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:01/27/2025

  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.

  Trying to Charge me 50 bucks as a restocking fee due to a chain mistakingly being damaged but it showed to have a life time warranty when I purchased the chain. The repair should be part of the warranty as mention life time warranty.

  Business Response

  Date: 01/27/2025

  The lifetime Guarantee clearly states to use it the customer must pay a deductible fee of $50.00. The customer purchased a herringbone chain. The herringbone is delicate and requires extra special care. We are willing to repalce the item provide the customer pays the $50.00 deductible 

  Please see the complete Lifetime Guarantee at 

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

   

• Initial Complaint

  Date:12/16/2024

  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 this about my recent experience in purchasing from Sarraf Jewelry Inc. to warn potential buyers what you're getting yourself into. I recently purchased from the Sarraf website (******************************) (supposedly) an 18kt yellow gold Figaro bracelet that is listed on their site as Made in *****. When I received the bracelet, the first thing that I noticed was how the bracelet seemed so cheaply made had the look and feel of something you might expect to get out of a quarter machine at the grocery store. The bracelet also looked much more like 14kt gold, compared to all my other chains/jewelry that is truly 18kt. The bracelet did not come with any type of certificate of authenticity and also had no Made in ***** stamp anywhere on it. I reached back out to Sarraf about this right away no phone number where you can actually call to talk to someone all through email and online chat ended up chatting with **** who told me that they get the spool of chain from *****, but then they actually cut the chain to size and assemble into a bracelet at their location in **********, ***. With that newly learned information, I argued with *** that the bracelet then wasnt truly Made in ***** if they made it into a bracelet in the ***, but he argued this with me and just said they assembled it in the ***, but he still thinks it was Made in *****. This is a bunch of garbage, here I was thinking I was purchasing a quality chain and received absolute junk. To top it all off, *** refused to provide a return shipping label for me to make the return and made me pay a premium for return shipping with a requirement to send the bracelet back both fully insured and direct signature required. I lost about $30 towards return shipping for a pro inaccurately described on their website. He was also very rude during this whole interaction. This is not proper business etiquette and feels more like a scam than anything else. Lost about $30 paying for return shipping.

  Business Response

  Date: 12/16/2024

  Thank you for sharing your feedback regarding your recent purchase from Sarraf Jewelry Inc. We value all customer input, as it helps us improve our processes and service. Please allow me to address your concerns in detail.
  1. Product Authenticity and Quality
  We are committed to offering high-quality jewelry to our customers. The 18kt yellow gold Figaro bracelet you purchased is indeed made with genuine 18kt gold. As explained during our conversation, the chain itself is imported from *****, and assembly (cutting and clasping) is performed in our California facility. We follow industry standards when labeling our products, and our description aligns with this practice. While the bracelet may not have been stamped "Made in *****," rest assured that the materials meet the specifications listed on our website.
  2. Certificate of Authenticity
  We apologize for any confusion regarding the documentation. Certificates of authenticity are available upon request, and we encourage customers to reach out before or during purchase if they require additional paperwork.
  3 Return Process
  We understand your frustration regarding the return process. While we strive to make this as seamless as possible, we require returns to be shipped with insurance and a direct signature to protect both parties and ensure safe delivery of high-value items. However, we acknowledge the inconvenience this may have caused you and will review our return policies for possible improvements.
  Customer Service Interaction
  We regret that your interaction with our representative did not meet your expectations. Our team is trained to assist customers courteously and professionally, and we will address this internally to ensure better communication in the future.
  At Sarraf Jewelry, our priority is customer satisfaction, and we are committed to addressing concerns promptly and fairly. Should you have any additional questions or wish to discuss this further, please feel free to contact us directly via email or chat.
  Thank you again for your feedback, and we hope to have the opportunity to serve you better in the future.
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22638124
  
  I am rejecting this response because: they are blowing smoke.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 12/26/2024

  We have issued a full refund to the customer.We explained to the customer the chain it Italian. Further more we are willing to put it to writing.  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22638124
  
  I am rejecting this response because Sarraf admitted to me already that the bracelet is made (or what he said assembled in the ***), although the material of the chain itself comes from ***** supposedly. I had purchased a bracelet that was listed on their website as made in *****. No it was not. It was made in the *** from materials that supposedly came from ***** with no Made in ***** stamp on it. This is deception to the buyer and their business should be held accountable. Not to mention the supposedly 18KT gold they had sold me very much so looked like 14kt gold compared to all my real 18KT gold jewelry that is actually legitimate. Sarraf needs to be held accountable for their deceiving business practices. I do not accept any further responses from Sarraf and will not purchase from them ever again, but others need to know about it.

  
  Sincerely,

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

  Business Response

  Date: 01/31/2025

  Hello to whom it may concern;

  We stand by the item quality and origin. The customer is only stating there option of what the item is and its origin. We stand by the item being 18K gold all the way through and the bracelet made in ***** and assembled in ****  

• Initial Complaint

  Date:11/06/2024

  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 purchased a 2.5mm 14k gold diamond-cut rope chain from Sarraf Jewelry on May 29, 2023, while residing in *********, relying on their advertising and BBB accreditation. The website explicitly advertised a 2.5mm chain, and there was no disclosure of any margin of error or approximate sizing at the time of purchase. I trusted their BBB accreditation and had no reason to believe I received anything other than what was advertised.Recently, when I took the chain to a jeweler for valuation, it was measured at only 2.0mm, not the 2.5mm I had paid for. Sarraf has insisted that the chain is correct, claiming it is measured by weight, not size. However, this justification is misleading as the chains size, a fundamental specification, was the primary factor in my purchase. The jeweler confirmed that the chain is 2.0mm, proving that it does not meet the 2.5mm specification. At no point has Sarraf disclosed that they sent me a 2.0mm chain instead, and they continue to insist it is the correct item, despite clear evidence to the contrary.I feel that Sarraf provided a smaller chain, possibly believing I wouldnt notice or justifying this due to price fluctuations. Regardless, the chain I received does not match the specifications of the product I ordered. This misrepresentation and the lack of disclosure about acceptable size variance falls under the protections of the Tennessee Consumer Protection Act (TCPA).I am requesting either a full refund or a replacement chain that meets the 2.5mm specification within 14 business days. If not resolved, I will escalate this matter further.

  Business Response

  Date: 11/06/2024

  1. On May 29, 2023, the customer purchased a gold chain from our company. Subsequently, the customer contacted us, alleging that an incorrect item was shipped.

  
  2. Our company's policy explicitly requires customers to report any discrepancies or issues within 30 days of receiving their order. Notwithstanding this policy, we proceeded to investigate the customer's complaint as a courtesy.

  
  3. Upon review, we verified that the actual weight of the chain shipped to the customer is 10.4 grams. The advertised weight of the item was listed as approximately ***** grams, with a disclaimer on our website noting that weights may vary within a margin of 5% of the advertised weight. A weight of 10.4 grams falls within this permissible range, as it is within the 5% tolerance stated.

  
  4. It is standard practice in the jewelry industry that the weight of gold jewelry is a primary factor in determining the price of an item.

  
  5. Following our investigation, despite the report being filed beyond the stated 30-day window, we have confirmed that the correct item was indeed shipped to the customer, consistent with the advertised specifications.

• Initial Complaint

  Date:03/27/2024

  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.

  The description of the ring said "approximate metal weight ***** grams" but on a laboratory scale, my ring weighs only ******* grams. Note the cost difference between the largest and smallest ring sizes. That could not cover a difference of greater than 3 grams of 24k gold! I want them to make their descriptions more accurate with the actual weight of a ring of a given size, or else the actual weights of the smallest and largest sizes which will be the actual range of weights for that article.

  Business Response

  Date: 03/27/2024

  The customer purchased a 24K Gold Wedding band size 8 1/2 on FEB 6, 2024. The wedding price on the website is based on ring size. The website shows an approximate weight 13.5 grams. We explained to the customer the weight is an approximate only. We do make distinction and charge based on the ring size. We offer this ring from size 4 to size 16. Clearly all the sizes can not have the same weight. We explained this to the customer. Unfortunately the customer did not accept our explanation. The customer chose to send it back for a full refund. We have received and processed a full refund FEB 26, 2024 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21320384
  
  I am rejecting this response because the explanation is not credible in light of the three files that I sent with my complaint.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/23/2024

  We state on our website the weight is approximate. 

  We make adjument to price based on the size 

  If the customer is not happy with the final weight we provide they prepaid label to send it back.

   

   

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21320384
  
  I am rejecting this response because:

  The weight that they indicate is not approximate. It is dishonest! Please look at the screenshots which i sent. Can i speak with someone or exchange messages with a person?

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

• Initial Complaint

  Date:03/08/2023

  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 purchased a 14k gold chain worth $4700 the Jewelry store delivered to my building address via ***** with an adult signature required. ***** states they delivered to a security guard which is a lie my building has no security on site or front door man. No evidence of a physical signature was provided by *****. No evidence of an ID scan was provided by *****. ***** must of delivered to item to the wrong apartment or left at the front door mailbox which is exposed to anyone stealing packages this is happening in ** very often. The jewelry store after making several Claims to ***** and ***** denying the claim still did not give me a resolution or an offer for a refund or another chain. Now I am obligated to pay for something never delivered to me physically like it was suppose to. Im sorry but it is not fair for me to pay something that was not personally delivered to my home. Your delivery system is broken and the costumer should not be paying a ***** for this. So no it is not unfair for me to write this complaint as it's a ***** driver word against a client. Typed receipts are not proof of signature, even a minimal scrabble is suppose to be provided by ***** and you know well that should be the case. So Im seeking for BBB to help me resolve this matter.

  Business Response

  Date: 03/14/2023

  Dear valued customer,

  
  Thank you for bringing your concerns to our attention. We understand your frustration with the situation and apologize for any inconvenience this may have caused you.

  
  Regarding your delivery complaint, we assure you that we take every precaution to ensure that our deliveries are made accurately and on time. However, we also understand that errors can occur, and we are committed to resolving any issues as quickly and efficiently as possible.

  
  *****, an international and reliable company, has investigated the matter thoroughly and found that the package was delivered to the correct address as indicated on the shipping label. Furthermore, ***** records show that an individual signed for the package at that address. We understand that you dispute this claim, but we would like to assure you that ***** delivery records are accurate and reliable.

  
  Imagine if every customer we ship to claims the ***** package was not delivered. We would have to refund every customer. For this reason, we must rely on the ***** investigation process.
  
  As ***** has confirmed that the package was delivered to the correct address and signed for by an individual at that address, we cannot refund the cost of the item.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19558959
  
  I am rejecting this response because:
  The signature shown my ***** is a typed name not an actual signature and any delivery driver can make up a name or handed the package to any apartment. It is not true that the package was delivered to my apartment as you well know ***** claimed the package was left with a security guard or left in a mailroom which is inappropriate delivery this package was to be handed in person and physically signed for which there is no such thing. So this is ***** word vs a customers word. You as a business need to demand ***** to give you a signature or a picture of a scanned ID which they do not have. Therefore this needs to be further investigated. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/29/2023

  ***** is insisting the package was delivered correctly. If you are successful  in reversing this with ***** get back to **. 

• Initial Complaint

  Date:12/20/2022

  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 ordered 14k gold hoop earrings. First of all, I selected 2-day shipping and my order wasn't even processed until over a week later. When I got the earrings, I was immediately surprised at how flimsy the hinge and open/close mechanism on them was but trusted that they would be secure. After wearing them a few times, the earrings had came undone and fallen off multiple times, just through normal wear, not pulling on them, because the closing mechanism is so cheap. As if it wasn't bad enough for me to almost lose a $300 pair of earrings when they fell out unexpectedly, the earrings got dented and damaged from their falls. The quality is so bad - whats the point of investing in fine jewelry if it's going to break and be useless within weeks? I contacted Sarraf to try and remediate this issue and they were absolutely rude to me and unwilling to make any compromise, return, repair, refund, or even accept any wrongdoing for sending me a cheaply made, faulty product. Apparently they do not accept returns on damaged products even if the damages are the result of their own bad workmanship. I deserve a refund because the product was defective and unfit for its intended purpose, which resulted in damages.

  Business Response

  Date: 01/24/2023

  We value our customers and try to do our best to make sure they are happy with their purchases. Furthermore, we take our customer service very seriously. We closed the first week of January in order to give our hard-working employees a much-deserved time to rest. We put a Red banner on every page letting customers know we are closed until January 9th, and all orders will be processed once we are back. While we were on vacation, all emails sent to our customer service e-mail address were answered.
  
  We never received an email from the customer informing us there was an issue with the earring. The only emails we received were once the customer lost the earrings making the claim the earring must have been defective, and that is the reason she lost the earring.
  
  If the customer believed the earring was defective, and it repeatedly fell off of her ears, then she should have stopped wearing the earrings and reported the issue to our customer service.
  
  The best we can offer the customer is a 20% discount on a new pair of earrings.

  Customer Answer

  Date: 01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is not relevant to my complaint. First of all, I was in contact with the company with my complaint in mid-December, so the vacation in ******* is irrelevant. Secondly, it is clearly stated in my original complaint and correspondence that I did NOT lose the earrings. Due to the defective closure of the earring, they repeatedly fell out, but each time they fell out, I retrieved them. My complaints to the company were regarding the DAMAGES to the earring. After the multiple falls, it was clear that the closure was defective, as it is not normally acceptable for earrings to fall out. At that point, I did stop wearing the earrings and contacted customer service. They were rude and not helpful, which is the reason for this dispute. A 20% discount is not a reasonable solution because I will not give this company any more business.

  Business Response

  Date: 01/31/2023

  I am sorry we are not able to issue refund. The best we can do is the 20% off as we stated in our last response.
  
  Imagine every customer who lost or got there item claim defective and requested refund.
  
  20% off is the best we can do.