ComplaintsforAllurez

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a diamond and ******* ring from Allurez for $989.00 on June 25th, 2024. I picked it up from *** on July 17th at 4:13 pm (tracking # ******************). This can be verified by calling ***. I was not happy with the quality of the ring upon arrival and requested a refund/return authorization number for the 1st time on August 14th which was within 30 days of the time I received the ring. I heard nothing from them back, so I called again August 19th. They again offered me an exchange but I wanted a refund. After hearing nothing back the 2nd time, I called August 30th. Today I was told since it was beyond 30 days, they could not doing anything for me. I contacted them initially to request the refund within 30 days of me receiving it and should be no reason for them not to honor their 100% satisfaction guarantee advertised on their website. When I spoke to them today, they told me my initial call was later than it actually was. I have phone records to show my initial request was on fact August 14th. I would like the company to provide a full refund as they advertise on their website. Especially when spending so much money with them. The company customer service number is ************. Thank you.

  Business response

  08/30/2024

  Hello ****,

  We apologize that you feel that way.  However our return policy is 30 days from the date of shipping.  Your order shipped on July 9, 2024.  This can easily be seen by viewing the tracking information at ****************************************************************************************************************
  
  You would have needed to request a refund by August 9, 2024.  We are unable to find any proof that you contacted us at all after you received your order.  The last contact that we have with you is shown as June 25, 2024 via the phone, and July 8, 2024 via email.  Can you please send us proof that you emailed us regarding returning your ring.  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have called and emailed every day for the past 4 days for a full refund as the ring I ordered was too small, had a diamond that fell out, and of poor quality. Each day I call the representative just says they will forward my request to the back office and get back to me. I h hear nothing back from representative or a reply email. They have offered a replacement ring which I have declined. I just want my money back at this point. Their website says hassle free returns. Please help.

  Business response

  08/13/2024

  Hello *******,

  We have requested the return information be sent to you.  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  According to the Allurez return policy I could return an item and receive a full refund. I contacted Allurez about an item I was not happy with, Allurez refused to send me the return authorization code, which, according to their policy, you must receive before you can return an item. Once I had confirmed that I wished to return this item, Allurez simply stopped responding to my enquiries. I would be happy to return the item in return for a full refund in accordance with the Allurez return policy.

  Business response

  08/08/2024

  Hello,

  We understand that the issue is the clasp as stated by your email.  You also said that if they were what you felt was more secure you would be happy to keep the earrings.  We have offered to change the clasp for another one, since you were happy with the earrings besides the clasp.  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally placed an order for an opal necklace on May 10th, I was advised through email it would ve shipped within 7 business days. I sent multiple emails and left multiple voicemails and never had any responses, I finally got an email stating the product was shipped and included a tracking number. I received the necklace and when I opened it I was absolutely disgusted with what my 3,000$ paid for, it looked nothing like what was advertised in the website and was missing a name engraving, I immediately tried calling (unable to get through) and then emailed the company may 30th and didn't recieve a response until June 4th, I then was told I had to pay out of my own pocket for shipping and handling and to put insurance on the item. Due to long working hours and schedule I wasn't able to send the item back until June 13th, I emailed jenn and gave her the routing number and information and also had asked if I'd be refunded for the cost of shipping and handling due to it being their mistake to which no reply was made in regards of that. I had not received any information on the fix of the necklace so I emailed **** on July 2nd and asked when I would receive the necklace back, **** responded July 3rd saying it was due to ship back out the following week. I didn't receive anymore information about the necklace since then and called my lender (snap finance) to request a cancelation on the product, ***** from allurez called me begging me to remove the ****** review and to give them a second chance to which I told him no I was no longer interested in doing business with them! Snap finance reached out to me saying allurez refused to issue a refund on the product and gave snap finance a tracking number that was not even valid. I'd like allurez to take accountability on their poor communication and poor quality workmanship and issue the refund thank you.

  Business response

  08/06/2024

  Hello,

   

  We do see that *** keeps trying to deliver your package but cannot.  Please let us know if you would like to have it held for pick up.  The tracking number is ******************

  Customer response

  08/07/2024

  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:

  I have already told allurez I do not want to do business with them any longer, I want allurez to agree to cancel this with snap finance so I will be issued a refund! 

   

   

   

   

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

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

  Business response

  08/08/2024

  Hello ******,
  
  We do apologize but your necklace is engraved and it is past the 30 day refund period.  We cannot issue a refund at this time.  

  Customer response

  08/13/2024

  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:

  Of course it's passed the 30 day refund policy, you are the one who made sure to not respond to my emails for this reason! Your business is a scam and I hope everyone sees this! I have proof of everything, maybe you should respond faster if you cared about your customers! 

   

   

   

   

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

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered diamond anniversary band 9/2/23 Diamond fell out of ring (normal wear) 4/24/24 Contacted allurez 4/25 (still in warranty period, looking for a fix or replacement)Allurez sent instructions to return ring 4/29/24 Mailed ring via ***** 5/1/24- sent tracking to Allurez 5/2 Allurez could not confirm receipt of ring so I emailed them tracking receipt confirmation, a **** signed for ring 5/17 Allurez confirms receipt of broken ring 5/20 Contacted Allurez for update 5/31/24 Allurez responds they will check back with more info 6/5/2024 Emailed Allurez again, checking in 6/18/24 No response Emailed Allurez again, 7/1/24 No response Called Allurez on 7/9/24, customer service gave me no information but said they would call back. No call back.Emailed Allurez 7/9/24 explaining I would open a BBB case if no response by 7/12. Allurez email response was that they would respond by 7/12. No response. At this point Id like a refund or replacement as I have lost faith in the follow up of this company.

  Business response

  07/30/2024

  Hello,

   

  Your order has shipped with UPS.  The tracking number is ******************.  Have a nice day!

  Customer response

  08/14/2024

  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:

  Hi ********,

  
  

  My complaint ******** was just closed, but I havent received my ring back from Allurez, yet. Can we please keep the case open until I receive my product?

  
  

  They have reached out to me but sent me wrong tracking information for the ring. Which apparently returned to sender, so I havent received it, yet. 

  
  

  Thank you,
  

  *******************;

   

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

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

  Business response

  08/14/2024

  Hello,
  
  We shipped the ring to you.  However you were not home to sign for it so it was returned to us.  We are currently working on shipping your package back to you.  Thank you

  Customer response

  08/20/2024

  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 and the matter has been resolved. I have received the repaired ring 8/20/24.
  
  Sincerely,
  
  ******** *******    
  

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Cathedral Pave Diamond Engagement Ring Setting 14k White Gold (0.20ct) and 2.17 Carats Round DiamondCathedral Pave Diamond Engagement Ring Setting 14k White Gold (0.20ct) and 2.17 Carats Round Diamond with Cathedral Pave Diamond Engagement Ring Setting 14k White Gold (0.20ct) and 2.17 Carats Round Diamond. In the amount of $15342.36.I wired them the money August 31 2023. After waiting a month they finally sent me a ring and a *** that was immediately locked up until I got engaged. Recently got engaged and my fiance took the *** and the ring to a jeweler and the diamond did not match the *** at all. The stone was not natural, wrong size and no inscription on the stone which the *** says its supposed to have. Complete Scam. I contacted Allurez once the jeweler told me ******* did not match the *** and thier service manager told me to return the ring and they will process n investigation. The ring has been returned and they received it with signature confirmation. Another service manager told me it has been received and looked at by their jewelers and are telling me they sent the right ring. He is also asking me over and over if anyone ever touched the ring which I told him on the phone and in multiple emails that the ring he sent me is the exact ring I returned to him. So at this point Allurez has my money and the ring returned to them. Please help

  Business response

  08/08/2024

  Hello,

  We are currently working on this with the customer.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Number:***** Date of Transaction:5/19/24 I purchased an engagement ring from Allurez on 5/19/24, the order confirmation via email stated Please allow 1-7 business days for order processing although design your own and custom orders do take longer, it also states Your tracking information will be emailed as soon as your order ships, I have attached 2 screenshots of this email. On the Allruez website is a page (*****************************************************) where you can Track Your Order, after entering order info it states Order Status: Processing Your jewelry is currently being crafted by our expert jewelers. Once the order is ready to be shipped we will update you with a tracking number. Please feel free to contact us with any questions at ******************************** or call ************. Estimated Shipping Date: From 5/30/2024 To 6/10/2024, attached are 2 screenshots of this page. It is 13 days past the estimated shipping date of 6/10/24. I have not received any order update or email confirmation of shipping status. I have contacted the business via email twice neither of which has been responded to. I have attached screenshots of the emails sent to ******************************** on 6/19/24 and 6/22/24. I have called Allurez twice on 6/19 and once on 6/20, I received one call back in response to a message left on 6/19, in which I was told by a male employee I would be given a call or email with an update. The second time I called on 6/19 a female answered, and I was told they needed to get in contact with The jeweler to get an update, I was put on hold for 7 min then afterward told they were still waiting and would call me or email me with an update. I called on 6/20 and left a message regarding the status of the order. I have not, to date 6/23/24, received a call back or email in response to these attempts to reach out. If the order is not shipped, I would like a refund. If it is shipped, I would like an update on when it will arrive. I purchased the ring for $1899.51.

  Business response

  06/27/2024

  Hello,

   

  We apologize about the delay.  We do not give exact dates because we want to make sure everything passes quality assurance.  Your order is scheduled to ship today with UPS.  The tracking number is ******************.  Have a great day!

  Customer response

  06/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring on March 22. It took effort to get them to ship the ring. They then shipped with a signature required I didn't ask for, and they locked the delivery so I couldn't change it. I wasn't home each day to receive it. I asked them to change the delivery address or refund me. They told me they changed it to my work, it still went to my house. I canceled the delivery with ***....never heard back from Allurez since. (Still waiting on refund). I filed a dispute with my credit card and the ring finally shows up at my work place yesterday. It is the worst disgrace of garbage I've ever seen in my life, all I can claim it to be is a scam for $1500. It's dented, crooked, it was cut in half and hastily soldered together. They haven't answered multiple calls, emails, and voice-mails for refund. I have documented absolutely everything since March 22 and can provide correspondence between myself and this company, **** you name it.

  Business response

  04/25/2024

  Hello,

   

  The customer did receive the ring at their place of employment.  As a courtesy, we shipped the ring to the customer numerous times without charging them anything additional for shipping, in order to make sure that they were one of our thousands of satisfied customers.  

  Customer response

  04/29/2024

  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:

  I do reject this response. My request is for a refund, I'm confused why their solution was to say I received the ring. I have email threads with this company, more proof to even slightly argue my standpoint, that I requested a refund WEEKS ago. I canceled shipment with *** for a "CANCEL ORDER", and emailed them I wanted a refund. I have ALL EVIDENCE of this. They continued to mail it out knowing they'd get a signature at my work and now they are running away! Their policy states they'd refund after you get in touch with them for an RMA number. They are refusing to provide this information. I have so many screen shots to prove my point. And no, if you look at their reviews, there are not thousands of happy customers. These people are thieves and scam artists. 

   

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

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

  Customer response

  05/30/2024

  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:

  Hi,

   

     This complaint was closed but these folks have had my ring in their possession for 11 days and I have not heard from them nor have they issued a credit.

   

  ******

   

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

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

  Business response

  06/10/2024

  Hello ******,

   

  Your bank already refunded you when you opened the dispute as we told you previously. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction 2/16/24 Requested to cancel order less than 24 hours later. We went back and forth on email and eventually was like ok, go ahead and send it. Ill see if I like it and then if not I can return. Didnt say a peep at that time. The day I received it I called and said no, I dont like it. Please send RMA number and refund immediately. Said its a custom order and cant. I asked multiple times to have this complaint escalated and it wasnt. I communicated at least once a day. It wasnt opened. Not worn. Their website boasts no hassle returns..we want you to be happy with your ring but never say anything until its too late. Its a bait and switch. Also the pic of the ring I was supposed to get is NOTHING like what I received. Misleading. Completely a scam. And I want my money back. Im willing to take this as high as I can. Please help.

  Business response

  04/25/2024

  Hello,

   

  The customer asked to cancel the order because they wanted a cheaper price, once we informed them that the Design Your Own Engagement Ring Setting that they chose was already marked down, they decided to keep the order.  They never said anything about returning it if they did not like it.  If they did, we would have informed them that this is part of our Design Your Own Engagement Collection and that it can be exchanged but not canceled or returned.  This is clearly displayed on our website.  Upon placing the order, the customer did agree to our Terms and Conditions and our Refund Policy.  
  
  The customer received their Design Your Own Engagement Ring on March 4, 2024.  
  
  They contacted us on March 5th asking if they could increase the diamond size and then on March 6th, asking for an exchange or how they would be able to increase the diamond size.  We replied giving them information about our Diamond Upgrade Program.  The customer then continued to ask us questions about upgrading their center stone on March 12th and 13th, which we gladly answered.  
  
  On March 29th, the customer then decided that they wanted to return their Design Your Own Engagement Ring for a refund.  We informed the customer that we could exchange the ring for them but that this collection is non-refundable as they agreed when placing the order on our website.  
  
  We replied to the customer when we reopened on April 1st informing her again that this is part of our Design Your Own Engagement Ring collection and that she could exchange the ring but cannot return it.  At this point the customer made the accusation that she had been requesting to return the ring for a month, and also stated that she was going to have everyone she knows write fake negative reviews about our company online. She also accused us of numerous other things as well.  We informed the customer that having everyone she knows write fake reviews, is actually illegal and is defamation.  
  
  We remain more than willing to work with the customer, but she also needs to be willing to work with us.  
  
  

  Customer response

  04/25/2024

  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:
  1) I clearly was not happy with the ring the second I received it   It was extremely small and did not look like what was pictured   
  2) the return policy for design your own ring was not clear at all and part of that policy says they will only upgrade the stone if the new stone is worth 3X what original price was   
  3) I had been shocked that the ring was so small but once I found out it couldnt be refunded but had to then pay 3x the amount for enlargingthe hassle free return policy is all over their site and I feel duped and scammed.  I couldnt afford to spend 3x more for a larger diamond and if they really cared for their customers happiness and satisfaction with the product or their service, they would have let me return it and say no problem, its hassle free and try to work with me for resolution    I had spent a lot of money to get a tiny diamond and now Im stuck with it and what am I supposed to do with this ring ?  They could give me a  refund and sell it on their site or just take the diamond out and have the original diamond and setting there to use for future customers  to design their own (seriously look at the site, its appalling they wont make efforts to provide service recovery  exceptions could be made   Happens all the time    Im very disappointed and I will always share with others not to use that site   Its a fraud/scam/bait and switch and I dont know what to do    I cant pay 3x what I did    I just want a refund   

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **dding ring and band set purchase last May from Allurez for $3770. Spoke by email back and forth over the summer deciding on wedding band adjustment and resizing. Sent back for agreed upon work in Sept. Adjustments were supposed to take 2-3 weeks. Took over 4 months with near weekly calls and emails with constant promises of "next week." Finally shipped back in January. Work wasn't even completed (see pics of email concerns and ring photos). When taking to a local jeweler to finish the resizing, we found out they used moissanite instead of the graded diamonds that were purchased. ** have never been allowed to speak with a supervisor or the jeweler directly, only customer service reps. ** have formally requested a refund in whole. They want to replace. Given the scam of not even using diamonds, the poor craftsmanship and terrible communication and wait times, only a full refund is acceptable at this point.

  Business response

  02/28/2024

  Hello,
  
  We are sorry that you feel that way.  You have informed us that you took the ring to a third party jeweler and we believe that they could have switched the center stone.  As a courtesy though to make sure that you are a satisfied customer, we are replacing the *************.  We put a diamond center stone in your ring and we used diamond side stones.  You sent the ring back to us with a moissanite.  We are replacing the center stone for you at no additional cost to you, even though it was not changed in our possession.  

  Customer response

  03/05/2024

  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:

  I can understand the skepticism with the situation from the Allurez customer service department if they're truly not aware their jeweler is attempting to scam people. It should be a shock because it is. ...But here's what happpened and why I know it wasn't a local jeweler involved in swapping anything... As were not highly familiar with the differences in gemstones, we never had any suspicion of the stones being anything but the diamond that was ordered. 4 months we waited for Allurez to resize and make an alteration to the wedding band. It was extremely frustrating in not being able to either talk to the jeweler or even a supervisor. Once we received the rings back in January, our main concern was getting the unfinished wedding band fixed and rings finally resized, even if we had to pay extra. We had no desire to send them back to Allurez after waiting 4 months and it not being finished already.  We took the rings to ***** & Co. Jewelers. They had stated up front upon visual inspection that the stones were not diamond and then tested there at the counter. I attached a video of the original encounter in ***** showing the center stone to be Moissanite. The ring had never left our possession up unto this point. There was no swapping! After then speaking with Allurez, telling them of the situation, and receiving a lackluster response, we then took the ring to have it formally evaluated/appraised by a second jeweler, *****************************. Both jewelers are highly rated and respected in our area. All 5 engagement stones were then confirmed as moissanite and an official appraisal report was done on the rings. I have formally requested to either be refunded or at the very least start by talking to some type of supervisor to discuss the multiple concerns. What is the plan for the unfinished wedding band alteration that had the 3 larger diamonds removed (never agreed upon) and not even returned? It is in pretty bad condition and needs more work. As if 4 months wasn't enough time. The rings haven't even been resized to 3.5 either. This isn't even close to being resolved. If the rings end up getting sent back. All of the above concerns better be addressed and the center stone should be exactly what was paid for. *** graded Color D, VVS2, Excellent cut with similar dimensions to the stone I ordered.

   

   

   

   

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

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

  Business response

  05/24/2024

  Hello ****

  You did give how we made the wedding band as an option for you on the piece of paper that was included.  We made a new model, which has more gold and more diamonds.  The value is equal to the value in the original wedding band.  

  Business response

  05/24/2024

  Hello ****

  You did give how we made the wedding band as an option for you on the piece of paper that was included.  We made a new model, which has more gold and more diamonds.  The value is equal to the value in the original wedding band.  

  Customer response

  05/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* 
  

  While it was not the conclusion I was looking for, I will consider this matter resolved. This has been the most unpleasant purchase I’ve ever made as it took a year of terrible communication with promised follow-ups that would never come. Poor workmanship that I’ve since paid extra to help correct. And nothing but resistance from the company to actually look out for their customer. Anyone reading, for your own sake, NEVER buy from Allurez.
  
  
  
   
  

  
  

  Customer response

  05/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* 
  

  While it was not the conclusion I was looking for, I will consider this matter resolved. This has been the most unpleasant purchase I’ve ever made as it took a year of terrible communication with promised follow-ups that would never come. Poor workmanship that I’ve since paid extra to help correct. And nothing but resistance from the company to actually look out for their customer. Anyone reading, for your own sake, NEVER buy from Allurez.
  
  
  
   
  

  
  

*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. ↩