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:08/28/2024

  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 ordered a ring from JTV. My girlfriend did not like it. I returned the ring to JTV on the 17th of August , I called several times and supervisors have never called me back about the refund. I received the item in a smashed jewelry. i desire a refund.

  

  Business Response

  Date: 08/30/2024

  We appreciate Mr. ********** patience with the returns process and have entered a full refund for order 191497633. We apologize for any inconvenience Mr. ******** has experienced in association with his return and hope to remain his first choice for beautiful jewelry and gemstones. 

• Initial Complaint

  Date:08/14/2024

  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.

  I have been purchasing jewelry from JTV for many years now. I have a job that requires me to travel. Last week I had purchased a ring for $85 and immediately after the order went through, an ad popped up from JTV stating that I could receive $15 off of my new purchase. I put in my debit card information again and the ad disappeared. My bank notified me the next day and asked me if I knew of this new company which was called " Join Free Delivery". The bank told me it was an annual monthly fee of $20 per month which had nothing to do with a $15 discount on my new JTV purchase. When I called JTV customer service, they told me they knew nothing about "join free delivery." . . Which is a lie. When I ordered another ring from JTV a week later, that same scam came up again. This time I clicked on "no thanks". My bank now has to send me a new Debit Visa card which is an inconvenience to me. It also caused me extreme stress. Also, I work for the government so I need to travel. I was told by a representative that I have to open a Post Office Box in order to receive orders. JTV sent my 1st order, this week, to my hotel but cancelled my 2nd order. I did live in an Extended Stay America about a year ago and ordered over 2 years worth of jewelry from JTV without a problem. This new representative said that Extended Stay America did not come up as a hotel. I tried to reach corporate but customer service reps would not give me the number. I am very upset and dissatisfied with JTV. I feel like the company has become very greedy. Almost every representative tells me have a blessed day which now annoys me because it sounds hypocritical. I would like for JTV to resend my 2nd order( with the same sale price) to the hotel I am staying at. If JTV agrees to this, I will continue purchasing their jewelry. If not, I will have to find another company to do business with. It will be sad to say goodbye to such great jewelry deals.

  

  Business Response

  Date: 08/29/2024

  We are sorry that Ms. ********* recent experience was not a positive one. We apologize for any confusion and stress Ms. ******* may have experienced related to the popup advertisement she encountered on JTV’s website. As noted in JTV’s Privacy Policy available at www.jtv.com/privacy, JTV’s website may contain advertisements from third parties for their goods and services, which are unaffiliated with JTV. It appears Ms. ******* may have interacted with one such third-party advertisement in this case.
  
  Related to Ms. ********* shipping address and as a theft prevention effort, JTV’s standard policy is to not ship products to any address that is not a residence or that does not have a specific unit or mailbox designator for the carrier to deliver to. Hotels typically fall within this standard policy. If Ms. ******* is staying at a location that has a specific apartment or unit number that the carrier can deliver to, we would be glad to update our records accordingly if she so directs.
  
  We apologize for any inconvenience or miscommunication. According to our records Ms. ******* spoke with a representative who provided our corporate number of 865-692-6000 on August 14, 2024. For the most prompt assistance regarding any outstanding questions concerning this matter, Ms. ******* can contact our Customer Care department at 1-800-581-3002 at. We appreciate Ms. ******* ‘s business and hope to remain her first choice for jewelry and gemstones. 

• Initial Complaint

  Date:08/12/2024

  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.

  Merchandise not delivered. No way provided to contact company to address issue.

  

  Business Response

  Date: 08/26/2024

  On July 25, 2024, Ms. ****** placed online order 191359659 for items CTB887-9 and DOK194-9. Item CTB887-9 was not available at the time of the purchase and was a waitlist order. JTV Waitlist allows you to place a hold on an out-of-stock item. If that item becomes available again within 45 days, JTV will automatically place the order, keeping the same price as it was at the time of the Waitlist order. This item has not become available, so a charge has never been processed and the order has an auto cancel date of September 8, 2024.
  
  We do not show that there was ever an authorization for the payment on item DOK194-9 and the order was cancelled on August 18, 2024, due to not having a valid payment method to complete the transaction.
  
  We have contacted Ms. ****** to review the order with her and apologize for any confusion. Our goal is for our customers to be completely satisfied with their shopping experience.  We appreciate Ms. ******** business and hope we remain her first choice for beautiful jewelry and gemstones.

  Customer Answer

  Date: 08/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22122756, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:07/11/2024

  Type:Billing 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 an order with JTV and it keeps giving shipping dates and it never arrives. I called the company and complained and they said it's the problem of UPS and the USPS problem not theirs. I stated you chose to use their services, so it is your problem. My package has been sitting in Kanas city for 2 days with no pickup from the post office. They said as long as there is movement on the package their is nothing they can do. I want my order delivered. This is a continue problem with this company. They didn't suggest any solution to this problem. Not even a refund of the shipping fee. This is not a way to treat your customer!!!

  

  Business Response

  Date: 07/16/2024

  Ms. ********* placed an online order 190970929 for item BJH848-8 on July 3, 2024. The order shipped out on July 5, 2024, and according to USPS tracking was delivered on July 15, 2024.
  
  We have reached out to Ms. ********* to confirm that the shipment was received. We are sorry if this package took a bit longer than our shipments usually do and are glad to hear that Ms. ********* has received her items.
  
  Our goal is for our customers to be completely satisfied with their shopping experience and we hope Ms. ********* will allow us another opportunity to serve her. 

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21974980
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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 had made a purchase with company In June 2024. I used my JTV preferred card to pay. The order number was 190674152. Two CZ Rings. I received them and they did not meet my expectation. So I used the code 16 To return them. Sky# DOB-8887 and Sku# PRMI308-7. I called to see if I had a balance and to ensure my balance was taken care of with the returns. JTV Boast easy returns. This was not the case. I found I had a balance of 16.97. And not a thing to show for it. It is unfair business practice to inflict a bill which now falls under they have my property and are charging me some money still. I am mitigating the 16.97. or if they choose please return what originally paid for.they may not have for no item. I cannot give them free money. Also I every image of need to prove my case. Originals documents will provided upon request

  

  Business Response

  Date: 07/16/2024

  We are sorry that Ms. ********* purchase did not work out for her. As stated in our return policy available at **************** “Shipping, handling fees and processing charges are non-refundable.” The $16.97 remaining balance that Ms. ******* is seeing is for the shipping and handling on the two returned items.
  
  We have processed a refund for the $16.97 shipping and handling on order 190674152 as a one-time courtesy. We apologize for any confusion regarding Ms. ********* return and look forward to remaining her first choice for beautiful jewelry and gemstones. 

• Initial Complaint

  Date:07/02/2024

  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.

  They overcharged me on an order I placed and received from them.

  

  Business Response

  Date: 07/12/2024

  We are sorry for any confusion regarding Ms. *********** recent order. Online order 190740399 for item HBH045-10 was placed on June 21, 2024, with free shipping included in the discounts deducted from the purchase price. According to our records, Ms. ********* has spoken to a representative who has gone over the pricing and discounts on the order, including the free shipping discount that was included. We apologize for any confusion and are happy to help Ms. ********* with any additional questions or concerns she may have. 

  Customer Answer

  Date: 07/20/2024

  How could I answer whether or not this problem was resolved since this is only the second communication I have had from BBB?  The first was an email from BB stating that they had received my complaint, and the second was this.   

  This problem has not been resolved and since they have not responded to you, they have no interest in doing so or that they are losing a good customer.

  Thank you for trying.

   

  

  Business Response

  Date: 07/25/2024

  We have attempted to contact Ms. ********* to assist with any outstanding concerns she may have and were not able to reach her. Ms. ********* can respond to our email for assistance or call 1-800-550-8393 and one of our representatives will be happy to help. 

• Initial Complaint

  Date:07/01/2024

  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 had contacted JTV chat and spoke to a representative and explained to them that I travel for work and at times I am not home for months at a time. I received a pair of Judith Ripka hoop earrings, that were damaged out of the box. It came in small plastic zip baggie and when I put the earring on I couldnt even close it. Upon closer inspection the earring had a piece that had broken off right out of the bag. I asked to speak to a supervisor because the rep told me that I had placed that order in January and they only give you 30 days to exchange/refund. They transferred me over to a supervisor who told me the same thing that I had went past the 30 days and the best they could do for me was to have it repaired. Why would I want a pair of earrings that would most likely break off again? I just want to be able to exchange them to a different pair that has an omega back closure from Judith Ripka. I dont want a refund or to have the current pair repaired. I realize that it is past the 30 day window, but again i work for a company that I am not home at times for weeks or even months at time.

  

  Business Response

  Date: 07/15/2024

  We are sorry that Ms. ********* experienced this issue with her earrings. As stated in our Returns Policy available at JTV.com/returns, “We at JTV want you to be completely satisfied with your purchase. If you are not totally satisfied, just send it back in its condition “as shipped” to you within 30 days from the date of receipt for an exchange or a refund for the price of the item. No returns will be allowed and all sales are final after the 30-day return period. In JTV’s discretion, items received within 31-90 days of the day of customer’s receipt may be accepted and, if accepted, will be subject to a 25% restocking fee. We are unable to accept or process any returns received by us after 90 days from the date of customer’s original receipt of the item.”
  
  Although Ms. *********** order is well beyond the return period, we have reached out to let her know that a refund has been entered for her order as a one-time courtesy. We appreciate Ms. *********** business and look forward to remaining her choice for beautiful jewelry and gemstones.

  Customer Answer

  Date: 07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21921405, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/21/2024

  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.

  Well jtv dropped the ball, I ordered three rings. Jtv delivered one mossainite ring let the other two sit in the warehouse over a week until I called, then ups the carrier delivered to wrong address I immediately reported to jtv they file a claim a month ago and then they thought it was a fabulous idea to send the affidavit to my billing address knowing I'm in another state I constantly asked them to send the affidavit to my shipping address a month later they jtv has taken the stretch pay out of my account for unrecorded items plus no affidavit recieved still. These people need to immediately refund me

  

  Business Response

  Date: 07/05/2024

  On May 20, 2024, Ms. *** placed online order 190149199 for items P4013-8.5, P6893-8, and
  MFJ245A-9. All three items shipped from our facility via UPS on May 21, 2024, in separate packages.
  
  On May 29, 2024, Ms. *** contacted us to check on the shipments for items P4013-8.5 tracking number 1ZE310814228653299 and P6893-8 tracking number 1ZE310810328653264. At this time the UPS tracking information had not updated, so one of our supervisors confirmed that the items had shipped out and according to our notes, the UPS tracking did update on May 30, 2024, to reflect an estimated delivery date of May 31, 2024. According to current UPS tracking, both items were delivered on May 31, 2024. We filed claims for these packages on Ms. ***** behalf and full refunds were issued for both items on July 2, 2024.
  
  We are sorry this situation has arisen and are happy to help with any questions Ms. *** may still have regarding her refunds. Ms. *** can contact our Consumer Protection department at 1-800-931-7001, Monday - Friday from 8am to 6pm EST with any additional questions or concerns she may have. 

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21883534
  
  I am rejecting this response because: I contacted your consumer protection to no avail, it is ridiculous that the ball was dropped on jtv's end and ups yet the consequence falls solely on me, the neutral party in this all. I was under no obligation to pay for items I didn't recieve.
  
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 07/16/2024

  Given full refunds already having been issued, it is our understanding that Ms. ***** complaint has now been fully resolved. In any event, should Ms. *** have any further questions regarding this matter, she may contact our Customer Care Department by calling 1-800-550-8393 or our Consumer Protection department at 1-800-931-7001, Monday - Friday from 8am to 6pm EST.

• Initial Complaint

  Date:05/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/06/2024

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ********* *******