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:07/25/2024

  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.

  Purchased a pair of chains one year ago and they were great. Out of nowhere, nothing done differently, always taken with care, they tarnished black. Contacted the support team. All I was told was we dont do warranty exchanges, only returns within 30 days. What kind of policy is this?! Nothing can be done? You only sell jewelry that lasts just one year? ***** stated all we can do is give you a 15% discount. For what? So they tarnish again? Why cant I just get them fixed, or replaced. All she said was so sorry. No resolution, nothing. Terrible customer service. Products that fail. Do not buy from this place, if you pass the 30 days of having a brand new product their answer is, sorry, so sorry, buy a new one. Terrible policy.

  Business Response

  Date: 07/26/2024

  Hi ****,

  Thank you for reaching out to us with your concern. Because we no longer have a warranty and your products were purchased longer than 1 year ago, we usually do not offer a replacement. However, I'd love to see what we can do and learn more about the issues you experienced with our products. I will reach out to you via email. 

  -**************

• Initial Complaint

  Date:06/14/2024

  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.

  A company that claims to provide long lasting products that actually only last about 6 months. The solution to the issue is short enough to get the product beyond the point of resolution leaving the customer with a loss of the money invested. The product turns out to be terrible and the company fails to stand behind the product it sells. I challenge the company to allow me to leave an honest review on their website so others can understand the financial loss they will experience.

  Business Response

  Date: 07/01/2024

  Dear customer,

  We are so sorry you experienced an issue with your product! I can see that we processed an exchange for you and we'd like to make sure you're happy with it! We will reach out to you today.

  Customer Answer

  Date: 07/05/2024

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

• Initial Complaint

  Date:04/16/2024

  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 earrings through Jaxxon roughly 2 weeks ago. I received my earrings about a week later. One of the earrings immediately broke opening the earrings so I could put it in my ear. Because I spent $45 on them and just received them I tried wearing them even though the latch would not lock shut. This lead to me losing the earring a few days later. I contacted them to see if I could get any sort of refund, replacement, or refund even though I knew it would be tough. They proceeded to offer me 15% off, the same 15% theyve been spamming my email with since I purchased the first pair. Then because they falsely advertise a quality handmade product I wanted to leave a review. There is no where to leave a review, they would not send me a link to leave a review, and they very clearly make false reviews as every product has a perfect score from reviews. Im not mad about the refund, I wasnt assuming I was getting it, but the blatant false advertising all over their website is misleading and seems to be a scam to upsell cheap products. I got scammed and want to help prevent other people from being scammed

  Business Response

  Date: 04/16/2024

  We are sorry to hear there was an issue with the earrings your purchased which led to one of them getting lost. While our policy is to not replace items that have been lost due to the potential fraudulent nature of this complaint, but we tend to handle these on a case by case basis. We can absolutely replace your earrings or provide a refund to store credit or your original payment method. We will reach out directly to assist you with this!

• Initial Complaint

  Date:04/15/2024

  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 two necklaces from Jaxxon February 11, 2024. The package was delayed several times and finally arrived. However the package was completely empty on delivery. **************** offered little to no support on the matter. Instead asking me to wait for more info for weeks. Contact with support is sparse, inconsistent, and rude. Nothing has been updated since that time. Do not buy anything from Jaxxon. They are a scam

  Business Response

  Date: 05/08/2024

  We truly apologize for the experience you had with our team. After reviewing your correspondence with us, it is definitely our error that a supervisor did not follow up with you. Those members of the team will be educated on proper procedures when handling the issue you experienced. Management will reach out to you directly to resolve your refund.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21560976
  
  I am rejecting this response because:

  I never heard from management, I gave them a call myself and they said the customer service rep is no longer with them and have only after calling them have they reopened the case. 
  

  They do not seem to have any knowledge of communication through both my credit card company to through the BBB.

  please avoid this company at all cost

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

• Initial Complaint

  Date:04/01/2024

  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 purchased items on the 50% off deal because it was my first purchase. I settled on the womens Cuban link necklace and a rope necklace with my late grandmothers name on a pendant. The rope chain necklace is awesome. I love it so much but I did not like the way the Cuban link sits on my neck. It keeps tangling and the iced out part keeps turning over while Im wearing it, I feel like a bigger chain would be a better fit for me so I called to see if I was able to exchange my item. Long story Short because the item that I want to exchange has the discount I am unable to return it and still receive the discount on the cheaper item of my order , the necklace that I want to purchase is more expensive than the womens necklace. I will need to pay the difference of the necklace if the discount is still applicable. The lady over the phone basically told me that I couldnt return the whole purchase which is where I was at because I couldnt exchange because the pendant was customize. I understand that but I would like to get a bigger iced out chain so I can wear it correctly, and I am willing to pay the difference, but you guys are not willing to honor the discount previously, which is weird.

• Initial Complaint

  Date:03/08/2024

  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 made a purchase with ******* December 2023, the iteams were smaller than expected I contacted them pay extra for the exchange and mailed them back the 3 chains for exchange, I was told it will take 7-10 business day. And now were in March and I keep getting the run around and no money refund they have the chains and havent given me back my money. I contacted my bank but because I bought this by using affirm my bank cant get the funds. I try contacting ******* again but now they saying a manager will get back to me but nothing and they keep ignoring my emails and refusing to let me talk to a manager and wont give me my refund. I have proof they sign and received the iteams back. I would like to get my money back because Im not letting them keep $389 dollars and I dont have the merchandise. This is not right because this has hurt my credit and theyre not trying to help me or refund me my money or following their own return policy rules.

  Business Response

  Date: 03/18/2024

  We truly apologize in the delay of shipping out your exchange order after receiving your return. At this time, it looks like you've received your new items. We will reach out to you to ensure you are happy with your purchase or if you need further assistance!

• Initial Complaint

  Date:03/08/2024

  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 purchased 2 necklaces from this company for my wife for Valentines Day. The date of purchase was 2/7/24, for a total of $289.38. My wife didnt like the necklaces so we immediately returned both necklaces, shipped back 2-3 days after Valentines Day. On 2/17/24, they refunded my credit card a total of $116.14. After asking them why I was not refunded the total value of both necklaces, they said its because only 1 necklace was indicated as a return, even though both necklaces were shipped in the same package. They are saying the 2nd necklace will be considered lost. So theyre keeping my money for a necklace that I returned because of a technicality in their return process. We dont have it anymore so we shouldnt have to pay for it.

• Initial Complaint

  Date:02/22/2024

  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 recently ordered a gift for Valentines Day. When received, the chain was broke (would not open or close) therefor, it was unable to be put on or taken off. I ordered a matching bracelet chain as well. To my fault, the bracelet was the wrong size. I contacted customer service online and after 2 hours and 40 minutes of their chat, I got no where. All I was asking was if they could send me out a new set immediately, as this was a gift, with a return label (to return the defected chain) and I would pay for the difference of the larger bracelet. As a business owner, if I were to send send a broken gift (that was supposed to be wrapped and wasnt - I did not even let them know this which I paid $10 for,) I would immediately send out a new chain and allow the customer to exchange the bracelet. Of course, they wanted to give me a credit once the items were both returned, therefor I would miss out on the sale that ended the same day the gift was received (Feb 14.) OR they can wait for hours to see if my refund would be approved and they would get back to me. OR they would put a hold on MY credit card until the defected one was returned and send another. You sent me broken jewelry and expect me to put a hold on my card?They also gave me the option to return the jewelry, once I wait for a return label, then they will need to inspect it, and then wait 7-10 days for a refund. Horrible customer service and they do not care about their product or inconvenience. All I wanted was for them to send me a new set with the same 2-day shipping that I had a code for, with a new chain necklace that was not broken, and I would pay for the larger bracelet that was needed so that the gift could still come this weekend and a return label so once the new set arrived with the return label, I could send the bad one (and small bracelet back.) It is horrible to send a gift that is broken to someone and embarrassing and they do not care about their customers or back their product obviously.

  Business Response

  Date: 03/12/2024

  We are truly sorry you received a defective product and that it took longer than usual to receive help from an agent on our team. After reviewing your correspondence with us, I can see where the issues came up! At this point, I do see that you've been fully refunded for you order, but I will reach out personally to ensure that you feel you've been fully taken care of. We do not take these issues lightly and your honest feedback is appreciated. 

• Initial Complaint

  Date:02/07/2024

  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 bought a gold chain from Jaxxon for my boyfriend for Christmas. I use my card ending in 9908. Theyre saying I paid with a card. Ended in 7412. I dont own a card with 7412. I paid with 9908 so they refunded the money to 7412 that is not my card. I dont I know whose card that is I explained to them that is not my card I paid with could they put my money on 9908 but we didnt seem to be getting anywhere with that I would like to get your help with getting my money my back. Thank you.

  Business Response

  Date: 03/13/2024

  I apologize for any confusion our team caused. I can see that we did fully refund you for your returned item and money was provided to the original payment method ending in 9908. We will reach out to you to confirm you've received it!

• Initial Complaint

  Date:02/07/2024

  Type:Sales and Advertising 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 January 22, 2014, I ordered merchandise from Jaxxon. I received confirmation of shipping label creation on January 25. Shipping was ***** two day. ***** shows no package was ever provided to themonly a label was created. I emailed Jaxxon on February 1 and February 5 and was informed that the package had been shipped but ***** just didnt scan. Jaxxon claims this is *****s problem, not theirs. I have received no merchandise and no solution from Jaxxon.

  Business Response

  Date: 03/18/2024

  We truly apologize that our shipping carrier, ****** did not deliver your original order shipment. We are looking into the reasons why we did not ship you a replacement sooner. At this point, it looks like your replacement order was delivered. We will reach out to you to ensure you're happy with your products or if you need further assistance!