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:

  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 purchased a ***** from ***** ******* at his jewelry store on ************************************* on 12/5/24 for the cost of $5,312.25. Before purchasing this watch I asked Mr. ******* if the ***** had any after market parts which he replied all original. While purchasing the watch I also asked the woman ringing me out if the watch had any aftermarket parts where she replied no. Not even a week later the watch stopped working, the hands of the watch would move for an hour then stop and the watch crown also broke off. I let him know what happened and asked for a refund but he refused to give me a refund and offered to have it fixed. On 12/14/24, I took the watch to a Rolex store in ****** where I was told the watch had many aftermarket parts, the Rolex box wasnt authentic and the broken crown on my watch was plated gold and not solid gold. I reached out to ***** to let him know the information I found out and requesting a refund and I was left with no response. My sister then reached out to ***** ******* asking him for a refund which he denied, then sent a photo to my sister of a different watch saying this watch is all original you can exchange or we can fix your watch. I am not interested in exchanging it. I also filed a police report and was told by a detective to filed a report with the BBB. I would like my full refund.

  Business Response

  Date: 01/07/2025

  Hi the watch is an original Rolex movement and case with an aftermarket band. We do not lie to our clients if you ask we will tell you the truth. We have been very responsive to the client. We will fix the watch or exchange it for another watch with an original parts and band. We do not provide refunds but are happy to provide exchanges. Thanks 

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As ***** Youshie said in his response, the watch does indeed have aftermarket parts which he failed to tell me when I asked before purchasing the watch. In his response he states we do not lie to our clients if you ask we will tell you the truthwhich is a false statement because as the photos I uploaded prove, he did not tell me the truth. He told me the watch was all original but is now saying it does have aftermarket parts. ***** Youshie tricked me because he knew if he told me the truth about the watch having aftermarket parts when I inquired about the watch, he wouldnt have gotten my sale. He also states we have been very responsive to the client, which is also not true as after I told him the information I found out at the Rolex store, he left me with no response. When also contacting him when the watch broke, ***** was very rude and unprofessional as he told me why you keep messaging me when Ive told you 5 times already!!! Come to the store we will take care of any issues. Very simple. I do not want another watch from Aaroun Youshie, I do not want the watch fixed, I do no want an exchange, I want a refund as I was tricked and lied to when purchasing the watch.  

  Business Response

  Date: 01/07/2025

  We do not lie to our clients if this watch is all original its $7500. We have nothing to hide and Im stating the facts about the watch. We do not do refunds as stated on your receipt, posted on the wall of our business no refunds all sales final. Once again we will provide you an exchange or fix the watch. Thanks 

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have the messages on Instagram with ***** Youshie of him telling me the watch I purchased was all original. The watch is not all original as the Rolex store told me it wasnt and ***** said it himself when he said the watch is an original Rolex movement and case with an aftermarket band. ***** Youshie said it himself in his response to the BBB that the watch does in fact have aftermarket parts which he lied to me about. I have all the proof of these messages as I have been adding them to these responses. My receipt also has nothing stating no refunds which I will also add a photo of to this message. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/03/2025

  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.

  On October 22, 2024, I went into the store to get a custom pendant made, I put down the deposit an a was told the next day I would get a draft of the pendant the draft that was sent was wrong and the measurements that was agreed on was wrong once sent again and told that it was wrong he stopped responding. So he took my $1050.00 and stop responding and I didnt receive anything

  Business Response

  Date: 01/07/2025

  Hi client sent a deposit to make her a custom pendent and we did what was requested and designed her order made several attempts to get the design details and requested and thats what the client received. Thanks 

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  First, off nothing was sent. I went in store on October 22, 2024. A deposit was made with the expectation that the pendant would be made and shipping and delivered by November 26. This arrangement was made in store it is well over that date and the business stopped responding to me instead of making the pendant at this point its well over that date and I just want my money back because he took the money didnt meet the expectation and stopped responding. As you can see in the messages he stopped responding and didnt even try to make the pendant. Nor did he  say hey Im  not going to make the pendant in time you can get ur money back or put the money towards something else sense its not going to be here in time or even attempt to make it. He took my money and I got nothing in exchange for it. This is poor business ethics. I got scammed. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Selena

   

   

  Business Response

  Date: 01/08/2025

  Hi you already disputed this transaction with your credit card company 

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Which the credit card company said you denied you can easily fix the situation by sending me my money. I would understand if I got something in exchange, I didnt receive anything nor do I think its right for you just to take my money when u did fulfill the agreement or even attempt to make the pendant, you simply stopped responding. This whole situation is very unprofessional. If I would have gotten my money back, I would have never filed the claim here. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Selena

   

   

  Business Response

  Date: 01/09/2025

  We did what was promised even the credit card company denied your claim 

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  once again no you did not. You did nothing thats was promised. If you like u can get a message faxed as proof that you denied it. You commit nothing that u promised you scammed me, if you made the pendant the right way why wasnt it made or shipped out by November the 26th. I even asked for cursive. On nothing that you attempted to make was cursive look at the message, you stopped responding, you cant just take my money an expect me to accept whatever you make that was not what I asked for. If u needed money that bad you should have made it and we wouldnt be at this point. I even gave u time to make it and u didnt so therefore u did nothing thats was asked of you. You have poor business ethic and whats so crazy about this situation, your normal deposit is $500 I paid double that to ensure that I had my pendant in time which is probably why you didnt make it. Thats a free $1050 for you with no work. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Selena

   

   

• Initial Complaint

  Date:12/28/2024

  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.

  On October 14th 2024 on the ********* page (mr_exclusive) posted a ladies 26mm datejust 18k twotone champagne Rolex watch for $2999. I inquired about the watch and received A reply back on October 15, 2024. I also asked if they do any financing which he replied back and said yes then I was prompt to send a message to a number that was provided to me in our DMs once the number I was told to complete the application for financing through *****, once I complete the application, I was approved and I let them know through the text message. From there, the person I was texting asked for my ID so they were able to process my application for financing. The total amount that was finance was 3100 even though the bio stated that it was free shipping, but I was still charged shipping. I completed all the information for shipping and sign all my contracts for my financing through *****. On the *************** it stated that was gonna come with his paperwork for the Rolex watch for the authentication and the box for the Rolex watch. Also, I found it very weird when I was out of my contract the young lady wanted me to tell acima. I already received the watch when I never received it yet in order for them to ship the watch to me. When I received the watch, there was no paperwork for the authentication of the watch And also the dail of the watch did not work and the box that the watch came in, was not the correct box for the watch. I took The watch to three Rolex stores to get it authenticated, and also a jewelry store, and each of them said that that the dail was broke and the watch is fake. Ive been messaging this business and have never received response back about paperwork for the watch and they said that theres no refunds and I want my money back and they can keep the watch that they gave me. Also When DM me Mr. exclusive, he stated that The band was aftermarket. He never advertised that on his ********* post about the watch. I wouldve never got the watch if i saw the post

  Business Response

  Date: 12/28/2024

  Hi we only provide free shipping on online website orders this watch is $4500 on our website and shipping isnt free on Instagram orders. We sell authentic watches and we have provided the client free repair on the watch if there isnt wrong with the movement. We do not provide refunds as indicated on our website we are happy to provide exchanges towards anything else that you may be interested in. Thanks 

• Initial Complaint

  Date:11/21/2024

  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.

  Purchased a Cartier 40mm ****** Royal blue watch from ***** ******** (Mr. Exclusive). He stated this was a brand new watch and had complete authenticity card and was able to be serviced at ******* before purchase. When received the watch had been altered and not original. When I took it to ******* to get serviced I was refused by ******* that the watch had been altered. The watch has markings on the #2 and the hands are not the color the original watch would have. The warranty card included does not match the watch shipped, it is for a watch with a white face not the Royal blue. I contacted ***** asked to send it back and he refused offering an exchange only. I do not want another watch when ***** does not stand by his watches and misrepresents them as new when infact they are NOT. This sale was made under false representation. This is fraud to tell me I am purchasing brand new and then sending something used and altered by him. I requested a refund based on the misrepresentation and he is no longer responding to me.

  Business Response

  Date: 11/23/2024

  Hi the client purchased the watch online as a gift received the watch and was satisfied with her purchase posted numerous pictures of the watch worn on her boyfriends wrist commenting how much they love it. Two weeks later she contented us that she wanted it returned a watch that she used. We respond to the client our store policy and website policy we do not offer refunds and would be happy to exchange her item for store credit towards anything else that she wants. 

  Customer Answer

  Date: 11/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Mr. ******** knew this watch was a gift the day I gifted it we were excited and didnt know we were sold a counterfeit watch. The  very next day we went to *******, to have links removed so that the watch could be worn and we were embarrassed to be told the watch was not a real Cartier watch and the authenticity card provided was not for the watch we had. They would not touch the watch because it is not something original. *********** is lying saying it was worn as he lied telling me it was an authentic brand new watch. He is deflecting. The issue here is I was sold a fake watch that I was told was authentic and new. I paid $6000 for a fake watch. He advertised and I have the messages included where he confirmed it was authentic and new. This is fraud and I need to get my money back.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/02/2024

  Hi our store policy and website policies 

   

  there is no refunds or exchanges we are willing to offer an exchange towards anything the same value of what they paid even though the watch used now.

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not accept the offer made by MR.Exclusive. The watch is only used because he sent it that way. It is in the box that it was sent in not being worn. I could not get links taken out from ******* because its a fake, thus cant be worn. The store policy is irrelevant to this purchase because I was told I was purchasing a brand new watch with authenticity to be serviced at *******. I do not want an exchange for more fake jewelry. I want a refund and to return the watch. Mr. Exclusive has an extensive criminal background with fraud and counterfeiting . Police report filed *************** case #**-50439 also was directed by police to file Internet crime complaint center(***********) and ************************(http:// *******************:#/)  all complaints were filed 11/**/20**.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:01/12/2024

  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 Was sold a Rolex watch that was not even the watch in discussion, after I paid I was sent a watch that was completely different then what I ordered, after they received payment I called same day as I received the watch and told him my issue and that I wanted to send it back because of it not being as described, he then told me I got a good deal and it is what it is, he refused and proceeded to tell me he would take it back for a fee of 1,250.00$ and then stopped responding to texts completely, 3 weeks passed while I was waiting for my mothers b day (it was a gift for her) on her b day I gave her the watch witch when we tryed to set the time just stopped working completely, when I contacted him with this info he told me that the watch dose work and Im lieing and if I want to send it back to him he would now need a 3,250$ restocking fee This was the WORST experience I have ever had and I highly suggest you stay clear from this scammer, he is a thief and ***** it was honestly the worst service I have ever ever received from any business in my entire life STAY AWAY!!!!!!!!!!!!!!!!! I trusted this man with my hard earned money only for him to steal from me with no remorse at all! Again my only recommendation is to stay as far away from this store as possible

  Business Response

  Date: 01/13/2024

  Hi client had the watch in there possession for over a month and the watch was working perfectly. We agreed to the client shipping the watch back to receive $8000 in return which everything was done and received. The watch was received back and was still working properly and the client received the $8000 they agreed to. 

• Initial Complaint

  Date:07/17/2023

  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 got sold a ***** piece pendant with chain by this store in person from the owner for $500 and was told they are real diamonds vvs took the chain to get tested after and they were cuban zirconia. I contact this store on instagram and the same guy who sold it to me says send $200 and ill send you a new chain with real diamonds and i explain i already paid you $500 for a real diamond pendant and chain i dont feel comfortable sending you $200 after you already ripped me off once, u dont need to send a new chain but atleast pay me back the difference, the chain ended up being valued at $170 and he responded go away then dont keep talking to me unless you want to get blocked and blocked me.

  Business Response

  Date: 07/18/2023

  Good evening, 

  Can the customer please provide us with a customer receipt or proof of purchase. As well as the pictures of the merchandise they claim to have purchased through us & screenshots of the conversation taking place between the owner & himself through instagram. We had our instagram page suspended for over 6 months and unfortunately in that meantime we had alot of impersonators scamming our customers. We are simply hoping this isnt the case with this client.. this way I am more than happy to help & get more insight on how to fix the situation. Thank you 

  - Exclusive Co 

• Initial Complaint

  Date:02/03/2023

  Type:Billing 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.

  December 27th 2022 , I put down 500 for a 41mm diamond Rolex I proceeded to pay the ****k in full he says I have to send an extra 350 for fees since Im sending payment via Apple Pay , ************ app I have every payment documented! When I paid the ****k in full the jeweler informs me that he sold the watch he has to make me a new one & for the delay it will have a bigger diamond bezel! The date we agreed on has passed multiple times when I inform the jeweler I want my money back now they have blocked my number & blocked me via INSTAGRAM. This is horrible buisness horrible customer service they seem to be pulling fraud!

  Business Response

  Date: 02/13/2023

  To whom it may concern, 

   

  we apologize to the customer ******* for the confusion on the matter. We did not block anyone from our social media accounts, our page is currently down at the moment. We also received & shipped the watch already to the customer. I have provided shipping info & confirmation. The client has received the item. 
  

  ********

• Initial Complaint

  Date:10/31/2022

  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.

  On April 20th 2022 I went to Mr.Exclusive to purchased a Cartier Love Ring. With my husband *********************, I spoke to a women named ****** who sold ** the Cartier Love ring. She states MULTIPLE times the ring was authentic and came with all authentication paper work. After having the rings for a few months I decided to sell. Prior to selling I had to have the item authenticated. Come to find out through authentication the ring was fake. I spent $2600 on a ring that was fake/replica. I reached out to the owner via Instagram. Where he stated the ring was never sold as authentic. He stated the ring was sold by the weight and diamonds. Something that was NEVER disclosed. His employer and himself lied in order to make the sale. He is selling counterfeit items claiming and passing as authentic items.

  Business Response

  Date: 11/01/2022

  To whom it may concern, 

  Mr Exclusive jewelry sells Cartier inspired products & we give the customer guarantee on the gold & diamonds. This is  communicated to the customer before purchases. We even make it clear that the diamonds are set by us, automatically making it clear to the consumer it is a product we produce. We apologize on behalf of the company for any misunderstandings & can ***** the customer store credit for the full price on any other item at the store or they can sell it back to us for a partial refund. They are more than welcomed and encouraged to stop by the store during business hours to do so. 
  - Exclusive Co

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Janill

   

   

• Initial Complaint

  Date:09/28/2022

  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.

  On 9/19/22 I sent a bank wire for the total amount for 2 Rolex's. One of them being a Ref#***** Day Date in 18kt gold. I was told that it was fully linked, all factory components and comes with appraisal. Upon receiving the package I received a Ref#***** Day Date with an aftermarket replica band, case and dial. That means the majority of the watch wasn't even Rolex. I have tried to contact them via WhatsApp, Instagram and calling and they refuse to acknowledge the problem or try to fix it. They said to get a 2nd opinion and I did, the watch is clearly an aftermarket replica. They showed me pictures of what I would receive, then switched the watch and defrauded me.

  Business Response

  Date: 10/13/2022

  The watch we sold this customer was a watch we had received in a trade from another customer. We were later able to identify watch by serial number and granted this customer a full refund for this purchase where we issued a company  check after he returned us the watches. It was a misunderstanding and have been settled and resolved.