Complaints

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

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  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:11/10/2023

  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.

  I am extremely disappointed in the quality of service from this company. I sent in my engagement ring to be auctioned. The price at the end of the auction was laughable. I had taken it to several local jewelers beforehand and every one of them offered far more than what Worthy was going to pay. I immediately asked for my ring to be shipped back to me. It took 2 days for anyone to even return my calls and emails after the auction ended. Of course prior to them receiving the ring they were in constant communication. Finally I was able to talk to someone who said that my ring would be shipped back to me. That was two weeks ago and the ring hasn't even been shipped yet! All I get is the runaround. I am going to be forced to take legal action if I do not get my ring back ASAP. This is completely unacceptable for a company that prides themselves on their "high" level of service.

  

  Business Response

  Date: 11/14/2023

  Hello ****************,
  
  We're sincerely sorry we weren't able to help you reach an acceptable offer for your jewelry. We have since shipped your jewelry back to you and your package is available for pickup at the ***** location you previously confirmed. 
  
  When your auction ended on 10/24 and you requested the return of your jewelry, this request was acknowledged that same day and we can confirm your Auction Manager attempted to reach you by phone the following day. A counter-offer from a buyer was presented and when this was not accepted by you, our team initiated your jewelry's return on 10/26. 
  
  As part of preparing your jewelry for return, we advise the return processing timeframe is **** business days. Your jewelry was shipped on the 11th business day from when the return location was confirmed. We do acknowledge the return preparations, which included having your center diamond expertly and carefully remounted to the ring's setting, took additional time than we initially anticipated and we are genuinely sorry for the frustration this has created. 
  
  To ensure we have thoroughly addressed the concerns with your recent experience, a member of our leadership team will be contacting you directly. We look forward to connecting with you.
  
  Thank you,
  
  Worthy Team

  Customer Answer

  Date: 11/19/2023

  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:11/06/2023

  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 decided to try and sell items with Worthy.com 6/19/23 my 4 items (a diamond ring with 14k gold band, a Waltham pocket watch, an Elgin Pocket watch, and a silver Gotham watch face) were approved as eligible for auction 6/21/23 my 4 items were shipped to Worthy 6/22/23 I received 2 emails saying my items did not meet eligibility for auction 6/23/23 I received another email saying my items were received and still needed to be authenticated by experts 6/29/23 I emailed Worthy to ask for a current status on my items 6/30/23 I received an email back from *************************** at worthy saying since I sent multiple items, it takes longer to prepare. And also that Id want to wait until after the July 4th holiday before auction On 7/21/23 I called Worthy to ask for an update on my items. I was told there was a hold up in the lab & that they would email me an update as soon as possible. I received an email that stated my items were not eligible for auction. I sent a return email asking for my items to be returned to me. No answer. 8/2/23 I called Worthy and the call was answered by someone named *** (or Makenzie?). She looked into my items and said they are not eligible for auction. I asked for my items to be sent back to me. She also claims the Diamond ring I sent was damaged (with no other details given to me.) I was told Id receive an email with shipping info for my return package. Hours later, no email received. 8/3/23 I received an email that my shipping label was created with ***** but that ***** did not have my package yet. 8/18/23 I received an email that ***** had my package. 8/22/23 I received my ***** package from Worthy but it only contained my ring, not my 3 other items (pocket watches) Since then Ive contacted them to receive a return on my pocket watches and 1 watch face & have not received any return information. Every time I log in to check my account, it shows an error message when trying to view my items. I would like my items back.

  Customer Answer

  Date: 11/14/2023

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

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 11/15/2023

  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:10/11/2023

  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.

  I sent my engagement set into Worthy to see if I could sell it. I wasnt pleased with the amount I could get so I asked them to send the ring back. Which is a free service that they advertise will be a super easy process. They supposedly shipped out the ring through ***** and I tracked it. However, ***** never tried to deliver the set back to me. When I checked tracking it says they were told to return the item back to sender, even though it was never even attempted to deliver. Ive written worthy multiple times, over several weeks, through multiple different contacts and have heard nothing back. Its completely unacceptable since they have essentially stolen a set worth about 5k. You can see in these images ***** was given Specific instruction to return to sender. My boyfriend and I both work from home so there is literally no way they tried to deliver it and we just missed it. Nor did we get any paperwork on our door. Its clear they just intended to never get me my property back. The email saying it was on its way was sent 9/14/2023.

  

  Business Response

  Date: 10/26/2023

  Hello ************************,

  We are sorry that we were not able to help you reach an acceptable offer amount for your jewelry. With that said, we also stand by our completely risk free process that gives you complete control of the minimum amount you sell your jewelry for, regardless of the current market demand. All unsold jewelry is returned at no cost to you, in the same condition originally received in. 

   It is important to note that the location you confirmed on September 13th for your shipment's return was a ***** shipping center near your home. A follow up email was sent to you that same day confirming the ***** location and advising you of our expected return processing time between 7 -10 business days. Our shipping team was able to quickly process your return and you were notified the following day the package had been sent with the ***** tracking information. For your reference, we have attached a screenshot showing the location you approved as well as the two follow up emails associated with the return shipment. 

   As outlined in our email communication sent on September 13th, ***** will hold your package at the retail location for 5 business days. If the package is not picked up after 5 business days, it will be returned to Worthy. A $50 charge will apply to each subsequent reshipment. Your package was returned to our office and our team proceeded to help you with confirming the return a second time, directly to your home. You were advised of the processing time of **** business days where the jewelry would be reassessed and repackaged prior to shipment. In light of the issues you experienced with the initial shipment, our team advised you we would waive the shipment fee and provide you with complimentary shipping, a second time. 

   Your package is being prepared for overnight shipment and we will follow up with you directly to provide the tracking information. We hope the additional measures we have taken will help improve your overall experience with our company. 

   Thank you,

  Worthy Team
  

• Initial Complaint

  Date:10/06/2023

  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.

  I sent out 1 carat diamond earrings and wasted my time and did not grade the earrings nor even send me an offer on them like i was guaranteed as said on the website.

  

  Business Response

  Date: 10/10/2023

  Hello ******************, 
  
  Based on the initial details you provided in your jewelry submission, it was our understanding that your jewelry would meet our auction criteria. However, once your jewelry arrived at our office on September 26th, it was determined in our teams initial review, the details you provided did not match the physical description of the earrings. This was explained in an email sent to you that same day and your jewelry was shipped back to you two days later, free of charge. 
  
  Complimentary grading at a third-party grading lab is included in our auction services for jewelry that passes our authentication check and are approved for auction. We have a minimum criteria in place for auctions to ensure there is enough demand amongst the professional buyers within our buyer network. If were not confident well be able to help you sell your jewelry, well let you know right away so you can pursue other avenues that *** be a better fit. 
  
  We appreciate the choice you made to work with us and understand our determination *** have been disappointing. Were hopeful youll find more success selling your earrings through another avenue and encourage you to check with a local jeweler you trust for suggestions. In case there are any remaining questions we can assist with, a member of our team will follow up with you directly. 
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:10/04/2023

  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.

  After having a failed auction with this company, I received an email on 7/26/23 that my return would take **** business days to process then I'd receive a ***** tracking #. After sending 2 emails & calling 3x, threatening legal action on the 3rd phone call, I FINALLY received my bridal set on 9/25/23. I was told multiple excuses & was never allowed to speak to a manager. The worst admittance was that "there was an issue with remounting the diamond". Today I took my rings to a local diamond dealer to hopefully sell & there is NO ETCHING on this diamond-I have been robbed! My bridal set has a certificate # & all documents were sent & returned with the rings. But the diamond was switched out! I am furious! This is fraudulent & absolutely unacceptable! I have started the process today as well, reporting my diamond stolen through ****

  

  Business Response

  Date: 10/10/2023

  Hello **************,
  
  Your patience was greatly appreciated while your jewelry went through several quality checks, specifically for the reset work, before it was approved for return. Our normal return processing timeframe is **** business days however any necessary work such as remounting the diamond can require additional time. We do acknowledge your jewelrys return took longer than the large majority of returns that are handled. Although return delays such as yours are extremely rare, we sincerely regret the frustration and concern this has caused you. 
  
  When preparing jewelry for return, our primary focus is ensuring the jewelry is returned in the same condition it was originally received. We take the work we do very seriously and we have chosen not to compromise the level of effort or care required for the sake of getting jewelry out the door faster. 
  
  In reference to your statements about the returned diamond, we would like to look into why you believe the incorrect ******* was returned to you. What you have suggested has happened is both highly unethical and highly illegal and not at all in line with our business practices. The paperwork you provided for your bridal ring does not note an inscription on the center diamond however the *** grading report we obtained on your behalf does confirm an inscription was observed. We are more than happy to contact the diamond dealer you visited to get more clarification on how the diamond was assessed and if the inscription was overlooked or restricted from view due to the setting. 
  
  To make sure the concerns with the returned jewelry are properly reviewed and thoroughly addressed, a senior member of our team will follow up with you directly. 
  
  Thank you,
  
  Worthy Team

  Customer Answer

  Date: 10/18/2023

  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]

   Nothing has occurred to resolve this matter. I have been contacted once by email from WORTHY.COM asking me to send photos of my bridal set & a photo of the diamond certificate. That is all.

   

   

   

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

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

  

  Business Response

  Date: 10/26/2023

  Hello **************,

  We're continuing to look into this matter and we will continue to follow up with you directly as we did today. 

  A member of our operations team will be reaching out to the jeweler for clarification on how your returned diamond was assessed. In the meantime, we ask for any additional documentation that confirms what the inscription on the diamond should be. Your email indicated "there is no # inscribed" however the *** report we obtained for your diamond listed the inscription as three letters and did not include any numbers. 

  As we continue to review this with you, we want to make sure we're aligned on the identifying information that will help provide reassurance the returned diamond is in fact the correct diamond for your ring. 

  We are focused on getting this cleared up with you shortly.

  Thank you,

  Worthy Team

• Initial Complaint

  Date:10/03/2023

  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.

  This company was to return my ring (appraised for $12,990) when I decided not to proceed with auction. I understand appraisal v. retail value and would prefer to sell it myself than accept about 12% of what I paid for the ring. Per their agreement upon electing not to proceed with auction as I did on 9/14/23, they are to return it within **** business days and provide tracking info. When I requested an update on day 9, I was told that they have **** days. On the 11th business day, I inquired again and was told there was a delay in remounting my center diamond and that when that is complete the shipping team will then work on packaging it. No timeline was provided as to how many additional days each department needs to complete what has already passed the window of estimated completion. I have serious concerns the company is going to return my item promptly and in the same condition it was received by them. The delay is heightening my suspicion that the center stone has been replaced with something of inferior quality. Upon purchase, I had the ring appraised by the same standards board this company purports to use. The grading has been reverified by ************ I've entrusted to inspect and maintain it over the past 11 years. However, the report provided by Worthy devalued the ring including the carat weight of the center stone. The center stone is: **** ct, G, VVS2. Yet their reports claims: 1 ct, J, SI2. The other **** ct. in smaller diamonds also varied in grading, but nothing as egregious as the large stone. It appears since the same standards board was used, the person grading the piece must have been viewing different stones given the carat weight alone is off by 13%. My complaint is that they do not return high value property within the timeframe specified. Furthermore, it seems they may be swapping stones and struggling to replace them when the owner decides not to sell. I want the ring (including the center stone matching my appraisal attached) returned.

  

  Business Response

  Date: 10/10/2023

  Hello ****************,
  
  Prior to the return of your jewelry, careful steps were taken to remount the center diamond which did add some additional time in the processing of your return. Our normal return processing is **** business days where final quality checks are completed to ensure the jewelry is returned in the same condition it was originally received. Although it is stated on our site that any reset work *** require additional time, we regret any frustration this has caused you. 
  
  It is very important to note the appraisal you provided confirms your ring was graded while the center diamond was mounted to the setting. When diamonds are graded while mounted instead of loose, the setting can limit the accuracy of the grading. As a reminder, your diamond was unmounted with your approval, prior to being sent to the *** for independent, third-party grading and the *** reported your diamonds carat size as 1 CT. At no point was your center diamond swapped and such a suggestion is highly offensive to the reputation we have worked so hard to build. 
  
  Your ring has since been returned to you however to ensure there are no remaining concerns left to address, a member of our team will follow up with you directly.
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:09/18/2023

  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.

  Dealing with Worthy has been disappointing and frustrating. I sent my wedding ring to them to be auctioned off. After some time passed and no word from them, I asked for a status. It was then that I was told there was a criminal incident with the ***** truck my ring was on. Eventually my ring was located. More time passed and eventually I was told that my ring wasn't worth enough to be auctioned but they would give me about $157 for it. It's not worth a ton but it was made of 14kt gold and had 10 diamonds in the two bands. I know the gold alone in the ring was valued at about $400 at that time. I asked that they return my ring and just got notice that it was delivered to a ***** location about 30 minutes one way from my home. They kept insisting that I confirmed it could be shipped back there. I told them I never would have confirmed that it be sent somewhere 30 minutes from my home. I work full time and would not have done that. Now they are telling me I have 5 days to pick it up or it will be returned to them and then I will have to pay $50 to get it back. What a nightmare! I wish I had read the reviews here before I ever dealt with Worthy!

  

  Business Response

  Date: 10/02/2023

  Hello ******************,

  Your package was involved in an exceptionally rare incident involving a ***** delivery truck prior to its arrival at our office. Initially your package appeared to be delayed but after we were made aware of the incident, two days after the expected delivery date, we immediately notified you. A senior member of our leadership team continued to communicate with you as we obtained new information.

  Your jewelry later arrived to our office and our team proceeded with the authentication steps necessary for auction. Our team determined your initial submission of one .9 carat diamond ring was instead a collection of 10 individual diamonds with an estimated total carat weight between .85 - .90. In such instances where we determine the jewelry does not meet our minimum criteria for auction, we would notify you and prepare your jewelry for return, free of charge.

  In light of the initial issues with the ***** shipment, before proceeding with a return, we first provided you with an optional offer for your jewelry, referred to as a Quick Sale offer. This offer was based on the quality and quantity of the gold and diamonds making up your ring. When you declined this offer, we initiated the return of your jewelry and requested your approval of the location we could ship your jewelry to. Through the link provided to you by email on August 30th, we can confirm you opted to have the package returned to the nearest approved ***** location from the address we had on file for you. A confirmation email of this selection was sent to you that same day. Based on your statements, it does appear as though this selection may have inadvertently been made however we are glad to see you have since been able to retrieve your package.

  We recognize this experience did not go as expected and although some of the events were beyond our control, a member of our leadership team will follow back up with you to ensure any remaining concerns have been fully addressed. 

  Thank you,

  Worthy Team

• Initial Complaint

  Date:09/15/2023

  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.

  **** company is still holding my extremely expensive multi ring wedding band set

  

  Business Response

  Date: 09/27/2023

  Hello ******************,
  
  We greatly appreciate your patience while final preparations were taken for the return of your jewelry. Great care was taken to ensure all pieces within your bridal set were carefully and securely packaged. 
  
  A series of emails and texts were sent to you directly for the status of the return as well as the confirmation that it was shipped. 
  
  If there are any remaining questions or concerns, a senior member of our support team will be happy to assist you further. 
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:09/13/2023

  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 engagement ring and wedding band ring to worthy for auctions and sell. The auctions did not meet my minimum amount to sell. I requested they send them back, to which they agreed. I receiving the rings, the engagement band was not mine. The setting was different and had 6 diamonds instead of 8. I had pictures for proof, as well as the ring they sent back having been engraved inside with a date and different persons name. After contacting Worthy they assured me they would locate my ring and get back to me right away, I sent them the pics of my ring, on 8/23/23. I have heard nothing from them since, until today I got an email saying that they agree to repair my ring and to send it back. My ring is not broken, they lost it. Now they want me to send the wrong ring back to them. This is not a resolution. I want my ring back or payment for the ring, valued at $1500 to replace.

  

  Business Response

  Date: 09/27/2023

  Hi ******,
  
  Several teams have been involved in the review of your concerns to one, determine how such an oversight could have occurred, and two, determine the appropriate path forward in rectifying it with you. A senior member of leadership has reached out to you directly to ensure you have one primary contact to communicate with going forward. 
  
  We are confident the correct bridal ring was returned to you and can easily be verified by identifying the unique inscription on the diamond of the ring. As for the band that was shipped to you, we do ask for your cooperation in returning it our office in the possible event it was another unsold jewelry piece intended for return to its rightful owner. 
  
  We have every intention of making this right with you and look forward to connecting with you directly to take the final steps in getting this resolved. 
  
  Thank you,
  
  Worthy Team

  Customer Answer

  Date: 09/28/2023

  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:

  I did in fact just yesterday receive an email from someone who identifies as head of customer success. Up to now I have been told they found my ring and would ship right away. I have also been repeatedly asked to send my ring back for a new auction.among other things. I was also told they are still looking for my ring. I would like a clear answer. I want my ring back. This started on 8/23, with no resolution. I am concerned if I ship back the incorrect band worthy shipped to me, they will stop responding.since I have had to drive all communicationand again they have told me all kinds of different stories. I agree the engagement ring is the correct one.

   

   

   

   

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

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

  Customer Answer

  Date: 10/13/2023

  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:

  I did receive an email asking me to set a meeting time, but the appointment system did not work. I have sent the contact 2 emails with no response. I have conflicting stories about my ring. One person said they found it and another said they are looking for it. They are insisting I send the incorrect ring to them. I would like to have someone call me so we can have a conversation and I can get the truth and a resolution.

   

   

   

   

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

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

  

  Business Response

  Date: 10/26/2023

  Hello ******************,

  We're glad we were able to connect with you directly earlier this week to discuss your concerns and possible steps we could take to rectify them. A follow up email has been sent to you today with some additional options. 

  We look forward to resolving this unfortunate experience with you and helping you move forward.

  Thank you,

  Worthy Team

• Initial Complaint

  Date:09/11/2023

  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 engagement ring and wedding band to your team for evaluation and with the possibility of selling it. I decided not to move forward because I did not think that I was receiving a just offer at the time. I am writing this complaint because when I received the rings back, I realized that the diamond on the engagement ring was cracked. I would like to have this addressed to the point where I feel Worthy is responsible for paying for the damaged ring. I have attached the report and photos that were provided to me at the time of the evaluation.

  

  Business Response

  Date: 09/29/2023

  Hello ******************,
  
  We are very concerned that this is the first time we are being made aware of your concern. As a reminder, your jewelry was returned and signed for by you on October 21st, 2022 and can be confirmed on ***** tracking ending in ****. A copy of the ***** proof of delivery for your package has been provided with our response. Although great care is taken through a series of quality checks to ensure jewelry is returned in the same condition previously received, if there are any concerns with the returned jewelry, we agreed to notify our team within 7 days of the delivered return. 
  
  You have indicated there is damage to your jewelry however the photos attached to your complaint are the professional photos our team took on August 30th, 2022, shortly after your jewelry arrived to our office. A member of our leadership team will follow up with you directly to request photos of the alleged damage you believe to have occurred while your jewelry was in our possession. Please note, we are very concerned about the period of time that has passed and if this damage could have instead occurred at some point within the last 11+ months it has been back in your possession. 
  
  We look forward to connecting with you directly and getting to the bottom of your concerns.
  
  Thank you,
  
  Worthy Team
  

  Customer Answer

  Date: 10/09/2023

  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:

  Hi *******,
  
  Unfortunately, taking normal photos will not show the damage that I addressed in my BBB complaint. After receiving the item from your team when I attempted to sell, I decided to go to *******'s Row here in *******, and it was there where I was told by multiple people that they were unable to purchase the ring from me given the damage. Keep in mind, the only time the ring was taken apart was when it was in the possession of your company. Since then, I have kept it in its box inside a safe that I have at home. At this point, I'm unsure if anyone will purchase this from me and if they do attempt to, the value has certainly dropped exponentially given the damage. I'm hoping we can come to some sort of resolution.
  

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

  Customer Answer

  Date: 02/13/2024

  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:

  Hi ********,

  Following up on the above-referenced complaint. I submitted a new complaint, and was told by the BBB to touch base with you given that you handled the initial complaint. See attached complaint that was submitted earlier today. In short, we were told that Worthy may consider reimbursing us for the damage to the rings, but needed supporting documentation. That was provided, and they have yet to respond. See attached. 
  

   

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

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

  

  Business Response

  Date: 02/19/2024

  Hello ******************, 
  
  Extensive discussion has taken place between you and our team for your concerns over the past 4  months. To be clear, you have not provided any documentation to substantiate the existence of any damage, specifically a "crack" within the diamond that you believe we should be responsible for. Additionally, after you resubmitted your ring through our process last month under an alternative name and false pretenses, unbeknownst to our team at the time, the objective third party grading that was completed did not report any external chips or cavities. This GHI grading report was already made available to you but is also attached with our response for your review.
  
  Our Terms and Conditions, which you originally agreed to, clearly state that all returned jewelry must be inspected and any damage or loss must be reported to our company within 7 days. As a reminder your jewelry was returned in October of 2022 and nearly a year had passed before we were made aware of the alleged damage in the BBB complaint you filed in September of 2023 against our company. Despite the extensive amount of time that had passed since the ring was back in your possession, our company acted in good faith by thoroughly reviewing your concerns and addressing them with you directly. 
  
  In light of the recent physical assessment that both our team as well as the expert gemologists at GHI unknowingly conducted of your jewelry, we remain confident the "damage" you believe to exist is based on the notable feather inclusion, commonly described as an internal "crack", found within the diamond. It is important to note that such an inclusion commonly occurs while the diamond is forming in the earth and would have existed within the stone long before it was originally purchased by you. Furthermore, the characteristics observed for your diamond in the recent GHI report and the *** report originally obtained in September of 2022, also attached for reference, specifically a color grade between I - J, a clarity grade between I1 - I2, and a cut grade of Fair is having an unfortunate effect on your diamond's resale value over the past 16 months and likely its demand amongst jewelers you may have recently attempted to sell it to. 
  
  As stated in our most recent email to you, we do hope you will ultimately reach an acceptable offer for your ring however we also hope you now have a more realistic expectation of its potential resale value. 
  
  Best regards,

  Worthy Team