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:04/04/2025

  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 diamond stud earrings for Christmas. They did arrive but was very inferior as to what was described. Requested return and was sent detail instructions and a return #RET-15255. A letter saying a refund would normally would be issued within 14 business days. I followed instructions and mailed by registered mail with instructions of delivery date and signed by persons receiving. They were mailed 12/30/2024 because of holidays allowed delivery time . They were delivered 1/15/25 and signed for by *****. I allowed 14 business days and started trying to contact them .. the phone was never answered so I have resorted to texts and emails. On 2/25/25 *** said it had been sent to accounting for refund. 3/12/25 same scenario. 3/25/25 same scenario. Always responded with apologies and have sent to accounting for refund. It is now 4/4/25 and still waiting for refund.

  Business Response

  Date: 04/28/2025

  Hello ***,

  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  We are looking into this matter.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 pair of diamond studs earrings from Edwin Novel Jewelry, the next day I asked to cancel my order, I was told I could not cancel, which is wrong. I received the item about 30 days later, the quality was less than desirable, so I requested a refund, the very day I received the earrings, I brought them to the post office, they received them on February 11. they have confirmed receipt. I am still waiting for my refund. I have called and emailed several times only to be told they have sent a request to billing. This is wrong in every way.

  Business Response

  Date: 04/17/2025

  Hello *****,

  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  We are looking into this matter.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23109578
  
  I am rejecting this response because: customer service has already confirmed receipt of my return, they also confirmed several weeks ago that that my refund was approved.  I have placed several calls to customer service already.

  They just need to refund my money.

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

• Initial Complaint

  Date:03/07/2025

  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 diamond earrings online on January 2, 2025 and charged $428.19 to my credit card then. Received earrings on February 11 and they were fake, so I contacted company by email and followed their return policy and mailed them back on February 12. I was told that they would refund my credit card within 14 business days, but have not heard from them in 24 days. I contacted them by email and have not heard back from them.

  Business Response

  Date: 03/20/2025

  Hello ******,

  Your refund has already been processed.

• Initial Complaint

  Date:03/04/2025

  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.

  On October 14th 2024 I ordered a ring from this company. The ring they send was horrible looking. Originally I discussed an exchange with them, but upon further thought, I decided to just ask for a refund. I sent the ring back, insured with tracking, and sent them the tracking info along with a request for a refund. They informed me that they would not refund since we had already discussed an exchange. They stated that the ring was returned to their exchange department so they could not give me a refund. I disputed the transaction with my bank, but they currently have both the ring and my money with no resolution in sight.

  Business Response

  Date: 03/07/2025

  Hello ****,

  We apologize for the inconvenience.

  We received your order back as an exchange, and it was processed under the exchange instructions provided.

  When a dispute is filed, the transaction is no longer in our control and is under the full control of your financial institution.

  Thank you for your understanding.

• Initial Complaint

  Date:02/14/2025

  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 earrings from Edwin Novel Jewelry Design on 8/1/2024. I received them on 8/15/2024. The diamond quality was very poor, and the posts were too thick for my daughter's ears-- they hurt when she tried to insert them. We requested a return authorization and sent them back. I have a signed confirmation that the earrings were received on Sept 9th at 10:53 am. I followed up with emails, and they acknowledged receipt and said on October 31, 2024 that the return should be processed "by the end of the week." When I did not receive a refund two months later, I submitted a complaint to my credit card company in January, *****. Edwin Novell protested the refund, saying that "We are still waiting for the customer's stone to be verified." It is January! They had the earrings for 4 months, and they could not verify the stones?? That is deceptive and unfair business practice, essentially stealing my money. They have return policy. I followed it. they received the item back. They should apologize and give a credit for an unusable product, not pretend they don't have time to verify the return.

  Business Response

  Date: 03/07/2025

  Hello ******,

  We apologize for the inconvenience.

  When a dispute is filed, the transaction is no longer in our control and is under the full control of your financial institution.

  Thank you for your understanding.

• Initial Complaint

  Date:02/14/2025

  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.

  - Monday, 1/20/2025. - $1748.88 - I was supposed to receive A pair of diamond stud earrings, Round, 1.50 ct tw, H color, SI1 clarity, 14k White Gold, S**** Back. Upon receiving the earrings 2/3/25, I had them appraised at two jewelers in *************, ** and was told that my diamonds were actually J color and SI2/I1 clarity.- The dispute: these earrings are not what I was told I was purchasing and I'd like to return them. Edwin Novel will not give me an *** number to return the diamonds. I can't return them without an ***. When requesting an *** number through email, a ***resentative of Edwin Novel responded with "Your two appraisals were not accurate and you should enjoy your diamonds," while still not giving the *** number I requested. Over the phone, Edwin Novel states that I can't return an exchange and they referred me to their return policy on their site. Their site clearly states that you can return purchases for any reason within 30 days of the day you received your item. The return policy doesn't state anything about exchanges and doesn't mention you can't return exchanges. I have called & emailed Edwin Novel several ************ still refuse to provide me with a *** number to return their diamonds. I don't want to get stuck with these diamonds that are not as advertised & I made many attempts to try to return them, all being rejected by Edwin Novel.- The business has not tried to resolve this issue. As of tnow (2/14/2025) Edwin Novel has stopped answering my emails.- These diamonds were not as advertised. On 12/26/2025 I spoke with a *** from Edwin Novel named ****** over the phone. I told him what I was looking for in a pair of diamond stud earrings and the amount I could spend. He assured me the diamonds he picked out for me would be brilliant with the upgraded *************** settings. The diamonds were not as brilliant out of the box, but when I got them appraised twice, I found they were not even close to what ****** had told me I'd be receiving.

  Business Response

  Date: 03/07/2025

  Hello *******,

  
  Your earrings were certified by an independent third party appraiser before shipment.
  It is very common for jewelers to bash jewelry from another so that they can make you their customer.

• Initial Complaint

  Date:02/04/2025

  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 purchased an item from this jewelry company that did not really look as good as the photo in the advertisement. I reached out to the company - they gave me a return ID and explicit instructions to return the item. I followed those directions. The delivery receipts and tracking information are attached. I keep reaching out to them, but they refuse to tell me when my refund will happen. I need that money. It think they are discriminating against me. They received the item on 12/14 and I have not received my money. Every time I call, they tell me it will be refunded by the end of the day. and it never is. Please help! I really need that money back.

  Business Response

  Date: 02/13/2025

  Hello *********,

  We apologize for any inconvenience.

  Per our Return Policy, for security purposes a refund can only be issued back to the original method of payment used for the order.

  Our accounting team made multiple attempts to refund your order, but the refund was not accepted to the original method of payment.

• Initial Complaint

  Date:02/04/2025

  Type:Order 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 bought a pair of diamond earrings for my girlfriend on 11/28/2024 as a Christmas present. Received an order confirmation immediately but nothing ever since. No earrings, no emails, no calls from this company for the entire month. Christmas came and went. I finally called them first week of January and was told the company did not send the product because the payment and sending addresses did not match. They had no comment when asked why they charged my card in the first place since they knew they wouldnt be able to deliver my purchase? They lied when I asked why nobody from the company reached out to me for clarification saying they called and emailed me? They never, not once, tried to communicate with me regarding my order. They also added that its a custom pair so it is expected to take longer. Finally, by the end of the conversation they said they would send the product immediately. Another month went by and still crickets. No earrings, no calls, no emails. I called them again on 01/28/2024 just to be told that now this product is on back order, which means I wouldnt even be able to give them to my girlfriend for Valentines either. I did not want to do business with this company any longer and simply requested a refund. Then they send me an email stating they will send me a link to confirm my ****** account that I used to purchase the item. I dont even own a ****** account in my name. Of course, they never send me any links and just an email a day later stating that since I did not confirm the ******, they were not able to issue a refund. Mind you, I used my regular credit card that has zero association with ******. Thats when I realized this company was a complete fraud and I was used for their scam.

  Business Response

  Date: 02/13/2025

  Hello *******,

  We are small business dealing in fine jewelry of high value. 
  Whenever certain flags are raised in the information received for an order, our fraud prevention team requests additional verification prior to proceeding with an order.
  We made multiple attempts to communicate with you in regards to this order to clear these flags, and you agreed to rerun the transaction. 

  As the invoice issued to you to rerun the transaction was never completed, we could not proceed with the order due to high risk of fraudulent activity.

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

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  11/30/2024 $451.40 A full refund upon receipt of item returned Item has been received on 12/23 and it's been over 6 weeks and still no refund. Now, I'm being told that the item was damaged and I'm not entitled to a full refund. They've sent no proof of that and when I ask to speak with someone in regards to this they leave me on hold for too long to stay on over an hour is too long.No.Please help me get my money back... I'm on a fixed income and this was a Christmas gift for my daughter and I was so disappointed in the quality. I need my money back please help me. Thank you.

  Business Response

  Date: 02/13/2025

  Hello *****,

  We apologize for any inconvenience.

  We are a fine diamond jewelry company. All accepted returns must go through and pass a thorough inspection process to ensure that the merchandise is in its original condition.

  Your return was received and inspected by our returns team. Due to the way the item was packaged, the item was received back in poor condition and damaged beyond reasonable measure.

  As the merchandise must be returned in original condition for to be eligible for a refund, this return did not pass the inspection process.

  We are happy to work with you directly to explore options to repair or trade in the earrings.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22893275
  
  I am rejecting this response because: I packaged this item the same way I received the earrings and was sent through post office with tracking number. I do not believe thier explanation and therefore u want proof of damaged beyond repair. They were diamond earrings so what was damaged. UT mist certainly can't be the diamonds. I was not informed that upon receipt that they were damaged. It's only when I called for my refund after having the item back over 2 months. I do not believe they were damaged I want proof.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 03/20/2025

  Hello *****,
  We apologize for any inconvenience.
  We are a fine diamond jewelry company. All accepted returns must go through and pass a thorough inspection process to ensure that the merchandise is in its original condition.
  Your return was received and inspected by our returns team. Due to the way the item was packaged, the item was received back in poor condition and damaged beyond reasonable measure.
  As the merchandise must be returned in original condition for to be eligible for a refund, this return did not pass the inspection process.
  We are happy to work with you directly to explore options to repair or trade in the earrings.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22893275
  
  I am rejecting this response because: I am disputing that these diamond earrings were damaged at all. If they were damaged then I should have been provided proof and I repeatedly asked for after they had the item back for two months. Also, what was the damage??? It could not have been the diamonds that were damaged, maybe the posts bent, but this company just stated they make exceptional jewelry, and I don't understand how I don't have the earrings and the $451.40 that I spent on them, how is any of this fair?? This company can say what they want without proof of what they're saying?? I'm telling you I am convinced that this is just way of this Company not having to refund me the money. I need my money back or send me the earrings back. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/03/2025

  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.

  ******! Counterfeit! NO REFUND will EVER be ISSUED!!!Edwin Novel first took my money and order and did not deliver in a timely manner. I got nervous and asked for a refund and suddenly the earrings they said would take two more weeks to be delivered due to hand crafting them appeared in an overnight delivery. The diamonds were very cloudy and I did not believe they were real so I took them and had them appraised by a State Certified Appraiser. They were "real" he told me but they were Not Jewlery Grade Quality. The diamonds the sent me were Industrial Grade Diamonds used to make the drill bits to mine for other diamonds. I immediately requested a REFUND and it was this ordeal and I had to buy insurance per the instructions of Edwind Novel Jewlery Design to obtain my refund. They NEVER ISSUED MY REFUND! I have waited a almost a YEAR and still NO REFUND! Also the *** Certificate is NOT what the Jewlery given to consumers is! It is actually counterfeit!I want my REFUND!

  Business Response

  Date: 02/13/2025

  Hello Jil,

  We apologize for the inconvenience.

  You filed a dispute on this order while still having the diamond earrings in your possession.

  Once a dispute is filed, the transaction is no longer in our control and is under the full authority of your financial institution.

  Thank you for your understanding.