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Business Profile

Online Retailer

Glencara

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Glencara's headquarters and its corporate-owned locations. To view all corporate locations, see

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Glencara has 2 locations, listed below.

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    • Glencara

      Private Address Long Island City, NY 11106

    • Glencara

      3 Germay Dr Wilmington, DE 19804-1127

    Customer Complaints Summary

    • 111 total complaints in the last 3 years.
    • 50 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/09/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered a necklace. Paid extra for it to arrive by a specific date. The item still has not shipped, the original arrival date has passed. I would like a full refund immediately.

      Customer Answer

      Date: 05/03/2025

      Better Business Bureau:

      At this time, I have not been contacted by Glencara regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:03/19/2025

      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.
      I ordered a Celtic gold wedding band in 18 karat gold from Glencara on February 13, 2025. I received a shipping notice but the tracking number was not operable. I contacted the company on February 21 indicating that I had received a shipping notice that was not able to be tracked. And that I had not received my ring. They indicated they were backlogged and would look into it. Upon research it was determined that the ring had never been shipped They agreed to ship my ring and I was supposed to receive notification of shipment in four days. I did not receive such notification and I reached out to the company Again on March 6. They provided me with the shipping and tracking number that did appear to work and the ring was in ********. I tracked shipment a few more times and the last I saw it. It was in ************. However, I received notification on March 17 that the ring had been delivered to a mailbox in *************. I live in ******, *******. I rechecked all of my correspondence and order number and my correct address in TucsonArizona was provided. I do not know how the shipment arrived in *************, or whether it was even my ring and my shipment. I have contacted customer support a number of times and now that I have requested a refund, they are ignoring my emails. No one will reach out to me or contact me and they have no phone number to call. I paid them $1000 on February 13 for a ring I have not received and probably was never even shipped. now I want a full refund.

      Business Response

      Date: 03/20/2025

      the tracking was not correct below is the email we just sent, tracking will scan this week 

      Hi ********
      We are an honest family run company. 
      You can ignore the original tracking number it was wrong in error 
      Your tracking is below ***** **********************
      It left ******* on March 14th to our mail handler in ******** and will scan this week 

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Feb 5 2025 I ordered a necklace from Glencara! Next day I received an order confirmation and my card was charged $674 Canadian ! To be delivered in approx 10 days ! There was a tracking number but it was never activated and the item has never been received! The company says they will resend the item but there is no tracking number at all or confirmation it was resent my master Card was charged and wont refund because the item was being sent in the mail! I have at least 10 emails back and forth and now they have quit responding!

      Customer Answer

      Date: 04/05/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Glencara has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Glencara will not refund my money for returned necklace I have been trying for months to remedy I have meet all return requirements set by Glencara

    • Initial Complaint

      Date:03/06/2025

      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.
      Order placed on 12/7/24 for delivery before Christmas. Nothing was ever delivered, I was never given tracking information despite repeatedly being told it would be given to me. I filed a dispute with my credit card, who sided with the business since they supposedly gave information to the validity of the purchase. I still never received the item, I was told by ********* in a series of emails from 2/11 to 2/18 that they could not refund me since I filed the dispute, but that she would give me a voucher to place another order. I finally received the voucher and placed the order on 2/18/25. I had to contact again since the order still says pending and was told by someone else that the order never went through. But ********* is not responding to me nor is anyone doing anything about this voucher that was already used.

      Business Response

      Date: 03/20/2025

      this has been resolved , new items have been sent 

      Customer Answer

      Date: 03/21/2025

      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]

      I did receive a tracking number for the new items that were sent, however the tracking does not actually show the package received by the carrier yet. I will update if I receive the items.

       

       

       

       

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


      Sincerely,

      ****** *****




       

      Business Response

      Date: 03/25/2025

      this order is already sent 

    • Initial Complaint

      Date:02/12/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My fianc bought my wedding ring from ********* and they sent a confirms email to him saying that the ring would be shipped with over 2 weeks to spare before the wedding. All that has been done is a tracking number provided with the information that the package hasnt been delivered to **** to send for 2 weeks and now the weeding is in 2 days and they dont return emails and NO customer service number!!!

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Resolved
      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 ordering a replacement necklace, based on an order originally placed in July, 2024. I paid $204.16 to order a thicker necklace. The process stretched over many months, and when Glencara finally sent me an invoice for the new necklace, I paid it, via ******, on 12/11/24.Glencara promised the necklace would arrive by Christmas. It did ****** chats on their Glencara page, they kept promising it would be delivered. Finally, they acknowledged that they had not placed the order, and so they finally did place it, in mid-January. The item was received. However, because of the delay, they promised a 20% refund. After receiving the item, I asked for the partial refund. They finally sent an email stating the refund couldn't be granted, because the order was from over 6 months ago.However, considering that I actually placed the order in December, 2024, I assert that the item was only placed one month ago, and I should receive the refund as promised. The amount of refund I believe I am entitled to is $41.

      Customer Answer

      Date: 02/21/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Glencara has been resolved.

      They did issue the refund I was entitled to. 
      Sincerely,

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

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Resolved
      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 or around December 9 I ordered a pair of earrings for Christmas gift. I received the wrong earrings and I was told by ***** around the 18th that I would receive the correct ones by Christmas. I never got responses from all of my emails. I mailed back the wrong pair for $5.65. Still no word from them. I did get credit on my credit card for fraud now. I'm getting emails from them stating that they're going to send me another pair when I do not want anything from this company. All I want is my $5.65 back and I want them to stop bothering me. Cause now they'll answer my emails. But they wouldn't when they were in the wrong.

      Customer Answer

      Date: 02/20/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Glencara has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ***** *****

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Unanswered
      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 ring December 21st 2024. I received a tracking number. The number showed a prelabel shipping status. It continued to show this. I emailed them at least 15 times in the last month, Ive live chatted with their employees in which they told me a manager would get back to me and never has. Then finally I was told they would resend another ring and I received another BOGUS shipping number which shows it is stuck in a prelabel shipping status. I contacted *** and they told me after researching they never received the package. That the company only sent them the pre-label status. I contacted them again and Ive received a run around and a third BOGUS shipping number. Ive read through the other BBB complaints on this company and they look like they are not legitimate!! This is the same thing others have experienced. I want my money back. Im a Disabled Veteran on limited income and this is wrong! These are the companies that ruin it for other trustworthy stores.

    • Initial Complaint

      Date:01/23/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Order #****** Placed on Nov. 16, 2024 We ordered 2 10K White Gold Pendants with 2 16" White Gold Cable Chains (we paid an extra $89.00 ea)Pendants came before estimated delivery dates. Christmas morning opened discovered NO CHAINS included with either pendant.11/20/24- 2 emails stating each pendant in production with estimated delivery date of Dec. 3rd-5th. Both emails also state we will receive another email when items are completed and ********** further emails were sent. Received 2 separate Glencara packages the last week of November (earlier than the stated dates). They were Christmas gifts so my husband wrapped them and they were not opened until Christmas morning. We were extremely disappointed when neither pendant had a chain with it and there was a hand written note stating *chain to follow* on each packing slip.12/26/24- Tried to contact the company and found that replying to an e-mail they had sent about my order or using their website Support Chat is the ONLY way to contact them. So, I replied to one of the order emails they had sent me. Within minutes an auto-response was sent basically stating {Your request has been received and is being reviewed by our support staff. Thank you for reaching out to us! Due to a high volume of inquiries during the holiday period, our response times are currently longer than usual. We are working hard to reply to every message as quickly as possible.}12/27/24- Received the same Auto- response as above again for some reason.1/6/25- Heard nothing so tried the "Chat Support" on their website ***** basically said they have a back log of emails and would put me on the fast track response list.1/13/15 -nothing- emailed them again 1/14/25- ***** finally responded about "unprecedented order increase and email back log. Putting under investigation". -Then later said will resend chains (which were never sent to begin with)1/15/25- got 2 tracking emails 1/21/25- received 2 chains - NOT White Gold & NOT CABLE chains

      Customer Answer

      Date: 02/04/2025

      Better Business Bureau:

      In reference to complaint ID ********:


      I have finally received the 2 white gold 16" cable chains that I had originally ordered. (Very disappointed since they are NOT 10k which would be the same as the pendants) Apparently they only include 9k chains.... Anyway, since items were FINALLY received (even though not what was expected) I would consider this matter resolved.  See Glencara response below:

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


      Sincerely,

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



       


    Glencara is NOT a BBB Accredited Business.

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