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:03/26/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint against CustomMade regarding a transaction that took place on 23rd Novemeber 2023. The details of the transaction are as follows:Date of the Transaction: 23rd Novemeber 2023 Amount Paid to the Business: $34,865 What the Business Committed to Provide: CustomMade committed to providing me with a bespoke engagement ring crafted to my specifications, including an Alexandrite sourced from ******.Nature of the Dispute: CustomMade sold me an Alexandrite gem promising that it was ********* - a key request I made multiple times which can increase the price of the gem by up to 50%. Upon receipt of the gem I had doubts over the origin and so asked for them for proof of origin which they then refused to provide, saying only that it was from a "trusted source". I am concerned they have sold me a gem at a significant markup that is not from a genuine origin and they have refused to pay to cover the cost of verifying the origin of the gem which gives me further concern over their integrity. I would like them to at least pay for proof of origin, or failing that provide a 33% refund in line with value of the origin.Efforts to Resolve the Problem: I have made multiple attempts to resolve the issue with CustomMade directly, including contacting their customer service department and talking to CEO *******************. We are now being met with silence and refusal to address the issue.Order Number: ******* Advertising Information: Their website advertises the below which they have not delivered: "It's Not Perfect Until You Tell Us It's Perfect. We get it. Buying an engagement ring online might seem a little crazy. Thats why we give so much love, care, and personal attention to each ring we make. We'll never send you a ring we're not proud of, and if you're still unsatisfied, we'll be there to make it right - for life."Thank you for your attention to this matter.

  

  Business Response

  Date: 03/26/2024

  Thank you for your feedback. It is very important to us. However, it is also important to clarify what happened here. You purchased a custom engagement ring with a custom sourced 1.33 carat natural Alexandrite, a very rare and expensive gemstone. We spent ~7 months working diligently to locate a gem that met your requirements and budget.  When you received the ring you wrote to us to confirm that you absolutely loved it.
  
  Several months later you proposed to your girlfriend and learned that she wanted something much bigger and completely different.  
  
  We offered you numerous options over the course of many weeks to attempt to satisfy her, including upgrading or trading in the stone for a larger one, redesigning the ring for free, etc.  A trade in would of course involve a significant additional expense, and your budget was not sufficient to allow for an upgrade of this size.
  
  We always fully disclose all of our return, refund, remake, and other policies and we did so here.  I've taken the liberty of pasting it again below;

  Every piece of jewelry we create is 100% custom, and most of our diamonds and gemstones are purchased specifically for each piece on our customers' behalf, which means we cant take items back and put them in stock for another customer. Because of that, we don't accept returns, or offer refunds or cancellations, after you've paid to secure your stone(s), or after you've accepted your final proposal to begin production, whichever comes first.

  To clarify our discussion on origin, *** didn't offer origin opinions on Alexandrite at the time the certificate was issued. They do offer them now with the disclaimer that it is just an opinion. As the owner of the gemstone, you are free to send it to *** for an origin opinion. 
  
  We wish you the best of luck in finding a replacement, and we are sorry this interaction has ended with an unhappy customer. 

  Customer Answer

  Date: 03/27/2024

  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. 

  The response provided by the business completely ignores my problem - they sold me a gem promising it was Brazilian, and were not able to provide proof when requested. Regardless of the surrouding circumstances, I should not have to accept a potentially fraudulent gem, and given they promised it was Brazilian in our interactions, they should be able to back that up. For this exact reason, I am not requesting a full refund as I acknowledge the work they did put in, but I am requesting just the cost of a certification of origin, which would allow custommade to prove the integrity of their product and themselves. They continue to ignore my issue and from the looks of their negative reviews this isn't the first time this has happened (they also are trying to remove my account of this situation from trust pilot).

  Please help me keep this business accountable, I am feeling very taken advantage of as a consumer.

  
  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,

  Jack

   

   

  

  Business Response

  Date: 03/28/2024

  I understand this is a challenging situation for you.  But weve delivered a workmanlike product, accurately described, and conducted ourselves with integrity. You acknowledged receipt of the work, and you reiterated that you were pleased with it.
  
  As you remember, we spent a lot of time trying to locate a *** with the very specific characteristics you required.  If at the time of purchase you insisted on a *** with an ****** opinion from the *** (as opposed to a standard *** *** identification report, which you received), we would have attempted to source a stone with that report from a dealer.  That process involves more time, more money, and more risk that stone would have been more expensive for you.  

  Our system requires full disclosure on every *** we sell, and you received a copy of the *** certificate prior to the sale, along with all other lawfully required disclosures. 

  As we've explained multiple times, authenticity and a third party opinion of ****** are not the same thing, and no ****** opinion (***, **** **** ours, our dealer networks) is dispositive. If you feel more comfortable with a *** ****** opinion and want to take the risk of soliciting one in order to maximize resale value on the stone, you are welcome to do so.  But we would not be involved in that process nor cover the cost.  

  I understand by her own admission that your fianc was ultimately displeased with the size of the stone and wants something much larger.  Obviously her reaction to the gift is far outside of our care, custody and control.  Weve offered everything we can within our policies (remake, trade up, etc) to try to assist you in navigating this most uncomfortable circumstance, but ultimately none of those options are appealing to you. Beyond those options, there isnt much we can do to rectify a mistake we didnt make.   

  Customer Answer

  Date: 03/28/2024

  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. 

  A lack of accurate descriptions and integrity from CustomMade are exactly why we are still having this discussion. At the time of purchase, they promised a Brazilian stone, which was a core need that significantly impacts the product. I trusted them when they told me it was Brazilian, and that trust was clearly misplaced given that they have been unwilling to back up the claim they sold me on, taking advantage of my trust in you at the time of purchase.
  
  It is a small ask to cover the cost of the origin certification which would resolve this quickly and easily. There should not even be any risk in this if you sold me a genuine product, and your lack of confidence in your own product is concerning and indicates a clear mistake on your behalf: advertising the origin of stones without proof. 
  
  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,

  Jack

   

   

• Initial Complaint

  Date:02/21/2024

  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 recently paid with and worked with Custommade.com to make a silver signet ring, with the intention of everyday wear as well as stamping a seal into wax. I paid, $708, (****** after tax) for a sterling silver ring. I own many sterling silver pieces of jewelry, and only those which are cheaply plated turn my skin green. this ring turned my skin green in under 30 minutes of wear! When I contacted them about it, they said I had 90 days to return it from them sending that message, yet they won't reply with the address for me to send it to! I also don't know if they intend to refund the down-payment despite not making it clear that their rings were plated instead of actual sterling silver. It's marked **** on the ring, but is very clearly not, as it makes my finger itchy and green very quickly. I have replied to them in under 5 minutes of each of their responses, though they insist on taking considerable time to reply, and I have yet to receive a way of sending it back from them. They can't get away with selling people rings worth so much with the intent to rob them in this manner. I can only imagine if I had opted for gold and been this deceived.

  

  Business Response

  Date: 02/22/2024

  Hi Vyers,

  I'm sorry to hear the sterling silver caused your skin to turn green. As we communicated to you on your project, we can't predict when someone will have a reaction. Your piece is sterling silver, but as mentioned, the process we believe is the best for creating custom jewelry (investment casting) does sometimes cause a reaction for people who normally do not have one. I'm sorry this happened with your ring.

  We stand behind all of our products, and are committed to providing a great experience, which is why we offered a full refund as one of the options for you. We also provided you with a prepaid shipping label to send it back to us so you will not incur shipping fees. Once we receive the piece back we'll issue you the full refund.

  Again, I'm sorry the ring did not work out, but rest assured we are offering a full refund, and have provided a prepaid shipping label for you. If you have further questions please message us on your project and we'll reply. I'll keep an eye on it and ensure we're answering your questions.

  Thanks,
  *****

  Customer Answer

  Date: 02/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does mostly satisfy my issues and/or concerns in reference to complaint #********. I do however maintain that this 'investment casting' is misleading and may cause others undue stress unless better explained during the ordering process. The 'investment casting' is incredibly vague and suspicious. I believe there is nickel in this ring, and a fair bit of it at that, as normal sterling silver doesn't cause me to itch or turn green, while nickel is a known irritant to me. Iunderstand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Vyers Le'ciel

• Initial Complaint

  Date:03/09/2023

  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.

  On October 5, 2022, *************************** of Vedic ***************** a maker with custommade.com withdrew $795.00 from my bank account, with the agreement that she build a custom made table for me. She made the proposal (documented) and created our legal contract for the negotiation through custommade.com. The agreement was to ship the item by October 18, 2022. This document is a legally binding contract. I agreed to an extension via email when she reported not having the table finished. Months ensued and she still did not provide the product she agreed to give me under the transaction of payment. When I reached out, she agreed again to have the item delivered by February 15, 2023 (documented). She stated: "I promise you we will deliver it before february 15." She provided a tracking number and documented through Custommade's messaging system that the item had been shipped. She also marked the project as complete on February 14, 2023 in Custommade's activity log and marked the item as being shipped on 2/15/2023. As of March 9, 2023 at 7:54 AM Mountain Standard Time, the item has not been shipped through **** (documented), which was checked via the tracking number she gave. Her messages on February 23, 2023 and after confirm that she did not send it (documented). On February 23, 2023, I requested a full refund only. I filed a Resolution of Dispute with Custommade on February 26, 2023. I reported to Custommade's management team the issues I was having. The maker *************************** had also falsely posed as "****" from Custommade's management team. All this was found out by Custommade. They reported they attempted to get a refund but never secured one. They reported they locked her account but she continues to have an open page and selling items. When I asked to speak with their legal team, they sent me the email address and I emailed them. I've never had a response from them. At this time, I've neither received a product nor a refund and Custommade now won't work with me.

  

  Business Response

  Date: 03/09/2023

  Hi *****, I'm sorry to hear about this.  As our support team explained, we do not make custom tables.  We only make jewelry, and we do not outsource our jewelry work to any third party makers ever.  There is a very old section of our website that has been around for many years where we still allow independent furniture makers to advertise their services and/or keep a profile.  In this circumstance, you contacted one of those furniture makers directly, contracted with them directly to make you a table, and paid them directly.  We aren't a party to that transaction, so we simply don't have any ability to give you a refund or help with your dispute.  In the meantime, this advertiser's account has been locked until he reaches out to you to rectify your concerns.

  Customer Answer

  Date: 03/09/2023

  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 disagree. There would have been no transaction or agreement made without CustomMade. There are no protections for those that order through YOUR website. Ethically this is a huge dilemma for your company. It does not matter how "old" this part of your website is, it's still in operation currently. You are allowing transactions to take place through your website. My transaction happened not just privately with the maker, but through CustomMade. All the documentation of the project's contractual, legal and financial processes has CustomMade's image and logo on it. I did not receive a private agreement with the maker through an email or through postal mail. It happened through CustomMade. 

  These ethical issues need to be addressed with the highest management of your company. There is nothing precluding this maker from creating a new profile under a different name, accepting payment from somebody else, transferring those funds to another account (and thus having immunity from forced refunds), and continue to scam other customers. They have protection from your entity because there is no way to obtain business addresses for litigation. You are protecting these makers in their theft. Furthermore, the maker has shut off all ways of contacting and I have no way of getting my money back. Your legal department has still not responded to my emails. 

   

   
  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: 03/13/2023

  Hi *****, I've attempted to contact you at the daytime phone number you provided, but there was no answer and no voicemail was set up so I could not leave a message.  You can contact me directly using ******************************* and I'd be happy to chat with you on the phone about this and help any way I can.

  We don't provide protections for transactions done with makers that advertise on our website because we simply have no control over those transactions.  We make this clear in our terms and conditions when you use the marketplace part of our website.  When you accept the maker's proposal on our website, you are doing business with that maker - not with us. We want to help, but please understand that we have a limited set of tools at our disposal considering we are not the business you contracted with.

  The maker cannot simply create a new profile, because in order to do so they must have a payment processing account that we approve.  We will not approve them and their payment processing account is now permanently locked until they work with you to resolve this issue.

  Our jewelry business is a completely different situation -- that is our main business and we are the maker, and we are solely responsible for manufacture, delivery and customer satisfaction.  

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************