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:01/07/2025

  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.

  My husband and I purchased 3 watches on the royal caribbean cruise. They stayed in the box safe all the way home. After trying to set the watches we noticed One of the watches minute hand was loose. Not keeping time set. It was moving around inside the watch as he moved his arm. I sent an email to star board cruise service, but they keep referring me to invicta warranty. I called and email invicta, but they want to charge 50$ to ship it/return it and then will send me an invoice of an unknown amount. I have asked for a refund, but they continue to refer me to the warranty. Their website says they have a 45 day guarantee on fine jewelry and watches. Invicta messaged and said I should ask for a 30day refund since I reported it with in 30 days. I reported it on Dec 26th. We made the purchase Nov 28th. I feel they should be responsible for selling me a broken watch. But they are giving me the run around

• Initial Complaint

  Date:12/17/2024

  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 purchased a ring onboard the Rhapsody of the Seas on 12/6/24. I wasn't sure the ring would work with a piece I had at home but I was assured that I could return the ring within 30 days if it didn't. The ring was a Kallati piece and their website also says they accept returns within 30 days, however, when I called them, they said that Starboard Cruise Services was the agency that would be responsible for a refund since it was purchased on a cruise ship. I contacted Starboard Cruises and they said their policy changed on 12/1/24 (during our cruise) and that in order to return the piece we would have had to return it before disembarking the ship. This is not what we were told. There is nothing about Starboard Cruise Services anywhere in our certificate or paperwork. Nor does it say that returns have to be made on the ship prior to disembarkation. Our paperwork only says Kallati. This is a very deceptive business practice to be told you are buying from one place but in actuality are buying from another company with different policies! I would like to return the item for a full refund as I was told I could.

• Initial Complaint

  Date:11/26/2024

  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 was on *************** Cruise from 09/23/24-09/27/24. I purchased Clarins day cream and night cream set and a Lancome eye cream on cruise - allure of the sea on sep 24th 2024 from a skin care store on deck 5 of the cruise. Before I made the purchase, I found out that there was NO expiration date on those products, so I checked with the sales, who didnt find it either. Sales said those products didnt expire so I can use them. Then I purchased them. I started using those products on my face since Sep 24th. After applied these products on my face, I started having rashes, eczematous patches and irritation.The plastic package of those two Clarins products were aged and brittle, looks like air-dried into pieces, hard to remove, some of the pieces were stick on the product, cannot be removed, and the Lancme cream got fermented smell. So I went to the store on the next day and checked with the sales, sales said no worries, I can keep using those products. Then I checked the batch code of the bottom of those products, I found out two of the Clarins products already expired on 10/1/2021, which is 3 years ago! And the ****** expired on August 1st 2024.I had to stop my vacation and went to skin care clinic for treatment. I've communicated with Royal Caribbean and Starboard Cruise Services, however, they rejected to take any responsibility. I have relevant evidence and the original receipt as well as clinic **************'s been almost 2 months and no one helped with my case. *************** and Starboard Cruise Services are passing the buck to each other. My total out of pocket expenses on this issue is $1438.56. I need Royal Caribbean or Starboard Cruise Services pay me back with $1438.56.

• Initial Complaint

  Date:11/19/2024

  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 7/23/2024 I purchased several pieces of jewelry from the Regalia Fine Jewelry shop on the Ovation of the ******************** cruise ship. I happily selected 2 rings to purchase but felt pressured by the salesman to purchase 2 loose Crown of Light diamonds to have set into earrings. The entire amount was financed through TD Financing at 0% interest. I was not shopping for earrings, however the salesman continued his sales pitch until I felt like I had to give into it in order to end the pressure. After returning to my room, I knew I never wanted those loose diamonds so I returned to the store within a couple of hours and requested to return the diamonds for a refund but was advised there was a no refund policy. The salesman then went to the back and returned to me with a copy of their no refund policy with the terminology highlighted. The salesman did issue me a $500 credit towards my purchase and attached their no return policy to that adjusted receipt. Since returning home I have had various emails back and forth with Starboard Cruise Services requesting a return on the diamonds because I was not provided a copy of their no return policy at the time of my purchase, however they continue to deny my requests. I am requesting help from the BBB in resolving this matter. I attempted to attach the numerous email I've sent them since returning from my cruise in July, however the file was too large to attach but I have attached the 11/16 correspondence which is their latest response and my email back to them. I would like to return the diamonds and receive a credit on my TD financing account in the amount of $12,265.00. I am trying to avoid filing a *************************** Dispute Services Request or ultimately filing suit against Royal Caribbean and Starboard Cruise Services, Inc. You will find copies of the documents mentioned in my complaint attached.Sincerely,****** ********

• Initial Complaint

  Date:10/11/2024

  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.

  ISSUE: FRAUDULENT & DECEIVING PRICING OF LUXURY ITEMS I purchased a Chanel bag from a store within the Valiant Lady Ship that was marked at $4,750. After disembarkation, I inspected the price tag more closely and realized that there was a sticker placed over the original price tag, which was marked at $4,150a $600 difference. This was highly deceptive.I then went to the stores website (What Goes Around Comes Around) and noticed that similar bags were being sold for $4,150 and not the $4,750 I had paid on the ship. I contacted Virgin Voyages, who then referred me to Starboard Cruise Services. After WEEKS of delayed responses and back-and-forth communication, I was finally promised a refund of $600. However, TILL THIS DAY, I HAVE NOT RECEIVED THIS REFUND, despite being assured several times that the money would be returned to me "ANY DAY NOW."This entire experience has been incredibly frustrating and unacceptable. I have SCREENSHOTS and DOCUMENTATION that clearly show the DECEPTIVE PRICING PRACTICESVirgin Voyages placing stickers over original pricing tags and inflating the prices by 20-30% more than what these items are supposed to cost.I strongly urge the BBB to investigate this matter and hold Virgin Voyages and Starboard Cruise Services accountable for these unethical practices. I am willing to provide all necessary evidence to support my claim and ensure that no other customer falls victim to such deceptive tactics.

  Business Response

  Date: 11/17/2024

  ******* Mibielli's partial refund in the amount of $600.00 was processed as promised and posted to ********* card by Virgin Voyages on 10/14/24.  Partial refund should reflect on Gabiel's account within approximately 5 business days.

  We sincerely apologize for the incorrect price reflected on the handbag and the timeline to complete the refund.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 request can be canceled.  I have received my refund from the company.

• Initial Complaint

  Date:09/13/2024

  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.

   
  Complaint: 22282683
  
  I am rejecting this response because:
  It has been nothing but excuses after excuses. I was told the check was mailed out on 9/27! Everyone I deal with has a different response.

  I feel like I am being told anything just to give you more time to do nothing with my request. Additionally this was on a credit card now that you are issuing a check instead of a refund back to my credit card who is going to pay the interest accrued? This has taken more time and money than it should have. I am very disappointed and not satisfied at all.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/03/2024

  Consumer's refund request was completed and check disbursed 10/1.  Consumer should receive hard check payment in mail 1st or 2nd week of October.

  We sincerely apologize for the timeline for completing consumer's refund payment and any inconvenience with the process.  The documents and information requested in order to process the refund is required to confirm the purchase and complete consumer's refund payment.

  Best Regards, Starboard Cruise Services Customer Service Department

• Initial Complaint

  Date:06/17/2024

  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.

  My husband and I purchased 2 Rolex watches on the 1st day of our cruise trip BEFORE embarkment. They never provided any written or verbal information about the watch, besides it was a great investment. Keep in mind while completing the transaction, the sales rep dropped 1 of the watches in front us but never informed us of any damages as he made it seem like there was nothing wrong. Now after sales was completed, we inspected the watches and certifications. It was evident that the certifications indicated that both watches were not genuine, were almost entirely made with aftermarket parts and were made in 1976 and 1990. We immediately returned back to the store and requested a refund (in which, we were told that we are entitled to a full refund before disembarkment). However, the manager that handled the sale told us that there is no such refund policy after sales. With the damage, we were only given the option of reducing the cost of the watch by $500. We felt like we had no option but to take the discount since he refused to provide a refund. After disembarkment, we contact Starboard Cruise and they advised us that we should have asked for a full refund before getting off the ship. We advised them that we did ask and it was on the first day before the ship even left the port, however, the manager refused to. They recommended to email to include the situation and what we hope to resolve. Manager actually emailed with a response and he also agreed that we did ask for a refund but never provided/agreed to it. After that last email, we have been contacting Starboard for an update multiple times and unfortunately, we have not received anything for the last 2 months.

  Business Response

  Date: 06/25/2024

  Consumer's request to return two Pre-Owned Rolex watches purchased onboard is under review.  Due to the fact the consumer received copy of both the GemWorld Report detailing the aftermarket components of the watch and the Pre-Owned Rolex Disclosure form with the details of the warranty, the aftermarket components, and service center information, in addition to the high value of the purchase, the exception review takes more time.  
  Per the documents attached, the consumer received the detailed information of the aftermarket components of the watch which are usually the bezel, dial, and sapphire crystal.  
  Someone from our *************************** will be contacting the consumer this week with the result of their request review.
  Best Regards,

• Initial Complaint

  Date:05/21/2024

  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.

  This is in regard to a recent purchase I made on the royal Caribbean navigator of the seas. I purchased an engagement ring article number SRE30265DGYT-1C for ******. 00. I found the same ring for ********. I understand the business is trying to make money and a profit but I was charged over DOUBLE what was advertised on the Kallati website. This is unprofessional and thieving.

  Business Response

  Date: 06/07/2024

  We did not find any record of the Consumer previously contacting our office regarding this matter.

  It is understandable the Consumer may feel he has located the same ring for a lower price on the Kallati website.  However, not all rings of the same style/model are of the same specifications and quality.  The same model ring is offered in different carat weights, Color, and Clarity characteristics.  This is an example of two of different rings of different qualities and characteristics, therefore, different value.

  After briefly reviewing some of the information on the Kallati website for the ring the Consumer saw on the site and comparing the specifications with those listed on the Kallati certificate the Consumer received with the ring purchase onboard there are notable differences.

  For Example, Consumer's ring is of total 1.30 Carats ***** Diamonds, the specifications of the ring on the Kallati site state:  ***** Diamonds 0.50 Carat

  The Consumer's ring is Yellow Diamond 0.70 Carat; the specifications of the ring on the Kallati site state Yellow Diamond 0.50 Carat

  The specifications of the ring on the Kallati site do not state the Color/Clarity of the diamonds so, we would need to reach out to ******* for this information, but most likely, the ring on the website is of lower Color/Clarity than the one the Consumer purchased onboard.  

  Please see image with information from Kallati website for the ring the Consumer saw on the site.

  If the Consumer would like to look into this further, please have him contact *********************************************************************************************************.  We would be happy to assist him with further comparison of the item on the website vs the ring purchased onboard.