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:06/18/2025

  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.

  order placed with jomashop june 9 and it still has not shipped or even processed. customer service is playing games. now ******** is trying to charge me twice for the same order. spoke with my payment institution today (affirm) and they alerted me that jomashop charged me on june 9 and again on june 17 for ******. i am so fed up with jomashop and will honestly never shop again with them. i'd rather pay a little more to another business and have them take me seriously as a client than save a couple of bucks to be dragged around without any care or apologies. jomas shop, cancel the duplicate charge and ship my order immediately!!!!

  

  Business Response

  Date: 07/01/2025

  Where are my prior replies -  this complaintaint has supplied wrong info and I need my prior replies attached to the complaint as in the past 

  Customer Answer

  Date: 07/01/2025

  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:

  first of all there is no reply from the business on this complaint.

   

  second of all, my affirm account was charged twice for the same order as i explained before and jomashop still has not reversed one of the two payments! this needs to be done asap!

   

  third of all, i received a voicemail from a jomashop representative. rhere was no phone number or email left in the voicemail, the only thing the man said was reference a bbb case i opened last year and a charge back filed said if i am not happy with jomashop i shouldn't shop with them anymore. u know how many orders i placed with you? a **** of a lot! u don't thank me for those orders but make sure to mention one order i was not satisfied with and then tell me not to shop with u. guess what? i will no longer shop with u after this! so disgusting! no apology for messing up my order. no confirmation that the double charge will be reversed. no service whatsoever. based on the man who left me the voicemail and all of the interactions i've had with jomashop **** via email i can see that this business does not care who they hire and does not stand behind timely service or good customer service.

   

  u all should be ashamed of yourselves! as individuals and as a company!  

   

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  

  Business Response

  Date: 08/21/2025

  *** ***** *** once again has falsified statements.   Regarding the latest order on June of 2025 for Sunglasses in the amount of $167.74  - seems the complainant is saying we charged her twice This statement is false she was only charged ONCE for $167.74   - I have attached the gateway processor statement (screenshot) clearly showing ONE charge for $167.74.

   

  She had an AUTHORIZATION ONLY on her card and as you can see from the screenshot this expired July 10^th, 2025.

   

  I hope this clears up any confusion and you can close out the case.

  Please let me know if you need anything else.

  Customer Answer

  Date: 08/21/2025

  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:

  i already provided screenshots of jomashop charging twice for the same order and creating a great complication with me and affirm. after a month of headaches and time/energy wasted on this issue affirm agreed that i only need to pay once since jomashop charged a duplicate! however my affirm account was negatively affected due to jomashop mistake! i didn't falsify anything and i don't have any more time to waste explaining something to jomashop that they should already know. all around it's terrible service and i will no longer shop. i give companies multiple chances but if u mess up more than once u lost me as a customer. the condescending threatening beyond unprofessional voicemail jomashop *** left me was the final confirmation i needed that you people don't know anything about customer service. u don't care about doing the right thing and u don't care about people having to spend time and energy fixing the mistakes u make. i have talked about my experience on social media and my feedback must be posted on the bbb page for jomashop so that more people can be aware of the potential issues they will encounter when spending their money with this company. 

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

• Initial Complaint

  Date:02/11/2025

  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.

  Based on prior experiences I went on website to buy another watch from ********. I selected a ***** watch and received confirmation of purchase. However, I never received shipping confirmation. I called customer service several times and each representative told me the watch was in stock and they would send email to their team to see what the issue was causing a delay. This was not helpful as I needed the watch promptly and no one could tell me why the watch had not shipped. I asked to speak to supervisor and was given the run around not available. This company has taken my money and not delivered the product. I want a full refund as I will not do business again with them due to poor customer service and poor customer experience, including lack of accountability and long hold times.

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  In reference to complaint ID ********, business has issued full refund and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2025

  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 placed an order on 1/24/25 order # ********. I received part of my order and the Citizen **** was awaiting shipment. When I ordered it did say it may take a week to ship. It is now 2/6/25 and I still dont have my item. I have tried to call many times and the customer service ************** is always busy I dont care what prompt you hit. I have sent 3 emails and still have not received a response. Quite frankly I am suprised at ********..I have been a customer over 10 years. All I want is my perfume I paid for.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory.  They lied about when the item was shipped when I tried to cancel the order on February 11. It actually didn't ship until the February 13. I ordered from another site because I wanted it for *********** Day and received it. I am afraid to send this back for a refund because I cant call them or they do not respond to emails unless you are talking about canceling your order. 

  Plus they said since it had shipped I could not get anything else. I was willing to exchange it for something. 

  I gave one as a gift now I am stuck with the one from Jomashop. Oh well this truly has been a learning experience after being a loyal customer for over 10 years.
  
  Sincerely,
  
  ******** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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 am writing to file a formal dispute regarding a recent purchase and the unacceptable level of customer service I have experienced. On June 26, 2024, I purchased a pair of glasses from your Jomashop with the understanding that they would be shipped to the address I provided on your website. However, the glasses were incorrectly sent to the address associated with my ****** Pay account.The package was shipped but subsequently returned to the postal worker as "returned to sender" and later marked as delivered. Despite this, I never received the item.I have reached out to customer support multiple times to resolve this issue. Initially, I was informed that the situation would be investigated, which took approximately a month and a half. When I followed up, I was promised store credit within two business days, but this never materialized. Upon further contact, I was then told that the store credit would not be issued and that my claim had been denied.Throughout this process, I have been met with inconsistent information and conflicting resolutions from customer support, and my requests to escalate the matter to a supervisor were repeatedly ignored. The lack of coherent communication and the failure to address my concerns appropriately has been highly frustrating.I request your assistance in resolving this matter. I am seeking a full refund for the glasses that I never received, given the poor handling of the situation and the inadequate customer service I have encountered.Thank you for your attention to this matter.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  The business in reference to complaint ID ******** has resolved the complaint prior to communicating back to the BBB. Please recind this complaint.

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

  
  

• Initial Complaint

  Date:08/05/2024

  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.

  I ordered a bottle of ***************************** Y Elixir parfum 2ml and .33 ml travel size from ******** (********) for $189.32 on Wednesday July 31 2024 at appx 6:22pm Eastern. Decided I no longer wanted to make the purchase and cancelled within 6 hours, Thursday August 1 2024 at appx 12:22am. Received an email from ***** confirming the cancellation and that the funds would only be pending and then drop off. Unfortunately the funds went through so of course I am very disappointed. I actually went back and made an identical purchase but with an added travel size.

  Customer Answer

  Date: 08/05/2024

  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:03/11/2024

  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've ordered a Watch from Jomashop.com worth $1,900. They said they've delivered the Watch but I did not received anything. I have been paying for the Watch since December but they denied my claim even if I filed for a police report

  Customer Answer

  Date: 03/13/2024

  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:11/29/2023

  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 ordered 2 Versace sunglasses during the black Friday so I can get big discount. They charged my capital 1 **** but after ********** message me that the extended protection plan is only for US shipping,she asked me if I want to proceed with the order. I replied to her 15 minutes later to proceed. After 3 days she hasn't replied nor **** didn't gave me a tracking number, I checked my capital 1 and the charges was taken off without explanation. At least show some courtesy of calling me my phone number. Could you please charge my card again with the same item and deliver it???? I'd like those sunglasses with the same price as the black Friday! If not I will give you bad reviews!

  Customer Answer

  Date: 11/30/2023

  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:02/21/2023

  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 received a fake cologne from Jomashop that they're unwilling to replace according to their policy and want to charge me $13 to return the fake product after giving proof it's fake they still insust it's authentic despite proff it's fake.

  Customer Answer

  Date: 03/03/2023

  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,
  
  *************************