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Business Profile

Jewelry Stores

Monogram Hub, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed online order #******. We moved before it was delivered and post office sent back. ***** credit was issued. Ordered again online. Terrible quality. Wore once and item started turning colors. # ******. Misinformation provided by representatives. I would like a refund of ****** via check as I will never order from this company again.

    Business Response

    Date: 02/06/2025

    Thank you for the opportunity to assist you. Upon reviewing your order and details, we credit you the amount paid for the 1st order as it was returned to us, The second order we advised, we will correct for you at no cost, you rather not and get credit. We will gladly credit you once the item is received back to our shipping center. Keep in mind, our policy is no refunds. We will work with you to restore the piece at no cost and even remake a different item if that would work better. Please understand we stand by our product and will gladly assist you in what we can when you are ready.

    Customer Answer

    Date: 02/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     No, that's not acceptable to me. Why would I want a store credit? Why would I order from you again based on the product I receive? I WANT A REFUND VIA CHECK. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ****** *******




     

    Business Response

    Date: 02/07/2025

    Sorry to hear you don't agree with our policies. We have responded with how we can help you assuring your items are done to your liking and hope you can decide. 

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

    Again, refund in check form. I'm not understanding why you feel like I want a store credit or a redo. The pictures provided showed craftsmanship issues. I DO NOT WANT ANY FURTHER PRODUCTS OR SERVICES FROM YOU. REFUND MY MONEY VIA CHECK.

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ****** *******




     

  • Initial Complaint

    Date:02/07/2024

    Type:Delivery Issues
    Status:
    Answered
    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 never received the items. I ordered back in August,. I totally forgot about it until I received an offer to order from them again,

    Business Response

    Date: 02/12/2024

    Thank you for the opportunity to assist you. Please note, your order came in with PENDING PAYMENT. This means we did not receive the funds although you paid using PAYPAL. We ask that you reach out to PAYPAL to dispute any funds taken out of your account as we did not receive the funds to fulfill this order.

    NOTE* Monogramhub doesn't fulfill any pending payment orders and will do once payment goes thru.

  • Initial Complaint

    Date:12/20/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of Order-12/1/2023. I ordered three sets of jewelry: two sets of name plate earrings, and a name plate necklace and chain and all merchandise was supposed to be delivered within 2 to 3 weeks, but I still haven't received anything I purchased!!! These were supposed to be Christmas gifts for family and now I'm afraid I was scammed and everyone will not be able to enjoy their gifts in time for Christmas. I have left call messages and emails to them and no response!!!!! I want my money back immediately or else!!! I will never do business with Monogram Hub ever again!!!

    Business Response

    Date: 12/20/2023

    Thank you for the opportunity to better assist you. Upon checking your name and email we don't see any communicationfrom your. Also note, production time is 2-3 weeks from order date. As personalized items take time. We do have good news, your order shipped via **** with tracking number **********************. We hope this bringspeace of mind to you. Happy holidays.

  • Initial Complaint

    Date:12/15/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a silver monogram necklace with my daughter's name on it and it has been 3 weeks and I have not heard anything from them. I tried contacting them and they have no customer service. I just want my money back and I will never shop with them again. I tried calling the phone just immediately hangs up. I also tried emailing and I haven't got a response yet. I just want my money back.

    Business Response

    Date: 12/17/2023

    Thank you for the opportunity to assist you. Please see attached remail response proof. Your order was placed on 12/1, this meand 3 weeks of production will be up on 12/22. Today is 12/17. Please allow the production time to get your tracking info once shipped. Also note, our contact phone number is a voicemail system and no voicemails were recieved from you on our end. We do not have a person answering our phones. Kindly check your spam/junk folder to see our response and **** our email as "not spam/junk" so you will get any future updates without issues. Hope this helps. Have a nice day.

  • Initial Complaint

    Date:12/14/2023

    Type:Delivery Issues
    Status:
    Answered
    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 made a purchase with this business on November 25, 2023 at 6:46pm. I have yet to receive shipping information on my purchase. Ive emailed the company only to receive no response. I purchased two name necklaces for my daughters hoping they would be here for Christmas. I tried multiple times to contact ************** the number posted on the website and they are not receiving any calls. I didnt want to complain but this is my last resort of receiving any response on my purchase. Ive made a purchase with this company in the past and had no issues on my order and my necklace is perfect. Please fix this so that I can remain a loyal customer.

    Business Response

    Date: 12/29/2023

    Thank you for the opportunity to better assist you *******. We have emailed you back on both of your messages. We've attached these responces for clarification. Also, we noticed that your necklace shipped on 12/12 and delivered on 12/18 as per ***** (See attachment).

    Upon reviewing your order details, we noticed you did not choose Route-package protection, which is the service that protects you against lost or stolen packages. You are welcome to submit a claim with **** or ask your neighbor if they have gotten your package by mistake as this shows delivered.

    Since you are a valued customer, we are willing to remake the item for free, but will need you to cover the shipping fee. Let us know if you want this, so we can proceed to remaking for you. Thank you for being a loyal customer. Hope we can come up with a mutual agreement.

  • Initial Complaint

    Date:08/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 necklace that was supposed to be solid gold but when the chain broke and I went to have it fixed the jeweler told me that it wasnt solid gold but it was gold filled over silver. I paid for a solid gold necklace. I have reached out numerous times to the business and no one has reached out to me to rectify the situation.

    Business Response

    Date: 08/07/2023

    Thank you for the opportunity to better assist you. All our solid gold jewelry has a disclaimer on the item description. "Note: Only the nameplate is solid gold, the chain is 14k gold plated over silver." (see attached image) If you don't want the item purchased, you are welcome to return it to us for store credit. Once received you will be sent an email with your credit code. You can send the necklace to ** @
    MONOGRAMHUB
    ATTN: REMAKE
    * ************* ***** * ********** ** *****

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    April 24,2023 first time purchasing from this company, I wanted to trust that they would honor my purchase but I purchase two personalized necklaces for my daughter and I. I paid extra for larger chains and I got only one necklace with the wrong chain and I can't talk to anyone at the company this was a sweet 16 birthday gift for my daughter

    Business Response

    Date: 04/25/2023

    Thank you for the opportunity to assist you today. Your second necklace was not ready in time to ship together. This is the tracking for the sexond necklace.

    ********** ************ **  ********************** **** ***** ***** ****

     

    We asked you to please send ** a picture of the necklace received that was too short along a ruler/measuring tool. We think our responces are going into your junk/spam folder. Please check.

  • Initial Complaint

    Date:03/27/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of Purchase: 1/14/2023 Order #****** Price of Purchase: $52.49 Description: 2 Tone Sterling Silver Custom Name Ring (*****) size 10 The order was done though monogram hub and not through a 3rd party.The order was sent to us incorrectly. They sent the name ANGEL **** 6 and was supposed to receive ***** size 10. They had me send the incorrect ring back to them for them to remake and have the correct ring sent out in 2 weeks. Now it has been going on 3 months since we had ordered the ring and sent the incorrect ring back. We have emailed them 4 times and they only answered once to let us know it would be sent out in 2 days and it has now been 3 weeks and we still haven't received the correct ring or heard anything from Monogram hub.

    Business Response

    Date: 03/27/2023

    Thank you for allowing us to assist you. Your replacement order of the correct ring was shipped with Tracking Number:
    **********************. We apologize that it took this long for the resolution.

  • Initial Complaint

    Date:03/07/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of purchase: January 2023, received items on January 19, 2023 & sent the following email:I received my order today and I am very disappointed. I order 18 inch chains none are 18 inch. In addition, I also received engraved heart charms so small you have to use a magnifying glass to read it.A few days later my son, ******, discovers his name misspelled - ******. I sent another email and got the following response:We cannot modify any order the customer place, the only way we can do it is internally on our system if the customer requested. If you would like, please check the email confirmation of your order and you'll see all the details placed on the order. In addition, I get the above generic email when I further complain which includes informing them that I tripled check the spelling before submission. Unfortunately didn't take a screenshot. I want a refund on the misspelled charm. I will eat the rest of the cost and NEVER shop from Monogram hub again.

    Business Response

    Date: 03/22/2023

    Thank you for allowing us to assist you better. We reviewed your emails and responces from ** and yes, this was an error on your end as the item was mispelled. As our policy states, you are welcome to return the items as received and unworn for store credit. Once we receive the item back you will be sent an email with the discount code for the amount you spent on the orginal order so you can shop for something else you like on our site.

    We will be happy to receive the item back for a refund. Feel free to send this to ** at:

    MONOGRAMHUB

    ATTN: RETURNS

    * ************* ****** *********** ** *****

  • Initial Complaint

    Date:08/22/2022

    Type:Product Issues
    Status:
    Answered
    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 2 Groupon vouchers to buy 2 necklaces from this company. I input the redemption code which it showed they were applied however once payment was submitted it charged me the full price. It's showing my Groupon vouchers were redeemed but did not reflect that on my receipt that was emailed for the 2 orders. I would like a refund for the difference.

    Business Response

    Date: 08/24/2022

    We are trying to contact the customer in order to apply the voucher for her and provide the refund for the value of the coupon. The voucher code was not applied at the moment she placed the order and, now we want to do it for her but, we need the customer to remove the Paypal's dispute in order provide a partial refund. 

    Customer Answer

    Date: 08/24/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

     

     The PayPal complaint has been closed. There is no way for ne to reopen it to have it cancelled.  I did not receive a refund from PayPal and I am unable to cancel a closed claim. Therefore I would like to be refunded the difference.  

     

     

     






     

    Business Response

    Date: 09/05/2022

    The disputes were not dropped, and the orders were canceled and refunded. 

Monogram Hub, Inc. is NOT a BBB Accredited Business.

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