Complaints
This profile includes complaints for Joseph Robert Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:08/02/2023
Type: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.
Purchased a bracelet from their website. Inaccurate description on the length of the bracelet. They list it as measuring 7.5” when it is actually larger than that. If I had known the correct size I would not have ordered it. They did refund my money for the bracelet but I asked if they could please refund the cost for me to return the bracelet. The refused saying that the bracelet size as listed was correct. I have attached a photo of the measurement of the bracelet and also the shipping cost.
Business Response
Date: 08/03/2023
Hi - We know that buying jewelry online can be difficult, that is why we offer no questions asked 30 day returns. This customer reached out because the bracelet didn't fit, and we provided detailed return instructions. We provided a full refund the day we received the item back, we do not charge restocking fess or the like. We do clearly state that the only thing the customer is responsible for is the return shipping cost. The customer thought that bracelet length was incorrect, but upon receiving it back we measured it digitally and determined it was listed correctly. The item has been relisted on our website, with the same length. We tried to provide a seamless buying and refund process for the customer, it is unfortunate that she is demanding the return shipping cost be refunded when we clearly state that is the customer's responsibility. Please let us know if you need any additional information.Customer Answer
Date: 08/03/2023
Complaint: ********
I am rejecting this response because:Please provide photos of the digital measurement of this bracelet. I uploaded a photo which clearly shows that the bracelet is longer than 7.5”.
Sincerely,
******* ****Business Response
Date: 08/03/2023
Hi *******,
We will upload a photo, no problem. That picture is not accurate. We are talking about the difference of .25". The bracelet was not at the end of the ruler, and the angle which the picture is taken cannot accurately show the length. We measured it when it was received back, it was an accurate measurement.
Regardless of that, the full refund was issued immediately, no restocking fee or anything. We do not pay for return shipping, that is the customer's responsibility.
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