Complaints

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

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Hannoush Jewelers, Inc. has 15 locations, listed below.

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  Hannoush Jewelers, Inc.

  1769 Riverdale St W Springfield, MA 01089

• 

  Hannoush Jewelers, Inc.

  1 Sangertown Square, Ste 5 New Hartford, NY 13413

• 

  Hannoush Jewelers, Inc.

  1 Miracle Mile Dr The Marketplace Mall Rochester, NY 14623

• 

  Hannoush Jewelers

  4 Destiny USA Drive B209 Syracuse, NY 13290

• 

  Hannoush Jewelers, Inc.

  549 Dalton Ave Pittsfield, MA 01201

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:04/07/2025

  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.

  Purchased a necklace with an insurance policy for close to *****. The necklace broke after 3 days after taking a sweatshirt off. The necklace is clearly defective and poor quality and it was expensive at over $3,200 for 14k semi solid gold. Another Hannoush location told me to return it and buy solid gold. The ****** location said that should not have happened. The Holyoke hannoush claimed I must have broke it by force and refused to take it back and refund my money.

  Customer Answer

  Date: 04/11/2025

  I would like to add that I have taken the gold chain to many jewelers and they have all told me I was over charged.  I paid $3,200 for a semi-sold 12g chain, which is what it would have cost for a solid gold chain.  They have all agreed it is defective and should not have broken after 3 days.  They implied that as a woman I was taken advantage of and it is disgraceful.  I will take this to the attorney general and *** if I need to, just on the principal of it all.  Other Hanoush locations have all told me the same thing.

  Thank you for your help.

  *****

  Business Response

  Date: 04/14/2025

  This is what the assistant manager of our Holyoke store has provided me regarding the interaction in the store.
  
  "Good morning,
       On Saturday April 5th, Mrs. ***** was received by sales associate *******. After a few minutes of expressing dissatisfaction with a purchase of a Curb chain she made with him days prior, she decided the only outcome that would make her happy is a full refund because the item was a piece of c*** ******* offered her an opportunity to exchange the item for something to be considered more durable or to repair the piece. Her only responses were yelling and insults. She refused any resolution but to return and explained to him that ****** from ****** told her she would be received with resistance and that if she put up a fight we would return the item. At which point I intervened. After greeting her and introducing who I am, I explained to her our store policy and offered her a resolution of getting a new chain. She aggressively denied the offer and repeated what ****** had said. At which point I called ****** in ****** who confirmed that she encouraged the return. At that point I told Mrs. ***** that she can speak with **** or continue with ****** in ******, at which point she left. "

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23166438
  
  I am rejecting this response because:

  They charged me $3200 for 9 g of a gold chain. That was not good quality. Regardless of being semi solid or not, it should not have broke in three days of wearing it. Their return policy is a return within 30 days. They should stand behind their products. Their response to me was that my son was a strong boy. It is insulting and bad business. I will take this to the Attorney General and I will sue if I have to. Its the principal. Im a business owner. You should stand behind your product and also not overcharge someone for solid gold when you actually received semi solid.  

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

  Business Response

  Date: 04/16/2025

  BBB Response/Complaint: 23166438

  The price Mrs. ***** paid was a discounted price of $3200,with the regular price being $4840.  The sale price was $3388. She received an additional discount of $188. When ********* made the purchase, she was comfortable with the price and used her **************** to pay for it. Internal records indicate that the weight of the chain is 11.9 grams, not the 9 grams that she claims. The manufacturer has confirmed the weight.  We cannot validate a scale whose last calibration is unknown, and we can only validate using our scale, the manufacturers scale, and our records.

  We have been selling this item since 2021 and have no data of statistical significance showing that other customers purchases of this item have needed to be returned to the vendor due to defect, or the 24 length of the same style that we have been selling since 2022. We have had no issues or concerns from any other purchaser of this item.
  

  ****** in the ******, ** location, which is not affiliated with *************************, spoke out of turn when she told Mrs. ***** that she could return the item in *******. We are not the same company and have no affiliation with their location, owned by ******* Hannoush Jewelers, Inc. *************** returned to the Holyoke store, she was aggressive and refused to listen to any reasonable solution for repairing or replacing the chain. She made the environment uncomfortable for other customers in the store. Mrs. ***** spoke vulgarities and raised her voice, thereby diminishing their shopping experience and subjecting them to her irrationality. She did exactly what ****** coached her to do: put up a fight. This is not the behavior of someone who is publicizing herself as a business owner.

  At the time of purchase, Mrs. ***** was offered the Jewelry Protection Plan, which covers any damage or breakage. She initially declined the coverage, but after ******* further explained the benefits, she decided to add it to her purchase. Its peace of mind, especially when a teenager is wearing fine jewelry. Chains can break from taking off a sweatshirt because the chain gets caught between the fabric, the wearers head, and the force of removing the sweatshirt. A 22 chain is not going to fit over the wearers head, so it can stretch and/or break in the process of being removed with force. Mrs. ***** confirmed this in her statement dated 4/14/25, stating that the chain broke while removing a sweatshirt. Its a common repair seen in the jewelry industry,especially with younger clientele. Often just stretching will happen when any force is put on a chain, but with enough force, it will break. Mrs. ***** didnt allow the store to have any of this conversation because she left abruptly after chastising the employees.

  Posted in our stores is Hannoush Jewelers Inc.s return policy, which I am attaching for your review. In part, the posted policy states that merchandise is returnable within 30 days if it is new and unaltered,meaning it must be in its original condition. It further states that any returns must be made at the original store of purchase. A chain that has been worn and is now broken is not new; therefore, the return policy is void. If the Holyoke store had been given a chance to make it right, a repair or replacement would have been offered again. Mrs. ***** chose to visit another companys location, where she received information that did not align with our policies.If she had gone back to *******, where she needed to go to inquire about a return, she wouldnt have been privy to Alvinas opinions, which have no bearing on Hannoush Jewelers Inc.s policies, as they are solely her opinions.

  Business Response

  Date: 04/16/2025

  Copy of the return policy posted in the store.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23166438
  
  I am rejecting this response because: under MA Law, regardless of your store policy, if any item is defective, you must give a refund. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction was on the 18th of November 2024 I spent 2,000 dollars on a watch and the next day brought it back to return because I found it cheaper elsewhere and they told me I cant return it because the lady removed links so it fit my wrist without my consent before I left and are saying the links cannot be put back in

  Business Response

  Date: 11/27/2024

  Our return policy clearly states that merchandise must be unworn, unaltered, and in its original condition. By taking links out of the watch, it is altered and no longer in its original condition.  Also after talking with the store manager, the customer was knowingly sized in the store where the links were removed in their presence.  The watch warranty was also setup in the store with Longines, tying that watch and serial number to the customer.  Once the warranty is assigned the only way we could take the watch back and resell the watch would be as a traded in, used watch with no warranty.

  Furthermore, we are an authorized Longines retailer and our prices are set directly by that manufacturer.  In your communication with our store manager, you stated you found the same watch cheaper on WatchMaxxx; however, a search on the official Longines website indicates that WatchMaxxx is not a licensed retailer and is therefore not authorized to sell that brand. Though their watches may be sourced legally, it is outside the parameters agreed upon by ******** and their authorized retailers, and they are not obligated to provide any service(s) or warranty. Hannoush is an authorized Longines retailer and is therefore held to a high standard of customer service and warranty.

  Regards,

  *****

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The incidents took place on 9-21 and 9-27.I brought a few watches to Hannoush jewlers in *************** on 9-21-24 for batteries and band adjustment. This cost just under $******* watch was a Bulova watch given to me by my wife on our wedding day, that I have worn 10 times in 9 years. I was told they would need about ***** minutes. After checking back a couple times it was finally done after an hour and a half. Due to the delay, my child was hungry and needed to use the restroom. Because of this I did not give a thorough inspection of my watches, I just paid and left. Once I got home I began to set the time on my watches. When I got to the Bulova I noticed it was extremely grimey looking and a hand was missing. I immediately called the store and was told ***** (the person who did my repair) was unavailable and would call me back. This did not happen. I called back on 9-23-24 and expressed my concern that the watch given to me couldn't be mine as the one I dropped off was clean and had all the hands, ***** sarcastically mocked me by asking if I ever heard of polishing my watch. Confused as that was not a reason I brought it in I asked about the missing hand, to which he accused me of breaking it. But after further discussion ***** did say if I bring it in they will take care of it. I brought it in and that afternoon and they sent it for repair where I was again told they will take care of it. I was called on 9-27-24 and told that it was ready for pick up. When we went to pick it up he attempted to charge us $70 stating I have no proof it wasn't broken before so I am responsible despite the receipt I signed not stating anything about payment. After a stressful conversation he agreed to charge only me $25. I have tried to call corporate but I only get a voicemail. I would like like company to change their policy regarding repairs. I would also like a refund as well as for them to cover the cost for Bulova to inspect and recondition damage to my watch.

  Business Response

  Date: 10/14/2024

  District Manager intervened and got watch repaired in full with no charge to customer and they also refunded the initial repair charge and charge for the new watch battery.  Customer stated they were satisfied.

   

  *****

   

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******'s kept breaking out and I had the Rings for a while I just thought okay maybe it's a rash heat rash or something I kept putting cream on it but then I noticed it wouldn't go away so then I took my rings in and if it wasn't for another lady there **** would have never told me the Rings were made of nickel they told me they were gold white gold and then he told me he would rode on plate them but I had to pay $250 more dollars and I told him that will fade and my finger will go back to being the same because I'm a heavy allergic to nickel and he said it's and I said that will fade the rhodium plating he said yes it will fade but that's all we can do and and then I had to keep fighting with **** and the district store manager and corporate to see what they would do and **** said give me another month and let me see what I can do so I'm patiently waited I went in and **** told me here's what we can do we can take these Rings back and mind you I paid $850 for these rings and then he told me here's what we can do we can give you another set but you have to double the money so I would have had to pay an extra $1,000 to get a brand new set and I'm like why do we purchase the warranty for and my husband had a warranty on his range and they have replaced it six times at least with a different ring without no extra cost and I said I can't afford that just give me my rings back and so I was going to take them to a **** shop so I can **** them and get the money out of them and go to another Jeweler and they told me they were rose gold and they were white gold and I went to take them to a **** shop and they did a test on them and they showed me right in front of it he said it will smoke and turn green if it's fake and not real gold it smoked so bad it looked like there was a fire and turn *********************** this business is not worth buying rings from cuz they'll lie to you and then someone else who's trying to be honest gets in trouble for telling you that the Rings are fake

  Business Response

  Date: 07/08/2024

  The Store manager **** and District manager **** had already reached out to the customer and agreed to a full exchange of the items.  On the 27th of June the customer was given an full value exchange of the two rings that were giving her an allergic reaction to a new ring and pandora ************ Her care plan warranty was also refunded and a new care plan was given on the new ring.  **** and **** stated the customer was very pleased and happy that they were able to help her.  

  *****

  Customer Answer

  Date: 07/08/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 07/08/2024

  They resolve the problem they were easy to work with and they help me out to get a new ring and very understanding and was very easy to work with thank you for all your help and resolving the issue I will be coming back 

• Initial Complaint

  Date:10/17/2023

  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 purchased a diamond and sapphire ring on 7/31/23 for $3599, for a total of $3823.94 with tax. The ring was too small so I had it sized up. I picked it up on 8/5/23. I noticed a diamond was missing on 8/17/23. I went in on 8/19/23, concerned that a stone had fallen out so soon. I was informed by the manager, Alex, that the ring was delicate and to avoid this happening, I should turn the ring upside down when I get dressed or undressed. This is concerning because I should not have to worry about stones falling out of a ring of this cost when I am getting dressed, so I said I wanted to return it. I was told that I could not return it because I had it sized. I argued that I should be able to return it due to the condition of the ring and it losing a stone within 2 weeks of picking it up but they denied my request. I left the ring there to be replaced. I called the corporate office on 8/21/23 and was told I would receive a call from the owners of the Holyoke store, but I didn't get a call back. I tried again on 8/25/23, and was told again that I would receive a call back from the owners of the Holyoke store, but I never received a call back. I filed a complaint with the Attorney General's office and worked with an agent who tried to resolve the issue with the company. They confirmed that they feel a stone came loose due to a thread possibly getting caught but continue to refuse to allow a refund. They offered an exchange. I am not interested in an exchange due to a concern with the quality of the jewelry, at this time.

  Business Response

  Date: 10/18/2023

  Dear ******,
  

  I have reviewed the complaint and reached out to our store that is involved with this situation.  ******************* did purchase the ring on July 31st,2023, for $3,826.94 ($3,599 plus $224.94 tax). It was sent out to be sized to the requested ring size by ***** at that time.  At the bottom of the receipt, it states No refund on altered or adjusted or worn merchandise.  The original receipt is included in the attached documents here, uploaded by ***********  By authorizing the sizing of the ring, it has become altered.  The ring was picked up by ***** on August 5th in the requested ring size. 
  

  On August 19th,2023, ***** brought the ring into the store due to a missing diamond.  The store manager, Alex, inspected the ring along with the assistant manager, Ali, and found that it occurred due to a prong being caught on fabric and being pulled away from the stone, causing it to fall out.  There were fabric threads still caught on the prong which were visible using the gem scope.  This falls under the worn merchandise.  They tried to inform the customer as to the reason why it happened at that time, offering to show her through the scope, but she was not interested in the reason.  The ring was sent to have the diamond replaced and the prong fixed.  The repaired ring was back in the store on August 26th, 2023, and was subsequently picked up by ***** on September 3rd, 2023, at no charge to her for the replacement of the diamond or fixing of the prong (approximately $100 value).  Alex did offer her an exchange for a different style ring of equal value, but that was refused by *********** 
  

  The store has made every option available to her based on our company policies and the industrys best practices to resolve the situation.  The ring was repaired for free to the customer as a one-time courtesy and she has been given the opportunity to exchange the ring for a different style of equal value.
  

  We hope to be able to help ***** resolve this situation amicably. Ali, the assistant manager, has agreed to help her pick out a different ring if ***** does not wish to work with Alex.

  Sincerely,

  Bryan

   

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service 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.

  Hello, I purchased an engagement ring on 10/5/21. I attempted to return the ring after the wedding was cancelled. I brought the ring to the store and was told that they would offer me a store credit for the full value of the ring, but I wasn't allowed to return it. I explained to the manager that the ring was incredibly expensive and therefore I cannot just accept a store credit, and that I am requesting some sort of refund, even if it was a partial refund. The store manager stated that she would contact her district manager to discuss the issue, and that either she or her manager would reach out to me with an alternative solution. To date, I have not heard from the store manager or the district manager about this. I cannot accept a store credit. This was an expensive purchase which required a 5 year payment plan at 9.99% interest. Having to continue making monthly payments on this ring and not getting any sort of refund has caused undue financial hardship. I am requesting a one-time exception to be able to return the ring for a refund with the understanding that, moving forward, any new purchases made will not be refunded. I have been a loyal customer of this particular location and have bought tens of thousands of dollars in jewelry. I would like to continue being a loyal customer and I would like to continue making positive recommendations to other people about this store. Coming to an agreement on a one-time refund would allow me to continue making positive recommendations to other people about this store. I have attached a PDF of my credit card statement for reference. Respectfully,****

  Customer Answer

  Date: 05/02/2023

  I tried returning the ring in November 2022. I do have the receipt, just not with me at this very moment.

  Business Response

  Date: 06/01/2023

  Dear Better Business Bureau,
  

  I am writing to you in response to a complaint that was filed by ********************* on 4/29/23. In his complaint, **** stated that he was unhappy with the service he received from our company as we were unable to refund the purchase upwards of a year later.

  
  I would like to apologize to **************** for any inconvenience or frustration he may have experienced. Our policy does not allow for returns past 30 days, nor returns of custom made products. Despite this policy, we have offered ***************solutions which he was amenable to at the time.

  
  I would like to invite **************** to contact the store when he is prepared to go through with what we have discussed, but at this juncture we have been informed **************** is attempting to find a buyer for his ring rather than accepting our solutions. 

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

  
  

  Customer Answer

  Date: 06/02/2023

  I am rejecting this response. It is untrue that I have rejected the solutions provided by Hannoush Jewelers. My understanding was that I was allowed to make an even exchange for the ring without having to purchase an item double in value as a result of my unusual circumstances. I went to the store and was told I could exchange the ring for multiple items that total the purchase price of the ring. However, after the store manager spoke with the district manager, he was informed by his district manager that I could only exchange the ring for 1 item of comparable value. This presents a problem because there is no other item that is of comparable value other than another diamond, of which I have no use for. The manager, Bill, kindly offered to find my a Rolex watch that would be of comparable value since no other item sold in the store was of comparable value to the diamond other than another diamond, which again I have no use for, unless i can exchange my ring for an earth-mined diamond instead of a lab-grown diamond. Hannoush sold me a lab grown diamond for $10,000 that turns out to actually be worth only ~ $1,000. This is rather audacious. 

  Unfortunately, I have not yet heard back from the store manager about the search for a Rolex watch, so I assume that he has not been able to find one yet. I have zero complaints related to the store manager and staff, as they have gone above and beyond in attempting to assist me. My problem is with corporate making it incredibly difficult for me to do an exchange and refusing to even let me return the ring for even a partial refund. I am paying monthly on this ring at 9.99% interest for 60 months. I have accrued several unfortunate medical bills over the past year and continuing to pay for this expensive diamond has caused an undue financial burden on me.

  My request is one of the following 3 things:

  1: Offer a one-time exception to refund policy and allow me to return the ring (I would even be happy with a partial refund).

  2: Allow me to exchange the ring for a natural diamond (NOT another lab grown diamond) of equal value.

  3: Find a luxury watch (i.e, Rolex, Omega, Breitling, etc) of equal value to the ring

   Any solution other than one of the 3 listed above will not work. Hannoush is a multimillion (billion) dollar company. Allowing a one-time exception to the refund policy given my extenuating circumstance is not going to put Hannoush out of business. I am one individual and not a millionaire. I cannot recover from a $10,000 loss. A company such as Hannoush certainly can afford to do so.

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