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Business Profile

Jewelry Manufacturers

Made By Mary

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Manufacturers.

Complaints

This profile includes complaints for Made By Mary's headquarters and its corporate-owned locations. To view all corporate locations, see

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Made By Mary has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 1 complaint 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:02/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a satellite gold chain from Made by Mary on 12/27. Description of the item states that you can add a Made by Mary charm to the chain (which I received as a Christmas gift). This was the reason I purchased the item. In addition to the description, on their FAQ page a customer asks if the chain is compatible with their charms and an employee states yes. Thus, I bought the item because the chain I received for Christmas didn’t fit, but I wanted something to put the charm on. Received the item and the charm doesn’t fit. Can’t even get it on the chain. Contacted the company and they stated the chain isn’t compatible with charms, despite me sending them two screenshots from their website that says it’s compatible. The company declined my request for an exchange or return of the item. I asked if I could ship it back to them for them to attach the charm for me. They declined. And instead, told me to use needle nose plyers to attach the charm to the chain. They stated that’s what they do. The only option they offered me was for me to pay a maintenance fee and two way shipping fee for them to “use needle nose plyers” to “fix” my necklace after I already paid for the item and shipping. They are also completely unwilling to edit their website to correctly advertise that the item isn’t compatible with charms. Customer service was horrible and website has false advertising.

    • Initial Complaint

      Date:08/26/2023

      Type:Product Issues
      Status:
      Unanswered
      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 made a purchase (#******) over $100 for muscle freeze. I’ve been trying to reach out via phone and email for weeks but no one is responding. I’ve been a customer of theirs well over a year so I don’t know what’s going on. I would like a refund or my order to be shipped to me. I called USPS to put in a complaint and they told me to reach out to Mary’s Nutritionals for a refund but they won’t respond to me.

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Made by Mary is an online jewelry retailer. I purchased a necklace from their website (madebymary.com) on 12/18/22. I paid $30 rush shipping in addition to the cost of the necklace ($58.00). I received a package from them on 12/21/22. It did not contain the necklace I had ordered, but a completely different necklace. I immediately tried their live chat/texting - no response. I emailed them also that day- no response. I emailed several more times over the course of the next two weeks. I did not receive a response until over 2 weeks later. They emailed, not to apologize, but to confirm my address. I replied, hoping that I got a real person to respond to me, and asked that they refund me my 58.00 for the necklace in addition to the $30 rush shipping fees. I did not get a response for another week and then all I received was a return shipping label for the necklace I had received by mistake. I sent the necklace back and a week later (1/17/23) was refunded 53.00. The cost of the original ordered necklace, minus return shipping fees and no rush fees were refunded. So I am out $35.00 for a mistake that they made and are unwilling to even communicate about it. I did not have a gift for my mother on Christmas day and they have made no effort to address their mistake. They even charged me to send back the necklace that they had sent me in error. They have no phone number to call, and their "live chat" is just a bot. Emails go unaddressed. I am out of options and pretty upset.

    • Initial Complaint

      Date:01/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Family Florals Necklace on December 2nd, 2022, for my mother for Christmas. I received the product and noticed that the necklace design was supposed to contain 3 family buds off of the flower itself. The necklace was around $70 in value and included only 2 buds. I reached out to the business multiple times in attempt to send it back, unopened, with receipt or in exchange for the correct product. They have not returned any of my numerous amount of emails or calls. I would like to exchange for the correct product, but if I can’t even get that, I would like to get my money back, as they are ignoring my request to work with them on this matter.

    • Initial Complaint

      Date:11/27/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 gold necklace for $80 in early August 2022. I had worn the necklace just a few times before it broke. I contacted the company Made by Mary and they told me that they could not help me because I purchased it from a shop not directly from their website. When I contacted the shop that I purchased it from they told me they cold only offer me compensation for repair. I accepted the offer and got the necklace repaired. A few weeks later the necklace broke AGAIN in a different spot and is starting to break in another spot. I tried again to contact the company Made by Mary and they told me that they could do anything for me. Not the customer service that should be provided in ANY case but especially for an $80 necklace that is lightly worn.

    Made By Mary is NOT a BBB Accredited Business.

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