ComplaintsforSuperJeweler.com Inc.

• 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,

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

   

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring from this company. I return d it for a refund per their instructions on how to return. They received the ring and at that point said the refund would be returned within 24 hours. Few days later, now said within 3 days, few more days went by, then said it was processed and I should have it within minutes. My bank has no recorded of receiving any refunds. I believe this company is lying and Im not going to get my money back. Please help.

  Business response

  09/22/2023

  HI,

  Full refund was made yesterday.

  Thanks,

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

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased jewelry from Super Jeweler through Brads Deals. Products arrived and you truly do get what you pay for! All products received were chincy, cheap, and essentially fake in appearance. Seller accepted my refund, provided a lower and partial refund and the stated that I mailed products back to the wrong address (they provided the shipping label). Round and round we continue to go. Ive involved PayPal as well as my credit card company (***** *****,) all to no avail. BBB complaint is my last attempt in recouping a less than $100 transaction.

  Business response

  09/13/2023

  HI,

  We are not sure why the return package went to Brooklyn, **.

  The customer has filed a chargeback, so we do not have the funds from them to refund.

  If the customer will release the chargeback, we will refund in full.

  I have noted the account as such.  The customer just needs to let our **************** know, and the refund ticket will be created.

  Thanks,

  ****** @ SuperJeweler

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased item from this business (necklace), I was not happy with the quality of product , I mailed it back and they sent me an email stating g that it was received on 7/27/2023 and that I would receive a refund in 2 days ,, which I did not receive ! I have been calling and all they say is that my refund is being processed,, it has been 2 weeks of calls made with no resolution !! PLEASE HELP GET MY REFUND!!!

  Business response

  08/10/2023

  HI There,

  It seems that this refund slipped through the cracks.

  We will send the refund through today.

  Sorry for the delay and have a nice day,

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

  Customer response

  08/16/2023

  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

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed an order on May 1st 2023 for a dome ring size 10 $149.00 order#*******. I ordered the ring by mistake I meant to order a different ring which I have ordered and received and everything's fine their company policy is 60 days no hassle refunds so I had more the ring or anything like that so I mailed it back I sent it via **** tracking number ******* *** **** ** ** **** ** I that was okay and sent out June 23rd they received on June 26th I had spoken with ****** twice about this issue they have not even started to give me my refund when I first talked to her she said well it's because you wanted an exchange oh that's right I did receive an email from them when they received my ring initially saying that I wanted an exchange I said no no where did we put an exchange I said refund so I thought I had that cleared up when I first talked to her she said that again about the exchange so I cleared it up again weeks went by nothing I called back she once again mentioned and exchange no man this was never an exchange I need my money refunded they have not even started the refund process and this is going on 3 months it's unacceptable it really is any help from you would be great because I can't seem to get them to realize that I'm not going to go away they have the merchandise the merchandise was in perfect condition just like when I received it so I want my money back and I feel like they are just thinking I'm going to go away and they're not going to have to pay me that's my opinion because no one it like I said it's not even been started and this is 3 months I've been dealing with this.

  Business response

  08/03/2023

  This must have been a misunderstanding.

  Refund will be sent immediately.

  Thanks,

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

  Customer response

  08/09/2023

  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

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  regarding order #******* in the amount of $609.98 My problem has been ongoing since 2021 when this piece of jewelry , a wedding set, was purchased in Feb 21, recieved March 21 for May 21 wedding. This piece has required 5 repairs on the following dates and is in their shop for months at a time. The problem is that it loses 1-3 stones from the setting after 1-3 months of routine wear. I have explained to them that the only labor my hands conduct that the rings are subject to are typing on a keyboard-- No other labor inclusive of household indoor and outdoor chores which are handled by other family members so the ringset is not subject to hardship. At the time of the 3rd repair within the first year, I began requesting a refund and they have consistently refused and insist I send the piece back for repair. I sent the piece for its 5th repair in 2 years, each repair lasting average of 2+months, They have had my piece since May 11 and are now not responding to my emails requesting an update on what they are going to do, either refund or repair and send it back to me. Following dates of repair:Nov 2021 -Jan 2022, May 2022, June 2022 -Aug2022, Nov 2022 -Jan 2023, Apr 23 -thru today.I have full documentation of all the emails which have transpired. It is unreasonable that a piece of jewelry should require 2-3 repairs a year, lasting 2 plus months at a time.I believe they want me to simply "give up" and go away. In one of the emails with the *** , he stated " the bridal set should hold together for 10 years or more", and " the band must be remade. There is an improvement to be made" The ***, *******************, has been handling my latest repair, however when questioned about why it is taking so long, I've gotten no reply. Emailed him July 14, reply said that he'd get back to me on Monday July 17 -- he did not. Again emailed on July 21 and rec'd no reply at all since that time. I'm certain they will know this situation as I've dealt with the *** directly.

  Customer response

  08/20/2023

  At this time, I have been contacted directly by SuperJeweler.com Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  The business did not contact me about my complaint, however, they did return my ring set repaired for a 5th occurrence. I inquired about the status of my rings, including that I had had enough and filed a BBB complaint. While they did not reply to my email, they immediately returned the repaired ring set to me. However, I consider the complaint unresolved because my request was for a refund on this jewelry that has had now 5 repairs, and spent 6 of the last 12 months in their repair shop custody   

   

   

   

   

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

  Sincerely,

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

  Business response

  08/25/2023

  Hi There,

  We replaced the ring to June with a brand new one, and we hope that she is very happy wearing it.

  Best,

  ******

  Customer response

  09/01/2023

  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:

  [The business did return a ring to me , however, did not communicate that it was a new or different ring than my original which was blessed by clergy during marriage ceremony   IF this ring does not present with same issues then I will deal with the blessing issue   IF this ring presents with the same losing stones issue, then I will continue to request a refund as further repairs are pointless , tedious with an infuriating process  
  
  Your Answer Here]

   

   

   

   

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

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

*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. ↩