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:05/20/2025

  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.

  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:

  UnresolvedMore 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 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:

  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.

  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:

  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.

  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.

• Initial Complaint

  Date:05/05/2025

  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.

  I purchased a ring from Edwin Novel Jewelry Design on February 12 of 2025.After receiving the ring I was not satisfied with it at all.I called to see about a refund and was given an option to upgrade with more money in which I did not want to do so I was sent refund instructions through email and they received the ring back and I still have no refund and its been well over 35 business days.I can not get anyone to answer me and tell me why I have not received my refund.I want my refund.They have there merchandise back and are now juat stealing my money.

  Business Response

  Date: 06/02/2025

  Hello ****,

  We apologize for the inconvenience.
  When a dispute is filed, the transaction is no longer in our control and is under the full control of your financial institution.
  Thank you for your understanding.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  NOTE: my first submission didn't include the details so am submitting again with the info.I purchased the earrings on 1/30/25. I followed the return policy published on the Edwin Novell website (***********************************************) to return the earrings that I had purchased well within the 30 day window of when I received the earrings, with the required documentation and packaging and using the return ID number that was provided by the company - RET-*****. The package was signed for on March 10, 2025. I sent an email on 4/10/25 to inquire about the delay on getting a refund and received the following message:"Hello ****,Thank you for your message.We can confirm that we received the m,merchandise back on March 10th.Our refunding process typically takes up to 14 business ******* today is day 23, I will speak to the accounting department in regards to your refund status.While there is no guarantee, it should be processed by the end of the day!Best,Mia"No refund happened, so I followed up again on 4/15/25 and received the following message:"Hello ****,We apologize for the inconvenience of the wait.Due to a large volume of transactions, the refunding process has been delayed.I will speak to the accounting department in regards to your refund status.We will aim to have your refund processed as soon as possible.Thank you for your *************,Mia"Still no refund, so I called the customer service number twice and spoke with *** on 4/22/25 and ***** on 4/29/25. They both said that they were escalting the refund with the billing department. Still no refund.

  Business Response

  Date: 05/15/2025

  Hello ****,
  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  We are looking into this matter.

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23271466
  
  I am rejecting this response because this answer is just a variation on the prior responses that I have received from this company (see below). The merchandise was returned, exactly following the instructions that this company provided. The companies policy, per their website (**********************************************) is "typically 14 days to process the refund". Further, their policy then goes on to state that "All merchandise returned or exchanged will be examined by our gemologists and must be reviewed and confirmed by our accounting department and cross-referenced with its corresponding original order. This process can take up to four weeks." The merchandise was signed for on March 10, 2025 so this refund is well past the 14 day processing and also well past the four week review. This company should honor their published return policy rather than indefinitely holding money from customers and providing unacceptable excuses.

  
  As stated before, using the return ID number that was provided by the company - RET-*****. The package was signed for on March 10, 2025. I sent an email on 4/10/25 to inquire about the delay on getting a refund and received the following message:
  "Hello ****, Thank you for your message. We can confirm that we received the merchandise back on March 10th. Our refunding process typically takes up to 14 business days. As today is day 23, I will speak to the accounting department in regards to your refund status. While there is no guarantee, it should be processed by the end of the day! Best, ****
  No refund happened, so I followed up again on 4/15/25 and received the following message:
  "Hello ****, We apologize for the inconvenience of the wait. Due to a large volume of transactions, the refunding process has been delayed. I will speak to the accounting department in regards to your refund status. We will aim to have your refund processed as soon as possible. Thank you for your patience. Best, ****
  Still no refund, so I called the customer service number twice and spoke with *** on 4/22/25 and ***** on 4/29/25. They both said that they were escalting the refund with the billing department. Still no refund.

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/02/2025

  Hello ****,

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

  Customer Answer

  Date: 06/05/2025

  Complaint: 23271466
  
  I am rejecting this response, AGAIN, because this answer is just a variation on the prior responses that I have received from this company (see details from the prior rejection below).

  Additionally, according to the BBB, this complaint was closed on 5/1/25. I have taken futher action and filed a complaint with The ************************************** on 6/4/25.
  
  Details from the prior rejection:
  The merchandise was returned, exactly following the instructions that this company provided. The companies policy, per their website (**********************************************) is "typically 14 days to process the refund". Further, their policy then goes on to state that "All merchandise returned or exchanged will be examined by our gemologists and must be reviewed and confirmed by our accounting department and cross-referenced with its corresponding original order. This process can take up to four weeks." The merchandise was signed for on March 10, 2025 so this refund is well past the 14 day processing and also well past the four week review. This company should honor their published return policy rather than indefinitely holding money from customers and providing unacceptable excuses.
  
  As stated before, using the return ID number that was provided by the company - RET-*****. The package was signed for on March 10, 2025. I sent an email on 4/10/25 to inquire about the delay on getting a refund and received the following message: 
  "Hello ****, Thank you for your message. We can confirm that we received the merchandise back on March 10th. Our refunding process typically takes up to 14 business days. As today is day 23, I will speak to the accounting department in regards to your refund status. While there is no guarantee, it should be processed by the end of the day! Best, Mia" 
  No refund happened, so I followed up again on 4/15/25 and received the following message: 
  "Hello ****, We apologize for the inconvenience of the wait. Due to a large volume of transactions, the refunding process has been delayed. I will speak to the accounting department in regards to your refund status. We will aim to have your refund processed as soon as possible. Thank you for your patience. Best, Mia" 
  Still no refund, so I called the customer service number twice and spoke with *** on 4/22/25 and ***** on 4/29/25. They both said that they were escalting the refund with the billing department. Still no refund.
  

  Sincerely,
  
  **** *******
  

• Initial Complaint

  Date:04/28/2025

  Type:Sales and Advertising 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.

  this company basically stole $300 from me. I shouldve listened to my gut because their reviews all looked exactly the same with a lowercase last name initial on every one of them. I bought a diamond pendant that was very small for a gift. I purchased it literally two months before I needed the gift and they sent me a yellow diamond. The quality in *** apparently is very different from whatever standards they go by. They were reluctant to refund me, even though I immediately sent it back they promised me for $70 more, They would give me another pendant to my satisfaction by a certain date and time that was the only way that would work for me ! not only did I never get an invoice for the $70 but I had to go out and buy anothergift because I kept emailing them ,with no response for weeks and weeks and weeks asking for the invoice and how would this get to me in time for my event ! when I asked for a refund they said SORRY no refunds on exchanges! BAIT AND SWITCH. i am reporting this company to my local news station and also their shilling tactics and buying phony reviews for an phony online presence. They stole 300 from me ! RUN! very bad business!

  Business Response

  Date: 05/15/2025

  Hello ********,

  We apologize for the inconvenience.

  We received your order back as an exchange, and it was processed under the exchange instructions provided.
  When a dispute is filed, the transaction is no longer in our control and is under the full control of your financial institution.
  Thank you for your understanding.

• Initial Complaint

  Date:04/15/2025

  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.

  I have yet to recieve my refund. It's been 1 year. I purchased a 550 dollar engagement ring. Order number *********. Supposedly I filled a dispute before I got my refund. The dispute was taken off and billing keeps denying my refund. I should have gotten it back by now. This occurd Feb 8th 2024. Ive called 20+ times and sent my emails and same for the same runaround that they'll contact billing but nothing yet.

  Business Response

  Date: 04/28/2025

  Hello,

  We apologize for any inconvenience.
  When a dispute is filed, the funds are no longer in our control and the matter is under the full authority of your financial institution.
  Thank you for your understanding.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair 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.

  I had ordered last year beautiful earrings; this year couldnt remember my login and made a new one. I got an email after ordering and paying in full, that I needed to pay with ****** or set up a conference call with my bank because my mailing address doesnt match my card. I live at a motel currently. I told them I will not pay a second time and that since I stupidly used cashapp that neither solution was possible. I requested a refund. They never emailed me back again (March 18) and I never got the earrings. I disputed with cashapp with email screenshots as proof. They refused because the seller says I received the goods. I am literally being ripped off by Edwin Jewelers and Cashapp for $138 and I have no further recourse.

  Business Response

  Date: 04/28/2025

  Hello ******,

  We apologize for any inconvenience.

  We are small business dealing in fine jewelry of high value. 

  Whenever certain flags are raised in the information received for an order, our fraud prevention team requests additional verification prior to proceeding with an order.

  We made multiple attempts to communicate with you in regards to this order to clear these flags.

  Please note that CashApp did not contact us in regards to this transaction and we are unsure as to why they have informed you this.

  We value you as a customer and would love for you to enjoy the earrings you have ordered.

   

• Initial Complaint

  Date:04/04/2025

  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.

  Ordered diamond stud earrings for Christmas. They did arrive but was very inferior as to what was described. Requested return and was sent detail instructions and a return #RET-15255. A letter saying a refund would normally would be issued within 14 business days. I followed instructions and mailed by registered mail with instructions of delivery date and signed by persons receiving. They were mailed 12/30/2024 because of holidays allowed delivery time . They were delivered 1/15/25 and signed for by *****. I allowed 14 business days and started trying to contact them .. the phone was never answered so I have resorted to texts and emails. On 2/25/25 *** said it had been sent to accounting for refund. 3/12/25 same scenario. 3/25/25 same scenario. Always responded with apologies and have sent to accounting for refund. It is now 4/4/25 and still waiting for refund.

  Business Response

  Date: 04/28/2025

  Hello ***,

  We apologize for the inconvenience.
  We are a fine jewelry company. All returned merchandise must go through a thorough authentication process.
  We are looking into this matter.