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Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Accredited Business since

The Natural Sapphire Company

Phone: (212) 869-1165 Fax: (212) 869-5286 6 East 45th Street, 20th Floor, New York, NY 10017 http://www.thenaturalsapphirecompany.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Natural Sapphire Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Natural Sapphire Company include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Natural Sapphire Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 03, 2008 Business started: 01/01/1939 in NY Business incorporated: 01/01/1939 in NY
Type of Entity

Corporation

Business Category

JEWELERS-RETAIL


Additional Locations

  • 6 East 45th Street, 20th Floor

    New York, NY 10017

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Complaint Detail(s)

4/16/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Sent a Oval sapphire stone to The Natural Sapphire Company so they would make me a cluster ring setting. I paid $2250.00 on my Discover credit card on 2/*/2013. I received a box from The Natural Sapphire Company on 2/**/13 @ 9:15am, i was at work but my husband was off that day and signed for this package for me. He did not open this box, i did later that evening around 6pm when i got home from work. The ring that i paid for was missing from the box, i immediately called The Natural Sapphire Company but their working hours are Monday thru Friday from 10 to 5. I spoke to ******* ******* on 2/**/13 shortly after 10am who informed me that once the package was signed for, the product is mine. I called UPS myself to file a claim on the missing ring and UPS picked the box back up from my home address on 2/**/13 to inspect. I received a Damage Call tag customer receipt-tracking number ( i can fax over my tracking numbers). I made every attempt to work with The Natural Sapphire Company to help me with my UPS damage claim and on 3/**/13 i received a email back from **** ******* to cease and desist any further emails or calls to them unless via a lawyer.

Desired Settlement: I was at first asking just for the amount that was charged to my Discover credit card back on 2/*/13 but now i want that amount PLUS an additional two thousand dollars for the 1.51 vivid blue sapphire stone that i shipped them and they signed for on 2/*/13 @ 12:16pm (signed for by NYI) for the ring that i am out of as well. That UPS tracking number (i will fax over my tracking numbers) for the stone that i paid $64.26 on 2/*/13 to ship them my sapphire.

Business Response: Neither of these claims are true, and we have ample evidence to back up our conclusion.
 
Let’s start with *** ***’s first claim, that our company shipped her an empty ring box:
 
We have a state of the art security system with multiple cameras monitoring the shipping department.  Every piece of jewelry that we ship is checked twice by our staff before being placed in a shipping envelope, which is then placed within a larger shipping box to double pack the item.  We have used this secure shipping method for almost a decade without the loss of any items. We ship jewelry, ranging from $1,000, $5,000, $10,000, $100,000, etc. on a daily basis. None of these shipments have been “lost” or tampered with in the manner in which *** *** has claimed. In essence, no customer has ever claimed that we shipped just an “empty ring box.” When we first heard from *** *** about the possibility of a missing ring, we immediately halted or shipping department, reviewed our security, and spoke with our shipping staff. We confirmed that, yes, her ring was placed in its proper ring box and was shipped. We can say, with 100% confidence, that *** ***’s ring was shipped.
 
Now, for *** ***’s second claim, that it must have been an employee of UPS who stole her ring:
 
When we received a phone call from *** *** claiming that there was an empty ring box, our salesperson asked her if there was any damage to the shipping box or if it looked like the shipping box had been tampered with (broken into, re-taped, ripped open, etc.). *** *** said that there was NO damage to the package when she received and signed for it. We record all of our phone calls for security purposes and have the recording of this admission by *** ***.
 
There are multiple holes in the story of how a ring could go missing from an un-opened shipping box. Where is the damage to the package if it was opened? Why would the alleged thief put back the ring box, and just remove the ring? Furthermore, *** *** was also sent a silver sapphire necklace as a free gift. That necklace did come in the shipment box, as *** *** mentioned to us. We find it difficult to believe that a thief would remove just the ring from its ring box, but not steal the silver sapphire necklace as well.
 
As our company and UPS have explained multiple times to *** ***, once a package is signed for, the insurance claim by our insurer is waived. Her attempt to make a damage claim after the fact, does NOT cover the ORGINAL shipment. 
 
After investigating further, we found *** ***’s twitter account (under the name “**** ******” which is one of the names she used to contact our company). By her own tweets, it seems that *** *** has had many issues with “returns” and “fraudulent sales” from multiple companies, including ***********, *****************, ******, and even the **** ****** ** *******.  She also seems to be having issues with other claims from using her Discover card (which she used for her purchase from our company as well).  This is all seen on the link here: ****************************** as well as in the screenshots I have attached to this response.
 
We have spent many hours talking to *** ***, researching her claims, talking with UPS, etc.  We are very comfortable in saying that *** *** received her ring.  We wish her the best of luck with her purchases from other companies, but we cannot give her the $2,250 nor the added $2,000 she is requesting.
 
I have created a timeline of correspondences below to help illustrate the course of events with *** ***. Please see below.
 
Our Timeline:
 
2/* – Ring charged
 
2/** – Ring Shipped
 
2/** 9:15am – Shipment delivered with signature.
 
2/** 6:17am – Almost 1 day later after receipt of shipment, **** e-mailed our company saying: “I got the box today, is the ring coming separate?  My daughter loved the necklace by the way--thank you.”  We e-mailed her advising her to check the packaging again and asked if the box was tampered with.  She called after that and said that the box wasn’t tampered with or damaged. 
 
2/** 12:43pm – **** emailed: “I called UPS and started a claim with this order,  I believe this package was tampered with.  There was no envelope in the box except for the letter one with the receipts.  UPS will contact you after they pick up this package.”
 
Just before she e-mailed us, according to the UPS tracking information, she scheduled a damage inspection even though she had already signed for the package (this happened on 2*** at 12:31pm – see the screenshot below). 
 
She also emailed one of our salespeople on Wednesday saying: “Your welcome *******.  My daughter loved the wooden ring box and i was hoping that i could buy one so she can keep her high school ring in it.  Would that be possible? She has lost the ring before and one like this would be perfect--plus she truly liked it.”  Which doesn’t make sense as she already claimed she had an “empty” ring box from us.
 
2/** – **** emailed: “UPS picked up your box tonite and  said since you were the shipper, they would contact you.  I will be following up with you by email and with UPS to check the status on this claim.  I will get back with you on the ring box and another ring after this mess is resolved.”
 
3/* – **** emailed: “I just called UPS again on the claim that i started and i was informed that NO information will be given to me since NSC was the shipper and everything was billed to their account.  And i was also informed that this package should have also been insured so i will need you to assist me with that as well.  As of today, i am being charged for $2250.00 on my credit card since 2/*/13 for a item that i have not received and i am also out of my sapphire as well, so i want to know how this is going to be resolved?  The sapphire was given to me so i could get this ring made and that was it, there are no other sapphire's that i can get unless i buy one.  I have looked on the Natural Sapphire company website and i do not see any that i like in my price range and the one's that i do like are more than i can afford.  So i will wait til i hear back from you what is going on with this claim and since my money is tied up until this is resolved.”  
 
We explained to her over and over that we cannot assist her with her claim as her claim did NOT cover the original shipment, but the shipment she sent back to us which is not covered by our insurance.
 
 

 
 
I would like to point out that in the screenshot of the UPS tracking, there are a number of comments about UPS needing a correct address to send the return package. When UPS or our company schedules a pickup to send back a package, either of our companies issue a UPS label to the customer. In this case, *** *** took it upon herself to create HER OWN label and put the box out for pickup. Not only was the re-pickup not sanctioned by UPS, but *** *** also incorrectly wrote the return address. UPS was not able to even find the address she had mentioned or return the package. Our company has never received any package back from *** *** or UPS.
 
I hope you will fully review all of the evidence we have supplied of *** ***’s attempt to defraud our company and we can close this case in a timely manner. We take great pride in our A+ score with the Better Business Bureau, and our upstanding reputation, business practices, and customer service are just some of the reasons we have that rating.
 
Thank you,
 

Business Response: Dear *****,
 
We are now at the point of repeating ourselves in this email, but I will answer the same questions again.
 
1.)    The Twitter account STOPPED posting after **** was notified that we had seen her posts.  There is a large time gap from March **** to April ***, the dates we emailed the BBB.  This gap in tweets was out of character because previously **** had been tweeting at 5-10 times a day, every day. The Twitter account STARTED posting again AFTER we notified her of the obvious fact that she had stopped using the account after she had been caught via this email.   
 
2.)    ****’s paragraph about UPS was very convoluted, but it is a nonissue. UPS has NOTHING to do with this insurance claim.  We have two pages on our website where we prominently feature this statement:
 
On the ordering page:
************************************************************************ 
And on the FAQ page:
****************************************************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I feel that the NSC's reply to my  fair offer to settle this is just more evidence on how they are or ever were willing to help me with the missing ring.  I hope that the Better Business Bureau can resolve this issue and if not, please turn it over to the Attorney General's office or we can turn this over to the legal process.  

As *** *******  stated in his previous reply, the NSC has spent more costs working on this issue than the cost of my order is furthermore proof how they would prefer to conduct business than offer their assistance in helping their paying customer's.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***