ComplaintsforSuperJeweler.com Inc.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for my wedding bands on 11/09/22. My wedding was on 12/10/22. On 12/4/22 I decided to contact them inquiring about my order and spoke with ***** whom informed me that my order has not shipped and she does not know why this happened. She said she would escalate this to the supervisor and try to get my item shipped via 2-day shipping overnight. I barely get the notification of the shipping status on 12/9/22, the day before my wedding, and it tells me that my package will not arrive until 12/12/22. At this point me and my fiance are so stressed,frustrated and angry that this happened. We decide to go to a swap meet to get emergency rings for our wedding when we already had so many things to prepare. On 12/10/22 we are already out of town for our wedding and get a notification from ***** that the rings arrived. Obviously we couldn't use the rings because we were away from home. I contacted ************************************* the customer service manager and told him what had happened. I requested a partial refund for this neglectful incident and horrible experience especially on my wedding day and he refused to take any responsibility for this incident and made it seem like he was doing me a favor by shipping my item overnight a few days prior to my wedding when I have placed the order over a month before the wedding date. He told me the only way I would get a refund if I were to return the rings to him. I would like to also add that the rings are engraved with the date of my wedding and my fiance's and my name on it so I don't know why he would want me to send these rings back, especially when I did nothing wrong. I would like to get at least a partial refund of at least 50% back from what I paid for this neglectful and horrible experience and the treatment I received from the customer service manager. *****'s malicious behavior towards his own customers are shameful.

  Business response

  12/14/2022

  Sorry about this, there is no need to return the bands.

  The best thing is just to refund the customer in full.

  We wish them the best of luck in their marriage!

  Thanks,

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

  Customer response

  12/15/2022

  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

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  good evening. I bought a wedding ring about 3 years ago. The ring was under a lifetime warranty. the ring costs $3500. The first time I sent the ring in for repair and everything was fine. in November, I contacted the company again, as the stone fell out of the ring again and had to be sent for repair. they didnt explain anything on the phone and said that all the information is on their website and that you can send the ring by mail. They said the repair will be about 2 weeks. Naturally, when I sent them a ring, I sent the ring with a guarantee that the post office could not lose it and that the employee of the company would receive the ring in person. when I sent them the ring, I indicated the new address of residence, since I have not lived at the old address for a long time. after almost 4 weeks, I wrote to them in a chat to find out when my ring would be ready (there is a correspondence), the employee said that my ring was still being repaired and clarified my address. I gave them my new address again. After 5 minutes, another employee calls and says that my ring was sent to the old address 2 weeks ago and the track number was sent on the same day. they sent it by regular mail and just put a white gold ring under someone's door. they did not make insurance for the ring, they did not give the ring personally to the person in hand against signature, and no one told us that the ring had already been sent. they sent us a message when they received our ring but didn't text us that they had sent the ring. and the most interesting fact is that when I sent the ring for the first time for repair, I lived at a different address and they sent it to the right place, and this time I live in a third place. that is, to the address that they poisoned the ring, it was simply delivered there after I bought it. the company staff and the supervisor said that they were not responsible and all they could do was send the prepaid envelope to this address and ask this person to return the ring back. As a result, no one called or wrote to us anymore. we don't know what to do in this situation. please help solve the problem Track number is **********************

  Business response

  12/14/2022

  Hi,

  This is a very unusual circumstance.  We have serviced over ******* Lifetime Guarantee claims over the past 20 years and have never had a circumstance like this.

  This gentleman DID NOT let us know that he had a new address.  Had he let us know, we would have made the address change and shipped to his new address.

  Further to this, he had 12 friends leave 1 star reviews for us on ******* at which point we stopped working with the customer.

  He has not been reasonable, he has made false accusations, and has acted to harm the livelihoods of our 50 employees.

   

  If the customer can stop lying, and he has his friends remove the ****** reviews, we will be very happy to help him.

  Until then, we will not do anything,

   

  Very truly,

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

  Customer response

  01/06/2023

  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:

  We agree to the business's terms. 

   

   

   

   

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

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

  Business response

  01/20/2023

  Hi There,

  Please ask the customer to contact me directly at:

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

  I will guide him through the process and we will take care of everything.

  Thanks,

  *******  ************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is preemptive, contacted them to cancel my order as it had not shipped yet. ***** said it shipped out this morning, but info they sent me said it had not shipped yet. I had told her I did not want because of horrible reviews and problems others have had . I have screenshot the conversation we had.

  Business response

  12/22/2022

  We have submitted this for refund.

  I guess **** prefers to believe a few bad reviews instead of hundreds of thousands of 5 star reviews.

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered 4 pieces of jewelry from this company. 2 "diamond" bracelets, 1 "diamond" necklace and 1 pair of "diamond" earrings- order# *******.NOTHING resembled diamonds in the slightest!?! Dark, milky *******, some chipped, no shine, no sparkle, etc. Seems to be similar complaint as others.What I ordered/ paid for was absolutely NOTHING like what I received and I would like to return for a full refund. Contacted company in regards to returning and had not yet heard back, but they sold me absolute JUNK!These were supposed to be gifts, thank god I looked at them before wrapping and giving away, I'd have been completely embarrassed to give these to my family!?!Times are hard, but I wouldn't buy them dollar store jewelry and I sure shouldn't have to pay good money for items that aren't even dollar store quality. Needless to say, I am HIGHLY disappointed with my purchase and would never recommend this company to anyone after what i received!!

  Business response

  11/29/2022

  Please let ***** know that we are sorry that she is unhappy.

  She does not have to return the products, she can give them to charity.

  We are processing a full refund of her purchase amount.

  All the best,

  SuperJeweler

  Customer response

  12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to  ID ********, and  that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/8/22, I purchased some diamond jewelry from SuperJeweler.com. This was to be an anniversary gift for my wife. The next day, 11/9/22, I determined that she would not like this jewelry and asked the company if it was too late to cancel the order. They said that it was not too late, so I asked them to cancel. They indicated they would put the refund in process.I have followed up almost daily on this refund, each time receiving the response "bear with us, it's in process." I have called and done internet chats. I have copies of the online chats. During my chat on 11/17/22, I was asked "please give us until tomorrow, Friday, 11/18/22." I responded that I would do so, but if I did not receive the refund by that date, I would dispute the charge with my credit card company. Of course, I did not receive it by then so I disputed the charge. I checked back with them on 11/18/22 and told them the charge had been disputed, and they said to give us until Monday, 11/20. The lady said she would email me on 11/20/22. Of course, I have received neither the refund nor the email.I believe the company is intentionally dragging its feet in order to enhance its cash flow and is also intentionally misleading its customers by continuing to ask for more processing time and not doing what it tells its customers it will do. This is an unfair, if not illegal, business practice and I ask for my refund immediately.

  Business response

  11/22/2022

  HI,

  Apparently a new **************** Representative on our team did not properly notate this order for refund.

  We are reaching out the the customer now to let him know that the earrings are ready to ship.  We will do whatever he wishes, either refund immediately or ship the earrings.

  Thanks for reaching out,

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

  Customer response

  12/15/2022

  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

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order #******* which purchased three sets of earrings. I did not receive a single set of earrings as described according to their listings. The settings were completely different from what was pictured and described, I received 2 sets of .5 carat sapphires when I should have received 1 set of those + a set a 2 carat sapphires. The third set of tanzanite earrings did not match in the least. I reached out to their customer service department to resolve the issue and was told to return the items and my money would be refunded, at my cost. Which would be reasonable, if I had received correct items in the first place. When I asked for my complaint to be escalated, I was resent my order confirmation over and over again instead of any kind of response. This company is a prime example of bait and switch, who displays a BBB A+ on their website. It is absurd.

  Business response

  11/22/2022

  Hi There,

  We are happy to refund $10.60 to the customer as requested.

  Thanks,

  ****** @ SuperJeweler

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a necklace on the website. When it arrived on Monday, August 22, 2022, the stones were cracked and damaged. I contacted them via the chat line they have on their website giving the customer service representative my order number and why I would like to return the necklace and get a refund. She told me that she would email me a return label. I have not received that label nor have a received a call back from the 2 messages I have left in the past two days. When I dialed the number their website lists for damaged product, it goes straight to voicemail. No one will contact me.

  Business response

  08/29/2022

  Hi There,

  We have received the return of the necklace, and the refund will go thru in the next 48 hours.

  Thanks,

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

  Customer response

  09/07/2022

  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

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around the beginning of 6-1-22, I purchased a pair of sapphire earrings and expected to receive what the company advertised on their website. The settings did not match, they had reduced the price so I felt I could afford them as a mothers day gift. the first time my wife opened the box to see the set the first stone came out of the setting. The earrings they sent me are not what they displayed. I have contacted the company three times by phone and twice I was assured that a return authorization was on its way , on 6-23-22 and 6-30-22 to this day I have had no return authorization paperwork nor a return phone call. I want to return their junk and have my money refunded. I was so embarrassed when my wife's gift fell apart right before our very eyes. When I opened the box about the third time the second stone fell out of its setting, unbelievable. I contacted the company about four times total by phone.

  Business response

  07/12/2022

  Hi,

  We are going to refund the customer.  No need to return the product.

  All the best,

  ****** @ SuperJeweler

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought item JWL ***** from the company on 04/18/2019 for $1114.89. This ring was going to be used as an engagement ring. It sat in a safe from 04/18/2019 until 12/03/2019. The next day we noticed it was missing diamonds. I scheduled it to be sent back to them, and a week later, it was sent. They had the ring for multiple months. This process has happened multiple times; the ring was hardly ever worn, and the company had it most of the time. In early Jan/Feb 2022, the ring was sent back to the company because diamonds again had fallen out. They had the ring until April 2022, when we got it back. The day we got it back, it was noticed that diamonds were still missing. We contacted them again and had to send it back. I have been in contact with the company multiple times throughout April 2022 until July 2022, and each time the employees would say the ring is about to be shipped out or just a few days. On 7/5/2022, a manager called and stated they could not repair the ring because they could not get a mold. The options were to buy another product from them, or we would have to take an in-store credit. They refuse to give any refund. The company has violated their own lifetime guarantee on jewelry purchases multiple times. The policy states that it should take two weeks for repairs, and it will be returned. The shortest time they have had it was for two months. The company also is refusing to fix this product or issue a refund. Why would I want to buy something from them when they do not honor their own warranty? Every item I have bought from them has been defective. When the ring in question was sent back a few times, the appraisal card had different numbers on there each time, and the amount was less than the previous times. When I asked about this, they sent me a gift card that did not work. I spoke to multiple employees and managers via their chat and e-mail and was never given an answer. Even the manager indicated that he was sorry about the amount of trouble

  Business response

  07/21/2022

  Hi There,

  We have honored our Lifetime Guarantee multiple times for the customer, and we continue to be ready to do any work or repair.

  Please have the customer email me at ******@********************** and i will personally make sure that the ring is properly repaired and able to be worn.

  Thanks,

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

  Customer response

  07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   
  The company has already stated they cannot get the mold to recast it. Also, they refuse to just give the diamond. It makes no sense why they destroy the ring each time to create a new one. We went with a well known and reputable company to get a new set. They are correct that they did fix it multiple times. That shows you the terrible craftsmanship of their products. The last time we had to send it back just because your company sent it back without diamond on the band.i have been in touch with ***** S and he was clear on what our options were.

   

   

   

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

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

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   You have a couple of things wrong there. I did want the ring back but you people told me that you could not make that happen. You told me that the mold was no longer available and you could not get it. It's kind of weird after I started this complaint you guys were able to magically round things up. And supposedly it's going to be sent out today. I'll keep this complaint open until I receive the ring and see the actual condition that it is in. I'm not expecting much considering all of the trouble I have had. I think you have your facts wrong though and you should probably go ahead and view the history I have with this.

   

   

   

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

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

  Customer response

  08/12/2022

  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 do want it on the record i am not totally happy. It is bizarre i had to go this route to get my ring fixed.

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

  
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband purchased my wedding ring set from SuperJeweler. Just two months after having the set a stone fell out of the halo and I had to return it to be fixed under the lifetime warranty. I put my new shipping address as the return address on the box that I sent the ring in. SuperJeweler fixed the ring and sent it back to my old address. I was not worried because I was guaranteed by their customer service representatives that it was sent with a signature requirement. I figured that I would just go and pick it up at the *** ** location next to that old address and it would not be a big deal. SuperJeweler lied and did not send it with a signature requirement, so ***** threw it on the back porch of an inner city apartment building and now the package is nowhere to be found. SuperJeweler refuses to accept their wrong doing in this matter and ***** their customer service representative refuses to help me find the ring. He said that he sent a prepaid shipping label to the old address and if no one sends the ring back then he can't do anything. Does he not realize that no one is going to get the label as it is going to go into a community box of mail in the lobby of the building? I have tried explaining this to him several times and he has just responded by being rude and refusing to help me. My husband and I are newly weds, I am a teacher and he does computer work, $1500 is a lot of money to us. We can not afford another wedding band set and SuperJeweler is content with stealing that kind of money from their customers and making no resolution. I am truly appalled by how they have handled this situation and I am simply expecting not to be treated awfully by the company. I am seeking a refund or a new ring sent to me and an apology from ***** for how he has treated me. I hope that SuperJeweler realizes the hurt they have caused me and my husband by doing this and the financial burden that we are now facing.

  Customer response

  04/26/2022

  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 offered me a replacement! 
  
  

*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. ↩