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:12/20/2023

  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.

  Good morning, There are a few issues here: a) the jewelry that they claim will be sent for testing is not confirmed with the customer although they state they may send test jewelry in fine print - thus is unsolicited. b) there was a claim by the company that they provided an extra 15 days due to my shipping delay which seemed to have been revoked. c) there is a lack of communication between the company and myself which needs to be addressed.As can be verified by the opposing party on the 22/10/2023, I selected their FREE jewelry offer which came with a fine print asking to evaluate two other jewelry pieces for 25 days. At the time, I was confused as when it came to the point to confirm my order I was only informed I would be receiving a jewelry piece and did not expect any additional fees at that point. When the company attempted to charge my account I began to look into it by emailing their support team who informed me that Upon reviewing your account, I see that we never received these pieces back, even after providing an additional 15 days to account for any shipping delays. Hence, we assumed that you were in love with the trial pieces like most of our other customers and only charged you $24.99 for each piece you kept, despite being valued at $99 each. 15 days that I was not informed of, and a delivery I was unaware had even arrived due to no notification of the delivery. After pointing out that based on the extra 15 days that they claimed to have added onto the account I would be in my right to return said goods as the expiration would be 16/12/2023; the claim was made that there was no delay in the shipping - which after assessment appears to be untrue as it was delivered after 9 working days (the delivery service chosen is to be delivered between 4-8 days for items under 4.4 pounds). This would not invalidate the statement of 15 days extra - I requested to return the items on the 11/12/2023 which falls within the timeline.

  Business Response

  Date: 12/20/2023

  Customer placed the order on October 22 and it was shipped to them on October 24. Customer received confirmation email on October 22 and a shipping confirmation email with tracking on October 24. Products were delivered on November 6 per ***.com:
  

  Your shipment *** tracking 802509129800635587
  Delivered On  Monday, November 06 at 1:03 P.M

   

  On December 10, customer canceled the account online stating "I was looking for the jewelry it never arrived. I was waiting for months". Customer now states they have the jewelry all along and now want to return it.
  

  Customer had ****** in home trial and was charged on December 6 -- 30 days after receiving the pieces.

  The membership program and the free jewelry offer are explained on our home page, ************************************, under "How It Works". The terms of the program were also listed on the confirmation page when completing your order and included in the confirmation email sent to the email address you provided. We also ask our customers to check a box stating that they read and agreed to the terms of the program listed on the order page. We do our best to ensure that all our customers can review, understand, and agree to our offer terms before proceeding with their order. Should you need to reread this information, you can find all the details on our Terms & Conditions page, which you can easily access on our website at the bottom of every page.

   

  Customer Answer

  Date: 12/20/2023

  I am rejecting this response because:

  Based on the businesss response it appears they have not reviewed my complaint in its entirety and are relying on the statement of reason for cancellation on their website to hope it does not affect their rating - which is no longer relevant. The fact remains that there a) was a delay. b) there was a claim by the business that they reviewed my account and provided an extra 15 days to cancel considering any shipping delays and return the items as can be seen by the email responses. On this notion the cancellation falls within their timeline.

  Business Response

  Date: 12/28/2023

  There is nothing more for us to state other then previous reply:

   

  Customer placed the order on October 22 and it was shipped to them on October 24. Customer received confirmation email on October 22 and a shipping confirmation email with tracking on October 24. Products were delivered on November 6 per ***.com:
  
  Your shipment *** tracking 802509129800635587
  Delivered On  Monday, November 06 at 1:03 P.M
  
  On December 10, customer canceled the account online stating "I was looking for the jewelry it never arrived. I was waiting for months". Customer now states they have the jewelry all along and now want to return it.
  
  Customer had ****** in home trial and was charged on December 6 -- 30 days after receiving the pieces.
  The membership program and the free jewelry offer are explained on our home page, ************************************, under "How It Works". The terms of the program were also listed on the confirmation page when completing your order and included in the confirmation email sent to the email address you provided. We also ask our customers to check a box stating that they read and agreed to the terms of the program listed on the order page. We do our best to ensure that all our customers can review, understand, and agree to our offer terms before proceeding with their order. Should you need to reread this information, you can find all the details on our Terms & Conditions page, which you can easily access on our website at the bottom of every page.

  Customer Answer

  Date: 12/28/2023

  I am rejecting this response because they still havent really responded to my complaint. 

• Initial Complaint

  Date:12/12/2023

  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.

  My mother, a senior struggling with cognition, inadvertently accepted an offer from this company in 2022. After her very first delivery, which she likely lost and did not return, I paid the company off, and cancelled her account over the phone. I later saw another bill, which I again paid, assuming it was something that occured before the cancellation took effect. I now see they sent her something in September of 2023, and are charging her for it. They continue to target her, despite the cancelled account. the latest email I discovered had no invoice number but stated the following:"As a reminder, on 09/19/2023, your order was shipped through *** with the tracking # ******************.You've decided to keep additional jewelry pieces we sent you to try for 25 days, and a payment of $24.99 is due for each piece, per our agreed-upon terms of service. Please submit your payment of $49.98 owed to avoid additional LATE FEES and PENALTIES.Please use the secure payment link below."This company targets vulnerable people and this falls under the category of elder abuse.

  Business Response

  Date: 12/12/2023

  We do not show any calls made to customer service for this account, Customer #******. We do show we emailed the customer cancellation instructions per their request but the customer did not cancel the account. We also show the customer has taken advantage of the free jewelry offer on 3 separate occasion on 09/08/2020, 05/11/2022 and 11/02/2022 so customer was familiar with the subscription program.

  Because the account was still active, we shipped to the customer 2 jewelry trial pieces on September 19, 2023. Below is the *** tracking showing it was delivered on Sept 25.
  

  Your shipment *** tracking #******************
  Delivered On Monday, September 25 at 2:10 P.M.

  The account is now canceled. As a one-time courtesy, we have also marked the last set as returned so the customer will not be billed for it. There will be no further shipments or charges.

   

   

• Initial Complaint

  Date:12/11/2023

  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.

  Initially placed as a free jewelry and then I've notice that my card keeps getting charged and very poor quality jewelry being delivered. I'm maxed out on my card and they keep attempting the charge every day for the past week. There is no phone number to contact them and they don't even mail an invoice or send an email verification. I've attempted to contact them via their website, with no response and they have a page set up for cancellation requesting information not provided:Account Update To update your account, enter verification information and click Continue.1. Enter email address which you used to place the order Email 2. Enter one of the following values to verify your account Customer Number Order Number Last 4 Digits of Card Number

  Business Response

  Date: 12/28/2023

  Customer was shipped last set on October 24 and it was delivered on October 30. *** tracking ****************** delivered On Monday, October 30 at 12:33 P.M. Customer's trial ended 25 days later. Customer emailed through our website on 12/11/2023 11:01:46 AM asking to cancel and was emailed cancel instructions same day. Customer then called on 12/11/************* AM and was canceled at that time and a cancellation email was sent at that time. So not clear on why customer states 2 weeks later that there is no way to contact us. As a courtesy, we have marked last set so customer will not be charged for them.
  

   

   

• Initial Complaint

  Date:10/28/2023

  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 never gave consent to charge my account for $49 and some change yet they did

  Business Response

  Date: 11/13/2023

  The membership program and the free jewelry offer are explained on our home page, ************************************, under "How It Works". The terms of the program were also listed on the confirmation page when completing your order and included in the confirmation email sent to the email address you provided. We also ask our customers to check a box stating that they read and agreed to the terms of the program listed on the order page. We do our best to ensure that all our customers can review, understand, and agree to our offer terms before proceeding with their order.Customer canceled their subscription through their account online on 10/30/2023 12:42:05 PM so there will be no further shipments or charges
  

• Initial Complaint

  Date:10/02/2023

  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 feel these ppl are tricking customers into thinking they get something for free then they send u something u didn't even ask for just so they can take ur money I didn't agree to any other jewelry besides the one they said was free then they sent other jewelry with it and said if I didn't send it back within 30 days they would charge my account which I wasn't aware of and I didn't see anything stating I would have to pay for plastic jewelry that cost 49 dollars if I would have known I was going to be charged for jewelry that I didn't ask for then I would have never signed up for anything it's not worth my money now I can't send it back

  Business Response

  Date: 10/11/2023

  The membership program and the free jewelry offer are explained on our home page, ************************************, under "How It Works". The terms of the program were also listed on the confirmation page when completing your order and included in the confirmation email sent to the email address you provided. We also ask our customers to check a box stating that they read and agreed to the terms of the program listed on the order page. We do our best to ensure that all our customers can review, understand, and agree to our offer terms before proceeding with their order.

  The customer's account is now closed per their call on 10/01/2023 07:22:57 PM
  

   

• Initial Complaint

  Date:09/29/2023

  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 signed up to Nikola Valenti's free necklace offer on 07/08/2023 and was also sent two extra jewellery pieces to try. The only stipulation mentioned in the order confirmation email, was that I return the extra pieces within 30 days if I decided I didn't want them. I did this and they confirmed they had received them and I wouldn't be charged. I thought that was the end of it until I received two more jewellery items after a few weeks, which I didn't order. I contacted them as I thought it must be a mistake. Their response was that I have an open, active account with them which means they will send me jewellery I don't want every few weeks. Nowhere in any of the prior emails did they mention that I need to actually close my account in order to stop receiving their jewellery. I told them I am happy to send the items back as long as they pay for postage, which they refused. Terrible customer service and very sneaky business tactics.

  Business Response

  Date: 09/29/2023

  Customer confirms they signed up and agreed to the Terms by checking box that they agree to try out our jewelry subscription program. All the information was provided on our website under How it Works".

  After receiving the pieces at home, customer asked to return the 2 trial pieces (see their comments below). Customer was emailed return instructions and customer did return the 2 trial pieces on time and were not charged for them. Customer kept the free piece as promised for trying out our service. Customer did not cancel so they received another 2 pieces to try at home. Customer canceled ****************** at 09/29/2023 08:12:46 AM and was emailed cancellation confirmation email with return instructions for the 2 trial pieces.

  08/16/2023 03:29:50 PM Customer Feedback:
  Hello, I have received the free necklace that you sent to me. It is very beautiful, thank you! I have chosen not to keep the other two pieces sent to me, may I return them please? Thank you.

• Initial Complaint

  Date:06/07/2023

  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.

  My problem is that I sent back two shipments to them and I don't recall being reimbursed for them. Also, I had been contacting them regarding getting a shipping label prepaid to send the items back and they too k too much time in responding and then charged the item to me. I returned the items, but don't recall getting a refund. I also enclosed a note cancelling the service and I just got another package as I didn't think their jewelry was any higher priced than any other plated jewelry at the store and I can pick out what I want. I would much rather they send a magazine and jet me luck what I want. They would get less returns. That way I can either order or not. Or/ Let us know when the shipment comes what the next two pieces would be so we can either accept then by returning the acceptance or not receive at all that next time. That would save them all n postage and save us the trouble of sending it back.

  Business Response

  Date: 06/07/2023

  ******** returned the first and 3rd sets of jewelry on time during the trial periods and was not charged for them. Customer did not return the 2nd set during the trial period and was charged for the 2 pieces kept on March 25th. We gave customer 15 extra days after trial period ended. Looks like the customer finally returned the pieces in May and we sent them an email that we would be happy to return them at no charge.

  Customer did email ** on February 13, February 14 and again on February 15 asking for return labels and we replied same day each time explaining we do not offer that.

  Customer's account is now closed. Looks like we have already shipped another set to the customer on May 23. As a courtesy we have marked that set as returned so customer can keep those pieces at no charge.
  

   

• Initial Complaint

  Date:05/23/2023

  Type:Billing 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 have been receiving this jewelry for about a year now. I did not want any of it. I never ordered anything from them. Then a couple of weeks ago they sent me a bill with past due charges added. I told them I would not pay it. Then they said just pay the bill without the past due charges. So I agreed to pay it if they would take me off their mailing list. I just received another one in the mail. What should I do?Package ID *******

  Business Response

  Date: 05/23/2023

  On March 13, customer service sent following email to customer with instructions how to cancel the account.Customer never canceled the account which is why they were sent another set to evaluate. As a courtesy, we have marked the last set as a gift so the customer does not need to return it and will not be charged for it. Customer's account was also canceled so they will not receive any more shipments or charges.
  

  ************************

  On Mon, Mar 13, 2023 at 1:38?AM Nikola Valenti **************** <*****************************************************> wrote:

  **** ,
  
  If you no longer want to continue receiving these no-risk jewelry
  pieces to try, canceling your participation in the program is simple.
  Just visit our website ******************************************** and follow
  the instructions.
  
  Please note you cannot cancel the account until your overdue invoice has been paid.
  
  Wishing you a sparkling day!
  
  Nikola Valenti ****************
  *****************************************************

  Customer Answer

  Date: 05/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/17/2023

  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.

  This company niko avalentii said they sent me jewlery and I did not pay them $49.98. I never ordered from them and I never recieved anything from them. They said order was 4-12-22. tracking # **************. Please help me I don't know what to do??

  Business Response

  Date: 05/18/2023

  Customer placed an order on 04/10/2022 05:20:27 PM. The name and address information matched the credit card billing address and CVV code matched. Customer also received an order confirmation email to this email address and then next day received a shipment confirmation email to same email address which included *** tracking information for customer to track package. Customer's payment was declined and we've tried numerous ways to reach the customer to make payment since the trial pieces were not returned.

• Initial Complaint

  Date:05/04/2023

  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.

  January 19th 2023 I called my deaf boyfriends bank account because he is legally deaf and realized Nikola Valenti jewelry had taken money out of his account and put him in negative. I called canceled account and asked to be refunded because 1 I never received package and 2 I NEVER signed up for account. They said we'll submit request and we'll email you. NEVER got that email. Then tonight (four months later) they do it again and this time tell me I NEVER called to v let them know anything and once again they will submit request and email me. I am furious. Not only is his accountvoverdrawn because they stole his money but he thinks I'm making it up. This place is terrible.

  Business Response

  Date: 05/08/2023

  Customer did call on 01/19/2023 02:32:54 PM and requested we cancel their account which we did at that time and email was sent at that time with instructions to return the last set. Copy below. Customer did not return the 2 trial pieces sent January 7 as instructed in the email below.
  

   

  ***********

  Nikola Valenti Cancel Confirmation
  
  *****,
  
  Thank you for trying our jewelry!
  
  This serves as a confirmation that on 01/19/2023
  you have successfully canceled your account # ******.
  
  Regarding your order # ******* shipped on 01/07/2023:
  White gold plated twisted circle gem necklace
  White gold plated waterdrop dangling earrings
  
  These two trial pieces are just $24.99 each
  which, as you know, is up to 80% off the store price for
  similar jewelry products because we sell them directly to you.
  
  If, like most of our customers, you like all jewelry pieces -
  and we know you will - then do nothing!
  
  If you do choose to return any trial jewelry pieces, your
  return confirmation number is ******. This confirmation
  number must be included on the outside of the package with
  the returned jewelry. If the confirmation number is not included,
  it may delay ** processing the return and may even result
  in an inadvertent billing for the trial pieces.
  
  Return the trial jewelry pieces to:
  
  Nikola Valenti
  ******************
  Return # ******
  P.O. Box 1510
  **********, ** 28075-1510
  
  If our ****************** does not receive the trial jewelry
  pieces within 30 days, you will be billed to the card on file
  for these trial pieces.
  
  We strongly recommend you use ************** with
  Delivery Confirmation for your return so you can track when
  the package was sent and delivered. Otherwise, we cannot be
  responsible for lost or undelivered packages.
  
  Questions? Please email our friendly customer service
  at *****************************************************
  
  Have a great day,
  
  Nikola Valenti Customer Service
  *****************************************************

   

  Business Response

  Date: 05/12/2023

  Customer did call on 01/19/2023 02:32:54 PM and requested we cancel their account which we did at that time and email was sent at that time with instructions to return the last set. Copy below. Customer did not return the 2 trial pieces sent January 7 as instructed in the email below.
  
   
  
  ***********
  
  Nikola Valenti Cancel Confirmation
  
  *****,
  
  Thank you for trying our jewelry!
  
  This serves as a confirmation that on 01/19/2023
  you have successfully canceled your account # ******.
  
  Regarding your order # ******* shipped on 01/07/2023:
  White gold plated twisted circle gem necklace
  White gold plated waterdrop dangling earrings
  
  These two trial pieces are just $24.99 each
  which, as you know, is up to 80% off the store price for
  similar jewelry products because we sell them directly to you.
  
  If, like most of our customers, you like all jewelry pieces -
  and we know you will - then do nothing!
  
  If you do choose to return any trial jewelry pieces, your
  return confirmation number is ******. This confirmation
  number must be included on the outside of the package with
  the returned jewelry. If the confirmation number is not included,
  it may delay ** processing the return and may even result
  in an inadvertent billing for the trial pieces.
  
  Return the trial jewelry pieces to:
  
  Nikola Valenti
  ******************
  Return # ******
  P.O. Box 1510
  **********, ** 28075-1510
  
  If our ****************** does not receive the trial jewelry
  pieces within 30 days, you will be billed to the card on file
  for these trial pieces.
  
  We strongly recommend you use ************** with
  Delivery Confirmation for your return so you can track when
  the package was sent and delivered. Otherwise, we cannot be
  responsible for lost or undelivered packages.
  
  Questions? Please email our friendly customer service
  at *****************************************************
  
  Have a great day,
  
  Nikola Valenti Customer Service
  *****************************************************