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:10/28/2023

  Type:Order 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.

  Was sent wrong size chain. Ordered 2.5 *************** gold rope was sent 2mm that was $600 at time. 2.5mm was $789.99. They offered a $30 refund to keep chain. Wanted to send item back and receive full refund for their mistake. Item has been back in their possession with no refund sent. Contacted business through email and person said they would get back to me ,t hat was on 10/13.

  

  Business Response

  Date: 12/13/2023

  The following report concerns a customer by the name of ***************************** who purchased a 2.5mm Rope 26" White **** chain, which is sold by gram weight. The chain weighed 9.9 grams, but the customer expressed that it appeared smaller in comparison to his former ****** chain, which also measured 2.5mm. We carefully explained to the customer that the two chains were dissimilar in design and thus could not be compared. Despite our explanation, we still offered a partial refund of $30. However, the customer declined and instead chose to return the item. We provided a prepaid shipping label for the return. Regrettably, after initially receiving our assistance, the customer opened a dispute with PayPal, which is currently undergoing investigation. Consequently, we are unable to access any paid funds until the case is resolved. It has come to our attention that the customer has opened multiple disputes with various financial institutions, resulting in a protracted and complicated resolution process. Therefore, we kindly request that the customer contacts PayPal to close the case so that we may proceed with processing the refund.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 12,2023 I inquired about a Rolex from this well known company. Told me everything is legitimate and can be serviced any where on January 17th 2023 I paid ***** dollars through cashapp to this company for a Rolex I received my receipt Jan 20th 2023 with the wrong price on it no taxes but I paid taxes on it with the total receipt value of **** even The watch came Jan 27th ******************************************** ******** ********* ******** jewelry and 2 other places to get it adjusted to my size they told me the watch was completely fake and they refused to service it I called the diamonds bazar he told me he sorry that he would give me my money back in that the watch was all aftermarket parts meaning fake After I sent the watch back he tells me that I should receive my refund tomorrow. He ignored me for a day then responds that theres nothing he can do unless I spend the money with him and there is a no refund policy But I dont trust to buy another watch through him ever again , especially if hes selling fake watches as real.

  

  Business Response

  Date: 02/18/2023

  Hello.

  It seems like ***** and the customer ******************* were able to come to another watch that that was suitable which was a 31mm Rolex Datejust with original band and original bezel and original Dial.  This was received by customer with the following tracking number - ************* - FEDEX 

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 36 mm blue face 4 carat Rolex for ******** on 7/25/2020. It was an in store purchase. My wife and I asked for the appraisal papers and we were informed they would email them to us but to no avail! I wore this watch up until recently Dec.28 th when I noticed discoloration on the gold bezel. I then took it to a certified jeweler who tested the bezel and informed me that it was fake . I was never disclosed this and would have never purchased a Rolex watch with fake aftermarket parts on it. My wife and I called Jewelry Unlimited for them to make it right only to be told we assumed it was real. They said we can upgrade and spend more money on something I already spent ******* dollars on.

  

  Business Response

  Date: 01/03/2023

  Hello,

  The watch that was purchased for a 36mm Rolex with original case and was customized with a diamond bezel.  The bezel was a stainless steel bezel with a gold overlay to match the face of the watch.  The bezel was never reflected to be a solid gold bezel.  However the diamonds were quoted to be genuine natural diamonds, which is what they are.  We would be happy to take the bezel back and replace with another one if either one of these diamonds on the watch are not authentic as advertised.  However the bezel was not advertised to be gold and the price paid of the item which is $9000+ tax was of the watch in its current market price.  The bezel is Stainless Steel with a gold plating.  Bezels are made in stainless steel, in 10k gold, in 14k gold and in 18k gold for Rolex watches, and the one the customer purchased had a stainless steel bezel on it and has been priced accordingly.  However we can offer some solutions due to the customer being unaware of the material of the bezel purchased. 

  1) We can remove the gold plating on the bezel entirely and have it in its original color of steel.  Which would work in this situation since the watch is 2 tone (steel and gold) and a steel or a gold bezel would look fine on the watch.  
  2) We can trade in 4 ct steel bezel for a 3 ct gold bezel, which would be a fair exchange if the customer did not want to pay any difference in cost 
  3) we can upgrade the steel bezel on the watch to a solid gold bezel which would be also 4 ct diamond, this usually would be $1500 difference, but since the customer was unaware the bezel was stainless Steel we can compensate and offer a difference price of $750. 
  
  Please let us know if any of these solutions would be appropriate for us to offer the customer.   
  We are here to help. 
  
  Thanks 

  Customer Answer

  Date: 01/04/2023

  That proposed solution doesnt make me whole . I was unaware of any aftermarket parts and it wasnt disclosed to me that this watch had any. I would like my money back in total of *******. Thanks

  

  Business Response

  Date: 02/18/2023

  Hello.
  We have signage in store and on our website that declares that all customizations that are done to the watches are done by Jewelry Unlimited.  Further more, **** percent of all diamonds added to a Rolex are added by jewelry customization companies.  It is infact common knowledge that when there is diamonds set on a Rolex - as off the 400+ gem set watches we have in store that they are all set with diamonds added aftermarket.  
  Customer was fully aware that the *********************** were added to the watch and were not "factory set diamonds". Which is prevalent in approx 1 or ****** rolex manufactured (from rolex website).  The customer is complaining about that fact that the bezel is not solid gold, not that the diamonds are not real etc.  The bezel is real as in it consists of REAL diamonds, however it is build in stainless steel.  The bezel was never asserted as solid gold, but I do understand that customer might have assumed it was solid gold because of the color of the bezel and therefore the solutions that were offered.  
  
    Number  one and two below are completely free of charge and dont require you to spend any more money as you stated you wanted. 
   Number three I can offer even more of a discount on , instead of the $750 difference we originally offered we can do $500 which is priced only to resolve the issue.
  
  
   1) We can remove the gold plating on the bezel entirely and have it in its original color of steel.  Which would work in this situation since the watch is 2 tone (steel and gold) and a steel or a gold bezel would look fine on the watch.  
  2) We can trade in 4 ct steel bezel for a 3 ct gold bezel, which would be a fair exchange if the customer did not want to pay any difference in cost 
  3) we can upgrade the steel bezel on the watch to a solid gold bezel which would be also 4 ct diamond, this usually would be $1500 difference, but since the customer was unaware the bezel was stainless Steel we can compensate and offer a difference price of $750.(changed to $500)
  
  
  I would like to resolve this with the buyer amicably, if there is a further discount that i can offer on the upgrade i will be willing to do so in order to close this case. 
  Please let us know if any of these solutions would be appropriate for us to offer the customer.   
  We are here to help. 
  
  
  Thanks 

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18671234
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/21/2023

  Hello, unfortunately we did not receive your response after "because " please refer to your last reply and complete the reasoning as to why you declined the multiple offers we have provided to resolve the situation. 

   

  Thank you for your cooperation. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18671234
  
  I am rejecting this response because:
  I would like a full refund. I purchased under false pretense. 
  
  

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