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:09/18/2023

  Type:Sales and Advertising 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.

  Purchase a ring from Flawless Moissanite on 04/11/23. I received the ring 05/12/23. When I received the ring I noticed scratching on the ring and needed resizing. I reached out about the issue. I was contemplating returning the item, contacted a lady via email and was told they could resize the ring and fix the scratches that was on it when I received it. I shipped the ring back for the repair and resizing. I received the ring weeks later. After a few days of wear the ring scratching had reappeared, the quality of the ring was deteriorating. I was unable to even see the 14k gold stamp. The quality of the ring was horrible. The ring began to change form like bend. And the side stone diamond fell out. I reached out about how unhappy I was with the ring and the quality. I was told the issue with the ring was due to a bad resizing. I expressed my concern with the quality of the ring and requested a refund. I was told I can not be given a refund because its been too long. Which I dont agree with. The ring was not in my possession long. It spend more time being repaired within the first 30 days of receiving it, then I was actually able to wear it. I provided pictures and made it clear that I want a refund and will be returning the ring. I mailed the ring back for a refund. I still have not received a refund for the ring.

  Business Response

  Date: 09/21/2023

  We take videos of all the rings before they ship. We looked at the video of this set prior to shipping and no scratches could be seen. We explained to the client that the resizing of the rings compromised the metal and that was the issue. They were beyond the 30 day return policy. However, we weren't going to leave them with a set of rings they were unhappy with. We remade the set in the size they needed and we even made them thicker for the client. At no cost. I think we have resolved this issue. 

  Customer Answer

  Date: 09/30/2023

  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]

   Although I wish it was,  The complaint has not been resolved. Ive been trying to get this situation resolved since I received the ring in **** Its now going on October.  It was only after the 30 day return period because the ring wasnt in my possession. It was sent back for repair/resizing. Im still without ring or refund. ******** reached out 9/22/23 to offer a refund and a ring at no cost. I told them Id accept the refund. Ive yet to receive either. So this complaint has not yet been resolved. My bank says no refund has been issued. This issue has been going on for a while and Im ready for it to be over at this point.

   

   

   

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

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

• Initial Complaint

  Date:06/07/2023

  Type:Sales and Advertising 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.

  A ring was purchased online from Flawless Moissanite on May 24.2023.Due to lack of communication and unsatisfactory customer service on **********************'s part, a refund was requested via email on June 2.2023.There is no phone number listed on their website to contact by phone directly.A refund or email response has yet to be received on behalf of Flawless Moissanite despite several follow up emails being sent to them.

  Customer Answer

  Date: 06/07/2023

  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

  Date:03/31/2023

  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.

  My fianc and I purchased my engagement ring on October 28th, 2023 and the order number is *******. Everything went smoothly with the purchase and receiving it. I got the resized and went down ONE size the first time. The first jeweler told me that the ring was poorly made and the the white gold was so soft they thought it was silver. They told me that when they resized it, every single stone fell out. This jeweler has been in business for over 50 years. I had a stone then fall out and thought the first jeweler was rude and just being mean because it wasnt real diamonds so we went to a jeweler who has been in business for 170 years who SPECIALIZES in moissanite to replace my stone and they told me the exact same thing the first jeweler did. They said that the white gold is extremely soft and they had to test it to make sure it was actually white gold and that again, the ring is poorly made. The prongs were horribly made and were not holding the stones in properly. They told me there was nothing they could do with my current ring and had to make me an entirely new mold and set with my current stones. We didnt return it because I did not think you could return it after being resized because I thought it would be blamed on me or the jeweler for the stones falling out after altering it. Ive contacted customer service and have been emailing and texting and that has gotten me nowhere. We paid $1,500 for this ring and had to turn around and pay $1,600 for a new one. We just want this to be made right. ************ have told us the quality was terrible, customer service is not helpful, and honestly at this point, we just want our money back. Ive read reviews and it looks like this is not the first time this has happened.

  Business Response

  Date: 06/09/2023

  This customer purchased a ring from **. Never contacted us at all about a resizing. Took it to a local jeweler and had it resized down 1 full size. Then they took it to another local jeweler and had it resized down, again, 1 full size. Still never contacted us at all. This specific type of setting we would only resize down 1.5 sizes **** After they resized it down 2 full sizes, they began to loose side stones. Still they have not reached out to us at all! They go to another local jeweler which tells them it needs to be completely melted down and remade. Still, they do not contacted us at all. They allowed this jeweler to melt their ring down and remake the setting and paid $1600 out of pocket for this. After they have taken it to 3 jewelers, paid money to have it resized twice and then completely remade, which we would have done for FREE even after they went to a local jeweler for the resizing. That's when they reach out to us. Their message was responded to immediately, by me. When I asked her, why not just reach out to us for the resizing? Why not reach out when stones started to fall out? She said "she didn't want to get blamed for this happening because she went to a local jeweler" What happened to her ring was completely her fault. Having said that. We still refunded her the FULL amount she paid for the ring. A $1400 reimbursement was issued to them by us in less that a week from receiving her first message. The fact that she hasn't removed or updated this complaint is completely ridiculous. I will attach a copy of their order and a copy of the refund.

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service 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 the ring February 20th. I was a little nervous because I spent a lot of money on this ring and that I need the ring to be delivered on time for the engagement. So, I emailed the company right away just to confirm that my ring will be in time for the engagement and that everything was good to go. I have emailed them 4 times in the last 3 days and there has been zero response. I am starting to get worried even more and I am needing to to start inviting people to the engagement.

  Business Response

  Date: 03/31/2023

  Every email she sent was answered and her ring has since been delivered. I've attached proof of both. Thank you. 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair 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.

  On January 1st, 2023 I ordered a ring and have still not heard back regarding when Ill receive the ring, shipping information, or any updates for that matter. Ive emailed them half a dozen times with no response. At this point Ill just be filing a claim with my credit card company if I dont hear back from them within the next 48 hours. No phone number to contact them either.

  Customer Answer

  Date: 01/13/2023

  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

  Date:01/09/2023

  Type:Delivery 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.

  This company sent our ring to the wrong address no where near our home and then asked us to go and knock on their door to see if they had our package. Obviously we refused because it's dangerous so we asked for a replacement. Their jewelry is supposed to be insured but I don't think that's the case. It's been a month since we place our order and they've stopped answering our emails and phone calls. There's no indication that we'll be getting a replacement or a refund. This company scammed us.

  Business Response

  Date: 01/15/2023

  Unfortunately my words were taken out of context. I was speaking to a man on the phone about this package. I set him a photo ***** had sent me as proof of delivery. He stated that the address was 8 minutes from his house. I called the park manager of this address to see if she had it at the office or of a resident had mentioned that they received it. I didn't send them the address and say go knock on the door. I also informed them that day that we would put an order in for a remake of their ring so no matter what happened with the ring that was sent to the wrong address, they would 100% be receiving a remake! They have since received their remake along with a generous discount for a mistake make by *****. We have also been in contact with eachother multiple times along the way.  This issue has been resolved.  They have received their ring   

• Initial Complaint

  Date:11/28/2022

  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 placed the order on 11/13 (#*****US). I contacted the seller back on 11/16 via email to see if it was possible to cancel the order and get a refund. The company only has an email contact and no phone number listed.I got a response back from the sellers email on 11/16 from a rep named *******, and they stated they could cancel the order and provide a refund if I wanted to proceed. I responded the same day and stated I would like to proceed with canceling the order.On 11/17 I received a response from the sellers email (*******) and they stated they would be canceling the order and it should be around 7 days for the refund to go into my account. That was the only confirmation I received about the cancellation.I followed up with the seller on 11/21, 11/23, and 11/25 (which was over a week at this point for the refund and still no confirmation or funds in my account), and the seller has not responded to any of my follow up emails. As of today (11/28) I have still not received any kind of response from the seller or funds back into my account.Can someone please help me?I really appreciate it thank you!

  Business Response

  Date: 12/14/2022

  There was a mix up with this customers order number. The ring was delivered to them. They have since returned the ring and their funds have been returned to them. 

• Initial Complaint

  Date:10/19/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 *******. Order was placed 9.14.2022 for a ring I reached out on 9.29.2022 to check on the status of the order and was told that the ring was shipping out Monday 10.03.2022 via ***** and I would be getting a tracking number emailed shortly. I did NOT get any further correspondence from the company.I emaild them again on 10.10.2022 stating that I have not gotten any info from ***** or the ring. At this point I question the validity of my order. There is no other way to contact the company other than via email. Honestly, I just want my money back so that I can go to a traditional brick and ****** store to purchase an engagement ring. The company's lack of response is unacceptable. I have opened a dispute with my bank as well.

• Initial Complaint

  Date:08/01/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 am engagement ring and 2 wedding bands on July 19, 2022. It is now the 29th and their website says 10 days production and then the order would be delivered. Well today is 10 days and they have not sent me a tracking number, or answered my emails. I've sent them several emails. They also don't give a contact phone number, they only provide an email address, which they don't answer. I spent **** dollars and am afraid I mightve gotten scammed. A legit business should have a phone number, some way to reach customer support.

• Initial Complaint

  Date:07/18/2022

  Type:Order 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.

  This company is not responding to emails. I have a new engagement ring that is already missing a stone in the band Also, we ordered the wedding band to match and they sent the wrong product. My wedding is in less than 3 weeks and I need answers and a solution to these problems. Please help.