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Business Profile

Online Retailer

Jaxxon

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 65 total complaints in the last 3 years.
  • 18 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:10/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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 or about September 25, 2023, I ordered a Cuban set ( necklace and bracelet ), and a '**" Pendant, for $330.00 dollars. On October I received my order via **** mail. I immediately realized that the bracelet would not fit my wrist, in addition to having a allergic reaction, so I initiated an exchange. At first I sought a bigger bracelet, then after having an allergic reaction from the chain and pendant, I sought a full return. I mailed everything back to the company, and now they are trying to partially refund me only for the Cuban set, and not the pendant. This is wrong, how can a company rob its customers? The last message they sent me was as follows: Let me check what we can do.Please note that we can no longer return any items that are returned back to us.Also, we processed based on the items listed on the request as stated in the return portal.We will update you with any results.Regards,********@JAXXON

  • Initial Complaint

    Date:09/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Summary of Dispute with JAXXON:Date of Original Transaction: August 3, 2023.Amount Paid: $60.04.Product Ordered: Dagger Cross Earring - Silver.Business Commitment: JAXXON committed to delivering (Dagger Cross Earring - Silver) to the customer.Nature of Dispute:The product was never successfully delivered to the provided address.The stated reason for non-delivery on both occasions was a "carrier delay."The package was marked as "lost" twice.After the first "lost" package, the customer opted for store credit and reordered the item.Following the second "lost" package, a refund to the original payment method was requested.Multiple interactions with customer service indicated inconsistent information regarding the refund status. The company initially confirmed a refund but later offered store credit again.Business Resolution Efforts:JAXXON offered a 15% discount code for future purchases as compensation.The company has stated multiple times that a refund was processed, but there have been discrepancies regarding the method of this refund (store credit vs. cash refund).Relevant Identifiers:Original Order Number: #******* Second Order Number (using store credit): #******* Reason for shipping delay on both occasions: "carrier delay."

  • Initial Complaint

    Date:09/18/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 a mens bracelet on August 26, 2023. On august 29th, I received an email saying theyd ship the item within 24 hours and theyd send another email confirming that. I havent received another email. Using the tracking number they provided, it hasnt updated since the 30th and the tracking record is stuck that the shipping company is still waiting to receive the item from Jaxxon. Ive reached out to 3 Jaxxon customer service agents who said they cant do anything. I reached out to Passport (the shipping company) customer support who said they havent received anything from Jaxxon and that only Jaxxon can help. The Jaxxon support have been unable to provide me any proof theyve shipped it and havent been helpful. This is the only tracking number I have PG0466859504CA

  • Initial Complaint

    Date:09/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Clasp for chain broke within 1 day of wearing it. I told then I wanted to exchange it or return it. They won't accept it or exchange it for anything else. They have a policy that says sales on solid gold is final and do not help with anything. I tried emailing with pictures and they won't respond. They said they will get back to me never did. I've tried reaching out many times with no resolution.

  • Initial Complaint

    Date:08/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 gold necklace from Jaxxon back in August 2022 for $140. They pride their company on the quality of their gold and months later my necklace went from gold to silver and faded. I sent a picture of the fading and they said they wouldnt refund me but its under warranty so theyd send me a replacement. I thought maybe this would have been fine since I really liked the necklace. They tried telling me it was probably because I was exposing the necklace to chemicals which would fade the gold but this was not the case. Now the replacement necklace they sent me is broken and the cross pendant had broken off the necklace in my sleep. Both pictures have been attached. One that shows where the pendant broke and the other how much the gold had faded. For $140 Im not ok with getting a cheap product especially when they praise their product as being Italian gold. I tried to let them know today 8/23/23 that my pendant had broken in my sleep which does not seem normal or anything that I should just accept as being fine. I was excited to find a piece I really liked and to have continuous issues with their product is extremely frustrating. I work extremely hard for my money and to have this company tell me that Im only allowed one replacement item under warranty actually contradicts what they initially told me the first time. They had said that they couldnt refund me but the item is under warranty so if it were to fade again they would just send me another one. This was my concern if it were to happen again and sure enough they have lied to me by saying Im only allowed one replacement. If I knew I was only allowed one replacement then I wouldnt have been ok the first time being told I could just continue to replace the necklace when it was faded. I would like my money back for being lied to and conned into spending money on a cheap product being marketed as quality.

  • Initial Complaint

    Date:08/22/2023

    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 never received one order, out of the 2 I placed. **************** is not helpful, and I have called and emailed them for weeks now.. Waste of money! I will have to dispute with my bank now. I am not happy at all!! Will never order again.

    Business Response

    Date: 08/29/2023

    Thank you for reaching out to us about your experience. I am truly sorry one of your orders was marked as delivered by **** but you did not receive it. After reading over your correspondence with our team, it looks like after you reached out to us on 7/28/23, we advised you to contact your local post office in case they had your package still and if not, we would gladly replace it for you with another carrier as is our policy. We will file a report  on your behalf with our **** rep and get you a replacement, store credit, or a refund for order #*******. I can see that one of our customer service agents has been in touch with you today.

  • Initial Complaint

    Date:06/22/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Did not receive order #****** ($300) and business is not helpful at retrieving the package nor providing any type of resolution. They just keep giving me the go around that someone will reach out to me via phone but no one ever does. This is the worst company ever! Do not support them or you will lose your money!!

  • Initial Complaint

    Date:06/22/2023

    Type:Product Issues
    Status:
    Unanswered
    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 6/20/23 I visited Jaxxon's website and I was offered $25 off if I provided my phone number and email address. I did so and received a discount code, however when I attempted to purchase an item using the code I received an error message stating that the code was only valid for purchases of $150 or more. This restriction was not stated before they collected my personal information, either directly in the offer or in the terms and conditions of the offer. I believe this constitutes deceptive advertising and that the company is collecting personal information under false pretenses.

  • Initial Complaint

    Date:06/13/2023

    Type:Order Issues
    Status:
    Unanswered
    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, Im still waiting for a reply and you guys send a form of how did you do??? Seriously wow!! Refund my money!! I don't want a gift card that doesn't even work!!! I've ordered a bunch of times from you guys and last time my chain was lost in the mail over a month ago! I've tried over and over to use this false gift card you guys tried to send me this is ridiculous!! Please refund to the card that was used to order the product I never received a month ago. I will be waiting for my refund today. I will gladly post on yelp and the Better Business Bureau of this does not get resolved today!

  • Initial Complaint

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Today I received my order this the response.I don't have a ruler I'm disabled person do all my purchases on line I typically don't have any issues I'm a fan of your product my first chain bought it from you when I lived in ************* between 2021 and 2022 move back to ******* since July 2022 when I had my epileptic seizures since then I have no mobility in my right side of my body I don't own a ruler barely transition from my bed to a wheelchair only have my 75 year old mom with me but like I said I'm a fan of your products I purchased the Silver and gold bracelets for gifts last year my brother convince by my necklace bought himself a 5mm but mines is 22inches his is 24 he loves it I was just going for my second one and know all I got is we sent you the right one! Don't you think after two necklaces and two bracelets all 5mm from you I will now how to tell the difference I'm beyond myself dumbfounded to see your response in my email it is flat-out a disrespectful way to handle not only what would consider an advocate of your product but at the still a sale obviously gone wrong I don't now what else to say but I hope someone else gets the chance to see this email. Sadly yours A client a paying customer!!!Show quoted text

Jaxxon is NOT a BBB Accredited Business.

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