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:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on January 12, 2025, with IceCarats Jewelry, and it was supposed to be delivered on January 14, 2025. However, I never received my order and contacted *** customer care. *** declared the item lost in transit. I then contacted IceCarats Jewelry, and they provided several emails from their customer service team stating that a refund in the amount of $254.00 would be issued to my Mastercard ending in 3999. As of March 13, 2025, I have not received my refund. I am requesting that my refund be issued as promised by the IceCarats Jewelry customer care team.

  Business Response

  Date: 03/13/2025

  Hello,
  
  Thank you for reaching out regarding this matter. After reviewing our records, we found no prior correspondence from the purchaser or *** regarding a missing package before this BBB complaint. We always encourage customers to contact us directly for any concerns regarding their order so we can address and resolve issues as quickly as possible.
  
  However, we did receive a chargeback claim from the bank on January 22, 2025. Upon reviewing the order details, *** tracking number 1Z45X0360291627068 indicates that the package was delivered and handed over to the customer on January 14, 2025, at 12:54 P.M. Since we had not received any emails, phone calls, or confirmation from the customer regarding a missing package, our Claims Team responded to the chargeback with this information.
  
  We would also like to clarify that IceCarats has never sent an email regarding a refund for this order, as we had not received any complaints from the customer before this claim.
  
  Additionally, *** allows up to 60 days from the date of delivery to file a claim, and while this timeframe may have passed, we will still attempt to file a claim through our Shipping Team on your behalf.
  
  Unfortunately, we are unable to issue a refund at this time because there is a pending chargeback claim with the bank. Once a chargeback has been filed, all funds and transactions are placed on hold while the bank processes the claim, which can take up to 75 days.
  
  At this time, we recommend that you contact your bank directly for further details regarding the status of the chargeback.
  
  Sincerely,

   

  **** G

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23061377
  
  I am rejecting this response because:

   

  ****,

  
  Clearly, there are some major quality control issues with your company. I have received several notifications from your customer care department stating that my item was lost in transit and that a full refund would be issued to my original form of payment. Additionally, I have a lost package case from *** confirming that the item was indeed lost in transit.
  I have also enlisted the help of the BBB to resolve this issue based on your companys promise of a full refund for my lost order.
  
  Sincerely,
  
  ** **********

  Business Response

  Date: 03/18/2025

  Dear **,
  
  Thank you for your response.
  
  Our records indicate that we have not received any prior communicationwhether via email, phone call, or chatregarding this matter.
  
  At IceCarats, we are committed to ensuring that all promised resolutions are processed in accordance with proper procedures. If you have received an email confirming a refund, please forward it to us, and we would be happy to investigate further.
  
  As noted in our previous response, your order was shipped via *** under tracking number 1Z45X0360291627068 and was delivered and handed over to you on January 14, 2025, at 12:54 P.M. We would like to reiterate that the only notification we received regarding your order was from your bank. We have provided them with all the necessary information they requested, but we did not personally receive any additional emails from you before this notification from the Better Business Bureau (BBB).
  
  We understand that this is a frustrating situation, and we sincerely regret any inconvenience it may have caused. Unfortunately, we are unable to issue a refund at this time due to the pending chargeback claim with your bank. Once a chargeback is filed, all funds and transactions are placed on hold while the bank processes the claim, which can take up to 75 days.
  
  Please let us know if we can assist you further.
  
  Best regards,

  **** G

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Item 925 Sterling Silver Earrings Brillant Cut Cubiz Zirconia (ASIN: B009SDQBAI) from AMAZON.COM.BR to sent to a friend who lives in ************* ****** on on the 26th of January for R$847,62 or USD$ ****** which was deducted from my account at the current exchange rate. On March 9th, the day my friend received the item in ****** I called and also sent a E-mail to IceCarats becasue instead of earings they sent a 14K Cat Heart pendant. The next day I checked and on IceCarats website and the Pendant was listed for $114.00 (254.22 origionally) and the earrings were $99.00 (283.14 origionally) all in USD. After E-mailing them on the ****th of March they did not respond until the 15th of March after 2 additional follow up E-mails and having to call them. They suggested to request a return from Amazon ******. Unforntunately due to the amount of time it took the order to get to ******, around 6 weeks, Amazon said that the return policy ended on the 17th of March. During this process they offered me to waive the $15 dollar difference between the Pendant and the Earrings, the price difference that is currently on their website between the two. Then they said that my friend can return the Pendant and out of pocket and they will then refund that amount and then send her the earrings. Knowing how long that takes it will be at least a 3 month turnaround for what was supposed to be an anniversary gift in February. I have repeatedly asked them how much just to have them resend out the earrings and have her keep the pendant so she doesn't have to go through the hassle of everything. Their response was to just reorder the item thru Amazon ****** with is the same price but the exchange rate would make it UDS$ ******. This company is costing me money for a product that they did not double check like they claimed to and I have been dealing with resolving it with them for 2 weeks now.

  Business Response

  Date: 04/12/2023

  To BBB,
   
  Thank you for your email.
   
  We have just received the notification about the complaint today, April 12th. We have not been notified regarding the claim since March 21, 2023, thus no response was made to BBB from our end until today, however, we have been in contact with the customer continuously to resolve the issue.
  
  To summarize, the order was made on Thu, Jan 26, 2023, 8:38 PM BRT through Amazon and IceCarats fulfilled the order on Fri, Jan 27, 2023, with the estimated date of Delivery on Thu, Feb 23, 2023, to Thu, Mar 9, 2023. Amazon set up all shipments including payments for this order. 
  
  We were first informed of the issue on the incorrect item on March 9, to which we responded. However, since we have limited information on the item received, we have to rely on the provided images by the customer and further research so we could provide the correct resolution. Looking at our email responses, we responded to the customer emails last March 9, 10, 14, 15, and 21. We also called tried to call the customer for possible resolution. 
   
  Please note that since the order is done through Amazon, prices are not handled by us. The difference in prices within websites could be due to differences in conversion, running promotions, inventory, etc. As a courtesy, we offered for him to keep the item received, though it's at a higher cost than the earrings, however, the offer was refused. 
  
  The customer requested a replacement on March 21, 2023 in which we have responded to return the incorrect item first so we could process the replacement once the return is delivered. The customer's order is within 30 days, and as per Amazon's process, the return request should be made via Amazon - back to their Amazon ****** warehouse. Unfortunately, the customer was unsuccessful in doing so, as a result, we provided an option to send the item directly back to our US warehouse and we will issue a replacement manually.
  
  Additionally, the customer had inquired how much extra it is for us to send the earrings so they wouldn't have to send the pendant back. As the order was made through Amazon, we would not be able to charge the customer for any new order, thus we provided the customer with the link of the earrings and advised to reorder. All of this is in line with Amazon's process.
  
  In the end, we both agreed that the customer will return the order and we will monitor and replaced. Please note that at this time, his return cost was refunded and we have expedited the replacement and process it although the return is still in transit.

   

  Thanks