked for pictures of new product before shippment.None were sent.I had to keep inquiring.Finally they sent some pictures that did not provide information asked.At that point, this was after 2-3 months after original purchase, I decided that I just wanted refund. I did not want to do business with this company any more.When I tried to get refund, they denied it.They said I had gone over 30 day return process.The company referenced that the 30 day **** was *** 20.The item had arrived Feb 2.At this point, I have no earrings and I have paid for the item.

  Business response

  07/17/2024

  Hello ***,

  We apologize for the inconvenience.
  We received the earrings back for an agreed upon exchange to a higher quality set of diamond earrings.
  We received the earrings back nearly a month after the end of our 30 day return window, and we promptly issued you the invoice for the remaining balance on the new earrings. This invoice was never completed, preventing work from beginning on your new order.
  As you sent back the exchange well past the return window, it is ineligible for a refund.
  Per our Lifetime Exchange Policy, we are happy to use your store credit towards an exchange or upgrade of your choosing.
  Thank you for your understanding. 

  Customer response

  07/30/2024

   
  Complaint: 21966160
  
  I am rejecting this response because:

  This is a response to what the vendor provided.

  Aside from the poor quality, what I received did not really match the description of the item.  I decided to work it out with Edwin Novel Jewelry to get a replacement item.

  The returned item was received by Edwin Jewelry 10 business days beyond the 30 day window I had for the return process.  This was also factoring in the week-long process of going back and forth over email.  I did not receive the return info for me to address the return until 4 business days after I made initial contact.

  When Edwin Novel Jewelry mentions the invoice was never completed, I never received a call or email saying that an invoice was ever sent out.

  I also asked for pictures of the replacement product to make sure that the problem did not happen again.  I continued to inquire about the pictures of the product 2 months after initial product receipt.  I finally got a response, 7 business days later with the pics, but not showing what I had requested.  At this point in time, we were nearly 3 months past product initial purchase, I no longer felt comfortable with Edwin Novel Jewelry's business.  So I tried to get a refund at that moment.  *********** took my money and has their product.  I would like my money back.

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

  Business response

  08/07/2024

  Hello ***,
  We apologize for any inconvenience.
  The invoice was issued through email once we had received the item.
  As mentioned, the item is well past the return window and is not eligible for a refund.
  We are happy to work with you to apply your full store credit towards an exchange per our Lifetime Exchange Policy.
  Thank you for your understanding.

  Customer response

  08/08/2024

   
  Complaint: 21966160
  
  I am rejecting this response because:

  I don't believe I ever received the invoice from Edwin Novel Jewelry.

  I would like the date and copy if possible.

  I initially didn't want a refund, I was trying to work it out with ENJ.

  But there was a lack of communication, lack of responsiveness, and when they finally got around to providing the info I requested, it wasn't what I had asked for.

  
  Sincerely,

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

  Business response

  08/13/2024

  Hello ***,

  We apologize for the inconvenience and thank you for your understanding.

  Customer response

  08/13/2024

   
  Complaint: 21966160
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a diamond necklace for my girlfriend for Christmas. The diamond was opaque like an opal and not shiny at all. I contacted the company as soon as I opened the package and requested return and refund instructions returned the jewelry the first week of January. They stated they would not refund my entire amount due to a restocking fee, so I disputed the charge with my bank. Then they changed their mind, so I cancelled the dispute with my bank. I still did not receive a refund. I contacted them again and a manager said I would have to wait 6 months to ensure the dispute was really cancelled, and I wasn't getting refunded by them and my bank. It has now been over 6 months and there is still no resolution and no refund. I cannot get through to a manager and a manager will not return my call.

  Business response

  07/08/2024

  Hello *******,
  We sincerely apologize for any inconvenience.
  Per our Return Policy, a customer has a full 30 days upon receiving their item to return it for a full refund.
  Unfortunately, we received a dispute from your credit card institution before we had received the merchandise back.
  When a dispute is filed, the transaction is no longer in our control and is fully under the review of the financial institution.
  Thank you for your kind understanding.

  Customer response

  07/09/2024

   
  Complaint: 21927468
  
  I am rejecting this response because: I returned this jewelry in late December 2023. I filed a dispute with my bank and then closed it in January 2024 and emailed you proof from my bank that the dispute was closed. I was then informed by your company that it would *********** months for your side to make sure the dispute was closed, and to ensure I was not refunded twice. Now I am being told that it is up to your financial institution? It has been over 6 months. I want my refund. I have done everything I have been asked to do and your company has not held up your end of the bargain and you keep changing the requirements and timelines. I do not get the requested return calls from staff or managers, and I have been given the run around by your company for long enough. I want my refund. 

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

  Business response

  07/09/2024

  Hello *******,

  We apologize for the inconvenience.
  We are looking into this matter.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an engagement ring and it was delivered. It did not work out with this ring so I contacted Edwin Novel to request a refund. They approved it and provided the information to return the ring. I followed their instructions and returned the ring, requiring a signature. I emailed them and they said they had received the item. They also said it takes 14 business days to refund my money. I have since sent about 15 emails and made 5 phone calls to them. I only get told they will pass it along to their accounting ***** It has been almost 2 months now and no confirmation or further information of a refund.

  Business response

  07/08/2024

  Hello *******,

  We apologize for the inconvenience.

  As we are in the fine jewelry business, all returns must be thoroughly inspected and authenticated during the return process.

  Certain scenarios may require a longer inspection period.

  Thank you for your patience and understanding.

  Customer response

  07/08/2024

   
  Complaint: 21918944
  
  I am rejecting this response because: 

  Edwin Novel has had ample time to inspect and process the return. They advised it was received and the refund should be processed immediately since it was far past the inspection timeline. They only require 14 business days. It has now been months with no progress or explanation. 
  
  Sincerely,
  
  *****************************

  Business response

  07/09/2024

  Hello *******,

  We apologize for the inconvenience.
  We are looking into this matter.

  Customer response

  07/13/2024

   
  Complaint: 21918944
  
  I am rejecting this response because:

  I want to speak to someone that can help me. No one has reached out to resolve this matter. I only get told they're looking into the issue or that I'll receive my refund soon. 

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two pair of solitaire earrings -December 2023 and January 2024- from Edwin Novel on separate orders totaling $5057.87. We were unhappy with the quality of the earrings and decided to return both pair for a refund. We strictly followed Edwin Novels return rules to ensure we would be eligible for a full refund. We have *** receipts confirming both pair of earrings were received by EN. Based on Edwins Novels return guidelines we should have received a full refund withing 21 days of receipt of the earrings.We have written multiple emails, called several times and have spoken to several employees at EN who have confirmed the earrings have been received, and that our refund would 'be in the next refund batch', or they have communicated 'we have only one accounting employee', or 'your patience is appreciated'. It is now the middle of June, 2024 and we still have not been refunded by Edwin Novel for our returned orders.We have now waited MONTHS to receive our refund. Edwin Novel is in possession of the earrings and they have not refunded our money. To make matters worse, we are still paying Affirm monthly installments for jewelry we not longer have. We just want our rightful refund.BUYER BEWARE!

  Business response

  06/26/2024

  Hello *****,

  We apologize for the inconvenience.
  We will look into this matter.

  Customer response

  06/27/2024

   
  Complaint: 21863465
  
  I am rejecting this response because:

  Edwin Novel has been in posession of both pair of solitaire earrings returned by us since January/February.  We have confirmation receipts from *** as well as confirmation from EN customer service employees confirming the receipt and posession of both pair of earrings totalling $5157.87.  We have received excuse after excuse from Edwin Novel as to why they haven't provided us a refund of our returned merchandise.

  This is our second BBB complaint filed.  Our first complaint was considered 'settled' or 'closed' by BBB simply because Edwin Novel responded to our complaint.  That is ALL they had to do as the merchant.  Edwin Novel's response to our first BBB complaint of missing refund of over $5000 was 'thank you for your patience'.  That appears to be all that is required by the BBB for a merchant to 'close' a customer complaint.

  ******************************************* has posession of our returns, yet, months later we are STILL waiting on a refund of over $5000!

   

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

  Business response

  07/08/2024

  Hello *****,
  
  
  We sincerely apologize for any inconvenience.
  
  
  We are looking into this matter and conducting a full investigation

  Customer response

  07/08/2024

   
  Complaint: 21863465
  
  I am rejecting this response because:

  It wouldn't take much of an investigation for Edwin Novel to discover that they have been in possession of both pair of earrings for months yet continue to withhold our refunds.  **************** staff at EN have already confirmed to us that they have our returned earrings. No legitimate business in good standing would withhold a customers rightful refund for months.  We are owed over $5,000.

  I welcome an investigation if it leads to a full refund of our returned merchandise. 

  Please, we returned the merchandise months ago.  We just want our money back. 

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

  Business response

  07/09/2024

  Hello *****,

  We apologize for the inconvenience.

  We are continuing to look into this matter.

  Customer response

  07/10/2024

   
  Complaint: 21863465
  
  I am rejecting this response because:

  Edwin Novel has been 'looking into this matter' for months.  Edwin Novel has been possession of my returned jewelry since January/February.  Their return policy states that a refund will be issued within 21 days.  It is now July 2024.  There is something serious and concerning going on at Edwin Novel if they are unable to refund customers after this long. Who are the individuals managing/in ownership of this establishment allowing such poor customer treatment?

  I have filed a complaint with the California ************************* about my missing refund.

  Please, just refund our money.  We are owed over $5000.

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased diamond stud earrings from Edwin Novel as a valentine **** in early February, 2024. The product didn't arrive until well after Valentine **** Upon opening the product, I was completely shocked as to the garbage product that was sent. I immediately contacted them, (only through email), as to my dissatisfaction with them. They responded with the usual, we're very sorry that you're not satisfied speal. I told them that I didn't want this product and wanted to proceed with an exchange for refund. At that point, they went into upsell mode trying to convince me to exchange for a better quality product for an additional one hundred and some dollars, or another option for an additional two hundred and some dollars. They sent me images of the supposed replacement stones and I responded with some interest, as well as questions. I thought this over for a couple days and ultimately decided that I didn't want to take the chance of being disappointed again. I contacted them to ask for information to go about returning what I had for a refund. I was given instructions on how to return the product along with an RMA number to identify my return. The product was shipped back, insured and with signature required upon receipt, as I was instructed. The package was accepted by them, and signed for by NNOVEL on March, 01, 2024. Well before their deadline of 30 days. I followed up with them in a timely manner to inquire about when I could expect my refund. No one answered me. I then called an 800 number and asked to speak with a supervisor, on two occasions. I was told both times that someone would call me back, but nobody did. I immediately called my card company to complain and was told that they would do an investigation. After giving them all supporting documentation, I was informed in early June that the merchant has refused to refund my money. Why?!!Not only does Edwin Novel have their trash product back, but they also stole my money. Again, no one will answer me.

  Business response

  06/18/2024

  Hello ***,
  We apologize for the inconvenience.
  We have reviewed our communication and have found that our team responded to all inquiries in a timely manner.
  Per the email communications, you were discussing options with our team for an exchange to a higher quality set of earrings, and then filed a dispute once you decided not to move forward.
  When the customer files a dispute, the matter is fully in the control of the credit card institution.

  Customer response

  06/22/2024

   
  Complaint: 21849784
  
  I am rejecting this response because: I do not understand the merchants response. Re; the matter is now in the hands of the Credit card company. This is completely untrue. The credit card company notified me in early June that , Edwin Novel Jewelry, without reason, is refusing to reimburse the amount of ****** that I paid to them. Edwin Novel Jewelry is not providing any viable reason here either as to why they will not refund my money. 

  Again, I am now forced to pay for something that the merchant has back in their possession. This was also returned to them in the manner as instructed by them. I believe that this is a simple matter and that I am entitled to my refund. 
  
  Sincerely,
  
  *** Friend

  Business response

  07/08/2024

  Hello ***,
  
  
  We sincerely apologize for the inconvenience.
  
  
  Per our Return Policy, a customer has a full 30 days upon receiving the merchandise to return it for a full refund.
  
  
  We received a dispute on the transaction before we had received your item back for inspection.
  
  
  When a dispute is filed, the transaction is no longer in our control and is fully under the review of the credit card institution.
  
  
  Thank you for your kind understanding during this process. 

  Customer response

  07/12/2024

   
  Complaint: 21849784
  
  I am rejecting this response because:
  The business response of , We received a dispute on the transaction before we had received your item back for inspection ", is completely untrue. The dispute was filed approximately one week after your business signed for delivery of my return. After several followup calls to your business to inquire when I may receive my refund, no one was able to answer me. I then requested to speak with a supervisor on two occasions and was told that they would call me back. This never occurred, so I then filed the dispute. 

  Furthermore, i contacted my credit card company in early July to inquire about your explanation that since i filed the dispute, the decision to refund my money was in their hands. The credit card company informed me that they no longer had anything to do with this matter since you the merchant refused to refund my money. They also stated that the matter was now between the merchant and me. I don't understand why you are making this so difficult. Again, i am paying for a product that has been returned to you, and you also have my money. This is not good business. Just refund my money and i will go away. It's the right thing to do. 
  Sincerely,
  
  *************

  Business response

  07/22/2024

  Hello ***,
  We apologize for the inconvenience.
  When a dispute is filed, the transaction is no longer in our control and is fully under the review of the credit card institution.

  Customer response

  07/23/2024

   
  Complaint: 21849784
  
  I am rejecting this response because: This merchant obviously thinks that this matter is a joke. They have responded THREE times with the same nonsense that is completely false. As I have stated in two prior responses, the credit card company has closed their review and has stated that they no longer have any role in this dispute. They also stated that the issue is between me and the merchant and that the merchant should do the right thing and refund my money. This debt to the credit card company has been paid in full and I would like my money refunded. I would like to move on with arbitration with BBB in this matter since this merchant is just playing games. 

  
  
  Sincerely,
  
  *** Friend

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ring from Novel on-line in Feb 2024. The ring was of very disappointing quality so I immediately returned it for a refund. The returned ring package was received by them at 10:17AM PST on March 6th, 2024. I have called several times but have received no satisfaction as of this date.

  Business response

  06/18/2024

  Hello ********,
  
  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  Thank you for your patience.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Slow shipping Slow refunds Horrible product Still have not received my refund On may 8th was the 21 business day waiting for my refund. It is may 23 today and the refund has not been received. I tried contacting them several times and no resolution has been made. Their refund instructions are perhaps the most complicated instructions Ive seen in my life and any missed steps is subject to a potential penalty deducted from your refund cost. Yet they don't get penalties for their mistakes or delays. AVOID AT ALL COST

  Business response

  05/31/2024

  Hello ****,
  
  We apologize for the inconvenience of the wait.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process. Due to the nature of our industry, this return process is more complicated and difficult than for a company that sells stock items such as t-shirts.
  Certain items require a longer inspection period before a refund may be issued.
  Thank you for your patience.

  Customer response

  06/03/2024

   
  Complaint: 21753159
  
  I am rejecting this response because: you set a time frame and meticulous process to insure a partial refund and if any steps are missed you threatened to charge fees on the refund yet you cant follow you own self imposed refund rules with no repercussions if you fail to follow your own deadlines but the customer is liable and subject to all kinds of fees. This is unprofessional and inconsiderate. 

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

  Business response

  06/12/2024

  Hello ****,

  We apologize for any inconvenience and thank you for your understanding.

*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. ↩