ComplaintsforJewelry Television

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a $2500 ring which never arrived. UPS lost my package and when I opened an investigation at the encouragment of JTV as I would receive a replacement or refund sooner if I filed a claim with UPS vs waiting to file one with JTV. When UPS finally admitted they could not locate the package, JTV CLOSED my account (after lying and saying they mailed me paperwork to fill out for a claim). When I never received the paperwork for the claim to get a replacement or refund and I received my next installment payment for the ring I NEVER received, I called them and told them they have some nerve to send me a nasty email looking for more money for something I NEVER RECEIVED> a nasty rep said she needed to look into my accoutn and notes (bc I had contacted them maybe 500 times in the 2 months I kept looking for a resolution with them (bc they never not once contacted me to try and help me and only shooed me away everytime i would reach out saying i needed to wait until such and such date only to do nothing. Anyway, the consumer protection agent was supposed to research and contact me back with a resolution and instead I got NO callback and my account was frozen and shut down. I want the REPLACEMENT or refund for my order I am paying for and I warn ANYONE wanting to do business with these scammers, STAY AWAY< they are AWFUL and have 0 customer service skills

• Initial Complaint

  03/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I, ****** ****** purchased an item over the phone with a Jewelry Television (JTV) sales agent. The transaction went through for a Cor De Rosa Morganite ring on March 25, 2023. As I continued watching JTV, I saw that they had the ring at a higher value than what I paid. I called back within the same hour and told them that they have the wrong item on the wrong Tray number. I ordered the item from (Tray#: 1, Item #: 11), I took pictures of what they had displayed on the screen and informed the Sales Manager. She agreed that the item was on the wrong number on the tray. JTV did not want to honor the price that it was listed as on tray# 1, Item# 11.

  

  Business response

  04/14/2023

  On March 25, 2023, Mr. ****** placed order ********* for JSA119-9, a 5.00ct round Cor-De-Rosa Morganite™ with 0.34ctw round white diamonds 10k rose gold ring, with one of our representatives. Mr. ****** did state that he wanted the ring in the number eleven slot on the tray presented on the show airing at the time. The agent placing the order gave the correct description and associated information for item JSA119.
  
  Mr. ****** called back approximately an hour later and spoke with one of our supervisors regarding his order. Mr. ****** felt that the ring presented on the tray was not the ring that he had ordered. The supervisor Mr. ****** spoke with was able to verify that a different item, WPG734, had inadvertently been placed on the tray in slot eleven instead of item JSA119. Although item WPG734 inadvertently appeared in tray slot 11, the specific product presentations during the live show reflected the full, correct details and pricing for both JSA119 and WPG734. Mr. ****** requested that he be allowed to place an order for WPG734, a 7.25ct Cor-De-Rosa Morganite™ 0.39ctw champagne and 0.24ctw white diamond 14k rose gold ring, for the same price listed for JSA119, a 5.00ct round Cor-De-Rosa Morganite™ with 0.34ctw round white diamonds 10k rose gold ring. 
  
  We are unable to match the price of JSA119 and WPG734 due to the significant difference in the carat weight of the primary stones and karat differences in the metal of the rings. Mr. ******** order was accordingly cancelled without his method of payment being charged given his expressed desire for item WPG734 instead of item JSA119. Nonetheless, we would like to do what we can to meet our goal of having our customers be completely satisfied with their shopping experience. 

  We have attempted to contact Mr. ****** to discuss options to redress this error for him. We look forward to his response and a satisfactory resolution. We appreciate Mr. ******** business and hope to remain his first choice for beautiful jewelry and gemstones.

  Customer response

  04/20/2023

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

  Customer states that he does not have any missed calls on him phone number to indicated JTV has been trying to contact him.
  
  Sincerely,
  
  ****** ******

  

  Business response

  04/27/2023

  We apologize that Mr. ****** had trouble reaching us. We have contacted Mr. ****** and were able to find a satisfactory resolution.
  We appreciate Mr. ******** business and look forward to assisting him in the future.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/18 I purchased a ring and they sent the wrong ring. I simply wanted them to exchange it for the right ring. They told me I had to repurchase the ring I wanted and send back the wrong ring. When they got it back and processed the ring they would refund the double charge. This will take about 3 weeks to process. Or I can send the wrong ring back and wait for them to process and then they would send me the ring I originally purchased. So either way I will either have to wait another month for the ring that they may or may not still have in stock or have my money tied up for a month while they correct the mistake they made.

  

  Business response

  04/04/2023

  On March 17, 2023, Ms. ******** placed online order 181174164 for VKB973-7, a Vanna K™ for Bella Luce® champagne diamond simulants and pink lab sapphire Platineve® ring. According to USPS tracking the package was delivered on March 23, 2023.
  
  Ms. ******** contacted us promptly on March 23, 2023, via our online chat service to inform us that she had received the wrong ring. The representative did go over the return instructions with Ms. ******** to get a replacement shipped. We apologize that the representative did not offer to get a replacement shipped to Ms. ******** immediately.
  
  We have contacted Ms. ******** and expedited a replacement and have reached out to confirm that Ms. ******** received and was satisfied with the ring she received. We appreciate Ms. ******** ‘s business and look forward to remaining her choice for beautiful jewelry and gemstones.

  Customer response

  04/27/2023

  The replacement ring that was sent was the wrong size. I ordered a 7, they sent an 8. I was told I could take the packing slip to the ups store and ship and the ups store said I would have to pay for shipping.  Just wanted to note this on the complaint.  Have received a return label since and will take another trip to  send back, but I would like case opened until I receive a full refund. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a birthday gift from this company on 2/07/2023 and received the item on or around 2/14/2023. Birthday was 03/15/2023 and I was made aware that the ring is missing 1 of the 6 stones. Emailed the company today to see what could be done about it and was told nothing that I could pay a minimum of $30 to have it fixed. It was received in this condition, but I can pay another $30 to fix it. I read the negative reviews about the same problem but chose to ignore it. I feel this is terrible business practice and others should be aware. Someone had to have known the stone was missing prior to shipping. I would've even been happy with an even exchange even though my trust in the company and the quality of their products are questionable.

  

  Business response

  03/29/2023

  On February 7, 2023, Ms. Legg placed online order ********* for TCG215-7, a 2mm round cabochon Sleeping Beauty turquoise 10k yellow gold 6-stone band ring. According to USPS tracking, the order was delivered on February 9, 2023.
  
  On March 17, 2023, *** **** contacted one of our Live Chat representatives to inquire about a return as one of the stones was missing from her ring. JTV wants our customers to be completely satisfied with their shopping experience.  Therefore, a thirty-day period is provided to inspect purchases and return without penalty, any item that does not meet requirements.
  
  As order ********* did not meet the return requirements due to the age of the order, the representative offered Ms. **** the option to have the item repaired and advised her of our general repair procedures.
  
  In an effort to go above and beyond to resolve this issue for *** ****, we have contacted her and offered to mail her a return label to have the item returned to JTV and inspected for a repair at no additional cost.
  
  Our goal is for our customers to be completely satisfied with their shopping experience. We appreciate *** ****’s business and look for**** to remaining her choice for beautiful jewelry and gemstones.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to place an order with JTV about 2 months ago. They informed me that I needed to call them because of an issue with my account. I called them and JTV proceeded to tell me I had a balance from my previous account at an address that's not mine. I looked up the address and it is a college in Blue Ash. I've never worked there or lived at that address. I informed them I never received any emails and or letters/bills pertaining to this because its not my account. I told them this account wasn't valid and didn't belong to me. My husband usually purchases jewelry for us at this site. They had my email but not my correct address. Then my husband tried to make a purchase and they sent the money back and shut down his account. No reason, no email. I continued contacting them to get the answers of why this account was allowed to be made and did not receive any response except that the account was made and a balance due. I sent copies of my identity theft id along with my real id to show my address and that i was a victim of identity theft. I was brushed off and ignored with no reasonable solution.

  

  Business response

  03/14/2023

  We apologize for any inconvenience you have experienced. Unfortunately, our records reflect that the account you recently opened does share some common account details linking it to an account that has since been closed due to noncompliance with JTV’s Terms and Conditions. We would be happy to investigate this matter further. For your privacy and security, you will need to contact our Consumer Protection department at 1-800-931-7001, Monday - Friday from 8am to 6pm EST for additional information and assistance in this matter.

  Customer response

  03/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: What account was opened recently? My husband has had an account for years there and now he cant order anything which makes no sense. He paid off whatever he owed and tried to order something and pay for it and you all accepted then rejected it. I sent you all paperwork with my address i have lived at for over 14 years along with my ID and my identity theft ID to show it wasnt me. The address you stated was used is a nursing college that I've never lived or worked at so that wasnt me. Even the last four digits of the card you sent me wasnt my card number. I've already spoken to you all several times. I've never received any correspondence until I tried to purchase something and then JTV said the account in question was from 2018.  My husband has ordered from there as recently as this year so explain that? It makes no sense at all. I think JTV is trying to pull a fast one and trying to pin somethin on us for no reason. I would think if they thought it was me, I would have received an email, letter or bill. Something. When I tried to order something in January THEN and only THEN, did they send me a message and I found out about the account in question. They still havent sent me any correspondence and cancelled my husbands order last week and his account with no warning, no letter and no explaination. I proved my case and they are still refusing to serve us as customers. IT sounds a little discriminative if you ask me.
  
  Sincerely,
  
  ****** *************

  

  Business response

  03/15/2023

  We are sorry for any inconvenience or stress this has caused *** ****** ************* and apologize for an inadvertent misstatement in our previous response. There was no new account opened, only a recent order on an existing account that had no activity for some time. Our records reflect that *** ****** *************** recent orders were cancelled because, unfortunately, the account they were ordered on shares common account details linking it to an account that has since been closed due to noncompliance with JTV’s Terms and Conditions. JTV readily welcomes new purchases of its beautiful products. However, our policies preclude us from processing orders that are associated with accounts that have been closed due to noncompliance.
  We have reached out to *** ****** ************* in order to answer any questions she may have. If *** ****** ************* has any additional information or documentation to share regarding these accounts, our Consumer Protection department would be glad to investigate further. Our Consumer Protection department can be reached at 1-800-931-7001, Monday - Friday from 8am to 6pm EST.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The necklace they sent me on order # ********* cost $119.61. It didn't look at all like the one that was advertised on their show or online. The tanzanite color was so pale I couldn't even tell it was real tanzanite. They were almost white. I returned the item and wrote on the return slip that it was defective and didn't look like the item advertised or online, but they only gave me a $112.62 refund, keeping $6.99 for shipping which I don't think is fair considering the item was defective in my opinion. I've sent them 2 emails which they have ignored and I left a bad review online. I'd like a refund of the $6.99 for the return shipping because of the poor quality of the item they sent me which I consider that to be defective.

  

  Business response

  03/08/2023

  We are very sorry to hear that *** ******* was not completely satisfied with order ********* for SZH121, a 2.16ctw marquise tanzanite rhodium over sterling silver heart shape pendant with chain.
  
  Per our Return Policy, as referenced on product invoices and at jtv.com/returns, a charge of $6.99 is deducted from the return credit amount to cover return shipping, and shipping, handling fees and processing charges are non-refundable.  Nonetheless, JTV’s standard practice is to refund return shipping fees if JTV confirms that an item was received by a customer that was defective or not as described. No two colored gemstones are exactly the same, and it is normal for some variations in color to exist. As a result, slight variation in color is not generally considered a defect that would trigger a refund of return shipping charges.

  
  Nonetheless, as a one-time courtesy, we will be happy to refund Ms. ********* return shipping on order ********* due to her dissatisfaction with the item. We did reach out to *** ******* via the telephone number listed on her account and left a message to advise her that we have processed a refund for her shipping consistent with her request.

  
  Our goal is for our customers to be completely satisfied with their shopping experience, and we regret that *** ******* was not completely satisfied in this case. We appreciate Ms. ********* business and look forward to remaining her choice for beautiful jewelry and gemstones.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been accused of not returning the merchandise. Jtv claims the item was not in the package. I received a refund for the other ring. But was told that the ring was not in package I returned.

  

  Business response

  02/23/2023

  On January 7, 2023, *** ****** placed order ********* for SDG285, a 1.00ctw round and baguette white diamond 14k yellow gold cluster ring. This order shipped out on January 8, 2023, and according to USPS tracking was delivered on January 12, 2023.
  
  *** ****** contacted JTV on January 26, 2023, stating that she had returned SDG285 and inquiring on the status of the return. According to notes entered on *** ******’s account, a package was received that was associated with order *********, but this package had a non-JTV USPS tracking number. Upon JTV’s receipt of this package, it was already open and had no product in it.
  
  When a JTV return label is used, insurance on the package is automatically included once the package is scanned by the applicable carrier. However, in situations where a non-JTV label is used to return a package, the customer is responsible for arranging for insurance on the package and filing a claim with the carrier if an issue with the return arises. Unfortunately, in this case, *** ****** did not purchase insurance on the return shipment.
  
  We have contacted *** ****** to discuss best practices and policies for returning items in the future. In an effort to go above and beyond and as a one-time courtesy, we have refunded her order in full. We appreciate *** ******’s business and look forward to remaining her choice for beautiful jewelry and gemstones.

  Customer response

  02/24/2023

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is regarding Order #********* *- PRE-OWNED PARK AVENUE COLLECTION(R) 0.25CTW GARNET & 0.17CTW DIAMOND 14K YELLOW GOLD HOLLOW CUFF BRA - P35398A. JTV has not processed the return/Refund in the amount of $486.10. Item was returned via USPS and delivered to: JTV Returns/190 Hayfield Rd/Knoxville TN 37922-2342. **** ******** ********************** **********t). Package delivered on January 10, 2023, 9:26 am. I contacted JTV CS on January 23 to check on the status. Received email with Ticket ID: 294608 (January 24th - Attachment). CS Rep from JTV indicated that package has not been received (Email communication, January 24 -- Attached). I am seeking help from BBB to help me recover the amount due for my return as stated above. Thank you.

  

  Business response

  02/06/2023

  We apologize for any delay related to *** *********** return of order 179045357 for P35398A, a pre-owned Park Avenue Collection® 0.25ctw garnet & 0.17ctw diamond 14k yellow gold hollow cuff bracelet. Unfortunately, it appears the processing of the return may have been delayed due to circumstances outside of JTV’s control. According to our records, order 179045357 was forwarded to our high-end returns team on January 31,2023 and a full refund has been processed on February 1, 2023.
  We have left *** ********* a telephone message and sent her an email to advise of the refund and apologize for any delay. We are very sorry that this situation has arisen and hope to remain *** *********** first choice for beautiful jewelry and gemstones.

  Customer response

  02/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18900079, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for a diamond ring. I received the ring, and upon opening it there was a card in the package saying they were crediting my account with them $40 dollars in brilliant cash. Brilliant cash is "their money" that you spend on your next purchase. Well that's been over a month and still no brilliant cash in my account. I've reached out 5or 6 times to customer service and have gotten the same response every time that they escalated my request and I would be receiving an email from someone or the credit will be in my account in a few days. No one has reached out to me AT ALL! I just want my credit that I was told I was going to receive! I want it so that I can purchase something so one would think the company would want to make another sell. As for the non response to my inquiry and the unprofessionalism of their customer service I find that unacceptable! Please honor your word. Thank you, ***** *****

  Customer response

  01/05/2023

  ***Document Attached***
  I have scanned a copy of the card that was in my package when I received my ring. It clearly states the Brilliant Cash would be added to my account.
  See Attachment/File: jtv.pdf

  

  Business response

  01/11/2023

  We sincerely apologize for the system error that prevented *** ******* Brilliant Cash being loaded to her account. The Brilliant Cash has been loaded to *** ******* account and we were able to contact her to confirm this.
  We appreciate *** ******* business and look forward to remaining her choice for beautiful jewelry and gemstones.
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted JTV over a ring sold to me for engagement that turned my fiance's finger green. JTV tried to sell me and anti-allergy spray as they were aware of this issue did not advertise it and use another product to profit from it. They will not give me a list of the alloys that are in the ring so i can trace what the allergy is to or if the ring complies with local laws regarding allergens. They agreed to have a resolution center get back to me in 48 hours, this was over a week ago and are obviously avoiding the issue.

  

  Business response

  01/10/2023

  Business Response /* (1000, 5, 2022/12/26) */ On July 20, 2022, online order 175981633 for TRE010-7, a 1.53ct oval Mahaleo(r) ruby 3k gold solitaire ring, was placed on account. The order shipped out on July 21, 2022. On December 10, 2022, contacted us via online chat and informed one of our chat representatives that their fiancé had a reaction to the ring. The representative advised that there could have bee a reaction to one of the metals in the ring and did mention a product that is designed to coat items to help prevent skin reactions and wear. Any gold item that is less than 24k is alloyed with other metals for various reasons, such as castability, to enhance or change the color, to foster affordability, to enhance durability and/or increase wearability. As with any 3K piece, this item is 12.5% gold. We do not have a listing available of the exact breakdown of the other alloyed metals and percentages for each individual piece. There are many factors that can lead to discoloration of the skin or jewelry piece due to reactions with the alloyed metals in an item. Such reactions can vary greatly from person to person. There are also many factors that can cause skin discoloration that may not be due entirely to the composition of the item. Unfortunately, we would not be able to determine what may have caused the discoloration in this particular case due to the number of involved factors. Given the number of involved factors and variation from person to person, we encourage customers to consult medical professionals concerning skin irritation or discoloration matters for specifically tailored advice and determinations. We have attempted to reach out to on several occasions via telephone and email in an effort to resolve this matter. As a one-time courtesy, we would be happy to waive any restock or shipping fees and offer a full refund for this order. We have emailed and advised that we can provide a return label if one is needed. Our goal is for our customers to be completely satisfied with their shopping experience. We are sorry that this situation arose and hope to remain 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. ↩