Complaints

This profile includes complaints for Kevin Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kevin Jewelers

  550 S Hill St #1150 Los Angeles, CA 90013-2434

• 

  Kevin Jewelers

  6000 Sepulveda Blvd #1501 Culver City, CA 90230-6427

• 

  Kevin Jewelers

  5078 Montclair Plaza Ln #50 Montclair, CA 91763-1520

• 

  Kevin Jewelers

  1163 Galleria at Tyler Riverside, CA 92503-4134

• 

  Kevin Jewelers

  40820 Winchester Road #2390 Temecula, CA 92591

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:04/11/2023

  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.

  Good evening, My name is ***************************** and my fianc ***************************** purchased our engagement ring with sales associate ******** on 07/22/2021 at Kevin Jewelers located at **********************************************************. With the ring purchase my fianc also purchased the lifetime warranty that was offered to him through Centricity for $199.99. On 03/25/2023 we went to the same Kevin Jewelers location to get the ring resized from a size 7 to **** due to weight loss and was told by sales associate Ping that they could not resize my ring through Kevin Jewelers anymore because they were undergoing a lawsuit with Centricity due to them cancelling their contract. Sales associate **** proceeded to say that the lawsuit was very much new and that she did not have any information to provide me besides handing me a brochure with an email. I then told **** that if the resize consisted of mailing in my ring I would not feel comfortable doing so because they dont have an office locally. **** assured me that if I experienced any issues with that she would credit the $199.99 towards their warranty which is $350.00 and I would just have to pay the difference. I left home that evening and emailed Centricity and was advised I needed to mail in my ring. I contacted **** the following day which was 03/26/2023 and advised her what the next steps were and she told me she would take care of me and to bring in the ring and that she would give me the credit of $199.99. On 03/31/2023 I took the ring in and **** lied infront of her store manager ************************* saying she never said that and that they could do absolutely nothing for me. Store manager ************************* rudely told me that a lot of customers are currently experiencing this and that they have no solution. ***** and **** both offered to buy my ring back and give me the $199.99 back but they could not give me the credit. All I want is the credit of $199.99 to go towards Kevin Jewelers warranty.

  Business Response

  Date: 04/20/2023

  We apologize for the inconvenience and misunderstanding but there are no lawsuits between two parties. Centricity changed their policy and would like to service their own contract.
  Centricitys policy is to send out the item to them in order to give service to the item.
  
  However, our District Manager, *********, is communicating with ****************** and his wife. ********* gave them options in order to resolve this matter. Both ****************** and wife are happy.
  
  

• Initial Complaint

  Date:02/18/2023

  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.

  I am writing to make a complaint about a jewelry store that sold me a manufactured diamond without disclosing that it was not a natural diamond. I feel that this was a deceptive practice and I am very disappointed in the store for not being honest about the product they were selling. I would like a full refund for the purchase and an apology for the lack of disclosure. They took advantage of me in my moment of weakness. I disclosed to them that I was buying a ring for my terminal ill brother to marry his girlfriend and they took complete advantage of me!

  Business Response

  Date: 03/23/2023

  Kevin Jewelers would like to apologize for the misunderstanding. The description of the purchase is clearly written on the receipt that was signed. Our associates informed our client that the diamond was lab grown. And to make the customer happy, we gladly exchanged the item for another ring. Customer was satisfied and happy with the new ring. Thank you.
  
  

• Initial Complaint

  Date:12/28/2022

  Type:Billing 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 went to kevin and they sold me a fake ring.. The ring fell apart in 3 days.. the diamand fell out and the gold turned black.. I returned the ring but they only offered ***** credit..I noticed all the rings she showed me was 2x as much which i could afford. They are destroying my credit and I dont have no jewelry from their store. I tried calling but they just say" oh well its on your credit now" I need help.. I should not be forced to buy fake crapy jewelry and you cant make me take store credit because your ring was defected.

  Business Response

  Date: 01/17/2023

  Per our policy written next to ******************** signature on every sales receipt our policy states:
  No refunds. Exchanges within 7 days (for equal or greater value) with receipt. Special orders, repairs and watch sales are final.
  *********************************** was not happy with her purchase on 4/29/22 so we exchanged her item on 5/7/2022 for another item, though it was well past the 7-day exchange period we offer our customers. She then again communicated to us that she still wasn't satisfied and we did another exchange again on 6/29/2022, once again making an exception to our policy to try and satisfy this customer. At this point we have made multiple exceptions and concessions in an attempt to make her happy.
  Her merchandise is ready for pick up since she requested ****** and she refuses to pick up her order. Kevin Jewelers is not responsible for making payments for her as she utilized financing for her purchases and owes payments. She did previously take the merchandise and she is responsible for making her payments. Thank you.
  
  
  

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You did not include your jewelry was fake, said made in *****, turn black, and the diamond fell out within a week. You can not sell defective jewelry and say no refunds. your store has had the ring for a year and I will not be forced to pay for jewelry of poor quality and fake that change colors and say *****. This is fraud to sale me fake jewerly.I refuse to pay for made in ***** jewerly abd your store should not have tried to scam me.

  Business Response

  Date: 02/02/2023

  Kevin Jewelers did not sell fake jewelry to **************** nor defective merchandise.
  Some people will still experience discoloration with even the purest of gold jewelry, while others will not. This is due to other environmental, chemical and biological factors.
  The abrasive particles often found in cleaning chemicals and even make-up that can cause the metals to break down more rapidly and expose the base metals or generate fine dust, which would show up as a blackening of the jewelry and/or skin.
  Like mentioned previously, **************** is responsible for making her payments to the finance company. We made multiple exceptions to satisfy her. Her merchandise is ready for pick up since she requested ****** and she refuses to pick up her order. No refund will be issued.
  

• Initial Complaint

  Date:12/27/2022

  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 ring on December 20, 2022 and I came back to return on December 26, 2022 At the Kevin Jewelers************** location. At the time of purchase the sales associate did not disclose with me the item I was purchasing was a lab grown diamond and that it was a final sale, cannot be refunded. I specifically asked if my wife did not like it, would we be able to return it and the sales associate reassured me that it was okay. I would have never made a purchase if I had knowledge of this. There was no verbal or written agreement shown/signed by me that I was aware and acknowledged the return policy. I have researched a bit into this company and realized I am not the only victim. I attempted to resolve this matter in their ************* location but the store manager ***** was very rude and shown zero concern for their misleading business practices. He stated there was nothing he can do but wait for a phone call. He could not give me a timeframe of when someone would reach out to me and just wait but they still will not give me a refund. His favorite statement was "We don't refund". I would like this matter to be resolved. I want a refund and to close my credit account I opened with them. If my only option is the leave the merchandise on their counter, I will. Im hoping they can see the seriousness of this matter and give me my refund. I hope in the future of this does not happen to another consumer. I will wait for someone to contact me. Thank you.

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 6, 2023/01/03) */ Thank you. Kevin jewelers has already gave me my full refund. If I can close this complaint

• Initial Complaint

  Date:11/26/2022

  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.

  ************ needs repair, I search for the nearest store and drove there they said that they couldn't help because after Covid they don't do repairs, they gave me an email address to send them the details of the lifetime warranty that i purchase but they never reply to my email. I pay for the warranty when I purchase the band and they don't have an answer.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/14) */ ********** is the warranty company that the consumer needs to contact directly in order to process the repair. We did not deny Ms.******** repair. Please forward this information to Ms. ************: The customer would need to email ********** at ********************** with their full name and contract# (*******) in the subject line and explain to them the service needed. Attached service contract from **********. Consumer Response /* (3000, 7, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did email them, and I had NO RESPONSE I am still waiting but NOTHING YET see below!!! I need to get some information on how to send my***** for repair, I paid for a lifetime warranty and I haven't received any email response from you. I am traveling soon and I need to be home to receive the item. Thank you From: *************** Sent: Tuesday, November 22, 2022 10:51 AM To: ************************************************* Subject: **** Repair Lifetime warranty Hello, My Name is*************** and I was given this email at Kevin jewelry ******************** to file a claim. I purchase a Band back in 2018 my customer # ******** Transaction # ******* on 08/10/2018 SKU# ********** Serial # ******* Warranty #********** Lifetime CID: ****** I need to get my***** fixed and I need the information to send it, please respond to my email and provide details on how I can make this possible. Thank you Business Response /* (4000, 9, 2022/12/19) */ The correct email address is ******************.com. Ms. ************' email to ********** is not correct, To: ************************************************* The letters "R" and "L" are reversed in *jewerly.* Please copy the correct email above and resend your email to **********.

• Initial Complaint

  Date:11/23/2022

  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 bought my ring in 2018. Was surprised that I got a free lifetime insurance. Well, in May off 2021 I left my ring for maintenance. When I got my ring back I noticed several diamonds were this weird yellow color. When I got home I looked at them under a LED light and the weird yellow stones glow a neon blue color. After doing some research I realize that they are not diamonds anymore. My diamonds About 7 of them are no longer in my ring. I saved so long for this diamonds ring and I want the diamonds back

  Business Response

  Date: 12/14/2022

  The diamonds on ******************** are not missing. As she mentioned, under a LED light- some diamonds fluoresce when they are exposed to ultraviolet (UV) rays. This can cause them to emit a bluish light or a yellow or orange light. Once the ultraviolet source is removed, the diamond stops fluorescing. Natural diamonds have a property to produce glows of varied colors when exposed to black light/ultraviolet light.
  On May 17, 2022 we clean and Rhodium ********************' ring and all of the diamonds are intact. Please see image of ring when clean and rhodium were serviced.
  
  See Attachment/File: *******************************-ring.jpg

• Initial Complaint

  Date:11/13/2022

  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.

  Shameless dishonest pieces of fine garbages. On 08/01 my mother bought two piece 14gold/Diamond wedding gift, later she discovered the earring was defective and went back the next day to get another comparable piece. The lying unprofessional unethical 'manager' offered her another 'better' piece with more diamonds, processed an exchange with an upsell of $250. Later that day when I got home and as my mom was showing it to me, we discovered that she was actually sold a 10k piece (against her clearly stated preferences), the day was over, and we had to depart overseas the next day. When we reached our to them over the phone they lied and lied and his behind my mother's signature under the exchange/purchased receipt.Also tried e-mailing them. The manager called and basically said that "she wouldn't be the first and she will fail" to successfully dispute. The shameless bunch sent the same papers to the bank responding to our dispute hiding behind the signature under the receipt saying that 'she should have read the receipt, and worn better glasses'. Obviously they knew the drill because the manager exactly told me "you can dispute, we will send them the receipt with her signature with no return policy". I bet this isn't first time a 'happy' customer decides to return the garbage they sold by deceit. I am sure the consumer protection department will be deeply interested in other 5 star stellar reviews they got on here. Shame on you.

  Business Response

  Date: 11/29/2022

  The above transaction on Aug 1,2022 belongs to ***************************. ****************** was very happy and content when we did the first exchanged even though it was a clearance item and stamped final sale on the receipt. Our store manager, ****, offered another exchange if ****************** was not satisfied with the new item. If she wants a bigger item, she will need to pay more. We did everything possible we can to keep her happy and still offer an exchange even if the receipt is stamp "final sale." ****************** was aware that the new item was 10K since she signed the receipt and agreed it was a final sale. We can still offer the exchange, but she will need to pay more if she desire a bigger piece. No refund will be issued. Please see attached receipt.
  
  
  See Attachment/File: *************************** ****

  Customer Answer

  Date: 12/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This complaint is not about your no-return policy.
  Stop trying to hide behind the no return policy and steering away from the actual complaint. We understand the 'no return' policy.
  
  
  The no-return policy doesn't apply as you breached the sales agreement by deceptively selling an items that my mother ****** didn't ask for.
  
  She came for 14k gold pieces. When you replaced one of the defective items - you 'offered' her a 10k piece without mentioning that it was actually a 10k and not 14k. it's not what she asked for.
  
  
  Again, take your piece back and refund her. This is not what she asked for and it was "sold" her by deception. Omission is deception too. The fact that the receipt has has the correct description doesn't mean you explained it to her.
  
  She didn't know she was dealing with garbage selling company and she had to make sure you aren't selling her peace of metal and being a magnifying glass with her to read the receipt.
  
  
  
  
  

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, you have failed us when we needed a jewelry piece.
  We have no further need. If your item is so great and precious, take it back, issue a refund check and sell it to another customer who may find it worth it and enjoy it. No self respecting company selling quality stuff of claimed value would have any problem admitting they're wrong doing.
  
  Take note - there were two items purchased. And it is in acknowledgment and understanding of the no-return policy that we are not talking about the first item as that one was purchased with complete understanding.
  
  

  Business Response

  Date: 01/26/2023

  Per our policy written next to Ms. ********* signature on every sales receipt our policy states:
  No refunds. Exchanges within 7 days (for equal or greater value) with receipt. Special orders, repairs and watch sales are final.
  Ms. ******* was not happy with her first purchase so we exchanged it with her knowing that the new item is 10k with more diamonds. We will gladly exchange her item again even though it is well past the 7-day exchange period. Ms. ******* can contact our store Manager, ****. Mr. ************************ is disrespectful on the phone so we appreciate it if ************************ can contact our store. Thank you.
  
  
  
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  **************** bought ** ********** ring from them back in 2016. Fast forward to today, I was wanting to see what the ring is worth so we could upgrade, etc. I went to ************** and they tested the diamond ring and it came back as moissanite. The stones on the side came back as moissanite. I was thinking this isn't right because I was sold a diamond ring for $1,500. They said "This is moissanite and the most I can give you is $80 and it's only for the gold." I was shocked! I went to Kevin Jewellers for my old receipt to be sure they sold me a diamond. It says clear as day on the receipt DIAMOND. I tell then the situation and they test it in the store saying "We only sell diamonds here! We have 54 stores and not one of them has moissanite! ONLY DIAMONDS!". Conveniently their tester comes back as diamond. They said that the other place must be lying because it's diamond. I say to them "So if I go anywhere else to get this tested it'll come back diamond?" they said yes. So that's what I did. I went over to *************** and they tested it. IT CAME BACK AS MOISSANITE! So I went back to Kevin Jewellers and said "You guys sold me a fake ring and I was under the assumption it's a diamond. You guys are scamming people!" They were just smiling and literally told me if I wanted a refund I would need to spend 2x the amount for the ring and they can exchange it. I demanded corporates number and surprisingly there isn't one - just a ** customer service email. The manager goes and talks to someone and she says that in order for them to do anything I'd have to send my ring in to be appraised by their jewelers (YEAH RIGHT!) and it can take weeks. I told them I just want a refund cause you guys sold me something under the pretenses it was something else. Again, they said there's nothing they can do. I was shaking at this point and kept saying they're selling people fake diamonds and jewelry!

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */ Our district manager, ******, has been communicating with **********. We would like to investigate this matter by bringing the ring to our store location and have our main office do the investigation and verification. ****** spoke to ********** on 10/6/2022 and she agreed to drop off the ring. As of today 10/18/22, we haven't heard back from **********. ****** also left her a voicemail. We also offered to do an even exchange for another item that she would like.

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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 ********** bracelet and I was curious if it was solid 10k gold, so I put the bracelet on a strong magnet and it was kinda crabbing on to the bracelet and so I took it to and expert and they said "this might be risky because I don't know if its all gold" since it was grabbing on the magnet. I bought a $2k ring and a ************** bracelet that was $1500 aswell with a matching $1700 ************** chain I need to know if its solid hollowed or just gold dip but the sales rep told me they where all solid 10k gold

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/26) */ Our store manager******* has been calling and left a voicemail to Mr.*************. We would like Mr. ******* to call our store back so we can explain his purchase thoroughly. The store phone# ************. Thank you!

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 tennis bracelet from Kevin Jewelers at*********************************************. The bracelet was purchased on 8/14/2022. When I bought the bracelet, I was told it was brand new. Once I arrived home, I decided to try on my "new" bracelet and admire my "new" jewelry to my surprise I had been deluded. The bracelet was tarnished and the clasp was broken. There is no way that a brand new bracelet would be tarnished in less than 24 hours. I took my bracelet to a different jewelry store to get a second opinion and I was informed that the bracelet I was sold is used. I was livid at the fact that someone would knowingly be deceitful. I returned to Kevin Jewelers on 8/15/2022 and asked that my money be refunded due to the fact that I was a victim of deception. The manager ****** informed me that they do not give refunds even though I was flat-out lied to. They offered to polish my bracelet and fix the clasp on what was supposed to be a "brand new" bracelet. She advised me that she would go to the Bakersfield location the following day and see what tennis bracelets they had available and then she would send me pictures. Needless to say, I never received any pictures, so I texted her on 8/24/2022 asking what my options are and if she found any other bracelets. I received a response from her on the following day stating that she would send me pictures in two hours. I did not hear anything from her so I decided to call the store and see if I could finally get a resolution. No one there was able to be of any assistance. Finally, on 8/28/2022 ***** sent me pictures of a few bracelets, I was informed that they are all over my price range and that she would try to get more pictures. As I anticipated today is 8/31/2022 and I still have not heard from her or anyone that works for Kevins Jewelers. This company is unprofessional and they lack integrity and customer service. I am literally flabbergasted at the treatment I have received.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/15) */ We apologize for the inconvenience. Our district manager reached out to ******************* and given an option to either exchange her bracelet or issue a refund. Thank you.