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Business Profile

Jewelry Stores

Edwin Novel Jewelry Designs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

Customer Complaints Summary

  • 101 total complaints in the last 3 years.
  • 48 complaints 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:05/27/2025

    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.
    Business Edwin Novel Jewelry - They advertise 14 day credit so I purchased a pair of CZ stud earrings on 3/22/25, took them a few weeks to ship, after my complaints. When I received the order (#*********) on 4/2/25, I didn't like the earrings because they didn't sparkle enough. I then returned the earrings on 4/3/25, with RMA (RET *****), via ***** Priority.I have sent many emails, calls, etc. Each time the *** tells me they are having busy season and it takes longer, but they will check with Accounting. They either did not check with Accounting and they do not respond when I, 24 hours or so, checked back several times, they just sent me a boiler plate email saying they are busy. They won't let me talk to Edwin, nor a manager.They are using my money and I want it back ASAP. The form of payment was up to date, therefore they should have returned my money before now, They blocked me out, I cannot log in.

  • Initial Complaint

    Date:05/27/2025

    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 ordered a pair of diamond earrings from them, then I happened upon the complaints from previous customers about the problems with both ********************** and returns refunds etc. I called to cancel order and they said it was too late. I filed a dispute through the financial institution AFFIRM, I sent the copies of the complaints etc. Also sent them copies of the emails sent to me saying I was a horrible person for using the previous complaints as they were not true. Long story short, they sent the earrings I have not opened them because I intend to return them. AFFIRM denied my dispute as they said I did not meet the criteria. I called them several times asking for *** and they refused saying it was still in dispute sent them my copy of the notice from AFFIRM stating they had won the dispute. I called today and they said they will not give me an *** BECAUSE I had them in dispute even though it was resolved in their favor. I feel they want the time to run out for returns. Anyway they are not interested in customer service and whatever you but they don't want you to return it. I intend to keep calling and writing.

  • Initial Complaint

    Date:05/27/2025

    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 want a refund for a diamond ring I purchased in December 2024 . I initiated a return request on December 16 and returned the item on December 18 via *** with expedited shipping. I received confirmation via email from your company that the item was received.According to your stated return policy, refunds are to be processed within 14 to 21 business days, and you offer a 30-day money-back guarantee. As of todays date, May 27 2025, it has been over five months since the return was confirmed, and I have yet to receive a refund or any meaningful update.I was completely dissatisfied with the quality and craftsmanship of the ring. The diamond clarity and overall appearance were significantly inferior to what was represented in the photos on your website. The welds looked extremely unprofessionalmore like amateur work than fine jewelry.Despite numerous attempts to contact your customer service department via phone and email, I have been repeatedly ignored or told a supervisor would return my call, which has not occurred. I consider this unacceptable and unprofessional. I have emails and call logs to show all evidence.

  • Initial Complaint

    Date:05/27/2025

    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 returned 2 identical pairs of diamond stud earrings to Edwin Novel (******) and they claim they were never received. I have now opened several disputes with Affirm and after providing them multiple documents and proof of delivery, they continue to decline my request. It is impossible to get any assistance from them so I will be filing a complaint about them as well). They cant give me any information on how to contact their dispute resolution team?? Along with the multiple documents I spoke with the Postmaster at the post office who delivered this package. She has confirmed several times it was delivered. She in fact spoke with her employee that delivered it and obtained a signature of the employee at Edwin Novel who signed for it (her name is ***** The postmaster, ********, in order to try to help me even had a hand delivered copy of the proof of delivery presented to the office of Edwin Novel. They did not respond. She acknowledged that is highly unusual.I offered to Affirm for them to speak with her to verify this delivery and that fell on deaf ears as no response from them and the case was closed, yet again. I followed the return instructions explicitly. I created a mailing label from the return email I was sent. Unfortunately, the last2 numbers of te zip code were transposed at the LA post office, but ******** confirmed they deliver to all three zip codes rom their office. I am at a loss. This claim is for $2000. Affirm continues to bill me. What Edwin Novel is doing constitutes fraud. I do not have those earrings and their employee signed for them. I reviewed other BBB complaints about Edwin Novel, and it appears this has happened before.If you would contact me it wouldve greatly appreciated. I am also including the Postmasters contact and Im certain she would be willing to speak with you. Her name is ********, phone ************

  • Initial Complaint

    Date:05/22/2025

    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.
    Returned a diamond pendant and my credit card was never reimbursed also after the purchase fraudulent charges were on my card!Ref# RMA ********************************************************************************* the run around!

  • Initial Complaint

    Date:05/21/2025

    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.
    On 10 March 2025 I returned my necklace and the return id is ************** Every time I reached out to them, they say my refund is scheduled to be processed next week and nothing happens

  • Initial Complaint

    Date:05/20/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Item purchased was not of good quality. After contacting the company I followed their return instructions and they received the diamond neckless on *****- 2024. After at least twelve calls to the company I continue to be told that the billing department is reviewing the return. I have asked for return calls and e mails and have receiver none. They have held me up for over five months after receiving their return item for no just reason.

    Business Response

    Date: 06/06/2025

    Hello *****,

    We apologize for the inconvenience.

    We are looking into this matter.

  • Initial Complaint

    Date:05/20/2025

    Type:Customer Service Issues
    Status:
    Unresolved
    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 an online purchase on 12/07/24 & 10 minutes after placing the order I decided to contact the merchants customer service & cancel the order. The customer service representative (Ms. ****** acknowledged the cancellation. The merchant will not refund my money after multiple attempts & excuses. I have not received any merchandise from the merchant.

    Business Response

    Date: 06/06/2025

    Hello ****,

    Your jewelry was a complex and hand-crafted piece.

    During peak seasons such as Christmas, interrupting our production cycle for your specific order request would delay our schedule. 

    We do not find this fair to our other customers who are needing their orders as soon as possible.

    The order was completed and shipped once completed as per your order agreement.

    We apologize for the inconvenience and thank you for your understanding.

    Customer Answer

    Date: 06/10/2025

     
    Complaint: 23353124

    I am rejecting this response because:
    I called the merchants customer service department 10 minutes after placing the online order & spoke to Ms. ****** Ms. ***** acknowledged the cancellation so the order was not filled as stated. The merchants response in the attached emails stating that they are holding my credit card & waiting for me to select another piece of jewelry is proof that my order was in fact cancelled. I told them repeatedly that I wanted a full refund. I was never provided any documentation pertaining to their policies. They cannot charge me or hold $1080.15 for a cancelled order. 

    Sincerely,

    **** *******

  • Initial Complaint

    Date:05/08/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Transaction date 12/9/2024. Ordered earrings for a Christmas gift. Cost was $298.29. Returned earrings for a refund to my credit card. Company received them January 6, 2025. Was told by e-mail that refund normally takes 14 business days. I e-mailed company February 19, 2025. Received answer February 20, 2025 stating large volume of transactions has delayed refunding process. I e-mailed again on March 12, 2025. Received an apology e-mail same day. As of today MAY 8, 2025 have not received any reply or refund. ^

    Business Response

    Date: 06/02/2025

    Hello ****,

    We apologize for the inconvenience.

    We are looking into this matter.

  • Initial Complaint

    Date:05/07/2025

    Type:Product Issues
    Status:
    Answered
    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 am writing a complaint regarding Edwin Novel Jewelry; The matter remains unresolved and unjust.I purchased a pair of earrings from Edwin Novel Jewelry. I did not like them when I received them and decided to return them. I wholly and carefully followed every instruction they provided for returns, including using the appropriate return number and address. The merchandise was returned in perfect, unused ************ first, Edwin Novel Jewelry refused to refund me and stopped responding until I filed a complaint with the BBB. Only then did they engage, but unfortunately, an unrelated and very distressing event further complicated the issue. During this time, I became the victim of financial fraud, and my original payment method (used for this purchase) was closed down by my bank for security reasons.I immediately informed Edwin Novel Jewelry of this situation. I am 81 years old, living on a fixed income of approximately $22,000 annually, and under significant financial strain. Despite my pleas and explanations, they refused to issue the refund using an alternative method. Eventually, with *******'s help, arranged for the original account to be reopened to receive the refund. I communicated this to ENJ and confirmed with the bank..Edwin Novel Jewelry still refused to process the refund even with this option.. The previous BBB ruling was in their favor only because they had attempted to refund the closed account, which was no longer viable at the time. I was unable to clarify or respond to this point due to my serious health issues, which I ask the BBB to please consider now.Processing the refund as ******* is now able to receive it (which was communicated to them), or Issuing the refund in any other reasonable manner (such as a check or a new payment method). I returned the product in accordance with their policies and should not be punished for circumstances outside my control especially given my age, health, and limited income.

    Business Response

    Date: 06/02/2025

    Hello *********,

    We apologize for the inconvenience.

    Our accounting team attempted to issue your refund to the original method of payment, but this attempt was declined by your financial institution.

Edwin Novel Jewelry Designs is NOT a BBB Accredited Business.

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