ComplaintsforJoy Jewelers

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a FAKE ring, terrible customer serviceI ordered a *************** ring that was a limited edition collection piece and was described on the website to include a certificate of authenticity and the original box. The first time I ordered, I made a mistake with the address and had to contact customer service to fix it. They took almost two weeks to fix it but after a couple of calls (some unanswered) they shipped overnight all of the sudden. I was happy with the service up to until this point. When I got the ring, I noticed right away it did NOT have the original box and certificate of authenticity. I shouldve known it was a fake then but I didnt have time to inspect it closely before I called customer service again. I believe I spoke to the owner, very arrogant by the way. He was very unapologetic, never offered to help me get a box and certificate, he just offered to do a return and refund. He was very rude, even questioning my age, he said are you even 25 or older?, excuse me, how is that relevant to this issue? He kept making excuses as to why my ring didnt have a box and certificate but I found it very hard to believe that they were just out of them since this is a specialty piece. He also wasnt even aware of the shipment/quality control of their products, he blamed it on the factory they bought from. When I questioned him about the authenticity of the product, he seemed extremely defensive.I hung up the phone, very upset about the way I was treated but especially outraged about not getting a box and certificate which I paid for.I could not believe that a ring this unique and collectible didnt have its own box and upon closer inspection of the ring, I noticed significant differences in the design from the picture on the site. My suspicion was confirmed when I saw ***** written on the inside of the ring. This business is advertising the product as an original piece but it is not original and it does include the items they said they included.

  Business response

  12/20/2023

  Hello *****,

  
  First and foremost, I wish to apologize to you for this oversight.  It turns out that the jewelry wholesaler we source these rings from had run out of the certificates of authenticity and did not inform us of this.  The Camrose & ************* has ceased operations, so it is impossible for us to obtain the certificate.

  The Camrose & Kross rings have always been made in China.  They are replicas of the rings that ************************* wore during her lifetime. The replicas are made of gold-plated mixed metal and cubic zirconia.  By no means are these rings "fake", they are as described. I'm sorry we're unable to provide you with the certificate of authenticity that was included in the description. 

  
  I can tell you're deeply unsatisfied.  If you wish, please return the ring to us for a full refund of $55.92.

  
  **************
  President
  Joy Jewelers

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of finalization of transaction:23Feb2023 I paid $299.97 A customized military ring was the purchase The ring was only 2/3 size , the black coating on the bottom is already coming off after one day, and the inside engraving is barely legible I have not contacted the business at this time due to the fact that their included paperwork says no returns for custom jewelry The reference number on my credit card statement is 244921530058529739544997/visa dated 1-05-23

  Business response

  02/24/2023

  Hello ****,

  Thank you for reaching out.  I'm very sorry to hear the antiquing has already come off the ring so quickly, that sounds like a manufacturing defect.  Please accept my apology for this.  I've sent you some instructions to return the ring for a full refund.  Of course, if you would like the factory to replace the ring, they can do so at no charge to you.  The factory's phone number is ************.  Please reply to the email I sent you so we know how you wish to proceed.  Thank you.
  

  *****

  Joy Jewelers

   

  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They sent me a cheap, flimsy piece of jewelry thru **** that did not represent their advertisement. In order to get credit (minus shipping), I had to pay addl priority mail shipping, with insurance. They do not provide pre-paid labels, even if quality is bad. This is a ploy to make it not worth the return. Poor customer service.

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/12/15) */ Hello ******, I'm surprised that you're contacting us about this through the **********************. You've already received a full refund from us via ****** after you filed a case with them stating that the pendant was "not as described" The refund was issued yesterday, Dec 14th. We don't pay for return shipping for the products that our customers return. What's more, we don't sell on **** -- we are Joy Jewelers and have our own website. Since you have already received a full refund, there's nothing further for us to do. I've attached a screenshot of the ****** refund notice we received for your reference as well. This concludes our communication with you regarding this matter. ***** Joy Jewelers Consumer Response /* (3000, 7, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should supply a pre-paid return label, especially in the case of a poor quality item. I'm out additional cost to send the item back priority with insurance, per their requirements. They Know good and well that they are trying to deter customers from returns. Business Response /* (4000, 9, 2022/12/16) */ In order to provide the lowest possible prices for all of our customers, we don't provide return labels. This policy doesn't deter reasonable people from returning products to us at all. Your assertions to the contrary are incorrect, and are in very bad faith considering that you have already received a FULL REFUND for your order.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Craftsman Masonic Ring from this company. Within 5 months of receiving the ring it has started to fall apart. The Masonic Emblem on top of the stone is defective. I do not wear this ring daily and would expect it to have lasted longer than it did. Neither this company nor the manufacturer is willing to accept responsibility for selling a defective product. I now have to incur additional expenses by sending this ring back to the manufacturer and paying for the repairs needed to bring this ring back to it's original state. Needless to say this is unacceptable and both Joy Jeweler's and their manufacturer should be responsible for selling a defective product.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/06/06) */ Hello, We stand behind the quality of the masonic rings we sell. In this particular case, the manufacturer of the masonic ring you purchased says that the wear and tear on your ring is not covered by their manufacturer's warranty. Since they are solely responsible for determining what is and is not included, your complaint with us is unfounded. As we discussed on ********, it sounds like you were expecting the factory to repair your ring for free. You won't like reading this, that's not how their warranty works. It's disappointing that you have chosen to file a complaint with us for something that is beyond our control. Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted ****** at Joy Jewelers and spoke to him regarding this situation on 3 different occasions. Joy Jewelers was unwilling to help with this defective piece of jewelry. I was told by ****** that they would stand behind any defects which is obviously and clearly NOT the case. The ring although in my possession for 5 months has only been worn a total of 9 times. The amount of money spent on this ring one would hope and assume that it would last which it clearly did not. I find it ridiculous that I now have a worthless piece of jewelry that should've lasted longer than 9 times of being worn. It is unfortunate that there are businesses such as Joy Jewelers that look to take advantage of consumers. The statement above starts with "We stand behind the quality of Masonic rings we sell" and I can you that this statement is false! I do not expect something for nothing as suggested - What I do expect when I purchase a large ticket item is for the item to be free of defects and again that is not the case here. I would never recommend this company to anyone associated with my fraternity and will continue to discourage anyone from purchasing any items from Joy Jewelers! Business Response /* (4000, 9, 2022/06/13) */ You've made it clear that you strongly disagree with the factory's warranty and their repair fee with regard to the emblem on the stone. Your assertions that your ring has become "worthless" and that Joy Jewelers is "taking advantage of consumers" are simply untrue. To characterize this matter in this way is malicious and unacceptable.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought a 14k gold pendant that was advertised at 2.5 grams of solid gold, when it arrived I put it on a scale and it was actually only 1.7 grams. I sent it back and waited for the right size which *** lost in transit and *** has admitted to me they lost it. Joy Jewelers then denied the claim for over a month not giving a refund because I was basically jaded and simply wanted my money back at their suggestion I was to do a "charge back" still over 2 months in they deny any compensation and just say do a charge back when I try to talk with them

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/05/17) */ Hello, You left out an important part of the story. The first pendant was returned to us, and a second pendant was shipped to you as you had requested, *** Tracking #: ******************* *** said it was delivered to your address on March 26, 2022. You said you never received the package, so we filed a claim with ***. Finally, today, we have learned that *** has honored this claim. Accordingly, we have refunded your **** credit card the full amount of $379.97 today, May 17, 2022.

*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. ↩