ComplaintsforJewelry Television

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I write to the BBB concerning an issue with order #189818762. I received a very nice pearl necklace in the mail, but it wasn’t right for my mother, so I returned it using JTV’s prepaid label service on May 7th, 2024. It is now May 16th and I have not received my refund: I was told that my refund would be processed only a few days from when my return was shipped, but it’s been over two weeks since I sent back this necklace through USPS and I have not received a refund from JTV. I ask the BBB to please assist me in resolving this issue.

  

  Business response

  05/28/2024

  We are sorry for the delay Ms. ***** experienced with her return for order 189818762. According to USPS tracking for the associated return label, “Your item was delivered in or at the mailbox at 9:24 am on May 24, 2024 in KNOXVILLE, TN 37922.”
  
  As stated in the JTV Return Policy available at jtv.com/returns, “Upon receipt of your return, processing normally takes up to five (5) business days for the Return Department to complete credit of your refund to your method of payment.” We will follow up with Ms. ***** to make sure she receives her refund as expected within a few days.
  
  Our goal is for our customers to be completely satisfied with their shopping experience. We apologize for any inconvenience and look forward to remaining Ms. ******* first choice for beautiful jewelry and gemstones. 

  Customer response

  06/03/2024

  
  Complaint: 21719932
  
  I am rejecting this response because: I have not received further correspondence from JTV regarding my return + refund. It has been over 5 business days since the package has been delivered to JTV's warehouse, and I have not received any word of a refund. 
  
  Sincerely,
  
  ***** ***** *****

  

  Business response

  06/10/2024

  We are sorry for the delay Ms. ***** has experienced with her return for order 189818762. Unfortunately, once a dispute has been filed with the card issuer, we are unable to proceed with any action on the associated order until the dispute has been settled. Ms. ***** is welcome to reach out to our Consumer Protection department at 1-800-931-7001, Monday - Friday from 8am to 6pm EST with any additional questions or concerns. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #189380545 was not shipped by JTV, i.e. never given to the carrier by JTV. The tracking update as of April 24th says "awaiting carrier pick up". That's 12 DAYS ago. JTV didn't deliver my order to the carrier and I have not received the item. Please see tracking number 92612901078130553050205017. JTV is at fault, the package was not shipped according the tracking information. But JTV wants me to wait unknown amount of time to receive forms, then fill out the forms, send the forms back to JTV, and wait for my refund after JTV gets forms back, processes them and/or gets their refund. Seems like a scam. JTV took my money, didn't ship the item. JTV wants me to fill out legal forms so they get a refund from the carrier, while holding onto my money in the meantime, AND they continue to bill me for an item that was not shipped and not delivered to me. I paid $56.74, the first of 5 payments so far, total will be 283.54.

  

  Business response

  05/15/2024

  According to our records, Ms. ********* order 189380545 was shipped out on April 24, 2024.  At Ms. ********* request, one of our representatives filed a claim for this order on May 5, 2024, since the USPS tracking information showed no acceptance scan.
  
  Once a claim is filed, our Consumer Protection Department sends a claim form to the customer.  The customer signs and returns the claim form to JTV following the instructions on the form.  Upon receipt and successful review of the claim form, a refund is issued, or a new item is sent out based on the customer’s wishes and inventory.
  
  Although we have not yet received the signed claim forms, we contacted Ms. ******* and have issued a one-time courtesy refund per her request. We appreciate Ms. ********* patience and understanding and hope that she will afford us another opportunity to serve her. 

  

  Business response

  05/24/2024

  We apologize for any confusion. Order 189380545 has been refunded and any future payments associated with this order have been cancelled. Ms. ******* is also welcome to reach out to us at 1- 800-581-3002 if she has any other questions or concerns. 

  Customer response

  05/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21668148, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is that they closed my account with no explanation as to why. Written or otherwise. My girlfriend that lives with me and has her separate bank accounts from mine got behind in payments and they temporarily suspended her account until she got caught up My account is closed and they are claiming they need my bank to verify my bank accounts are separate from hers. My bank questions jtv's need for this information. Her jtv account is active again since she got caught up. Mine is closed. This information was obtained by from a somewhat snarky consumer protection rep supposedly from jtv.

  

  Business response

  05/01/2024

  We apologize for any inconvenience Mr. ***** has experienced. We have contacted Mr. ***** with a resolution regarding his inquiry. 
  We appreciate Mr. ******* patience and understanding and look forward to remaining his first choice for jewelry and gemstones.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned 4 items to JTV, via UPS. The package was received and signed for weeks ago. After many calls, chats, emails, I still have not received my refund. This is ridiculous way to treat a customer. The most anyone has tried is to send an email, asking some department if they has my returned items.

  

  Business response

  04/17/2024

  According to our records Ms. ***** contacted us stating that she had returned several items that she had not received a refund for. Unfortunately, we were unable to locate any indication that we had received these items back to our facility and the prepaid labels associated with the orders in question had not been used for the returns.
  Although we were not able to find any evidence that we have received the items in question, we contacted Ms. ***** and have issued a one-time courtesy refund for the items. We appreciate Ms. Eagle’s patience and understanding and look forward to remaining her first choice for jewelry and gemstones. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3/28/24 I had the winning bid total $19.27 taxes and shipping included, on 2 11x9mm Mahaleo Ruby"s 10 ctw. JTV confirmed I won sent me emails saying I won and they were working on my order. Didn't here anything for 5 days on April 2 2024 untill I called and inquired on my order, they said they were still working on it. Then they sent me an email and said my order was canceled, stating they didn't have what they were advertising. They had accepted my payment, it was deducted from our account, they kept our money until i inquired about my order then refunded our money. They stated they had over sold that Item. well it's an auction you bid on individual items you can bid on more than one Item but they are all seperate auctions and seperate Items. 1st my understanding is they put something up for bid they did'nt even have, put pictures of Ruby's, 11x9mm 10 ctw on their Auction website and didn't even have them instock. 2st so where did the pictures of the Ruby's come from if they did'nt have them. (mis representation) 3rd taking money for something that does'nt even exist. (fraud) p.s. I've got emails from JTV.com

  

  Business response

  04/12/2024

  We apologize that Mr. ******** order was cancelled due to an inventory error. As with any business who carries a large number of products and despite every effort to have accurate counts and prevent product damage, an inadvertent error can sometimes occur which causes the inventory count to be off, or an item might be damaged when the fulfillment department goes to pull the item and then they are unable to fulfill the order as planned.
  
  As stated in our Terms & Conditions available at jtvauctions.com/terms, “JTV shall have the right to refuse or cancel bids or orders placed for any product, regardless of whether the bid or order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase, and your purchase is canceled, JTV shall promptly issue a credit to your credit card account in the appropriate amount.” Our records show that authorization for payment from Mr. ******** method of payment was reversed on the same day as the cancellation due to the inventory.
  
  In any event, we are sincerely sorry that Mr. ******** order was cancelled due to the inventory error and apologize for any inconvenience and disappointment this may have caused. We are always happy to assist with any questions or concerns. We appreciate Mr. ******** business and hope he will allow us another opportunity to serve him. 

  

  Business response

  04/19/2024

  Mr. ******** order was cancelled due to an inventory error, and we apologize for any inconvenience and disappointment this may have caused. While we are sorry that this error occurred, the order was cancelled in accordance with our Terms & Conditions. We appreciate Mr. ******** business and hope he will allow us another opportunity to serve him.

  Customer response

  04/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: When allowed to reserve the right they can cancel for any reason even if they don't like the bid. 

  They should'dt be allowed to advertise for something they don't even have. Which was my case.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I tried to purchase jewelry from this company due to my sister having used them before. She actually informed me that they tried to stick her with a bill that she paid off but I decided to trust them and find out for myself. I placed an order and asked my sister if I sent her the money via cash app, could she place the order on her card. She sent me the card information and I made the purchase but went to check on the order and it was canceled. I never received a phone call, email or anything. When i called, they stated i had an account in 2017 which i could not have because my last name was not ****** in 2017 and I have lived at my current address for 20 years. My sister had an account with you all and she stated JTV was trying to say she had a balance but according to her, she paid it off but JTV was still trying to say she owed money. I'm thinking it could have been my ex-husband possibly who had the account. We have been separated for 8 years and i am finding out a lot of things he has either paid for or ordered in my name recently.

  

  Business response

  04/09/2024

  We are sorry that Ms. ******** experience was not a positive one. Order 189083964 has been cancelled and authorization for the payment was reversed on the same day as the cancellation.
  
  When an order is placed, there is an authorization hold placed on the funds. This triggers what looks like a deduction of the purchase price from the funds available to be debited. The transaction is not settled, and the funds are not actually deducted until the item ships out. Therefore, when an order is cancelled the authorization hold is reversed and the method of payment is never actually charged. How quickly the reversal appears on the financial institution account varies with each financial institution.
  
  Our records show that the authorization for payment was reversed on the same day as the cancellation. If the reversal has not yet appeared on her financial institution account, Ms. ****** would need to contact the financial institution that manages her method of payment for an update on the timeline for when the reversal will appear. Our Consumer Protection Department is also available to assist Ms. ****** and can be contacted at 1-800-931-7001 Monday through Friday from 8am to 6pm EST. 

  Customer response

  04/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will never place an order with this company again.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $59.99 for 7-8 white cultured freshwater pearl rhodium over silver dangle earrings. Item #5PL921 returned under 30 days. Was refunded $24.87. confirmation #188117962

  

  Business response

  04/02/2024

  Ms. ******* placed online order 188117962 for item SPL921, a pair of white cultured freshwater pearl earrings on February 10, 2024. According to USPS tracking, the order shipped out on February 10, 2024, and was delivered on February 15, 2024.
  
  The JTV Price for item SPL921 is $59.99. At the time Ms. ******* placed order 188117962, it was on sale for $29.99 and came with free shipping. After the tax the total amount charged for order 188117962 was $31.86. We were not able to find any indication that Ms. ******* contacted JTV regarding the return of this order or that the item was damaged or defective when received.
  
  As stated in JTV’s Return Policy available at jtv.com/returns, “A charge of $6.99 will be deducted from your return credit amount.* When using the JTV Return Label, there is no upfront postage or insurance charge.”
  
  USPS tracking for the return label associated with order 188117962 shows that the return label was scanned on March 12, 2024, and was delivered to JTV on March 21, 2024. The order total of $31.86 minus the return label fee of $6.99 comes to a total of $24.87. A refund in the amount of $24.87 was issued on March 23, 2024.
  
  We are always happy to assist with any questions or concerns. We appreciate Ms. ********* business and hope to remain her first choice for beautiful jewelry and gemstones.

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My complaints was that I paid $59.98. Returned item, was not damaged just didn't like. They refunded $24.87. Kept more than half my money. Ridiculous. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  04/15/2024

  We have attempted to reach Ms. ******* to go over the details of her order and have been unable to reach her.
  
   The JTV Price for item SPL921 is $59.99. At the time Ms. ******* placed order 188117962, it was on sale for $29.99 and came with free shipping. After the tax the total amount charged for order 188117962 was $31.86.
  
  Although it is JTV policy to deduct the $6.99 fee from the refund amount for the use of our prepaid return label, we have issued a refund for this amount as a one-time courtesy for order 188117962.
  
  We are always happy to assist with any questions or concerns. We appreciate Ms. ********* business and hope to remain her first choice for beautiful jewelry and gemstones.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Jtv had a promotion buy more save more on their website today wherein an automatic discount of 15% was getting applied to the cart for items more than $150. I spent so much time browsing the website trying to finalize my cart just to take advantage of this promotion. However, just when I was entering my credit card details while placing the order, I saw that the promotion disappeared. I reached out to an agent named ***** *** over chat asking the validity of the promotion and explaining to her what had happened. She then said that the promotion buy more save more is still good till march 24 and will not work on clearance items but is only good on items that are at full price. I kept explaining myself to her that the promotion was working on the item in my cart even though it was on clearance but she just kept stating that it can’t work. On asking for just 1 eligible item that would be covered under this promotion, she responded that all the items on their website were on sale and that the promotion will not work. I questioned her as to why jtv will bring a promotion that’s not working on any item on the website to which she had no response. I am tired of being provided false and inaccurate information by agents at jtv. You can’t trust them. In order to make up for all my time lost and for withdrawal of this promotion at their own will, I want jtv to refund me 15% of the sale price ( 15% of $182) of the item once I place the order which comes out to around $27. The item no is DOE-051. I would not be interested in placing an order at their call center or with any agent since I am tired of dealing with their agents. I would be more than happy placing the order myself and then being refunded $27 by jtv.

  

  Business response

  04/01/2024

  We appreciate Ms. ********* feedback and are sorry to hear that her recent experience was not a positive one. We have reached out to Ms. ******* via telephone and email to assist with any outstanding items that still require assistance.
  
  We appreciate Ms. ******* sharing her feedback with us and hope to remain her first choice for beautiful jewelry and gemstones.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It is very sad to I had to reach out to a reputed company like JTV on a platform like bbb for a resolution, as a last resort. This is in reference to order no. 188972978 for a ring. I am filing this complaint for a price adjustment of $10. When I check the price of the item today, an additional $10 is coming off under the promotion spend $99, get $10 off. If I had purchased this ring today, I would have ended up saving an additional $10. Request jtv to kindly refund the additional $10 paid out of pocket back to my original method of payment. I am attaching herewith the screenshots of the item price that I would have paid today.

  

  Business response

  04/04/2024

  We appreciate Ms. ********* feedback and are sorry to hear that her recent experience was not a positive one. We have reached out to Ms. ******* via telephone and email to assist with any outstanding items that still require assistance.
  
  We appreciate Ms. ******* sharing her feedback with us and hope to remain her first choice for beautiful jewelry and gemstones.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Well I have ordered rings, necklaces.just want that there was no help all I got was SO WHAT DO U WANT ME TO .I TOLD THEM ABOUT THE CLEANER THAT I BOUGHT FOR THEM 3 JARS PLUS WIPS USED THE GENTAL CLEANER. DIPED IN AND ALL MY FAVORITE RINGS WERE TARNISHED. CALL AGAN TO NO ANSWER.. NEVER GOING TO BUT FROM U EVER AGAIN. I HAVE SPENT GOOD MONEY. Never late on my payments ...

  

  Business response

  03/25/2024

  We are very sorry to hear that Ms. ***** has experienced this issue with her items. We have attempted to contact Ms. ***** via telephone and email and look forward to assisting her with a resolution in the case that she still requires assistance.
  
  We appreciate Ms. ***** business and look forward to remaining her first choice for beautiful jewelry and gemstones. 

*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. ↩