ComplaintsforSuperJeweler.com Inc.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Absolute scam. Ordered a diamond bracelet that was arrived over a week late. Horrible customer service. The bracelet looked much smaller in person and isnt the true size. I decided to return the item and it was delivered to them on Tuesday January 16. It is now Friday January 19 and they say the return has not been received. This place is a scam and stay far far away.

  Business response

  01/24/2024

  Hi, 

  It seems that there is a lag in receiving this information.

  The bracelet return has been logged into our system, and the refund will come back to ********************** withing 5 business days.

  Thanks and have a nice day,

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Refusal to give refund and delay in process. Ive waited 3 weeks for a refund totaling $$3854.56 . As of today, I am still owed $1500 plus my $485 deposit. I have spoken with them several times via email and telephone and they constantly give the same reply your refund is processing! Its been 3 weeks and they still havent refunded my money nor are they making any efforts to do so. Please help me get all of my money back from this fraud of a company!

  Business response

  01/18/2024

  HI There,

  This is very complicated.  

  This is a layaway transaction and I see a lot of payments and a lot of refunds.

  We will have *****, our customer service manager, reach out to Alexandria to make sure that all possible payments have been refunded.

  Thanks,

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

  Customer response

  01/23/2024

  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:

  As of last week, all I have received is additional emails but no refunds! Ive waited but nothing has been done. 

   

   

   

   

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

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

  Customer response

  02/14/2024

  Better Business Bureau:
  
  The owner of this company is still attempting to defraud me after 3 months of promising to return my money. 

  They lied about sending the check! I had to go on their social media (linkedIn, IG, and Yelp ) to leave reviews because they arent honest business dealers. 
  

  The latest lie is that they have a new check that I can pick up however, when I previously spoke with their customer service; they stated they didnt have a physical location and the address listed was merely a vanity address! 
  

  Please let me know what actions can be taken against them because I am pending the initial filing of my lawsuit! 
  

  Would it be possible to contact News Outlets to also bring awareness to this fraudulent company? 

   

  
  
  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]

   

   

   

   

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

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

  Business response

  03/01/2024

  Hi there,

  The customer has been refunded in full.

  Regards,

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased this necklace on Dec. 18 and received it Dec. 23. I was not happy with it because it was too fragile. I called Super jewelers and the woman told me to return it, no problem. I shipped it on 12/23 and the tracking shows it was delivered on 12/26. My first response from them when I didn't get a refund was the office was closed for New Years My second response was they hadn't received it. I called them today & they said they never got it but the tracking number shows it was delivered. The tracking # **** **** **** **** **** 45 shows it was delivered 1/26 I just want my money back. It already cost me $10.20 to ship it back to them

  Business response

  01/11/2024

  Hi there,

  The return was checked in yesterday and will go thru ** today to check the item.

  As it's MLK weekend, please let the ******** know that she should receive the refund mid-next week.

  Just fyi, this is ********'s 11th purchase from SuperJeweler and she has been our customer since 2016.  

  We value her very much.

  Thanks,

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

  Customer response

  01/17/2024

  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 don't have a refund

  I have not gotten a refund

   

   

   

   

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

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

  Business response

  01/24/2024

  This refund was made on January 19th.

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my ring for repairs because they have a lifetime guarantee and I needed 2 small diamonds on the band replaced. Shipped through **** and purchased insurance. My first call to customer service. I was told it was delivered and the repairs delayed because they were backed up. I understood the dilemma and waited a month to call back to check on the status of my ring. I was told to send an email with tracking info, so I did. Someone responded and said they sent it to management and I would be contacted asap. After another week I called back to check on the status again and was told they didn't have it and it probably was delivered to the wrong address as customers have complained of that happening before. **************** lied to me when I called the first time. Had customer service told the truth the first time I called I would have been able to file a claim. I only have 60 days to file a claim through ***** And now I have no engagement ring and out thousands of dollars and still no email or call back. I was happy with the product when I received it. I wish I had dealt locally tho instead of getting lied to and getting the run around. Why would I continue to contact super jewelers weeks/months later if I was told initially it was not delivered to the correct address and not being repaired? I don't believe anything these people say at this point. I would have taken the time to contact **** and tried to have it resolved. Not waste my time contacting super jewelers and getting nowhere!

  Business response

  01/11/2024

  Hi There,

  I'm happy to help with this.

  I have found 3 orders in our system from ******, but none are an engagement ring.
  She knows that we would not lie to her, as she has been our customer for over 10 years.

  We always honor our lifetime guarantee!

  I don't have tracking or anything to be able to find this, and i cannot get the attachments to work on the BBB site.

  Please have ****** reach our to me directly, and I will help to figure out what is happening.

  My contact email is *****************************.

  thanks,

  ******

  Customer response

  01/23/2024

  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:

  There has been no resolution.  I was emailed it would be looked into by Wednesday  and No one has contacted me. 
  
   
  
  Thanks,
  
  ****** 

   

   

   

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

  
  Sincerely,
  
  ****** *
  
  
  
  
   
  

  Customer response

  01/23/2024

  Better Business Bureau:

   It took a little time but got responses from the business and they have resolved the issue.  Can my complaint be removed?
  
   
  
  Thank you
  
  ******

   

  
  
  I have reviewed the response made by the business in reference to complaint ID 21111599, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  Stacey M
  
  
  
   
  

  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a 5 stone 1 carat diamond ring in 14kt gold and paid. My order number is *******. When you place the order it does not state this item is made to order and they offer expedited shipping. I paid for expedited shipping. I placed the order 12/21/23. I was told when I called they would not be shipping my order until after Christmas and it would be shipped 12/26/23. As of today it hasnt been shipped and they cannot provide an estimated shipping date. They said they have put a rush on it as of the 26th but no movement on my order. And no status will be given until after Tuesday.

  Business response

  01/09/2024

  Hi,

  Please tell **************** that we are very sorry that this order has not shipped.

  There was a delay due to the time of year, but that's not a good excuse.

  I'll personally look into this and make sure the order ships this week.

  I'll try to arrange a diamond upgrade.

  Thanks for reaching out,

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

  Customer response

  01/10/2024

  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

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  December 8th 2023 ************************************************************ but never sent the earrings They apologized, but still have not refunded me or shipped the earrings Order number ******* Advertised on ********* and ************ Still listed on their web site that can be delivered buy Christmas. False advertising!

  Business response

  01/09/2024

  Hi,

  The customer is correct, we could not get the earrings out of the factory in time to ship for Christmas.  We are very sorry for that.

  ************ has filed a chargeback, so at this point we can't refund as we do not have the funds.

  We would be happy to refund, if ************ will release the chargeback.

  On the other hand, if he really would prefer to receive the earrings, we will give him an extra 25% discount.

  He can let me know at *****************************.

  thanks,

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

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I place an order for a necklace on September 29, 2023 and by 10/5, it was never delivered. The post office left me a message saying they delivered it to the wrong address. I informed ************ and was asked to go to the post office to fill out a complaint with them, then fill out another complaint with super jewelers along with a copy of my drivers license. I completed and submitted all this by 10/20. On October 25th, I asked for an update and was told the claims take approximately 15 days to process. Then, on 11/26, I still had no jewelery, no refund and looked at their insurance policy that I paid extra for. It clearly states that if I pay for the optional insurance, they will immediately replace the jewelry, no questions asked. So, I mentioned this in my email on 11/26 and said I wanted my replacement since I hadnt even received my refund yet. I was told they elevated my email to management. Today, 11/29, I still had no response, no jewelry and no refund so I let them know I was filing complaint with the BBB. This is absolutely ridiculous and unacceptable, especially since I paid for the insurance. Ive attached a copy for you to read. I want my necklace.

  Business response

  12/18/2023

  HI There,

  We refunded this order in FULL on 11/30/23, per the customer's direction.

  We would be very happy to send the pendant to the customer, but ***** would have to place a new order.

  The 1 carat black diamond pendant she wants is in stock.

  Thanks,

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased about $4000 worth of jewelry from this company everything they sent was fake it was supposed to be 14 K itd be sterling silver it was supposed to be diamond. It would be moissanite. They took months to get it to me well I was being billed the whole time by their finance company. I told the finance company repeatedly I wasnt paying. I was sending it back because it was not what it was supposed to be. I sent it back and they sent it back to me. Theyre still trying to charge me and its all junk, I will not pay for this and what theyve taken from me. They should be giving back and they shouldve taken this junk back.

  Business response

  11/29/2023

  hi,

  I'm not really sure how to reply to this.  ****** has been our customer since 2014, when she bought an item from us on Amazon.

  Since then, she has bought from us another 4 times, once in 2016, and 3 times in early fall of 2023.  She knows well that we would not cheat her.

  I'm unclear as to what she wants.  

  Please ask ****** to contact me directly at *********************** and I'll be glad to help her in any way possible.

  Thanks,

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 14kt gold chain, changed mind 5 minutes into purchase. Would not allow cancelation. Opened chat she canceled order. Called next day they assured me order was canceled. Said 5 to 7 business days for refund. I have waited, called today said they show no record of cancelation.

  Business response

  10/31/2023

  Hi There,

  I have looked into the order.

  I see the cancellation, but no record of refund.  I honestly cannot understand why this was not refunded immedately.

  We'll get the refund within 48 hours.

  Sorry for the hassle.

  ****** @ Superjeweler.

  Customer response

  11/02/2023

  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 

   

  My credit card company has provided a provisional credit as this company has still as of this date 11/02/23 not refunded.

   

   

   

   

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

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

  Business response

  11/09/2023

  Hi There,

  We'll make sure that the CC company processes the refund.

  If these is any issue, we will contact *** **********************************************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $3000 ring and paid with PayPal. The ring was of poor quality the stone was very cloudy. I returned the ring for a refund, they emailed me that it was received and approved the refund. They promised a refund within 72 hours. Its going on 2 months and still no refund. I filed a complaint with PayPal resolution center because at this point I feel they are trying to rip me off. This morning I received an email telling me due to the dispute I filed with PayPal the refund is being detained.

  Business response

  10/27/2023

  hi,

  I see that this was returned and received by ** on September 12th.  The order is tagged Returned for Refund.

  I cannot understand why this was not refunded.

  We have looked into the paypal express payment and there is a hold on the funds that was placed on October 10th.

  We have click to issue a full refund via Paypal.  Please ask the customer to verify this to me at *****************************.

  thanks,

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

   

*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. ↩