Complaints

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

• Initial Complaint

  Date:08/21/2024

  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.

  Date of transaction was July 7, 2024, my bank statement shows amount of $45 taken out July 8, 2024. I do not have an order number as one was not given to me. The only two emails I have is the one saying I earned points with my purchase and the second asking me to review my purchase. My purchase is a pair of black earrings. The issue is I can't get the back off the one so I can't even wear them. I've tried to reach out via email multiple times and the only response I got was August 12, 2024 saying my emailed was accidently filtered in an alternate inbox. But even after my response to this email I never heard anything else. This was from a Melody. Only in this email does it reveal where this business actually resides - ***************************************. At this point I just want my money back. I don't trust this business to ever order here again.

  Business Response

  Date: 09/06/2024

  Hi ********! I am so sorry that happened! I do see our team sent out a new pair of these earrings to you! Please let me know if you have any trouble with them!

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, 2024 I purchased 2 Bar Collection Bracelets (1) gold and (1) silver, size s/m. I have previously purchased these bracelets and I was pleased, however the sizing was off and they were larger than the ones I have. I requested a refund and a return label and shipped them back on May 14, 2024. I have emailed, called and have not received any response nor my refund. I am a small business owner and understand the need to service the customer in a timely manner! I am sooo disappointed!!

  Business Response

  Date: 07/16/2024

  Hi *******!
  I am so sorry that happened and there has been such a delay! I looked into this for oyu and I am seeing the return as complete in our system but there was something that hung up your refund from being issued! I have reissued this refund for you! Once again I am so sorry that happened , I wish you would have reached out to us sooner! Please let us know if there is anything else we can do for you!

  Customer Answer

  Date: 07/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/9/24, I ordered the **** ********** Rose Gold Wrap Bracelet. Originally $65, I used a 30% off coupon for Mother’s Day, bringing my total to $45.50. The bracelet was a pre-order item, shipped 5/21/24, and delivered to my house on 5/28/24. I was very excited based on the website pictures and reviews. I immediately noticed the tone of the rose gold was very bright and cheap in appearance. Additionally, the description did not indicate that you receive a long string of jewelry that you have to wrap yourself versus a piece that you simply clasp. Per the website Return Policy, you cannot return “Final Sale” items ***** ** ************** ******* *** ************** ******* ******* ******** ****** ***** ****** ******** ****** *** **** ********** *******. My order did not fall into any of these categories. The site also states returns must be initiated within 10 days of delivery, or else you can only receive store credit. I attempted to initiate my return on the Kinsley Armelle Website on Tuesday 6/4/24 (8 calendar days, 6 business days after delivery). The website was only allowing me to choose to receive store credit. I wanted a refund. Unable to complete the return on my own, I emailed Kinsley Armelle that same day (6/4/24 @ 1:54pm EST) requesting assistance with returning my bracelet for a refund within the 10-day window. I received no response by Day 10, so I sent a follow up email on Friday 6/7/24 at 11:44am EST. I still have not heard back and I am unable to process the return properly via the website. I would like help completing the return and having the funds placed back on to my original payment method (less the $3.95 shipping fee mentioned in the return policy). I have checked my spam folder to ensure I have not missed any emails. I do not anticipate that their inability to reply to customer service requests in a timely fashion will impact my ability to receive a refund vs. store credit. Meanwhile, I have received > 40 marketing emails from them.

  Business Response

  Date: 06/12/2024

  Hi Tenielle! So sorry for the delay! We are a super small team here at Kinsley Armelle so it takes us a minute to catch up at the beginning of the week! I have started a return for you for a refund and emailed over the label for you! Please let me know if you need anything else!

  Customer Answer

  Date: 07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  I wanted to follow up on Complaint *********. When I received the first email request to update whether or not this complaint was resolved, it had not been completely resolved yet. I was still awaiting processing of my refund. I tried to log in and update the complaint, but my only options were to mark it as resolved or unresolved, so I didn’t do any updates because it was still in process. I just finally received my refund yesterday. 
  
  So the issue was fully resolved, but I would appreciate if the final status of this complaint could be updated to reflect that it was resolved, and the resolution was sufficient. I received an email a little bit earlier today stating that it was going to be closed out and noted as though I had not responded. I don’t want it to reflect that I never replied, because I was not in a position to reply as I had not received a full you doing out there resolution until just yesterday. 
  
  Please let me know if there will be any issues with this.
  
  Thanks!
  
  ******** *******
  

  
  

  
  
   
  

• Initial Complaint

  Date:06/06/2024

  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 have 1 bracelet that is broken and 2 bracelets that never came in. I purchased this as a set and the 3 (one broken within 1 month) Ill never wear as its meant to be worn as a set. I have emailed at least 5 times, left messages and followed the directions to email and texted with 2 responses. One being that they will mail me out a different size. Clearly that would not help as that would be the wrong size and the other responses I continue to get is someone will get back with me. No one ever does. I am asking for a full refund at this point.

  Business Response

  Date: 06/10/2024

  Hi *****! I am so sorry your preorder is taking longer than you had hoped for and that one of your items broke. I have issued a refund for the 4 items (3 not yet shipped and the broken item), since this was under a B2G2 promotion you do still have the option to select 2 more items valued $40 or less each. Please let us know if you would like to complete that B2G2 offer! 

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  I just want my full refund. I have no desire to do any more business with this company. 

  
  Regards,
  
  
   
  

  Business Response

  Date: 06/12/2024

  Hi *****! I refund was issued to cover the 4 items in question. If you would like a refund for the 2 remaining items from this order we would need to process a return for those 2 items. Please let us know if you would like for us to start a return for you.

• Initial Complaint

  Date:05/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4 items ordered, only three shipped to me. A month has pass and still no item or any responds to email request for answers to delay.

  Business Response

  Date: 05/13/2024

  Hi ******! We would love to help! We did reply to your email inquiry about the item that has not been shipped on May 3rd as well as an email was sent to you when your order was placed with additional information about preorders. I do see the last item on your order is a preorder item. All preorders are expected to ship 4-12 weeks from the time the order was placed! We would love to substitute this item for another item you will love to help get your order completed if you would like!

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from this company and the order came. Two of the items came and the color differs greatly from what was pictured and are not what I was looking for. The other two are cheap quality. No where in the big one get one free offer did it say anything about not being returnable but upon trying to start a return, it says that BOGO items are not returnable. Thats a con, a good way to get people to order and then stink people with items that arent as pictured or cheap and bad quality.

  Business Response

  Date: 03/26/2024

  Hi ******!
  

  We are so sorry to hear you do not love your order! We are more than happy to help start a return for you order! I will send an email directly from the previous communications with your return label! If you are ever unhappy with your items do not worry we will always work with you to find something you will love more ot help with a return! We truly want you to love your items!

  Customer Answer

  Date: 03/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/22/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 went to Kinsley Armelle 's website on 9/29 and pre-ordered a silver stormy bracelet with a gray stone in the amount of $47.02. Checked on my order in October and was told they were waiting for a shipment of stones to come in. On 11/14 I received my order and it found I was shipped the wrong item. I received a black & white stone not the gray one I ordered. on 11/14 I emailed their customer service no response. 11/15 emailed customer service, no response. Emailed again on 11/17 Melody responds with 3 options all of which are black & white stones not a gray one like I ordered. I emailed again on 11/21 to tell her that I ordered a gray stone and I want a gray stone. Melody responds that that's all they have and offers me a store credit! 11/22 I go on their website and behold the stormy bracelet is offered in stock in gray and now it's on sale buy one get one black Friday. So I respond to Melody that I will take the store credit and I would like to place a new order attaching pictures of the gray stormy bracelet and I would like a white one too. I have been waiting for months now. I feel it's wrong to make customers wait months for a specific stone then bait & switch sending them something totally different, Furthermore, Melody didn't offer me my money back but store credit! She outright lied to me telling me that the 3 stones is all they have and yet I am able to go on the website and the exact stormy bracelet is gray is still offered (not on preorder) and the item is sale buy one get one on their website!

  Business Response

  Date: 12/13/2023

  Kinsley Armelle Jewelry items are made with Natural Semi-Precious Stones, each item is unique and different from another in size, shape, color and texture. The pictures shown for each item are a general idea of what your stone can look like but will not be the exact stone you receive, we do show multiple stones with each listing to show possible variations. Our team is always happy work with each customer to look for a stone the they will enjoy! For this specific situation our stock was low and we offered all available options of stones to try to find one the customer would love, we also offered to make one for her with a stone of her choice. Unfortunately, this customer did not agree with any of our available resolutions and demanded the exact one in the photo. Our team tried repeatedly to explain the natural variations and that the stone pictured was not available, unfortunately this was unsatisfactory to the customer. Ultimately, the customer opted to exchange for a stone she selected and make her own item with our pieces. We truly want each customer to love the items they receive from Kinsley Armelle and will always make all efforts to make that possible with what we have available.

  Customer Answer

  Date: 12/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  I would like to clarify language used by the Kinsley staff- I did NOT demand the exact same stone seen on the website! However I expected the same grade stone that was shown with the crystallization and the color I ordered. Their response is a nice way to explain the bait and switch tactics they use - show you a very nice beautiful stone to get you to place and order- then what you received is very different. This has happened to me twice now with them. I also wanted the piece to be made as all the other pieces have been made without the additional jump rings added to the bails of the stones setting- they refused. It is very easy to string the arms of the bracelet as they have with all their other bracelets they make from those bails on the setting - why she insisted to add jump rings to mine when I said I didn’t want them is beyond me. It would be easy to leave the off they were not essential to making the bracelet. She refused to provide the customer satisfaction that they so outwardly brag about. Thus forcing me to have to resort to me having to remake the bracelet when I receive it as it should be to look like the one on their website that I wanted in the first place. Like I said it’s a big bait and switch operation- you don’t receive what you actually order they go ahead and switch it and send whatever they want. They when the consumer complains they give them a hard time. 
  
  
  
  Regards,