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Business Profile

Jewelry Stores

FRZN Jewelry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 an item and the company never sent it to me.

    Business Response

    Date: 06/21/2023

    Dear Sir or Madam,

    FRZN Jewelry is a high-end jewelry brand that sells luxury accessories online. 


    On May 27th, at 7:13 am CST in 2023, first-time customer *************************** purchased one of our most popular items, a "14mm Prong Link Chain Bundle - White ****** ********************** order total came to $38. On June 3, 7:13 am CST, the merchandise was shipped and Ms. *************************** received an accompanying email confirmation. At the time of writing on June 21, 2023, Ms. *************** order is en route to her home. We have experienced delays with this particular order. We sent an email notification to the customer, which is attached. 

    Because most of the merchandise at FRZN Jewelry costs more than the average jewelry products, we take great care to provide exceptional customer service before and after the transaction. Our product descriptions are extremely detailed, we follow up with customers after each purchase to ensure satisfaction, and our refund policy allows product returns for any reason.

    But despite our best efforts, ****************** filed a report, claiming that the products did not arrive. We are disputing this claim with evidence that validates the quality of our merchandise. Because the evidence showed the merchandise did indeed ship and is en route to arrive at her home. 

    We are providing the attached compelling evidence. As our policies clearly state, FRZN Jewelry would have been happy to resolve any issues directly. However, ****************** did not give us the opportunity. For these reasons, we ask that this situation be resolved promptly and amicably.


    Please contact our team if you have any questions about this case.

    Sincerely,
    The **************** team at **********************


    Customer Answer

    Date: 07/11/2023

    I still have never received this product.  

    Tracking: 92001903380938487755252442

    2023-06-07 01:22
    *******, ** *****, Departed Shipping Partner ********* **** Awaiting Item -> Your item departed a shipping partner facility at 1:22 am on June 7, 2023 in *******, ** *****. This does not indicate receipt by the **** or the actual mailing date.
    2023-06-06 01:22
    *******, ** *****, Departed Shipping Partner ********* **** Awaiting Item
    2023-05-29 07:57
    *******, ** *****, Picked Up by Shipping ******** **** Awaiting Item
    2023-05-29 03:57
    *******, ** *****, **** Awaiting Item, Shipping Label Created

    Customer Answer

    Date: 07/12/2023

    Good afternoon - 

    I had filed a complaint last month regarding the company "FRZN" for having ordered a product and have not received it.  *********** insists that it was mailed out on May 29, however, the tracking number that was provided (attached in the accompanying documentation) indicates that it was waiting for the product and it never left the shipping company.

    Today I reached out to FRZN again to let them know that I still did not receive the merchandise and was filing another complaint with BBB they gave me another tracking number, however, I receive the same message, that the shipping company is waiting for the product, and has been waiting now for several days.  This time the company is saying that it is being shipped from a company in Jamaica, **, however, the product is not moving. This is the same message I kept receiving 2 months ago.   The original "shipping partner" that they were waiting for the product is by Hysan LLC GDE.  A ****** search of that company shows that many people have filed complaints that this company is a bogus shipping company that provides invalid tracking numbers and gives the impression that the item is being shipped, however, the product doesn't actually get mailed.  (**************************************************************************************************).   Their scam is that they provide invalid tracking numbers which makes it seem that the package was shipped, but it never is.

    I contacted my bank to also file a fraud case with them and they advised that they only have 60 days to proceed with the fraud case so my belief is that this company is trying to wait out the 60 days.   The address that is listed on their company website: ****************************************;  lists an address located at **************************************************************, which is also the address that comes up on my credit card statement for the charge from this company.  

    The address listed on this company's website points to "*****************************" which I'm guessing is their PO Box. 

    Customer Answer

    Date: 07/14/2023

    I am rejecting this response because:   

    Good afternoon - 

    I had filed a complaint last month regarding the company "FRZN" for having ordered a product and have not received it.  *********** insists that it was mailed out on May 29, however, the tracking number that was provided (attached in the accompanying documentation) indicates that it was waiting for the product and it never left the shipping company.

    Today I reached out to FRZN again to let them know that I still did not receive the merchandise and was filing another complaint with BBB they gave me another tracking number, however, I receive the same message, that the shipping company is waiting for the product, and has been waiting now for several days.  This time the company is saying that it is being shipped from a company in Jamaica, **, however, the product is not moving. This is the same message I kept receiving 2 months ago.   The original "shipping partner" that they were waiting for the product is by Hysan LLC GDE.  A ****** search of that company shows that many people have filed complaints that this company is a bogus shipping company that provides invalid tracking numbers and gives the impression that the item is being shipped, however, the product doesn't actually get mailed.  (**************************************************************************************************).   Their scam is that they provide invalid tracking numbers which makes it seem that the package was shipped, but it never is.

    I contacted my bank to also file a fraud case with them and they advised that they only have 60 days to proceed with the fraud case so my belief is that this company is trying to wait out the 60 days.   The address that is listed on their company website: ****************************************;  lists an address located at **************************************************************, which is also the address that comes up on my credit card statement for the charge from this company.  

    The address listed on this company's website points to "*****************************" which I'm guessing is their PO Box.

    Business Response

    Date: 07/15/2023

    Hello,

    Thank you for reaching out to us again. As previously stated, we had to reship all of our customer orders, which were delayed.

    Based on the attachment, we see that the estimated delivery date is July 17.

    Here is the tracking number if you choose to check for your own records: 92487902816707910005608496

    Let us know if you need any additional information. It is deepest desire to fulfill our customer's needs.

    We are a small team, but we give our word that we will always correct any situations as soon as possible.

    Best regards,

    FRZN Jewelry Support

    Customer Answer

    Date: 07/17/2023

    I have reviewed the business response and accept this resolution. 

    I ended up receiving the product today. thank you for your assistance in resolving this for me! 

FRZN Jewelry is NOT a BBB Accredited Business.

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