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Business Profile

Jewelry Stores

Na Hoku, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Na Hoku, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Na Hoku, Inc. has 78 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 purchase a ring @ Na Hoku @ their ************** location in *************** on May 25, 2024 which cost $1699.00. In July the ring broke (the diamond overlay broke apart) and had to send the ring to the store (via Fed Ex -at my own expense) so that they could then forward it onto ****** to fix the ring. (At this time I only had the ring for 2 months). I did not get the ring back until November of 2024. Then again in January of 2025, the ring broke again (this time one of the sapphires stones came out. This time I received a prepaid label from the ******* store and forwarded the ring there and they in turn they forwarded it to ******. Yesterday I just received an email stating that I was getting a *** Ex delivery tomorrow that I have to sign for. I'm guessing that its this defective ring. They never even reached out to let me know that they were sending it to me. The last time I spoke to them I adamantly told them that I did not want the ring. Since the end of May 24, I have had the ring for maybe 4 months and it's been in repair the rest of the time. I have over and over again stated that I no longer want the ring as it is defective and want my money back and I even am now disputing the charge on the credit card as I just don't feel that I can rely on this ring not to break again. I spent a lot of money and it's already broken twice, why would i feel secure that it's not going to happen again. All Na Hoku says is that are not charging me for the repair. I didn't ask them to fix this last time, I just wanted to return it but they said that i have had it almost a year. By the calendar, it may be a year, but Hawaii has had it more than I have. This has been a very disappointing experience for me.

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the endless hoop earrings for $329 from this company in October *********************************************************************************************************** craftsmanship. I had the earrings for approximately 6 months and noticed that there was a seam separation issue in both earrings and diligently sent the earrings to ******** from ****** for $25 of which is not reimbursed. The company received the earrings and two months later I received an email stating that I had to pay another $100 + $17.50 (shipping) for repair of the poorly designed earrings. This means I will have the same issue with the same earrings in the future.Some lessons learned here are: ************ doesnt stand by their jewelry and their lifetime warranty is a scam. The craftsmanship of their jewelry is not quality for the price. I found that this company is not BBB accredited. Essentially, I got scammed and theres not much else I can do except make sure others dont have to experience buyers ************ time Im in ****** Ill buy my expensive jewelry from an accredited business that really does stand by the integrity and craftsmanship of their products.

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      refused to give me a replacement bracelet for DEFECTIVE item that I purchased 30 days ago. They have FRAUDULENT warranty and wanted to repair a defective item. Repairing a broken defective inferior quality item is not the same as replacement with superior quality item. They are fraudulent scam business. TERRIBLE CUSTOMER SERVICE

      Business Response

      Date: 03/19/2025

      As our policy states we were awaiting receipt of the merchandise that the customer wanted a refund for.

      ********************** provided a shipping label and received the merchandise back on 3/4/2025.

      Refund was issued to customer on 3/11/2025.

      Customer Answer

      Date: 03/19/2025

       
      Complaint: 22992824

      I am rejecting this response because: they only refunded $108.00 and not the original purchase price of $125.00.  They are THIEVES!

      Sincerely,

      ***** **********

      Business Response

      Date: 03/20/2025

      It is our standard policy that we do not refund shipping charges. We have gone ahead and processed a refund for the shipping charges in this instance since the complainant felt he had such a bad experience with us. The refund should be received within five business days.

      Customer Answer

      Date: 03/20/2025

       
      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:10/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 filing a complaint against Na Hoku Jewelry regarding a pair of dangling pearl earrings purchased at the ***************, **, store on September 14, 2022. One of the earrings broke into two pieces in October 2024, approximately two years after *********** a loyal Na Hoku customer, I have more than 10 pairs of earrings from this brand, and this is the first piece that has broken in such a short time. On October 1, 2024, I returned to the King of Prussia store seeking a repair. After two weeks of evaluation by their jeweler, I was told the damage was due to normal wear and tear and not a manufacturing defect. I believe this response is unreasonable for jewelry of this quality and price, especially considering my care for the piece.I am dissatisfied with this conclusion as I expect better durability from Na Hoku products. I kindly request that Na Hoku take responsibility for the repair or replacement of the damaged earring, as I believe this situation goes beyond normal wear and tear.I would like Na Hoku to repair or replace the broken earring at no additional cost, as I do not believe the damage is due to normal use.

    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My complaint is that they describe a lifetime warranty on workmanship .The turquoise stone fell out so I mailed the ring to them in ******** and after about 3 weeks they told me they where not able to determine warranty coverage that they had to mail it off to original manufacturer ???? I was never told who that is the outcome was that my lost stone was not covered under warranty due to wear and tear . All I do is wear the ring everyday what wear and tear causes a stone to fall out . It was not determined excessive wear and tear just wear and tear , I have had the ring assessed by other jewelers who have said this should defiantly be covered. I feel like in their warranty statement that they say not covered if there is wear and tear is a very broad explanation for not covering a manufactures defect . This purchase was a huge stretch for me and I was so disappointed that this so called fine jewelry company does not uphold their warranty . Plus who is the original manufacturer that determined my ring not covered by Na Hoku warranty.

    • Initial Complaint

      Date:05/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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 12/29/22, my wife and I purchased rings at the Kona store. The store did not have her ring size in stock, so they sent a size 7 ring to your Oahu store to be sized down to a 6.We received the re-sized ring early in January 2023. She wore the ring - which fit perfectly and is beautiful - for about two weeks. She then noticed that the band was bending and beginning to grow rough. As this is unacceptable, she reached out to customer service who helped us ship the ring back for repair. We received the repaired ring in late February BUT it was back to a 7 - not a 6. So she contacted customer service who, once again, helped us ship the ring back to be re-sized. The re-sized and repaired ring arrived back with ** in late March 2023.She wore the ring for about a week and the metal, once again, is bending and growing rough. We are surprised and disappointed that what should be a high quality ring continues to present with such problems. At this point, we want to return this ring completely. We also want to return my my ring as we bought them to be a set and, at this point, that is not going to happen.We have reached out to their customer service who responded via email and first stated they would provide a store credit for both rings.After we stated that we wanted a full refund, Na Hoku customer service is only offering a credit for my wife's ring.I have spoken with ************************* (VP of Marketing and Sales) who was both unprofessional and disinterested in resolving my issue with regards to customer service and warrantied issues.I have reached out to numerous others who only respond via email and are not willing to refund our money for this purchase.We are seeking a full refund and wish to no longer conduct business with Ana Hoku.

    Na Hoku, Inc. is NOT a BBB Accredited Business.

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