Complaints

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

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  Jewelry Television

  9600 Parkside Dr Knoxville, TN 37922-2201

  
• 

  Jewelry Television

  190 Hayfield Rd Knoxville, TN 37922-2342

  

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:04/07/2025

  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.

  Order #195284939 Return ID#: RH-VY20C2U0M JTV has a horrible Return Policy. I sent back a Ring as it was completely different than the picture shown on their website. I sent it back using their return label. They received it 7 days ago. I have emailed them and all they do is send condescending generic emails. A rep by the name of *** just now emailed me saying they are so backed up and will not get to mine for a while. That is not my issue that they cannot process customer returns in a timely matter. I paid immediately, confirmed they received the return and they are not the least bit concerned or helpful! Customer Service should be of a high priority but not with JTV.

  

  Business Response

  Date: 04/15/2025

  According to USPS tracking, Ms. ****** return for order 195284939 was delivered to our facility on March 31, 2025, at 6:08pm and a refund was issued on April 8, 2025.
  
  According to the JTV return policy that can be found at ***********************s, “Upon receipt of your return, processing normally takes up to five (5) business days for the Return Department to review and process the return.”
  
  We apologize for the slight delay processing Ms. ****** return. Our goal is for our customers to be completely satisfied with their shopping experience.  We apologize for any inconvenience and hope to remain Ms. ****** first choice for beautiful jewelry and gemstones.

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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.

  On 3/28/25, a size 8 Prazana(r) Lab-grown Diamonds Oval White Diamond 14k White Gold Solitaire Ring 3.00ct was purchased. The amount of money paid to the business was $225.24. I have an order confirmation that the business committed to provide the diamond ring at the advertised price. I have several photos of the price as it was advertised online as part of their active "diamond month" promotional sale. They falsely advertised the price of the ring, canceled my order, and promptly increased the price online. This "bait and switch" tactic where JTV lured customers with an attractive offer, but promptly cancels the order after it was confirmed, and only allows the purchase of the item at a more expensive price is unethical. When I called customer service about the issue on 3/28/25, I spoke to an agent named Judy, who told me that someone would call me back to resolve the issue, but no one from JTV has attempted to resolve this. The advertisement was seen on 3/28/25 at 7:56 am on the JTV.com website. Evidence of the advertisement as well as my order confirmation is attached.

  

  Business Response

  Date: 04/15/2025

  We apologize for any inconvenience Ms. ******** has experienced in association with her order. According to out records, there was a pricing error associated with item 143LK-8. As stated in the JTV Terms and Conditions that can be found at ******************************, “in the event that a product or service is listed at an incorrect price for any reason, including, without limitation, due to supplier pricing information, typographical error, or any other error, JTV shall have the right to refuse or cancel orders placed for the product when it was listed at the incorrect price, regardless of whether the order has been confirmed and your method of payment has been charged. If you have already been charged for the purchase and your order is canceled, JTV shall promptly issue a credit to your method of payment in the amount of the incorrect price.”
  
  We are sorry that this situation arose, apologize for any inconvenience and hope to remain Ms. Custodio’s first choice for beautiful jewelry and gemstones.

  Customer Answer

  Date: 04/21/2025

  
  Complaint: 23132358
  
  It is a shame that the fine print of JTV’s user agreement is used as a way to allow them to shirk responsibility for advertising correct prices for their products. 

  Because of their bait and switch tactics, I urge all JTV customers to consider using Dreamstone, located in New York and available online, for all of their lab diamond needs. 
  

  After the disappointment at JTV, I was able to find a much larger selection of diamonds, with higher cut grades and clarity than those offered by JTV, at an even lower price than their corrected diamond month prices. They also honor their posted prices and even consider price-matching if the same diamond is found elsewhere for a lower price.

  Thanks!

• Initial Complaint

  Date:03/19/2025

  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.

  This company uses tactics that have resulted in framing my elderly mother’s savings. Pressure sales tactics and claim jewelry is “real” when often junk. Took a $300 Jtv ring to jeweler and they told me it was colored GLASS! My mother has wasted thousands on this company! Very unhappy!

  

  Business Response

  Date: 04/08/2025

  We apologize for any frustration Ms. ****** has experienced. Unfortunately, we cannot discuss account information with anyone other than the account holder. If the account holder is available to contact us directly, we would be glad to inspect any products and assist with any other concerns. Ms. ****** can also contact our Consumer Protection department at 1-800-931-7001, Monday - Friday from 8am to 4:30pm EST with any questions regarding the necessary documentation need to gain access to an account if necessary
  
  Our goal is for our customers to be completely satisfied with their shopping experience. We are sorry that this situation arose and are happy to assist further when the account holder is available to contact us directly.  

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23084864
  
  I am rejecting this response because:  My mother will not be able to contact you since she has passed away.   Discovered all this in going through her estate.  
  
  Sincerely,
  ****** ******

  

  Business Response

  Date: 04/09/2025

  We are truly sorry to hear about your loss. You can contact our Consumer Protection department at 1-800-931-7001, Monday - Friday from 8am to 4:30pm EST for assistance regarding a deceased family member’s account. 

• Initial Complaint

  Date:03/18/2025

  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.

  REURNED ITEMS BACK TO JTV., RECEIVED REFUND MINUS TAXES I PAID.THE ARE KEPT MY TAXES FOR THEMSELF.THIS IS UNBELIVABLE! NO OTHER COPMPANIES DOES THAT! My Order #195280872 Paid 144.96 - Refunded 137.97 Order #195280096 Paid 58.83 - Refunded 13.49

  

  Business Response

  Date: 04/08/2025

  We apologize for any confusion related to Ms. ******* orders. Order 195280096 was cancelled. The charge for this order was reversed and not refunded, so no funds were withheld in association with this order.
  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 funds will become available varies with each financial institution.
  Order 195280872 was placed for two items, JSM128A for $91.47 and DOK3393 for $53.49. Each of these items was refunded in full. This was processed as two refunds for $91.47 and $53.49 for a total of $144.96. No funds were withheld from the refund of either item associated with this order.
  We attempted to contact Ms. ***** to assist with any questions and were unable to reach her. Ms. ***** can call 1-800-550-8393 for any additional assistance with refund questions.
   Our goal is for our customers to be completely satisfied with their shopping experience.  We apologize for any inconvenience and hope to remain Ms. ******* first choice for beautiful jewelry and gemstones.

• Initial Complaint

  Date:03/05/2025

  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.

  This complaint is in reference to my Synchrony Bank JTV Preferred Account credit card ending in * ****.On 12-23-2024 I had a zero balance on this card. I placed an order in the amount of $31.24 USD.0-10-2025 I collected this item from my PO Box01-14-2025 I returned the item to JTV, (as it was not the same color as presented on TV) well within an acceptable time frame. The item was intact and returned in the original packaging. The delay was due to finding packing tape; it was after the holidays and stores were out of it. 01-26-2025 The item arrived at JTV returns warehouse. I requested a refund to my account there by returning my account to a zero balance. I recently received an e-mail stating my account is past due and I owe over $45.00 USD. I’m not certain how or why this occurred. I’ve purchased many items from JTV and have rarely returned anything. My account has always been in excellent standing.I’m requesting Synchrony Bank/JTV return my account to a zero balance and correct my credit report with the credit reporting bureaus.Please and thank you,******* *****

  

  Business Response

  Date: 03/13/2025

  Ms. ***** placed online order 194108576 on December 23, 2024. According to USPS tracking, the order shipped out on December 26, 2024, and was delivered on January 10, 2025.
  
  After the tax the total amount charged for order 194108576 was $31.24. There is no 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, “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.” And “Shipping, handling fees and processing charges are non-refundable.”
  
  A refund for order 194108576 in the amount of $19.26 was issued on January 26, 2025. This is the order total of $31.24 minus the original outbound shipping of $4.99 and the return label shipping fee of $6.99. As a one-time courtesy we have issued a refund for the shipping fees in the amount of $11.98.
  
  The JTV Preferred Account is managed by Synchrony bank. For any questions regarding accounts or billing information and account terms and conditions customers need to contact Synchrony bank by calling 1-888-223-0991 or visiting their website ********************
  
  We are always happy to assist with any questions or concerns. We appreciate Ms. *****’s business and hope to remain her first choice for beautiful jewelry and gemstones.

  Customer Answer

  Date: 03/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23022337, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/03/2025

  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 ordered a ring for someone for Christmas it was 1200 dollars a online purchase I received it and it was very poor quality so I decided to send it back I sent it back within the 30 days time frame and they shipped it back when I called they said it was a mistake they would have to send me another shipping label thru the mail which took over a week and that they would extend the return just in case it went over the 30 days time period I actually talked to someone and they verified this just to be completely assured when I got the shipping label I sent them back the ring never been used or worn still in the plastic and box I paid 1047.56 for this ring they sent me a check for 805 saying there was a restocking fee but I did send the ring back before the 30 days and it was sent back and reassured it was their mistake so why do I have to pay 25 percent restocking fee which was in fine print that came out to be 242 dollars for a ring that is now selling as a closeout for 800 they totally scammed me out of a outrageous amount for reasons that they made it impossible for me to return it in the 30 days time period I was lied too and scammed and need to let the public know

  

  Business Response

  Date: 03/10/2025

  We apologize for any errors when Mr. ******** return was processed. Although the returns department noted that the returned item had heavy wear, the returned item was accepted, and we have issued a refund for the restock fee in the amount of $242.50.
  
  We appreciate Ms. ******** patience and understanding and look forward to remaining her first choice for jewelry and gemstones.

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service 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 a ring on 11/13/2024 in the amount of $636.64. I received the ring on 11/16/2024. Order number 193325725. The ring center stone fell out 6 days later. I mailed back for repair on 12/12/2024. I received an email that the ring was received by JTV on 12/19/2024. I received another email stating that I owe a repair fee on 1/09/2025 of amount 75.00. I called customer care and was able to get that waived because the ring broke in such a short time with no cause. Between then and now I’ve call JTV on the whereabouts of the ring. No one was able to give me an answer. One agent told me that it just got to the repair department on 1/13/2025. How is that, when I clearly have emails stating otherwise. Now the ring has been gone out of my possession for 10 weeks now. I keep getting messages to pay for a ring that I never really had. No one can tell me when the ring will be fixed and mailed to me, but somehow when a payment is due, I get notification for that. This is embarrassing on my behalf because I wanted to buy my wife a ring. Not only did it break easily, I’m getting the run around on her receiving her ring back. This experience has been a nightmare.

  

  Business Response

  Date: 03/10/2025

  We apologize for any inconvenience or confusion related to Mr. ********* order 193325725. According to USPS tracking, the item was delivered to Mr. ******* on February 27, 2025. We have attempted to contact Mr. ******* via email and telephone to confirm delivery and have been unable to reach him.
  
  We are happy to assist with any further questions or concerns Mr. ********* may have regarding this order. We appreciate Mr. ********* patience and understanding and look forward to remaining his first choice for jewelry and gemstones.

• Initial Complaint

  Date:02/24/2025

  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.

  10/4/2024 ordered 2 bracelets 7.5, 8" ***** K, FROM JTV WEBSITE, #192604174 , $494.30 and returned via their website/label USPS TRACK# 9202 0901 6418 0880 1671 27, POSTED on 10/14/2024. JTV has 15 day LOST PACKAGE REFUND POLICY. I sent emails, pictures, screenshots 17 of them PROOF OF LOST PACKAGE POLICIES! USPS SUPERVISOR *******, wrote a letter regarding post office "DEEMED LOST PACKAGE REFUND " Usps can't locate PACKAGE and vendor needs to REFUND $494.30 TODAY! I have called csr , SUPERVISOR, email and called consumers protection at JTV..their own system generated 2 times, PACKAGE track scan viable in their system, on its way back by USPS. Still zero refund and 17 emails with direct PROOF OF RETURN! My bank and PAYPAL ARE both teaming up for refund, but, JTV HAS WRONG INFO ON ACCOUNT and they closed it so I can't see LEGAL INFO!!! PLEASE REFUND MY $494.30 as JTV already said filing lost claim against track label USPS! Thus company is completely confused, unprofessional behavior and ridiculous debacle.

  

  Business Response

  Date: 03/10/2025

  According to USPS tracking information for tracking number 9202090164180880167127, the return label was scanned at the kiosk on October 14, 2024. There is no additional information showing that a package was tendered to USPS after the label was scanned at the electronic kiosk.
  
  When shipments are processed via the electronic kiosk, there is an initial scan showing “USPS electronic receipt of item for mailing”. When the package is tendered to USPS, a second scan showing, “USPS in possession of item” is added to the tracking. The tracking for 9202090164180880167127 shows that the label was scanned at the kiosk, but there is no update showing that the package was actually tendered to USPS.  
  
  We apologize for any inconvenience that Ms. ******* has experienced in association with this order. In an effort to go above and beyond, we did refund a previous order as a courtesy. Unfortunately, we are not able to offer any additional courtesy refunds in association with packages that USPS does not show any evidence of receiving. 

  Customer Answer

  Date: 03/19/2025

  As the USPS SUPERVISOR stated multiple times, her letter is sufficient LEGAL NOTICE for "LOST PACKAGE REFUND "$494.30!!! The attorney General also has provided search and all those letters and PROOFS HAVE BEEN PROVIDED TO YOUR COMPANY JTV...as my banker has also experienced the same problem with your company on his first purchase!! The fault is not me, as USPS already made clear and concise lawful information! All legal PROOFS HAVE BEEN PROVIDED. As next steps will be taken legally liable for $494.30 plus all fees associated with filings.

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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.

  Shortly before Christmas 2024 I ordered a gemstone bracelet. I received it in a timely manner and wore it once or twice. My complaint is not about my order but what happened after I returned it. I received notice it had been received and in turn received the credit a few days later. FOR THE SECOND TIME, SHORTLY AFTER ORDERING FROM JTV, THE CREDIT CARD USED WAS STOLEN AND ATTEMPTED TO BE USED. Different cards were used each time. This is not a coincidence. This company has security issues they refuse to acknowledge. Fortunately I have alerts on all my cards and the card companies are very excellent in protecting their cardholders.

  

  Business Response

  Date: 02/28/2025

  We are sorry that Ms. ****** has recently experienced issues with her method of payment.
  
  JTV takes the security of the payment system very seriously and is compliant with the Payment Card Industry Data Security Standard (PCI DSS).  The PCI DSS is a strategic framework designed to enhance payment security and is supported by all major credit card brands.  JTV maintains compliance and is subject to a yearly audit to confirm that all requirements are met or exceeded.
  
  We would recommend that Ms. ****** update her online account credentials for any accounts that include information associated with her method of payment. We also recommend updating security settings on any devices used to access the internet and maintaining appropriate security software where applicable.
  
  We are sorry that this situation has arisen and hope that Ms. ****** is able to work with her card issuer to reach a resolution. 

  Customer Answer

  Date: 02/28/2025

  
  Complaint: 22973063
  
  I am rejecting this response because:

  I am well aware of the methods in safeguarding all of my accounts. I have a fraud alert on my credit report. I have all of my credit cards set up to text me if an online purchase is made, or at a gas station, or anything over $50. I did a formal complaint because I want JTV to understand they have a problem. While they may be compliant, it’s not working. Someone is either hacking their network and getting the information or, someone in their offices is selling the information. They need to do an internal investigation. this particular instance of fraud was actually stopped by my credit card on my behalf. My credit is not the issue here. The issue is your inability to safeguard your customer’s information.

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

• Initial Complaint

  Date:02/17/2025

  Type:Delivery 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 ordered a 100.00 gift card from jtv. I never received the card. I called 4 times and was told to be patient that there was no tracking number on gift cards. I filed a dispute with DISCOVER. they absolutely lied and provided DISCOVER with a tracking number to another item. I am currently trying to reach someone at DISCOVER regarding this issue. When I called jtv regarding the issue again...this time twice...they gave me phone numbers to call. The first number was for QVC gift cards. The second number hung up when I called it. Neither company is being much help but jtv is out and out lying.

  

  Business Response

  Date: 03/04/2025

  We are sorry to hear that Ms. ****** did not receive her gift card. We have contacted Ms. ******, and a refund has been requested for this order. We will remain in contact with Ms. ****** to ensure that the refund is issued, and Ms. ****** receives the associated funds.
  
  We appreciate Ms. ******’s patience and understanding and hope that she will allow us another opportunity to serve her.