Complaints

This profile includes complaints for Malsons Jewelry Centers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Malsons Jewelry Centers, Inc. has 2 locations, listed below.

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  Malsons Jewelry Centers, Inc.

  5144 Kings Plaza Brooklyn, NY 11234-5214

• 

  Malsons Jewelry Centers, Inc.

  464 86th St Brooklyn, NY 11209-4708

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:03/20/2024

  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.

  On August 25, 2023 I went into Malsons to have a pendant made of my deceased Mom and Sister I picked out the piece and they put everything on my ******************** They told me when Im ready to bring there pictures in this way they can stat the process. Then on October 30 I called and said I changed my mind I did not want to the pendant. They never made it and I do not have anything in my procession. They told me it was to late for a refund talk to your credit card company and I have been back and forth with ************** and they keep telling me I am responsible for the item. An item not made and not in my pocession.

  Business Response

  Date: 04/09/2024

  This is in response to a complaint made by *********************************.She claims that she commissioned us to make a pendant with an image on it and changed her mind, she is asking for her money back.
  
  We do not offer refunds, and this is clearly printed on the bottom of every receipt from our store as well as on the wall in our store in plain view. Our receipts also detail our policy regarding special orders (which a picture pendant would have been) which is no cancellations or returns. Examples of this can be seen in the text at the bottom of the receipts pictured on pages (2+3).
  
  ******** also purchased multiple items and the $764.09 she was disputing includes items she already has. She only provided an image of one receipt but there were multiple receipts. She is already physically in possession of some of the items that she paid for. The first receipt is pictured on page (2) and shows a $476.66 deposit for the picture pendant she is referring to in the complaint (she did not pay in full and still owes $467.00). The second receipt is pictured on page (3) and shows a $287.43 purchase of a pair of earrings and a bracelet (both items which she took home that day and is in possession of). These two purchases add up to the $764.09 she is disputing so she is basically asking to be refunded for something she already has in part.
  
  She paid using a synchrony credit card (Pandora)and has previously tried to dispute the entire amount ($764.09) through them as well but was unsuccessful. Synchrony ultimately sided with our store and not ******** because she was in possession of the merchandise she was disputing the payment of and therefore they determined it was a fraudulent dispute.Additionally she was also unsuccessful because our no refund no cancellation and no return policy was clearly communicated to her. Furthermore she agreed to the charge and signed the charge slip for the amount in question ($764.09), the original signed charge is pictured on page (4). On page (5) Ive also attached a copy of our response to her ultimately unsuccessful dispute of the Synchrony credit card charge.

  
  It should also be noted that ******** claims the picture pendant in question was not made and that she is not in possession of it,however this is not because of lack of effort on our part, we did begin the process of making it. We began sourcing the pendant to put an image onto,however when it came time to reach out to ******** to get the picture she wanted us to put onto the pendant, she stopped responding completely and would not return calls or texts.
  
  In conclusion we are unable to offer the customer a refund for the $476.66 deposit she put down on her special order picture pendant. We are also unable to offer her a refund for the items she purchased for $287.43 and she is past the exchange deadline for those. As a courtesy we can offer her a cancellation of her special order and offer the deposit ($476.66) back to her in the form of store credit.

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I reject the response from the business and I want the payment put back on my Pandora ****  do not feel comfortable doing business with this establishment   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/31/2024

  There is no other solution that we can offer, ******** claims in her rejection message that she does not want to... 

  "pay $476.66 for an item that is not in my possession. The other 2 items I am not disagreeing with but the pendant is the issue."...

  despite this claim she continues to dispute the entire amount of the charge ($764.09) with her synchrony credit card even though she is in possession of $287.43 of merchandise, she is still attempting to get money back for items she already has (i have attached a screenshot of her most recent dispute as proof). In addition this is at least the 4th or 5th time she has disputed the charge, all of the previous disputes were settled in our favor and not hers. The pendant in question was a custom order as stated in previous responses, not only do we do not offer refunds on anything, we also do not offer cancellations on special orders (policies that we are very upfront about). She doesn't have the pendant in her possession because she still owes us money on the item and we cannot release it until it is paid in full. The item she ordered was a picture pendant, we got the pendant and were waiting on her to send a picture to be put on the pendant, she failed to send a picture and after reaching out many times refused to provide one. 

  The resolution that we are able to offer is the cancellation of her special order (despite it being against our policy and despite the work we already put into making a custom item for her) and the amount she paid on the pendant back to her as store credit, she can use the $476.66 on any other item if she chooses not to proceed with the pendant.

  
  

  Customer Answer

  Date: 06/07/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/14/2023

  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 03/26 I have purchased two wedding bands. One was special order , the other was a ring purchased in store that was sent for readjustment from a size 7 to 5.5. I was told to come 03/28 @ 3PM. I arrived and they did not start yet resizing. I waited an hour. After, I left with the ring and saw at home that the ring was given to me with a defect. A stone that was bigger and falling out, the ring was scratched. I went back on 03/30. They offered repair or exchange, saying that a repair wont make any difference. Came back to pick up my ring in a few days. Prongs were twisted, and a new dent from the repair. I was told it was my fault I chose a repair and not an exchange and that I have x-ray vision. My fiancs ring was uneven on all surfaces. I was not advised of a no refund policy, they refused to give me my money back. I went to the store 4 times for issues. The owner refused to review the issue. I refused the rings at the store, I only have the picture with initial defects. Extremely unprofessional.

  Business Response

  Date: 05/09/2023

  the following is a post made by this same customer on ******** "WALK AWAY FAST! I trusted the good reviews too. Low quality. The owner refused to review the situation and the behavior of the employees. If you do happen to see flaws, do not expect them to be respectful, or understanding and willing to help you solve the issue. I trusted them with my wedding bands and it was a horrible experience. I was insulted by the manager from *********** for seeing the flaws after a rock had to be exchanged due to a factory defect and damaged. I was told it was my fault I chose a repair and not an exchange. DO NOT EVEN THINK about seeing your money back. My fiancs ring was uneven on all surfaces. If you happen to buy, look at ALL the details before paying. I didnt and they took advantage."

  
  were sorry the customer had a bad experience, she bought two rings from **- a men's ring for her fianc and a women's ring for herself

  
  her fiancs ring was made to order came from ******************************* jewelers, a vendor that has been in business for 75 years, they're the industry standard. there was absolutely nothing wrong with his ring and there was no defect that could be pointed out by her that any employee could see, even with a magnifying glass, this is evident in the pictures.

  
  we did unfortunately have a very small manufacturers defect slip through the cracks with her ring initially, but it was cosmetic in nature and we not only rectified that but also offered her both the option to exchange or repair her ring. one of the diamonds was slightly larger than the rest (it was not falling out or damaged, it simply was not a good match cosmetic wise to the others) so we offered to have our jeweler replace it with a stone that was closer in size to the others. we also offered to exchange the whole ring for her; she agreed to swap the stone. while we did switch the stone it we were VERY clear we could still exchange it for her at any point. and although we did resize the ring there was no damage that happened as a result of that nor did any damage occur to it while the stone was being replaced. there are no scratches, bent prongs, dents,or damaged stones as she describes. she also didn't complain about any bent prongs or scratches to her ring originally, only the diamond and a dent, so these claims are just coming up now.

  
  all the employees were courteous and patient with her, it was she who was abrasive and rude to the employees over the phone and in person, going as far as yelling and name calling. several people inspected both of her items, including our professional jeweler who has been in business for over 40 years. there is nothing wrong with the quality of her ring as of now nor with her fianc's ring which had no defect to begin with. Weve been serving the community for 52 years, we pride ourselves in customer satisfaction and we stand by the quality of our merchandise, we would not knowingly sell a defective or damaged item. While we have a no refund policy, she was completely aware of it and we are upfront and transparent about, we have it posted by the wall at the register and its on the receipt that she signed. If she is still not satisfied we are still willing exchange her items for her as we stated to her and she has been issued a store credit which is transferable and never expires. we were very clear every step of the way that we would exchange any item she was unhappy with, even her fiancs ring which we normally would not have allowed being that it was a custom order, but she declined to do so. ultimately she left the rings with **, not as a return because she did not want to accept store credit, rather she just dropped them off in store where we still have them set aside for her.