ComplaintsforJewelry Exchange

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed Order Number: ****** for a 1ct diamond ring with a yellow gold band for a total of $1,098.First off, I get a text from someone at Jewelry Exchange trying to scam me by asking if a brown diamond that costs over $600 less than I paid for is fine and then attempts to upsell me to buy the item I actually paid for. I told them to look at the order again because I didn't order a brown diamond. So there's tip off #1 that your team is selectively scamming people.After texting back that it's the wrong diamond they send me a photo of a normal looking diamond but it was on a white band so I texted back I ordered a yellow gold band not a white gold band and they said that it will be switched to a yellow gold band before resizing.Yeah, so the ring comes today with a giant, ugly, big black dot growing in the middle, it's a defect and not what I ordered as it's worthless and you guys know that. Dumb brown diamond that costs $600 less is worth more than this defective diamond you scammed me with.It's a COMPLETELY different diamond than the one your employee texted me, the one he texted me (see screenshots) does not have this giant black dot in the middle, so whoever is working over there switched that diamond out with this worthless one.It's also on a white gold band instead of a yellow gold band despite someone over there getting texts from me indicating it's for a yellow band and that it would be a yellow band.Thankfully I took a photo of my order by the way because you scammers have no way for a custy to lookup and order and your login for accounts is completely broken and gives a 503 block error when attempting to login because it's so broken I guess some companies just get so big they can't properly manage themselves and their employees can feel free to selectively scam random people trying to have the happiest day of their lives?

  Business response

  03/11/2024

  We are investigating now, but it looks like the wrong item was shipped to the customer. He has already contacted us and we are already working with him on a solution, he will be given a full refund if thats what he wants, otherwise we are happy to do an exchange with a much better quality and more expensive stone in the interest of customer service. Really apologize for this, but mixups sometimes happen in shipping and we will move mountains to make him a happy customer.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ring on July 23, 2023 from The Jewelry Exchange, through PayPal, pay over time. When I received the item, it was of inferior quality, so I shipped it back to The Jewelry Exchange, with insurance on the package. The Jewelry Exchange refuses to refund my purchase price, despite the fact that they now have the ring. The original purchase price was $829. They have refunded $45, which is what I determined the ring to be worth based on its inferior quality. They are still charging me $45 per month on the PayPal, pay over time plan. This corporation is running a scam.

  Business response

  03/14/2024

  ***************** has returned the item, and a full refund has been processed. There should be no further issue.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a ring for my wife. First I went to the store they told me to order it on line and I would get it in 3 days. I did go onto thier web site and ordered it. I never got it. I called 5 times sat on hold for over an hour, Finally spoke to an agent on December 15th she told me they messed up and would overnight to me so I would have it for Christmas. Never Happened. I went back on linr and cancelled it. No response. I called again today. I was told 3 or 4 more weeks. I asked to cancel again , agent said I see what we can do. Crazy this company is a big scam

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Today I had sent in a diamond cluster ring 10k that was just appriaised with real diamonds along with a 14k .4ct light pink diamond that was just tested and appriased,polished and evaluated between 6k upbto to 10k and they just contacted me and said diamond ringvdiamonds was fake a ** they received a .27ct white diamond I had **************** Gia ********* jeweler that deals directly foe high end stones just appraised these and I told them that I have the appriasel they said it wasn't wat they got I want to take this as far as possible therebnot getting away with swapping out the diamonds I have pictures and local jeweler who just said he would verify that it was a light pink round cut .4ct diamond set in 14k the ring was appriased at 500 and the pendant **** a min of 6k they can pay for a replacement

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The jewelry exchange is selling fake diamonds with fake *** reports from ****** ***** at every location and every single diamond is fake. 10 years ago My ex purchased a 15k Diamond from the jewelry exchange, complete with *** ****ificate and receipt. I then went to sell the diamond since divorced. Was told by a reputable jeweler that the Diamond is fake , worthless , and the *** papers are fraudulent because Its well know that this particular *** ****** takes bribes and is corrupt. I went to the jewelry exchange to sell the Diamond back and their response was we dont buy diamonds . Um ok , 80% store credit only. I asked to see another Diamond just to look at the *** report, now remember this is 10 years later, guess where the *** **** is from????? You guessed it ****** *****. They were willing to take their worthless diamond back from me who purchased it for 15 k and give me another worthless diamond. I asked if I could take the new Diamond to another jeweler to appraise it and of course their response was no. How is this national chain selling and reselling fake diamonds for so many years???How is this national chain ONLY using *** reports from ******, *****. The most corrupt reporting institution. ********, **********, ********* etc. all reputable. Why not use them if you are selling a legitimate product. Well the answer is clear. They are not selling real diamonds, they are selling fake diamonds. Worthless diamonds for thousands of dollars to unsuspecting customers.

  Business response

  11/21/2023

  *** is among the most reputable labs used for Diamond certification, and there are no problems with their ****** office that im aware of. We cant even be sure that the diamond was certified in the ****** office because the image the customer attached shows only the company who sent the stone in for certification (A reputable vendor we have dealt with for many years), and not the office where it was certified. We carry thousands of *** certs that were certified at a variety of *** locations, all of which have the same stellar reputation in the diamond industry. There is nothing fake about diamonds certified by ***'s ****** office. These are natural diamonds that are 100% authentic.

   

  We have a 90 day return policy on diamonds, and after that we honor 80% of the value toward a trade in. Unfortunately the customer is well past the return period. It is common practice for jewelers in the trade to disparage a competitors goods in an attempt to make a sale. If the customer had gotten an opinion from a certified NAJA appraiser, it would carry more weight, but the opinion of a competing jeweler should always be taken with a grain of salt.

  Customer response

  11/22/2023

  this is a very simple resolution. Lets take the Diamond to a third party and see what they say. A Diamond is a Diamond. Something else is something else. You are selling and have sold non diamonds as diamonds.Yes, Specific *** locations are highly regarded, Cali, ********, etc. ******. ***** not regarded as transparent or reputable. Highly known for corruption and taking bribes. Period. When In your *** location I asked to take the 80% replaced in store credit Diamond to a third party for verification and you said no. You dont stand behind your diamonds because they are fake. Again easy solution. Lets send the Diamond you sold me to ******** or ********** *** and see what they say

  Business response

  11/22/2023

  The diamond we sold you was genuine, with a gem grading report from **** All *** offices use the same criteria for grading, and aside from one case several decades ago of a grader in the ******** office taking bribes (he was fired), theres been no instances of bribe taking at any *** ********* fact, the parcels now come to the grader without any identifying information about the sender so it would be impossible for the grader to benefit anyone specifically. For stones up to 1 ct., they use an automated grading process,and stones over 2 carats are sent to one of the US offices anyway.  You dont know which office it was certified at, as the picture you posted was the name/address of the entity that sent it in for grading, not the office where it was graded at. All *** offices grade to the same *** standards, and there is no reason to believe the diamond we sold you 10 years ago was fake.  We give customers a 90 day grace ****** from the time of purchase to make a full value exchange, and unfortunately you have exceeded the return ****** and therefore can only apply 80% of the value toward an upgrade pursuant to the terms and conditions you agreed to at the time of purchase, as listed on the back of your receipt.  The statements  you have made to BBB and the public are libelous, and we will aggressively defend our brand and good name in the industry. 

  Customer response

  11/27/2023

  Any reputable jewelers will buy any Diamond that is real at what they consider to be the going rate. Why do you refuse to buy your own diamonds back at any rate? Because they are fake. You dont want to pay a ***** for a Diamond not worth a ***** which is why you only give store credit to swap out fake with more fake. The number on the Diamond  you sold me matches the *** report . Lets take it to a third party and see what they say. Simple as that. Its not about grading its about being worthless. You sold me a fake stone. If you stand behind it then lets take it to a third party.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a set of 1/2 ct 14K white gold Martini Setting Lab Grown Diamond screwback earrings on 9/9/2023 via the internet. These were received on 9/16/2023. I was sent the earrings in a 4 prong setting. I contacted the company on 9/16/2023 via their live chat describing what was wrong. After some back and forth, I was called by the company and they asked for a picture of the earrings. I sent that to the cell number they provided and they confirmed that I was sent the wrong item. They were to put in an order for the correct earrings and that they would be emailing me a return label and instructions on 9/18/2023. I did not receive an email so I waited until 9/21/2023 and asked for and update on the process. They said they had received the earrings and would be shipping the new ones shortly. But I had not sent them back yet. Then my messages were not responded. I had to keep asking for help. They said again they would sent the label and instructions on 9/21/2023. I still have not received any instructions and I cannot get what I ordered. The company is not following through with what they state they will do.

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a pair of diamond earrings on 12/17/21 as a Christmas present for my wife (paid $1659.73). She has been wearing them but lately the backing became loose so she wanted new backings as she was afraid the may fall off while wearing them and they get lost. We visited the store on 7/14/23 to get new backings. They said they dont have new backings but we could have them upgraded to s**** on backings for $60 and this would require the earrings to be sent from the Phoenix store to the ******, ** store. We agreed. We received a message on 7/24 that they had received the earrings back and we could pick them up. We went that afternoon to pick them up. Upon our arrival we said who we were and they found our earrings. The lady we were dealing with, I believe *******, said that the CA store that did the upgrade said that the earrings were not diamonds but CZs. My wife and I were both shocked. We said we had bought them there (which they already knew as they pulled up the sale when we dropped the earrings off and they had a copy of the receipt in the file to my had with the earrings). We said that either they sold us fakes or the stones were switched out. My wife asked did they test them at the Phoenix store before sending to CA store. The employee said they did not. My wife asked should they have and the employee said yes. The employee called the CA store (I think it is the headquarters) to inquire what to do. She talked to them for a few minutes then said that they would look into this and get back to us. We left w/o earrings. Rcvd text on 7/25 saying corporate was working on a solution. On 8/1 we talked to ***** who advised corp managers ************* were not able to do anything . On 8/4 we went and picked up the earrings. Interestingly, they did not charge us for the upgraded backings. Please help!

• Initial Complaint

  02/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 12/14/2022 we purchased a custom engagement ring at the agreed amount of $6500 from the jewelry exchange. We applied for financing on the agreed amount with a down payment of ****. We were approved and the ring was made but now the business is not allowing us to pick up the completed ring and are saying we need to pay in cash in store with a total of $7400. This is not the agreed amount on our receipt and they refuse to give us the ring.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company refuses to give me my money back. I like many others have been scam out of their in- store gift card purchases. the Goldenwest Diamond Company scams thousands of dollars out of the unsuspecting and devoted customers every day. How is this business able to get away with the millions they steal from loyal customers with out fear of consequence? They have over ***** dollars of my money personally that they refuse to give back or just follow through with my purchase order and now they are telling me they cant do anything about the thousand dollars I have invested in their store account is ridiculous. As I read through the BBB reviews I see they do a lot of their customers that way.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a diamond ring from The Jewelry Exchange for my 10 year anniversary. I paid $4,936.42 for this ring. I purchased it in August of 2019. I have since then received other jewelry from my husband and would like to sell this ring. I went to several jewelers, that were all certified gemologists and they made me aware that the center stone of my ring was laser drilled and the diamond is not worth very much. This was a shock to me and this fact was not disclosed to me either by the salesman or noted on the receipt. When I called them, they offered me an upgrade or 80% store credit. That was their policy. I want a refund of my money. This violates the Federal Trade Commission's disclosure for permanent gemstone treatments of Section 5 of the act. Would you please help me with this? Thank you so much.

*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. ↩