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Business Profile

Online Retailer

Jaxxon

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 69 total complaints in the last 3 years.
  • 19 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:03/08/2024

    Type:Service or Repair 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 made a purchase with ******* December 2023, the iteams were smaller than expected I contacted them pay extra for the exchange and mailed them back the 3 chains for exchange, I was told it will take 7-10 business day. And now were in March and I keep getting the run around and no money refund they have the chains and havent given me back my money. I contacted my bank but because I bought this by using affirm my bank cant get the funds. I try contacting ******* again but now they saying a manager will get back to me but nothing and they keep ignoring my emails and refusing to let me talk to a manager and wont give me my refund. I have proof they sign and received the iteams back. I would like to get my money back because Im not letting them keep $389 dollars and I dont have the merchandise. This is not right because this has hurt my credit and theyre not trying to help me or refund me my money or following their own return policy rules.

    Business Response

    Date: 03/18/2024

    We truly apologize in the delay of shipping out your exchange order after receiving your return. At this time, it looks like you've received your new items. We will reach out to you to ensure you are happy with your purchase or if you need further assistance!

  • Initial Complaint

    Date:03/08/2024

    Type:Service or Repair 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 purchased 2 necklaces from this company for my wife for Valentines Day. The date of purchase was 2/7/24, for a total of $289.38. My wife didnt like the necklaces so we immediately returned both necklaces, shipped back 2-3 days after Valentines Day. On 2/17/24, they refunded my credit card a total of $116.14. After asking them why I was not refunded the total value of both necklaces, they said its because only 1 necklace was indicated as a return, even though both necklaces were shipped in the same package. They are saying the 2nd necklace will be considered lost. So theyre keeping my money for a necklace that I returned because of a technicality in their return process. We dont have it anymore so we shouldnt have to pay for it.

  • Initial Complaint

    Date:02/22/2024

    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 recently ordered a gift for Valentines Day. When received, the chain was broke (would not open or close) therefor, it was unable to be put on or taken off. I ordered a matching bracelet chain as well. To my fault, the bracelet was the wrong size. I contacted customer service online and after 2 hours and 40 minutes of their chat, I got no where. All I was asking was if they could send me out a new set immediately, as this was a gift, with a return label (to return the defected chain) and I would pay for the difference of the larger bracelet. As a business owner, if I were to send send a broken gift (that was supposed to be wrapped and wasnt - I did not even let them know this which I paid $10 for,) I would immediately send out a new chain and allow the customer to exchange the bracelet. Of course, they wanted to give me a credit once the items were both returned, therefor I would miss out on the sale that ended the same day the gift was received (Feb 14.) OR they can wait for hours to see if my refund would be approved and they would get back to me. OR they would put a hold on MY credit card until the defected one was returned and send another. You sent me broken jewelry and expect me to put a hold on my card?They also gave me the option to return the jewelry, once I wait for a return label, then they will need to inspect it, and then wait 7-10 days for a refund. Horrible customer service and they do not care about their product or inconvenience. All I wanted was for them to send me a new set with the same 2-day shipping that I had a code for, with a new chain necklace that was not broken, and I would pay for the larger bracelet that was needed so that the gift could still come this weekend and a return label so once the new set arrived with the return label, I could send the bad one (and small bracelet back.) It is horrible to send a gift that is broken to someone and embarrassing and they do not care about their customers or back their product obviously.

    Business Response

    Date: 03/12/2024

    We are truly sorry you received a defective product and that it took longer than usual to receive help from an agent on our team. After reviewing your correspondence with us, I can see where the issues came up! At this point, I do see that you've been fully refunded for you order, but I will reach out personally to ensure that you feel you've been fully taken care of. We do not take these issues lightly and your honest feedback is appreciated. 

  • Initial Complaint

    Date:02/07/2024

    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 bought a gold chain from Jaxxon for my boyfriend for Christmas. I use my card ending in 9908. Theyre saying I paid with a card. Ended in 7412. I dont own a card with 7412. I paid with 9908 so they refunded the money to 7412 that is not my card. I dont I know whose card that is I explained to them that is not my card I paid with could they put my money on 9908 but we didnt seem to be getting anywhere with that I would like to get your help with getting my money my back. Thank you.

    Business Response

    Date: 03/13/2024

    I apologize for any confusion our team caused. I can see that we did fully refund you for your returned item and money was provided to the original payment method ending in 9908. We will reach out to you to confirm you've received it!

  • Initial Complaint

    Date:02/07/2024

    Type:Sales and Advertising 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.
    On January 22, 2014, I ordered merchandise from Jaxxon. I received confirmation of shipping label creation on January 25. Shipping was ***** two day. ***** shows no package was ever provided to themonly a label was created. I emailed Jaxxon on February 1 and February 5 and was informed that the package had been shipped but ***** just didnt scan. Jaxxon claims this is *****s problem, not theirs. I have received no merchandise and no solution from Jaxxon.

    Business Response

    Date: 03/18/2024

    We truly apologize that our shipping carrier, ****** did not deliver your original order shipment. We are looking into the reasons why we did not ship you a replacement sooner. At this point, it looks like your replacement order was delivered. We will reach out to you to ensure you're happy with your products or if you need further assistance!

  • Initial Complaint

    Date:02/06/2024

    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 made my order (#*******) from Jaxxon on January 13, 2024 and was guaranteed delivery within 4-14 days. I quickly noticed that the shipment information was sent to DHL, but after noticing no movement for 2 weeks, I reached out to DHL and they never actually received my package from Jaxxon. I followed-up with Jaxxon and they continue to give me the run around, stating that they have sent my package and there is a delay "due to the storm in the US". They told me it can take 2-3 weeks for international orders to ship (I am in ******), but it marks 3 weeks tomorrow and DHL still does not have my package. I have been reaching out to Jaxxon daily and they continue to lie to me - telling me DHL has my package, they clearly do not. At this point I am convinced that this company is a scam. I have asked for a refund, with no luck. DO NOT ORDER FROM THEM!

  • Initial Complaint

    Date:01/29/2024

    Type:Service or Repair 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 had placed a order never received it they told me to contact post office and I did then nothing happened they told me I was supposed to receive a letter but I didn't contacted post office and they can do nothing told me business is supposed to solve it .

  • Initial Complaint

    Date:01/17/2024

    Type:Order Issues
    Status:
    Resolved
    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 Order From JAXXON And I Never Received My Order I Had To File A Claim ************* Like They Ask Me Too So It Is Niw Been Two Weeks I Sent Them The information For ********* And They Stated They Will Send Me Another Chain But I Already Order Another One From Somewhere Else For My Boyfriend For Christmas And I Want My Money Back Not A Re-Shipment

    Business Response

    Date: 01/29/2024

    We have spoken with the customer and provided a full refund on 01/08/24. The customer confirmed she was happy with the outcome. If further action is needed, we'd be happy to help.

    Customer Answer

    Date: 01/30/2024

     
    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

    Date:01/12/2024

    Type:Delivery 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 bought a necklace (Order # *******) from them on Dec 13, 2023. I received it on ***** and returned it on *****. It wasn't what I expected. I took it to the *** store in ****** as per the Jaxxon website. I have the *** tracking number and receipt. I emailed them this week to ask about my refund. They said they haven't received it back. I tracked it and it said delivered. I took a snapshot of their website where it says item received back. I have called them 4 times and each time I'm forced to leave a message. I have yet to get a call back and haven't got an email from them since I sent them proof the item was delivered back to their warehouse. I am due ****** and I want my money. I don't trust this company. They have poor communication with customers.

  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair 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 purchased a studded St. ******* Pendant with chain for $224.00 on 12/6/2023 after receiving an email from Jaxxon guaranteeing items will be received by Christmas if orders are placed by 12/11/23. My order was shipped on 12/9/23. It is now 1/3/24 and my order seems to have been lost by **** as it states it has been moving through our network since 12/15/23. I wrote to JAXXONs customer service requesting a refund as I ended up having to go to a local jewelry store, purchase a different pendant, and send it express for the person to get it in time for Christmas. Jaxxon offered to send me another pendant. I told them no, I want a refund, I have no use for another pendant now that the holidays are over and I already purchased that person a gift locally. They then apologized on behalf of **** and offered a replacement again and a $50 Jaxxon gift card. What makes you think that I will be using your business again after you failed to refund me for an item lost by your preferred shipper? Their customer service, specifically ****** was not helpful at all and kept pushing a replacement.Their advertising promised to get it by Christmas if I ordered by a certain date, which I did, and they still refuse to refund me!I am formally requesting a full refund to my payment method, and will initiate a chargeback with my bank for fraudulent business activity if Jaxxon refuses to assist in this matter.

Jaxxon is NOT a BBB Accredited Business.

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