Complaints

This profile includes complaints for S & L Gem Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  S & L Gem Company

  1150 El Camino Real Ste 286 San Bruno, CA 94066-2426

  
• 

  S & L Gem Company

  355 Sun Valley Mall Concord, CA 94520-5811

  
• 

  S&L Gem Co

  1689 Arden Way Ste 1031 Sacramento, CA 95815

• 

  S & L Gem Co

  925 Blossom Hill Rd Ste 1258 San Jose, CA 95123

• 

  S & L Gem Company

  278 Great Mall Dr Milpitas, CA 95035

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:06/06/2025

  Type:Sales and Advertising 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 am writing to formally express my deep dissatisfaction with a recent experience I had with your store, **********, located in the ************** in *******, ************* April 2024, I placed an order for multiple jewelry pieces through your store. Upon receiving the items, I was unhappy with the quality of one of the pieces. I returned to the store and asked that the piece be corrected, which you attempted to do but the final result was still unacceptable and not worth the hard-earned money I spent.After that initial interaction, I spent months going back and forth with your staff attempting to resolve the issue. Eventually, your store refused to make any further effort to fix or replace the jewelry. Even more frustrating, about a month later, your employees acted as if they had no idea which pieces I was referring to despite the ongoing conversations.Throughout this time, my financing account was being charged regularly, even though I was not in possession of the disputed jewelry. This is completely unethical and unacceptable. I was being expected to pay a bill for an item I neither approved of nor had in my ************* make matters worse, the behavior of the staff including the owner and multiple employees was unprofessional and rude. The boss was particularly dismissive and hostile, and I felt that some of the female employees were dishonest in their handling of my account and my **********************. The entire experience felt deceptive, manipulative, and completely lacking in accountability.On the first day I opened an account with S&L ******* your staff was quick to collect my money. Yet when the product delivered did not meet reasonable standards, the same urgency and cooperation vanished. That is not how a reputable business should treat its customers.I demand a full investigation into my complaint, the removal of any charges related to the disputed jewelry, A year later and I still DO NOT HAVE MY JEWELRY

  

  Business Response

  Date: 06/18/2025

  To whom it may concern:
  We are writing in response to the complaint
  submitted by Cherish Moore regarding her experience at our store, S&L Gem Co., located in the Sun
  Valley Mall in Concord, California.
  We are deeply disheartened by the complaint,
  which we find to be entirely false, misleading, and hurtful. As a responsible
  and reputable business, we have always taken our customer service seriously and
  have made every effort to accommodate this customer in good faith.
  The customer made a purchase and placed an order
  with us on April 3, 2024, for
  multiple jewelry pieces. Shortly after receiving the items, she returned to our
  store with a concern about one piece. We listened attentively and addressed her
  concern promptly. The item in question was repaired to her specifications and
  completed in a timely manner.
  To ensure her satisfaction, our store manager personally delivered the
  corrected jewelry to her. She confirmed
  the full receipt of all jewelry items by signing both a pickup receipt and a
  formal confirmation letter indicating that the issue had been resolved
  and that she was in possession of all her merchandise.
  At no time was the customer left without
  support. Our staff maintained open and professional communication throughout
  the process. Her claim that we acted unethically or dismissively is simply
  untrue. Furthermore, the accusations of dishonesty and hostility from our team
  are both baseless and extremely unfair to the employees who worked diligently
  to resolve her concerns with patience and professionalism.
  Additionally, her financing account has only
  been charged in accordance with the signed sales agreement. The suggestion that
  she was charged for merchandise she did not receive is untrue, and all relevant
  documentation — including her signatures — confirms that she acknowledged
  receipt of all goods.
  We respectfully request that the BBB recognize this complaint as false and
  one-sided, lacking any factual foundation. We remain committed to
  transparency, fairness, and exceptional customer care, and we believe this
  matter has been handled with more than reasonable effort on our part.
  Sincerely,
  Kathy L.

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising 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.

  On Sunday, March 30, 2025 around 5 PM, my mother (61 years old, stay-at-home mom/grandma with no income and does not speak English) walked past S & ******** (******************************************************) and was lured in to spin the wheel for a grand opening promotion. She spun the wheel and received a piece of paper with $1000. She thought she won $1000, but the seller, **** ******, insisted that she can only redeem it for free jewelry in the store and assisted her in picking out jewelry. During the entire ordeal she was so happy that she got free jewelry worth $1000. The salesperson tricked her into providing her Driver's License, SSN, asked her to sign paperwork, and my mom didn't think there was any harm. Little did she know that they used her information to open a Credit Line with ******************* Luxury and charged $9,042.03 for the jewelry. After realizing that she had been scammed, she did not sleep all night and was in emotional distress, not to mention that she has been deeply saddened for the past 5 weeks because her brother has been battling leukemia. My sister took her to the store at 10 AM on Monday, March 31, 2025 and asked the store to take the jewelry back and issue a refund, but the store refused because they claim there is a no refund policy. They told her to come back on Tuesday, April 1, 2025 to talk to the manager. I came back to the store on Tuesday, April 1, 2025 to explain the situation to the manager, ***** ***, and she refused to issue a refund. All big name jewelry stores, Zales, Blue Nile, etc. allow for refunds. What S & ******** did is unethical and unlawful and they must be held accountable.

  

  Business Response

  Date: 04/24/2025

  To whom it may concern:
  This letter serves as our formal response to the complaint submitted by *** *****. We appreciate the opportunity to address this matter and clarify the relevant facts.
  On the day of the transaction, our sales associate presented an in-store promotional raffle to Ms. ****** *****. Contrary to the claim made in the complaint, the promotion involved a raffle drawing boxnot a spinning wheel.Our company has a strict non-discrimination policy, and we treat every individual equally, regardless of age, race, or background. All adult customers are presented with our promotions and are invited to explore our offerings.
  Ms. ****** ***** participated in the raffle and drew a $1,000 promotional coupon. Our associate then clearly explained how the coupon could be *********** stated on the raffle ticket, the offer is Available Upon Redemption, which means it is contingent upon opening a store credit account. Ms. ****** ***** willingly agreed to the terms, provided her identification and personal information, and was approved for financing with a 60-month, no-interest, equal monthly payment plan.
  We strongly dispute the assertion that our sales associates tricked her into providing her information. Customers routinely decline financing offers,and it is entirely within their discretion to do so. Ms. *********************** is an autonomous adult and, at all times, had the freedom to decline our offer.
  During her visit, she took time to select jewelry, even making specific requests in English for items intended for her son and daughter. Ultimately,she selected merchandise with a total retail value of $29,890.00. However,after applying promotional discounts and her $1,000 raffle coupon, the final invoice amount was reduced to $9,042.03. Our staff carefully reviewed the financing terms, invoice breakdown, and store policies with herincluding our exchange only, no refund policywhich is clearly stated on the receipt and displayed in-store. She acknowledged and accepted these terms by signing the necessary documents.
  We firmly reject the defamatory language used in the complaint, which falsely accuses our company of engaging in a scam. A scam involves fraudulent or deceptive practices intended to cause financial loss. In this case, Ms.****** ***** received a substantial amount of high-karat gold and diamond jewelry at a significantly discounted price, without a down payment and with interest-free financing. There was no financial loss or deception involved. All steps in the financing process were legitimate and compliant with our merchant agreement, and Ms. ****** ***** signed all documents, including the credit application and sales receipts, thereby providing her informed consent.
  Ms. ****** ***** later returned to the store with her daughter to demand a refund. Our staff explained the store policies again, but the conversation unfortunately became confrontational. Despite the situation, our team remained professional and respectful throughout the exchange.
  We are committed to providing transparent, courteous, and fair ************ many other jewelers in the mall, our store has a clear exchange onlypolicy for returns, which was fully disclosed and accepted at the time of purchase.
  We respectfully request that you review the supporting documentation enclosed with this response. Should you need further clarification or information, please do not hesitate to contact us.
  Thank you for your attention to this matter.
  Respectfully.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23148280
  
  I am rejecting this response because:
  

  Thank you for your response. While I appreciate you taking the time to respond, I must strongly disagree with your characterization of the events and reiterate that my mother was taken advantage of in a manner that was neither transparent nor ethical. First, whether it was a raffle box or spinning wheel is immaterial. The point remains that she was drawn into the store by a deceptive marketing tactic that implied she had won something of high value, without any clear disclosure of the underlying financial obligation. Second, your claim that my mother willingly opened a store credit account with Synchrony is misleading. She does not understand or read English (which is apparent because the document contains her signature even in places that asked for an initial or printed name), and your staff made no effort to ensure that she understood what she was signing. As a 61-year-old woman with no income or credit history, she would not knowingly take on over $9,000 in debt for jewelry she believed was a prize. The suggestion that she is an autonomous adult who should have known better is not only dismissive but ignores the language barrier and cultural context entirely. Your staff failed to provide a translator or translated documentation, which is especially concerning given the serious nature of opening a financial account. Under both ethical standards and consumer protection guidelines, businesses have a responsibility to ensure informed consent, especially when dealing with vulnerable individuals. Additionally, your stores exchange only policy does not absolve you from the duty of fair business practice. I want to reemphasize again that my mother thought the jewelry were free from the $1000 promotion that she won. The jewelry was not purchased willingly; it was obtained under false pretenses, and my mother attempted to return it less than 24 hours later, well within a reasonable window for reconsideration given the circumstances. Lastly, your suggestion that this situation does not constitute a scam is deeply troubling. When a consumer is misled into a financial agreement they cannot understand and then denied recourse, that meets both the ethical and functional definition of deceptive practice. I hope that this matter can still be resolved and that your company will choose to do the right thing by issuing a full refund and canceling the financing agreement.

  Sincerely,
  *** *****

  

  Business Response

  Date: 04/30/2025

  To whom it may concern:
  Thank you for your continued communication regarding your mothers recent visit to our store. While we appreciate your persistence,we must unequivocally reject the allegations made in your letter and clarify our position with the seriousness this matter warrants.
  We strongly dispute your characterization of the transaction and your suggestion that our store acted in a deceptive or unethical manner. Our promotional events whether raffles or spinning wheels are legitimate, widely used marketing tools across the retail industry. These events are transparently conducted, and there was never any promise or implication of receiving high-value merchandise without a purchase. All promotional terms were clearly disclosed in-store, and staff were available to answer questions. Your mothers participation in this promotion, like all others, was entirely voluntary.
  Regarding the claim of a language barrier: at no point during the transaction did Ms. ***** express confusion or request translation assistance. Our staff acted appropriately and professionally at every stage. If Ms. ***** required help understanding the process, it was her responsibility to communicate that need. We cannot be expected to assume a lack of comprehension when the customer proceeds through multiple documented steps without objection.
  Ms. ***** independently and willingly completed a credit application with *************** including identity verification and the signing of legal financial agreements. These documents are not ambiguous and clearly outline the terms of the financing. Her signatures present throughout the documentation indicate legal consent, regardless of her language proficiency. A customers decision to proceed with a financial transaction carries legal weight, and Ms. ***** presented herself as a capable adult throughout the process.
  Our stores exchange only policy is not unique, nor is it discretionary. It is a clearly posted, standard policy in most of the jewelry retail industry and is applied uniformly to all customers without exception. We will not deviate from this policy based on a retroactive claim of misunderstanding that was never raised at the time of sale.
  Finally, your characterization of this situation as a scam is both baseless and defamatory. We conducted a thorough internal review of the transaction, including employee statements and documentation. There is no evidence to support your claim that the jewelry was presented as free, nor any indication of misconduct by our staff. The items in question were purchased through a standard sales and financing process, fully documented and signed.
  In conclusion, we stand by our staff, our procedures,and the legitimacy of this transaction. We consider this matter resolved from our end. While we remain sympathetic to your concerns, we maintain that our staff acted in good faith and in accordance with all relevant policies and procedures. We appreciate your understanding and hope this brings clarity to the matter.
  Respectfully.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23148280
  
  I must reiterate that I strongly dispute your characterization of the transaction involving my mother and I reject your assertion that this matter is resolved. Your response continues to downplay serious concerns surrounding informed consent, language accessibility, and ethical business practices. Your rigid adherence to an exchange only policy is not a shield from accountability. Policies do not override legal protections against deceptive or abusive business conduct. Your refusal to offer a refund less than 24 hours after the transactiononce the misunderstanding came to lightfurther supports the perception of exploitation rather than good-faith customer service.
  I stand by the use of the term scam to describe this experience. When a vulnerable consumer is lured by a misleading promotion, misled about the nature of the prize, denied a clear explanation of the financial obligation in a language they understand, and locked into a credit contract as a resultthat constitutes a deceptive business practice, whether or not your staff followed internal procedures. This issue is far from resolved and I will pursue this matter through legal channels.

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising 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.

  On 9/25/24, my mother (Clavelita *******) was a victim of unethical sales practices and financial elderly abuse. She visited a jewelry store and looked to purchase a pendant. The sales people up selled her multiple items totaling $19,000 all in credit. 2 credit cards were opened. $5k and another for $14k. The 14k was initially 12k and they had to call to increase the credit limit. Based on the invoice the pendant cost $2k. She informed me she felt pressured, did not know what was going on and was sweet talked. This business has multiple reviews on **** and on ****** about similar interactions from other customers and are known for unethical sales tactics toward the elderly. On 10/12/24 I visited the store and spoke with a manager and with no remorse said we didnt make her sign anything the manager said she would contact her regional manager to see if a refund can be issued since the contract says no returns. I gave them until 10/21/24 but based on the reviews and when I reached out to other victims via yelp, nothing was done. Im looking for a refund and for the credit cards to be closed.

  

  Business Response

  Date: 11/02/2024

  Hello, Please see the attached file for the required response.

  Thank you.

• Initial Complaint

  Date:10/12/2024

  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.

  Purchase made 9/19 bracelet was sent for resizing, damaged during resizing per manager “burned” repair should’ve only took 4 days ordered a brand new one per employee ready 10/7 spoke to manager one time was suppose to receive a call back , lacked honesty and never received a call back I have been attempting to call and they have 1. No answered 2. Promised call back and no call has ever been made. Once told ready for pick up they attempted to give me a bracelet that was not mine. Was told I would be able to view side by side the new and the damaged bracelet , per employee bracelet not in store. The bracelet looked similar to the one purchase but is not the same - colors don’t match

  

  Business Response

  Date: 11/12/2024

  Thank for emailing us.

  To respond to this letter, customer Vanessa purchased a bracelet from our store and needed to add a little longer to the bracelet. Our jeweler repaired it, but it was a little dirty when she came to picked it up.  We ordered a new bracelet and told Vanessa will take some time. The package was supposed to arrive on Monday, 10/14 but due to Columbus Day, the package got delayed and was delivered on Tuesday. We called Vanessa over the phone once received, but she insisted she wants a refunded. We refunded her the bracelet of $820.00 on 10/19, Saturday. Unfortunately, we cant honored her the refund amount of $2520.00.

   

  Thank you,

  ***** **

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The bracelet was not dirty. In fact the jeweler who did the repair burned the item and your sales associates insisted on having me take the burned bracelet. The team lacked communication and once a new bracelet was ordered and delivered the colors on the bracelet were wrong, it was a complete different color way. There’s no way this could’ve gotten dirty as this was never in my procession. I actually needed it shorter not longer, false information is being provided on this response. 

  
  
  
  Sincerely,
  
  
  
  Vanessa C*****

• Initial Complaint

  Date:05/16/2024

  Type:Billing 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.

  Complaining: S&L ****** 102 **************************************************************************************** 1. Date of Transaction:January 31, 2024 2. Amount money paid in the business:13204.55USD 3. Business committed to provide:A. Exchange of 18k Gold Ring Amounting ******* USD from their sister company Infinity Co.B. To the Rolex Watch Pre Owned Stainless Mother of ************************ Amounting ***** dollars Through finance loan synchrony bank, concora credit and snap finance.4. Nature of dispute:A. Misrepresentation of monthly bill payment promising that I only pay 150 dollars per month. The Bill came after a month and the finance loan company asking me to pay ****** dollars a month B. Made a contract without my consent and getting my information such as identification card and tax id number/ssn and apply it in different loan companies. Did not explain the monthly bill due on the finance loan companies mentioned.5. Business did not tried to resolve the dispute. 6. Account number: ********

  

  Business Response

  Date: 06/07/2024

  On 1/31/2024, ***************************** visited our store to trade in his ring for a Pre-Owned Rolex. We discussed our finances with ************, and he agreed to open the finance account. We told ************ his monthly payment probably would be about $150, but unfortunately, he did not qualify for the lower monthly payment, we called ************ to fix the payment issue. ************ returned to our store, but eventually he left the store with the pre-owned Rolex without settling the situation. We called the customer several times, but he ignored our calls. We called him again on 6.5.24 but again he did not answer, at this point we still want to settle this with the customer, and we hope he can come to the store or return the phone call to us.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21724108
  
  I am rejecting this response because:
  The statement is incorrect, clearly they offered the 150 dollars a month before signing the contract, and reverify the amount before signing it. Lately I learn that it is a sale baiting they did to me, Yes I went to the store to verify the original verbal contract and the store manager wanted me to pay and make it more than 300 dollars a month and I am the one who keeps on calling the store for re appointment and no one answered. 

  Do not lie with your customers be honest on price you put on the contract and monthly payments, loan companies should have two authenticated factor system to verify the application of loan. Clearly this business is doing a loophole to scam customers. 

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

• Initial Complaint

  Date:02/29/2024

  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 bought a brand new watch 3-4 weeks ago. Received it the other day. When I got home that same day, I opened the Tissot watch box. I noticed hundreds of scratches at the back plate of the brand new watch! It was weird because its brand new. I have a 25 year old watch but not even a scratch in the back plate of the watch. I have a feeling that I received a refurbished watch or they replaced the parts of the Tissot watch. I called and texted the S&L gem the same day about it. I was instructed to go back and return it to the store. The following day I went to the store and the staff told me they cannot keep the watch and stated to me to keep the watch for now and that I should use it for the meantime. It's weird that they told me to use it for the meantime. They said they will call me the next day for an update. So, I went home with the watch. Today, I'm here at the store again because I never got any call or update. I've been waiting for an hour now without getting any help or updates. It's very stressful and a waste of my freaking time! A rude lady salesperson even suggested to me that I should use the 2 year warranty for the watch. What the heck was that! They already wasted my time waiting for a brand new watch. The lady manager stated today that they just ordered another watch. She said that's the progress. I was told to keep the watch again. I did not get any paperwork or documentation. So ridiculous and frustrating because I was going to wear it at my upcoming wedding. - Ej, US Air Force

  

  Business Response

  Date: 03/10/2024

  To whom it may concern,

  We disagree with customer, Earol because we did order a brand-new watch from Tissot watch the day he made the purchase. He came in and picked up on 2/26 with all the package and plastic still wrapped and showed to him on the same day of pickup. After he came back on 2/27/2024 and said there's a lot of scratches on the watch, we informed him that we will reorder another watch to show him our appreciation of being our customer. Our store manager called him and let him know that the new watch is being ordered and will arrive on 3/7/24 but the shipment got delay 1 day. Finally, on 3/8/24, the new watch came in and Earol came into our store, and he told us that he found out there was a sticker on the back of the watch that he didn't peel off and through those are scratches. At the end we still exchanged the new watch with *****.

  Thank you,

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

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising 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 buy a diamond ring in 2017 more than ****** usd and I was saving this for my colon surgery unfortunately the diamond ring was not true and I try several times to talk to with manager and he didnt care about me at all .I try to sell it he didnt give me more than 600 usd I couldnt believe.

  

  Business Response

  Date: 03/01/2024

  To whom it may concern, 
  After reviewing her purchase history, we strongly disagree her complaint. Her complaint is baseless and inaccurate. Firstly, the 14K gold diamond ring that she purchased 7 years ago is set with an EGL certified natural diamond with an exceptional ideal grade of cutting, proving that her claims stating that her jewelry is not real couldnt be further from the truth.In addition to address her claims about saving for an upcoming surgery, we find it baseless as to how a person could know of a life-threatening condition 7 years in advance and fully pay off her ***** Fargo Jewelry Advantage account despite claiming to need the money for the upcoming colon surgery. Finally, to acknowledge what she said about the price she was quoted for her purchases, the price is nowhere close to the current market value for her items. Thank you for reaching out to us for our response, feel free to reach out with any further questions or concerns.
  Respectfully.

• Initial Complaint

  Date:06/22/2023

  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 was lied to about the process in which my second purchase would be charged with them. My credit numbers are lower now bc of them. I now have to figure out how I am going to come up with an extra $100 a MONTH ** of their misinformation, trickery and lies. I have been trying to work with the regional manager ***** but it now seems that she may not be able to assist, so she is no longer answering/returning my call/text messages. This is out right distasteful and wrong and I NEED the situation remedied ASAP.

  

  Business Response

  Date: 09/08/2023

  Hi *****,

  Our ******* manager, *** tried to contact *********************** many times trying to find a solution for her. What happened in her case was because she originally made a purchase with financing for $50 per month but then she came in and did an upgrade for greater value of $4000 more and she still wants to pay the same amount of $50 per month but that is not possible for us.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20221250
  
  I am rejecting this response because: *** is flat out LYING..I have text messages to prove my point, unfortunately I am not able to upload to this response but if you let me know how I get get you a copy of her messages I will get them over to you. *** lied and led me to believe that she was trying to help, ultimately she told me to call ****************** and ask for a specific ***** & that she was told they promised theyd help me. Not only did the **** NOT exist, she nor anyone else from S & L NEVER contacted them. ******** can tell you this info themselves as well.

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

• Initial Complaint

  Date:03/16/2023

  Type:Sales and Advertising 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.

  Attempting to scam me with jewelry of low quality. I've not had the ring in my possession for more than n week before it broke. Which lets me know the jewelry was not the quality I was given at time of sale This store must be desperate, selling products that are cheap. Then they want you to pay for it. I want S&L to kill that contract and take they're cheap jewelry back. It's devastating. How people can just take advantage of others.

  

  Business Response

  Date: 04/13/2023

  Please see attached response provided by the business via email.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19612036
  
  I am rejecting this response because:
  *******, was not there, at time of purchase. I did not take the ring home the same day. It didn't fit. When they called me a week or so later I had the ring, 25days, noticed a diamond had fallen out. I was very disappointed, because I knew something wasn't right

   I have cheaper rings that have not fallen apart. I also noticed, the funny way they were acting, moving fast  to make a sale. .I've been on yelp and found out this is not the first time they have done this. Selling cheaper jewelry for double the price and locking you in on that *** contract

   They know the jewelry is cheap, overcharged and then you got your credit, messed up. I've currently took the ring to a repeatable Jeweler before returning it again for repair. He told me the ring was worth $3,000-3500, NOT $6000.00. due to the diamonds weren't the best grade. Posts and lettered to be mailed. They still have the ring. It was sent back to the manufacturer.
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising 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.

  On Sept 17, 2022, I was walking in the mall when I passed by this store and two of the sales person trying to get my attention to come in to the store to look around. I have no intention of buying anything as I was just walking around waiting for my ride.During this time they bombarded me with their sales pitch. I cant even cut in while they where talking to me and this make me so confused. They showed me some items and their current special/sale. The only thing that I can remember is they keep saying that all I need is $200.00 to purchase whatever they are offering.They start asking me personal questions without explaining what the informations are for. One of the sales person is entering all my info in the computer and the other one continues talking to me at the same time. after a few minutes they asked me to sign a receipt and agreement without any explainations. I did not understand the whole process because I was ******* to leave as my ride is already waiting.I feel like I was decieved in signing the contract as they did not even tell me that they are running my credit looking for a lender to finance the purchased. None of the prices was disclosed to me. They tried two lenders in which I was declined from both, they did not informed me that they have tried two lender and got declined.I called the store the following telling them that I am returning the merchandise but I will not be able to do it not after I come back from my vacation. I am leaving for vacation that week and they said it is fine.I went back to the store with my sister to assist me in returning the items as I am so confused of the whole transaction. Also I am getting emails and phone calls from the lenders that I dont even know why. They where telling me that I got declined and the other telling me that I owed them $11k. I am a 72 years old and on a fixed income and I will not be able to afford to pay this.I want to returned the items. This Business decieved and take advantage of seniors.

  

  Business Response

  Date: 12/12/2022

  Please see attached response from business. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18406909
  
  I am rejecting this response because:

  After we left the store two months ago, *** the manager called me the same day and told me that she would contact the corporate office and see what can be done and was suppose to call me back within that week.  The only time that she called me back was on 12/9/22 and asked if I could make an appointment to come and talk and I told her that I cant because I live 50 miles away .  I asked her if she wanted me to come so that I can return the jewelry but she said no, she said just come in so we can talk.  I still want to return this jewelry as I cannot afford this.  I also told them that I needed to ask my sister for a ride and because of the holiday there was no time to go at this moment and told them that I would contact them as soon as Im able and it might not be until after the new year.  She told me no she wanted me to come that same day.  She also was not able to tell me on the phone what the corporates response to my complaint.  She sounded like she did not want to say anything over the phone or that they are willing take back the jewelry.

  
  

  I would like for them to be able to advise us on the phone that we can return the jewelry before we drive 50miles to meet up with them. 

  I would really like to be able to return this jewelry and for them to clear the credit that they applied for without my knowledge.

  
  

  I would also like for my sister ******* to accompany me when I meet up with them to support and help me understand.

  
  

  
  Sincerely,
  
  Myrnalou Gorero