Complaints

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

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order trusting the delivery times indicated. I paid extra for those times. The company could not meet that. I asked to cancel my order as it waa in processing and had not been fulfilled yet. It also cant be shipped out until "next week". If they have made tbe ordee they could still cancel it. Regardless i took the loss there thinking surely my $29.00 in expedited shipping costs could be refunded. I was offers $15 off coupon code that expires in 14 days. Shameless business practices. ******* advertising to tap for sales. I do not want the product anymore but ill deal with the fact that i understand its probably a ****** to restock materials. Fine. However being given a confirmed delivery date that they cant meet and that being the main reason you chose this company instead be able to make an informed decision off of accurate information. I couldve went else where if this was too burdensome. My emails attached depict the situation in detail and the correspondance back and forth. Once receiving the final email i deduced customer service must be a bot. And frankly thats probably becauae they can keep up with all the complaints the needed AI to fill in. This business is super predatory. Offering time limited coupons for robbing thwir customers so morally bankrupt

• Initial Complaint

  Date:05/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on April 22 and paid extra for overnight shipping because I needed the item quickly. As of May 3, the order still has not shipped. I reached out to customer service several times, and while theyve acknowledged the delay, theyve refused to refund even the shipping fee.Their explanation is that overnight shipping begins after fulfillment, which can take over a week. That detail was NOT made clear at checkout. The website said I would receive it by April 25th. This is extremely misleading and feels like a bait-and-switch tactic.The item is now pointless to me, and the company has done nothing to make it right. They continue to hide behind a 24-hour cancellation policy even though they havent shipped the ********** requesting a refund for the overnight shipping at the very least. If the order still hasnt shipped, I want a full refund. This experience has been frustrating, dishonest, and unacceptable.

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company advertises and Guarantees their jewelry will not tarnish or turn color, even after showing a model wearing it in the water. After 3 weeks it tarnished, the clasp broke and the finish started wearing off. They offered a replacement but I feel that I should be reimbursed for my original price as their product is faulty, and it will just happen again with the replacement items.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bracelet was purchased on March 25th order # ******* I received a confirmation that day. On March 26th I received an email stating that the order had been shipped with the following tracking number: UUS53S0460067908441. The tracking number never worked. On April 9th, I sent a follow up email to customer service stating that I still had not received the product. **************** replied Your order's new estimated delivery date is between April 16th - April 22nd. I know this is later than the original estimate, and I sincerely apologize for this delay. Along with that they offered a **************************************** 14 days. The bracelet has still not been received of my today April 23rd. I reached out to Mint and Lily again, and they told me the package has been delayed and offered me another gift card for the price of the bracelet plus 20 dollars. I declined and asked for a refund as the product has not yet been received. They told me I was not eligible as the product is custom (adding charms) to a bracelet. I emailed back stating that since I have never received the item the police should not apply. I have yet to receive a return email or resolution.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased the cross charm birthstone bracelet back in December, unfortunately it took over 3 months (arrived late March) for it to finally arrive. There were numerous communications back and forth, excuses made and discounts offered to repurchase, for it being "lost". I've only worn the bracelet a couple times, and there's already visible fading (which they "guarantee" non-fading, quality made jewelry), the clasp doesn't fully lock so I've lost the bracelet/charms several times, this is unacceptable.

• Initial Complaint

  Date:04/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The initial email was sent on 4/2/2025 after I received a personalized nameplate necklace that no matter how I would put it on it was upside down they told me that they were replace it. We spoke about positioning the chain on a different letter so it could not be heavy and it wouldn't go upside down. On 4/17 I received the second necklace, which was actually exactly the same. I reached out again and they said that it was nothing they could do about it since it was personalized but their website clearly states if you're not 100% satisfied they would correct it, they want to give me a $15 credit that I can use on their website when I paid $49. They claim they cannot process a refund even if I offered to return the chains.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/16/24 - I purchased two sets of earrings. Estimated to arrive 12/22-12/24. Cost $72 including tax and shipping. Order # *******.12/24/24 - followed up as I had not received the earrings yet 12/27/24 - Mint and Lily responded that there was high demand and that I should expect to receive them 1/5/25 - 1/7/25.1/13/25 - order finally ships 1/20/25 - order status with shipping company still says "notified" and not en route, so I followed up.2/6/25 - order arrives and quality is terrible. Looks nothing like what they show on their site. I emailed them to express my concerns and disappointment. Mint and Lily responds that they are sorry for my disappointment and they can issue me a gift card for the full value of the earrings plus $50 and I can keep the earrings. I respond that I do not want the earrings and do not plan to shop with them again because of my experience, so the gift card will not be used, and I did not want the earrings. I indicated I wanted to send them back for a full refund.2/7/25 - They respond restating the two options. The gift credit or mail them back and pay a 25% restocking fee. 2/10/25 - I followed up again for a resolution, then initiate the return process.2/13/25 - Their site shows they received the item RMA#PMV1OU1E 2/19/25 - They confirm the return is in process. 25% restocking fee and less shipping costs 3/3/25, 3/6/25, 3/16/25, 3/19/25, 3/23/25 and 3/27/25 - I emailed customer service 6 times to follow up on my return and reimbursement. No response at all. They have no phone number for ***************** Now they have the items and my money.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/25 I placed an order ******* with Mint and Lily for 3 rings. 1 Bezel ring and 2 stack-able rings with my name and my partner's name on the 2 stack-able rings. On the companies website the rings that I ordered were silver with a matte brushed finish so all 3 rings matched.Over a month later I received the 2 stack-able name rings the finish was a very cheap looking shiny finish. I emailed customer service and was asked to send a picture. Once they received the image they apologized and agreed this wasn't what I ordered. They told me and promised me I would receive the correct matte, brushed finish that would match the bezel ring. They asked if it was ok that the rings were thicker. I agreed. They asked if I was interested in anything else and I explained no I would rather be refunded because I only was interested in what I ordered. Over a month later, I again received the wrong shiny finish. I had to go through the entire song and dance again almost verbatim. Sent pictures, was apologized to and promised I would receive the correct matte/brushed finish.This repeated itself a total of 4 times and months later. After demanding a refund because they have not provided me the product I paid for, on Apr 14, 2025 **** wrote, "After reviewing your case thoroughly, I need to take accountability and admit that we made a mistake in our previous responses. The rings we offer only come in a shiny finish, and we incorrectly promised that we could provide them in a matte finish. I understand this is not the resolution you were hoping for, and I truly apologize for disappointing you and for not being clearer about our product specifications from the beginning. We will use this as a learning opportunity to improve our communication and product information going forward."They tried to say because it was "custom" there are no refunds and because they gave me a coupon code to make it right I don't deserve the money back.I have all emails saved if needed.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 3 rings on March 21. 10 days later my package arrived and it was 3 necklaces. I immediately emailed the customer service email provided. I requested an immediate solution because I had ordered the rings for my daughter's birthday (it was her only gift request) and her birthday was just 5 days later. I received an immediate reply and exchanged several emails. I was offered immediate issue of a gift card to repurchase the original items with promise of free expedited shipping. I thought the solution was odd - why should I have to receive a gift card and go through the process of re-ordering the items, when they sent the wrong items? - but at least it was a solution to receiving the wrong items. If customer service was a priority, the solution should have been immediately sending out the items I originally ordered with fast enough shipping to reach me by the birthday. I provided a photo of the wrong items received in my original email - they then requested a photo, then acknowledged it was already sent, then requested photos again. When I provided photos, I stopped receiving responses. I have sent multiple emails to the same customer service email address and have not received any further replies in 2 weeks. At this time, I still have the wrong items, never received the items I ordered, and never received a reply or the solution offered.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: March 28, 2025 Company: ************ from ********** Order #: ******* Paid: $77.95 USD/charged $111.60 CAD The order included one pair of earrings, one ring, one necklace. Photos and reviews online were positive. I received this order on April 9. Included in the package were two of the same rings and one necklace.The earrings were not in the package. This is the first issue. The second issue is the quality of the items received, which I describe as dollar store quality, which is fine if that's what you pay for, but is not the case here. I contacted customer service at ********************************** and sent images of the shipment. They apologized and offered a store credit plus $20 bonus and advised I could keep the faulty product. I declined and requested a return authorization and full refund. They said their return policy excludes original shipping costs. I asked them to cover the shipping costs since they did not send what I requested, which is their error not mine. They did not address that request, but sent me a link to request the return, which I did. The return request has been pending for two days and I'm not confident this will be actioned at all. They have stopped responding to emails and social messaging. I suspect I am not speaking with a person and/or I have been blocked. I understand now that my situation is common with this company so their reviews online must be fake.