ComplaintsforJays and Jewels, Inc.
Jewelry Stores
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered an engraved, solid rose gold necklace on June 24, 2023. This was my fifth solid gold purchase from Jays and Jewels with no previous issues. With the engraving and discount code the total was $337.50. Order #*****. Engraved items were promised delivery in 4-6 weeks of ordering in my confirmation email. My order arrived 11 weeks after purchase on September 8, 2023. While the necklace engraving and design is correct, the rose gold is tarnished and fading into a non gold color. The chain and charms are clearly not the 10k solid gold I paid for. When I went to email customer service as I have done in the past to ask questions, the website was locked, saying they were busy fulfilling orders and to contact them via Instagram. I immediately did so and have been ignored. The website is now gone and no social media is active. I have no way of correcting this issue. I dont know what has happened because my previous pieces have all been excellent. I had an issue with the first order I made when the detail of the piece wasnt correct and they immediately made and sent a replacement. This latest piece is highly tarnished and looks terrible. I dont know why it is suddenly fake gold with a closed down shop and no replies. Im marking refund as the desired outcome, but I really wanted this necklace to be a forever piece and wish they would still make it with the quality they used to have.Initial Complaint
11/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered 5/1/2023. The website said 4 to 6 weeks for shipping. Reached out when I never heard anything and had multiple emails ignored. They never responded to my email about my order request after six weeks. Went to social media and messaged them several times there. Finally commented on some of their posts and they deleted my comments and finally sent me a response. They made excuses for Having a high order volume etc. but there were several complaints in their comments about not getting any communication for substantial delays on orders and failing to give any refunds. Finally got my order and we ordered solid rose gold and they definitely sent us a fake rose gold ring that is already tarnishing. Keep in mind they charge this full gold price. So not only did they steal my money and have no intentions of sending my order, when they finally did they sent me a fake ring but charged real metal price. Again we reached out to them via email and Instagram and received no response until I started commenting and had many people still posting the same issues. They keep deleting public comments off of their posts by ignoring any inquiries about getting money back for their faulty product. The website is closed thank god because currently they are just scamming people and trying to say they have had health issues or something like that but still took orders throughout the year and stole peoples money without delivering product or sending cheap product. We have contacted our bank and will definitely be looking into this matter further to report this company for their gross theft. Terrible.Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a necklace on September 6th, 2023. I have waited for the 6-week turnaround as requested in their confirmation email. I have reached out in ever since outlet possible just to get an update on the status with ZERO response. A quick we need a little more time to complete your order would have been acceptable. This is not a good look for this business and they need to hire someone for these communications to customers.Im not asking to cancel my order because Ive been looking forward to this necklace for over a year, but I need to know if Im being scammed or if I will ever get my order. Im giving it another week and if I dont get a response I am going to request my money back.Customer response
11/22/2023
I finally received my order. Thank you for the follow-up.Initial Complaint
10/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My husband placed an order on August 3, 2023. This company stated 4-6 weeks for until the item shipped. It is now October 6, 2023 (over 8 weeks). My husband has tried emailing the company with no response. I have sent three instagram messages with no response. We are very disappointed in the illegitimacy of this business. We would like a refund on our order ASAP.Initial Complaint
09/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a personalized necklace on 8/5/2023 which indicated a shipping time of 4-6 weeks. I reached out on 9/16/2023 at 7 weeks without any indication of shipping my item. I received an email response stating they would respond to my email within 2-3 business days, and to not email again or my message may be pushed farther back in the queue. It has now been another week with no response. This was intended to be a birthday present.Initial Complaint
09/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a solid gold custom necklace from this company May 21, 2023. At the time their website stated a 4/6 week turnaround. After I reached out several times (due to lack of communication they were experiencing production issues their response for all issues). I received the necklace 11 weeks after ordering on August 4th, 2023. It was as I ordered, however it broke while I was wearing (just fell while I was sitting) on Sept 6, 2023. I reached out to the company that day requesting a return label and refund, as I was understandably frustrated that my necklace I paid $310 for broke 4 weeks after I waited 11 weeks to receive. The company has not responded to multiple emails, despite their 2-3 day response time. I have ordered from this company several times and will not again. Unfortunately I can not file a chargeback with my card as I purchased through affirm, and they wont dispute due to timeline. So I now have a broken necklace and am out $310. Please PLEASE be aware when ordering from this company. Their customer service and product has dropped dramatically from my first order in May of 2020.Initial Complaint
08/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a solid gold necklace on June 29, 2023 from Jays + Jewels. At about mid August (after the 6 weeks turn around time) I began to reach out via email to get a status update and received no response. I paid over $250 for this necklace and it's been about 9 weeks since my initial purchase and I have yet to receive any feedback about my order and why it has not arrived. Their lack of communication is unacceptable, especially after taking my hard earned money. At this point, I just want a refund. But I can't get in touch with anyone and a phone number isn't even available.Initial Complaint
07/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a solid gold necklace on June 10, 2023 and I reached out a few weeks after asking if the necklace would be shipped and delivered to me by 6 weeks. The company responded to my email and confirmed that my order will be shipped with 4-6 weeks. I paid a little over $250 for this necklace and it is July 30, 2023 and I have not received any feedback about the order and it has not arrived. Their lack of communication after supporting their business and spending my hard earned money is unacceptable. Its a complete turn off and Im not interested in the necklace anymore and just want a refund. They need to stand by what they say and if they are having issues with getting the order out in time then reach out to your customers if you truly care about them. Its bad business to take peoples money, not respond and reach out when you cant deliver what you promised which is the 4-6 weeks you said I would receive the order by.Business response
07/31/2023
Hi, we will be refunding your order and still shipping the item to the customer. We have been experiencing unexpected production delays as weve had a much higher volume of orders. Thank you so much for your patience.Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order on May 27 for ******. Shipping was stated to be between 4-6 weeks. I attempted to email the company multiple times with no response. I finally was in touch with the company via Instagram and I was told my order would be shipping out that week. It has still not shipped and I have not received any further information from the company. At this point, I am trying to cancel the order and get my money back as this seems completely illegitimate.Business response
07/31/2023
Hi, we have been experiencing unexpected production delays due to a much higher volume of orders being placed. We will be refunding this order, as well as shipping the personalized item to the customer. Thank you so much for your patience!Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a necklace that was not customized on May 1, 2023. Its been more than 8 weeks and I never received my item. Pre-shipping information was sent but the order never made it to the post office to actually be shipped. I waited the 4-6 weeks to email the company and they emailed back over a week later with no information. Ive still not heard anything, nor have I received actual shipping OR my item. I spent $100 on this and its appearing to be a scam.Business response
07/01/2023
Hi, we have shipped the personalized item and is showing delivered on July 1st. Orders are shipping within approximately 4-6 weeks, but during holidays such as Mothers Day the turnaround time does slightly increase due to a much higher volume of orders. Each item is handmade to order, in house and we are working as fast as we possibly can to get all those pending orders out as soon as possible. Thank you so much for understanding and your patience with us!
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
36 total complaints in the last 3 years.
13 complaints closed in the last 12 months.