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:05/23/2024

  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 purchased the engagement ring on 4/10/24 with Flawless Moissanite . ****** USD was paid. I was promised to receive the ring on 04/30/24. ***** lost the package on 04/29/24. I notified ******* from Flawless Moissanite immediately about the lost package. Eventually I was promised a remake on 05/08/2024 marked urgent and the business told me they will try to get it out as quickly as possible. Since then I have not gotten an email or confirmation that its shipped. I reached out every couple days but the response is the same: "Let me see if I have any updates on this" or "I will get the shop to send it...". I asked for a refund since it is taking way too long on 05/16/2024. On 05/21/2024 the response was: "I totally understand just please be patient with me while I try to get it resolved". No response after that statement. Order# ******US, ***** tracking #************

  Customer Answer

  Date: 05/28/2024

  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:02/29/2024

  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.

  Received the ring on 1/22/24, however, was not satisfied with the look of the ring so returned the ring on 1/31/24 for a refund. Per **** tracking, flawless Masonite received the ring back on 2/2/24. Ive emailed them several times with absolutely no response. Ive texted with them and they respond that they are looking into it, but still no refund as of this date and they dont provide any information.

  Customer Answer

  Date: 02/29/2024

  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:02/16/2024

  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.

  On October 22, 2023, I placed an order for an engagement ring and paid Flawless Moissanite the amount of $1,485.00 (dollars). The company promised to ship my order via standard shipping to be received within 30 days of placing my order. It has been almost 4 months and I have not received my order. I have sent them several emails and I have not received a response from them. They have not tried to resolve the issue and I have asked them several times for a refund and I still have not received it. The order number is ********. Online it says my order was delivered on November 6th but instead, I received a whole different order for a different customer with an order date of 3/11/2023 (my order was made 10/22/2024) and an Invoice Number of ************. I paid for a 5ct pear cut moissanite ring size 7.5 (13x10 mm) and instead received a 2ct oval ring smaller size (7x9 mm) for a person named ***************************. I am not *************************** and I do not know who that person is either.

  Customer Answer

  Date: 03/12/2024

  At this time, I have been contacted directly by Flawless Moissanite regarding complaint ID ********, however my complaint has NOT been resolved because: 

  [Your Answer Here] I was asked to return the wrong item received. The company sent a return label and I mailed it out on March 8th and sent the mailing receipt to the company representative. Now I am just waiting for my refund. 

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 03/25/2024

  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:02/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 10/29/2023 I purchased a ring set from Flawless Moissanite. The cost was $1, ****** GBP. It was paid with my debit card through ***** Fargo. The order number from the company is ********. The ring arrived at my home on 11/13/2023. In compliance with the return policy on the company website, I had 30 days to return the ring. We followed the instructions to return. There was no one to call, which would have made me feel more confident in the company, but we did return exactly as instructed. I returned the ring to the ** Office via insured and tracked *** package at the *** store on 11/28/2023. *** confirms that the package was delivered and received by the business' office on 12/1/2023. I have provided proof of that delivery to the "customer service" person on two occasions. According to the return instructions, they were to email me that they had received and were processing the return. That did not happen. Again, there was no phone number and customer service is very odd at this "business". The only way I was given to check-up on them was via text message or by downloading "What's Up" app. I have been corresponding via text with very inconsistent and non-productive answers. I have been told it was escalated to the business owners, but still received no updates, no correspondence, and no refund well past the time line promised. So now they have the ring and my money. I want the promised refund since I am in compliance. It is a scam for them to have my money and my product and not hold up their end of the transaction. I have been trying to resolve the issue through the customer service text for over 30 days with no success. I appreciate anything the BBB can do to help me resolve. Thanks.

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising 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.

  Purchase a ring from Flawless Moissanite on 04/11/23. I received the ring 05/12/23. When I received the ring I noticed scratching on the ring and needed resizing. I reached out about the issue. I was contemplating returning the item, contacted a lady via email and was told they could resize the ring and fix the scratches that was on it when I received it. I shipped the ring back for the repair and resizing. I received the ring weeks later. After a few days of wear the ring scratching had reappeared, the quality of the ring was deteriorating. I was unable to even see the 14k gold stamp. The quality of the ring was horrible. The ring began to change form like bend. And the side stone diamond fell out. I reached out about how unhappy I was with the ring and the quality. I was told the issue with the ring was due to a bad resizing. I expressed my concern with the quality of the ring and requested a refund. I was told I can not be given a refund because its been too long. Which I dont agree with. The ring was not in my possession long. It spend more time being repaired within the first 30 days of receiving it, then I was actually able to wear it. I provided pictures and made it clear that I want a refund and will be returning the ring. I mailed the ring back for a refund. I still have not received a refund for the ring.

  Business Response

  Date: 09/21/2023

  We take videos of all the rings before they ship. We looked at the video of this set prior to shipping and no scratches could be seen. We explained to the client that the resizing of the rings compromised the metal and that was the issue. They were beyond the 30 day return policy. However, we weren't going to leave them with a set of rings they were unhappy with. We remade the set in the size they needed and we even made them thicker for the client. At no cost. I think we have resolved this issue. 

  Customer Answer

  Date: 09/30/2023

  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]

   Although I wish it was,  The complaint has not been resolved. Ive been trying to get this situation resolved since I received the ring in **** Its now going on October.  It was only after the 30 day return period because the ring wasnt in my possession. It was sent back for repair/resizing. Im still without ring or refund. ******** reached out 9/22/23 to offer a refund and a ring at no cost. I told them Id accept the refund. Ive yet to receive either. So this complaint has not yet been resolved. My bank says no refund has been issued. This issue has been going on for a while and Im ready for it to be over at this point.

   

   

   

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

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

• Initial Complaint

  Date:06/07/2023

  Type:Sales and Advertising 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.

  A ring was purchased online from Flawless Moissanite on May 24.2023.Due to lack of communication and unsatisfactory customer service on **********************'s part, a refund was requested via email on June 2.2023.There is no phone number listed on their website to contact by phone directly.A refund or email response has yet to be received on behalf of Flawless Moissanite despite several follow up emails being sent to them.

  Customer Answer

  Date: 06/07/2023

  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:03/31/2023

  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.

  My fianc and I purchased my engagement ring on October 28th, 2023 and the order number is *******. Everything went smoothly with the purchase and receiving it. I got the resized and went down ONE size the first time. The first jeweler told me that the ring was poorly made and the the white gold was so soft they thought it was silver. They told me that when they resized it, every single stone fell out. This jeweler has been in business for over 50 years. I had a stone then fall out and thought the first jeweler was rude and just being mean because it wasnt real diamonds so we went to a jeweler who has been in business for 170 years who SPECIALIZES in moissanite to replace my stone and they told me the exact same thing the first jeweler did. They said that the white gold is extremely soft and they had to test it to make sure it was actually white gold and that again, the ring is poorly made. The prongs were horribly made and were not holding the stones in properly. They told me there was nothing they could do with my current ring and had to make me an entirely new mold and set with my current stones. We didnt return it because I did not think you could return it after being resized because I thought it would be blamed on me or the jeweler for the stones falling out after altering it. Ive contacted customer service and have been emailing and texting and that has gotten me nowhere. We paid $1,500 for this ring and had to turn around and pay $1,600 for a new one. We just want this to be made right. ************ have told us the quality was terrible, customer service is not helpful, and honestly at this point, we just want our money back. Ive read reviews and it looks like this is not the first time this has happened.

  Business Response

  Date: 06/09/2023

  This customer purchased a ring from **. Never contacted us at all about a resizing. Took it to a local jeweler and had it resized down 1 full size. Then they took it to another local jeweler and had it resized down, again, 1 full size. Still never contacted us at all. This specific type of setting we would only resize down 1.5 sizes **** After they resized it down 2 full sizes, they began to loose side stones. Still they have not reached out to us at all! They go to another local jeweler which tells them it needs to be completely melted down and remade. Still, they do not contacted us at all. They allowed this jeweler to melt their ring down and remake the setting and paid $1600 out of pocket for this. After they have taken it to 3 jewelers, paid money to have it resized twice and then completely remade, which we would have done for FREE even after they went to a local jeweler for the resizing. That's when they reach out to us. Their message was responded to immediately, by me. When I asked her, why not just reach out to us for the resizing? Why not reach out when stones started to fall out? She said "she didn't want to get blamed for this happening because she went to a local jeweler" What happened to her ring was completely her fault. Having said that. We still refunded her the FULL amount she paid for the ring. A $1400 reimbursement was issued to them by us in less that a week from receiving her first message. The fact that she hasn't removed or updated this complaint is completely ridiculous. I will attach a copy of their order and a copy of the refund.

• Initial Complaint

  Date:02/23/2023

  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.

  I ordered the ring February 20th. I was a little nervous because I spent a lot of money on this ring and that I need the ring to be delivered on time for the engagement. So, I emailed the company right away just to confirm that my ring will be in time for the engagement and that everything was good to go. I have emailed them 4 times in the last 3 days and there has been zero response. I am starting to get worried even more and I am needing to to start inviting people to the engagement.

  Business Response

  Date: 03/31/2023

  Every email she sent was answered and her ring has since been delivered. I've attached proof of both. Thank you. 

• Initial Complaint

  Date:01/13/2023

  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.

  On January 1st, 2023 I ordered a ring and have still not heard back regarding when Ill receive the ring, shipping information, or any updates for that matter. Ive emailed them half a dozen times with no response. At this point Ill just be filing a claim with my credit card company if I dont hear back from them within the next 48 hours. No phone number to contact them either.

  Customer Answer

  Date: 01/13/2023

  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:01/09/2023

  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.

  This company sent our ring to the wrong address no where near our home and then asked us to go and knock on their door to see if they had our package. Obviously we refused because it's dangerous so we asked for a replacement. Their jewelry is supposed to be insured but I don't think that's the case. It's been a month since we place our order and they've stopped answering our emails and phone calls. There's no indication that we'll be getting a replacement or a refund. This company scammed us.

  Business Response

  Date: 01/15/2023

  Unfortunately my words were taken out of context. I was speaking to a man on the phone about this package. I set him a photo ***** had sent me as proof of delivery. He stated that the address was 8 minutes from his house. I called the park manager of this address to see if she had it at the office or of a resident had mentioned that they received it. I didn't send them the address and say go knock on the door. I also informed them that day that we would put an order in for a remake of their ring so no matter what happened with the ring that was sent to the wrong address, they would 100% be receiving a remake! They have since received their remake along with a generous discount for a mistake make by *****. We have also been in contact with eachother multiple times along the way.  This issue has been resolved.  They have received their ring