Complaints

This profile includes complaints for Worthy.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Worthy.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Worthy.com

  25 W 45th St Fl 2 New York, NY 10036-4902

  
• 

  Worthy.com

  20 W 37th St Fl 12 New York, NY 10018-7365

  

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:12/03/2024

  Type:Billing 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.

  Sold a ring on worthy on 11/10/24 and payment was supposed to be direct deposited within a few days, but we're approaching a full month in which they've had access to the ring and/or funds. Just get a run around email that the finance team is having an issue but just a run-around email.

  

  Business Response

  Date: 12/06/2024

  Hello *** ******************** you for choosing us to help sell your bridal set. We deeply regret that what should have been a successful experience was impacted by a delay in processing your payment.
  
  While our normal payment processing timeframe is 510 business days, your payment was issued three days outside this window. We sincerely apologize for this delay.
  
  We aimed to maintain clear communication with you during this time and proactively let you know we were working diligently to process payments amidst holiday-season delays, which contributed to the extended timeframe.
  
  We completely understand how frustrating it can be to receive your payment later than anticipated. Wed like to connect with you directly to confirm youve received your payment and address any remaining concerns you may have.
  
  Thank you for your understanding and patience. Please know were here to support you and ensure the rest of your experience is a positive one.
  
  Best regards,
  
  Worthy Team
  

• Initial Complaint

  Date:10/31/2024

  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 sent a Rolex watch to Worthy in early September and it was successfully sold at auction on 10/9/24, it was stated it would take 5-10 business days for my money to be transferred to my bank with their 18% commission, Fine. With a holiday, that meant 10/24/24 was the last day of their policy. I called on 10/22 and spoke to a representative to check my payment status and verify my banking routing and account number. Friday, 10/25 at 5 PM I was told it would go into my account 1-2 business days and I would have my funds. Here it is 10/30/24, full 4 days and no money and they state an issue with my banking info, The banking info was screenshotted for them, no error in typing, it's a Regions checking account and it can't get much clearer. I have asked for a cashier's check to be overnighted via *** Ex today. To me, that is only fair. They have had $580 since my item sold and access to my cash for over 3 weeks. I have not seen an invoice of the sale, an e mail from the Finance director, a screen shot of what the error is, just the run around.

  Customer Answer

  Date: 10/31/2024

  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:10/16/2024

  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.

  I sold an item via worthy on 9/30/24. I was told I would receive payment between 5-10 business days. I have not received payment. I have called and email and they say they are escalating my concern.

  

  Business Response

  Date: 10/21/2024

  Hello *** ********************* you for taking the time to share your experience with us.
  
  With the information you provided, we were able to locate your account and gain a clearer understanding of your situation.
  We recognize that your main frustration lies with the payment processing timeframe, and we acknowledge that there were missed opportunities for communication that could have offered you better support during this process.
  
  Our standard payment processing timeframe is 7-10 business days. Your sale was finalized at the close of 9/30, and your payment was issued on 10/15. Considering the recent holiday, your payment was issued on business day 10, which falls within the timeframe we communicated.
  
  That said, we understand your frustration regarding the communication towards the end of your experience. We would appreciate the opportunity to connect with you directly to provide better support and work towards improving your overall experience.
  
  Thank you again for your feedback.
  
  Best regards,
  
  Worthy Team

  Customer Answer

  Date: 10/30/2024

  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:10/11/2024

  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.

  I submitted a diamond for grading and sale, the diamond was rejected. I requested a change of address for mailing but was never contacted. The item was then mailed to the incorrect address and as it was insured my business partner couldn't pick the item up due to his name not being the recipient. When contacting the company the support agent went around in a circle mentioning the request wasn't seen and that I should pick the package up, which was mailed to the wrong state and city near my business partner. I expressed the complaint that I filed a ticket to change the address of shipping BEFORE and never confirmed the shipping address as it was incorrect. They now wish to charge me $50 for an error made on their end to have it shipped back to me.

  

  Business Response

  Date: 10/14/2024

  Hello *** **************** are sorry to hear about the communication issues regarding your return, and would like to better understand your experience. 
  
  On 9/30, we received confirmation that you selected the ***** location as your desired return location. With that confirmation, we proceeded to ship your package on 10/2. Unfortunately, when you reached out on 10/4 the package had already been shipped. At that point, we were unable to adjust the shipping location, as doing so would void the insurance on the package. Additionally, we are unable to change the label once the package is in transit.
  
  A senior member of our team will be reaching out to you directly to better understand your experience with the return confirmation process and to address any concerns you might have.
  
  Thank you for your patience as we work to resolve this matter.
  
  Best regards,
  
  Worthy Team

• Initial Complaint

  Date:09/16/2024

  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.

  On 8/27/24 I accepted a bid on the sale of a ring. The winning bid was $600.00. I was to receive payment within 5-10 business days. I reached out on 9/5/24 regarding status of payment and received a response that they were still within the timeframe. I again followed up on 9/11 and 9/13 with no response. As of today, I have not received a deposit nor a response as to when I may expect payment. They are also still in possession of my ring.

  

  Business Response

  Date: 09/16/2024

  Hello ****************,
  
  Thank you for reaching out and sharing your concerns.
  
  Our standard payment processing timeframe is up to 10 business days. However, we want to ensure that our customers feel supported throughout their experience with us. After reviewing your complaint, we were able to locate an account under a different name in our system. To protect the account holder's identity, well be reaching out directly to them to provide any necessary support regarding the sale of their items.
  
  Thank you for your understanding, and please let us know if you have any further questions.
  
  Best regards,
  Worthy Team

  Customer Answer

  Date: 09/20/2024

  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:06/03/2024

  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 05/24/2024, my ring was received fro preparation. on 05/30/2024 I received an email to tell me that it was ready fro auction. at thsi time, I requested my ring back, I called and they gave me an appointemnt for my ring back(I do not know why) adn the appointemnt was today @ 10:15 am ET 06/03/2024 and no one called me. I got email and I responded to that email telling them I am waiting and the response was that this is ******** and no one answer these emails. I want my ring back please adn do not want to have it auction. This copany keeps giving me the run around

  

  Business Response

  Date: 06/04/2024

  Hello ************,
  
  Thank you for your feedback. We understand how important your ring is to you and we regret that our communication has not met your expectations.
  
  It is standard practice to schedule an appointment with your dedicated auction manager to discuss any concerns and ensure we can facilitate a successful sale. However, it appears there was a breakdown in communication during your recent appointment, and for that, we are truly sorry.
  
  A senior member of our support team will contact you directly to arrange the return of your ring. Please note that any unmounted items will need to be remounted before being returned. We will discuss the details with you to ensure the process is completed to your satisfaction.
  
  We appreciate your patience and will ensure this matter is resolved promptly.
  
  Best regards,
  
  Worthy Team

  Customer Answer

  Date: 06/09/2024

  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:

   

  The company is sending a generic message about making standard appointments. The representative apologized that she missed the appointment, once again not my fault or problem. I have been dealing with ******** and she assure me my ring is in preparation to be returned. Once I receive an alert that this is in route and I pick up. I will then be ready to complete my complaint. I would appreciate that the company communicate with its associates before responding to BBB

   

   

   

   

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

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

  

  Business Response

  Date: 06/19/2024

  Hello ************,
  
  We apologize for not being able to connect with you during your appointment.
  
  Please be aware that as a business, we are obligated to respond to complaints within a specific timeframe according to BBB guidelines.
  
  Our initial response was to acknowledge the severity of your situation and to assure you that a senior member of our team would reach out to you directly. If there was any miscommunication regarding this intent, we apologize. ********, the senior member from our team, has been in communication with you and will continue to work with you until all concerns have been addressed.
  
  Thank you for your understanding and patience.
  
  Best Regards, 
  
  Worthy Team
  
  

• Initial Complaint

  Date:04/17/2024

  Type:Billing 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 sent my ring to *********************************** started fine. It was a ******* engagement ring brought on December 2022 for over $5,100.00. When they said the opening bid was @$600.00 I was shocked, but I had already agreed to have it unmounted so ok. It sold on 3/21 for under $1k. They sent me an email on 3/29 that the funds would be deposited directly in my account in 5-7 business days. On 4/15 when the funds were not deposited I reached out & was advised the account # was missing a digit. I was shocked because over 2 weeks had past & it doesnt take that long to realize that there is a missing digit (if it was missing) & no one had contacted me. I was advised that the mistake was being immediately taken care of & the funds would be in my account the following day. That didn't happen. As of today the funds still have not been deposited I'm my account and no one has contacted me regarding the payment

  

  Business Response

  Date: 04/19/2024

  Hello ************,
  
  Congratulations on the successful sale!
  
  We recognize the utmost importance of the payment process, and we would like to personally get in touch with you as our records show that your payment has been issued on our end.
  
  Upon finalizing your sale on 3/21, an email confirmation regarding the payment processing time was sent to you. We followed up on this communication on 3/29, notifying you that your payment had been issued based on the original information provided.
  
  On 4/15, we were informed of an error regarding the previously confirmed banking information, which caused a delay in the funds reaching your designated account. As soon as we became aware of the error, we promptly verified your banking details and informed our finance team to reissue your payment. Our records indicate that your payment was reissued to the bank details provided on 4/17.
  
  A senior member of our support team will be reaching out to you directly to ensure that you have received your payment and to provide assistance with any outstanding concerns.
  
  Congratulations on your successful sale, and thank you for your understanding and patience during this process.
  
  Best Regards, 
  
  Worthy Team

• Initial Complaint

  Date:04/17/2024

  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.

  9/5/24 Ring appraised and insured for $13,500 Worthy said they would sell my ring. They also fully insured it. Worthy sent me a picture of my ring that was sent and it is repackaged and a diamond was missing. I was told after seven months of back and forth emails they will not cover it due to it not being packaged properly. I have asked for proof of that. I have yet to see any. It was insured by Worthy and ****** Worthy filed a claim with ****** They selled for $100. I was told Worthy would take out the two remaining diamonds and sell them. I did not want to do that. The original ring is what I wanted sold. Then they want to send the $100 and the damaged ring back. I refused and said I would file a complaint. Worthy Item ID ******* Fed Ex tracking ************

  

  Business Response

  Date: 04/19/2024

  Hello ******************,
  
  We are disheartened to learn that our previous communication has not addressed the concerns outlined in your complaint.
  
  The package containing your ring was shipped to us and arrived on 9/7/23. Upon receiving the package it was opened under surveillance, which is a standard practice for the protection of both our sellers and our team. We proactively advised you of the observed concerns and for complete transparency, also shared the intake footage captured of your package being opened with you. As part of our investigation into the concerns with the ring's condition upon arrival, a claim was opened through ****** This claim was later approved for the damage that was concluded to have occurred while the shipment was in transit.
  
  During our team's physical assessment of the package when it arrived, it did appear as though the original packaging may have sustained damage. Only the original shipping label and the manila envelope it was attached to was intact and this was taped on top of packaging we presume ***** used to repackage your shipment with. When we reached out to you to confirm how the jewelry was originally packaged, you advised, "It looks as though someone cut the front of the small rectangular package and stuck it in another fed ex package", confirming our thoughts. In light of the shipping materials you used to package your jewelry not meeting the shipping instructions required to maintain insurance eligibility, we did advise you would not be able to submit a claim through our insurance provider for the damaged ring. As a reminder, the shipping instructions were provided with your shipping label by email and outlined in our terms and conditions which you initially agreed to. As stated in our terms and conditions, "Insurance coverage may be compromised if the materials and packing method you choose are inadequate to protect your item under normal handling conditions during shipment."
  
  We attempted to assist you by offering to provide the monetary reimbursement of $100 from ***** and to auction your jewelry due to there being no concerns with the other two diamonds that were mounted to the ring. When it became clear that you no longer wanted to proceed with the auction process and requested to be paid for the full amount of the ring in question, we once again informed you that we would not be able to pursue insurance. Our team provided a thorough explanation and also encouraged you to file with your personal insurance, if applicable. You have since indicated you have filed a claim through your insurance provider which we were glad to hear was an available option for you. Our team has also communicated with your insurance agent in an effort to help ease the effort involved in resolving this concern through your personal insurance.
  
  Since September 2023, our team has been in communication with you in an attempt to assist in anyway available to us. We understand this is a difficult situation and we have remained transparent about our process, our insurance policy, and all information about your case throughout our communication with you. At this point we are eager to provide you with the amount from the ***** claim and the return of your ring.
  
  The Resolutions Specialist assigned to your case will reach out to you directly to help facilitate these final actions.
  
  Thank you, 
  
  Worthy Team

• Initial Complaint

  Date:03/15/2024

  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.

  In early November 2023 I submitted ****************** band set and a certificate of authenticity to Worthy. I had seen commercials for their service on tv and thought it was a good idea to sell as I am divorced and didn't wear them anymore. I got a quote locally about a year ago for $2400 from a local jeweler here in ******. I thought that was really low as my set originally was $8500. I had an auction and it didn't sell. I decided to give it one more round or I would request that they send my set back (as they advertise that if it doesn't sell, they will send your rings back). I called Worthy and one of their employees, ******, set up over the phone, what I agreed to to the new online auction. I told her I wouldn't accept less then $2000 as I had been offered a higher amount at $2400 here in ******. The problem is that my ring sold for $1950 and I never authorized the sale at that amount, nor would I ever as that would mean only about $1600 in my pocket after their fees. The sale of my ring set was in early December 2023 and I have been arguing my point that I never authorized this sale on their site nor through email. I have asked them for all kinds of proof of this and they will send me doctored up spread sheets and I can't even go to the site to see the history of bids or anything to look at my account. All my account says is the sold items and for how much the winning bid was. I never agreed to this amount as I would've just asked them to send them back where I would go back to the jewelers and sell for the $2400. Worthy has offered to minimize their commission, bringing their final payment to me to $1773 which is considerate I suppose but it's not even close to what I had agreed to. I never signed anything to authorize the sale, nor did I login to their site to take the final offer as they say I did. I had no idea even how to do that. This was an eternal problem that they are just not admitting to, saying that using their site is an acceptance of their terms.

  

  Business Response

  Date: 03/22/2024

  Hello ****************,
  
  We recognize you remain unhappy with the outcome of your jewelry's auction however we are disheartened by what we feel is a mischaracterization of your recent experience with our company.
  
  As a reminder, two members of our leadership team have already corresponded with you by phone or email in an attempt to clear up any confusion surrounding the recent sale of your jewelry. An initial phone call took place on December 28th, 2023 and follow-up email correspondence occurred between January 2nd and March 8th, 2024. With this response, we have attached our email correspondence with you as we believe it displays the effort taken by our team to address your concerns. 
  
  Your auction ended on December 13th, 2023 with the highest bid placed being below your reserve price of $2,930. A follow-up email was sent to you advising of the auction's outcome and the option to accept the highest bid through your account. We can confirm when you accessed your account that same day, you declined the highest offer and chose to submit a counter-offer of $1,950. This amount was accepted by the buyer and in turn, finalized the sale of your jewelry. For complete transparency, we provided you with a screen recording of your logged account activity, taken directly from *********, a third-party tool used to capture and understand user activity on our website. It's important to note this recording displayed both the device you used as well as the associated IP address where the account was accessed from. It's also important to note that the recorded session shows your initial typed entry of $1,900 that was then updated to $1,950 before being submitted which indicates a deliberate selection on your part. We have attached a copy of the screen recording showing the actions taken by you with our response as well.
  
  A confirmation of the $1,950 counter-offer you submitted was sent to you by email immediately after you took this action. We did not hear from you again until December 21st, 7 days after the sale had been finalized. Although we remain confident we have already provided a reasonable and fair resolution to your concerns in our recent communication, a member of our team will follow up with you again to discuss this further.
  
  Thank you,
  

  Worthy Team

• Initial Complaint

  Date:03/12/2024

  Type:Product 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 sent my wedding and engagement rings in to Worthy.com to be appraised with a potential sale of the rings in mind as I was out of work due to a strike. They have since lost my rings after i requested them to be sent back and have proceeded to offer me drastically under my appraised value of the rings while also trying to add partial payment of their insurance deductible that they are required to pay as a result of losing MY property.My rings had previously been appraised at a value of $17 605.Worthy received my rings on 5/9/23 and it took them roughly 1 month to receive their appraisal for what they would offer me as a sale price. I declined their offer and asked them to return my rings to **** was told that my rings would be sent back to me via ****** 2 day shipping on 7/18/23.After nearly a month had gone by, I got in contact with representative *************************** on 8/28/23. Was told that she would look into the process further and had to contact her myself over two weeks later on 9/13/23 via phone. Shortly after that call I was made aware that my rings had been "lost or misplaced" by one of the labs and that she would start the insurance claim process.Since then it has been months and months of little to no correspondence on their behalf unless initiated by myself. Finally, after pleading with them and begging not to have to get legal representation involved, I was offered a sum of $10 300 while having to also pay half of their $5000 deductible for losing my ring, leaving their total attempted payment for $17 605 worth of jewelry, sentimental value of said jewelry and nearly a year spent in correspondence and hardship in dealing with the situation of them losing my property and not being accountable for it.I have attached the email correspondence that I've received to the best of my ability as well as the appraisals from the past which had also been sent to Worthy during this process. I have pleaded with them to avoid legal intervention several times as well

  

  Business Response

  Date: 03/15/2024

  Hello ****************,
  
  We regret to learn that the communication we've provided thus far has not met your expectations. Our aim has always been transparency regarding our actions and where we stand in resolving this matter.
  
  Our team regularly handles hundreds of pieces of jewelry each week with care and without issue. Although such an oversight is extremely rare, we recognize the great concern if has caused and we have remained committed in determining the most appropriate way to resolve this with you.
  
  Your original intention was to sell your jewelry and we focused on setting your auction up for success. As part of the complimentary services provided in preparation for your auction, your center diamond was graded by the *** for an accurate and objective evaluation. Based on the characteristics certified by the *** for your diamond and a thorough assessment of current market trends for diamonds comparable in quality to yours, we provided a suggested reserve price for your jewelry. We focus on educating on the significant difference between the original retail cost of jewelry and it's potential resale value as pre-owned jewelry being sold in a secondary market to ensure realistic expectations are set. Although your auction received a total of 20 bids from our network of professional buyers, the highest offer placed was still over 200% below the minimum amount you were hoping to receive.
  
  In light of the loss that occurred, we have focused on how to best resolve this while taking both the jewelry's current market value and the value you have placed on it. As outlined on our site and discussed with you directly, our insurance coverage is for the resale replacement value of the jewelry. Through our insurance claim process, we had an impartial third party objectively review and determine a resale replacement amount for your jewelry. A deductible was applicable however in light of the period of time it has taken to resolve this, we offered to cover half of the associated cost.
  
  We understand your dissatisfaction with the offered amount, and a senior member of our team is liaising between both you and our insurance provider until a satisfactory solution is found. Thank you for your patience and understanding as we work towards a resolution.
  
  Best regards,
  
  Worthy Team

  Customer Answer

  Date: 04/04/2024

  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:
  

  
  

  • First of all, That amount is insulting. Even if my jewelry is “pre-owned”
  • My wedding ring set wasn’t up for auction very long, and because of Worthy’s ridiculous lack of communication, I was never given proper updates on the process or progress.
  • Regardless of the highest bid of $3,720, that amount should not affect the value of my wedding ring set that was lost by your company or influence the insurance claim.
  • I spoke to multiple jewelers before sending my valuables to Worthy, and all three of them offered me much more than $10,320 for my wedding ring set. That's why I decided to have my jewelry returned to me according to Worthy's guaranteed policy. However, because of Worthy's improper care and negligence for my valuables, which were lost while in their possession, I no longer have the option of reselling my jewelry to anyone."
  • You’re absolutely right. Worthy should be responsible for the appraisal value from ***** **.. Another option would be for Worthy to replace both rings with the exact items from ***** **. or to purchase a new jewelry piece with comparable quality. I’ve done extensive research and found out that my jewelry set is currently worth approximately $25k on ***** **.’s website. As such, the set has not depreciated but, in fact, gone up in value. I’m more than happy to provide you with the link and the contact information of my jeweler at ***** **.
  • Due to a poor experience and lack of communication, I don’t trust the nominated adjusting firm to provide an objective evaluation. Since I haven’t seen or been given documentation of these evaluations and/or research that you speak of, how do I know they are credible?
  • In conclusion, the email is confusing and offers more questions than answers. 

  
  

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

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

  

  Business Response

  Date: 04/11/2024

  Hello *** ******, 
   
  Thank you for sharing your concerns with us. I appreciate your candid feedback, and I'm here to address each of your points to provide clarity:
   
  Amount of $10,320: We understand your disappointment with the amount approved through insurance. We have taken great effort to explain how the insurance provider came to the approved figure and although you may disagree with the evaluation, we must remind you that it was determined at their sole discretion. In light of the concerns you've expressed, we are also providing the difference between the approved insurance payment and the amount you would have originally received, had your $12,000 reserve price been met. You originally set the value for your jewelry with this reserve amount and although your feelings on its value appear to have changed in light of the circumstances, we remain confident that helping you reach your original goal is a fair and reasonable resolution.
  
  Lack of Communication During the Process: The feedback on communication throughout the process is disheartening. Our records indicate that you received a total of 17 emails from us since your item arrived, including notifications regarding the offer on your item after the auction. Additionally, our Auction Managers made five separate calls to ensure that the auction process was fully addressed. We have added our system logs of dates and times our team reached out to you throughout the process.
  
  Highest Bid of $3,720: We shared the highest bid of the 20 bids received during the auction to illustrate the actual resale market demand for your item amongst the professional buyers within our buyer network. The extensive data gathered from both your auction and auctions of jewelry comparable in quality help establish the amount professional buyers such as jewelers located right in the Diamond District of New York City are willing to pay. I have attached a screenshot of the your auction details which show the amount you set as your reserve and the bids that came in for your item. 
  
  Appraisal Value from ***** **.:  We appreciate your research and the provided information, the nominated adjusting firm used your documentation along with their resources to get a value based on the resale market. It is unclear where you believe the information was given that your appraisal price should be honored as we have been clear throughout our communication that our platform is used to resell pre-owned items and our insurance policy mirrors our platform in the fact that it covers the resale value. Using the amount an item is selling for at retail is not realistic when speaking about a preowned piece as retail prices include markups for overhead costs and profit margins, which are not reflective of the item's intrinsic value in the resale market.
  
  Trust in Adjusting Firm: Our nominated adjusting firm follows a rigorous evaluation process, utilizing industry-standard tools like the ******** ******* Price List. In addition to this, they also consult with dealers and jewelers in the trade to ultimately calculate the resale replacement cost. You have been provided the contact information to speak with the nominated adjusting firm directly about their determination. 
  
  It is important to note that in accordance with our Terms and Conditions, any approved amount for the insurance claim will be based on the resale replacement cost and determined at the sole discretion of our nominated adjusting firm. It's crucial to understand that your pre-owned jewelry will be evaluated based on its current market worth, which may vary from the original purchase price due to factors such as market conditions, depreciation, and shifts in demand for jewelry of comparable quality. I apologize if my previous email added to any confusion. I'm committed to addressing all your concerns and ensuring clarity in our communication. If you prefer, we can discuss this matter over the phone. My calendar link was provided in our last email exchange and I remain available for any appointment set. 
   
  Please let me know if you have any additional questions or concerns.