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:07/14/2025

  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.

  In May I lost my wedding ring, in June I was attempting to replace it. I use ******** leasing company and ran across Agape Diamonds LLC on ********* website, so I started looking on there sight, I was impressed because they offered a 2 carat pair of round cut earrings with every purchase of an engagement ring. The earrings had no information about them , but I figured that they were a legitimate business, so why would they lie. In the back of my mind I was thinking that it had to be too good to be true. I was looking at the sale page and I found a ring that was 3.19!carats of diamonds in 14 carat white gold. The regular price was over ******* dollars crossed out and the new sale price was 1100 and some change. So, that was a great deal. I thought. In the description, at that time was there no indication that these were simulated diamonds, which I have found out are cubic zirconia. The only reason I found out that what I was getting, is because I paid for overnight shipping. When the items didnt come overnight, I looked at the order through the confirmation email, and the description said simulated diamonds. I didnt even know what that meant. I immediately called to speak to a representative at the store, they told me I would need to pay an additional amount to get lab grown diamonds. After I had time to process what was going on in my head, I emailed them and said that I would be returning them for a refund. I realized how deceptive the business practices were and wanted nothing more to do with them. They are bating people by saying theyre give 2 carat diamond earrings and robbing people blind. I just bought my ring to a shop and found out there the earrings are silver CZ and the ring has ****** dollars worth of gold! The price I was charged after all was said and done was 1200 dollars. I was going to return the package with insurance out of my own pocket. The company threatened that if the ring was tampered with in any way they would not refund..

  

  Business Response

  Date: 07/14/2025

  Thank you for providing us the opportunity to respond to this customers concerns.
  First and foremost, we are sorry to hear of this customers experience and we would like to clarify a few important points about this transaction:
  Product **********************start="464" data-end="467">The product the customer ordered was clearly advertised as a simulated diamond alternative, which is explicitly different from a natural or lab-grown diamond. Simulated diamonds are a popular and affordable option and our website product descriptions, including on the item purchased, specify this distinction.
  Promotional ***********************start="816" data-end="819">The 2-carat round-cut earrings included with this purchase are a free promotional gift and are not advertised or represented as natural or lab-grown diamonds. These earrings are meant as a courtesy to complement the purchase and are not a factor in the products price.
  Return ***************************start="1130" data-end="1133">Our return policy is designed to protect both the customer and the integrity of our merchandise. We proudly offer a 100% Satisfaction Guarantee which allows customers to return eligible items within 30 days for a refund, provided the merchandise is returned in its original, untampered condition. This policy is clearly outlined on our website and was available to the customer at the time of purchase and at checkout.
  Prompt *****************start="1579" data-end="1582">As soon as the customer contacted us, we clearly explained their options, including the availability of lab-grown diamonds for an additional fee if they preferred a different product category.
  Given that the customer purchased a simulated diamond product as advertised and that the earrings were provided as a free promotional giftnot as a separate diamond jewelry purchasewe believe this transaction was handled fairly and transparently.
  We respectfully request that this dispute be closed as resolved.
  Thank you for the opportunity to clarify these points. We remain committed to providing clear, honest product descriptions and a generous return policy for all our customers.

• Initial Complaint

  Date:05/29/2025

  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 am submitting this complaint against Agape Diamonds for deceptive advertising, misrepresentation of their product, and refusal to honor their advertised 100% satisfaction guarantee.Order # ********* Order Date: 01/05/2025 I was under the impression I was buying a lab grown diamond. It is not too clear what exactly youre purchasing. After calling, and explaining that I did not believe this was a lab grown diamond, they told me it was a simulated diamond. Even with their so-called Simulated diamond they claim this: Both types of stones will successfully pass a thermal diamond tester. [] Both the Agape Simulated Diamond and Lab-grown Diamond are accompanied by laser inscriptions and certifications.This is not accurate. I had my ring tested at a jewelry store with a thermal tester, it did not pass.They advertise a 30 day Monday back guarantee: We want you to shop with confidence knowing that we understand that although our jewelry is manufactured with the highest standards of quality and craftsmanship, sometimes you may need to return your purchase. We offer free returns with a 30-Day Money Back Guarantee!If for any reason you are not completely satisfied with your purchase, simply return it within 30 days for an exchange or a full refund. I reached out to the company multiple times by email and phone communication, asking for a refund. Although they advertise a 100% satisfaction guarantee, they refused my request simply because I removed the product tag. I returned the ring in its original packaging, with the certificate, and in untouched, brand-new condition. They received the return but continue to deny a refund.Their advertising is extremely misleading, with carefully worded descriptions that can easily trick any well-intentioned buyer. It is clear that Agape Diamonds is taking advantage of customers by promoting simulated stones as lab-grown, and then denying refunds over minor technicalities.Desired Resolution: A full refund!!

  

  Business Response

  Date: 05/29/2025

  We take all customer concerns seriously and appreciate the opportunity to clarify the facts surrounding this order.
  First and foremost, we want to assure the BBB and any prospective customers reading this response that ********************** operates with full transparency and integrity. Every product page on our website clearly distinguishes between Simulated Diamonds and Lab-Grown Diamonds, including detailed product descriptions, side-by-side comparison charts, and educational pages to help customers make informed decisions.
  In this case, the customer placed an order for a ring explicitly listed and labeled as featuring Agape Simulated Diamondsa high-quality diamond alternative we proudly offer at a more affordable price point. The product page contained no reference to lab-grown diamonds for this item, and the distinction was clear at the time of purchase.
  Upon contacting us, the customer acknowledged that they had misunderstood the product and expressed interest in exchanging the ring for one set with Lab-Grown Diamonds. As a courtesy and in the spirit of excellent customer service, we offered to remake the ring in the lab-grown version and applied a credit for the original purchase. We simply requested the customer pay the price difference between the simulated and lab-grown diamond versionsa difference they have not paid to date.
  Additionally, we want to address the customers reference to our ****** Money Back Guarantee. Our return policy is clearly outlined on our website and within the documentation shipped with every order. One of the conditions of this policy, which is standard in the fine jewelry industry, is that the tamper-proof security tag must remain attached for any return or exchange to be eligible. This is to ensure the item has not been worn or altered. In this case, the tag was removed, rendering the item ineligible for refund per policy.
  Despite this, we still offered a generous solutionan upgrade path to a lab-grown diamond ringwhich the customer refused to complete by not paying the invoice.
  As for the customers claim regarding thermal diamond testers, we clarify on our website that results can vary depending on the calibration and sensitivity of the tester used. Simulated diamonds are distinct from lab-grown diamonds and mined diamonds, and this is thoroughly explained in our educational materials.
  We understand that buying jewelry online can be confusing, which is why we are committed to full transparency through:
  Clear product labeling (e.g., Simulated Diamond vs Lab-Grown Diamond)
  Educational comparison tools
  Generous return and exchange policies
  Lifetime warranties on craftsmanship
  We take pride in being a small, family-owned business that strives to make luxury jewelry accessible and risk-free for all customers. Our thousands of five-star reviews and A+ BBB rating reflect our dedication to customer satisfaction.
  We regret that the customer feels misled, but based on the facts, our policies were clearly communicated and fairly applied. We remain available should the customer wish to move forward with the exchange for the lab-grown version by settling the outstanding invoice.
  Thank you for allowing us to clarify the situation.
  Agape Diamonds ***************************start="3563" data-end="3566">****************************** | Conflict-Free. Affordable. Beautiful.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23379024
  
  I am rejecting this response. 

  I appreciate the opportunity to respond and set the record straight. While Agape Diamonds claims transparency and integrity, my experience has been quite the opposite.
  First and foremost, I never expressed a desire to exchange the ring or obtain a different product. My sole and consistent request has been a full refund, not a remake, upgrade, or any form of store credit. The offer to remake the ring in a lab-grown version was not a resolution I asked forit was the only option presented to me when I clearly requested a refund. Framing this as a request from me is entirely misleading and incorrect.
  Agape Diamonds also claims the ring was ineligible for a refund due to the tamper-proof tag being removed. However, the ring was never worn, altered, or used in any way, and this can be independently verified. As experts, Agape could have easily confirmed that the ring was returned in pristine, unused condition. Instead of exercising discretion and doing whats right for the customer, they are hiding behind a technicality.
  I would also like to point out that the stone did not test as a genuine using a thermal tester at a professional jewelry store as they CLAIM it will in their policy. The store owner, who has years of experience in the industry, personally tested the ring and would be willing to provide a statement or testify if needed. If Agape stands by their product and its representation, they should welcome such testing and transparency, not dismiss it.
  Agapes claim that they operate with full transparency does not align with how they handle these situations. The issue here is not one of misunderstandingit is about misrepresentation, lack of accountability, and refusal to issue a refund for a product that did not meet expectations and failed a professional test. This is not an isolated incident; many other customers have shared similar experiences, pointing to a pattern of avoiding responsibility.
  I will be filing additional complaints with the *************************** (***) and the ************************ (***), and I am consulting legal counsel to further pursue this matter if it is not resolved promptly.
  I respectfully request a full refund for the ring, which was returned in original condition and did not meet the standards expected of the product described. This is not only a matter of customer serviceit is a matter of principle and consumer protection.
  Thank you,
  
  ******* *******

  

  Business Response

  Date: 06/23/2025

  Dear BBB,

   

  Please close this dispute 

• Initial Complaint

  Date:04/29/2025

  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 this ring that was supposed to be 18k yellow gold and 3 carat diamond.I was proposing to my girlfriend.When I received the ring it was white gold and 2 1/2 carat.I called customer service and then proceeded to ship back with their instruction.The free earrings hurt her ears and the back wouldn't stay on.Customer service told her to get plastic backs and paint earrings with clear nail polish.What?Then I received the correct ring the second time and was satisfied with the quality of the diamond but thought the band was VERY thin.Not like the pictures.She wore the ring for a short period of time and the band broke on the side near the back.I have pictures and workmanship guarantee.I am having a hard time submitting on here.We shipped ring and earrings back and received message saying it was accidental damage.She did not damage the ring.She is retired and doesn't do anything out of the ordinary with her hands.All we asked for is a store credit to get something different.We were going to drive to the store to pick something out.They said no and we would have to pay for repair.They have our ring.This is poor business.An engagement ring is supposed to last a lifetime.Please advise on what to do because their customer service is very poor

  

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to this complaint.
  The customer originally placed an order with us and later requested an exchange, which we promptly processed. The correct item was completed and shipped to the customer on January 25, 2024, and we did not receive any further communication at that time expressing dissatisfaction with the new rings design or shank thickness.
  Over a year later, the customer contacted us stating that the shank of the ring had broken. While our warranty does not cover accidental damage or wear and tear, as a courtesy and commitment to customer satisfaction, we completed the repair at no charge, even though the damage appeared to be consistent with accidental breakage. The ring was returned fully repaired and in wearable condition.
  Regarding the earrings, we provided helpful suggestions to address potential sensitivity issues, including hypoallergenic solutions. These were suggestions offered in good faith based on common practices for those with sensitivities, and not a reflection of any defect with the product itself.
  The customer subsequently requested a store credit or exchange for a different item after the ring had already been worn and damaged. Unfortunately, our policy does not permit exchanges or store credit for items that have been used, damaged, and then repaired, especially after more than a year has passed since the original order was completed.
  We stand by the quality of our products and the service provided. We understand that engagement rings carry emotional significance, which is why we went above and beyond our stated policies to assist the customer. We are sorry they feel dissatisfied, but we believe we have acted fairly and responsibly throughout the process.
  Should the customer have any additional concerns, we are happy to assist further within the guidelines of our warranty and return policies.
  Sincerely,
  Agape Diamonds LLC

• Initial Complaint

  Date:01/16/2025

  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 went to a sight that advertisement said 5 carrot pendant no where on this advertisement it doesn't state its not a diamond the same night i canceled. I read complaints from others that its a qbick zerconia ya fancy glass $670. for glass.$10 bucks is all its worth and they will not send me a return slip

  

  Business Response

  Date: 01/16/2025

  Dear BBB,

  Please close this dispute . The product page from which the customer made their purchase clearly stated the type of stone being sold. It explicitly mentioned that the item was a simulated diamond, not a natural diamond.
  I am unsure how the customer could have mistakenly believed they were purchasing a 5-carat natural diamond for $680, given the clear and accurate description on the product page.
  Thank you for your attention to this matter.
  Sincerely, in addition the customer filed a chargeback with their bank and therefore we no longer have the funds or the product.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22816793
  
  I am rejecting this response because: Look at there add go to agape diamonds click special scroll down to 5 k pendent tell me if you see it is a fake diamond its glass or moissanite and if you give me a email I will show you our emails 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/22/2025

  Dear BBB,

   

   

  Please close this dispute 

• Initial Complaint

  Date:12/26/2024

  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.

  I ordered a ring for my husband and two rings for myself. I received my order today with only my rings in the box.

  

  Business Response

  Date: 01/08/2025

  Dear BBB
  We would like to address the customer's concern regarding their recent order. The customer placed an order for two items, which were shipped separately, each with its own unique tracking number. According to our records, both items were successfully delivered to the customer.
  If there are any further questions or concerns, we are happy to assist.
  Thank you

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:12/23/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Agape Company for their poor customer service and failure to honor my order cancellation request. I placed an order for a ring for my wife on the company's website on the 13th of [Month], with an expected delivery time of four days. However, the order was not shipped until the 19th, after I sent an email to the company requesting a formal cancellation.Upon reaching out to Agape Company, I received a response stating that the item would be shipped that day via ***** with an expected delivery time of two days. Unfortunately, ***** has since informed me that the package will not arrive until the following Monday. I again requested the cancellation of the order today, but the company has refused to acknowledge my cancellation request or take responsibility for their delay in processing the order.This lack of accountability is highly concerning and unprofessional. A company that does not respect customer requests, especially in matters involving cancellations and timely delivery, is not operating in good faith. I believe Agape Company's business practices are subpar and potentially misleading to consumers. It is important that platforms such as ******** and others reconsider allowing this company to advertise on their platforms, especially if they continue to operate in such a manner.Given the substantial financial impact of this purchase, I feel it is crucial for Agape Company to be held accountable for their actions. I believe they should be fined for their lack of responsibility in handling customer orders and complaints.I appreciate your attention to this matter and hope for a swift resolution.Sincerely **** *******

  

  Business Response

  Date: 12/23/2024

  Dear BBB, Thank you for bringing this matter to our attention. .
  First, we would like to emphasize that your order was shipped as scheduled. Our jewelry is made to order, which typically requires 5-7 business days for manufacturing. In this case, your order was completed and shipped ahead of schedule, and we even upgraded your shipping to ***** 2-Day Air at no additional cost, despite you selecting 4-6 day ground shipping at the time of purchase.
  The tracking information was provided promptly once the package was shipped. However, we understand that there was a delay in ***** updating the tracking information in their system. This is an issue we have no control over, as ***** is a third-party carrier, and occasionally their systems do not reflect real-time tracking updates.
  Additionally, when you requested the cancellation of the order, the package was already in transit. Once an order has been shipped, we are unable to cancel or refund it, as it is beyond our control. Once an order is in the hands of the shipping carrier, the shipment cannot be altered or stopped.
  We also want to address the timing of your order. Your order was placed on Friday, 12/13/24, and even if it had been shipped that same evening, it would not have arrived before the 23rd with the ground shipping method you selected, given that the order fell over the weekend.
  We truly apologize for any inconvenience caused by the delayed delivery. We always strive to provide the best service to our customers, and we went above and beyond in this case by expediting the shipping at no cost. Unfortunately, once the package was in transit with *****, any delays due to their service were out of our control.
  We appreciate your understanding, and we hope this clarifies the

• Initial Complaint

  Date:10/25/2024

  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 an engagement ring and they will not let me return it because I took their tag off of the ring. How are you supposed to propose with a tag on the ring they claimed this is the only way they can sell their stuff and say it is brand new well the ring was never worn and it is still brand new and theyre claiming that I cannot return it and get my money back

  

  Business Response

  Date: 10/25/2024

  Heres a polished and professional version:
  
  ---
  
  Dear BBB,
  
  We provide our return policy for all customers to review and agree to before completing any purchase. This policy, clearly stated in bold, specifies that we do not accept worn jewelry or items with removed security tags for returns or refunds.
  
  During the checkout process, every customer agrees to our Terms of Use and Refund Policy before finalizing their purchase. We regret that this customer feels these standard policies should not apply in their case.
  
  We kindly request that you close this dispute.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  Agape Diamonds 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22469909
  
  I am rejecting this response because:
  Although they say that it is boldly stated , they do not emphasize it during check out and very misleading.
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 10/30/2024

  Dear BBB,

   

  Please close this dispute 

• Initial Complaint

  Date:10/21/2024

  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 ordered a ring from this company , financed thru a 3rd party . The ring was to be delivered by ***** and signed for with an illegible signature of Z ***** . The package shows delivered thru ***** originally , ***** has done an investigation and determined the package was lost , not delivered , could not be found . They sent me email stating Agape needs to file a lost goods claim so their insurance can pay for the lost ring at the cost of ******* . Agape upper management is refusing to file a claim stating ***** has said the ring was delivered and signed for yet ***** shows no record of agape researching this delivery The signature is forged , I am the only ***** on my property , I was home at time of delivery but was unaware of driver . ***** needs them to file a claim and they will take care of it .

  

  Business Response

  Date: 10/23/2024

  Dear BBB,

  
  We have thoroughly investigated the matter regarding the package in question. Our company contacted *****, and they provided us with proof of delivery, confirming that the package was signed for at the customer's home address. It's important to note that any individual present at the delivery address can sign for the package.
  
  Prior to shipment, the customer was provided with the tracking number, allowing them to make arrangements to be available at the time of delivery. Our upper management also communicated directly with our ***** representative to ensure a thorough review of the customer's claim, and we were again presented with proof of delivery.
  
  Since ***** has obtained a signature at the customer's residence and proof of delivery has been confirmed, we regret to inform you that we are unable to file an insurance claim, as such a claim would be denied.
  
  We kindly ask that this dispute be closed.
  
  Thank you for your understanding.
  
  Best regards,  
  Agape Diamonds 
  
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22444193
  
  I am rejecting this response because:

   

  ***** initially said package was delivered and signed for . I filed a complaint with ***** and they did a deeper investigation finding the package was signed for by * Z ***** . There is no Z ***** at my residence furthermore the signature is not legible . ***** then instructed me to contact the shipper (Agape) and have them file an insurance claim as the package was not delivered . Furthermore Agape has stated they attempted to file a claim and ***** has no record of this . I attached the proof of delivery that is not my signature nor anyone on my property and I can provide images of the adults signatures if needed .

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

  

  Business Response

  Date: 10/24/2024

  Dear BBB,

   

  Please close this dispute. 

• Initial Complaint

  Date:09/25/2024

  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.

  The order was placed on August 30, 2024.The website and throughout the ordering process states I would be purchasing lab grown diamonds. Once the item was received the certificate of authenticity showed that it was actually diamond simulated.Contacted business for a return and return was declined due to removing a tag from the ring.Explained that it was not possible for ring to fit without removing tag and additionally I was sold incorrect item as I purchased lab grown and not simulated diamonds.

  

  Business Response

  Date: 10/14/2024

  Dear BBB Team,

  
  We wanted to clarify that Agape Diamonds offers both Simulated Diamonds and Lab-Grown Diamonds. The customer in question purchased a simulated diamond, as clearly stated in the product description and specifications on our website. Additionally, they received a certificate of authenticity confirming that the stone is a simulated diamond.
  The customer received exactly what they ordered.
  We kindly request that you close this dispute.
  Thank you for your attention to this matter!

  
  Best regards,
  
  Agape Diamonds

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22337612
  
  I am rejecting this response because: nowhere in the ordering process was i given an option or choice of which type of diamond selected. Additionally, the order confirmation didn't mention the type of "diamond" which was purchased. It wasn't until the *** was looked at that it stated it was a simulated diamond. This is shady practice and false advertising as the entire website shows lab grown diamonds as it's mantra. Find anywhere on the site that states they sell simulated diamonds. One has to literally read the fine print to even see the mention of simulated diamond. Furthermore, I'm sure, from the reviews, no one expected to receive fake diamonds with the amount they were charged.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/17/2024

  Dear BBB,

  The product page from which the customer made their purchase clearly disclosed this information. Additionally, the terms and conditions the customer agreed to during checkout also specified that they were purchasing a simulated diamond. Upon receiving the item, the customer found a certificate of authenticity that confirmed the stone was a simulated diamond.
  
  The customer had the opportunity to review the certificate.
  
  Please proceed with closing this dispute.

• Initial Complaint

  Date:08/05/2024

  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 what I thought was a pair of lab grown diamond earrings and a solitaire lab diamond ring. Only to find out after reading the very very fine and inconspicuous print that this is some sort of simulated diamond which is not what any customer is made to believe when looking at this companys site. They state lab grown on some and not other products ! For transparency they should state what kind of stone on all products. I have requested a full refund as I have not received the product and just ordered. This company MUST be held accountable for their false advertising. Reading many many similar experiences on this site tells me there is clearly a problem! They must be taken to task. I want my refund and for risk company to StOP their fake advertising!!

  

  Business Response

  Date: 08/19/2024

  Dear BBB,
  
  Our company offers Lab-Grown Diamonds, Simulated Diamonds, and Natural Diamonds. The specific type of diamond for each product is clearly indicated in the product description and item specifications on the product page where the customer made their purchase. The customer received exactly what they ordered. If they wish to return the product and are within the 30-day refund period, they can contact our customer service department at ****************************************.

   

  Please close this dispute