Complaints

This profile includes complaints for Ross-Simons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ross-Simons

  9 Ross Simons Dr Cranston, RI 02920-4475

  
• 

  Ross-Simons

  136 Lambert Lind Hwy Warwick, RI 02886-1137

  

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.

• Initial Complaint

  Date:05/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 May 9, 2025 I placed order number I9284747 which was delivered on May 10, 2025. On May 14, 2025, I discovered that item number JDE0_205078_set_SS (an earring set) was missing components and called customer service. During the call, the representative provided me with a RA number and postage paid envelope and stated that I would need to do a new order for the set. The representative informed me that this order would qualify for the $100.00 voucher as advertised on the website so I did place the order on the telephone rather than order online. That order number was P5620359.On May *******, I again called customer service with two issues. The first was that after order P5620359 shipped, I did not receive the voucher as promised. I was then informed that the purchase did not qualify for the voucher as I placed the order online. At that point I had not yet received the earrings from P5620359 (Item ******), but I requested an RA for them as I was disgusted with being provided incorrect information. In addition, I requested an RA for item JSEB_91454_DRP_SS (order I9284747) as they were not as pictured on the website.On May 18, 2025, I placed an order online while the promotion "receive $100 off next purchase with any purchase" was ongoing. I received the item without issue however I again did not receive a voucher via email.On May 20, 2025, I placed all three items, the earring with missing components (JDEO_205078_set_SS), the earring set to replace the first set (these were never opened as I requested the return prior to receipt of them) (Item ******) and the JSEB_91454_DRP_SS in the same package with the return slips enclosed and the three RA numbers clearly marked on the envelope and attached the postage paid return on the package. This was mailed on May 20, 2025. To date, I have received a refund of only the JSEB_91454_DRP_SS earrings.

  

  Business Response

  Date: 06/02/2025

  Thank you for bringing this issue to our attention.  We are currently having our inventory checked on the set as you indicate a missing piece in both sets you ordered.  We also are investigating the coupon issue, our daily coupon feed did have your information for the promotion, but when the vouchers were emailed it was indicated you had already received a coupon - customer service however is not seeing that there was one issued.  Regarding the final issue, our returns team indicated they only received the blue topaz earrings in your return, which they credited and one partial set of the earring suite (not two).  As you have indicated you returned both partial sets we have processed credits against both orders - please allow 24 - 48 hours for this to process.  We do apologize for these multiple issues, sometimes it seems when one thing goes wrong, multiple things go wrong.  This is certainly not our intention, especially as you are one of our long time customers and we appreciate your loyalty.

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I want to thank **** ***** for their prompt response to this matter and look forward to shopping with them again.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the earrings from order I9258752. It has been weeks and nothing has been refunded. I have contacted the customer service and they keep tellinge me to wait, the refund has been processed, and whatever, and it has never been processed! Please help!!!

  

  Business Response

  Date: 05/18/2025

  As of today, we have not received the item for return.  We did however review the tracking number and **** indicates it was delivered to our distribution center on May 5th.  As a result we are issuing credit for the item back to your credit card.  We apologize for the delay in processing.

  Customer Answer

  Date: 05/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought a ring from Ross-Simons and so in less than a year, the ring broke. I sent it to get repaired and Ross-Simons repair department determined it infixable and returned it to me still broken. So now I want them to either replace it or refund my money back for it because its the same with the bracelet I sent them they re-replaced it, but dont want to replace the ring.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us.  We were able to view your history with us and see that we recently exchanged an item for you that was within a year of purchase.  This last item you sent was purchased over 2 years ago which is why it was not exchanged when deemed unrepairable.  We do offer Protection Plans for our items that cover these types of issues for 2, 3 and 5 years.  We are happy to make an exception and exchange the item for you if you would like to send the item back to our distribution center.  We will be sure to enter the exception to flag the order for exchange once the item is received.

  Customer Answer

  Date: 02/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will submit a new one if the agreement is not met.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an item, Order number ********, in the amount of $339.26 and used two credit cards - A MasterCard ending in number 7558 for $239.26 And a MasterCard ending in **** for $100. However, they charged the card ending in 7558 also an extra $100, WHICH I DID NOT AUTHORIZE, resulting in a total charge of $439.26 instead of the purchase amount of $339.26. I returned the item and received a return confirmation on 1/17/25 with return number ************. They then refunded the card ending in 7558 the amounts of $239.26 and $100 in two separate transactions. However, they did not refund the $100 on card ending in **** and I still have not received a refund to date. I have contacted them twice and they were absolutely no help and said there was just a hold on the card ending in #**** and it would come off. However that was fraudulent information and basically they have stolen $100 from me and I cannot get a reasonable response or refund from them. I have been scammed by this company and would like assistance in them refunding the extra $100 that has not been refunded on card ending in #****. Thank you.

  

  Business Response

  Date: 02/10/2025

  Thank you for reaching out to us.  As a long time customer of ours (at least 20 years) you know we are not in the habit of "scamming" our customers.  Your credit was processed on the 17th when the merchandise was returned, one in the amount of $239.26 which was a credit against the card used, and one as a void against the other card used.  We have attached a screen shot from the banking processor of that void. If you do not see the void processed on your side you should reach out to the issuer of that card with the reference number that is provided in the screenshot.  We apologize for what appears to be a delay on your bank's side and hope this information will resolve this issue.

  Customer Answer

  Date: 02/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  The refund on my other credit card was finally received the day after I filed the complaint. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought a ***** ct. t.w. ********************* in 10kt Yellow Gold. 7" in May 2024 and wore the bracelet a handful of times. I noticed that the beads were turning from green to white because the green was painted on the beads and they werent true *******s. This is false advertising and not what I paid for. After looking at reviews for their ******* beaded bracelets I found that this is a common issue which means they are defrauding many customers. When I called to report this issue I was given the run around and then finally told I could mail the bracelet back for a refund. This means I will need to use my printer ink to print the return label, my time to drive to ***** and my gas. If the company would like their bracelet back then I need to be reimbursed for the ink, my time, and gas.

  

  Business Response

  Date: 02/02/2025

  We apologize for the issue you have been having with the bracelet.  We can confirm these are emeralds in their rough form that have been color enhanced.  We will be sure to bring the issue you are describing to our quality control team to look into further.  We have already processed your order for a full refund, no need to go out of your way to return the item.  

  Customer Answer

  Date: 02/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 previously purchased one 1 carat diamond earrings. on one pair of the earrings the diamonds started to tarnish i contacted the seller and informed them of the issue if they are TRULY DIMONDS or LAB GROWN IT SHOULD NOUT OCCUR. the **** agreed and advised me to return them to repair. I returned the **** # ****** ORDER# P-55593073. WHICH i did. To my surprise when the repaired item was returned back to me nothing was done. the Tarnish was still there. I followed up with **** and ***** and they advised me to return them back for repair. MY ISSUE IS I HAVE NO CONFIDENCE IN THEIR REPAIR ***** FURTHERMORE , I OWN OTHER PAIR OF ****** EARRING AND THE ONLY ISSUE I GAVE ENCOUNTERED ON THE DIAMOND EARRING PURCHASED FROM **** AND *****. AS A CUSTMER IT MAKES YOU THINK THAT THEY ARE FALSELY ADVERTISING WHAT THEY ARE SELLING OR THEIR REPAIR ***** DOSENT CARE THE WORK THEY DO. I WILL BE RETURNING THEM AGAIN. I WANT A REPLACEMENT OR STORE CREDIT.

  

  Business Response

  Date: 01/17/2025

  Thank you for bringing this to our attention - we are sorry to hear that you were unhappy with the repair.  The earrings were purchased in 2021 and are mainly sterling silver with an accent of 14K gold, with 92 tiny pave set diamonds.  This style of earring does require regular cleaning / polishing as all sterling will age and patina over time, giving the earrings an overall tarnished look.  All stones may also be affected by perfumes, hairspray, shampoos, etc.   Depending on the condition of the earrings, it may not be possible to bring the earrings back to their original shine and appearance.  We do see you contacted our customer service department and they have sent you a label for return.  When we receive the earrings back we are happy to issue you merchandise credit.

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 number of things from **** ***** and just had a terrible customer service experience.I bought my wife a 3 stone ring and unfortunately, it was the wrong size. When I reached out customer service via email I was told it could not be exchanged for a different size. I then asked about having it resized with you all and was also told that could not be done.When I called today to try and understand why neither option was available I had terrible customer service. The ***resentative told me that they could now exchange the item but could not before as it had not shipped. That is not accurate. I bought this Black Friday, gave it to my wife on the 27th and emailed on the 27th for an exchange.I told her that portion is now moot as I have it at my local jewelry store being sized. I did ask why they couldnt size it for me with yall and was told I am reading the notes and we do not recommend it. I again asked why its not recommended and she continuously became more irritated with me stating she is reading the notes. I asked her why she could not dig into this as she is customer service and she continued to be ************ very concerned about this as its now being resized and the *** said we could have exchanged it for you but you are now resizing it. Well guess who wouldnt have resized it if I wasnt told its unable to be exchanged?Id like a response from a higher up as to why I was treated this way and misinformed. What are the next steps if something goes wrong with resizing since I was misinformed about an exchange?

  

  Business Response

  Date: 12/31/2024

  Thank you for bringing this situation to our attention - as always we are concerned when we hear about situations where our customer service is lacking.  I am the Director of the contact center and have reviewed your email correspondence, notations on the order as well as the conversation you had with one of our agents on the phone yesterday.  I did see the order was placed on 12/2/24 and shipped directly from our vendor in a size 7, with delivery on 12/4.  You contacted us to have a $25 coupon applied to the order, status of billing and question about our return policy.   On the 28th you reached out to us indicating that the ring was too big and find out your options.  As this was shipped directly from the vendor and not in our inventory we had to check with them to find out what the options were.  Initially they indicated they did not have additional sizes in stock and we reached back out to them regarding the possibility of sizing.  The manufacturer did not recommend sizing due to the design / construction of the ring, removing a portion of the shank could change the setting of the diamonds and possibly allow the loss of a diamond.  On the 30th we indicated that the ring could not be sized, but the vendor would be able to exchange the ring for the size 6 you needed.  You then contacted us by phone and spoke with one of our agents, who indicated that the ring could not be sized, but did say it could be exchanged based on the information in order notes.  Unfortunately she could not give additional details as to why the vendor did not recommend sizing and I acknowledge that the call could have been handled much better.   You indicated on the call you had already brought to your local jeweler for sizing.  If the ring has not been sized as yet, you are still able to return the ring for an exchange or for a refund - we are happy to pickup the item at our expense. 

  Again I apologize for the lapse in service,  Please know, we appreciate that you have been a customer of ours for several years and we hope to earn your trust back.

  Customer Answer

  Date: 01/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The issue is that I was told the item could not be swapped for the correct size when it could have been.  I had a record from you as to when it was delivered so I do not believe you did not as well.  Because of this I spent $85 having this resized.  Ive spent a good bit with yall and this is very disappointing.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

   

  

  Business Response

  Date: 01/06/2025

  Thank you for your response - we do understand there was confusion in communication between our customer service team and the vendor as far as what they could accommodate, an exchange or a repair.  We are happy to refund the costs of the sizing to your credit card.  You have noted in your response that you paid $85 for resizing, please look for that amount to be posted back to your credit card.  Again, we apologize for the lapse in service and appreciate your customer loyalty.

  Customer Answer

  Date: 01/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a order on Nov 30 **************************************************************************************************** ***** I verified her address numerous times and it was the correct address she never received the earrings I called **** ***** numerous times in regards to this eventuality I was told the pkg was coming back to them and they would resend the earrings to me. This never happened so here it is December 24 and my daughter has no present for Christmas. I purposely ordered early to not have this problem. **** ***** customer service was very disorganized I had to keep explaining over and over what happened

  

  Business Response

  Date: 12/26/2024

  We do see the original order was placed by you on our website on 12/1 to your daughter's address and sent via ****** who required additional verification as they could not deliver to the address as entered.  We had agreed to resend the package when it was returned here, but it did not come back to our warehouse (and still has not).  You spoke with an agent on Christmas Eve who has replaced the package to be sent overnight to your daughter's address - she should receive it on 12/27.  We apologize for the issue with the delivery as we never want to disappoint anyone, especially when a gift is involved.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a bracelet and received the wrong item, I requested a refund, I returned it, they received it but refused to give me a refund. They said it was a different bracelet, obviously, that's why I requested a refund, as they wanted me to return the bracelet I ordered if I didn't receive it.

  

  Business Response

  Date: 12/06/2024

  As advised in conversations with our customer service team, you returned a bracelet from an order purchased in 2021, which we have not carried since 2022.  We reviewed the packing video from your order that you advised you received the wrong item and were able to view that the correct item was packaged at the time the order was processed.  We have returned the item you sent back to you and will not be processing a refund at this time. 

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Their justification is totally absurd since it was the first purchase I made and just as they say they have a video, I also have a photo of when I received the package and its contents, which is attached.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Z

   

   

  

  Business Response

  Date: 12/12/2024

  Unfortunately we are unable to resolve this issue at this time.  We have confirmed with the distribution center that there is video of the packer packing the correct item and shipping it.  Additionally, the item you returned to us was indeed purchased and shipped to your address in August of 2021 and has not been sold for multiple years - therefore would not be possible to send to a customer. 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 some jewelry with the extended warranty around Christmas 2023. I was unhappy with the merchandise received so I contacted the company in accordance with their return policy.I spoke to a phone agent who helped me through the process. While speaking with them I was asked if I wanted to order another piece of jewelry and I ordered a bracelet. The agent asked if I wanted to keep everything the same as the original purchase and I said yes.Because I had the extended warranty with my original purchase I believed that to include the warranty.This past week a jewel from the new bracelet dislodged and was lost. Imagine my surprise when I went to file a claim for repairs and was told I didn't have the extended warranty.

  

  Business Response

  Date: 11/26/2024

  We apologize that the exchange item did not include the Extend warranty - when exchanging the original item, you exchanged it for a more expensive item and the credit from the Extend plan was used to pay for the overage in pricing.  We do offer repairs on our items- which the agent you spoke with was attempting to explain to you - whether you have the Extend Plan or not.  We will be happy to provide a label via email for the return of the item to our repair department.