Complaints

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

close

Find a Location

Jewelry Television 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

• 

  Jewelry Television

  9600 Parkside Dr Knoxville, TN 37922-2201

  
• 

  Jewelry Television

  190 Hayfield Rd Knoxville, TN 37922-2342

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  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.

  JTV is really starting to frustrate me now. This is the SECOND complaint that I've had to file over inconsistencies. ******* responded to my first complaint and I emailed her back DIRECTLY a couple of days ago regarding this new issue and I haven't gotten a response. On June 7th, I placed an order for a diamond ring. Order number ********** Total cost - 594.77. The ring was under clearance so it was only ONE left in a size 9 but I paid EXTRA for JTV to resize the ring to a size 8 before shipping it to me. Well, the ring arrived and it was NOT resized to the proper size. I took it to the local jewelry store to use thing ring mandrel to check the size and it's a 8.5. I'll attach the pictures that I took showing the sizing. This is horrible business!! I don't want to send the ring back for resizing because then they'll say it could take up to 8 weeks to resize. They still have a ring that I sent back almost 4 weeks ago from order # 196460547 to be resized (and I STILL don't know what's going on with that!) I have alot of rings from JTV. I even have their credit card. But again, this is just bad business and I don't know how to rectify these issues. The pictures are attached and clearly show the ring wasn't resized to an 8.

  

  Business Response

  Date: 06/30/2025

  We
  are sorry to hear that *** ******* was not able to see all of our previous
  responses and that she has experienced an issue with her item. We have
  contacted *** *******, provided a return label for her item and processed a
  full refund per her request.
  
  We
  are sorry that this situation arose, apologize for any inconvenience and hope
  to remain *** ******* ‘s first choice for beautiful jewelry and gemstones.

• Initial Complaint

  Date:06/13/2025

  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.

  Purchased a purse from the above company. I have been using the purse for 2 weeks and the trim on the purse is coming off.

  

  Business Response

  Date: 06/30/2025

  Ms.
  Krauss placed online order 196263216 for a Shiraleah Blakely sling bag, on May
  2, 2025. According to USPS tracking, this order shipped out on May 5, 2025 and
  was delivered on May 9, 2025.
  
  On June 13, 2025, *** ****** contacted us
  via email stating asserting that the item had a defect. After reviewing the
  photos *** ****** provided, we determined that the damaged section of the item
  appeared to have been sustained after purchase through use of the item. We have
  attached our communication with *** ****** including the photos she provided.
  
  As stated in the JTV return policy, which
  can be found at ********************************* “We at JTV want
  you to be completely satisfied with your purchase. If you are not totally
  satisfied, just send it back in its condition “as shipped” to you within 30
  days from the date of receipt for an exchange or a refund for the price of the
  item. No returns will be allowed and all sales are final after the 30-day
  return period.” Unfortunately, this order is no longer be eligible for return
  due to the time elapsed since the purchase was made and the use of the item.
  
  Our goal is for our customers to be
  completely satisfied with their shopping experience and are happy to assist *** ****** with any other questions or concerns she may have. 

  

  Business Response

  Date: 07/08/2025

  
  The information provided did not include
  any additional information or details regarding *** ******** complaint. Since
  no additional request or information was submitted, we have nothing further to
  investigate at this time. 

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this on June 3rd it was supposed to have been delivered on June 9th Monday however it is now the 13th Thursday and still no delivery I've gotten a couple of emails the the final of things said it's a waiting delivery scan this I've had this before with this post office this is lost the post office does this they lose it JTV I spoke to a supervisor **** * * * * * and they were very very rude they said they wouldn't be issuing any refund and I have to wait 10 days for them to file a complaint with the post office I said that's between you and the post office I paid you you lied to me this is not delivered I want a refund they are refusing telling me to just keep waiting I've already paid my credit card bill this is not right I want my refund

  

  Business Response

  Date: 06/23/2025

  *** ***** placed an online order ********* on June 3, 2025. Unfortunately, an
  incorrect address was entered at the time the order was placed online.
  According to USPS tracking, the order was shipped on June 4, 2025, and was
  processed for Return to Sender on June 12, 2025. We received the package back
  to our facility on June 16, 2025, and a refund was issued on June 17, 2025.
  
  Our
  goal is for our customers to be completely satisfied with their shopping
  experience, and we hope *** ***** will allow us another opportunity to serve
  her. 

  Customer Answer

  Date: 06/23/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/05/2025

  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 purchased a ring and an extra warranty. The ring came damaged, so I called immediately and was told to ship it back and they would send another one out. That didn't happen. Instead, they put it off on the warranty company and it would've taken another 2 weeks to get back. So ******, a "supervisor" suggested i just do a full return of the item they have and rebuy it with a price match. She said I'd get a full refund. So I get 1 email this morning saying my ring will be delivered today and another email stating Congratulations you have $51.39 in merchandise credit. The same $51.39 that was supposed to be fully refunded to my original form of payment. I call AGAIN to JTV, speak to a CS agent named ******* who just reiterates my credit amount to spend, then puts me through to "***" who states she's also a manager and will attempt to find some resolution after reading my notes. Like what kind of place is this?? I order 3 items. One is damaged. I send it back immediately. Told it will just be exchanged. They take full advantage of warranty I purchased and put it on there instead of doing what they said. I return the ring officially to get the money back and repurchase another ring in the same convo with the same manager who suggested return for method of payment return. Instead it comes as merchandise credit. And here I am, 23 minutes later still on the phone with *** telling me ****** is off work and they'll have to figure out what she told Jewelsafe. My return was shipped MAY 22 and it's now June 5 and Im still dealing with this.

  

  Business Response

  Date: 06/18/2025

  We
  apologize for any errors that occurred in processing Ms. ******* return. We have approved a refund through the chargeback initiated by Ms. ***** and attempted to contact her to advise of the refund and address any questions
  or concerns.
  
  We
  appreciate Ms. ******* patience and understanding while we resolved this and
  look forward to remaining her first choice for jewelry and gemstones.

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service 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'm having a rough time with JTV and I'm annoyed by the lack of information in regards to a ring that I returned for resizing. Order 196460547. I purchased a ring that I initially wanted to wear on my pinky. The ring is a size 6. However, upon receiving the ring I realized that it was larger than expected so at that point, I figured it would look better on my ring finger but it would need to be resized. I promptly contacted JTV on May 20th and spoke to representative about sending the ring back. She emailed me a label to ship the ring back. After speaking with that rep, I also emailed to JTV to confirm that I could send the ring back for resizing. I spoke to ****** via email and she told me the jeweler DID say the ring could be resized and told me to send it back along with information such as my order number, etc. I shipped the ring back to JTV and it arrived Saturday, May 24th (tracking- 9202090155608301198830). I hadn't heard anything and decided to call today, May 30th and spoke to TWO reps!! The information that they gave me made me regret sending the ring back! First, they told me that they had to send the ring out and that it could take 6-8 weeks to get back!! No one told me that prior!! Also, they told me it would be a $45 "consult fee" and then the price to resize the ring. No one told me about a consult fee either!! I thought I would just have to pay for resizing. The ring needs to be resized but the amount of information that I wasn't told is astounding!! Otherwise, I wouldn't have even sent the ring if I knew all of this. I need someone to clarify all of this and I'm thinking maybe the ring should just be returned to me without being resized because I didn't know all of this before hand. And 6-8 weeks for it to be returned is crazy! Again, no one told me this initially. JTV needs to contact me.

  

  Business Response

  Date: 06/09/2025

  We
  apologize for any confusion regarding the sizing of Ms. ********* ring.
  According to our information, no repair fee was assessed for this order and the
  ring has already been submitted to the shop for sizing. Once an item has been
  submitted to the shop, services can take up to 8 weeks to be completed.
  
  
  We
  contacted Ms. ******* to advise of the status of her item. We appreciate Ms. *******’s
  patience and understanding and look forward to remaining her first choice for
  jewelry and gemstones.

  Customer Answer

  Date: 06/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23397941, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, I sent a return to jtv that included 4 items, I was refunded for 3 of those items but not the other one which was item CTB604-6 from order # 195738987, so I contacted JTV about it and first they wanted me to tell them the weighted ounces of the package that I sent, I told them I don't know it doesn't say even on usps its not listed. Then they send me a email telling me well that item was way past its 30 day returns. It was not, I ordered the item 3/31/2025 it was shipped out 4/01/22025 then they give you a few days for you to receive the package and I sent my package out before the 30 day period, it was postmarked 5/02, they said the return dept said that item wasn't in the package, basically calling me a liar because I know I put it in there, so they are saying no its not going to be refunded, and oh you used a different label and so its not insured and they expect me to pay $57.34 for a ring set I returned to them, I am not paying for a ring set II sent back, I asked them to refund me the two payments that I already made on this item and they say no! I do not think it's right to ask me to pay $57.34 for a ring set that I sent back and I know it was in that package, I find it hard to believe that the 3 other items were refunded in this same package but not the third, and I don't believe what they say about oh it might of got stolen on the way, no way because they would of stoled the other jewelry in that package not just that item. I believe that someone in the returns dept either lost it out of the package or stole it itself. But they insinuate that I didn't put it in there or that it was stolen out on the way, ridiculous. I am a VERY good customer and have bought many items and I am disgusted that the customer service is treating me like a liar and don't care about my business, I want to be refunded for the 2 payments I made, I was already charged a return fee so I should get those 2 payments refunded because I'm not paying for something I sent back

  

  Business Response

  Date: 05/27/2025

  Although
  the return label associated with order 195738987 was not used, we have issued a
  one-time courtesy refund for Mr. ********** order.
  
  We
  have contacted Mr. ******** to apologize for any confusion and advise of the
  refund information.
  
  Our goal is for our
  customers to be completely satisfied with their shopping experience.  We apologize for any inconvenience and hope
  to remain Mr. ********** first choice for beautiful jewelry and gemstones.

  Customer Answer

  Date: 05/27/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23350270, and find that this resolution is satisfactory to me. Thank you, JTV resolved my issue and I am really thankful for that!
  
  
  
  Sincerely,
  
  
  
  ***** ** ********

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a gold necklace from this company, which cost $437.99. I got an email from them around the 6th of May, 2025 that my package was shipped and in the possession of USPS. I tracked this package for the last few days, and called USPS to verify the tracking information that is on their website, which state that they do not have my package in their possession, and that they are waiting for JTV to send the package to them. I even went further to call USPS, and they said the same thing. Even my account for JTV say that they are awaiting carrier pickup, and my package will be delivered on Monday 12, 2025. USPS record also indicates the original date of delivery was May 10, 2025. Their record indicates that the date changed, because JTV did not give the package to them on the date that they intended to give the package to USPS, and they just informed me, again, that it will not be delivered on May 12, 2025, because JTV has not given the package to them yet. USPS just updated the information after speaking to them on today, that a deliver date will not be posted again until they finally get the package. USPS is saying that it is impossible for them to have this package. Yet the customer service at JTV is claiming that they have given possession of the package to USPS. JTV also claim that the reason that USPS has not updated their information, because they have not track it to be in their possession. The reason how you can know that this is not true, because if the package was really in their possession, then USPS would not update their system to state otherwise. When USPS has not changed their information, then you know that they have not updated their system; however, since they have updated their system, this is their proof of the current status of the package. JTV and USPS both claim to not have my package; however, both website state that it is in JTV possession, and the constant update on USPS website show that JTV still have it.

• Initial Complaint

  Date:04/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a gold necklace from JTV.COM. They sent the wrong item to me. I was instructed to send it back for a refund. I did send it back, and according to their record, and USPS record, they have it back in their position. I call after a week to see why i have not gotten my refund. They initially said that they shipped the original item to me. I ask them why, because i ask for a refund. They said that i fill the form out wrong. So they ship the correct item. I told them that this is not correct, and i can prove it. I ask them to look at the form to verify it. When I had this situation escalated, JTC.COM discover that i had fill the form out correctly. Then they said that i will not get a refund back, because i sent the wrong item back. I sent the exact item back to them that was sent to them, and now they are saying that this item is not their item. I told them, but this is the item that was sent to me. I do not own any gold necklace; this would have been the only gold necklace that i own. So, I know that i sent back to them what was sent to me.

  

  Business Response

  Date: 04/30/2025

  According
  to our records Mr. **** was assisted by one of our Customer Care supervisors on
  April 28, 2025, and a full refund has been issued on the order in question.
  
  We
  apologize for the confusion and associated delay processing Mr. ****** return. Our
  goal is for our customers to be completely satisfied with their shopping
  experience.  We apologize for any
  inconvenience and hope to remain Mr. ****** first choice for beautiful jewelry
  and gemstones.

  Customer Answer

  Date: 04/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23259628, and find that this resolution is satisfactory to me.  i wish that my first experience of purchasing jewelry from JTV.COM was like my friends, which is the only reason that i will accept this as a mistake instead of a scam.  Even though i am well please to get my refund, I still wish that someone would explain the reason why i never got what i purchase, because i really want the item that i purchase instead of the refund.  Again, Thanks for the refund
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/25/2025

  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 requested a return online for an item and I made a mistake and checked the wrong box and I was issued a merchandise credit. I called customer service to ask that my refund be issued to my original form of payment and I was told that that is not possible. They have my money. I returned the item and I would like my refund in my form of payment.

  

  Business Response

  Date: 04/30/2025

  The
  refund associated with order 195725226 was processed based on Ms. ******** selections on the return information and in accordance with JTV’s return policy
  that can be found at ************************. Unfortunately,
  we are unable to make adjustments once a refund has been issued.
  
  We
  appreciate Ms. ******** patience and understanding and look forward to
  remaining her first choice for jewelry and gemstones.

  

  Business Response

  Date: 05/01/2025

  We
  attempted to contact Ms. ****** to answer any questions regarding how the
  refunds are processed but were unable to reach her.
  
  Refunds
  are issued once our returns department receives and processes the returned
  product. According to our records, the refund associated with order 195725226 was
  processed by our returns department on April 23, 2025, at 10:49am and the
  merchandise credit was applied to Ms. ******** account on April 23, 2025, at
  11:20am.
  
  According
  to the JTV return policy that can be found at ************************* “You may choose to have your
  refund issued via Merchandise Credit or issued to the original method of
  payment. Refunds issued via Merchandise Credit will be available in your JTV
  account within hours after your return is processed.  Refunds issued to
  your original form of payment may take up to 10 days after the return is
  processed to appear, depending on your financial institution.”
  
  Ms.
  ******** refund was issued in accordance with her request and according to
  JTV’s return policy. Unfortunately, it is not possible to make changes to a
  refund once it has been issued. We attempted to contact Ms. ****** to discuss
  other possible resolution options and are happy to assist further if Ms. ******
  would like to pursue these other options. 

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: 23247068
  
  
  
  I am rejecting this response because: i sincerely do not believe that "it is not possible to make changes to a refund once it has been issued".  JTV is a business and I am sure they can issue a refund to a customer in ways other than a merchandise credit.  If they cannot credit my original form of payment then send me a check or money order for return of my payment.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/07/2025

  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.

  Order #195284939 Return ID#: RH-VY20C2U0M
  
  JTV has a horrible Return Policy. I sent back a Ring as it was completely different than the picture shown on their website. I sent it back using their return label. They received it 7 days ago. I have emailed them and all they do is send condescending generic emails. A rep by the name of *** just now emailed me saying they are so backed up and will not get to mine for a while. That is not my issue that they cannot process customer returns in a timely matter. I paid immediately, confirmed they received the return and they are not the least bit concerned or helpful! Customer Service should be of a high priority but not with JTV.

  

  Business Response

  Date: 04/15/2025

  According
  to USPS tracking, Ms. ****** return for order 195284939 was delivered to our
  facility on March 31, 2025, at 6:08pm and a refund was issued on April 8, 2025.
  
  According
  to the JTV return policy that can be found at ***********************s, “Upon receipt of your return,
  processing normally takes up to five (5) business days for the Return
  Department to review and process the return.”
  
  We
  apologize for the slight delay processing Ms. ****** return. Our goal is for
  our customers to be completely satisfied with their shopping experience.  We apologize for any inconvenience and hope
  to remain Ms. ****** first choice for beautiful jewelry and gemstones.