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Business Profile

Jewelry Stores

Don Roberto Jewelers

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Don Roberto Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 8 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:06/19/2025

      Type:Billing 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'm submitting this formal complaint regarding a charge-off account from DN RBRTO JWL, account number ending in 7280****, which is currently being reported on my Experian credit report with a balance of $715.00, originally opened on 11/01/2019. I strongly dispute the accuracy and legality of this entry, and I am requesting immediate reinvestigation and removal based on serious concerns regarding its validity and verification.Despite multiple disputes submitted to Experian, I have not received any verifiable or original documentation that proves this account is legitimate, belongs to me, or is being accurately reported. Under 15 U.S.C. 1681i(a)(1)(A) of the Fair Credit Reporting Act (****), credit reporting agencies are required to conduct a reasonable reinvestigation of any disputed item within 30 days. To date, this has not been done in accordance with the law. No billing statements, signed agreements, or account-level evidence has been providedonly vague claims of verification.Additionally, under 15 U.S.C. 1681i(a)(5), any item found to be inaccurate, incomplete, or unverifiable must be deleted from a consumer's credit file. If DN RBRTO JWL or Experian cannot provide proper documentation that proves the full legitimacy of this debt and the accuracy of the reported balance and status, they are in violation of federal law by continuing to report this derogatory mark.If DN RBRTO JWL and Experian cannot immediately provide original, legally valid documentation supporting the existence and details of this debt, I am demanding that this account be permanently removed from my credit file. I am prepared to escalate this matter to the ************************************ (****) and take legal action under 15 U.S.C. 1681n for willful noncompliance if this issue is not resolved promptly and fairly.

      Business Response

      Date: 06/20/2025

      After careful review of the information on file with Don Roberto Jewelers and the information provided by the customer **** *******, we have determined that the account does belong to her.  

      In reference to the statement that customer has not received original documentation in regard to this account, our company policy requires that for the privacy and protection of our customers, any request to release documentation pertaining to a customer's account must be made by an order of subpoena.

      If the costumer has any further questions regarding this account, we ask that she contact Don Roberto Jewelers at **************.

    • Initial Complaint

      Date:06/16/2025

      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 have never purchased anything from them so I did not make any payments. Since it was sent to collections it is reflecting poorly on my credit report. I am in the process of trying to repair my credit. I am not liable for this Debt with Don Roberto Jewelers and was not provied with orginal contract as request

      Business Response

      Date: 06/17/2025

      A fraud packet will be mailed to the customer at the address provided to ********************, customer will need to fill out this packet and return it via **** (U.S. Mail) with the requested documents and copy of police report (if available) to:  
      Don Roberto Jewelers, 205 Avenida Fabricante        
      ***********************   

      Once the required documents are received, we will review and compare to documents on file and respond back to the customer.

      Customer can also dispute the account with the credit bureaus, and we will respond to the dispute.
                                                                                                                  

    • Initial Complaint

      Date:06/03/2025

      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.
      Someone open an account using my name with a fake id on this company and it keeps reporting to my credit report. My social is *********** ******* ******. I been fighting this for months and this company ignores my concerns. Instead they tell me how will u like to pay your account. I have told them several time I never open this account. I had a police officer tell them as well and they still dont listen. I have file several complaints with the credit bureau as well. Every time my social gets used I get a call like it says on my credit report. When this was open by who knows who I dint receive a call. We went in there and instead of answers that ladys there was just arguing with me. How am I going to pay for something I did not open. Please take this off my credit report.

      Business Response

      Date: 06/03/2025

      A fraud packet will be mailed to the customer at the address provided to ********************, customer will need to fill out this packet and return it via **** (U.S. Mail) with the requested documents and copy of police report.
      to Don Roberto Jewelers, ***********************************************

      Once the required documents are received, we will review and compare to documents on file and respond back to the customer.

    • Initial Complaint

      Date:04/12/2025

      Type:Billing 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.
      To Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with ********************** Account number: 7198 Account balance: $0.00, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

      Business Response

      Date: 04/14/2025

      We have researched this case, after review of the following documents: credit application, CA ID, billing address, signatures on file and compared to the documents provided to BBB by the consumer, we have concluded that this account does belong to Ms. ******************* style="font-size: 0.875rem;">All information provided to BBB match the information on file for this account.  If customer still believes that this account does not belong to her, Ms. ****** will need to submit a direct dispute with the credit bureaus.

    • Initial Complaint

      Date:02/13/2025

      Type:Customer Service 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 not liable for this debt with Don Roberto Jewelers, I do not have a contract with DN ***** JWL. They did not provide me with the original contract as requested.

      Business Response

      Date: 02/13/2025

      Customer will be mailed a fraud packet to the address provided on this complaint, customer needs to complete the packet and return it to Don Roberto Jewelers with the documents requested as soon as possible so that the account can be reviewed further. 

      Customer can also dispute the account directly with the credit bureaus or can contact our corporate collections department toll free number ************ to further discuss this account and answer any questions that she might have.

    • Initial Complaint

      Date:12/03/2024

      Type:Billing 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 believe this account has been assigned to me in error, as I am not liable for the debt in question.I have no contractual obligation with DON ROBERTO JEWELERS and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since DON ROBERTO JEWELERS has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

      Business Response

      Date: 12/04/2024

      Our company policy requires that for the privacy and protection of our customers, any request to release documentation pertaining to a customer's account must be made by an order of Subpoena. 

      If Mr. ****** believes that this is a fraudulent account, we require that he complete a fraud packet, which will be mailed to the address he has provided to BBB and return to Don Roberto Jewelers, with the requested documents to the address provided on the fraud packet.

      Please contact our Corporate Credit ***************** via our toll-free number ************ for any further questions regarding this account.

    • Initial Complaint

      Date:10/22/2024

      Type:Order 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.
      Im not liable for this debt with DN ***** JWL I dont have a contract with *** Roberto jewelry they didnt not provide me with the original contract as required

      Business Response

      Date: 10/23/2024

      Customer needs to dispute the account directly with the credit bureaus, they will provide the account number, SS# and date of birth, so that ********************** can respond accordingly.

      Also, a fraud packet will be mailed to customer at the address provided on this complaint, please complete as soon as possible and return via U.S. mail to:

      Don Roberto Jewelers *********************************************

       

       

    • Initial Complaint

      Date:10/02/2024

      Type:Order 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 not liable for this debt with *** Roberto , I do not have a contract with ************************,LP, they did not provide me with the original contract as i requested

      Business Response

      Date: 10/03/2024

      In order to provide an accurate response for this complaint we ask that the customer provide us with the ********************** account number that he is disputing. 

      Please also note, that Don Roberto Jewelers is in no way associated with ************************, LP nor has ever worked with third party credit companies.  

      We also suggest that customer dispute the account directly with the credit bureaus so that they provide us directly with all the account information needed in order to respond in an accurate matter.

    • Initial Complaint

      Date:05/16/2024

      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 have stopped making my payments due to the poor quality of our very first wedding rings. They sold us on beauty and quality and yes they are beautiful but the quality is horrible. Why am I paying for jewelry that keeps losing stones. For the first 6 months the ring was with the service / repair more than on my finger. Also if I didn't pay the additional for the insurance or service they push on you they would have never attempted to keep repairing. After so many times of having to turn it in or get switched out for a new ring I finally got fed up. My wife's ring is also missing a stone and the metal eats at her skin. I have never experienced this with any jewelry before. Not even the cheap stuff.

      Business Response

      Date: 05/17/2024

      Our repair records indicate that the ring was brought in for repair/replacement of a diamond and rhodium on September 5, 2023, and was picked up by the customer on September 24, 2023.  We do not show any other records of the ring being in repair or customer contacting ********************** with any issues. 

      If customer would like to further discuss her account, please contact our Corporate Collections Department Supervisor ******************* at **************.

      Customer Answer

      Date: 05/20/2024

      This response is incorrect. I have had to turn the ring in a total of 3 times. After the 4th time of loosing a stone I have given up on being patient with this company and their cheap jewelry. If your staff is hiding service calls that is also for deceitful. I lost a stone 2 days after taking the rings from the store and was worried I wouldn't have it in time for my ceremony. After badgering the location they were able to get it back to me with a new stone just on time before my flight. After my ceremony another stone fell out and this time they opted to replace the ring. Again I received a replacement and a stone fell out of the new ring, once again they took it in for repair and this time to test all the stones..... Guess what a couple months later another stone gone. I want full credit on the remainder of my outstanding balance. 2 rings out of this set have missing stones and it hasn't even been a year!!

      Business Response

      Date: 05/24/2024

      We have reviewed our records once more and are unable to locate any repair or exchange records for **************, other than the above mentioned. 

      ************** will need to provide receipts or date and location of the ring replacement as well as other repair records mentioned on her complaint.

      At this time there is nothing else we can do until ************** contacts us to further discuss this matter.

      We ask that ************** contact our corporate office and speak with one of our supervisors at **************.

      Customer Answer

      Date: 05/29/2024

      I have save all the records and this is more proof on how sneaky your company performs. I will provide everything to my attorney and have them contact corporate

    • Initial Complaint

      Date:03/26/2024

      Type:Order 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 not liable for this debt with **********************, I do not have a contract with DN RBRTO JWL, they did not provide me with the original contract as I requested.

      Business Response

      Date: 03/26/2024

      A fraud packet will be mailed to customer at the address provided on this complaint, since customer states he is not liable for this account.

      Customer must complete and return with the requested information to:

      Don Roberto Jewelers
      ********************************************************************************

      If customer has any questions in regard to account, please contact Don Roberto Jewelers at ************ and ask to speak to Corporate Collections Dept.

    Don Roberto Jewelers is NOT a BBB Accredited Business.

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