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:05/19/2024

  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.

   
  Complaint: 21733751
  
  I am rejecting this response because: First, I was ABSOLUTELY told first by the sales person at the store the only reason I couldn't do the return aboard the ship was because the computers weren't able to do them, but I could do the return once I disembarked. When I said that sounded like BS, then the story changed to there are no returns after the warranty card had been filled out. Nothing at all was said about stopping at port, nor was I asked if I had even gotten off. It seems like it would be a very simple thing to be informed at the time of purchase that if I was to get off the ship, this would void any chances at a return I might have. I would have had the store hold the watch for me. Second, how absurd to think I could get off in ****** and magically come across a fake, older model gold Rolex with a black dial w/diamonds that would just happen to to the exact serial number as the one that the Gemworld certificate has, even though I hadn't been given or even seen the certificate until AFTER the ship left port. Further, if, as they claim, there are no returns, why is there an additional policy about the ports making a return ineligible? Yes, the "thank you card" (only given after the purchase) states no returns. It should be made known to the customer the policy beforehand. HOWEVER, there is no way my 20 or 30 something year old Rolex is under a manufacturer's warranty. That policy on the "thank you" card can only apply to new watches. That card is generic to every purchase I assume, however, the card I have that is specific to the watch I bought, a pre-owned Rolex, doesn't have that wording at all. In fact, the card for the pre-owned Rolex, it CANNOT be sent to Rolex for servicing. 

  In regards to the duties, there was no misunderstanding whatsoever. I was absolutely clear in what I asked about the duties and/or taxes and the sales persons were just as clear when they answered. They told me that there would be none, not in the store or when getting off the ship. They told me to simply wear the watch off and it would be considered my personal watch, and there would be no duties. It was a major point in my negotiating as I spent quite a time getting to the exact price we settled on, even though an extra link was needed. I was adamant that I would not spend a ***** more than what we negotiated. Further, there was another couple waiting to see the customs officer that was told the exact same thing, and there was no misunderstanding there either. 

  At every turn this company has been deceitful and unethical. They continually fabricate reasons for not simply accepting the return of a USED watch. I get the implications of returning a brand new luxury watch, but this should be so simple and it's ridiculous the lengths this company will go to in order to not do the right thing. 

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

  would've just said that as their first response to my request rather than going back and forth with emails over the last month. That sounds like it's just made up. None of my papers have the stamp, it's only mysteriously on the store copy. Again, against logic, their preprinted papers they give with every used watch didn't say anything whatsoever about all sales being final or that you can't return the watch if you disembark. The paper only says you can't do a return based on buyers remorse. They are not only lying about their policies but they lied about the duties as well. This company is completely dishonest and I assume I'm not the only one they've lied to. In fact there was at least one other couple that had purchased watches from them and were lied to about the duties. Altering the paperwork must be a crime.

  Business Response

  Date: 06/07/2024

  Consumer's allegation that the purchase policies are not published is incorrect.  Please see 2 uploaded images, 1 - Image the consumer provided of his purchase receipt and the Thank You card provided and stapled to his purchase receipt; and 2 - The full image of the Thank Card provided the customer showing full text stating "Fine and Designer Watches are covered by the manufacturer's international warranties and therefore are not returnable."  This same information can be found published on our website. 

  Secondly, the team onboard is not able to accept exchanges purchased after the ship has a port date since they do not have a way to ensure the item being exchanged is the exact same as the one purchase due to counterfeit replicas circulating in local areas.

  This is standard policy, not solely being applied to this consumer's purchase.

  Regarding the reference to Duties, there may have been a misunderstanding of the information provided.  The purchase price of the watch onboard is duty free, meaning there is no import duty in the price, however, all travelers must declare purchases at country of reentry.  Depending on the total amount spent, some duty/taxes may apply after exemptions applied.  

  Consumer's request has been escalated for further review.  Once review is completed, consumer will be advised, and next steps will be provided.

  Business Response

  Date: 06/17/2024

  Understandably, the consumer is not aware of the vast network of black-market counterfeit Rolex, and other Swiss Watch brand watches flowing in local markets in port, U.S. and other countries.  The counterfeits replicate exact brand models and serial numbers.  This is one reason why some items purchased prior to a port stop are not eligible for return after the port stop, as there is no way of confirming whether a guest disembarked at the port or not and the authenticity of the item requested returned.

  Per the consumer, they were told by the Sales Associate, the return could not be completed onboard because the systems could not process the return.  Of all guests sailing, purchasing onboard, and contacting us regarding a purchase, this is the first ever incident where a guest reports being told by a Sales Associate that the system onboard does not allow them to return an item onboard.

  As seen in the photo of the Disclosure form consumer was provided with the purchase, the warranty information and service center information was provided at point of sale.

  As previous advised, consumer's request is under review and result will be advised directly,

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21733751
  
  I am rejecting this response because: Firstly, I was not given ANY information regarding returns until AFTER I tried to return it. It was never mentioned to me that the stop at port would void any chance of a return. And again, I cannot say this enough, I was told in no uncertain terms that I could return the watch after I got off the cruise in *******. What does it matter if this was the first time this happened? I would imagine there aren't too many watches that stop working the first day, but it did happen. Maybe I'm the first person with this problem because my watch was so expensive the sales people didn't want to lose the sale as opposed to a watch or piece of jewelry that is far less expensive. People win the lottery with odds in the hundreds of millions which seems unfathomable, but there still was someone who was the first. Besides I have been posting my experience every day on various Royal Caribbean social media posts and ads and have had a few people share a similar opinion that the company is not to be trusted. 

  On the previously provided "thank you" card, it clearly says "all returns are subject to inspection by our quality control assurance team" which seems to indicate to me that they could easily inspect the item before a refund is issued. I would NEVER wear any watch worth more than a few dollars in a crime ridden place like ******, much less a $30k gold Rolex. I even went to the ship's customer service desk to complain about the watch the first thing that morning. After they told me the store was closed and there was nothing I could do, I asked if they could hold the watch but they told me I had to place it in my room safe, which I did. The company clearly takes returns according to their card, which says nothing about stops at a port. If the stop at a port is a concern, the fact is anybody could buy anything at the store and could probably get a fake one at a stop, some much easier than others. If the policy is that once a ship stops at port, there is no way to verify the item, why doesn't the card say that and why wouldn't it apply to all sales? According to the card itself, there are only 2 rules regarding refunds, none will be given based upon outside appraisals and none will be given for buyer's remorse. 

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

• Initial Complaint

  Date:12/20/2023

  Type:Delivery 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 on a Royal Caribbean Cruise that ended on 11/10/2023. I purchased a Kallati ring (style RE8502DR) for $1296 on 11/9/23. They didn't have the ring in my size so I had to special order it. I was told, by the store manager *************************, that the ring would be delivered in about 6 weeks but no later than 8 weeks; this timeframe was acceptable and I agreed to it. The ring should have been delivered between 12/22/23 - 1/5/23. I received an email on 12/18/23 from ******* saying that they had JUST received the order for the ring. I immediately contacted *******; they said they couldn't give details on the production status. They told me to contact Starboard Cruise Services about a refund. I called Starboard and spoke with *****. She told me to send her the emails from ******* and a copy of the receipt; I sent that on 12/19/23.I received an email from Starboard Cruise Services on 12/20/23 stating refunds are not applicable after disembarkation. My issue is that I signed a purchase agreeing to have the ring in hand within 8 weeks. I don't have buyer remorse or dissatisfaction with the tangible product. I'm dissatisfied that it seems Starboard Cruise Services didn't submit the order until 12/18/23; 39 DAYS AFTER I DISEMBARKED. To me, that should make the purchasing terms null and void. Hopefully, with this complaint, a few things might happen. 1- I'm immediately given details on the production status. 2- If the ring is going to ***********-8 weeks from the 12/18 "order received date" I would like to cancel the order because of failure to provide the product within the agreed timeframe. 3- the ring is delivered by 1/5/23.

  Business Response

  Date: 01/02/2024

  Thank you for the opportunity to review the information related to the consumer's complaint.

  The approximate timeline for Kallati Special Order pieces is approximately 6 - 8 weeks from the date of purchase/end of cruise date.

  6 - 8 weeks from the date the consumer placed the Special Order onboard is approximately the 12/22/23 - 01/05/24, therefore, the consumer's piece should be completed soon.  The timeline of the Christmas and New Years holidays, manufacturer's orders may result in a slight delay of orders.

  We have followed up with Kallati for an update of the consumer's shipment date and information and look forward to providing the consumer the ship date and information and information within the next few days..

  
  

• Initial Complaint

  Date:12/19/2023

  Type:Product 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.

  I am in receipt of your email regarding my complaint # ********. I have read the message from Starboard Cruise Line but at this point they have provided me with the same excuses since 8/31/2023.

  On the date 8/31/2023 the email stated all paperwork was received and they were forwarding all documents and that it could take 4 to 7 weeks to show my refund. That's when they also provided me with a case number (CAS-15899-J1C3) so that I could follow the refund status.

  9/13/2023 I spoke with ***** by email so that I had proof of our conversations. At that point she had all ready received documentation from Carnival Cruise Lines stating that the charge was never processed to my credit card. Her message entailed that STARBOARD CRUISE LINES ****************** would be refunding my amount back to my credit card. And now still even after contacting the BBB with my complaint against STARBOARD CRUISE LINES they are repeating the same exact email to you that they provided me back on 9/13/2023.

  With all the communications I have sent verbally and written keep coming back to the same conclusion...that my request of funds be applied to my account.

  I do not believe that I am any closer recieving my money back at this point again.

  Thier customer service department is awful and they just keep pushing out the refund about every 2 to 3 weeks.

  This whole fiasco started back on August of 2023 it is now January of ****! When will they be held responsible for not returning the charge made on the cruise ship.

  I am tired of thier excuses and all the conversations verbally or written where they just push it out another 2 to 3 weeks.

  Carnival has NOTHING to do with the refund. Starboard Cruise Line is who would be crediting my account. So the message they provided to you is inaccurate once again! And I have saved emails pertaining to the same exact answers.

  s. Each time I have spoke with her she trys to give me another reason for not refunding my credit card.At the beginning of this fiasco I was told that my refund would take 4 to 7 weeks! Each email or call has been nothing but a lie and another reason to blame someone else. In November I was told that the full amount would be credited back finally in 7 days to my credit card. Well obviously this has not taken place once again. Now in today's (12/19/2023) conversation she said it was Carnival's fault that the charge has not been refunded. She stated that she processed and completed the packet back in September 2023. All she can say is WELL NOW ITS ANOTHER 2 to 3 weeks. For What???This issue has been going on for 4 months now! We are WAY PAST 4 to 7 weeks. Daicy will NOT provide me a name or phone number to anyone within management that I can speak with. I am hoping that with this complaint someone might see it and can advise me how I can get this issue rectified once and for all.

  Business Response

  Date: 01/02/2024

  Thank you for the opportunity to review the consumer's complaint and case information.

  We sincerely apologizes for the timeline in completing the consumer's refund, and thank the consumer for providing the purchase documents for processing their refund.

  Starboard completed the consumer's refund transaction and has submitted the information to Carnival Cruise ************************* to post the funds back to the consumer's card account. 

  We have contacted Carnival's Finance team for an update on the status of the funds posting to the consumer's account, have asked them to prioritize the posting of the funds, and are awaiting a response from Carnival's Finance team.

  Again, we apologize for the timeline and any conveniences the consumer has experienced regarding this matter.
  

  Customer Answer

  Date: 01/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I am in receipt of your email regarding my complaint # ********. I have read the message from Starboard Cruise Line but at this point they have provided me with the same excuses since 8/31/2023.

  On the date 8/31/2023 the email stated all paperwork was received and they were forwarding all documents and that it could take 4 to 7 weeks to show my refund. That's when they also provided me with a case number (CAS-15899-J1C3) so that I could follow the refund status.

  9/13/2023 I spoke with ***** by email so that I had proof of our conversations. At that point she had all ready received documentation from Carnival Cruise Lines stating that the charge was never processed to my credit card. Her message entailed that STARBOARD CRUISE LINES ****************** would be refunding my amount back to my credit card. And now still even after contacting the BBB with my complaint against STARBOARD CRUISE LINES they are repeating the same exact email to you that they provided me back on 9/13/2023.

  With all the communications I have sent verbally and written keep coming back to the same conclusion...that my request of funds be applied to my account.

  I do not believe that I am any closer recieving my money back at this point again.

  Thier customer service department is awful and they just keep pushing out the refund about every 2 to 3 weeks.

  This whole fiasco started back on August of 2023 it is now January of ****! When will they be held responsible for not returning the charge made on the cruise ship.

  I am tired of thier excuses and all the conversations verbally or written where they just push it out another 2 to 3 weeks.

  Carnival has NOTHING to do with the refund. Starboard Cruise Line is who would be crediting my account. So the message they provided to you is inaccurate once again! And I have saved emails pertaining to the same exact answers.

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

  Business Response

  Date: 01/11/2024

  The consumer may not be aware, but Carnival Cruise line's ****************** is the agency which posts the funds back to the guest's credit card in the case of a refund. 

  In response to our follow up email of Jan 2nd to Carnival Cruise line's finance department for an update on the consumer's refund, Carnival's ****************** responded on Jan 8th, that the consumer's refund was put on hold and not processed due to the chargeback they received from the consumer's credit card. 

  If consumer's bank reverses the chargeback, Carnival will proceed to process the refund.  If chargeback is not reversed, consumer has received the funds from the card company, therefore, Carnival will not complete the refund.

  Best Regards,
  

  Customer Answer

  Date: 01/13/2024

   
  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.
  

  Carnival Cruise never responded to my credit card that was used for the item. I have been in contact with Capitol One credit card disputing the charge that was never addressed. All my conversations with them stated that they were still awaiting Starboard Cruise/Carnival Cruise Lines decision on the actual charge that I finally placed due to the incompetence of thier financial department. Therefore this dispute was still awaiting thier response for the credit that should have been taken care of since August of 2023. Now that they have acknowledged the return of funds and the transaction has been finalized this issue should be closed. It's too bad that I have had to take matters into my own hands and contact the BBB to investigate this whole issue with Carnival Cruise Lines. They chose to carry out a $69.00 dollar return of funds after the fact when my issue was sent to the BBB. This charge should have been reversed 6 months ago.

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

  Business Response

  Date: 01/16/2024

  Consumer is falsely accusing Starboard of not processing their refund.

  Attached please find 2 supporting emails from Carnival Cruise ************************* confirming consumer's chargeback was received and not reversed.

  1 - Dated 1/8/24 confirming consumers' refund will not be posted to consumer's card due to a chargeback dispute which deducted the amount from Carnival Cruise Line to award it to the guest.

  2 - Dated 1/11/24, confirming the chargeback dispute has not been reversed.

  Please forward the attachments/proof of chargeback received by the CL, reason they would not complete the posting of the consumer's refund.

  Consumer initiated a chargeback on the amount; the cruiseline received the chargeback and was deducted the amount.  Therefore, cruise line did not process consumer's refund, since consumer's credit card awarded the amount to the consumer.
  

  Customer Answer

  Date: 02/02/2024

   
  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:11/07/2023

  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 was sold a watch 9/29/23 at ************************** Watches on Royal of Caribbean Freedom of the Seas. After expressing some interest in the watch, I was set up with the "assistant manager of the store who ultimately also handled the transaction. She described the watch to me as having nothing other than an aftermarket ******** She could not locate the Gemworld report, but assured me that she had it and there would be no discrepancies. After returning to my room, I noticed the Gemworld report, that was tucked inside of the plastic bag, said the watch ALSO had a refinished dial. Because of this, I looked closer and noticed more discrepancies. I found that I can return the watch as long as I did not disembark, and even went to guest services and confirmed. I went back into the store and kindly asked for a refund. ". First, she told me I could return, but it would take 7 days. Then she returned and said I could return, but I would have to do it at the home office after I got off the ship. I knew leaving the ship without a refund would disqualify me. I decided to decline that option and request my refund right then. Then she left again and came back telling me I was no longer eligible for a return at all because "it was now used" I returned to guest services, who then contacted the store/Starboard and ultimately, the same employees came down to guest services and began telling me again I could not return the watch. The employee then even went up to the guest services representatives and told them not to tell passengers about the return policy.Ultimately, I was forced to through disembarkment. The watch is still in box, in un-used condition. I am simply requesting a return of this watch due to the fact of the misleading sale of a watch that is NOT as it was described. I contacted starboard directly, who then had me wait 2 weeks just to email me the same story of the same on ship employee and tell me no. Fraudulent sale, unacceptable resolution, now resorting to lawyer.

  Business Response

  Date: 11/21/2023

  To whom it may concern,

  The consumer purchased a Pre-Owned Rolex while onboard, and received and signed the attached Pre-Owned Rolex Disclosure card which is provided with every Pre-Owned Rolex purchase onboard.  The purpose of the disclosure card is to ensure each purchaser of a Pre-Owned Rolex onboard is aware the diamond dial, diamond bezel, and sapphire ******* or of any other non-Rolex components of the watch, as stated clearly on the attached copy of the card.  In addition, each Pre-Owned Rolex is also accompanied by GemWorld report, a laminated card which also states which components of the watch are non-Rolex components. 

  Regarding returns onboard, returns onboard may be accepted only if the merchandised is in non-used or sized condition.  Per the information received from the ship, the consumer's watch had been sized to his size and had been worn by the consumer.  For these reasons, the return was not accepted during the same sailing.

  As a courtesy, Starboard Cruise Services has agreed to offer the consumer the option to return the watch at this time. 

   

• Initial Complaint

  Date:10/06/2023

  Type:Product 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.

  Please note the attached email and also pasted below, that I received from the Executive Offices of Carnival telling Starboard to process my return and refund and for Starboard to contact me immediately.  Carnival has authorized them to process this refund and to contact me.  I have not heard from Starboard by email or by phone as of this time.  Please forward this further information to Starboard and please advise they need to process this refund and claim as told by Carnival Executive Offices.  Thank you

  Hello *****,
  Thank you for your response!
  We sincerely apologize for your continued frustration.  I have personally sent an email to Starboard Services to contact you immediately to process your claim.  Refunds for purchases at the gift shop must be processed by the management company, Starboard Cruise Services.  You can expect to be contacted by a Starboard agent shortly.
  Thank you once again for your patience!
  Sincerely,
  
  ***************************
  Office of the President
  Carnival Cruise Line | ********************************************************** |
  
  ******************

  emorse but a medical issue of why they watch is to heavy and I can not wear this watch and I request a return and refund. Carnival refuses to help and passes it on to Starboard and Starboard will not reply to me or help me. When purchasing the watch they followed illegal business practices by not informing the customer of any return or refund policy and nothing is stated on the receipt. This is not a common return but because the watch is too heavy for me to wear it is causing arthritic pain, Tag ***** agrees with me that I should be refunded for this unusual circumstance and agrees that Carnival/Starboard is practicing unethical and illegal business practices. I have a national news agency that is wanting to do a story on Starboard and Carnival from other complaints but I am hoping that this can be resolved amicably due to these unusual circumstances due to my arthritic pain from the heaviness of the watch.Also the watch is not keeping time correctly!

  Customer Answer

  Date: 10/09/2023

  INQU-SS-DR-10042023-2 CARNIVAL DREAM 09/03/2023 Q5J6R1 1226

  Hello *****,
  Thank you for your response!
  We sincerely apologize for your continued frustration.  I have personally sent an email to Starboard Services to contact you immediately to process your claim.  Refunds for purchases at the gift shop must be processed by the management company, Starboard Cruise Services.  You can expect to be contacted by a Starboard agent shortly.
  Thank you once again for your patience!
  Sincerely,
  
  ***************************
  Office of the President
  Carnival Cruise Line | ********************************************************** |
  
  ******************

  Business Response

  Date: 10/19/2023

  For all customer purchases of Fine Jewelry and Watches, the should receive a Thank You card which is provided by the Sales Associate at the time of purchase onboard.  The Thank You card provides the consumer the contact information for Starboard Cruise Services ********************** and provides the consumer with the purchase warranties for Fine Jewelry, Fine Watches, and our Price Match warranty.

  Per the warranty information provided on the Thank You card, Fine and Designer watches are guaranteed through the **************************** Guaranty and are not eligible for return after the consumer disembarks the ship.  Once consumer disembarks the ship, watches are not returnable since they cannot be returned to stock onboard, cannot be resold, and are considered used.  In addition, the reason the consumer is not able to wear the $3300.00 Tag Heuer watch purchase is not due to a defect of the watch in anyway.
  

  Even though, the reason the consumer is not able to wear the watch is not the fault of the watch purchased, Starboard has offered to accept the watch returned for a full refund of the purchase as a courtesy to the consumer.
  

  Customer Answer

  Date: 10/20/2023

   
  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.  Actually I spoke to one of their representatives and due to the watch being too heavy and affecting the arthritis in my wrists and hands and I couldn't wear the watch they have agreed to accept the watch back as a return and provide me with a refund on the original credit card used to purchase this watch.  I am grateful for this decision and for the decision of customer service and the customer service agent who helped me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/20/2023

  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 a ring on a Carnival Cruise in September 2022 and sent the ring into Starboard for resizing. I received it back within a couple months with no issues. In June of this year, it was sent back to Starboard for a repair of a broken prong. I finally received a response back after a few inquiries in September that the ring has been repaired and is out for shipment. I did receive a ring within a few days but due to error on Starboard's end, I received the wrong ring. Apparently someone with the same last name and same town had a shipment on the same day, so we both received each others rings. OK, no problem, accidents happen. I had to go out of my way again to ship the wrong ring back to them to get my ring back. A week later, I received a ring, but it was NOT my ring again. It looked the same but it did not fit. I phoned Starboard immediately and was told that they sent me a stock ring with the stock size and apparently my broken ring is still in their possession. I still have a ring in my possession that does not fit and no response back from my emails and calls to Starboard on how to rectify the many errors on their end! I only get a sorry and no plan to rectify/compensate for their mistakes that have cost me time and money. I have learned my ****** and will NEVER buy anything again on a cruise ship. I will also make sure that anyone I see buying knows of the terrible customer service that ******************** provides.

  Business Response

  Date: 10/02/2023

  We sincerely apologize for the error with the customer's ring repair.

  Since then, ******************** provided the customer with a Return Shipment label to return the ring which was not sized, as requested.

  Customer's returned ring was received by ******************** on 09/26/23.  09/28/23, Starboard **************** let the customer know her ring was almost complete and is expected to ship to her the week of October 1st.  Once Starboard receives the ring sized by the manufacturer, the customer will be contacted with the shipment details for the shipment of her ring.

  Starboard sincerely appreciates the customer's understanding and patience as the sizing of her ring is completed.
  

   

• Initial Complaint

  Date:07/28/2023

  Type:Product 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 is an update.

  Starboard has stated a refund will be issued in 4 to 6 weeks. I will let you know when or if I receive it. 

  Business Response

  Date: 08/13/2023

  We regret to know the consumer's Special Order jewelry piece has not arrived as expected, and have received approval to refund the consumer's purchase.
  

  Business Response

  Date: 11/05/2023

  The consumer's refund was processed and completed by NCL on 10/17/23.  Typically, the funds post to the consumer's credit card account within 3-4 business days after completed.  Therefore, the consumer should have received the refund posted to the same credit card as used on the purchase by end of day 10/23/23, at latest.

  Customer Answer

  Date: 11/06/2023

  We have received our refund. You may close this case.

• Initial Complaint

  Date:06/12/2023

  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.

  12/09/2022 bought a ring that was to be custom made and sent to me. The ring didnt come in the 8 weeks as promised. The manufacturer had cancelled the order. ******* informed me to contact starboard to get my refund. Starboard will not return my money, interest, fees associated with this purchase. They lied through the **** dispute that the purchase was in person and I left with the ring. My documentation, as well as emails show my order was cancelled.

  Business Response

  Date: 06/21/2023

  **************, initially contacted STB on January 2nd, 2023 requesting to cancel the Special Order she placed onboard on 12/9/22, approximately 4 weeks after she placed the Special Order onboard.  Her initial reason was that she had found another ring at a **************** and better financing.

  Per the purchase policy and as stated on her Special Order, All Mail Orders/Special Orders are Non-Refundable.  At that time Starboard advised her the purchase was not eligible for Refund. 

  On May 30th, 2023, ************** forwarded to Starboard **************** copy of a message the manufacturer of her piece sent her stating that she had requested the order cancelled and to contact Starboard for the refund.

  Starboard is currently working to confirm with the vendor and obtain approval for ****************** refund since cancellation and refund of a Special Order is an exception on her purchase.

  Once confirmation and approval is received, ****************** will be advised and her Refund exception will be processed.
  

• Initial Complaint

  Date:05/12/2023

  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.

  Complaint: 20052438
  
  I am rejecting this response because:
  We appreciate CCLs thorough response, however we are convinced that the way our case was handled by the CCL merits a replacement. We attempted an extensive amount of outreach to the case manager in order to learn more information in regards to updates in our case. Once we were informed about the missing diamond pendant we were very eager to clarify what had happened. We wrote emails, which often took an unacceptable amount of time to receive a response, if we did receive one, and called several times for updates on the case. After our first call with the case manager, she neglected our calls for the coming months, despite being informed that her department was indeed currently operating. 
  
  
  Our dissatisfaction is based on how our case was handled, the ****** extensive time frame before receiving a final report, and very rude behavior from the case manager. Their behavior which was not merited by our concern and fear in regards to the declaration of the missing pendant.
  
  
  In regards to the CCLs claim that the pendant has been stolen from the *** store or carrier, we have now contacted the local police authorities as well as the store we shipped it from! Unfortunately, we were very sad to hear that it is too long after the event for there to be any video footage or otherwise from the date.
  
  
  We believe that we would have had time to make a thorough investigation into the *** store if we had known sooner what was going on. We believe that our opportunity to look into the possibility of the pendant being stolen was hindered because of the unprofessional manner in which we were met and avoided throughout our active search for answers from  CCL.
  
  
  Because of this mishandling of our case, which made our cases with the police authorities and the *** store impossible to solve, it is our conclusion that CCL are responsible.
  
  
  We once again ask for a replacement of the 14k yellow gold round brilliant diamond pendant (**** carats; Diamond color and clarity HI SI2I1) worth approximately $550.
  
  Sincerely,
  
  *****************
  ails. We continued to call once every or every other week for the next 10 weeks but ****** never answered the phone nor call back though we left voicemails.Finally we got the contact information of ******* boss, *******, who after three weeks told us she was unable to help us.We purchased the necklace for $550 as a birthday gift for my partners 20th birthday. It has huge sentimental value and was a very large sum for **.After the several months of precessing time they told ** that the *** store must be responsible for theft of the pendant. This was *******'s final decision over email on April 7th, five and a half months after sending the package. After such a long time trying to get ahold of Starboard Cruise Services, hoping they would find the pendant, we asked if they would send us a replacement, we they refuse. We now reach out to you in hopes of your aid with getting a replacement!

  Business Response

  Date: 05/21/2023

  The package documents and process flow for the item the consumer sent to our office to have repaired have been thoroughly reviewed, and found the package arrived to our office containing only a broken necklace, and not both the necklace and pendant as the consumer states were included in the shipment.

  The package contents was checked by 3 team member at the time it was opened and processed.  Copy of our internal Repair validation documents were provided to the consumer. 
  Our internal document prepared at the time a package is opened and the contents are validated, as well as, the documents prepared by the ****************** all show that only a broken necklace was received in the package received from the consumer.
  The Repair Level of Service document, which is prepared at the moment the package contents are verified shows it was clearly marked as Chain Only.
  The CCL Customer Return Form the guest completed and included inside the package, is always marked at the moment the contents of the package are verified with a note describing what was in the package.  The hand written note to the right of the Starboard logo shows the document was marked with YG (yellow gold) Broken Chain Only, by the person who opened and verified the contents. 
  The Comments section of the form completed by the consumer states Chain broken, would like replacement or repair.  Would like the same model.
  
  There was no cause for concern that something was missing from the package since the Comments section of the form stated Chain broken,would like replacement or repair.  Would like the same model, and what was received in the package was a Broken Chain.  The information matched the contents inside the package when opened.
  
  We do not know what occurred between the time the *** store packaged the necklace and pendant the consumer delivered to ***, and the time the package was delivered to our facility.  However, the package did not arrive with the pendant.  Only the broken chain and the documents the consumer completed were in the package when the package was delivered to our facility.
  
  We understand this necklace and pendant are of great sentimental value and are very sorry to hear the consumer does not have the pendant in their possession, and delivered the pendant and necklace to the *** attendant to package, but only the broken necklace arrived in the package delivered.  We would love to have received both items as the consumer delivered to ***, but we did not receive the pendant.  The chain which arrived was sent for replacement, it was replaced, and we have the replacement received from the vendor and ready to ship to the consumer.

  If we could replace the pendant for the guest, we would gladly do so, in consideration of the consumer's loss and circumstances, however, we do not have stock of the item to be able to replace the pendant missing.
  

  Business Response

  Date: 06/07/2023

  We understand ************************ and her partner believe the necklace and pendant purchased and tendered to their courier to package and ship was delivered with both items inside.  However, as previously communicated multiple times to ************************, the package received, unpacked, and contents verified by 3 different Starboard customer service agents only contained the broken necklace sent for repair/replacement.  Starboard was not aware a pendant was supposed to have been in the shipment until **************************** email of 1/15/23, since the documents received with the necklace only referred to the broken necklace.  Attached are copies of the document received with the shipment of the necklace and copies of the documents with notes from the receiving and processing department noting that only a broken necklace was in the package.

  We regret to know their pendant was missing from the package.  We have no way of knowing why the pendant and necklace they tendered to their courier, was not inside the package delivered to Starboard Customer Service.  However, based on the notes on the Repair documents, it clearly was noted that only a broken necklace arrived in the package.  A summary of the communications and timeline are in the attached documents, as well as, copy of the documents received with the shipment and the repair document prepared when the shipment was opened.  We are not able to replace the pendant, since we do not have a pendant to replace her pendant with, and did not receive the pendant in the package.
  

  Customer Answer

  Date: 06/18/2023

  
  Complaint: 20052438??I am rejecting this response because:

  
  As previously stated, we got in contact with the representative in charge of our case as early as January this year. She told us that she would write us emails and stay in touch with us, and instead made it impossible for us to reach her. When we called and got to the front desk, we were during several occasions informed that she was in fact in her office, even though she would not pick up her phone when we were redirected to her line. Whenever we were informed that she was out of her office, we left a message kindly asking her to return our calls and update us on our case. after a significant number of attempts over the span of several months, we were able to get the front desk to redirect us to this representatives supervisor. Because of the lengthy and difficult process to resolve our case, due to the unprofessional conduct, and being ignored after our first phone call, we were unable to pursue other measures that wouldve resolve the matter if its indeed, is as this business claims that the package was tampered with at the *** store.If our case had been handled with any manner of professionalism and consideration, we would be happy to accept the claim that starboard cruise services did everything they could to certify that everything was done according to procedure. However, we sincerely find that the company has not acted in a manner, expected and required from a business of its scale and significance.
  
  We once again, ask, the starboard cruise services are able to compensate us in accordance with degree in which we have been miss handled by there employees conduct.
  
  To clarify, with appropriate email or phone responses from customer service, we would have been in a position to take action through other means to ensure that our item was, or was not indeed stolen during packages at the carrier.
  
  ?Sincerely,?

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

  
  

• Initial Complaint

  Date:05/04/2023

  Type:Product 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.

   
  Complaint: 20018164
  
  I am rejecting this response because: clearly I have a documented email from both EFFY and carnival stating the item belongs to you!

  clearly someone on Starboard does not want to do their job and help me resolve this matter.

  if EFFY can clearly check the item with the same paper trail I sent Starboard and even get a Vp involved 

  why cant starboard do the same.

  I have not gotten a lawyer involved but if necessary my next step will be social media, news, and lawyer up, to get a refund $1360 plus my wasted time 

  this is unacceptable and I want a call from the ** of merchandise/jewelry 

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

  Business Response

  Date: 05/05/2023

  On 4/14/23, the consumer's email Starboard letting Starboard know she was reaching out to us after dealing with EFFY for over 5 months now.  Per the consumer's email, EFFY was now telling her they did not sell this item to her  and it was probably ** Starboard.
  She mentioned she has been dealing with Carnival and EFFY with no resolution and she hopes things will be different with our team.
  

  On 4/18/23, Starboard's representative asked the consumer to confirm if she received a Certificate of Authenticity OR a purchase receipt at the time of purchase.  If so, to please provide it to us and we would assist in locating the manufactures information.  On 4/18/23, the consumer provided a copy of a statement from Carnival, but which does not show the item number for the item purchased.  Therefore, Starboard is not able to identify the item number to confirm if the item is a Starboard item in our database. 
  On 04/25/23, Starboard reached out to the CCL Ship where the consumer sailed to confirm if Starboard operates the ** shop onboard that particular CCL ship.  The Gift Shop Manager aboard the CCL Ship let ** know that Fine Jewelry gift shop onboard is operated by EFFY.

  On 04/26/23 Starboard let the consumer know the Fine Jewelry gift shop onboard is operated by EFFY, not Starboard.

  If the consumer is able to obtain a Hiperion receipt from Carnival which shows the item number for the item purchase, we would be happy to re-check who the manufacter of the item is so the consumer can obtain assistance with either a repair or return of the item.  Per the information confirmed with the Gift Shop Manager on CCL Miracle, where consumer purchase the item, the ** retailer onboard is EFFY, not Starboard.

  We regret we are not able to assist the consumer with the issue since it appears the item was sold by another retailer onboard, not Starboard.
  

   

  Business Response

  Date: 05/31/2023

  As communicated to the consumer on 05/15/23, after looking further into the purchase information, we were able to confirm there was an unfortunate misunderstanding regarding the seller of your piece.  EFFY is currently the ** retailer on CCL Miracle, and without the register purchase receipt with the Gift Shop name, and Item Number, the purchase did not appear to be from Starboard.  However, we have confirmed Starboard was the retailer at the time of your purchase on CCL Miracle, before the jewelry retailer transitioned to EFFY. 
  
  Please accept our apologies for the misunderstanding and the timeline to sort this out.

  ******************** return shipment delivered to our facility on 5/23/23, and her refund is in process.
  

  Customer Answer

  Date: 06/02/2023

   
  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.
  
  Sincerely,
  
  ***********************