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:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had purchased a chain which was too short and I exchanged it for a larger chain, which they did. The replacement larger was damaged and I again requested a replacement for the damaged chain which elicited pushback from the company, but eventually they replaced it. A day after receiving the replacement I found out that the "sliver" chain I had purchased was actually stainless steel. As it states sliver all the way through the checkout process unless you drill down into the bottom of the page and open a details link. All other areas on their website states they use 14k gold and silver, no other mention of stainless steel. When I requested that they return the product, which was well within in the 30 day return period, they denied the return because of the previous exchange of damaged product they had sent me. When I asked the company about the material they use, they literally laughed and sent using an emoji and stating that the material is listed under the details section. This is completely unethical and illegal behavior as the product falls withing the return period of the product, not too mention it is not what was advertised based on the content all over their website. Even in the checkout section when paying for the item, it clearly states that the material used is silver. Again, no mention in the checkout that the material is stainless steel. All I wanted was for them for the accept the return of falsely advertised product that falls within the return period of that product. This company, **************************, apparently enjoys taking advantage of, and laughing at, consumers rather acting in an ethical and professional manner.The screenshot of the items is an example of what I saw at checkout when purchasing my items. As you can see, no mention of the items being stainless steel.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The first bracelet I received was not the correct length, and after providing photo evidence, I was required to return it before a replacement would be processed.After a significant wait, the replacement bracelet arrived, only to have the exact same issue. Now, I am being told that variations in size are acceptable, and my request for a refund or further replacement is being denied. This is unacceptable, as the product does not match the specifications I ordered. If a product is advertised as 8 inches, it should meet that standard, not fall within an arbitrary range. If a bracelet has a clap where one end goes into the other The part of the clap that is inserted should not be included in the measurement.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order for Cuban link chain, and a tennis chain, which was supposedly delivered by ***** on January 9 upon receiving confirmation of delivery I went to the door and there was no package. I immediately contacted ***** to let them know I did not receive the package and then I contacted Jaxxon regarding The situation I provided all the details regarding the claim I opened with ***** and told to wait after 72 hours I contacted Jaxxon Only to be told, I had to continue to wait week goes by again contact Jaxxon *** has me send picture of my front door compared to the picture received from ***** confirmed my package was stolen and to wait another 48 hours I again contact Jaxxon only to know be told my claim was denied that I should have setup Carrier pick up with *****, but its a service they dont offer but Jaxxon wants to instead give me a $50 credit

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cuban Link Bracelet - 8mm - Silver / 8.5" with an engraving. When I received the bracelet, there was an obvious imperfection where the closure is located. I contacted the company immediately and provided them with a video that showed the damaged area. I was then asked for pictures and told they couldnt see the problem. I took a screenshot of the video and sent it back. The item was purchased as a Christmas gift and I told customer service that when I received the bracelet on 12/21/24. I was told I could send the bracelet back and they would send a replacement after receiving my return. I again told them it was a Christmas gift and this would cause me to have to no gift for the person on Christmas Day. I was told, I genuinely understand. That is the best option that we can do as of now. I hope you understand. Let me know your thoughts. I replied with my thoughts that, I received a damaged product that I paid a significant amount for and I deserve to have it made right! This was a Christmas gift! There should be at least a partial refund for the extreme inconvenience AND the new bracelet should be sent along with a return label and then the damaged one will be returned. I was told over and over that they would do nothing outside of wait for my return and then send me a replacement. After stating that I no longer trusted the company and would be leaving reviews, I was offered a $50 gift card. Why would I want to order from them again when my first order was damaged and rather than being helped, it became a terrible experience? After 17 messages between us, I was told on Tuesday, That being said, I will do the extra mile and have the new order re-shipped to you right away. Once you got the new chain, you can use the return label that I will provide to return the defective one. Additionally, we will still honor the $50 GC as promised. This would require me to take back the gift I gave because the company refused to make it right in the first place.

  Business Response

  Date: 01/16/2025

  Hi ******! We are truly sorry you did not receive a bracelet in good condition. You should have been offered an immediate replacement instead of having to wait to return the one you have first. We have refunded your order and will follow up via email to ensure all is taken care of. 

  Customer Answer

  Date: 01/17/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 originally purchased a chain and pendant 1/23/24. On 6/23/24 we reached out to them because the clasp was broken and the gold was rubbing off, they replaced the items at that time. Now on 12/18/24, the chain snapped during sleep. I reached out for refund or replacement. I was told it was unlikely it broke under normal wear and they couldnt do anything for me. So, jewelry that is made to last as they claim cant make it 6 months. They once had lifetime warranties, now they only offer 30 days. I understand why as their quality is terrible. Do not waste your money with this company. They say customer satisfaction is their top priority, thats definitely not the case after a short 30 days.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 bracelet and necklace. Had Love You engraved which was a suggested option. Product to big and did not look like photos. Reached out to customer service to exchange and was told because I took advantage of suggested engraving on clasp I could not return or exchange. The clasp can early be replaced on items and inquired about that only to be told I wasted almost $300 on a product that cant be exchanged. Website provides engraving option and suggested love you. They do this so they can send a terrible product you are stuck with. Butter BEware!

• Initial Complaint

  Date:12/13/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order with Jaxon order #EXC-1506695-1. One chain one bracelet and a gift bag I was sent the wrong order so I emailed them and explained the situation, they emailed me back telling me to take a picture of the order, so I take the picture and send it, once they received it they sent me a return label so I returned the entire order. When I received the correct order my gift bag wasn't in it so I emailed them back letting them know, they emailed me back saying the picture I sent showed the gift bag which it did because it came with the wrong order they sent, so I sent it back thinking maybe they sent me some else order now I can't my bag or my money I just want my$9.99.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 silver 18 5mm silver Cuban link chain with a box clasp and an engraving. This company sent me a gold chain. I asked for a return due to this and they ensured me that Id get my correct item. Fast forward a week, my new chain comes in the mail. They sent me a gold chain AGAIN. **************** gave the same fake apology script and I have yet to receive the product I paid for.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Jaxxon cuban Link bracelet it didnt last a year before the loop on the end of the bracelet opened up Contacted jaxxon. When I purchased a bracelet, it was sold to me with a limited lifetime warranty, which they have now gotten rid of. I made my purchase because of the limited lifetime warranty Guarantee the quality of their products. When I reached out because of the issue that I had with the loop, they stated they got rid of their limited lifetime warranty Would do a one time exception. I notified them that this is not what I was told when I made my purchase and what not what was advertised when I made my purchase. They Proceeded to send Me a replacement after I sent them back the original not Even three months later, this bracelet has the same issue with the loop opening. I contacted ***** to get this rectified And asked to receive store credit instead, so I can purchase the redesigned model which seems to have addressed the faulty loop in this product. They refused to help me on 11/6/24 this is clearly against the warranty policy for when I made my purchase. I understand they have now changed it but I made this purchase based on that policy. I am asking that ***** to give me store credit to purchase the redesign model and I will pay the difference or at the very least be provided the warranty that was sold to me when i purchased it. I would prefer to receive the redesign model and I will pay the difference between the two products so I dont have to deal with this problem again thank you

  Business Response

  Date: 11/07/2024

  Hi ****, 

  I am so sorry you had an issue with our products! While we had a lifetime warranty when you purchased a chain from us in 2022, we no longer had the warranty policy when you purchased the bracelet in 2023. Regardless, our products should not have had issues with the clasp and I'd love to return it for a full refund. I've spoken with the support agents you spoke with and educated them on an improved process. I'll reach out to you personally with the return and refund information. 

• Initial Complaint

  Date:10/24/2024

  Type:Delivery 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 returned an item (order *******) for refund. The online returns options included store credit or exchange, not refund. I didn't like the item once I received it. I used chat to assist who first declined refund. Once j mentioned BBB complaint, they offered a refund with $10 processing fee. I'd like a full refund.

  Business Response

  Date: 11/05/2024

  Dear *******,

  I'm sorry you experienced some difficulties returning your products for a refund. Our system should have allowed you to choose exchange for a different size, store credit, or refund to your original payment method, which always incurs a $10 handling fee. It seems the agent was hoping to assist you with an exchange or store credit in the hopes she could get you something you'd prefer since we do offer customer incentives for exchanges and store credit! I'm sorry that process seemed confusing and challenging. I can see that your return was processed, but should there be anything else you need, please let us know.