ComplaintsforRoss-Simons

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 items (2 rings) online from Ross-Simons on May 22, 2024. The total I spent was $412.25. I split this between 2 cards, 1) a MasterCard in my name, and 2) a $200 **** gift card. I liked one and decided to keep it. I did not like the other and processed a return online. I sent the ring back in the mail as instructed. On June 14, 2024 I got an email that my refund had been processed. I watched my credit card account for a few days and did see the refund post. I contacted Ross-Simons and asked them what card they returned it to and they responded that they returned it to the gift card. As an aside, I have never heard that money can be refunded to a gift card, they are not real cards...they all say to "treat as cash." I explained this to them and asked for 1 of 3 options: 1) provide me the full number and expiration of the **** gift card - I destroyed the card since the funds had been used and it said to "treat as cash", or 2) move the refund from the gift card to my MasterCard, or 3) issue me a credit to use at Ross-Simons for another item. They refused any of those options. I then asked that they send the ring back to me, they also refused to do that. So, in the end - they have basically stolen $163.99 from me and I have absolutely no recourse.

  

  Business response

  06/20/2024

  As a long time customer you know from experience that we will go the extra mile for our customers when we are able to, in this circumstance it appears we failed to take that one extra step.  We have reviewed your email interaction with our agents and while they were pleasant and polite, it does not appear they reached out to our management team or our Credit Card team for further assistance.  It is true that we cannot provide the credit card number, we simply do not have access to that type of information, online orders are imported with a token and not the customer's actual card numbers. But because  a **** gift card functions as a credit card, we were able to have our credit card team recharge the **** and credit the Mastercard you used.  You should see the credit posted within 24 - 48 hours depending on your bank.  We apologize that this was not resolved more expeditiously on your behalf.

  Customer response

  06/24/2024

  [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

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought earrings on the 14th of December of 2023 for a Christmas present. Upon opening the items we realized they could not possibly fit a human ear. The earrings did not leave the box. I requested a return and refund. **************** granted that request. Upon receiving my return they contacted me and stated one earring was missing and they would not refund the money. We know that wasnt the case because we never removed them from the box. Just by looking at the tiny size of them we knew that they couldnt fit even a child. Now I have no earrings and am still paying for their mistake.

  

  Business response

  06/12/2024

  The customer requested the return in January of this year, still within the Christmas return time frame.  When received there was a solitary earring in the box, we reached out on the 29th of January to advise the customer that we received one earring and to look around and contact us back.    Our normal procedure is to have the customer double check and then we issue a credit if not found.  There are no notes or indication that the customer ever contacted us back, so the return was not processed.  This has now been processed for credit.

  Customer response

  06/20/2024

  [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

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a 10kt yellow gold figaro link anklet this past December. I specifically told the customer service rep I wanted a pure gold anklet that wasnt going to tarnish because I didnt intend on taking it off. She encouraged me to purchase the item that I wouldnt have any problems. Here it is now April and I have a black ring around my ankle. I reached out to customer service explaining the situation, they said with this type of gold I have to wash it by hand from time to time because it accumulates dirt. I told them I wouldnt had spent $160 on this anklet had the initial customer service rep explained that to me. She had every opportunity to inform me of this but did not and instead chose to make the sale instead. First time buying from Ross-Simons and the last time. Very dissatisfied customer

  

  Business response

  04/28/2024

  We apologize for any confusing information.  10K is very reliable and can be worn all the time, however like other metals it does need periodic cleaning.  Also, like other metals, there can be a reaction with chemicals that are used including perfume, soaps, and moisturizers that *** cause some discoloration to occur. 

  We do see you reached out to our customer service department and they issued you a label for return.  Once the item is received, we are happy to refund you the purchase amount. 

  Customer response

  04/29/2024

  [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. 
  With the return label given by your customer service, Ive mailed the anklet on April 29th, 2024 to the address RS Attention: Returns 9 Ross Simons ********************** 02920-4581

  Regards,
  
  ***************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband purchased a Sterling Silver ring with 3 opals and 4 rose zircon stones in it for me on December 2, 2023. Order #******. He paid $81.00 total for it. The END prongs stick out and catch on everything. I caught one on a sweater and broke the tip off. I took it to a local jeweler and paid to have the tip repaired. Now, suddenly, an inner opal has fallen out (even though its prongs are undamaged). Ive contacted Ross-Simons ***************** But **************** stated that they wont help me with this since I had another jeweler repair the prong tip (on the far other end of the band).

  

  Business response

  04/12/2024

  We are sorry to hear this happened.  We stand behind our jewelry 100% and would have happily repaired or replaced the item had you reached out to us.  We always prefer to do the work ourselves as we are familiar with the jewelry and the care it takes to do a repair, especially when an item contains an opal.  We have credited your husband's account in full for the item.

  Customer response

  04/12/2024

  [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

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Some weeks ago I purchased a Rolex watch from Ross Simons. On receipt the watch did not function properly. I notified RossSimons, and returned the watch as requested. In sever emails, to RS, I have requested either Rolex that works or a refund. No response to date.

  

  Business response

  01/31/2024

  We are aware of this concern and have been working with you to resolve. You purchased a ***** in October and said it didn't work, we explained that a ***** needs to be worn or stored in a watch winder.  You returned the watch to ** in late December and it was reviewed by our watch professional and was working correctly.  We exchanged it for a different model watch which was sent to you in early January.  At this time you are in possession of the ***** from January.  If you want to return the ***** we are happy to accept it back and refund you.  Please contact customer service and speak to a Supervisor to make arrangements to pick up the item or to discuss the particulars on ***** care and usage.

  Customer response

  01/31/2024

  [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

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have never signed up for email from RS Pure, a division of Ross-Simons. I am getting continual unsolicited email from this company and have contacted them repeatedly over many months, in various ways, to get them to stop. I have spoken to them via live chat at least five times, each time resulting in them saying they'll remove my address but never do. I've sent numerous emails to them at different addresses, the main email stated on their page is a fake account and so any time you use the email they provide it gets returned to you with destination unknown. Ive made many complaints on, and contacted them, via their ******** page. The issue is never resolved. I have tried unsubscribing dozens of times via the direct link they provide on their website and it does nothing. I've even tried sending their mail to my spam folder but somehow I still receive it in my inbox. At this point I consider the situation cyber harassment. I would like RS Pure to stop sending these unsolicited emails. They need to be investigated for the phony links on their web page that offer ways to unsubscribe, claim the process was successful, but don't actually work.

  

  Business response

  12/22/2023

  We apologize for the issues you are having unsubscribing the listed email address.  Unsubscribe requests usually take 24 - 48 hours when requested through the website.  We have forwarded the request to our marketing team to reach out to our email provider to ensure your email is removed from our listings.  Due to the holiday this may not be verified till the middle of next week, but we will make sure you do not get any more promotional emails.  We did want to also thank you for bringing to our attention that RS Pure email address was incorrect in one area of the website, while completing the customer care form does have the correct address, there is an email address that is incorrect.  We have reached out to our web team to correct that as well.

  Again we are sorry about the length of time and effort on your part is has taken to unsubscribe from our website.

   

  Customer response

  12/22/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ****

   

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On order number I8445316, it was 2 rings of the same kind, to which I ended up returning both at the same time because there were defective due to a stone falling out after I took them out of the boxes. I have had this issue before, so I was not upset. I understand that this can happen. Each ring came in it's own box, so when I returned BOTH RINGS, I put each ring back inside the corresponding boxes. I even made sure to return both rings and boxes in the same package to make sure that there were no issues or confusion. I then get a notification for a partial refund to my payment method for only 1 ring not both rings. And yet I have not received an email about the return itself from the company as I have with every other item that I have returned. So I called customer service, and the first time I was told that the 2nd ring was still in process for my return and refund and that it can take up to 4 weeks on the return and refund. I waited the requested time from Ross Simons, and still no refund or even an email about the return itself . I called back to customer service a 2nd time, and I was basically told that I never returned the 2nd ring and was treated as if I stole the ring from them, but that the representative would do me a favor and email returns about the missing return. This is unacceptable. I am not a thief and I have never had this problem before. I have purchased items in duplicate before and returned them both in the same manner, and there has never been an issue. Now, I am treated as if I either stole the ring or am scamming the company on my return. There were 2 boxes returned, each box has a jewelry bag in them. Each jewelry bag has 2 compartments in them, a front area and a back area. Each bag has 1 ring in them for return. I have ordered over 13 other pieces and there has never been such bad treatment. I want my return for both rings completed and refunded and not treated in such a way.

  

  Business response

  12/13/2023

  Thank you for reaching out.  We apologize for the delay in processing the return of the rings.  Our return process is handled by 3 separate processes to ensure we are correctly processing our customers exchanges and credits.  There are notes indicating we only received one of the rings back to our returns department.  This does happen on occasion - at times packages are damaged in shipping and items are lost, and at times customers forget to include them in the package.  We are sorry you felt we were implying you did anything dishonest, that is not our intent, but  we do typically research these instances with our inventory department to see if there was some type of error on our side.  There are notes in the system indicating the representative you spoke with initiated the follow up with the returns department.  We are happy to process the refund on the additional ring at this time.  Please allow 48 - 72 hours for your bank to process the credit.

  Customer response

  12/13/2023

  [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

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two zodiac sign necklaces on or around November 23, 2023, Order # I8479453.The next day, November 24, 2023, I received an email notifying me that the Capricorn sign necklace was shipped on November 24, 2023 - as of today, this one never shipped and never came - 1Z033904YW00588593.On or around November 28, 2023, I received another email notifying me that the Cancer sign necklace was shipped, which cam on Thursday, November 30, 2023, but this one was not the Cancer sign, they shipped me the Capricorn necklace. I called the customer service and requested a return label and returned this wrong necklace on Friday, November 30, 2023 - 9202090144076203616303.On Thursday, November 29, 2023, the customer service also told me that they would send me another necklace next day delivery for me to have it by Friday for my Saturday Party as gifts, for which I never received on Friday - P5488152.I called the customer service against this morning and told them that I need my refund and I never want to shop at their business again.This is not the first time I purchased jewelry from them and spent thousands of dollars.I simply cannot believe the mistakes and the poor staff they have to handle orders; they establish multiple accounts and they wrong merchandise when they don't have the right merchandise, they toy with my emotion to suggest me to print out pictures of the necklaces to temporarily show my family members until the real gifts came.I asked to have a gift card but it was not in the package.It's too much to have to deal with lousy services like this. I spent money for a little happiness not abuse!!!!!I WANT MY MONEY BACK RIGHT NOW!!!I WANT PUBLIC APOLOGIES FOR PLAYING WITH ME WITH MY *********************** PROBABLY SHOULD COMPENSATE ME WITH THE TERRIBLE SITUATION THEY PUT ME IN.

  

  Business response

  12/04/2023

  We are so sorry to hear about these shipping issues - it is certainly never our intent to disappoint our customers - especially for an event or special presentation.  Our typical delivery time is 3 - 5 days, looking at the order one of the items (capricorn) shipped on 11/24, the other on 11/27 (cancer) and should have been delivered by the end of last week.  We do see you made several contacts with us and we did a replacement on one of the items on 11/30 anticipating delivery on 12/1.  Per your request, we also credited you for one of the items on 12/2 and have consequently credited you 12/4 for the remaining item.  We have provided you with return labels for the items at your convenience.  Again we are very sorry about this experience - it is never what we want any of our customers to experience.

  Customer response

  12/04/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Keyin

   

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund was never received I call several times was told it was sent back through PayPal. Then told PayPal would not accept refund and a check would be mail. I would like my refund. This whole process has been filled with run around. Im filing a complaint with the Better Business Bureau to receive my refund. Al though I have made several purchases with this company prior to this purchase I will no longer make purchases and would like catalogs and emails to stop.

  

  Business response

  11/27/2023

  We do see that we have mailed a refund check to you.  This refund was generated against an order that was over 6 months old.  Our normal return policy is for merchandise credit only, but we did attempt to process a refund on your behalf through Paypal.  Unfortunately, we must follow the rules of the bank / credit company you selected and Paypal only allows refunds up to 90 days.  As a result we agreed to process a refund check, check number ******, which was mailed to you on 11/22.  Allowing for Thanksgiving holiday and larger amounts of mail at this time of year, we would expect the check to arrive to you this week. While we understand you feel the refund is taking a bit of time, we sent it out within 2 business days of finding out Paypal would not process your credit.  We apologize for any inconvenience.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an online purchase for two gifts totaling $324.08 on 11/3/23 order number I8448717. The customer service representative assured me it would arrive within 3-5 business days. It is now 11/12/23 and the items are still not here and ended up being late for a birthday present that I wanted to give 11/12/23. I contacted Ross Simons customer care and they initially simply ignored my complaint telling me again the items should arrive in 3-5 business days. They didnt bother to look up my order to see it was past this, nor did they offer any type of partial refund or fair compensation. I am very disappointed in their lack of customer support, plus the fact that I could not present the gift due to it not even being delivered yet. I feel cheated and taken advantage of since the company doesnt seem to care about customer satisfaction or timely shipping in keeping with their policies stating items arrive within 3-5 business days. I want some kind of fair refund for the gross inconvenience of having to buy a different gift just to have for this person and I also want the company to either ensure deliveries arrive as promised or change their delivery policies so that people dont order thinking they will get the item only to have the same disappointment I have had. Very poor experience in every respect.

  

  Business response

  11/13/2023

  We are sorry to learn this package was not delivered in the 3- 5 business days you were expecting, based on estimated delivery date it should have arrived by 11/10 - tracking indicates delivery on the 12th.  ********** deliveries arrive on time in most circumstances, there are occasions that they are delayed a couple of days.  For events and occasions needed by a certain date, we do offer *** 2 day Express and Overnight delivery.  We do see you reached out to our customer service and they offered a $20 credit on a future order, we will instead apply a $50 credit to this order.   Additionally, we do see an advanced replacement for the gift item being sent to you via overnight delivery (leaving our warehouse on Monday) due to an imperfection in the stone as well as a label to return the original.

  Again, we apologize for the disappointment with the delivery and condition of this item as we know how important Birthday celebrations are and it is never our intention to let any of our customers down.  

   

   

  Customer response

  11/13/2023

  [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. 
  

  I would ask that Ross Simons please provide me proof of the $50 credit back to my credit card via email.
  
  Regards,
  
  *****************************

*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. ↩