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:07/28/2025

  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.

  Order #****** placed on 7/6 for 2 items during a BOGO sale - earrings and a zodiac bracelet. Order arrived on 7/14 via ****. They sent one bracelet - not the one I ordered nor the earrings. I emailed immediately and submitted to return/exchange. My return/exchange arrived on 7/18 and I didn't hear anything. I followed up and the customer service member told me it was 75 days past the return date? She was referencing an incorrect order number - #******? That isn't the order I am talking about - the ship label even has the correct order number on it. Now I have been going back and forth with this same team member and they want to send me the 1 bracelet I didn't even order and offer me 15% off? No - I would like a refund. the company made the error and sending me the wrong item. It shouldn't be this difficult. I am really disappointed as I wanted those 2 items for a trip and I liked this brand. I will not ever shop from them again. Still waiting on my $100 refund....

  Customer Answer

  Date: 07/29/2025

  Update: the company emailed me today and provided a full refund.  They did apologize and said it was their mistake.  I am satisfied with this outcome.  

• Initial Complaint

  Date:10/23/2024

  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 received damaged items that appeared to be used and accidentally shipped to me. I ordered a bracelet set. One bracelet arrived with a broken hinge, it does not close and cannot be worn. The second bracelet was smaller than the listed measurement online AND it did not match the photo listed online. I believe this bracelet was altered in someway, possibly by a previous customer. This bracelet also does not close properly, the clasp, and the jump ring do not even fit together, this bracelet cannot be worn either. This is completely unacceptable. I paid a large amount of money for this bracelet set in good faith and I expected new, quality items to be shipped to me. Instead, I received used garbage. I reached out to customer service (and included photos of the items) and someone responded to say unfortunately, these things happen sometimes, it is both unacceptable and completely unsanitary for me to receive items that were used by someone else. At a minimum they owe me a refund for the bracelet set. I just received an email asking me to review my items online. Id like to give the company another opportunity to make this right before I negatively review them online and warn other customers of the low quality and/or used items they may receive if they purchase from this company. They sent me a return label-why?? So they can send this item to another unsuspecting customer?

  Business Response

  Date: 10/24/2024

  Dear *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for the issues you've experienced with your bracelet set.Your satisfaction is our top priority, and we understand how disappointing it must be to receive items that did not meet your expectations.
  We want to clarify that we received your email on Saturday,October 12th. As our customer service department operates Monday through Friday, we responded to your message first thing on Monday morning, October 14th. We've attached an image of our response for your reference. We apologize if our reply did not reach you or if it did not adequately address your concerns.
  Regarding the condition of the bracelets, we take quality control very seriously. Receiving damaged or incorrect items is unacceptable,and we are committed to resolving this issue promptly. The return label we provided is to facilitate the return of the defective items so we can investigate the matter thoroughly with our manufacturing and shipping departments. Please rest assured that any returned items undergo strict quality checks and are not redistributed without ensuring they meet our high standards.
  To make this right, we would like to offer you a full refund for the bracelet set. Alternatively, if you prefer, we can send you a new set that has passed our rigorous quality assurance process. Please let us know which option you would prefer, and we will proceed accordingly.
  We appreciate your patience and thank you for giving us another opportunity to address this situation. If you have any further questions or need assistance, please do not hesitate to contact us.
  Sincerely,
  ******* *****
  Artizan ************************

  Customer Answer

  Date: 10/24/2024

  I received the response from the company. They provided a choice of a refund or a replacement. At this time, I would accept and appreciate a refund for the bracelet set. I did not see an area where I could specifically say yes to this offer from the company so Im writing it here, please let me know if there is anything else I need to do at this time. 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22466655
  
  I received the response from the company. They provided a choice of a refund or a replacement. At this time, I would accept and appreciate a refund for the bracelet set. I did not see an area where I could specifically say yes to this offer from the company so Im writing it here, please let me know if there is anything else I need to do at this time.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/23/2023

  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 the Herradura Lock Necklace 9/4/23 and received on 9/13/23. The necklace uses a s**** closure, but the problem is the thread on the s**** is too short to secure the necklace and with very little movement, the s**** untwists and the s**** falls out, making the necklace unusable if lost. The first time I wore it, I noticed I had to keep tightening it. The second time I wore it, 9/15, the s**** fell out without me noticing and became lost. I reached out to the company for a replacement s**** and expressed my concern about the length of the thread on the finishing piece. I was told there was not a design flaw and while some customers find the closure intuitive, others need a learning curve. They told me they would not replace the screw, but directed me to a link for a replacement that is $20. This indicates they are aware of the issue, but are not acknowledging it. I want to note as someone who has worked in jewelry professionally, is extremely uncommon for replacement parts to be sold for jewelry. I am also vigilant about reading reviews before purchasing, everything had good reviews. I submitted two reviews after my experience, both of which never posted to their website. They also deleted my reviews on Instagram. While fielding reviews may be legal, it is deceptive, especially since it appears they are aware that this necklace has a defective design. After multiple complaints and a trustpilot review, the company reached out to me and agreed to replace the pin free of charge. I was hesitant, but agreed to have them send me the replacement pin free of charge with the agreement that if the pin came loose again, I would get a full refund. The company agreed, but then charged me $10.99 shipping which was not disclosed to me nor authorized by **** expect a refund on the $10.99 and I expect the company to stay true to their word that if the pin is lost a second time due to the design flaw, I will be refunded my money in full.

  Business Response

  Date: 09/25/2023

  Dear BBB,
  
  I hope this message finds you well.
  
  I am writing to inform you that we have addressed the customer's recent complaint. In our response, we acknowledged that an error was made by one of our agents, resulting in the incorrect case solution. We have taken steps to rectify this situation promptly.
  
  To resolve the issue, we have expedited the shipping of the correct piece to the customer. We kindly asked her to inspect the piece upon receipt to ensure it meets her expectations and functions as intended. In the event that the piece does not meet her satisfaction or operates incorrectly, we are fully committed to facilitating a hassle-free return process, including covering all associated costs, and providing her with a full refund.
  
  Our primary objective is to maintain open and transparent communication with the customer throughout this process. We are actively engaging with her via email to understand her preferences and ensure her overall happiness and satisfaction with the resolution.
  
  We greatly value our customers, and their contentment is of paramount importance to us. Rest assured, we are dedicated to finding the most suitable solution to address this situation and ensure that the customer's experience with our brand remains positive.
  
  Thank you for your understanding and support as we work to resolve this matter efficiently and to the customer's utmost satisfaction.
  
  Best regards,

  Business Response

  Date: 09/25/2023

  Thank you for your prompt response, *****! 
  
  Once again, we are deeply sorry for the inconvenience caused. Your feedback is genuinely appreciated, and we take your input seriously.
  
  I want to assure you that your peace of mind and satisfaction are our top priorities. We appreciate your willingness to give our piece another try with a new s**** We genuinely believe you'll enjoy the design and quality of our jewelry.
  
  To address your concern, please rest assured of the following:
  
  1. We promptly sent you a replacement for the piece with a new s**** to ensure your experience is flawless this time. You should've received a free order confirmation since we sent the s**** with priority ************ to receive it soon.
  
  2. If, by any chance, you encounter the same issue with the new pin, we are fully committed to providing you with a complete refund for your entire order, or if you wish to try another piece, we would be more than happy to send it.
  
  Your satisfaction is of utmost importance to us, and we want to ensure you have the best possible experience with our jewelry. We hope this solution aligns with your expectations, and we appreciate your understanding.
  
  If you encounter any issues in the future or have further questions, please don't hesitate to reach out to us. We are here to assist you every step of the way.
  
  Thank you for your patience and for allowing us the opportunity to address your concerns. We look forward to providing you with exceptional service and a beautiful, trouble-free piece of jewelry.
  
  Warm regards,