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Business Profile

Jewelry Designers

Kole Jax Designs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Designers.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/19/2023

    Type:Delivery Issues
    Status:
    Answered
    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 October 11, 2023 I ordered the Christmas light earrings. When I got back on ******** 2 minutes later, there was an ad with a code MERRY to get 50% off today. Why wasn't I given that option when I first ordered? It's not right; thats deceptive. I sent a request asking them to either give me 50% off my order or cancel my order. They replied with an adamant no; they would not do either one. And if that truly is their policy, as they claimed in the email, thats just tricking people into paying more with no recourse.

    Business Response

    Date: 10/30/2023

    Hi, well go ahead and refund the difference, customer had already used a coupon code so well refund less the code already used.  (See attached) 

    refund has been sent for $11.20

    It is in our policies/ terms and conditions that we dont retroactively apply coupon codes once an order is placed and customer already has used a code.  Our customer service had followed our policies properly.  
    With that said- BBB - can you please delete this complaint once closed? Thanks 

  • Initial Complaint

    Date:10/18/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    We ordered on September 8th and were sent an email on the 11th that our order shipped but it did not. We contacted company multiple times with little to no response most of the time. FINALLY received product on the 16th of OCTOBER. They had changed the product my husband ordered for me which was fine but they changed the color of the pendant and DIDN'T change the color of the pendants that were ordered with it as a set. Now I have a silver pendant with bronze name pendants to go with it and it looks terrible! I emailed in as directed but per usual, no response. On their website it also says that we would be contacted if anything needed to be changed and we never were. 100% do NOT recommend buying from this company. You also can't call to speak to anyone. You can only contact by email, which they don't respond to. Order#********.

    Business Response

    Date: 10/18/2023

    Hi, 

    looking at the order- the original order has bronze name charms with silver pendant.  This is what we sent,  we only changed the shape of pendant not the color of metal you had requested.    Although we dont normally refund personalized products we will go ahead and refund for the name charms if you would like to place a new order and please select Antique Silver instead of selecting Antique Bronze as it sounds as though you meant to order the silver color instead.  
    Please see attached for reference that order has bronze selected for desired metal choice.  
    let us know if anything else we can help with.  Refund has been sent.  Thanks! 

    Customer Answer

    Date: 10/19/2023

     
    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. However, I want to distinguish that your product does NOT list a color when purchasing and you can't "choose" a color at checkout on the picture pendant. You can on the names. I have attached pictures showing the picture clearly is not silver and that a color is not listed. They responded to me direct and the pictures they sent is not what customers see. It is very misleading and had I not filed this complaint I am confident they wouldn't have responded like all of the other times. They told me directly the credit was already issued but it has not been as pending credits show immediately and it has been 18 hours since their response and the credit isn't showing. I will accept this but I hope they change their website so that other customers don't deal with what we have.

    Sincerely,

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

    Business Response

    Date: 10/19/2023

    Hello,  can this complaint please be removed? We made no mistake on the order and refunded even though the customers statements are incorrect.  She received what she ordered.  Nothing could have been done differently.  Please let me know, I am happy to provide any additional info you may need.  

  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    Resolved
    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 a personalized pendant for a charm necklace I already own on 6/12/23.. the company keeps giving me the runaround on where the item is or if its even been made yet. I cant timely responses and the few that Ive received all provide different information. I dont want a refund because I truly want the items. They are a gift. I just cant seem to get a straight answer or any help.

    Business Response

    Date: 08/09/2023

    Hello, 

    I am so sorry for the delay-  we shipped your charm first class without tracking because of it weighing less than an ounce but do think that might be the issue.  

    I am going to resend your pendant with tracking numbers this time.  

    here are the tracking numbers for next package 9400111206215191704611

    please give it a few days for tracking to update.  Sorry again! 

     

     

     

    Customer Answer

    Date: 08/09/2023

     
    Complaint: 20445636

    I am rejecting this response because:

    Has the charm been accurately personalized with the name I requested? Someone from your company stated they didnt have a name for it. I want to make sure I dont receive a blank charm. Also, its not just a charm I ordered. The order/package should include the cat earrings as well. Can you please confirm what you shipped is correct so that we may end this complaint? 

    Sincerely,

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

    Customer Answer

    Date: 08/12/2023

    I received both items I ordered today. Very much appreciated. This complaint can be closed as satisfactory result. 

  • Initial Complaint

    Date:07/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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 items that are highlighted are the items I still have no received. I have emailed and emailed an no one will get back with me. This order was done April 2023

    Business Response

    Date: 07/18/2023

    Hi there, I am so sorry we searched out ticket system and somehow the message with photo did not go to the correct person who handles making the photo pendants. If you like we can get these made as asap.  We are so sorry 

  • Initial Complaint

    Date:04/10/2023

    Type:Delivery Issues
    Status:
    Answered
    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 with Kole Jax on March 23rd 2023 for 3 items totaling $29.83. I received confirmation of the order. I received notice on March 27th that the item had been taken to the post office with a tracking number. The tracking number has stopped at being accepted at the post office. I have emailed/ replied back to order emails 3 times asking why the package has not arrived. At this point I either want my items in a couple days or a refund to my credit card. If this is not settled I will be filing a dispute with my credit card company

    Business Response

    Date: 04/10/2023

    Hi! Your package was delivered today- **** within our order timelines.  (We are made to order) 

    Thanks!

  • Initial Complaint

    Date:03/17/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Placed an order for a wrap bracelet and extra charms on Dec. 28, 2022. It was paid via my PayPal. I have never received the items. I have emailed the company 4 times with no response . The voicemail box is always full. I am so disappointed because one of the charms was to be added to a necklace I had ordered previously.

    Business Response

    Date: 04/12/2023

    Hi! We have the names indicated for the wrap bracelet on your order but not the additional.  Are the names needed the same names as the wrap bracelet? Let us know and we will get them out right away.  

  • Initial Complaint

    Date:10/24/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 Oct 4, 2022 for 18 jewelry items. I only received 6 of the items but Kole Jax shows all of my items were shipped together in one package. Im very happy with the quality of the items I received but I bought sets ( matching necklaces and earrings) and didnt receive them all. I would like to receive the other 12 items asap or get a complete refund. I have contacted the company via email and Messenger and havent received a response from them. I tried calling their phone number and didnt get an answer and there was no voicemail.

    Business Response

    Date: 10/24/2022

    Hi,  I received the email and responded.  We will get the missing items out to you asap. There must have been a bin left out for your order when sorting.  I am so sorry about this mistake! 

    Customer Answer

    Date: 10/24/2022

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/18/2022

    Type:Product Issues
    Status:
    Answered
    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 my order for two items. It had been two weeks not hearing anything, so I sent three emails to cancel my order. After the third email canceling they send a tracking number. What company doesnt let you cancel or return items? I no longer need the items. It took too long. So they should have just refunded the money. Never again!!!!

    Business Response

    Date: 10/19/2022

    I am sorry this order had a delay, I am not sure why or what happened to delay it going out.  Shipments never take that long to go out.  There must have been a mistake made on our end.  When you receive please mark ****** to sender on the package and we will issue a refund when the package arrives back to us.  Again, sorry about this.   

    Customer Answer

    Date: 10/21/2022

     
    Complaint: 18243963

    I am rejecting this response because:I cant return something I dont have. You stated I couldnt return and no refunds. Not sure what kind of business/games your playing, but you have my money, and I in good faith paid you for an order I dont have. You said it was shipped. I dont have it. Please refund my money. 

    Sincerely,

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

    Business Response

    Date: 10/28/2022

    Hi we have sent a full refund.  Sorry this didnt work out.  please see attached for Refund issued- you will receive an email with confirmation.  

Kole Jax Designs is NOT a BBB Accredited Business.

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