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:01/07/2025

  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.

  My husband and I purchased 3 watches on the royal caribbean cruise. They stayed in the box safe all the way home. After trying to set the watches we noticed One of the watches minute hand was loose. Not keeping time set. It was moving around inside the watch as he moved his arm. I sent an email to star board cruise service, but they keep referring me to invicta warranty. I called and email invicta, but they want to charge 50$ to ship it/return it and then will send me an invoice of an unknown amount. I have asked for a refund, but they continue to refer me to the warranty. Their website says they have a 45 day guarantee on fine jewelry and watches. Invicta messaged and said I should ask for a 30day refund since I reported it with in 30 days. I reported it on Dec 26th. We made the purchase Nov 28th. I feel they should be responsible for selling me a broken watch. But they are giving me the run around

• Initial Complaint

  Date:12/17/2024

  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.

  I purchased a ring onboard the Rhapsody of the Seas on 12/6/24. I wasn't sure the ring would work with a piece I had at home but I was assured that I could return the ring within 30 days if it didn't. The ring was a Kallati piece and their website also says they accept returns within 30 days, however, when I called them, they said that Starboard Cruise Services was the agency that would be responsible for a refund since it was purchased on a cruise ship. I contacted Starboard Cruises and they said their policy changed on 12/1/24 (during our cruise) and that in order to return the piece we would have had to return it before disembarking the ship. This is not what we were told. There is nothing about Starboard Cruise Services anywhere in our certificate or paperwork. Nor does it say that returns have to be made on the ship prior to disembarkation. Our paperwork only says Kallati. This is a very deceptive business practice to be told you are buying from one place but in actuality are buying from another company with different policies! I would like to return the item for a full refund as I was told I could.

• Initial Complaint

  Date:11/26/2024

  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 was on *************** Cruise from 09/23/24-09/27/24. I purchased Clarins day cream and night cream set and a Lancome eye cream on cruise - allure of the sea on sep 24th 2024 from a skin care store on deck 5 of the cruise. Before I made the purchase, I found out that there was NO expiration date on those products, so I checked with the sales, who didnt find it either. Sales said those products didnt expire so I can use them. Then I purchased them. I started using those products on my face since Sep 24th. After applied these products on my face, I started having rashes, eczematous patches and irritation.The plastic package of those two Clarins products were aged and brittle, looks like air-dried into pieces, hard to remove, some of the pieces were stick on the product, cannot be removed, and the Lancme cream got fermented smell. So I went to the store on the next day and checked with the sales, sales said no worries, I can keep using those products. Then I checked the batch code of the bottom of those products, I found out two of the Clarins products already expired on 10/1/2021, which is 3 years ago! And the ****** expired on August 1st 2024.I had to stop my vacation and went to skin care clinic for treatment. I've communicated with Royal Caribbean and Starboard Cruise Services, however, they rejected to take any responsibility. I have relevant evidence and the original receipt as well as clinic **************'s been almost 2 months and no one helped with my case. *************** and Starboard Cruise Services are passing the buck to each other. My total out of pocket expenses on this issue is $1438.56. I need Royal Caribbean or Starboard Cruise Services pay me back with $1438.56.

• Initial Complaint

  Date:11/19/2024

  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.

  On 7/23/2024 I purchased several pieces of jewelry from the Regalia Fine Jewelry shop on the Ovation of the ******************** cruise ship. I happily selected 2 rings to purchase but felt pressured by the salesman to purchase 2 loose Crown of Light diamonds to have set into earrings. The entire amount was financed through TD Financing at 0% interest. I was not shopping for earrings, however the salesman continued his sales pitch until I felt like I had to give into it in order to end the pressure. After returning to my room, I knew I never wanted those loose diamonds so I returned to the store within a couple of hours and requested to return the diamonds for a refund but was advised there was a no refund policy. The salesman then went to the back and returned to me with a copy of their no refund policy with the terminology highlighted. The salesman did issue me a $500 credit towards my purchase and attached their no return policy to that adjusted receipt. Since returning home I have had various emails back and forth with Starboard Cruise Services requesting a return on the diamonds because I was not provided a copy of their no return policy at the time of my purchase, however they continue to deny my requests. I am requesting help from the BBB in resolving this matter. I attempted to attach the numerous email I've sent them since returning from my cruise in July, however the file was too large to attach but I have attached the 11/16 correspondence which is their latest response and my email back to them. I would like to return the diamonds and receive a credit on my TD financing account in the amount of $12,265.00. I am trying to avoid filing a *************************** Dispute Services Request or ultimately filing suit against Royal Caribbean and Starboard Cruise Services, Inc. You will find copies of the documents mentioned in my complaint attached.Sincerely,****** ********

• Initial Complaint

  Date:10/11/2024

  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.

  ISSUE: FRAUDULENT & DECEIVING PRICING OF LUXURY ITEMS I purchased a Chanel bag from a store within the Valiant Lady Ship that was marked at $4,750. After disembarkation, I inspected the price tag more closely and realized that there was a sticker placed over the original price tag, which was marked at $4,150a $600 difference. This was highly deceptive.I then went to the stores website (What Goes Around Comes Around) and noticed that similar bags were being sold for $4,150 and not the $4,750 I had paid on the ship. I contacted Virgin Voyages, who then referred me to Starboard Cruise Services. After WEEKS of delayed responses and back-and-forth communication, I was finally promised a refund of $600. However, TILL THIS DAY, I HAVE NOT RECEIVED THIS REFUND, despite being assured several times that the money would be returned to me "ANY DAY NOW."This entire experience has been incredibly frustrating and unacceptable. I have SCREENSHOTS and DOCUMENTATION that clearly show the DECEPTIVE PRICING PRACTICESVirgin Voyages placing stickers over original pricing tags and inflating the prices by 20-30% more than what these items are supposed to cost.I strongly urge the BBB to investigate this matter and hold Virgin Voyages and Starboard Cruise Services accountable for these unethical practices. I am willing to provide all necessary evidence to support my claim and ensure that no other customer falls victim to such deceptive tactics.

  Business Response

  Date: 11/17/2024

  ******* Mibielli's partial refund in the amount of $600.00 was processed as promised and posted to ********* card by Virgin Voyages on 10/14/24.  Partial refund should reflect on Gabiel's account within approximately 5 business days.

  We sincerely apologize for the incorrect price reflected on the handbag and the timeline to complete the refund.

• Initial Complaint

  Date:10/08/2024

  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.

  Purchased two diamond rings from Starboard Cruise Services (Regalia Fine Jewelry) onboard the Royal Caribbean ******* of the Seas on 7/16/24. The included literature with the purchase refers to a 'Price Match Guarantee'. Once we returned home, we checked the manufacturer's website and discovered the rings at a lower price. We contacted Starboard Cruise Services and after a few exchanges, they agreed to refund the difference in price (total of $290). Correspondence from the company said that the refund would be issued within 4-7 weeks. After 7 weeks, I contacted the company again to check on the refund. I was told to allow another 5 business days for them to 'look into the issue'. It has been over 5 business days and I have not heard back. I do not trust this company, thus a complaint if being filed.

  Customer Answer

  Date: 10/17/2024

  This request can be canceled.  I have received my refund from the company.

• Initial Complaint

  Date:09/13/2024

  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 made a purchase on a cruise ship in March of this year. I immediately returned home and wanted to return the purchase (jewelry) as it broke me out in a rash. I requested to have the item returned with their customer service. I had to go through various ridiculous requests to even be able to submit the request to return. Once their outrageous requests were met I finally got approved to return the item.. this was in July. 4 months after.. I was told it would take 4-7 weeks for the refund to be processed. Here we are in September they have received their items back yet I have not received my refund. When I I get met with ridiculous excuses and still no resolution.

  Business Response

  Date: 10/03/2024

  Consumer's refund request was completed and check disbursed 10/1.  Consumer should receive hard check payment in mail 1st or 2nd week of October.

  We sincerely apologize for the timeline for completing consumer's refund payment and any inconvenience with the process.  The documents and information requested in order to process the refund is required to confirm the purchase and complete consumer's refund payment.

  Best Regards, Starboard Cruise Services Customer Service Department

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22282683
  
  I am rejecting this response because:
  It has been nothing but excuses after excuses. I was told the check was mailed out on 9/27! Everyone I deal with has a different response.

  I feel like I am being told anything just to give you more time to do nothing with my request. Additionally this was on a credit card now that you are issuing a check instead of a refund back to my credit card who is going to pay the interest accrued? This has taken more time and money than it should have. I am very disappointed and not satisfied at all.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/17/2024

  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.

  My husband and I purchased 2 Rolex watches on the 1st day of our cruise trip BEFORE embarkment. They never provided any written or verbal information about the watch, besides it was a great investment. Keep in mind while completing the transaction, the sales rep dropped 1 of the watches in front us but never informed us of any damages as he made it seem like there was nothing wrong. Now after sales was completed, we inspected the watches and certifications. It was evident that the certifications indicated that both watches were not genuine, were almost entirely made with aftermarket parts and were made in 1976 and 1990. We immediately returned back to the store and requested a refund (in which, we were told that we are entitled to a full refund before disembarkment). However, the manager that handled the sale told us that there is no such refund policy after sales. With the damage, we were only given the option of reducing the cost of the watch by $500. We felt like we had no option but to take the discount since he refused to provide a refund. After disembarkment, we contact Starboard Cruise and they advised us that we should have asked for a full refund before getting off the ship. We advised them that we did ask and it was on the first day before the ship even left the port, however, the manager refused to. They recommended to email to include the situation and what we hope to resolve. Manager actually emailed with a response and he also agreed that we did ask for a refund but never provided/agreed to it. After that last email, we have been contacting Starboard for an update multiple times and unfortunately, we have not received anything for the last 2 months.

  Business Response

  Date: 06/25/2024

  Consumer's request to return two Pre-Owned Rolex watches purchased onboard is under review.  Due to the fact the consumer received copy of both the GemWorld Report detailing the aftermarket components of the watch and the Pre-Owned Rolex Disclosure form with the details of the warranty, the aftermarket components, and service center information, in addition to the high value of the purchase, the exception review takes more time.  
  Per the documents attached, the consumer received the detailed information of the aftermarket components of the watch which are usually the bezel, dial, and sapphire crystal.  
  Someone from our *************************** will be contacting the consumer this week with the result of their request review.
  Best Regards,

• Initial Complaint

  Date:05/21/2024

  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.

  This is in regard to a recent purchase I made on the royal Caribbean navigator of the seas. I purchased an engagement ring article number SRE30265DGYT-1C for ******. 00. I found the same ring for ********. I understand the business is trying to make money and a profit but I was charged over DOUBLE what was advertised on the Kallati website. This is unprofessional and thieving.

  Business Response

  Date: 06/07/2024

  We did not find any record of the Consumer previously contacting our office regarding this matter.

  It is understandable the Consumer may feel he has located the same ring for a lower price on the Kallati website.  However, not all rings of the same style/model are of the same specifications and quality.  The same model ring is offered in different carat weights, Color, and Clarity characteristics.  This is an example of two of different rings of different qualities and characteristics, therefore, different value.

  After briefly reviewing some of the information on the Kallati website for the ring the Consumer saw on the site and comparing the specifications with those listed on the Kallati certificate the Consumer received with the ring purchase onboard there are notable differences.

  For Example, Consumer's ring is of total 1.30 Carats ***** Diamonds, the specifications of the ring on the Kallati site state:  ***** Diamonds 0.50 Carat

  The Consumer's ring is Yellow Diamond 0.70 Carat; the specifications of the ring on the Kallati site state Yellow Diamond 0.50 Carat

  The specifications of the ring on the Kallati site do not state the Color/Clarity of the diamonds so, we would need to reach out to ******* for this information, but most likely, the ring on the website is of lower Color/Clarity than the one the Consumer purchased onboard.  

  Please see image with information from Kallati website for the ring the Consumer saw on the site.

  If the Consumer would like to look into this further, please have him contact *********************************************************************************************************.  We would be happy to assist him with further comparison of the item on the website vs the ring purchased onboard.

• Initial Complaint

  Date:05/19/2024

  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 was on a cruise with Royal Caribbean from 04/08-04/12/2024. I purchased a used Rolex from them and it stopped working just over 12 hours later. Went straight to the store to return it but they were closed. Left it in the safe while we got off the ship for about an hour. As soon as the store reopened I tried to return the watch. I was very specifically told they cannot process returns on the ship but to call or email Starboard and they will take care of it. All they've done is not only invent return policies such as if you get off the ship, they no longer accept returns, but then also claim there are no returns whatsoever. Logically, if your policy is straight up no returns, what would disembarking matter? It only matters because that was their first excuse then they just upped it to no returns at all. They've even altered paperwork I signed by adding an "all sales final" stamp AFTER I started to try to do the return. Of that was their policy, it should be in writing and I think they would've just said that as their first response to my request rather than going back and forth with emails over the last month. That sounds like it's just made up. None of my papers have the stamp, it's only mysteriously on the store copy. Again, against logic, their preprinted papers they give with every used watch didn't say anything whatsoever about all sales being final or that you can't return the watch if you disembark. The paper only says you can't do a return based on buyers remorse. They are not only lying about their policies but they lied about the duties as well. This company is completely dishonest and I assume I'm not the only one they've lied to. In fact there was at least one other couple that had purchased watches from them and were lied to about the duties. Altering the paperwork must be a crime.

  Business Response

  Date: 06/07/2024

  Consumer's allegation that the purchase policies are not published is incorrect.  Please see 2 uploaded images, 1 - Image the consumer provided of his purchase receipt and the Thank You card provided and stapled to his purchase receipt; and 2 - The full image of the Thank Card provided the customer showing full text stating "Fine and Designer Watches are covered by the manufacturer's international warranties and therefore are not returnable."  This same information can be found published on our website. 

  Secondly, the team onboard is not able to accept exchanges purchased after the ship has a port date since they do not have a way to ensure the item being exchanged is the exact same as the one purchase due to counterfeit replicas circulating in local areas.

  This is standard policy, not solely being applied to this consumer's purchase.

  Regarding the reference to Duties, there may have been a misunderstanding of the information provided.  The purchase price of the watch onboard is duty free, meaning there is no import duty in the price, however, all travelers must declare purchases at country of reentry.  Depending on the total amount spent, some duty/taxes may apply after exemptions applied.  

  Consumer's request has been escalated for further review.  Once review is completed, consumer will be advised, and next steps will be provided.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21733751
  
  I am rejecting this response because: First, I was ABSOLUTELY told first by the sales person at the store the only reason I couldn't do the return aboard the ship was because the computers weren't able to do them, but I could do the return once I disembarked. When I said that sounded like BS, then the story changed to there are no returns after the warranty card had been filled out. Nothing at all was said about stopping at port, nor was I asked if I had even gotten off. It seems like it would be a very simple thing to be informed at the time of purchase that if I was to get off the ship, this would void any chances at a return I might have. I would have had the store hold the watch for me. Second, how absurd to think I could get off in ****** and magically come across a fake, older model gold Rolex with a black dial w/diamonds that would just happen to to the exact serial number as the one that the Gemworld certificate has, even though I hadn't been given or even seen the certificate until AFTER the ship left port. Further, if, as they claim, there are no returns, why is there an additional policy about the ports making a return ineligible? Yes, the "thank you card" (only given after the purchase) states no returns. It should be made known to the customer the policy beforehand. HOWEVER, there is no way my 20 or 30 something year old Rolex is under a manufacturer's warranty. That policy on the "thank you" card can only apply to new watches. That card is generic to every purchase I assume, however, the card I have that is specific to the watch I bought, a pre-owned Rolex, doesn't have that wording at all. In fact, the card for the pre-owned Rolex, it CANNOT be sent to Rolex for servicing. 

  In regards to the duties, there was no misunderstanding whatsoever. I was absolutely clear in what I asked about the duties and/or taxes and the sales persons were just as clear when they answered. They told me that there would be none, not in the store or when getting off the ship. They told me to simply wear the watch off and it would be considered my personal watch, and there would be no duties. It was a major point in my negotiating as I spent quite a time getting to the exact price we settled on, even though an extra link was needed. I was adamant that I would not spend a ***** more than what we negotiated. Further, there was another couple waiting to see the customs officer that was told the exact same thing, and there was no misunderstanding there either. 

  At every turn this company has been deceitful and unethical. They continually fabricate reasons for not simply accepting the return of a USED watch. I get the implications of returning a brand new luxury watch, but this should be so simple and it's ridiculous the lengths this company will go to in order to not do the right thing. 

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

  Business Response

  Date: 06/17/2024

  Understandably, the consumer is not aware of the vast network of black-market counterfeit Rolex, and other Swiss Watch brand watches flowing in local markets in port, U.S. and other countries.  The counterfeits replicate exact brand models and serial numbers.  This is one reason why some items purchased prior to a port stop are not eligible for return after the port stop, as there is no way of confirming whether a guest disembarked at the port or not and the authenticity of the item requested returned.

  Per the consumer, they were told by the Sales Associate, the return could not be completed onboard because the systems could not process the return.  Of all guests sailing, purchasing onboard, and contacting us regarding a purchase, this is the first ever incident where a guest reports being told by a Sales Associate that the system onboard does not allow them to return an item onboard.

  As seen in the photo of the Disclosure form consumer was provided with the purchase, the warranty information and service center information was provided at point of sale.

  As previous advised, consumer's request is under review and result will be advised directly,

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21733751
  
  I am rejecting this response because: Firstly, I was not given ANY information regarding returns until AFTER I tried to return it. It was never mentioned to me that the stop at port would void any chance of a return. And again, I cannot say this enough, I was told in no uncertain terms that I could return the watch after I got off the cruise in *******. What does it matter if this was the first time this happened? I would imagine there aren't too many watches that stop working the first day, but it did happen. Maybe I'm the first person with this problem because my watch was so expensive the sales people didn't want to lose the sale as opposed to a watch or piece of jewelry that is far less expensive. People win the lottery with odds in the hundreds of millions which seems unfathomable, but there still was someone who was the first. Besides I have been posting my experience every day on various Royal Caribbean social media posts and ads and have had a few people share a similar opinion that the company is not to be trusted. 

  On the previously provided "thank you" card, it clearly says "all returns are subject to inspection by our quality control assurance team" which seems to indicate to me that they could easily inspect the item before a refund is issued. I would NEVER wear any watch worth more than a few dollars in a crime ridden place like ******, much less a $30k gold Rolex. I even went to the ship's customer service desk to complain about the watch the first thing that morning. After they told me the store was closed and there was nothing I could do, I asked if they could hold the watch but they told me I had to place it in my room safe, which I did. The company clearly takes returns according to their card, which says nothing about stops at a port. If the stop at a port is a concern, the fact is anybody could buy anything at the store and could probably get a fake one at a stop, some much easier than others. If the policy is that once a ship stops at port, there is no way to verify the item, why doesn't the card say that and why wouldn't it apply to all sales? According to the card itself, there are only 2 rules regarding refunds, none will be given based upon outside appraisals and none will be given for buyer's remorse. 

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