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:03/27/2025

  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.

  In December 2024, I ordered a breast milk ring from Keepsake Mom as a sentimental gift for my wife. The total was nearly $500, including an additional fee for a video of the ring being made.The ring did not arrive until February 2024, despite the companys promised timeline. When it finally arrived, the video I paid for was missing. Worse, the ring broke within 24 hours from normal use.I contacted Keepsake Mom multiple times and was told to return the broken ring for a replacement. I sent it back, but since then, I have not received a replacement, a refund, or any actionable response to my emails or calls. After requesting a refund, they completely stopped communicating.Desired Resolution:I request a full refund because:1. The order was delayed by over two months.2. The video I paid for was never provided.3. The ring broke within 24 hours, proving poor craftsmanship.4. The company has refused to send a replacement or respond.Keepsake Mom has failed to deliver what was promised, and their lack of customer service is unacceptable. I hope the BBB can assist in holding them accountable to prevent this from happening to other customers.Sincerely,

  Business Response

  Date: 04/25/2025

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the ************** handcrafting over ****** pieces of jewelry each year.
  
  We strive to meet and/or exceed our customers' expectations. On occasion, a transaction may not proceed as smoothly as we hope for.
  
  We have spoken with Mr. ******** and although we did indeed refund the transaction in full, in respect of this transaction, we failed in terms of communication and support in resolving product issues, post delivery. As a direct consequence of this transaction, we are taking steps to improve our performance and we appreciate Mr. ********* feedback.

• Initial Complaint

  Date:10/01/2024

  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.

  I ordered this necklace for my wife for her birthday on 4/19. I had to ship breast milk and that was received 5/1. Got a notification that my jewelry was anticipated to be completed in 5 weeks but up to 12. It is now 10/1. I have reached out to the company and have gotten the same reply back twice supplier issue. I dont know how you can so inaccurately quote a completion time. I would have used a different company if I would have known keepsakemom was unable to fulfill the order in a timely manner.

  Business Response

  Date: 10/15/2024

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the United States, handcrafting over 10,000 pieces of jewelry each year.
  
  We strive to meet and/or exceed our customers' expectations. On occasion, a transaction may not proceed as smoothly as we hope for.
  
  We have spoken with Mr. Hornisher. In respect of this transaction, we failed in terms of timeline, communication, and support. As a direct consequence of this transaction, we have taken steps to improve our performance.

  Customer Answer

  Date: 10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22365896, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  William Hornisher

• Initial Complaint

  Date:08/31/2024

  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.

  A ring was purchased for me mother's day 2024. The ring just now arrived, August 31, 2024. That's a VERY long time to wait. And these are breast milk rings, for which I no longer have any breast milk, so I cannot just go to another company to get another item made. I am very upset at the quality of this ring. The "stone" is so terribly made it is uneven. I purchased what was supposed to be a ring that had an opal effect but the effect that was done on the stone makes it look as if the ring is from ******'s. This ring looks nothing at all like the images provided, and the stone itself looks nothing like the effect shown in the customizing screen or in other items showing an opal effect. I have reached out to the company for a refund but given the amount of time it has taken in the past to get a response I have low hope of restitution. This is possibly the ugliest ring I've ever seen and I will never get the bag of breast milk back that I used to make it.

  Business Response

  Date: 09/17/2024

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the *************, handcrafting over ****** pieces of jewelry each year.
  
  We strive to meet and/or exceed our customers' expectations. On occasion, a transaction may not proceed as smoothly as we hope for.
  
  In respect of this transaction, we underperformed. We have spoken with ************************** and we are taking steps to turn ****************************** experience into a positive one.

  Customer Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:08/30/2024

  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 a ring and sent the breastmilk samples in early March. I got notification that they received the sample and will "start the curing process" and that it can "take up to 12 weeks" -- this was 3/27/2024. I'm writing this complaint because as of today 8/30/2024 I have not received my ring. That's 5 months!I've reached out to support on many occasions asking for an update. It takes them days to reply and when they finally do, they inform me that they are "experiencing a delay" from the supplier and are "working with them to get the order completed as soon as possible". Being notified of this delay was on 6/22/2024 -- 3 months after ordering. However, the issues don't stop here. Over the next 2 months after that, I've been checking in via email frequently and have not gotten any new update until 8/13 when I was finally told that "the supplier has confirmed that the shipment containing your ring has been dispatched. It should arrive within a week or two". Well, now almost 3 weeks later I still haven't received my ring nor any new update.I can't believe my experience with this company, it's nothing like I've ever experienced before. Clearly this business is a small one, with maybe one person staffed, but it doesn't excuse the mishandling of customers money and time. When you spend hundreds of dollars on a product, you AT LEAST expect to get timely communication about any delays initiated by the employer, not the customer. I shouldn't have had to reach out over 20 times asking for an update!I demand a full refund and an honest update as to what's going on with these order. I see now that many customers experience the same thing. Needless to say, I will not ever recommend this business to anyone. If I don't get my full refund, I will continue to escalate the issue. This business needs to be held accountable for their bad practice.

  Business Response

  Date: 09/16/2024

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the *************, handcrafting over ****** pieces of jewelry each year.
  
  We strive to meet and/or exceed our customers' expectations. On occasion, a transaction may not proceed as smoothly as we hope for.
  
  In respect of this transaction, we've mishandled the transaction. We have spoken with ************ and we are taking steps to turn **************** experience into a positive one.

  Customer Answer

  Date: 09/16/2024

   
  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.
  
  Sincerely,
  
  Nasem Baki

• Initial Complaint

  Date:08/26/2024

  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.

  Ordered a custom jewlary ring on May 5, 2024 On 6/12 was told this ring was not available how I wanted it. Asked for a different ring and even though it was a cheaper set, was told I would have to pay original price could not refund the difference. Got my ring on 8/26 after being quoted a 4 week turn around time and the ring was far too small. I originally ordered a size 7.5 and got a size 4. Refusing a refund.

  Business Response

  Date: 09/10/2024

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the **************
  
  Our jewelers handcraft over ****** pieces of jewelry each year and you can see from the myriad 5-star reviews we have we meet and/or exceed our customers' expectations.
  
  On occasion, a transaction may not proceed as smoothly as we hope for. These are rare, but they do occur.
  
  In respect of this transaction, we mishandled the transaction. We have spoken with Ms. ***** and we are taking steps to turn Ms. *****'s experience into a positive one.

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  
  This business has reached out to me to attempt a resolution. Pending completion and delivery of my final ring offered I am more than satisfied with the resolution offered. 
  
  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

  Date:08/06/2024

  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.

  I purchased a ring from them in 2023. It is August 2024 and I've still yet to receive it. They barely respond unless I spam their email. It's always been one excuse after another.

  Business Response

  Date: 09/18/2024

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the *************, handcrafting over ****** pieces of jewelry each year.
  
  We strive to meet and/or exceed our customers' expectations. On occasion, a transaction may not proceed as smoothly as we hope for.
  
  We have spoken with **************, and although we did deliver the ring and ************** is content with the ring, in respect of this transaction, we failed in terms of timeline, communication, and support during the period prior to delivery. As a direct consequence of this transaction, we are taking steps to improve our performance.

  Customer Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:05/02/2024

  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.

  For Christmas 2023 my husband purchased me some breastmilk jewelry mid December. They send you a collection kit and you mail it back. I mailed my kit and they told me it was not received for about 2 weeks. They report it was received on February 2nd 2024. They started the process by saying it would *********** weeks. Ok sounds fair. Six weeks pass then we email them and they stated in an automatic response email "With rings, our processing time is up to 12 weeks from the date we received your breast milk. We are dependent on 3rd-party suppliers for the ring setting itself, which we custom order individually. We only make and set the breastmilk stones". I ordered 2 rings. I did not have any extra add ons like hair, placenta etc. They note that things take even longer when those items are added. We are now in May. By my count we are at 18 weeks and still no rings. We have reached out again with no reply other than the same automatic response. When we did hear back from a human it was very generic and at the ***************************************************** production. If they had back order on ring settings, I could understand that. Maybe understaffed. I could also understand that. They lost my sample. Ask for new one? The auto response tells me I am not the only one with a problem in delay. I just want my rings. At this point, I wonder if the rings would even be made from my milk product. It's long since expired. However, I don't really know the process. We paid about $140 if I can recall correctly. I can forward and share emails sent to and from the company if need be. They are all over ********* Etsy, first on internet search. Yet they are so unprofessional.

  Business Response

  Date: 09/18/2024

  We are a boutique studio that handcrafts jewelry made from breast milk and we are widely recognized as the top studio in the *************, handcrafting over ****** pieces of jewelry each year.
  
  We strive to meet and/or exceed our customers' expectations. On occasion, a transaction may not proceed as smoothly as we hope for.
  
  We have spoken with the Glaziers, and although we did deliver the rings and the Glaziers are content with the rings, in respect of this transaction, we failed in terms of timeline, communication, and support during the period prior to delivery. As a direct consequence of this transaction, we have taken steps to improve our performance.
  

  Customer Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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 placed an online order with KeepsakeMom on July 2, 2023 for a ring and a set of earrings. About a week later I received my milk collecting kit, promptly followed the instructions and mailed it off the next day. About another week went by and I received an email stating my kit was received by the company and it would be about ***** weeks before I would receive my jewelry. Great! This is exactly as the website initially claimed when I placed my order. On August 18th my jewelry was in the final production stages and the email claimed it would ship in a few short weeks. On October 18th I sent an email to customer service asking for an update on the delivery status of my order as it was still in production and past the initial timeline. I received an email back stating that the supplier was behind schedule but the delay shouldn't be more than a few weeks. On December 4th and 28th I sent emails asking for another update as my order still says in production and not shipped. I received no reply either time. I tried calling the number on the website and only get an automated message to email them. I have attempted to message through ********* no reply. Im worried that this website is a scam and I am now out over $320 for jewelry that I will never receive. Its been over 6 months since I placed my order and its still not shipped and I cant get in contact with the company. Im beyond frustrated as this was a very sentimental order and not inexpensive. Wishing I had gone with another company now.

  Customer Answer

  Date: 01/15/2024

  The owner of KeepsakeMom mom has reached out to me directly. He has investigated why my order has taken so long and has offered a solution for fixing the error. At this time I am happy with the solution and thankful for the contact with the company. Im hoping to receive my pieces soon. 

• Initial Complaint

  Date:08/11/2023

  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.

  Placed my order MAY 11, for $230. HERE WE ARE AUGUST 11 - 4 MONTHS LATER. No response from the company. You call, you can only leave a message. You email, and it takes them days to respond. I want a FULL refund.

  Business Response

  Date: 08/16/2023

  ********************** ordered a breastmilk ring and we received ************************** breast milk on June 3, 2023 (see attached email correspondence). You can see in the screenshot ********************** provided (attached here again for ease of reference) that "With rings, the turnaround time can take up to 12 weeks from the date we receive your milk". 12 weeks from June 3, 2023 is August 26, 2023. Today is August 15, 2023 and the ring was shipped today with expected delivery on August 21, 2023. We are within the expected timeline. Additionally, when ********************** purchased the ring she accepted our terms and conditions, otherwise ********************** could not have checked out. In addition to our website and all communications with customers who purchase rings, which includes **********************, we stipulate these timelines in our terms and conditions. We regret ********************** understood otherwise, as we are proud artists and strive to meet or exceed every customer's expectations. We are confident ********************** will love her ring.

• Initial Complaint

  Date:07/26/2023

  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 placed an order for a ring on March 22, 2023. My order was updated to reflect that my breastmilk kit had been received by the company on April 3, 2023, and again that my jewelry was in production on April 29, 2023. I have since received no communication regarding this order, nor have I received a product. Turnaround time per the Keepsake Mom website is up to 12 weeks from their receipt of the kit. I have reached out twice through ********* twice through Instagram, twice through email, and once by submitting an inquiry on the Keepsake Mom website, and have yet to receive any update about this order. Voicemail associated with the phone number on their website is full.

  Customer Answer

  Date: 07/28/2023

  Resolution reached; seller initiated full refund of item.