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:12/12/2024

  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 purchased a ring from this business from their online website. When the ring arrived, it looked nothing like the ring in the picture. It had all of the stones set imperfectly and in a sloppy, hurried manner. I never once wore the ring. I sent the ring back to them so they could fix the problem or give me a refund. They admit to seeing the imperfect, sloppy and unaligned settings in the stones, however, they claim it's from "wear and tear", which would be impossible because I NEVER once wore the ring. They want to charge me an additional fee to make the ring look like what was promised on the website. I have tried for months to resolve this with them, however their emails are riddled with spelling and grammatical errors, and sometimes they send messages to a wrong email address. This leads me to believe they are lacking the professional service and attention they promise.

  Business Response

  Date: 12/19/2024

  I wish the client had been more transparent in the complaint she filed. To provide context for all readers, this purchase was made in December 2023, and todays date is December 19, 2024.

  
  The item in question was a custom-made full eternity ring. When the client initially received the ring in January, she raised a concern about one of the stones being misaligned. We acknowledged her concern and promptly remade the ring, which was delivered to her on February 14th. At that time, no mention of any defects was made.

  
  Our policies clearly state that any issues must be reported within five days of receiving the item. Instead of reporting any concerns, the client later contacted us to request an upgrade to 18K gold. She expressed interest in having the ring remade in 18K gold but ultimately decided not to proceed due to the associated upgrade fee.

  It is worth noting that from February 14th until early Novembera span of approximately nine monthsthe client did not report any issues with the ring. Exactly one year after the original purchase, she reached out to share an image showing a slight movement in one of the stones. In her communication, she mentioned that she noticed this issue and did not wear the ring as often as she would like because of it. However, this statement confirms that she has worn the ring, contrary to any claim that it was unworn. In fact, the ring shows visible signs of wear, including dents and scratches.

  
  The client requested that we remake the ring again, but we declined this request. It is important to note that, prior to the filing of this complaint, we had already issued her a refund to resolve the matter.

   

  This has been closed for us. 

  Customer Answer

  Date: 12/20/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:09/07/2023

  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 December 25, 2022 I purchased the 14K Gold Art **** Chain Bracelet for $185.16. I received the bracelet on January 9, 2023. It has been less than 9 months and my bracelet clasp became broken. NINE MONTHS. Less than a year. I tried "fixing" it the first time I noticed it was broken. Unfortunately, the bracelet broke again and during a time I wasn't staring at my wrist. After retracing my steps I couldn't find it anywhere and reached out to Ferko's Fine Jewelry. I assumed a jewelry store would offer a warranty/replacement/refund for products that are clearly defective. This is not a $20 bracelet. This is hundreds of dollars worth of jewelry. I have spent nearly $800 buying different sorts of jewelry from your company. This company offered me "15% off" my next purchase. And guess what you guys mentioned...there is currently a, "Labor Day Sale" for 15% off I can use... The fact that you are selling hundreds of dollars worth of jewelry on your website yet have no warranty/replacement/refund for such subpar quality of jewelry is horrendous customer service. I would never recommend your company to anybody. I am thinking about doing a chargeback on my credit card at this point due to your company trying to sell defective jewelry at such a high cost. I will not if your company can provide me with a replacement or refund.

  Business Response

  Date: 09/18/2023

  Hello BBB Team, 

  We recently received a communication from the customer that raised this complaint on September 7th, 2023, pertaining to an issue with her bracelet.
  This is the first instance we have been made aware of any problems regarding this particular piece of jewelry. It's important to note that the customer had attempted to resolve the issue independently prior to contacting us for assistance. Additionally, the customer made another purchase from our store in April 2023, during which no issues were reported with their previous order.
  Upon reviewing the customer's complaint, we found that the bracelet was purchased in December 2022. Our company has a six-month repair/exchange policy in place for any product-related issues. This policy requires customers to contact us directly so we can provide assistance and rectify any problems with our products. Unfortunately, the policy period has expired for this specific order.
  We are sorry to hear that the customer lost her bracelet due to a clasp issue. However, it's important to clarify that we are unable to assume responsibility for lost jewelry once it has been successfully delivered.
  As a gesture of goodwill and in an attempt to resolve this unfortunate situation, we have extended a special offer to the customer. The offer allows her to purchase a replacement bracelet at a 35% discount. We have communicated this proposal to the customer 10 days ago and are currently awaiting her response.
  We sincerely hope this offer provides a satisfactory resolution to the issue and eagerly look forward to hearing back from the customer."

• Initial Complaint

  Date:06/18/2023

  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.

  I received the full eternity band as a gift, the buyer told me they purchased full baguette eternity ring and custom sized it to a size **** and was told the diamond specs would be minimally **** Carat. The ring was sent into *** where the estimated diamond weight was actually **** carats which is a big discrepancy given the **** Carat specifications are based on a size 6 and the ring was sized up to **** Given that he paid more for the customized piece you would expect the ring to be minimally **** carats as stated in online description

  Business Response

  Date: 06/29/2023

  The referenced ring was not purchased directly from our company by the consumer. As per the customers confirmation it was purchased from a third party.  Nothing in writing was provided by *** that the ring has a diamond weight of **** nor did *** confirm they provide such service or how such weight was determined without weighing the diamonds on a weighing scale.

  Every inquiry for us is a serious one. We have been in contact with the customer and she has sent back the ring for us to inspect the ring and to see if there are any discrepancies are not. Our Diamonds weights are precise and have assured the customer that if there would be any type of discrepancies that it would be rectified immediately. 

  Customer Answer

  Date: 06/29/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Ferkos has been stellar in customer service and has gone above and beyond to help me! I would rather have the complaint withdrawn completely as this seems to be an error of *** and not Ferkos 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/10/2023

  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 ordered two rings for $580.50. The order number is ****** I email the customer service rep and told them I purchased two rings for a cancer survivor gift for my mom. I got a delivery noticed saying my package arrived but it never did. I was home all day waiting for the package. I send a request to get proof of delivery and then I see someone just wrote L.K and the address which doesn’t make sense why would someone write the address on the signature. Also the paper doesn’t show what apartment it was left at. I then proceeded to call the carrier and they said to check the mailbox which I did but I couldn’t find anything inside of it. I then attempt to file a lost/missing package claim but it shows the package was not insured by the company so I cannot file the claim. As requested by the customer service representative I call the local post office and ask them to help me locate the package but the driver said perhaps he left it at the mailbox but I don’t see anything on the mailbox. Please refund me to my original form of payment for the two rings I ordered but never arrived. Before I purchased the items it mentioned the company is not responsible for uninsured (returned) items but they don’t mentioned about the items being sent by them. I am unsure why the items were not insured by the company but I have taken every step I could to help track it. I just want my refund.

  Business Response

  Date: 06/17/2023

  The complaint we received primarily focuses on the delivery of the shipment, which is the responsibility of the courier rather than our company. It would be beneficial if the BBB had a process in place to evaluate such complaints and determine who is at fault. The customer filed the complaint immediately after the delivery was marked as completed, without allowing sufficient time for the Post Office to investigate or for our company to assist the customer. This complaint seems unjust as it clearly pertains to an issue with the courier, not our company. There is no mention in the complaint that implicates our company in any way.
  Regarding the insurance of the shipment, we ensure the safety of each item we ship through our private insurance block.
  We have already resolved this matter on our end, and a refund has been issued to the customer.

• Initial Complaint

  Date:07/06/2022

  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 received and order of a diamond ring (via ****) made from yellow gold the end of February 2022. The amount was $895.86. I have an allergy to metals that are not pure gold. After a month I got a redness under the ring. Switched to different fingers and the redness appeared again. Then the longer I went wearing it the reaction got worse and worse and I got a pussy rash. I knew I couldn’t keep the ring. I told her what happened and she said any other ring she would give me might cause the same reaction so to ship it back for a refund. On June 23 2022 she received the ring in original packaging FedEx Shipment ************. She then offered to make a new ring of 18k gold instead of 14k when she had already told me I would get the same reaction. Then she’s proceeded to tell me it’s my own fault because my ring must be too small. It isn’t. I paid for the shipping on the way back with insurance and signature. I am only seeking the original payment refunded. I have not received it. She said she would only do it if she took out 35 percent of what I paid for her to keep 100 percent of merchandise which I will not accept. That’s a scam. This is not real gold I can assure you.

  Business Response

  Date: 07/15/2022

  The item was delivered to the customer on January 29th. First email sent by the customer regarding the issue was June 15th (screenshot attached for reference) which is nearly 5 months of the delivery and use. 

   

  The consumer is not aware of that all gold jewelry has mixtures with other metals to bring down the purity of the gold to 14 or 18 from 24K. 24k Gold is too soft to many jewelry with hence the reason the jewelry industry globally uses 10, 14, 18K. The higher the karat the more fine gold and less alloys the mixture has. The customer stated she is allergic to Nickel. Nickel is only used in certain areas of the world for White Gold.  It is used in the mixture so Yellow Gold is turned into White.  Two important facts here, #1 None of our jewelry contains nickel #2 - The customer did not even purchase white gold, she purchased a Yellow Gold Ring.

   

  It is true that some customers have allergic reactions to gold and or the mixtures used within the 14 or 18K. These type of allergic reactions appear within the first 2 days of use. The customer states the "the sign of reaction was making her finger a little pink after the first month". (referenced attached) If the reaction did appear a month later and the customer is aware she is allergic to type of metals, we think it was important that we were contacted immediately as opposed to 5 months later.

   

  The order was initially placed as a size 5 3/4 then requested it to be changed to 5.5 (reference available if needed). When she wanted to exchange it for the 18K she actually requested to size up as well. (reference available if needed) Given the years of experience we are in the jewelry business and the information she provided us along with images the high probability here was the sizing was too small and due to lack of circulation the area which was wearing the ring was turning to a pinkish color (which is exactly what happens when the ring is too tight on once finger) She  was stacking several rings on the same finger.  We offered her to have it resized for her to try it and she refused.

   

  The customer initially requested to change the ring for a different style. We did inform her that what ever was reason of the issue on her finger would be the same and suggested 18K. She was completely fine with it (referenced attached). She sent the ring back to be exchanged for a size 6 (when she initially had us make the ring in size 5.5) in 18K.  Once the ring was delivered and the fee for the 18K exchange was requested she demanded a refund.

  We did not offer her any type of refund (hence the reason she did not attached a screenshot of such convo). The ring had been used for 5 months and out of courtesy we provided her the following options for solutions. 

  
  * We offered the option to upgrade to 18K for $150.
  * We offered an exchange for an equal value for a different product
  * We offered a return with a 35% Restocking fee.
  * We also offered to resize the ring to a size 6 free of charge.

  *** We feel each and every one of these solutions were very fair to resolve the solution for the customer. 

  The ring had been used for 5 months, the restocking fee goes towards scrapping the ring. The cost of setting labour, scrapping labour and breakage of diamonds when taking the diamonds out. She refused and consistantl in every message she sent us threatened us to take it up with ****, her Credit Card, and BBB. WE did remind her she has every right to contact either one of the parties to raise her concern and we as the merchant will be happy to comply.

   

  We have issued her a refund minus the 35% Stocking fee and have closed this case on our end. 

  Customer Answer

  Date: 08/02/2022

  
  I do not accept all the excuses given by this jewelry seller. I believe some of her jewelry is plated to disguise the fact that the metal is low quality and not true solid gold. Look at how many sales she puts out. It absolutely impossible to all be handmade by this business. She does not oversee the making of all these products but refuses to be ethical in her practices. You buy jewelry, a problem comes up and you’re the one paying to ship it and paying her money to keep it herself then sell it to someone else. You lose out. I want to warn all buyers to get their jewelry from somewhere that had a true guarantee. I would expect a business owner to be surprised and embarrassed about what happened. Instead she blames the customer. I work in customer service and have never acted that poorly. All this BBB complaints should say it all.