Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a product with FreshTrends Dec 5, 2024. All it is, is a nose piercing ring. I've paid $130 and have NOT received anything. I was told Jan 2, almost a month later that they still needed to ***** business days. This is not acceptable. At this point I just want my money back. This company is scamming folks.

  Business response

  01/23/2025

  Dear ******,

  
  Thank you for bringing your concerns to our attention through the BBB. At FreshTrends, we deeply value our customers and take pride in creating high-quality, custom-made fine body jewelry that meets the highest standards.
  We sincerely apologize for the delay with your custom diamond nose ring. This particular piece failed our strict quality control process twice, as we aim to ensure that every piece we ship is flawless and matches the craftsmanship you expect.
  To address the inconvenience caused by this delay, we made an exception to our policy and processed a full refund for your order. While we regret that we were unable to deliver your piece as planned, our goal is always to ensure our customers feel supported and respected.
  Should you have any further concerns or questions, please dont hesitate to reach out to us directly. We hope to have the opportunity to exceed your expectations in the future.

  
  Warm regards,

  FreshTrends

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* purchased on Sept 26th. The item was received over 2 weeks later with damages. Freshtrends made no concessions to refund the $119 paid to the original method of payment- even though the error/damage was on Fresh trends part. First red flag- the item was shipped to me on the last possible day (weeks later) even though I pleaded with them to try to expedite. There is a serious breakdown from customer service's part with this company. This has to be hands down one of my worst shopping experiences.

  Business response

  10/29/2024

  Hello, 
  We apologize for any frustration youve experienced with your custom piece.  At FreshTrends, customer satisfaction is incredibly important to us, and while our policy typically doesnt allow for refunds on custom items, we wanted to ensure you felt supported. For this reason, we made an exception to process a full refund immediately upon your request, instead of remaking the piece for you. 
  Custom fine jewelry takes a little longer in production.  It's also important to us, that you receive the piece in the quality you expect. 
  Were truly sorry to hear that our efforts did not meet your expectations. Please dont hesitate to reach out to us directly if theres anything more we can do to improve your experience.
  Warm regards,

  FreshTrends

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order #FT100917with www.freshtrends.com on 02/02/2024. It was for a 2.5 petite diamond prong nose ring stud set in platinum. I was charged $182.75 immediately, before the item was even made. I received an email from them on 02/09/2024 stating that my order was due to ship that day but they had to remake it due to a quality issue and that it would be another ***** business days to remake the order. I wrote back on 02/10/2024 stating that I wanted to cancel the order. I had expected to receive it sooner and do not feel comfortable buying from this company any longer. They wrote back on 02/12/2024 stating that it shouldnt take the ***** days to remake the order and that they will put a rush on it. This isnt want I asked. I see they have a no return policy. I feel like they are trying to rush this order out to me so then I cant return it. I want this order cancelled and my money back before I get stuck with an item of which I will question the quality. Thank you,***************************

  Business response

  02/13/2024

  
  Hi ******, 

  Thank you for taking the time to share your experience. We're sorry to hear that your recent visit wasn't up to your expectations.

  We take all feedback seriously, and we appreciate your honest feedback.

  We apologize for any inconvenience or frustration you may have experienced. We would like to address your specific concerns and make things right.  

  Our policy doesn't allow for refunds, we do accept returns for store credit or alteration.  We by no means are trying to rush a piece to you that isn't the quality you expect.  This piece did fail our very strict quality control process, I reached out to my team to "rush" or put this piece in front of production.  

  I have reached out to you via that email on file to discuss this issue further. 

  Have a nice day 

  ****

  Customer response

  02/15/2024

  I got an email from **** on 02/13/24 stating that she reached out to upper management to cancel my order. I havent heard any more yet. 
  Thank You

  Customer response

  02/16/2024

   
  Complaint: 21283833
  
  I am rejecting this response because:

  I got an email from **** on 02/13/24 stating that she reached out to upper management to cancel my order. I havent heard any more yet. 
  Thank You
  
  Sincerely,
  
  ***************************

  Business response

  02/16/2024

  Hi ******,
  Thank you for your patience.
  I was out of office yesterday, I apologize for the late response.
  Our team took a closer look at the piece, there is a minor repair that needs to be completed then it will ship. I understand you wish to have this cancelled and refunded. We're doing our best to get this piece to you, as quickly as possible, in the quality you expect.
  I had requested a rush on the repair. We will also upgrade your shipping speed to ***** 2 day.
  
  
  Thank you for your patience.
  
  FreshTrends

  Customer response

  02/16/2024

   
  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

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 9th, I made an order for $140.25. I understand the product takes time for completion and to be shipped but the company has refused to message me in back in any regards to a shipping date. Upon further research I've sadly become aware that this company has notoriously been bombarded in negative reviews that mirror my current situation. At this point I'd prefer to refund my purchase before it ships so I can spend my money with a more reputable company.

  Business response

  11/17/2023

  Hello *******, 

  Thank you for your order!  We're sorry to hear this.  There may be a simple fix to this issue.  I see you placed your order on Nov 9th, the piece you purchased has a production time of **** days, this information is available on the listing.  I see you reached out to me on 11/15/23 and I responded to you with an updated on your order on 11/15/23- please see attachment.  We have noticed that our emails will end ** in your spam/ junk folder sometimes.  Your order is in production now, with an estimated completion date of 11/27/23,  I have reached out to our jeweler to rush this piece for you.  Please reach out to me at ********************************** if you have further questions.  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The item was sent back on 3/16/23 by ***** and received on 3/21/23 at 2:04pm the delivery track # is (************) I paid $115.00 for the nose ring they have it back unused I want my money back, i've tried reaching them but i get no response so i'm seeking help from you.

  Business response

  04/01/2023

  This order has been returned to us by this customer. We reached out to her needing information about her return.  We provided our return / refund policy,   Unfortunately, we cannot accept returns for a refund as we do not resell our jewelry. We have provided this customer with store credit as promised.  

  Please refer to our return policy link (******************************************************) for more details.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number: FT82421 Tracking number: ************ Hello, I've placed an order with FreshTrends on February 23rd. I've since reached out 4 times to customer service, they ignore their phone calls and if they even do respond to their email, it's the same scripted answer with no explanation as to what is going on. The so called production of my item has been pushed repeatedly with no information and no resolution and over a month later I am still waiting for this product. I requested a refund and have not received a response, I simply do not want the item anymore. I wish I read the reviews of this company, they are am absolute nightmare to work with. They have absolutely no regard to customer service.

  Business response

  04/01/2023

  I sincerely apologize about the phones, we were experiencing some technical difficulties and were transitioning to new software, so our phone lines were down for some time.  We have communicated several times via email about your order.  We're terribly sorry for the delay in receiving your beautiful piece.  I did confirm your item was successfully delivered to your home on March 30th.  

  We value your satisfaction and would like to offer you a store credit if the jewelry remains unworn and in the original packaging. Please refer to our return policy link (******************************************************) for more details.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2x 14g 14k yellow gold body jewelry rings on 3/2/23 for $420 plus tax. On 3/4/23 I emailed customer service asking to change the size to 16g. The next day I received an email saying they could change it. On the 3/14/23 I get an email saying there is another $50 charge because the rings were already in production and due to labor and material it was more money. It is less material because the size is smaller and the labor should be any more the only thing that changed is the thickness. Then they sent me an emailed saying my item was shipped before I could even respond to the new invoice email. When they came in the maile yesterday 3/17/23 they were the wrong size still. Now they want me to pay a restocking fee to get the right size. This is very poor customer service.

  Business response

  03/21/2023

  Hi ****!
  
  
  My name is ***, I am the ******** Service Supervisor. I would like to help resolve your order issue immediately. Upon inspecting all of the back and forth between our agent and yourself it seems there was some confusion and some missed opportunities.
  
  
  Firstly, I can see right off that you requested a gauge change with your order from a 14G to a 16G. No problem, that would have been an easy change in production. Although, please keep in mind since we handcraft everything to order you can understand that by requesting an alteration weeks after your order is expected to be completed the same week of your request was a hail marry toss. This leaves little time for our agent to get to our jewelers requesting a custom quote, and calculate the cost difference in time to make the change prior to shipping. This should have been conveyed to you and unfortunately was not.
  
  
  Your order was shipped with zero alterations done as our agent did not reach our jewelers and production team in time to make the change. Your order was already fulfilled and was in queue to be shipped. Regardless, our agent did mistakenly quote you an incorrect amount for the alteration to even be done. I can see you invested $449.40 for your entire order. By downgrading your gauge from 14G to 16G this would yield significant change in price in your favor. Please note if you were to visit our site you will see that this exact piece does not have this gauge option available for the diameter you desire. The reason this sizing is not available is because this gauge keeping the same originally ordered diameter would be too delicate and could very easily bend or break depending on the wearer's activity. Now we'd be more then happy to get your order altered for you to your size specifications but please understand there are risks.
  
  
  Secondly, let's touch base on cost. I certainly will not be charging you for return shipping as you did request an alteration prior to the official shipment of your order. I will on the other hand will have to reach out to our head jeweler for a custom quote for the sizing you desire so I can calculate retail for the custom sizing vs the already invested cost from you. This way we can see if the cost difference will cover the labor to make the alterations you desire. Most likely the retail cost difference will have a credit that will very easily cover the cost of alteration. Meaning you will not come out of pocket. Would you like to move forward with a quote for the custom sizing you desire plus process the return so we can resolve your order issues as quickly as possible? I appreciate your time and business and look forward to hearing from you.
  
  
  Regards,
  FreshTrends

  Customer response

  03/22/2023

   
  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 **** currently have a very similar style of ring in 16 gauge and it's fine never had a problem. At the time or purchase I could have ordered the correct size all options were available. But if they will take these ones back and exchange the for 16g no charge I'll be happy.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This vendor took payment of $200 for earrings I ordered online and never sent the merchandise. The order tracking emailed to me has remained in production status since 2/25. When I email their support inbox I get a generic email response back and after repeat attempts no one has responded to any of my emails.

  Business response

  03/12/2023

  Hi ****! 

  Thank you for reaching out via BBB. As stated in our last email response: 

  Upon inspection of your order, our production team has determined that it failed our strict quality control on March 8th. 
   
  The issue is being corrected, and we want to ensure we only send out remarkable pieces. We apologize for this delay and inconvenience. Please allow up to an additional ***** business days for these issues to be corrected.
   
  We also see that you recently opened a chargeback with your bank and would still love to be able to provide you with these remarkable pieces. We are currently getting with our production team to see if we can dropship the jewelry to you directly from the jewelers. 
   
  Please let me know your thoughts. 

  Regards,

  FreshTrends

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contacting this company to communicate seems futile. Theyre **************** products but they fail when it comes to customer service etiquette. I dont understand how a company so money hungry can fail to communicate to make money? They block customers on social media platforms as well(the ones whom they robbed. The customers who decide they no longer want to shop with this company.) They used to have a shop on Etsy, but Etsy requires good customer service etiquette. With that being said, this brand removed their Etsy shop.I just know they have no intention on doing anything by inconveniencing those who genuinely want to support their brand, but they could at least communicate. Maybe If their jewelry didnt solely cater to people with thinner lips, I wouldnt have to speak.

  Business response

  03/05/2023

  Hi! 

  Thank you for reaching out. We are terribly sorry you had a bad experience years back. Upon inspecting your order history we can see you were returning all of your orders. We can see how that could be frustrating. These returns started back in 2020 and again in 2021. We are not sure why you have chosen to reach out in this fashion and at this time as we have not had an order from you in quite some time. If you are in need of any assistance you may reach us at the following **********************************. 

  Regards, 

  FreshTrends

  Customer response

  03/06/2023

   
  Complaint: 19533532
  
  I am rejecting this response because:
  
  I am not contacting you in regards to old orders. If you guys actually checked the emails sent to the email address provided, youd know that. Im trying to place a new custom order but youre being non communicative. Ive reached out several times on various days in regards to this. 
  Sincerely,
  
  Mordecai Lullaby

  Business response

  03/07/2023

  One of our customer service agents will be assisting you if not already. 

  Regards,

  FreshTrends

• Initial Complaint

  02/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company for four earrings I waited two weeks no movement on my order. I contacted the seller to find out what was going on with it. They were initially apologetic stating it was taking longer than expected but their tune quickly changed claiming production times vary between 3 and 21 days depending on the complexity of the jewelry I looked at every piece I ordered the longest production time was 7 days. When I sent them screen shots of this asking for a realistic time period they stopped responding. Now I just want my money back as my piercing jewelry desperately needs to be replaced and I cant get anyone to answer me

  Business response

  02/27/2023

  Hi! 

  Thank you for reaching out. Your order is in transit. Terribly sorry for any unexpected production time. Please see attached screen shot of tracking details. 

  Regards,

  FreshTrends

*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. ↩