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:07/27/2023

  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.

  12/29/22 Paid $826.95 Didnt receive ring until 1/21/23.Emailed return team to initiate return on 1/23/23.Called on 1/23 & 1/24 to start return process, no one answered Emailed back and forth from 1/25 - 2/12 as they kept on trying to propose options for me to exchange out with. Its an engagement ring. I had it appraised by a local jeweler and he said its garbage, borderline industrial.Finally on 2/11 someone answered and it was a lady who answered. She said she would initiate return and that I would receive an email in ***** hours. Did not receive it after 48 hours. Was told via email on 2/13 by ******* that I would receive it any time now via email. Fast forward to 2/20, still nothing.They finally send me an RMA number (this was a REQUIREMENT on the outside of the returned package, or else is would not be accepted). Shipped it back on 2/28. Took them 16 days to process only for them to tell me return ended up not being accepted. I emailed them 4 times during this 16 day period asking for updates, NO RESPONSE. I have email chains of their unprofessional acts, delays in response, and ethically wrong acts. Theyve caused my credit score to drop 50+ points.

  Business Response

  Date: 08/17/2023

  Hello ****,
  We have a generous exchange and return policy.
  If a customer is dissatisfied with their purchase,they may return it within 30 days for a full refund.
  Unfortunately, you attempted to return it well past this return period.
  We extended the return window for an additional ten days due to your circumstances.However, we still received the jewelry past this date.
  We have a Lifetime Exchange policy, where you will have full store credit towards any new item.
  We would be more than happy to assist you with an exchange.
  We appreciate you as a customer and would like to provide you with jewelry you would be happy with.

• Initial Complaint

  Date:06/20/2023

  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.

  I ordered a pair of earrings a Mothers Day gift. They took the money from my account immediately as most companies do a fund verification and actually charge when item ships. A couple weeks went by and no earrings. I called and they stated that all pieces are made by hand. Of course I would not receive them by Mothers Day. When I received them they were so ugly so tiny and the diamonds looked like frozen over ice. They were horrible and lacked any beauty whatsoever. I shipped them back and here we are June 20 and still no refund. But their policy states the 30 day return policy starts when they ship. I want my refund. This is not ordinary to wait 3 weeks for a refund. They leave a bad taste in my mouth.

  Business Response

  Date: 06/20/2023

  Hello ******,

  We are saddened to hear that.

  We have a generous exchange and return policy. 

  Keep an eye out for that confirmation email. 

  We are saddened to see you go, but hope to have you back in the near future.

• Initial Complaint

  Date:05/12/2023

  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.

  Ordered 4/30/23 for Mother's Day gift Contacted 5/5/23-item not ready and hasn't been shipped I requested to just cancel the order so I can use the refund and buy locally to have it by Mother's Day I was told they'd keep 25% of my payment-I never saw this anywhere when I ordered, and still don't. It is not a custom piece, so there shouldn't be a penalty.I just want the order canceled and my refund processed immediately rather than waiting for it to maybe arrive one day and then fight to get it returned. They offer a 30-day full refund, so please refund it now since it hasn't shipped and therefore will not be received on time.Order info Edwin Novel Jewelry Design ****Order Confirmation #**********/30/2023 Dear *************************, Thank you for your order from Edwin Novel Jewelry Design ***** We wanted to let you know that we are processing your order (#*********).Ship To: ************************* *************************************************************** ** Item #Unit CostDescriptionQty earrings_201709-center_stone_diamond-center_stone_shape_round-center_stone_weight_100-center_stone_color_g-center_stone_clarity_i3-metal_for_mounting_14k_white_gold-prong_type_4_prong-backing_type_scr546.11Flower Prong Stud Earrings1 Thank you for your business and we look forward to serving you in the future!Edwin Novel Jewelry Design **** Phone: ************ Email: ************************************* Website: *********************************

  Business Response

  Date: 05/22/2023

  Hello *******,

  We are saddened to hear that.

  We checked our logs and could not find any contact from you regarding an anticipated date in mind.

  We hand-craft our jewelry specifically for our customers.

  Though we would have been more than happy to expedite the order, had we known you would have liked it by a preferred date, a refund was already issued.

  We are saddened to see you go, but hope to have you back in the new future. Please know our customer care is more than happy to assist with future inquiries.

  Customer Answer

  Date: 05/22/2023

   
  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. I received my complete refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/23/2023

  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.

  On January 8th, I placed an order for a diamond pendant necklace with Edwin Novel Jewelry Design for $758.93. When I finally recieved the necklace around February 3 or 4, it was nothing like what I expected from pictures on the website. The quality was not worth price. Instead of waiting for the company to send me the return package, I ***** the necklace back to them the next day. It took them two weeks to find the return after I submitted a claim w/ Fedex for the return and they presented proof that the item had been received. On February 6, I began communicating with a guy named ******* from their company that told me that the return would be processed. Each week when I emailed he would respond that the return is still being processed. My most recent email was on March 13, when someone name ******* replied and told me that the reason the return is taking so long is that the return process was not followed. To date this process has taken over 5 weeks and I have not received a refund for my returned merchandise.

  Business Response

  Date: 04/03/2023

  Hello *******,

  Thank you for your message.

  We received a package from you. It created confusion, as there was no RMA number and we were unsure if you were going to exchange or return.

  A refund had already been initiated prior.

  We are saddened to see you go, but hope to have you back in the near future.

• Initial Complaint

  Date:03/13/2023

  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.

  3/12 2023 To whom it may concern,I purchased earrings from Edwin Novel Jewelry on 2 February 2023 for earrings for a cost of $5082 They were finally received on 2 March 2023, after some shipping delays (they made various excuses for the delays, but I did eventually receive them).We realized within a few hours of receiving them that these were not good for my wife, as they were causing an allergic reaction to her ears, likely from nickel in the posts.Edwin Jewelry has 30 days no question asked refund policy. The 30 days starts from the day the jewelry has been delivered.We asked for a refund on 4th March. Initially they offered to change the post to platinum. We kindly rejected the offer and asked to just return the earrings and get a full refund as posted on their website. They have stalled ever since to send a RMA number so we can return them. Along with the emails I have called them twice. The first time on the 8th of March in the morning, at which time they said they would call me back in the afternoon (by 2 PM). They never called back.I went to a reputable local jewelry store morning of 13th March to see what they would offer for the earrings, and they told me they would buy them for $400 dollarsyet I paid $5000 for them! When I asked them if I got ripped off, they said it looked like it.I called again on 13th March and I asked to speak to a manager. Surprise he was out of the office and nobody else was available to speak to me with any authority, when I asked why they keep delaying the refund/cancellation process.This company is obviously fraudulent. Upon doing further research, it turns out they had very bad ****** reviews so they got rid of their ****** listing. The reviews that are available online now appear to be fake.****************************

  Business Response

  Date: 03/14/2023

  Hello ******,

  We are saddened to hear that.

  All of our mountings are hand-crafted and made to order here at our facility in ***************. Our gemologists also hand-select your diamonds.

  You ordered a beautiful pair of ******* cut earrings.

  We are saddened that the 3rd party jeweler you took them to tried taking advantage and misled you. Your real, natural diamonds are worth far more; any diamond professional would know.

  We only use 100% real, natural diamonds - never lab-created.

  We have a generous exchange and return policy. Returns must be in the original condition. You mentioned you loved one wore them for an event and simply wanted to return them after, which, unfortunately, would not be eligible under the return policy, as they are not in the original condition. It was then mentioned she had an "allergy." You selected 14k white gold. 14k would have other alloys/metals mixed with the gold. In response, we offered an exchange for a Platinum setting, as we use pure Platinum for our mountings.

  We would be more than happy to assist you with an exchange to the Platinum setting. However, the order wouldn't be eligible for the return.

  We hope this helps clear any confusion.

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

  I disagree with a couple of things, but will let it go and close the case.   We are going to switch to platinum posts locally, for less expense and hassle.

  My wife wore the earrings for no more than 2 hours at home "not an event", to see if they were fine to wear.  That is when she noticed the irritation in the ears, something she never had before with various 14K white gold earrings or other jewelry.  

  To say that makes these earrings non returnable as they are no longer in their "original form" is a little absurd so I advise caution to anyone who purchase from them and thinks they might be able to return the items to them.  They will find any excuse possible.

   

  I will also note that the diamonds were appraised very differently than promised -  They were sold as H VVS2 but an independent GIA ********* geminologist described them as K S12 which is not even close.  The estimated value is about what we paid for so we'll leave it at that, but I would advise caution for anyone who purchases from them, that you are really getting what you asked for. 

   

• Initial Complaint

  Date:02/25/2023

  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.

  Order Confirmation #********* was placed on 12/4/2022 for $1,242.14 and received on 12/15/2022. The order was received and did not fit, so I contacted the company on 12/26/2022 to facilitate the return. It took 5 emails with ******* before he said he sent the *** which was needed to process the return. The *** was never received so I had to call on 12/27/2022 to get the ***. I immediately sent mailed the package via **** but it was returned to sender after 3 failed deliver attempts. I contacted the company on 1/16/2023 to ask about next steps with no response. I was concerned because now I was outside of the 30 day return window. At this point I submitted a BBB claim: a7d2d2d0-9dae-11ed-9fd2-0e63a05a1194 - complaint #********. The company responded to my complaint on 1/27/2023 and said try shipping again to return the merchandise and that they would honor the return. So I shipped the package again via *** on 1/28/2023 and it was delivered on 2/3/2023. I confirmed receipt with the company on 2/6/2023 at which point in time they said "We received your return on the 3rd of February. The refund process can take up to 14 business days. This would mark 3." I waited the 14 business days and followed up on 2/24/2023. Their response was "We received your merchandise back on February 3rd, which is past the 30 day return policy qualifying for a full refund." This is the whole reason I submitted the first BBB Claim/complaint and their response was they would honor it. Now I have neither the product or my money. They never reached out after the return to tell me this was this the case, I had to reach out to them AGAIN. I need a resolution as the company is NOT acting in good faith here when I have done everything promptly and according to their instructions.

  Business Response

  Date: 02/27/2023

  Hello *****,

  We have a generous exchange and return policy.

  If a customer is dissatisfied with their purchase, they may return it within 30 days for a full refund.

  Unfortunately, you attempted to return it well-passed the return period.

  We have a Lifetime Exchange policy, where you will have full credit towards any new item.

  We would be more than happy to assist you with an exchange.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19496456
  
  I am rejecting this response because:

  Why was the response to the last BBB complaint to return the order and you would honor it? Why did you say I would receive my refund 14 business days after 2/3? Why have you been holding the product without returning it to me or asking me if I want a exchange? You have had the product 3.5 weeks and not offered me an exchange, why? How is it right that I do not have the merchandise or my money?

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

  Business Response

  Date: 02/27/2023

  Hello *****,

  Unfortunately, you well-exceeded the return period.
  We have a Lifetime Exchange policy, where you will have full credit towards any new item.
  We would be more than happy to assist you with an exchange.

  Feel free to contact our customer care.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19496456
  
  I am rejecting this response because:

  Your offer for an exchange includes me spending $1,200 more dollars. I either want my money back or the original product back. No more charges.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/09/2023

  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.

  Ordered a pair of diamond earrings for Valentines day on January 21, 2023 . Was told the order takes two to 3 weeks as it is custom made . After 3 weeks I was told the item was shipping and a tracking # would be provided which never came . It is February 9. 2023 I found out through ****** reviews this company is not reputable at all. I am disputing the charges through my credit card. However it seems this company is well know for taking money and not shipping an item or shipping inferior items . This company needs to be investigated for thier business practices.

  Business Response

  Date: 02/20/2023

  Hello ****,

  We handcraft all of our jewelry here at our facility in ***************.

  Our customers have many designs to choose from, each of them have different combinations they can select.

  You selected a beautiful design, and are happy to see you received the earrings, per the tracking.

• Initial Complaint

  Date:01/26/2023

  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.

  I placed my order (#*********) on 12/4/2022 for 1 ct. diamond earrings for $1,242.14. The earrings arrived on 12/15/2022. On 12/26/2022, I reached out to the company to return the item - they did not fit in my wife's ears and the company promotes a 30 day return policy. ******* replied that "We would much rather provide you with a set of earrings that would be a better fit" and after a *************** he agreed to send an *** for the return. This never arrived. So I called the company on 12/27/2022 to get the **** On 12/27, I shipped the product following the instructions on the *** which was quite expensive due to insurance and tracking. The package failed delivery 3 times between 1/3/23-1/5/23 and was returned to sender on 1/11/23. On 1/16/23 I wrote the company to explain all of this and have not heard anything from them since. They have been extremely difficult to get ahold of and nearly impossible to deal with in processing a return within 30 days. There is nothing more I could have done and I want a solution.

  Business Response

  Date: 01/27/2023

  Hello *****,
  
  We are saddened to hear that.
  
  Upon looking the tracking you provided, the package was labeled as a return to sender.
  
  We are here at our facility during business hours and received many packages from the same carrier you selected on the days you state the delivery attempts were made. It appears you made have input a different address.
  
  Kindly follow the return instructions as sent via email, so that you can return the earrings.
  
  We are saddened to see you go, but hope to have you back in the near future.

• Initial Complaint

  Date:01/18/2023

  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 was told i would recieve a refund credit after inspected. All original set back,new to them my cost. Refund due back in ***** days from the time returned.ordered in their possession ******** called and confirmed return item and would refund credit back ********* approx.
  Called them back today and they are saying ***** days and maybe not til *********
  This is exceptable, that would be over ** day to feburary.?They are very slow at refunding. Need help
  Order#XXXXXXXXX
  ***** ph. X-XXX-XXX-XXXX. No supervisor to assist

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/24) */
  Hello *****,
  
  
  We are saddened to hear that.
  
  We tried giving you a call, but were unable to reach you.
  
  Please give us a call back.
  
  
  Consumer Response /* (3000, 7, 2023/01/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not want to talk to anyone there again! They are rude and changed the time of return twice on me. They lied each time, putting me on hold to transfer me to a supervisor, only to get another customer service representative. They said they could not tell me who supercisor was? 3 times i called them.
  I just want my refund credited back to my credit card
  On their website say could take up to 2 weeks, which refund should have been credited back on 1/18/2023. It is now 1/24/2023!
  
  
  Business Response /* (4000, 10, 2023/01/25) */
  Hello *****,
  
  
  Thank you for the call earlier today.
  
  We are glad we were able to resolve everything.
  
  We are saddened to see you **, but hope to have you back in the near future.
  
  
  Consumer Response /* (2000, 12, 2023/01/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes please remove complaint comment under Edwin Novel Jewels. Clear the company of complaint showing up under company name.
  I have talked to ************ with Edwin Novel Jewels and he has intiated a refund today and to show up within 3 days.

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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 been purchasing from them for over 10 years now. I love all the jewelry I purchased. When I contacted the company and the representative ***** picked up, he was *********** to talk to. I love this company. It must have been an off day for him. I still purchased the jewelry but I would like management to look into *****.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/03) */
  Hello ********,
  
  
  Thank you for your message and welcome back!
  
  We are very saddened to hear about the experience you had.
  
  We reviewed the phone logs, and recognized the concern.
  
  We have been growing rapidly as a company; many new representatives were added to our team.
  
  We value our customers and our customer relations are very precious to us.
  
  Rest assured, we have taken action with the representative you spoke to. Thank you for bringing this situation to our attention so we can prevent this from happening again.
  
  We see the order you have just placed with us. The diamond you have selected is beautiful, as well as the design you have selected, which is one of our newest styles. We hope you will love it.
  
  We appreciate the years of business we have had with you, and look forward to many more.
  
  
  Best,
  
  ******