ComplaintsforEdwin Novel Jewelry Designs

Jewelry Stores

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Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
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.
Contacted company immediately after ordering to cancel, company refuses to cancel without a $145 cancellation fee, even though email from rep says no work has been done. I must instead receive shipment of product then return for a full refund to avoid cancellation fee
Business response
04/26/2024
Hello *****,
We are a jewelry company specializing in handcrafted,made-to-order jewelry.
The meticulous work that goes into creating each perfect piece is time consuming and difficult.
Our policy kindly requires customers to receive the jewelry that our expert jewelers have put significant effort into crafting.
The customer is welcome to return their order for a full refund within 30 days after receiving the order.
Thank you for your kind understanding.
Customer response
04/29/2024

Complaint: 21614658

I am rejecting this response because:
NO work had been started when I requested to cancel as evidenced from the email from ****** - already provided to BBB-asking if I would like to proceed with one option or another. Neither the stone carat or type/quality or gold ring carat had been confirmed by me, so obviously no work had started. This company is desperately lying

Sincerely,

*********************
Business response
05/07/2024
Hello *****,
We are standing by our company policy.
Customer response
05/08/2024

Complaint: 21614658

I am rejecting this response because:
no work has been done on the order nor has it shipped and its been almost a month ??
Sincerely,

*********************
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
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.
In December I purchased a pendant online as a gift for my wife. Upon receiving the item I was not satisfied with the quality. I requested a return well within the 30 day window. I received return mailing instructions and sent the item back for a refund as promised by the company. The company confirmed in writing they received the package and I waited the two weeks the stated for the refund to process. After many emails stating they would refund within a day, it never happened. They made many excuses which evidently were false promises. I have lost almost $1,000 and its been over four months with no refund.
Business response
04/24/2024
Hello ****,

Thank you for bringing this matter to our attention.
We will conduct a full investigation.
Thank you again for raising this concern with us.
We apologize for any inconvenience.
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
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.
Made a transaction for a pair of earrings for my grand daughter on 04/09/24. Never received a message/ email, or call. I called and spoke with ****** whom was very rude said my debit card information was incorrect and I had to use pay pal or be charged 25% of my purchase. Was told before closing I would be sent a invoice to pay again and my last payment would be rest in up to 10 business days after being hung up on because I said I would record due to having a stroke so I could understand the process.. Not only did I not receive the invoice they closed for the ******* was never contacted back but most of all didn't get any assistance. Also told I would be charged 25% of my order and order still has not shipped plus they are holding my money.Rude ,& untrustworthy company. I wouldn't recommend this company to anyone. Still yet to receive the invoice. Was told would send to address on file that I have and still has not been contacted with company.Horrible service.
Business response
04/12/2024
We do not tolerate any foul language against our employees. Your order was put on hold because your financial institution flagged the transaction due to you providing incorrect shipping and billing information. We sent you multiple emails, including a PayPal invoice as an option to resolve your billing issue. We have canceled your order and do not wish for you to return.
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a $1200 diamond ring that was a piece of junk. The supposed diamond was yellow. They told me it was because I purchased their lowest quality diamond. Even if so, poor quality diamonds are not yellow!!! I followed there return directions to a tee, and made ************ required. They signed for and took back my package. They refuse to respond to the 4 emails I have sent over the past 2 months.
Business response
04/02/2024
Hello ********,
Your refund has been issued. However, please note that all returns require verification by a reputable gemologist before completion. Thank you for your patience. We value your business and hope to work with you again soon. We have reviewed our email communication with you and found that our amazing team has responded to all emails within the same business day.
Initial Complaint
03/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am writing to file a formal complaint against Edwin Novel Jewelry Design regarding my recent purchase experience. I believe that I have been subjected to unfair and deceptive practices by this company.On [28FEB24], I made a purchase from Edwin Novel Jewelry Design for a pair of earrings. However, shortly after making the purchase, I encountered several issues with the transaction process. Despite multiple attempts to resolve the issue with the company, I have not received a satisfactory resolution.Specifically, I have experienced the following problems:Billing Address Verification: Upon processing my order, the company claimed that my transaction was flagged due to a discrepancy in the billing address. Despite providing the correct information and attempting to verify the address through a conference call with my financial institution, the issue persisted.Refund Request: After facing ongoing difficulties with the transaction, I requested a refund from the company. However, instead of promptly processing the refund, I was met with resistance and attempts to convince me to proceed with the order.Lack of ***************** Throughout this ordeal, the company has demonstrated a lack of responsiveness and effective customer service. My concerns have not been addressed in a timely or satisfactory manner, leaving me feeling frustrated and dissatisfied with my experience.I have attached copies of relevant email correspondence for your reference.I believe that the actions of Edwin Novel Jewelry Design constitute unfair and deceptive business practices. As a consumer, I expect to be treated fairly and transparently when making a purchase, and I feel that my rights have been violated in this instance.Therefore, I am requesting that the Better Business Bureau investigate this matter and take appropriate action to ensure that Edwin Novel Jewelry Design upholds its obligations to its customers.Thank you for your attention to this matter.
Business response
03/14/2024
Hello ****,

When a transaction raises flags for fraudulent activity, we must take all necessary precautions to verify the customers identity before sending them their item.
We have made multiple attempts to contact you to verify your identity but have not been successful.
Your item has been completed and is ready to ship.
Please contact us when ready to complete the verification process so that we may ship your diamond earrings to you.
We apologize for the inconvenience and thank you for your understanding.
Customer response
03/14/2024

Complaint: 21427396

I am rejecting this response because: I asked for a refund immediately after you guys asked for me to double pay for the item when you sent me a second invoice via PayPal. I will not pay for the item twice without being refunded the initial payment. You guys pushed and pushed to make me pay twice and BBB has all the emails that demonstrate your extremely over the top deceptive practices. You went ahead and proceeded to make the earrings after your system detected fraud and then tried to charge me a 25% restocking fee when I would not pay twice for the same item twice. All I want is a refund and to never ever do business with your company again. You have been holding my money hostage for over 2 1/2 weeks now. $495 dollars. Please process the refund immediately without the 25% restocking fee, thats all Im asking for. I have also reported your business to the ********** consumer protection agency/********** attorney general.

Sincerely,

*****************
Business response
04/04/2024
Hello ****,
Thank you for your understanding.
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Made a Xmas purchase in December. Returned the item first week of January following companys guidelines. They claimed it was either a custom purchase or the item I sent back was incorrect (both false). It has been over two months and they have not even contacted me.
Business response
03/14/2024
Hello *****,
We apologize for the inconvenience.
When the customer files a dispute, the matter is fully in the control of the credit card institution.
Initial Complaint
03/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I return the ring back about a month ago I try to call the company and nobody answer the phone they say would take 15 days for my refund and is already past a month and I dont get no refund no email no nothing this is the worst company. I do not recommend this company to nobody!!! I need my refund back!!!
Business response
03/20/2024
Hello ****,
Your refund has already been issued.
Please contact Affirm for the status of your funds.
Thank you.
Initial Complaint
02/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order#********* I ordereda pair of diamond earringsbut because of the *************** I returnedthem to Edwin and they were received at your location back onJan 5th, ****. As of Today Feb 15th,, I have NOT received any type of confirmation from your company that it's been returned. The problem is that I just "Affirm" as the payment option and now I am well over 30 days past due and it's affecting my credit status. I have called multiple times to inquire and still have no resolution. I asked for a manager to call me 2 weeks ago, NOTHING! I have asked for your billing departmentmultiple times and have been told I am not able to speak to them but customer service would email them. Weekshave passed...NOTHING! Your level of service at this company is horrible as if it takes weeks to respond to any client, then either your processes ar broken or you are operatingwith low staff or both. It should NEVER take over a month to inspectand issue a refundand as of today, I still have no confirmation that I can send over to Affirm so that they can get off my back and stop calling/texting **** wanted to purchase another set of earringsof better quality from Edwin but i must say I am afraid to of this is what you all are considering customer service.Quincy ******************
Business response
02/22/2024
Hello ******,

We apologize for the inconvenience.
Your refund has been issued
As our company only deals in real diamonds, due to the nature of our industry, all returns must be thoroughly inspected and verified by our gemologists before a refund can be issued.
This is a tedious process and may take some time,especially during Christmas season.
We must do our due diligence.
We value you as a customer and would love to continue working with you.
Customer response
02/23/2024

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
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Their website stated it would be delivered before valentines day. Several days after ordering I hadn't heard from them. Chatted with them. They said it's being made will take several days. And implying that I'll get it before valentines day. I tried to cancel the order then. They said it's 25% charge. A week later chatted again and now it's up to 2 weeks to complete the order. The website stated It would arrive before valentines day. The customer service person i chatted with will not honor their promise and refuse to refund my money unless I pay 25% fee!! Asked for a Manger and was unable to? I just want my money back from a company that lied about when I would receive my goods
Business response
02/14/2024
Hello *****,
Your order has been completed and shipped to you.
The tracking number is: 270991005275.
We apologize for the inconvenience.
There must have been some kind of miscommunication.
Customer response
02/15/2024

Complaint: 21292280

I am rejecting this response because:

Sincerely,

*********************
Customer response
02/15/2024
Due to their deception of saying it would be delivered at a certain date. Then refusing to give me a refund. Then implying it would be there on the date the website promised. Then a week later i reach out to them they said thetr was no time frame still. And refusing to let me just cancel the order again without a 25% penalty. I contact the BBB and ut ships 3 hours later???Now I must pay the return shipping at my cost. Have not been offered any compensation nor has the manager called me as I requested and as they said would happen.
Business response
02/20/2024
Hello *****,
Your order has been completed and shipped to you.
The tracking number is: 270991005275.
We apologize for the inconvenience.
There must have been some kind of miscommunication.
Customer response
02/21/2024

Complaint: 21292280

I am rejecting this response because:

Sincerely,

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

How about you pay for the ***** return please?
Business response
03/20/2024
Hello *****,
Per our Return Policy, it is the customers responsibility to cover return shipping.
Customer response
03/20/2024

Complaint: 21292280

I am rejecting this response because:

Sincerely,

*********************
Business response
04/04/2024
Hello *****,
Thank you for your understanding.
Initial Complaint
02/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was looking for an engagement ring for my girlfriend and found Edwin Jewelry Design, **** on line. I reviewed their reviews on one site and they were good. I purchased through Affirm as a loan on January 19th, 2023. I received it on December 26th, 2023. The ring was appraised at $2,247.36 which is a good ring at a fair price. I paid on sale $749.12. The ring came in and I was excited but then I opened the package and the clarity was very bad it was extremely cloudy. It was a disappointment and I was not sure what to do so I called Edwin Jewelry on 1/19/24 and spoke with a rep there who put me on hold then came back and said she would call me back she never did. So I called the company on 2/9/2024 and they advised me that my return policy was over which I advised I called before the 30 days of shipment. They would not listen to me and even had it logged that I called. They wanted me to by a better ring for another $700 dollars which I said I will get back to them. This company is not doing the right thing. I just want my money back now I have to go through Affirm who are a good company with a complaint. I did some more research on line and Edwin Jewelry is a company that has a lot of similar issues and have many sites. They have a lot of complaints as well. I am a good person and they are not a legitimate company as far as I am concerned. The reps on the line are cold as if they get complaints a lot. If you can help me I would appreciate it. Thank you.
Business response
02/20/2024
Hello ******,
We apologize for the inconvenience.
We offer a generous 30 day return policy and a Lifetime Exchange Policy.
While you have exceeded the return window, you may still utilize the Lifetime Exchange Policy to exchange the ring at any time.
We sell all sizes of natural diamonds between 0.05 to 3 ct in a wide range of qualities.
Based on your budget, we recommend lowering the carat weight to improve the grade of the diamond you initially purchased.
We value you as a customer and would love to work with you to find the perfect piece of jewelry for you.

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