Complaints

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:10/22/2024

  Type:Service or Repair 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.

  Hi, on 10/6/2024 I emailed customer service asking for help with replacing a charm on an earring that a friend had gifted me about 2 years ago. I signed up for an account in hopes that I could purchase another but the item is sold out. I received an email back right away from ***** asking for an image of the earrings and then my address. I was so happy thinking I was going to be helped with this situation. I heard nothing back after sending the image of the earring.I sent another email with a picture and received another email this time from ***** asking what the name was of my friend who gifted me the earrings and that she was going to try and look up if she had an account. I provided the name as requested and never heard back. I emailed and asked what the status was. No response again. I then sent one last communication on the contact us page stating how I was so disappointed to receive no response back. Basically being ignored and I said that was fine if they couldnt help me but hearing back would be nice and appropriate customer service instead of just leaving me hanging. Im so disappointed and will not be recommending this company to anyone. Everything was a complete waste of my time and showed me the company didnt try to resolve my issue or even offer me some kind of suggestions of how to purchase another charm.

  Business Response

  Date: 11/05/2024

  Hi, Thank you for reaching out, and I sincerely apologize to the customer for the disappointing experience she had. Weve recently been undergoing a major system transition that has unfortunately affected our communication channels, leading to significant delays in responses and some missed follow-ups. After we were settled, on the 25th of October, I wrote to her requesting her to share the order number or email address of the friend who gifted her the earrings so that we may look into this further. She replied and when I checked, I saw that the order was placed on the 20th of June 2023. We were hoping to get a replacement sent out to her but unfortunately, it was way outside our windoe period to have this done. What we did is, we offered a 50% discount as courtesy so that she may proceed to order a new one. She then replied and requested for free shipping as well but unfortunately, this was not possible since the 50% discount was already a huge discount. Please see the attached screenshots. We totally understand the communication was delayed but at the end we tried to make it up to the customer. 

  Customer Answer

  Date: 11/05/2024

  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:09/20/2024

  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.

  I purchased a necklace on August 18, 2024, and have not received it yet. I have emailed the company two times to check the status, but have gotten no replies. I also tried calling the company, but the number on the BBB website is incorrect. I would like to find out when my order is expected to be delivered.

• Initial Complaint

  Date:02/05/2024

  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 ordered items from this company for my wife under her email for Valentines Day and spent $98.36 on items that not only do not look like what was pictured in quality (photos are clearly filtered on their website) but also made her break out in hives about 20 minutes into wearing them. They post on their website that this does not happen due to sensitive skin and being nickel free. These items look like something a dollar store would sell. Additionally, they have a promise of money back on full price items but they do not offer items at full price. When I ordered them, there was a 30% off sitewide sale posted that said ends tonight. When I went on last night to start the return process, that sign was still up with the exact same countdown. Its false advertising so they can push their junk on people and take their money. The items themselves look nothing like the quality they show and they clearly use filters to make it look better than it is. It is terrible product. I will gladly send these back for a refund. If the quality of their products is this terrible, I have no good use for a credit as this isnt even stuff I would gift my worst enemy. Just another scam company on social media taking hard working peoples money. I was very much looking forward to getting these as their ads pull at peoples heartstrings and this messages behind what they claim was meaningful to me but I am sure that is part of their ploy as well. Its pretty disgraceful actually. *** provided a photo of their sale ends tonight ploy which never actually ends so they can continue to send junk without refunding people.

  Business Response

  Date: 02/12/2024

  We assured the customer that we would be able able to issue a full refund onto the original form of payment and also sent them a courtesy prepaid return label when normally the customer is responsible for return shipping when they request a refund. Our product information also clearly states our jewelry is either 14k gold or silver plated over brass. Its never our intention to deceive our in anyway with the materials we use for allergy purposes specifically. 

  Customer Answer

  Date: 02/12/2024

  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.
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:01/19/2024

  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.

  On Tuesday, January 2, I ordered two You are my sunshine necklaces. Order number ********. I got an email saying it was delivered on January 8 but I never got them.

  Business Response

  Date: 01/19/2024

  Hi, The customer reached out for the first time on Friday 1/19/2024 and filed this complaint with BBB without an opportunity to resolve the issue with her order.
  
  The customers tracking information showed their package has been delivered but the recipient did not receive it. Our policy states, that Bryan Anthonys is not responsible for lost or stolen packages but we do offer shipping insurance for instances like these. I have attached a screenshot of our shipping insurance policy.  

  Her original also order did not have shipping protection. Our procedure when we receive a situation like this is to offer help filing a search request ***** If **** states they are unable to locate the package, we typically offer the customer a courtesy replacement without additional costs or a store credit in the form of a gift card.

   We have offered the customer a replacement or store credit and are awaiting a response. 

• Initial Complaint

  Date:12/28/2023

  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.

  On December 18 I purchased online a pair of Tribal Friendship earrings for $33.63 from Bryan *******, ******, **. Order #********. also purchased the additional insurance in case something happened to my order. Bryan ******* says my order was delivered to my home on December 22, however I never received it. I have tried phoning the company but the message says they are unavailable. I have emailed with no response from them. I have tried their online "chat" to resolve the problem but that doesn't work either. I feel as if they took my money and will not help me now, even after I purchased their insurance that was supposedly to guard against instances like this. I feel as if I'm being ghosted. Is this company real or a scam? I am a retired teacher living on my pension and $33.63 is a lot to me. Thank you for your help.

  Business Response

  Date: 01/02/2024

  Our company does not operate on the weekends and we also observed Christmas Day on Tuesday the 26th which caused delay in responding to ******. We have since responded and the customer has been taken care of. 

  Customer Answer

  Date: 01/03/2024

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:12/28/2023

  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.

  Purchased the ring in ***** of 2022. Gifted it in November of 2022. It has been worn minimally for special occasions and placed back in the box when not in use. The stones have started falling out and upon contacting the company I was told this is to be expected with fashion jewelry (**** customer service, ********************** words). She proceeded to offer me 50% off another purchase. Im not sure why I would spend more money on a product that is not advertised as fashion jewelry and is faulty. I responded to her offer, as this was her request for me to respond, only to be ghosted. The beautifully broken fashion jewelry ring is now literally broken.

  Business Response

  Date: 01/02/2024

  ***************** originally purchased from ** on April 8, 2022. Our original warranty for jewelry replacement due to damage was a year and we've recently update our warranty.  We have offered a replacement to Elle and are now awaiting her address confirmation to ship her replacement. 

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  Bryan Anthonys offered a replacement free of any charges. While I realize Im getting the same quality of item, this is the best I will get from this company. I would have preferred the money back as per my original request. The choice to ignore my refund and give a replacement of a low quality product has solidified my resolve not to purchase from or recommend doing so from this company. 
  
  Regards,
  
  Elle

• Initial Complaint

  Date:06/01/2023

  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 purchased a sea seeker necklace for $48. Order # ********. I received an email from the company stating it was shipped 5/18/23 and delivered to our mailbox 5/22/23. I have not received anything. I have send 2 emails and attempted to contact the company with no response.

  Business Response

  Date: 06/01/2023

  I can confirm the customer reached out our after our operating hours on Wednesday 5/31. A Bryan Anthonys customer service representative has responded to the request and we are now waiting for the customers response. 

• Initial Complaint

  Date:12/29/2022

  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 2 neckalces online from Byans *******'s on November 26, 2022. Upon tracking the package, filing a claim with ***** and receiving a call from my local postal office, it has been dertemine that the package is lost and will not be located because of the time that it has been missing. I reached out to the company, Bryan *******'s and was told that I did not pay the extra $1.00 to insure the package and therefor there is nothing that can be done and they are not liable. I did pay for first class shipping and did not realized I needed to check a box that was imbedded into the checkout page to insure the package. They offered me a 50% coupon (most items on the websire are already 40% off) and a return label to ship the items back if I do receive the package for a refund. I have reached back to BA and told them my local **** called and they will have not been able to locate the package AND the sender needs to file a claim for to be reimbursed for the loat items. They replied that they have filed a search request even thought I have told them the package is lost. Upon investigating this issue through the ***** it does appear that the seller is YES, responsible for the lost package and therefore must refund my money or resend the identical items. The total I paid for the 2 items is $69.76. I have since repurchased on e of the necklaces as it was a gift at $42.24. I did not use the 50% coupon as I felt this was not equal compensation for the lost items.Also plase note that I also requested to be updated on any communication that they received from the ****. Noting has been sent except for a response that a search request.

  Business Response

  Date: 03/08/2023

  Bryan Anthonys is not responsible for lost or stolen packages, which is why we offer our customers shipping insurance. This information can be found in our FAQs as well as our checkout page. When we initially filed a delayed package search with **** we issued a courtesy refund to the customer for the **** First Class shipping she originally purchased. When she purchased her replacement order she received 30% off and we refunded her an additional 20% off to equal 50% off which we offer to our customers who opt out of purchasing shipping insurance. I have included screenshots of the refunds we have issued back onto her original form of payment. If there are any further concerns, please let us know. Thank you~  

• Initial Complaint

  Date:09/26/2022

  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.

  Hi there, I ordered two you are my sunshine necklaces for myself and my mum. Unfortunately after only a couple of months of wear, taking it off when showering and in water, my necklace has tarnished badly. The chain where you connect it has almost fully turned bronze from gold and also the Bryan *******'s symbol. The sun symbol is also scratched which I feel unhappy with as it shows the quality of the product is poor, as this has happened so soon. I have contacted Bryan *******'s but have heard no reply. I feel with the amount of advertisment and marketing, the reviews of products on their site and the prices, the products should be of better quality. I also feel unhappy that the chain where you attach it to the desired length and the company logo constantly move around to the front of the necklace. I feel this takes away from the symbol you bought to show on your neck. I understand this may not be helped but it does feel like a slight design fault. My order number is #******** and they shipped my package on 5th July 2022. I paid $44 per necklace for 14k gold you are my sunshine necklace. I look forward to hearing back,Many thanks,***********************

  Business Response

  Date: 09/26/2022

  Hello,

   

  I am so sorry to hear this. I have issued a full refund back to card on file. If there is anything else I can help with please reach out to our customer experience team at ******************************************. 

   

  Thank you, and again, our apologies. 

  Customer Answer

  Date: 09/27/2022

  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.
  
  Regards,
  
  ***********************