ComplaintsforSuperJeweler.com Inc.

• 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,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 10, 2023 I placed an order for a pair of earrings. My credit card was charged on July 11. As of July 17, the earrings had not shipped so I sent emails and chatted with agents. I was promised a replacement would be sent out with expedited shipping. Today, July 12, the replacement has NOT been shipped and no one can tell me when or if they will ship. I notified the company on July 17 that this was a gift that I needed no later than July 21. They quickly charged my credit card, but have not shipped the items I paid for.

  Customer response

  07/20/2023

  Better Business Bureau:
  
  While the company did not respond to my complaint, I did receive the items I ordered.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Admittedly I bought advertised beautifully shiny new style (their words) earrings. Not high expectation however what I received was shiny silver covered metal with cloudy chips through T the earrings. No one could excuse the look and wear. They are not awful. Buyer beware if quality.

  Business response

  04/20/2023

  We will refund the purchase.

  ******

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Super Jeweler offers a life time guarantee on with products. I went to file for a repair and due to their updating address policies they are refusing my claim. I was given a pair of diamond earrings years ago by an ex, I'm now married to someone else! Super jewelers policies and procedures will only allow my ex to process a repair claim and only will allow his address to be used. I no longer have contact with this person and Super jewelers will not allow me to use the lifetime guarantee even though I have the appraisal card they provided me. Do not you this website to purchase gifts as only the original purchaser has coverage.

  Business response

  03/28/2023

  Hi There,

  Please have ***** contact me directly at *********************** and I'll help her immediately.

  Thanks,

  ******

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered e-f color 7/8 carat diamond stud earrings s**** back in 14k white gold I2 clarity and received M color under 1/2 carat total weight diamond earrings with Major inclusions, with friction backs.Now they tell me they are too busy to deal with me.

  Customer response

  02/22/2023

  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, they told me through chat that my shipment will be replace on 3/3/2023 as long as I get what I was advertised I'm good. So I will pull my complaint for now. I just want what I was sold, no refunds, no breaks. Just the deal I was promised.
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've purchased 4 chains and 3 pendants from SuperJeweler over the past few years. 3 of the chains broke and they offered to replace the thinner ones and repair the thicker one. I sent in the thicker one twice to be repaired and both times they didn't repair it correctly and it didn't fit the pendant I purchased from them that they recommended the chain for. Each time I provided very clear instructions on what needed to be repaired, photos and also the info on the pendant they recommended it for. Each time I also contacted customer support and they didn't seem to care about our situation, past purchases, or repairing the necklace properly. Overall, it's been a very frustrating experience - products that break way too easily and customer support that does not care about actually repairing their products properly. I just want the expensive chain we purchased from them repaired properly!

  Business response

  03/01/2023

  hi,

  We are repairing the chain for *****************

  Thanks,

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

  Customer response

  03/24/2023

  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:

   

  I did send the necklace for repair for the 3rd time and yet again, it was not properly repaired so that it will fit the pendant it was recommended for.  I have reached out to SuperJeweler again about this and am waiting to hear back from them for a resolution.

   

  ********

   

   

   

   

   

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

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

  Business response

  03/29/2023

  Hi,

  ******** and I have been in touch and she is sending the necklace to me for repair.

  This should be closed.

  Thanks,

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

  Customer response

  04/13/2023

  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

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered earrings with s**** backs from super jewelers. I was sent earrings with no s**** back. I reached out to super jeweler with information they requested. Never heard anything back and was unable to send anymore emails. I think my email address was blocked by them. I want my money back and that has not happened. I feel like I have been scammed.

  Business response

  01/20/2023

  Hi,

  We would be happy to refund the customer, but we have not received the earrings back.

  We provided the customer with a return label, but it does now show movement.

   

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

   

  Truly,

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

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number ******* - I place this order to give the item as a gift for Christmas, I even purchase the Insurance in case anything happens. Well something did happen the company sent me a pack with another package folded up as if there was something in it. I called customer service the same day I received the package on 19th and was advise to send a email with pictures. That was completed on 12/20/2022. It took them till 1/3/2023 to advise they open a case with *****, who they advise denied the claim. I am not sure what ***** has to do with this when the company never place the item in the package. And now the SuperJeweler is saying since ***** denied my case I cannot get a refund. This is unactable, I have been trying to reach ***** the supervisor to advise but he does not reply to my emails nor every time I call he is he available to speak to...All I want is my refund, I paid for the insurance and now they trying to keep my monies - I do not want a credit nor the item since is passed Christmas and there no point at this time. See images of what the this company sent - Please help me.

  Business response

  01/09/2023

  Hi,

  I'm so sorry for this difficulty.

  We made a claim with ***** on behalf of **************, but it was denied.  ***** does not tell us why.

  The insurance that ************** cover a reship, not a refund.  

  We will be able to ship a new pair of earrings, if that makes ************** happy.

  Please let me know at *****************************

   

  Thanks,

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

  Customer response

  01/09/2023

  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:

  Again I made the business with SuperJewerly NOT *****.  This was going to be a Christmas gift, I continue to call each day to SuperJeweler to get this issue resolved before Christmas but SuperJeweler  failed to resolve before then as they promised on each phone call.  Now that it has passed this time frame SuperJeweler is using the ***** denial as a excuse, again this is not my fault you see the picture of what I received from SuperJewerly, who sent me a package within a package folded up not no item (earrings) which I order.  To me there is foul play here, which I didn't want to mention before... 

  Also, I have every right to request a refund because SuperJeweler did not send me what I order in time for Christmas as promised.   Also when calling SuperJeweler's customer service department on the 18th of November to verify how the company insurance work; I was told the insurance will cover, exchange or refund.  And now I being given a different story. 

  This is not acceptable, I do NOT want store credit since I do NOT want to do business with SuperJeweler anymore nor do I need or want the item anymore since Christmas has passed.   Also no where on the website does it state "No Refunds" so I am entitled for a full refund by law. 

  I need BBB to help me obtain a refund at this point.  

  Thank you,

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

   

   

   

   

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

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

  Business response

  01/20/2023

  Hi, 

  We are really sorry, but the coverage is for replacement.
  I would be happy to pick and amazing pair of earrings for ************* and send them to her.

  We wish her all the best but she is using any possible argument to get her money back.

  We understand this, but it's not our fault.

   

  Thanks,

  ****** @ SuperJeweler

  Customer response

  01/23/2023

  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:

  It is SuperJerwel fault because there was nothing in the package as if someone forgot to put it inside, reason why there was a folded up envelope inside as if to make something inside the package???? And probable this is why ***** denied the claim because the picture clearly shows that....Also they saying to going to pick a amazing pair of earing.  I am not no jewelry expert how do I know that I going to get a better quality then what I order?  And why doesn't the company call me directly to resolve this?  ************ just seem all to fishy to me and trying to take my funds.  

   

   

   

   

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

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

• Initial Complaint

  01/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Unacceptable Business practices and Items not delivered I irdered 5 items mpressive 2 Carat Diamond Tennis Necklace, 17 Inches. To my suprise ***** came delivered in small ***** packet only one item. Phone line asking to leave VM. Chat person ***** said willcheck with cerrier and send note to production team. Order number ******

  Business response

  01/03/2023

  Hi,

  We are very sorry about this.  Must be a human error in packing.

  We will ship the additional 4 necklaces tomorrow, and we will give an extra 4 polishing clothes as a sorry and thank you.

  Again, sorry for the inconvenience and Happy New Year.

   

  ****** @ SuperJeweler

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase and was told that I would be notified via email when it ships. I reached out and was then told it would ship on one particular day and I'd get an email when it does. So, I waited until that day of said shipment to only find out it had already shipped and yet received no tracking number until the day I called in about it as their system said it was delivered. I reached out and was told that a replacement or refund would be issued via ********* within 7 days. So, I started a Paypal dispute and they kept saying they couldn't reship or refund until after the dispute was resolved. Finally there was a crappy resolution all because they gave the tracking number which they didn't provide until AFTER it was marked delivered and I called. I now look at my account on their page and it no longer even shows my order which further shows they're a fraud and knowing I didn't get what I ordered nor have I gotten my money back. Apparently this happens more that one knows and it's ridiculous and sad. I don't have money to flush down the drain and I need my money back. As I no longer want any items they have. I have proof of everything I'm stating including the chat when I was told it would ship and I'd get tracking info. Soz no way I would even look for it in the mail if I wasn't expecting it. They claimed to reach out **** but DID not to my local office as that is what I did.

  Business response

  12/23/2022

  Hi,

  I'm sorry but we don't understand what has happened here.

  The package was delivered on November 12th.

  Maybe the customer is a victim of porch pirates?

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

  We are not sure what to do to help! Please let us know!

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

   

  Customer response

  12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NO 

  I reached out to all immediately stating I never received my items, even sent you the chat messages I had with a rep at your company stating that I would receive a email when my items ship and a tracking number. Then I followed up on the day it was to be delivered and was told by ********* that it was delivered already. I told her I didn't even get a tracking number so she offered to email it to me again, which she did. This was AFTER I was told that it was already delivered. I don't have money to just throw away as I am on very limited fixed income and you all stole my money from me. You even said you contacted **** but you didn't you only went off of what the tracking number showed. I called my local office where my main comes from and they said only YOU can suia claim as you are the shipper and you did not. You all kept asking me to basically drop my PayPal claim and when I did not PayPal ONLY went off the tracking number you provided which again was AFTER I requested one as I didn't even know it shipped nor was delivered.You all are stealing from people and you know it. I don't what was supposed to be delivered it could have an envelope IDK. I'm not even sure why you all don't even request a signature of what you claim to be real and authentic jewelry. I've never ordered REAL jewelry from no where to where I didn't have to sign for it. It didn't matter if it was ****, ********* ******* THIS IS JUST RIDICULOUS 

   

   

   

   

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

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

  Customer response

  03/14/2023

  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]

   NO I HAVE NO RECEIVED MY MONEY BACC YOU ALL KNOW THAT I HAVEN'T. BESIDES I WOULDN'T BE GOING THROUGH ALL OF THIS IF I HAD. PLEASE EMAIL THIS SO CALLED REFUND THE YOU'RE ALLEGING I RECEIVED. I AM SO GLAD THIS IS PUBLIC AJD OTHERS CAN SEE HOW MUCH YOU ALL LIE ABOUT WHAT YOU SENT... FIRST YOU ALL SAID I RECEIVED IT, BOW YOU'RE SAYING *** TRACKING NUMBER DIDN'T WORK. JUST BE HONEST AND DO THE RIGHT THING. THAT'S LIKE YOU ALL SAID YOU CONTACTED THE POST OFFICE, WHEN YOU HAD NOT. NOW I DID CALL MY LOCAL OFFICE AND SPOKE WITH THE SUPERVISOR AND A MANAGER AND MY ACCOUNT REFLECTS ALL OF THIS, WHEREAS THERE AREN'T ANY NOTES FROM ANYONE WITHIN THIS COMPANY ABOUT YOU ALL CALLING. ALL YOU DID WAS LOOK **** TRACKING NUMBER, WHICH ISN'T VALID FOR SHOWING DELIVERY TO ME. ALL I WANT IS MY MONEY BACK AS I TOLD YOU ALL A FEW MONTHS AGO THAT I NO LONGER WANT TO DO BUSINESS WITH YOU ALL, I JUST WANT MY MONEY...NO PRODUCTS 

   

   

   

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

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

  Business response

  03/20/2023

  We have learned that the customer's chargeback was resolved in our favor.

  However as we have the item back, we will refund the customer today.

  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. ↩