We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Jewelry Stores

SuperJeweler.com Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for SuperJeweler.com Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

SuperJeweler.com Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 108 total complaints in the last 3 years.
    • 59 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2025

      Type:Product Issues
      Status:
      Resolved
      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 returned an item to *************** and received confirmation that it was received on 12/30/24. I also received an email stating a refund was being requested for a refund on this date. I have emailed this company on 1/12/24, I received a message on 1/14/25 that a note was being left with finance. I emailed on 1/22/25. Simular response on 1/23/25. I emailed on 1/25/25 and did not receive a response. I emailed on 1/27/25 and got a response on 1/28/25. I called them on this day as well. And they told me I would receive a response about my refund in 48hrs. Nothing has been provided. I called them today 2/1/24 and they told me they would leave a note and that they open on Monday 2/3/24. They owe me a refund and they are not providing that in a timely manner.

      Business Response

      Date: 02/03/2025

      hi,

      Sorry this fell through the cracks.  We have refunded in full.

      All the best,

      ******@SuperJeweler

      Customer Answer

      Date: 02/04/2025

      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.




       

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Resolved
      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 product on December 22, and said it was supposed to ship out on Dec 25th never happened, gave them a week to get moving on it, checked tracking and you can see in screen shots of everything mentioned! When I contacted customer service first, They blamed **** for not picking up the package when they dropped the ball, they said they would send a new one out, a new tracking was never sent it via email or anything. I contacted customer service chat once again they said they sent the notification to lost package department and they determined the package was lost some how, I told them this does not seem like a legit way to handle business, then proceeded to ask for a refund, they did not give me a time frame of refund, the refund was never given! Tried to contact them today and no response on their chat which they have been quick to respond but never helpful! So I would like a refund and never to hear from them again! Out a huge warning on future customers to never use this site as they are not legit! Thank you!

      Business Response

      Date: 02/20/2025

      Hi,

      This order was refunded in full on February 3rd.

      Sorry for the hassle and all the best,

      ******@SuperJeweler

      Customer Answer

      Date: 03/06/2025

      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:10/21/2024

      Type:Product Issues
      Status:
      Answered
      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 wedding set on 9/28 and returned it because a diamond fell out the same day I received it I got an email on 10/10 that superjeweler received my return and would issue a refund and I still havent got my refund and I have tried to email them several times and never got a response

      Business Response

      Date: 10/21/2024

      Hi,

      I checked the return and it was in the incorrect status in our system.

      I fixed it and we'll refund in the next 2 business days.

      All the best,

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

    • Initial Complaint

      Date:10/16/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 my order from super jeweler for a diamond bracelet on Oct 6 2024 I was told my order would ship by Oct 10. I have emailed 4 times and still have not gotten a response. This is unacceptable! Now I see why their reviews are so bad. If I don't get a response I will have my bank reverse the charge back to SuperJeweler!

      Business Response

      Date: 10/21/2024

      HI,

      Sorry if there was a delay, but we see that the shipment was delivered on October 21st.

      Here is the tracking link:

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

      Have a nice day,

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

      Customer Answer

      Date: 10/23/2024

      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

      Date:08/26/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Bought a ring for my 90 year old mother 10 days ago and have not received it. Money is tight but its her 90th so many scraped together money to buy her this ring she could never buy. **************** is a joke 5 different people said they would email me with results. All lies!! I will pursue legal action if this is not resolved this week. I have a friend who will work pro ****. Do not buy from this company they only care about money!

      Business Response

      Date: 09/10/2024

      Hi There,

      This ring was delivered to the customer on Wednesday August 28th by Fedex.

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

      Sorry that the ring took 13 days to ship, and we hope that you are happy with the ring. It's a very pretty style!

      Thanks,

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

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 pair of diamond earrings a little under a half karate which were meant to be given to my daughter on her birthday. I received a message that my package was delivered on August ****** at around 4:30pm. When I arrived home from work aroumd 6:30pm I checked the mailbox and the package was not inside. I checked around the front door was not there either. I called SuperJeweler explained to them about my package saying delivered and not being present. I was told sometimes **** marks the package delivered and delivers the package the next day. I asked why would they mark the package delivered if it has not been I was not able to get a response. I was just told to give it until 12th and call back if the package has not been delivered. I was told they would have to do an investigation on which is no problem. It's been almost 2wks still not resolved. Still no package as of the 19th of August 2024. I have called 9 times regarding this issue requested to speak to a member of management, all been doing was getting the run around about my package. All I want are the earrings I purchased for my daughter birthday. Please help with this issue. Thanks in advance.

      Business Response

      Date: 09/03/2024

      Hi,

      i can see that this is already resolved.  we shipped a new pair on august 26th.

      the package appears to be out for delivery, please see the tracking

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

      have a great day and we are happy that this worked out.

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

    • Initial Complaint

      Date:08/15/2024

      Type:Delivery Issues
      Status:
      Answered
      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 earrings on 6/24/2024. The earrings were attempted to be delivered on 7/1/2024 and **** tracking says incomplete address and was returned to sender. They say they have yet to receive. I have been being charged every week, Super Jeweler-out of the at least 25 times or more I have called has only allowed me to speak to a manager 1 time who said she would look into it and file an investigation with the ****. This was in mid July 2024. No follow up, nothing. Yet they are still taking $ out of my account weekly. Finance company is saying they are waiting to hear back from Super Jeweler. I have tried to change the address as I have moved since June 24 they refused to allow me to change the address. So even if it is ever found I cant even reorder. Horrible customer service!! I need this account closed and my $ refunded.It makes no sense in this day and time I cannot believe you cant locate a package that never left the mail truck!! It has been 1 month and a half since it was returned.No one knows where this package is no one has any answers and no one is even attempting to help. I call different times of the day and there is never a manager available.I chat on the app same thing no one knows anything. I would never suggest anyone ordering here unless you want to be scammed.

      Business Response

      Date: 08/19/2024

      Hi There,

      This is a very odd order. The customer changed their address 2 days after ordering.  Did they not know they were moving.

      The order is stuck as undeliverable to the old address.  Please see the tracking:

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

      The customer financed through PayTomorrow, and the address cannot be changed.  The bank will not allow the change.

      Unfortunately, we have to receive the shipment back and then we can refund.

      Thanks,

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

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 some jewelry from this place and it has been over 1 months and still have not received anything. I asked to cancel it twice and they told me I will receive notification that it will be canceled but I have not. I cant talk to a live person because no one answers the phone. I just want me money back.

      Business Response

      Date: 08/05/2024

      Hi to *****,

      Really sorry about the communication issues.

      The earrings and necklace have shipped this morning.

      The chain will ship at the end of the week.

      If you truly do want to cancel, once you get the jewelry, we'll send a FREE Return Label.

      Thanks so much,

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

      PS: please feel free to email me directly at any time.

      Customer Answer

      Date: 08/08/2024

      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

      Date:07/29/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 July 20, 2024 I discovered Super Jeweler, and they had a "sale" on 1/2k diamond necklace. I closely watch shipping and realized the company was shipping the necklace to ********. I attempted on several occasions to reach out to Super Jeweler, by email and in conversation on the website. When no one could explain the issues, I searched reviews for the company, hoping to find a resolution there. That's when I noticed that the website is a scam. No one received items they paid for. I tried contacting PayPal, where I purchased the jewelry through but it's setup that I can't file a complaint there until January 2025! I want a full refund

      Business Response

      Date: 07/29/2024

      Hi There,

      We are not sure what  the problem is.  ********* ordered a 1/2 carat diamond necklace on July 20th, we shipped it on July 23rd, and it's out for delivery today.

      SuperJeweler has been in business since 1999 and we have millions of satisfied customer.   Please read some positive reviews, not just negative ones.

      We are rated 4.6 Stars on Google.  If we were a scam, that would not be possible.

      Here is the tracking link:

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

      Have a nice day,

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

      Customer Answer

      Date: 07/30/2024

      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:

      On the website it declares my package was delivered yesterday, to ********** **********  I do not live in ********** *********, in fact, my home is 93 miles away from **********,.  The package has not been delivered to me.  I also purchased the insurance to guarantee delivery so refund my money.  This site is a complete SCAM!  I hope and pray the BBB shuts this company down before someone else is scammed.  Enclosed are the images that provide the information SHIP X claims to have delivered, my tracking number and updated information to substantiate my proof

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/05/2024

      Hi,

      This is really very harsh. We have been in business since 1999, so why would we risk our company by cheating *********?

      Please check the tracking, which shows delivery to ******, ** where the customer lives.

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

      This package has been delivered.  It appears that the customer is running a scam to cheat us.

      Sorry,

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

    • Initial Complaint

      Date:07/22/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Very small sale ad headline was clear that the white metal was brass can't use because of allergic to brass . I Contact the chat they want me to return on my own and get my own tracking. I font rust that process they should be able to create a return label for the security of the delivery. ******* on chat just shut the chat on me and left me hanging. Just ro show you there service .

      Business Response

      Date: 07/24/2024

      HI,

      We think it's best just to refund the customer and then they can give away the earrings as a gift.

      Sorry for  the hassle,

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

      Customer Answer

      Date: 07/24/2024

      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 left instructions for uaps to return item upon receipt.  I *** not wish to keep them as it's not in my interest but thank you for your response if your chat team had this service we wouldn't be on here discussing this.

      Sincerely,

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



       

    SuperJeweler.com Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.