Complaints

This profile includes complaints for Oak & Luna's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oak & Luna

  Tampa Odessa, FL 33556

• 

  Oak & Luna

  100 South Market Street San Jose, CA 95113

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:07/09/2025

  Type:Product 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.

  Ordered solid gold chain in 18 inch. Company shipped 16 inch because they were out of ************************************** approval. Company would not cancel order but shipped to consumer. **************** has been unhelpful and unable to call directly.

  Business Response

  Date: 07/10/2025

  HiKari,

  
  Im so sorry to hear about the trouble with your necklace order. I completely understand how frustrating it must be to receive a different chain length than what you selected, especially without prior notice. Since the 18-inch chain is currently out of stock, we truly appreciate your patience.

  Youre welcome to return the necklace for a refund, and well also reissue a partial store credit since a store credit was used on your original order.

  While we dont offer phone support at the moment, please know Ill make sure your concern is handled with priority and care.

  Sincerely,

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23574715
  
  I am rejecting this response because:
  
  I put in writing I did not agree to a different product and they still sent. 

  I ordered a product that was stated to me in email that was in stock and showed after was still in stock. 
  

  They have now required unnecessary time and effort, multiple communications, as well as travel to drop off return for an error that I specifically asked them not to make. 
  

  A basic return of how they would address any normal experience is one thing. Taking advantage of a consumer and fraudulently sending them a product consumer did not order and sent written communication the product would not work, is another. If this were shoes, would they send a size 8 because the size 6 is out of stock? The necklace is solid gold and they chose to send a shorter length than what was ordered for same amount. Unacceptable on every level. 
  

  I expect a better solution with additional credit for the hassle they created. 
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 07/11/2025

  Hi ****,

  I truly appreciate you taking the time to share your concerns, and Im genuinely sorry for the experience youve hadits completely understandable that you're upset. You clearly communicated your preference, and its frustrating to receive something different, especially when it holds such significance.

  Please know that **** already approved a full refund for your order, and the return label and instructions are currently being processed. These are typically sent within 2448 hours, and Ive personally followed up with our team to prioritize this for you.

  I absolutely recognize the time and effort this has taken on your end, and Ive passed along your feedback for further review regarding additional compensation. Ill keep you updated as soon as I hear back.

  Thank you again for your patience, KariIm here and committed to making this right for you.

  Sincerely,

  Kyrene

• Initial Complaint

  Date:06/25/2025

  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.

  Placed an order on 6/4/2025 with a purchase total over $300, which included two bracelets with engraving added. I paid $15 for expedite shipping and was provided a delivery date of 6/11-12. I reached out to the company on 6/17 after seeing no progress beyond order placed on their website and they only regretted not updating me sooner after ghosting me for a week. They offered me 20% off my next order or a free pair of earrings that on their website cost $35 which I had no interest in. After letting them know that wasnt an acceptable resolution to not honoring the price I paid for shipping and the entire experience they simply told me to wait for my order which should arrive early July, and once I get it, I can return it if Id like (and I dont believe I can return a custom jewelry piece anyways). This is the second time this has happened with this company- a similar situation happened in December 2023 where my confirmation info was correct but they somehow changed my shipping address and I never recieved the items (although they claim they were sent to the wrong address) and was only given store credit because they couldnt send replacements due to being out of stock.

  Business Response

  Date: 06/26/2025

  Hi *****,

  Thanks so much for reaching out and sharing your concerns. Im really sorry for the experience youve had with this order I understand how frustrating it is, especially after this has happened more than once.

  Your order has been shipped but is currently delayed in transit, which is absolutely not the level of service we aim to deliver. Were actively working with the courier to get it to you as soon as possible. You can track your shipment using this link: ********************************************************************************************
  

  Youre right the order was shipped later than promised, and were sorry for both the production delay and the lack of timely communication. While the items are personalized and made just for you, we will absolutely make an exception in this case due to the delay. So if you no longer wish to keep the pieces when they arrive, you can return them for a full refund. Well be here to assist you every step of the way.

  Since you havent accepted our compensation options so far, Ive gone ahead and refunded the $15 express shipping fee back to your original payment method its the least we can do to try to make this right.

  For now, I kindly ask for your continued patience while your package is in transit. Were doing all we can behind the scenes to ensure it reaches you quickly, and Ill be here to support you with whatever you decide once it arrives.

  Thank you again for giving us the chance to address this.

  Warmly,

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23517861
  
  I am rejecting this response because: the company continues to lie about how things are actually going, claiming it was sent out on time, when it wasnt, and admitting to that, only after being called out, marking it to delivered on their website when its still not even in the United States of America based off the fed ex shipping they provided & not being willing to take accountability or make things right, but being willing to keep all of my money when I still, almost a full Month later, dont have the items I purchased and paid for that they were supposed to have shipped to me two weeks ago. As of right now they have my money and I have nothing & they arent willing to do anything to make that right. This feels like Im working with a scam artist and not a reputable decent jewelry company. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/30/2025

  Hi *****,
  
  Thank you again for your continued patience this experience has not reflected the high standards we strive to uphold.
  
  Im glad to let you know that your order has now arrived in the **** and is due for delivery today. You can follow the latest updates using this link:
  
  ****************************************************************************************************************
  
  We take full accountability for the delay and recognize how disappointing this has been. While the shipping delay was unfortunately outside of our control, please rest assured that weve been in active communication with the courier to push for swift delivery on your behalf.
  
  Regarding compensation, I understand that our previous offers didnt meet your expectations. As an alternative, once your order arrives, if you decide that you no longer wish to keep the items, were more than willing to make an exception to our usual policy and arrange a full return and refund for you as we do take full accountability for the delay. Please just let us know and well take care of everything from there.
  
  Again, Im sorry for the inconvenience and truly appreciate you giving us the opportunity to make this right.
  
  Warm regards,

• Initial Complaint

  Date:06/23/2025

  Type:Delivery 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 a bracelet from this company as an anniversary gift. I paid 15 dollars for the express shipping option. It is now a week past the date I was supposed to receive the product 205 dollars in total. They then provided me a link in order to track my order however the link did not work and they just expressed regret the link was not working. So i have no way to track my order that is over a week late I was told they would refund my express shipping costs when I stated that I was displeased because I had to find another gift I asked for a refund and they stated they would put my order on hold and wait for my reply. 1.. shouldnt my order be shipped already? 2. i DO NOT want a store credit because I do not plan to ever buy anything from this store again. I have seen they have given other people a refund for similar complaints as I will not accept a store credit.

  Business Response

  Date: 06/26/2025

  Dear Alexa,

  Thank you for bringing this to our attention. Im sorry for the delay you experienced with your order and for the inconvenience this caused around such a meaningful occasion. This is absolutely not the standard we hold ourselves to, and I understand your frustration.

  The delay with your shipment and the issues with the tracking link were highly unusual and not reflective of the service we strive to provideespecially for an express order. I sincerely apologize that we weren't able to deliver your bracelet in time for your anniversary, and I understand how disappointing that must have been.

  As confirmed in our email communication, your order has been fully cancelled and refunded in full, including the $15 express shipping charge. We respect your decision and are truly sorry that we couldnt fulfill your order in time on this occasion.

  While I understand you may not be considering shopping with us again, I do hope youll give us another opportunity in the future to provide the level of service and quality were known for.

  Warm regards,

• Initial Complaint

  Date:06/10/2025

  Type:Product 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.

  Item purchased on 5/19/2025. Item is not to my satisfaction and the website clearly states full refund within 60 days of purchase. This was also noted at check out. I have contacted the company several times and they fail to respond. I want shipping address to mail item back.

  Business Response

  Date: 06/22/2025

  Hi **** ****, 

  Thank you for reaching out, and Im really sorry for any confusion or frustration caused here. Im happy to help clarify things for you. While we understand there may have been a misunderstanding, our return policyclearly outlined on our websiteis as follows:

  New, unworn items can be exchanged within 60 days. Non-personalized pieces are eligible for a full refund, if within 30 days of delivery.
  Personalized jewelry pieces are made especially for you; therefore, they can either be returned for exchange or store credit.
  Please reach out to our customer service if you wish to return an order.

  The necklace you purchased is a personalized piece, so while were not able to offer a refund, you absolutely can return it in exchange for another item or store credit (which is valid for one full year). Ill be happy to guide you through whichever option works best for you.

  Just let me know how youd like to proceed, and Ill send over the return instructions right away.

  Looking forward to your reply so we can get this sorted quickly for you!

  Warm regards,

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23448283
  
  I am rejecting this response because: the order clearly stated 60 day extended returns, as pictured and proven. Nothing about certain return policy or guidelines is ever communicated. The company has many complaints and issues with not handling consumer issues correctly. If the company has restricted returns policy they need to state so when an item is purchased, clearly, no state 60 day extended returns telling the consumer that a return is acceptable. This company frauds consumers by not being clear with their policy. They also do not provide return address and use a drop carrier shipping service.
  
  Sincerely,
  
  **** **** *******

  Business Response

  Date: 06/26/2025

  Hi **** ****,

  Thanks so much for getting back to us, and I appreciate you taking the time to share your concerns.

  Youre absolutely rightour 60-day extended return window does apply in your case. That said, I want to clarify that while returns are accepted within 60 days, a return doesn't always mean a refund. Our full return policy, which is outlined on our website prior to checkout, explains that personalized pieceslike your necklace engraved with Jakeare not refundable due to their custom nature. You can find the full details here: *********************************************************************
  
  Each piece like yours is handcrafted just for you, only after an order is placed. This personalized, made-to-order approach helps us reduce waste and align with our sustainability goals. Its a thoughtful process, and while it does mean were unable to resell customized items, we believe its a meaningful way to create something truly unique for every customer.

  That said, we are still well within the 60-day return window, so you're fully eligible for a returneither for an exchange or store credit that would be valid one year. Ill be more than happy to send you a pre-paid return label and help you choose another piece youll love even more, or issue your store credit as soon as we receive your return.

  I completely understand this may not be the resolution you were hoping for, but I hope it helps explain our approach a bit more clearly. Im here to help make this right for you and ensure your next Oak & **** experience is nothing short of amazing.

  Looking forward to your reply so we can get this moving for you right away.

  Warmly,

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23448283
  
  I am rejecting this response because: web-page does not state that return must be credit, clearly states full 60 day return.

  When a company states FREE 60 Day Extended Returns, by law, this means:

  When a customer returns a purchased item, they receive a refund for the purchase price. PERIOD! This is the definition of a RETURN, if the company wanted to express FREE 60 Day EXCHANGE, they should express it that way to its customers not state Free 60 Day Extended Returns!!

  A return is to return something to its original value, therefore if a product is returned, a refund is warranted as defined by law. Anything other than this needs to be defined at checkout to customers!
  
  Sincerely,
  
  **** **** *******

• Initial Complaint

  Date:06/06/2025

  Type:Product 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 returned a necklace and should have received a store credit and a partial refund. Only received the store credit. Business said the money would be in my account by 5/30/25 and today is 6/5 and still ************ of purchase 4/8/25 Date return was received by business 5/5/25 Date credit was provided 5/17/25 Emails requesting refund have not been responded to since 5/30/25

  Business Response

  Date: 06/22/2025

  Hi ******,

  Thank you for following up, and we sincerely apologize for the delay in getting back to you. 

  Upon further review, it appears there was an issue with the initial processing of your refunds. That said, please rest assured the refunds for both orders have now been reprocessed successfully and as such you should have already received the funds back to your original payment method.

  We deeply value your business and understand your frustration. If theres anything else I can do to support you, Im here and happy to help.

  Warm regards,

   

• Initial Complaint

  Date:05/12/2025

  Type:Delivery 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.

  Ordered a necklace for my wife as a Mothers Day present with two charms with their initials. The necklace came and it was cheap trash. The website makes it look much better quality than. It is. IT IS A SCAM. Do not order from here. They refused to refund me after messing around with them over a few days of email correspondence. They said it was custom (ya know, because they out premade charms on the chain which DOES NOT stop them from easily reusing the materials - NOT CUSTOM) and therefore would only offer credit or a replacement. I do not want more of their trash jewelry. I want my money back. The bait and switch scam is dishonest and takes advantage of people trying to do something kind for those they love. Its predatory.

  Business Response

  Date: 05/13/2025

  Hi ******, 

  Thank you for reaching out and sharing your concerns.

  Im sorry to hear that the necklace you received did not meet your expectations. I understand how important this gift was, especially for such a meaningful occasion like Mothers Day, and I regret that your experience has left you feeling disappointed.

  Id like to clarify that the necklace you received was custom-made specifically for your order, including the selected initials and personalization. As shown in the image you provided, it was crafted exactly according to the specifications submitted at the time of purchase.

  As per our return policy agreed to at checkoutwere unable to offer refunds on personalized or made-to-order items. However, we absolutely want you to have something you feel great about giving or wearing, and were here to help you find an option youll be happier with.

  We can offer you two options moving forward:
  Exchange: Youre welcome to select any other item from our collection. Exchanges are 1:1, and any price differences will be managed with either store credit or an additional payment. If youd like to go this route, please reply to this email with the link or product ID of your chosen item along with any personalization details youd like, and Ill take care of the rest.
  Store Credit: If you dont see anything you love right now, we can issue you full store credit for the amount of the original item. This credit can be used toward any future purchase and will remain valid for one year.

  Please let me know how you would like to proceedwere committed to making things right and ensuring you feel valued as a customer.

  Warm regards,

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23312804
  
  I am rejecting this response because:
  
  1. The jewelry is not custom.

  The chain is no more custom than someone ordering jewelry with their birthstone or ordering an item with separate accessories. As you can see from the picture, the charms are not inseparable from the chain in a manner that prevents their immediate re-use if returned. They are charms of two letters like pendants on the chain.

  2. Fraudulent misrepresentation.

  The jewelry was presented on the website differently than it arrived. The images were misleading and the quality of what arrived was just this side of costume jewelry. The website drastically misrepresents the quality of the item. 

  3. I did not agree to this return policy as described in the businesses response.

  Putting aside the ethics and legality of forced agreement to purchase a product aside for the sake of a more productive discussion, I'd like to address your claim that I agreed to the return policy as presented in your response. This "agreement" would be predicated by a) the jewelry was custom and presented as such and b) that the item to which the "agreement" pertains to is truly what was purchased. On both accounts, oak and **** failed. NOWHERE on the purchasing page does the item say it is "custom" or personalized or anything similar. The customer would then have no way to determine that what was what they purchased. This "agreement" is being enforced under false pretenses consistent with the definition of fraud.

  4. Replacement and store credit are not logically acceptable.

  Again, replacement and store credit to not solve the issue of the item misrepresentation. A customer can no longer trust the quality of your wares when the store has already violated the customer's trust.

  I will offer a compromise in that I am willing to eat the extra money paid for the second charm, but oak and **** needs to reimburse me for the base charge of the chain at a minimum. 

  Business Response

  Date: 05/16/2025

  Hi ******,

  Thank you for your detailed response. I genuinely appreciate the time you took to explain your concerns, and Im truly sorry that the necklace did not meet your expectations.
  I want to address the points you've raised as clearly and respectfully as possible.

  First, regarding the nature of the productThe **** Initial Necklace - 14k Yellow Goldthe item is explicitly labeled and marketed as a custom, personalized piece on our website. The product page states:
  "Customize it with up to 8 initials that have meaning for you... Personalize it with the initials of your first, middle, and last name or the initial of someone special."
  You selected the initials, and we created the necklace specifically to those instructions. That makes the item unique to your order, and therefore not eligible for a standard refund under our return policy. We also include clear descriptions and detailed imagery, including sizing references and close-up product views, to give customers a realistic representation of what they will receive.

  Regarding your comments about product quality, we use 14K solid gold, not plated or costume materials. We understand that jewelry preference and expectations around weight and finish can vary, and while we regret that this particular piece wasnt to your liking, there is no misrepresentation or bait and switch in our process. The item you received aligns with what is advertised.

  We also want to address your statement about the return policy. Our policy is clearly outlined and agreed to when placing an order with Oak & Lunacustomized and personalized items are not eligible for refund once produced unless there is a defect or error in craftsmanship. In your case, the necklace was produced accurately as per your order.

  We fully respect your right to feel disappointed and to express your frustration. While we cannot issue a refund, we can still offer one of the following options:
  1. Store Credit for the full value of the necklace, valid for one year.
  2. An Exchange, should you wish to select something else from our collectionthis can be a different style, metal, or non-personalized item.

  I understand that neither may be your ideal solution, but these are the fairest options we can offer within the framework of our policies. I hope this helps clarify our position, and that we can still assist in turning this experience into a more positive one.

  Warm regards,

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23312804
  
  I am rejecting this response because:
  
  

  It is objectively not true that the screen listed the item as custom or personalized. I verified this in the mobile version of the site when I responded last. That's simply not accurate. Also, the piece was misrepresented as higher quality than what it came to be - not having to do with whether it was plated or solid-ish gold. That was a straw man's argument that was never made by me. 

  I reject this response but also refuse to continue back and forth with oak and ****. The lack of integrity and commitment to awful customer service and item quality are apparent from my dealings with you all. I might circle back to get credit to gift this costume jewelry as a toy for our toddler, but has no value as legitimate jewelry. I am disappointed but unsurprised by the customer service and the quality of your wares. My ask was a small one to do the right thing and it's a shame that you all couldn't manage that.

  My recommendation: stay away from this shady business and just spend the money to go to an actual jewelry store like *****, *****, or a local jeweler. 

• Initial Complaint

  Date:04/15/2025

  Type:Product 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.

  Dear Oak and **** Customer Service,I hope this message finds you well. I am writing to express my disappointment regarding a recent experience with your products, specifically two bracelets I purchased from your store.Unfortunately, both bracelets have presented significant quality issues. After receiving my order, I noticed that one bracelet was already defective upon arrival, and after just one use, a stone fell off the second bracelet that is used to adjust the length. Given the premium price point of your jewelry, I expected a much higher standard of quality and durability. They were meant as an anniversary and gift of the birth of daughter for my husband and weve been disappointed with how theyve held up with very minimum wear and ******** a loyal customer, I have always appreciated the aesthetic appeal of your designs, but this experience has left me feeling dissatisfied and concerned about the quality assurance processes in place. Spending a considerable amount on your products, I anticipated receiving items that would not only look beautiful but also stand the test of time.I kindly request a resolution for these issues, whether through a replacement or a refund for the defective items. I hope to see a commitment to quality reflected in your customer service response and look forward to your prompt attention to this matter.

  Business Response

  Date: 04/16/2025

  Dear *******, 

  Thank you for reaching out to us, and were truly sorry to hear that youre still feeling disappointed with your recent experience.

  Upon reviewing your account, we noticed that your original report regarding the bracelets was handled back in February. At that time, it was agreed that you would accept store credit as a resolution for the issue and there was no need for you to send back the bracelets, and the credit was issued to your email on February 5th.

  Here are the details of your store credit for your reference:
  Store Credit Amount: $136.09 USD
  Store Credit Code: E87FF55DCAB84342

  To Use Your Store Credit, please visit our website: **************************************, add the items youd like to your cart, fill in your shipping details and at the payment section, a field labeled "Store Credit" will become active after youve entered your shipping address. Enter the code E87FF55DCAB84342 into the Store Credit field (not the Coupon Code field).

  Please note:
  If your store credit covers the full amount of your order, no additional payment is required.
  If the total exceeds your credit, you can complete the purchase using any of our accepted payment methods.

  If you encounter any issues while applying your store credit, feel free to reach out and well be happy to assist you.

  We truly value your loyalty and appreciate your feedbackit helps us continue to improve. We hope youll give us another opportunity to provide you with a better experience.

  Warm regards,

  ******

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23202350
  
  I am rejecting this response because we are highly unsatisfied with the quality of your product. This is the second bracelet to have broken on my husband and the same exact piece with minimal wear. Why would we opt to continue to buy products that do not hold up over time. Literally my husband put on the bracelet 4 days ago and took it off after a day of use and lo and behold broke again. Store credit does not cover our complaints regarding our concerns.
  
  
  
  *******************************

  Business Response

  Date: 04/17/2025

  Dear *******,

  Thank you for your response, and Im sorry to hear that the replacement bracelet has broken againwe completely understand your frustration, especially given the significance of these pieces.

  Please know that all Oak & **** purchases are protected by our two-year warranty, which is in place to ensure that any issues with product quality are handled with care and attention. We genuinely want you to have a piece you can enjoy with confidence. That said, Id like to clarify that weve already replaced the bracelet on two occasions, and when you reached out most recently about the same issue, we provided the following options:
  -A free replacement of the same bracelet.
  -An exchange for a different item from our collection, should you prefer something new.
  -Store credit in the full value of the bracelet, which we issued on February 5th.

  These options provided are in alignment with our return and refund policy, we are unable to offer a refund in this case, as refunds are not issued after 30 days of delivery and your original purchase was made on May 2024 and so this time has now lapsed. You can view the full policy here: *********************************************************************

  I truly appreciate your understanding and hope we can help find a resolution that you feel good about. Please let me know how youd like to move forwardwhether with a new replacement or by choosing something else from our collection instead of the Store Credit. Im here to help every step of the way.

  Warmest regards,

• Initial Complaint

  Date:02/17/2025

  Type:Delivery 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.

  On February 2, 2025, I ordered a custom necklace from Oak and ****. The item was guaranteed to be delivered by February 14. When I did not receive the item and the shipping information had not updated, I contacted Oak and ***** customer service. They made excuses, stating this was a carrier issue. As of February 14, the carrier tracking status still indicated "Shipping Label Created, **** Awaiting Item" with no movement since February 9, indicating that the item was never actually shipped and was entirely within their companys controlnot the carriers. When I brought this to their attention, they refuted the claim and refused to resolve the issue as proposed. I proposed to resolve the issue as follows: 1. Immediate shipment of a replacement item via express shipping at no additional cost to ensure delivery as soon as possible, or 2. A full refund if the item cannot be shipped immediately. Oak and **** responded I deeply regret that we are unable to offer a replacement at this moment as the item is still in transit. We are also unable to expedite shipping or make any changes to the order at this stage. They offered a 20% discount off my next order, but have not resolved my original complaint, as my shipment has still not arrived. I plan to place a dispute with my card carrier, as I still have not received the item, and at this point I will have to order from another company.

  Business Response

  Date: 02/18/2025

  Dear ******,
  
  Thank you for your continued patience, and I understand the frustration and disappointment this situation has caused, especially after your efforts to make this a special *********** Day gift. I apologize for the distress this has brought you.
  
  I want to clarify that your shipment is not lost; however, it is currently delayed with the courier. We are actively working with them to ensure that your order reaches you as quickly as possible. They have assured us that the package will arrive within the next 1-3 business days, and as such we expect to see an update on the tracking shortly.
  
  We understand that this is not the experience you were hoping for, and we fully acknowledge that the delivery of your order is later than planned. This is certainly not our usual standard, and I want to assure you that we are doing everything we can to resolve this promptly.
  
  Regarding your request for a refund, as the shipment has not been lost but delayed, we are unable to cancel the order or issue a full refund at this time. However, once you receive the necklace, if you do not wish to keep it, we will gladly assist with a return, as we fully acknowledge the delay and disappointment caused.
  
  We also understand that the offer of a 20% discount on your next purchase may not be what youre looking for, and as a gesture of goodwill, Id like to offer you a free pair of earrings instead. Please let me know if you would like to proceed with these instead?

  We take this matter seriously, and your feedback is important to us. Please let me know if there's anything else I can assist with, and I will continue to monitor the progress of your order closely.
  
  Best regards,

  ******

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22950769
  
  I am rejecting this response because the item was guaranteed by 2/14. It was not even received by the carrier until 2/15. This item was guaranteed for a special occasion, which your company was unable to fulfill. I will proceed with a chargeback with my card company as Oak and **** was unable to meet the guaranteed delivery date and I still do not have the item.

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/20/2025

  Dear ******,

  Thank you for your continued patience. I wanted to update you that your order is now marked as delivered, February 19, 2025.

  We acknowledge that the item was guaranteed for delivery by February 14, and unfortunately, the package was not delivered on time for this special occasion. We sincerely apologize for this and fully take responsibility for the delay.

  Here are the tracking details for your reference:
  Shipping Number: 92612903261152000019532029
  Tracking Link: **** Tracking
  Tracking Status: Delivered, In/At Mailbox
  Delivery Date: February 19, 2025

  We understand how important this order was, and we would like to offer you two options to make things right:
  1. Keep the necklace, and as a gesture of goodwill, well issue a 10% refund for the delay.
  2. If the timing or delivery of the necklace is no longer suitable, you are welcome to return the personalized necklace for a full refund.

  Your satisfaction is important to us, and we truly value your business. Please let us know how you would like to proceed, and well ensure everything is handled swiftly.

  Once again, I sincerely apologize for the late delivery, and Im here to assist with anything you need.

  Best regards,

• Initial Complaint

  Date:02/17/2025

  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.

  WORST COMPANY TO ORDER FROM! BIG TIME SCAMMERS!! I ordered a necklace on February 12 and immediately tried to cancel it with their 2 hour window. I went looking everywhere on their website and couldnt locate anything! Finally my wife had to help me and she also had issues but she found an online forum to help us find the way to cancel an order! Imagine creating a website in which you make it hard for customers to contact customer support! VERY MISLEADING and DISHONEST! We contacted them February 12, 13 and 14 through their website but they dont even send you a confirmation email!! Finally they wrote back to me telling me that they can only refund me through a store credit because production has begun. EXCUSES ME BUT If the production has already begun then why are you still able to offer me a store credit? It doesnt make sense. they never began my order! They just chose to ignore my numerous emails to them!! On top of this, after I made my order on Feb 12, I didnt receive any confirmation email, no tracking number nothing!!!! The website doesnt even display a customer support email address! I just want my full refund back on my credit card! I DO NOT want a store credit!! I want my full money back or I am suing this company because I have ALOT of proof showing dishonesty, disleading information, ignorance, lack of customer support, fraud and more!

  Business Response

  Date: 02/18/2025

  Dear ****, 

  Thank you for your message. I understand your frustration, and I want to clarify the situation to ensure everything is transparent.

  When you placed your order on February 12th, the email address provided was ******************** This is the email address we sent your order confirmation to. It appears that this may have been an incorrect email address entered during your order process, which is why you did not receive the confirmation. Unfortunately, this is an error on the customer's part, not ours. We have since updated it to **************************** and sent you a copy to your inbox. 

  We received your cancellation request on February 14th, which was two days after the order was placed. As outlined in our cancellation policy (which can be viewed here: *********************************************************************), we offer a 2-hour cancellation window for personalized products, as production begins shortly after the order is placed. Our policy is in place to maintain an efficient production schedule and provide timely delivery for all customers.

  We understand that this is not the resolution you were hoping for, but unfortunately, overriding this policy would not be fair to others who rely on this timeframe. That said, we want to offer you the following alternatives:
  1. Keep the order If you are still interested in receiving your product, we can proceed with the order as originally placed.
  2. Store Credit If you no longer wish to proceed with the order, we can issue you a refund in the form of store credit. This store credit will be valid for one year and can be used toward any future purchase.
  3. Change Order - If theres a specific change youd likewhether its a different product or some customizationwere more than happy to accommodate that.

  We truly value your business and would like to work with you to find a solution. Please let us know how you would like to proceed.

  Kind regards,

  ******

  
  

• Initial Complaint

  Date:01/29/2025

  Type:Product 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 a bracelet for a gift and changed my mind. I contacted the company 10 minutes after the item was delivered and asked for a return label. Per their refund policy, I can get a full refund for non personalized pieces. This particular bracelet was not personalized. Ive been back and forth with the company since 1/25 via email. They do not have a phone number and it takes them a day or two to respond to an email. In the email I have been getting the run around with options for exchanges. I have opened a claim with my card company. Their return policy is misleading and dishonest. Its also completely unprofessional to not have a phone number for your business. All I want is a return label and a refund back to my card.

  Business Response

  Date: 01/30/2025

  Hi Sali,

  Thank you for sharing your feedback with us. We appreciate your patience throughout this process.

  I want to assure you that our intention was always to provide you with the best possible assistance. As per our email correspondence, we confirmed that you are eligible for a full refund since the bracelet is non-personalized and within the 30-day return window.

  To facilitate the return process, we have already sent you a return label. Please use this label to return the item to us. Once we receive the return, a refund will be promptly issued back to your original payment method.

  If you have any further questions or need assistance with the return, please feel free to reach out. We're here to help ensure this is resolved smoothly for you.

  Best regards,

  ******