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:11/11/2024

  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.

  I ordered a ring that I did not receive the money was taken out of my account and I have not received it back into my account in the amount of $807.46 and they keep saying that I will get my money back, but I havent received anything, I talk to my bank and they said to file a report with BBB Hopefully I can get my money back.

  Business Response

  Date: 11/13/2024

  You ordered a ring from and we stated that because it is a custom size it has to be made and there will be manufacturing wait time to which you agreed to, but then I see you just went and created a charge-back with your credit card company. Our account was debited for this charge-back on 10/15/24. We checked with our accounting team and they do not see a credit to our account (the funds were never deposited back to our account), so at this time it is not on us but on your bank to figure out why they took the funds from us and didn't give them back to you. Unfortunately when you decide to go through a charge-back there is little we can do.

  So please contact your credit card company and tell them they took the funds for the charge-back from our account on 10/15/24, do they have any record of giving us back the funds and if so on what date they credited our account and let us know. If they did not credit our account you should ask them why they did not return the funds to you.
  

• Initial Complaint

  Date:08/25/2023

  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 bracelet from itshot.com on May 18th 2023. The bracelet is defective. One of the pins that holds the bracelet together slid out. According to my local jewelry store there shouldn't be a hole on the outside where the pin slid out. I contacted itshot and ask for an exchange because I didn't think a repair would fix the problem and I paid $2600. I'm not looking for a return. I just don't want a repair and the same thing to happen and loose the bracelet. I just want to exchange it for another item for equal value and not defective.

  Business Response

  Date: 09/13/2023

  The pin definitely should not have came out by itself but you either did not understand ************ or he/she gave your wrong information: the way this bracelet works and any stainless steel bracelet on a watch for example works, in order to **** it must have holes and pin inserted in these holes. So will surely review and fix any problems with the bracelet free under warranty, but same as you can not purchase an automobile, drive it for 3 months and then try to exchange it for another automobile, no company will allow doing it, if there are any issues with that automobile they will be fixed under warranty, the same way it works here: because we do not sell used items, we would not be able to allow switching to a different item. But as all our items come with warranty, any problems with this item will be corrected for free.

• Initial Complaint

  Date:06/01/2023

  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.

  Order number: ****** Date/amount of first transaction (down payment): $43.50 on May 29, 2022 Total payment: $390.60 Complaint: Initially began payments to purchase an item under the impression, as per the terms of service, that I would be able to cancel my order before the item was shipped and receive a full, excluding only the original down payment. Upon speaking with 2 customer service representatives to request a refund (one through the live chat service on the website, the other over the phone), this information was confirmed by both employees who assured me the refund would be initiated.Later, I received a call from management stating they will not issue a refund but a store credit instead because the order was placed over 6 months prior.This policy is misleading and was not part of the terms of service when I originally began making payments. I was assured that until 30 days after receiving the item, that the purchase was risk-free or I would not have made the purchase to begin with.I was not even offered a partial refund beyond the original promise of a full refund, less the original down payment (which ultimately was not honored).Considering I was informed before the purchase I could get a refund, and that this information was confirmed by 2 employees on a recorded line and the item was never even delivered, I expect to be refunded as agreed.When I am ready to make this purchase and all future purchases, I am highly considering using one of many other companies in direct competition instead. If I cannot be refunded payments for an item I have never even received I absolutely will, even if it means not being able to use these funds itshot is holding hostage. I have no desire to give my business to an establishment that renegs on their guarantees, especially considering the circumstance that I have never received any items to begin with.

  Business Response

  Date: 06/01/2023

  Hello,

  our layaway terms, which are clearly displayed and you agreed to, are 6 months. Within 6 months, yes, we would be able to to refund you or make changes to payments. The problem is, you never completed the layaway or contacted ** within these 6 months, it took you about a year to contact **. Unfortunately the way the banking system is set up (its not our internal system, its the banking system in general) is that we, the merchant, are not able to issue a refund for a charge made over 6 months ago. Again, its not just because we don't want to do it, but because the credit card processor and banks don't allow it (we do not have the refund option in our system for this order anymore). So representative offered you the best option that he/she could: to use the funds as a store credit for anything else.

  Regards,
  **********
  

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Rolex watch for $5,937.60 on March ******* order # ****** then it switched to order # *****. The watch was 100% refundable up till 30 days. I called the company and asked if the watch was used and they informed it was which at that point I requested a return. The company stated the watch was non refundable. I want to return the watch. Its within the 30 days and I explained why I wanted to return the watch and the company said no. I need help.

  Business Response

  Date: 05/09/2023

  Customer contacted us and said she wore the watch, but she thinks the watch is possessed by demons as she has some odd things happening around the house. We do not believe in demons and once item is worn our policy states it is not returnable, but management always tries to accommodate customer requests and they approve to exchange the watch. The watch was clearly advertised as pre-owned though, it clearly states in item's description of this watch on our website: "Please note: this custom Rolex diamond watch is pre-owned and comes with a 5-year warranty from ItsHot.com"

  Customer Answer

  Date: 05/11/2023

  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 didn’t not state the watch had demons I said it was haunted because there was unexplainable events that occurred in my home. There was a ballon in my living room that magically made it into my bedroom which is not possible unless it was physically moved, about 20 hangers fell out of my closet one morning when I wasn’t near the closet, all my pans fell on the kitchen when my sister and I were in the living room, my husband heard me call his name multiple times when I hadn’t, the radiator in the bathroom fell off when nobody was in the bathroom  none of things things ever occurred in the eight years I’ve lived here until the watch was on n my home  my husband took it to his mothers house till it could be exchanged and all unexplainable things stoped once it was gone. I have multiple witnesses of these occurrences which was beyond disturbing. The company said they would exchange the watch which they did and when the other one was sent the box had water damage and the gasket was exposed.  I called the company as well as sent pictures, they then said they will repair it.  I was upset with this because I couldn’t fathom why a company would send a water damaged box and a watch with an exposed gasket.  The company said to send the second watch back so they can repair it. My husband wants to ship the watch to Rolex to be properly serviced. 
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/19/2022

  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 an aqua master **** tcw diamond watch (white ceramic) for $650, and as promised, i was given a partial credit in light of their honoring lower prices. The watch was shipped. I love it - but after a couple of days, i noticed the watch stopped. After some emails back and forth, i returned the watch for an exchange of the same watch because you cannot receive a refund if you've pulled the tag off the item you purchased. So, apparently they took the same watch and possibly changed the battery, and removed a link or two so the bracelet wasn't as loose. I received the watch back, and wore it with the tag on it (they replaced the tag). Again, waited a few days, then the watch fell off on one side (missing a piece to secure the ceramic links). Annoying, but i figured rather than pay another $50 to ship it back, i would fix it. A couple of weeks later, the watch stopped again. So, since this has been going on for probably 6 weeks or more, i was told that i would need to talk to the manufacturer. The watch is an AQUA MASTER. I suppose i'll update this information after i contact the manufacturer, whom i believe to be out of business.

  Business Response

  Date: 10/06/2022

  We looked up the order notes and the issue was resolved.