Complaints

This profile includes complaints for Freshtrends's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freshtrends

  378 Northlake Blvd #209 North Palm Beach, FL 33408

• 

  Freshtrends

  3874 Fiscal Ct STE 400A West Palm Beach, FL 33404-1786

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:03/13/2025

  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.

  Placed order on 2/6/25 on Freshtrends website for 2 pieces of jewelry a plain hoop 14k clicker as well as a 3mm large cubic zirconia 14k gold nose ring. Received an email confirmation after placing the order with ORDER NO. FT113389. On 2/14/25 I emailed their customer service asking for a status on my order as I didnt hear anything after I placed the order. They replied the same day stating Your order is currently estimated to be completed by 3/7/25 then it goes to quality control, then shipping (you will receive another email once a tracking number is assigned)2/18/25 I replied saying I was unaware of how long it would take to arrive and that I needed the items sooner than that so I asked to cancel and refund since the order had not even been sent out. 2/19/25 FT responds We understand you'd like to cancel your order; however, we wanted to inform you that your order is almost complete, and we are just waiting for the remaining piece, which is currently in the quality control department, to be completed so we can ship it out to you. We kindly ask for your continued patience as we finalize this process, and we assure you that your order will be shipped soon2/25/25 I wait a week and still no confirmation email from them about the item being sent. I again ask for a cancel and refund. They respond that day saying that all of a sudden its actually on the way and send me a tracking number. The same day I reply and say I dont want the items I just want a refund. After back and forth some more they agree to refund me and send me a return label. They will not refund until they get the items back. 3/5/25 I received and return the items and send a confirmation email to them stating the items are on the way. They said thanks and will let me know when it gets there. 3/11/25 I email again bc still no word asking if it has been received. 3/12/25 they respond saying no its not there yet. I respond saying I will check back tomorrow. Still have yet to receive $$

  Customer Answer

  Date: 03/14/2025

  I want to leave a review on the businesses website and am unable. Theres reviews elsewhere with people experiencing similar things and had I seen those maybe this whole situation could have been avoided. Business does not allow negative reviews on their direct website which is misleading. I would really like this business to be shut down ideally. Its a scam. 

  Business Response

  Date: 03/14/2025

  Dear *****,
  Thank you for your feedback. We have made an exception to our refund policy specifically for you and have processed a full refund for your order. Please note that it may take up to 7 business days for the refund to appear on your credit card statement, depending on your card issuer's processing times.
  If you do not see the refund after this period, please let us know, and we will be happy to assist you further.
  Best regards,
  FreshTrends

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23064481
  
  I am rejecting this response because:

  I need clarification 7 business days from the day the refund was issued? So as of 3/12/25 that was the day **** sent me a screenshot of the refund.

  I also want to say you guys should change your refund policy if you unfortunately are allowed to stay open. It is awful and your company in general is awful. 

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

  Business Response

  Date: 04/09/2025

  Hello *****, 

  We appreciate your feedback and understand your concern.  I have passed you suggestion about our refund policy to upper management.  We take pride in the craftsmanship and quality of our custom-made piercing jewelry. Due to the personalized nature of these pieces, we are unable to issue refunds under any circumstances. This policy ensures the integrity and hygiene of the products we provide, as we treat body jewelry like a medical product that cannot be resold once received or opened.
  While refunds are not available, we do offer alternative options such as store credit or exchanges in certain cases to ensure your satisfaction.  We understand this policy may cause inconvenience, but it is in place to protect the health and safety of our valued customers. Unlike many other online body jewelry companies, we do not resell returned items to maintain the highest standards of quality and hygiene.  We have made an exception to our policy and refunded you.  
  Regards,

  FreshTrends

• Initial Complaint

  Date:03/03/2025

  Type:Product 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.

  I ordered a earring from Fresh Trends on 01/10/2025. Order # FT1122506. Per the order product was to ship 1-2 weeks. Received email on 01/24/2025 that they experienced unforeseen circumstances and there would be a delay in processing the order. I made a request at that time to cancel the order. No response received so on 01/28/2025 requested a change back on my credit card. **** with FreshTrends contacted me on 01/30/2025 requesting I reverse the charge back and she would immediately cancel and refund me in full. In good faith I did reverse the charge back. I provided written confirmation from my credit card provider that the charge back was reversed and I spoke with my credit card provider and confirmed funds were issued back to Fresh Trends on 01/30/2025. My order was cancelled on 02/13/2025. To date they have yet to refund me with the excuse that the charge back remains open and they now cannot process a refund as promised in the initial email.

  Business Response

  Date: 03/04/2025

  Hello ****,

  
  Thank you for your patience. I wanted to update you regarding your custom fine body jewelry order.
  As mentioned previously, our pieces are handmade after purchase, which can sometimes lead to delays during our peak season. We understand that this delay has been frustrating for you. Although we know you wished to cancel your order, the request came after our 72-hour cancellation window had closed.
  Following your cancellation request, a chargeback was initiated. While you have confirmed that you have closed the chargeback on your side, our records indicate that it remains open, meaning the funds have not yet been released back to us. I have reached out to your credit card provider, and they confirmed that the chargeback is pending closure. Once we are funded, I will process a full refund as a courtesy, even though this goes beyond our standard policy.

  
  Thank you again for your understanding. Please feel free to reach out if you have any further questions or concerns.

  
  Best regards,
  ****

  FreshTrends

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23015436
  
  I am rejecting this response because:
    
  Fresh Trends acts as though they are doing me a favor by refunding me when in reality they couldnt fulfill my order in the first place.  Dont advertise 1-2 weeks shipping if the timeframe is more like 6-7 week shipping.  I have also spoken to ***** over a month ago and they have indicated the funds were returned to your bank on 01/30/2025.  Once my new statement drops on the 17th is your excuse still going to be the charge back is still pending?  

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

  Business Response

  Date: 03/12/2025

  Hello ****,  

  I understand your frustration.  I have provided you with information about this refund, we have not been funded as of yet. As soon as we have the funds back to refund, I will refund you in full immediately.  

  Regards, 

  FreshTrends

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23015436
  
  I am rejecting this response because:
    
  per ****** new statement received on  03/16/2025 and charge back is closed and funds returned to fresh trends.
  

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

  Customer Answer

  Date: 03/24/2025

  Fresh Trends issued a full refund on 03/21/2025.

• Initial Complaint

  Date:02/27/2025

  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.

  On January 1, 2025, I purchased 3 items from the FreshTrends website. The items were listed with a delivery time of 1-3 weeks as noted on the purchase invoice. Two of the items were delivered on February 4th, over a month after ordering. The third item was only just delivered today (just shy of 2 months since ordering) and was incorrect. I reached out to the business and was told they could send me the correct item in 6-8 weeks to which I responded I would like a refund upon them receiving the incorrect item back from me. They are denying my refund and insisting on me waiting for a new item to be sent which I no longer require as the time is far beyond the websites delivery time and I no longer have use for this item. I find this to be incredibly disappointing and not the way to run a business. I will be contacting my credit card company for a full refund. I have all messages exchanged from both text and email should you require, I can pdf and send in chronological order if that helps.

  Business Response

  Date: 02/28/2025

  Hello *****, 

  We sincerely apologize that you received the wrong gold color for one of your pieces. We understand how important it is for your custom jewelry to be exactly as you envisioned, and we truly regret this mistake.
  Although our policy does not allow refunds on custom-made fine body jewelry, we are making an exception in this case. We offered to go ahead and start remaking your piece so you dont have to wait for the return to reach us before we begin. Additionally, we offered to RUSH production and upgrading your shipping at no extra cost to ensure you receive the correct piece as quickly as possible.  You declined. 
  I  provided you with a return label to send the incorrect piece back to our office. Once we receive it, we will process your full refund as promised.
  Please let me know if you have any questionsIm here to help and want to make this right for you.
  Best regards,

  FreshTrends

• Initial Complaint

  Date:01/22/2025

  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 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

  Date: 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

  Date:10/29/2024

  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.

  ******* 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

  Date: 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

  Date:02/12/2024

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/17/2023

  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.

  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

  Date: 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

  Date:03/29/2023

  Type:Delivery 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.

  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

  Date: 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

  Date:03/28/2023

  Type:Delivery 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.

  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

  Date: 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

  Date:03/18/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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,
  
  *******************