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Business Profile

Jewelry Stores

Edwin Novel Jewelry Designs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Product Issues
    Status:
    Answered
    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 purchase from Edwin Novel diamond earrings for a value of $600 plus dollars and when they were delivered they were HORRIBLE QUALITY DULL! I followed their return policy to the letter. I have proof of the earrings being received and then they said it would take 21 days to examine the earrings. After the twenty one days they just stalled in getting my refund thru AFFIRM CREDIT. I filed with AFFIRM to get n lived to assist me in getting my refund. I sent all proof of the returned earrings to AFFIRM then they said it would take up to 60 days to review and approve a refund. AFFIRM said now that I didnt comply with the vendor return policy and will not refund my account. I followed ever request to the letter and the earrings were returned via ***** two days after I received them! ****** has now reopened the case as of 1/15/25 . DO NOT DO BUSINESS WITH EDWIN NOVEL or AFFRIM they are NOT REPUTABLE!

    Business Response

    Date: 02/13/2025

    Hello ******,

    We apologize for the inconvenience.

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

    Per our records, the dispute has been resolved and your refund has been issued.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Answered
    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 fron edwin novel jewelery design located in *************, one diamond solitire pendant and a set of earing on 6/4/2024. I have attatched the invoice. The company has a 30 days return policy. I returned the products within the same time frame I have attached the post office return ***** I waited for 3 + weeks for my refund I have atteched email convesations for the same. I did not receive the refung for 3 + week hence I filled a dispute with ******. The merchant EDWIN NOVEL JEWELERY DESIGN told me that because the dispute is on they cannot refund me. I waited for another 6 months for dispute to close. Now on jan 1st 2025 ****** closed the diapute I have attached **** for the same. I emailed the merchant about the same on 3rd jan ***** no response from the merchant. I called them every since day from last monday to friday, again today all they are telling me is they are waiting for their billing **** update. When I ask to speak to a manager I was kept on hold for 2 hours. No manager called back I am calling them every single day but they are not giving me my refund. Please help me get my refund because this is a big amount for me and I have charged it on my credit card which I need to pay back from the refund. This company is a fraud for sure.

  • Initial Complaint

    Date:12/04/2024

    Type:Product Issues
    Status:
    Answered
    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 purchase a necklace from edwin novel on 9/25/24 and itwas too small so i email the to return address sent it back on october 2, 2024 and they received it 10/8/24 ihave been calling and emailing since octobeer until now december 4, 2024 keep saying they will contact the accounting ***** $129.87 theey owe me.

    Business Response

    Date: 01/08/2025

    Hello *******,

     

    Per our records, your refund has already been issued.

    Kindly check with your credit card institution.

  • Initial Complaint

    Date:12/04/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 earrings from Edwin Novel Jewelry Designs in March 18, 2014 and received them on April 16, 2024. I returned earrings April 22, 2024 after contacting them. They sent me directions and a return number. This was well within the 30 day return policy which states that items may be returned for any reason. Edwin Novel signed for the earrings. I contacted them several times asking for my refund. Finally I filed a dispute with **********. Because Edwin Novel did not provide me with a receipt, the dispute was closed I have continued to contact Edwin Novel and sent them the letter stating the dispute was closed. Capitoline returned the ****** to Edwin Novel in August.They will not refund me the money and they will not return the jewelry.Please help me.

    Business Response

    Date: 01/08/2025

    Hello *****,

     

    We apologize for the inconvenience.

    Once a dispute has been filed, the transaction is no longer in our control and is under the full authority of the credit card institution.

    Thank you for your understanding.

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 necklace for my wife's birthday and she is a bit picky but I saw that they had a full refund exchange policy if for any reason you did not love their product within 30 days of receipt. Unfortunately that was the case, and my wife didn't like the setting for the stone in the necklace. I fulfilled all of the requirements for a full refund, original packaging, certificate of authenticity and all receipts and documentation for *** return of the product to them. I followed up after about a week to make sure that they had all they needed to process the return and was given some attitude about the whole matter. I asked how long it would take to process the refund since they told me about 14 to 21 days to get done and I was told by ****** that it would take AT LEAST the full 14 to 21 days for the refund. I called back after 2 weeks and she again repeated that it would take the entire time for a refund but she would call me with info on the return in a day or so. She never called. Called back the next week and got the same answer from ****** about a call back and once again never received a call and she told me "I didn't call because I did not have anything to tell you". Now we are way beyond a month after they received the necklace and I call back and am told it is "In return process" and to give them some more time. Called back the next week and was told the exact same thing. Called back the next week and was told the same thing again. Almost 2 months later I call my credit card company to cancel the transaction and they reply to **** that I am NOT ELIGIBLE for a refund for the transaction. They were very happy to take my money, but they had a very hard time with their own return policy and processing a refund. Very bad customer service.

    Business Response

    Date: 01/08/2025

    Hello ******,

    We apologize for the inconvenience.
    Once a dispute has been filed, the transaction is no longer in our control and is under the full authority of the credit card institution.
    Thank you for your understanding.

  • Initial Complaint

    Date:11/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 earrings for $523.24. I returned them due to the fact they were milky and looked more like an opal. I had return authorization and proof of delivery. I was told it would take ***** days for them to issue a refund. It has now been 2 months and they are not replying to my emails.

    Business Response

    Date: 11/14/2024

    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: 11/17/2024

     
    Complaint: 22520742

    I am rejecting this response because: When I returned the item I was told ***** business days. It has been 2 months.

    Sincerely,

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

    Business Response

    Date: 11/25/2024

    Hello *******,

    We apologize for the inconvenience of the wait.

    We will look into this matter.

    Thank you for your understanding.

    Customer Answer

    Date: 11/26/2024

     
    Complaint: 22520742

    I am rejecting this response because: All they need to do is issue the refund which they are refusing to do. I paid over $500.00 for the earrings and I have neither. They received them back in early September. The only acceptable response will be they have issued a refund.

     

    Thank you

    Sincerely,

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

    Business Response

    Date: 01/08/2025

    Hello *******,

     

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

  • Initial Complaint

    Date:09/25/2024

    Type:Product Issues
    Status:
    Answered
    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.
    purchase made on approximately December 21st 2023, for diamond solataire earrings. said product returned on 1/4/24. merchandise was not as described , poor quality. Merchandise was received by Edwin Novel on 1/11 /24. Company promised to issue a refund. money was never refunded and company kept the mechandise.

    Business Response

    Date: 10/03/2024

    Hello Charles,

    We apologize for the inconvenience.
    We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
    As you filed a dispute on the transaction before this process could be completed, the transaction is no longer in our control and is under the full authority of your financial institution.

  • Initial Complaint

    Date:09/19/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 piece of jewelry for my mother this May. I wanted to ship it to her instead address of mine. Edwin took the money then advised they could not ship to address outside of billing address listed on card used for purchase. They only presented me with the option to issue another payment via ****** in order to refund my initial payment. To clarify, they wanted me to pay twice, in order to get a refund or ship to my address, which was not an option as I needed it to arrive to her address. I refused and advised I would be getting a refund. I filed the dispute through my bank, but Edwin sent my bank some document stating I was a non refundable customer due to a contract. I tried to send the correspondence between me and Edwin to prove to my bank I still, after all of this time had not received product. Edwin refused to send the product to the address where I needed it to arrive and also would not issue me a refund. They also prevented my bank from doing so by sending that document stating I was non refundable. I am out of the money and have no merchandise either. They scammed me and give me the run around when I have called to their accounting department to get a refund. They repeatedly take my number down but have not returned my call.

    Business Response

    Date: 09/27/2024

    Hello *****,
    We apologize for the inconvenience.
    We are in the diamond jewelry industry. For our and the customers safety, certain scenarios require additional fraud prevention and verification prior to the shipment of the order.
    You did not wish to proceed with verification and a dispute was filed on the transaction.
    When a dispute is filed, the matter is no longer in our control and is under the full review of the credit card institution.

  • Initial Complaint

    Date:09/18/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We purchased ****** earrings via Novell website with understanding product could be returned and purchase refunded. Purchase was made via **************** in July. We called merchant after receiving item to request return/refund procedures. Merchant provided specific instructions for return and received earrings. We followed up with a call and were told to wait for their response, which was never provided. So we disputed the charge via ****. **** advised the merchant declined to speak with them but provided documentation indicating refunds were not allowed on certain jewelry product. We called the merchant who indicated there would be no communication until the disputed charge was removed. **** removed the dispute in August. Calls to the merchant still proved fruitless since they said **** had not contacted them directly..the dispute was still there to their knowledge. We sent follow up emails and letters documenting the stated facts AND sent and faxed a letter return receipt requested on September 7 statingThe purpose of this letter is to respectfully request an update on the status of our appeal for a refund of our monies provided for purchase of diamond earrings that were also returned to you many months ago. Our bank, ****************, has advised you (and us) of the removal of the dispute (in August). You received the earrings pursuant to your instructions in July ..sent return receipt signatured..in July! You have the merchandise AND our money and have not communicated with us directly since the initial purchase. A written response would be courteous, professional and civil. Thus this additional written appeal. Regards. **************** ********** ************ For your information and file. I hope this will help you resolvemy request for a refund.Your business has1) the returned earrings, Edwin Novel{RET-14807}2) my money ($1442.79)for the returned earrings.We are now appealing via you!

    Business Response

    Date: 09/27/2024

    Hello ******,

    We apologize for any inconvenience.
    When a dispute is filed, the funds are debited from our account and the transaction is fully under the control of the financial institution.
    While we understand your frustration, there is nothing we can do until the matter is fully resolved.

    Customer Answer

    Date: 10/02/2024

     
    Complaint: 22305580

    I am rejecting this response because: **************** is the bank being referred to which released dispute and noticed us and them on July 4. Copies were resent to them on 7/4 & 9/7 via return receipt mail and email. I have tried attaching doc 0170 i ***** ****** it separatelyDoc is attached

    Sincerely,

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

    Business Response

    Date: 10/10/2024

    Hello ******,

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

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Hello! Thank you for any assistance you can provide. I bought a ring for my girlfriend on December 18th, 2024 as a Christmas present. The ring and the stone in the ring was of poor quality. I returned the ring immediately after receiving the ring in December 2024, and despite numerous phone calls and emails since December of 2024, I have still not received the refund as promised. The amount of the ring was $626.26 and the last person who contacted me through email ***** assured me that my refund would be in the "next batch." That email was over one month ago. I work in retail and I am so appalled and disappointed with this company, and their promise of a refund that I have still yet to receive. I spent $626.26 dollars for this ring which I returned immediately upon noting the poor quality of this ring, which has still not been refunded. Would you please help me with obtaining this refund. I have been waiting for this refund since December 2024!

    Business Response

    Date: 09/04/2024

    Hello *******,

    We are looking into this matter.

    We apologize for the inconvenience.

    Customer Answer

    Date: 09/06/2024

     
    Complaint: 22195153

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 09/13/2024

    Hello,

    We have resolved this situation with the customer.

Edwin Novel Jewelry Designs is NOT a BBB Accredited Business.

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