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:05/19/2025

  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.

  Hello to whom it may concern, my name is Nubian ******. I purchased a expensive piece of jewelry from this company Miners Gems in *********. Before purchasing the jewelry I was made to believe that the jewelry was insured by the jewelry store, and insured by the sales *** that if anything happened to the jewelry it would be ***laced, or the appraisal value would be paid to me. I noticed the appraisal paper work has Miss spelled my name and couldnt get it reappraised. My chain was stole from my wifes property when she was shopping for an additional piece of jewelry. I called the numbers giving on the appraisal paper work. I couldnt get in contact with anyone. After ***eated attempts. I then emailed the company to make them aware and discuss my frustration with my failed attempts to contact them. No ***ly was ever sent about it. Im starting to feel like its fraudulent activity. The chain was financed through ****************, so it must be legit. I then attempt to contact the number ****** shows as active. When i do i get in touch with a lady named *******. She tells me that she is the insurance *** for the company. She wasnt aware of the situation and that it is nothing she can do. She didnt know why i was told that but I shouldve gotten the jewelry insured under my vehicle insurance or home insurance. Ive never heard anything like this before in my life. It doesnt make sense to me. How can a business mislead a buyer then create its own scenario of what happen and what i was told. I simply would like the jewelry to be ***laced or to be paid the appraisal value for the jewelry. Thank you for your time.

  Business Response

  Date: 06/02/2025

  Good day, this is ******* from Miners Gems. We appreciate the opportunity to clarify a few points regarding the recent interactions with Mr. ******* When Mr ****** and I spoke I informed him that I was in customer service and nowhere in the conversation did I mention being an insurance *** as stated in the BBB statement.
  
  To confirm, Miners Gems does not sell or provide insurance for jewelry purchases. While we ensure all customers review the terms of their purchase at the time of sale, insurance coverage must be obtained separately through a homeowners, renters, or specialized jewelry insurance policy. Our role is strictly limited to sales and appraisals.
  
  Regarding the appraisal paperwork, we apologize for the misspelling of the name and any delays in communication. The corrected document was sent via email after Mr. ****** confirmed he would contact his insurance company.
  
  Concerning the theft of the chain, we are very much concerned about the situation. However, as we do not manage insurance claims or ***lacements for lost/stolen items, were unable to process requests for ***lacements or appraisal payouts.
  
  We operate with the utmost transparency and integrity, and were happy to provide any documentation he may need for the insurance claim. Please dont hesitate to reach out here.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23348412
  
  I am rejecting this response because: The comment is incorrect and no she didnt say she was an insurance agent, she stated she was the person that deals with insurance claims. The person responding to the message stated all the same response to me. What she failed to mention was that they mailed me incorrect paperwork that impacted getting insurance coverage by not having the my name correctly. She tried to tell me to commit fraud then when I said just that your trying to tell me to commit fraud she ***lied no I would never. Her exact statement was well you could get insurance then put in a claim. Maybe I dont fully understand fraud but I think that would be fraudulent. The lady is speaking as if she was the sales *** that was in the store at the time of sale. Just things that are facts. I purchased jewelry from Miners Gem understanding that it was insured through them. Thats not the case. The company failed to produce the correct paperwork at time of sale to insure the jewelry. I was never told about any thing this lady said and if it was just said to get sales, is that false advertisement. If I have to pay this debit they should have to ***lace the jewelry for their mistake.
  
  Sincerely,
  
  Nubian Haddon

• Initial Complaint

  Date:04/23/2024

  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.

  On Dec.31,2023 I purchased a alexandrite and diamond ring in white 18kt gold at approximately $3000.00 I noticed the alexandrite was loose. The business told me to send it to them to be repaired. I did. When it was "repaired" they sent it back. When I received it back it came back with the alexandrite chipped. So once again I sent it back to get repaired. The thing is a gem can't be repaired. It has to be replaced. And they did but the alexandrite that they replaced it with is not the same quality. I have once again contacted the business but with no response this time. This has taken a total of 4 months so far. What I want is to go to the business and pick out another ring of equal value.

  Business Response

  Date: 05/10/2024

  We will reach out to the customer and exchange the ring with the same style ring which has been recently finished of the same quality. We apologize for the delayed response 

  Business Response

  Date: 05/24/2024

  We are in touch with the customer and are happy to exchange the ring for her

  Business Response

  Date: 05/24/2024

  We are in touch with the customer and are happy to exchange the ring for her

  Business Response

  Date: 05/24/2024

  We are in touch with the customer and are happy to exchange the ring for her

  Business Response

  Date: 05/24/2024

  We are in touch with the customer and will exchange the ring for a stone she likes. Alexandrite is a very rare gem and we are lucky to have a few in our possession for her to choose from 

• Initial Complaint

  Date:11/08/2023

  Type:Product 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 was on a cruise in ******. I bought a ring from a Miners Gems store. Within the week (the third time I wore it) the stone fell out and was lost. After several attempts I talked with someone who said send a picture. I sent picture of receipt and ring. I was told they were sending a packet with information about replacing the stone. I never received it. Its been several months now. I have periodically sent email messages. Ive texted back to source of the online receipt and made several calls. All with no results. They have taken advantage of my being older and on a out-of-*********. After the way they have handled this situation, I dont trust them (Ill have to send it to them) to replace ***** or fix the ring. They should send a refund of my money. Especially now that Ive seen from reading from this site that this problem of loose stones has occurred before. I want my money back.

  Customer Answer

  Date: 12/10/2023

  I called the company in ****** where the ring was purchased and someone answered. I was told earlier that they were closed for the season.  
  Last week, I called the shop in ****** and explained everything to the clerk who said they had no record of an email from me.  It seems that all are ignorant when it comes to handling refunds. 
  I could have booked another cruise for what I  have lost buying that ring.  

  Thank you for your assistance  

  Sincerely 

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

  
  

  Business Response

  Date: 12/15/2023

  The ****** store close at the end of september and we missed the customers call. We cannot locate this customer on our database, maybe the purchase was made under a different name? and have no emails from her. We did find a message on our answering machine.  We have left her a message and are waiting for a response. We aplogize for the delay but will be happy to fix the piece 

  Customer Answer

  Date: 12/17/2023

  Hello.  Thanks to you I have heard from the company.  I was told that they are very sorry (from the sound of their voice not very happy to have received a letter from you). They have investigated the issue and have offered to settle this problem.  
  I will keep you posted. The last time I was told things would be handled was in May.  Well see. 
  Sincerely,

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

   

  Customer Answer

  Date: 12/18/2023

  This message was left on my cell phone on 12/15/23
  

  Hi **********************************, this is Mita from Minor gym We Saw your message on Better Business Bureau but the telephone number was not complete. We did find a message from you from September but we don't have any emails from you and we cannot figure out. What you've purchased so if you can, please give me a call back. My direct line is *********************. Thank you.

   

   

  Customer Answer

  Date: 12/18/2023

  This message was left on my cell phone 12/25/23

  Hi **********************************, this is Mita from Minor gym We Saw your message on Better Business Bureau but the telephone number was not complete. We did find a message from you from September but we don't have any emails from you and we cannot figure out. What you've purchased so if you can, please give me a call back. My direct line is *********************. Thank you.

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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.

  My wife and I bought 4 rings from ******* Gem in ****** ****** on 9/7/22. Shortly after we returned home the rings started to loose stones.Over the last 3 months I have been trying to call the corporate in *********, since the Miner's Gem store in ****** is closed for the season. I have emailed them explaining my problem, I have called and left messages and no one has tried to contact me to resolve the problem with the rings.We would like to have the stones replaced and fixed , so they can be enjoyed.

  Business Response

  Date: 12/22/2022

  We have spoken to *** and **** and they have three rings that require repair. We are emailing them prepaid and insured shipping label to send the rings to our ********* office for repair at no charge. We had unfortunately not received any previous communication but are happy to take care of their pieces