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:10/28/2022

  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 jade bracelet from Yin Yu Jade.com on 10/21/22. I paid for express shipping as well $ 25.00 extra. When the bracelet arrived, it was very clear that it was not jadeite jade. It was apparently clear it was serpentine that is dyed with small cracks and bubbles. When I went online I came across a complaint board regarding Yin Yu Jade and Kathleen K*******. The same day I received the jade bracelet, I called the number on the website and emailed her to ask for a refund and an RMA number so I can return the bracelet. I never received a response. However, this seller does respond only to texts and when she does, it takes time for the response to come. The wording in the emails and texts I stated that the bracelet was heavy and big, this wording I used was to appease Kathleen K*******, so she wouldn't be apprehensive regarding refunding the $ 213.00 I spent in total for the jade bracelet. However, below is my entire order, text responses, information on Kathleen K*******, and customer reviews on her jade her allegedly jade bangles.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 10, 2022/11/20) */
  This is the response I mailed to BBB November 7, 2022 but BBB stated it was not received:
  
  The Ying Yu Jade order #**** October 21,2022 Gorgeous Green Chinese Jade Traditional Round Style Bangle Bracelet 62mm (NJRJ-98)
  
  Customer contacted me when she received the jade bangle bracelet and wanted to return it because she stated "the size was not good for her". I want my customers to be happy not only with their jade, but also with customer service. I informed her I would exchange it for a size that fit better. I informed her of the Security, Policies, Shipping and Returns. I am charged a fee for capturing a credit card payment, and another higher fee when I need to make a refund. Shipping is not refundable. And since most items are one of a kind, there is a restocking fee. I offered to make the exchange without and deductions. I did not hear back from her, but received the bangle bracelet return. The price of the bangle was $188 and she paid for USPS Express Shipping, which is not refundable, and $25 shipping = $213 - $21 for credit card, -$25 shipping -$18 restocking. $149 refund.
  
  I was surprised to receive the BBB complaint that it was "not jadeite jade". The description states it is Chinese jade which is not the gemstone jadeite. However, it is as described: "These jade bangle bracelets are genuine and natural Chinese jade made by YYJ jade carver in China. He buys the jade rough directly from the jade mine and makes as many as he can get from the rough for Ying Yu Jade." Jadeite can be tested by refraction to know if it is genuine. Chinese jade cannot be tested because it is not gemstone. If customer had informed me it was "fake jade" I would have explained more about Chinese jade, and referred her to more information on my Blog. ******** is one of the best Chinese jade bangle bracelets, very good color and rare classic round shape.
  
  I have been selling jade online 23 years and understand customers and their "problems" with jade and jadeite. And I am sorry when they are not happy with the product, and customer service.
  
  
  Consumer Response /* (3000, 13, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This business should not be surprised by my response due that they had complaints from other customers over the same issue. However, what I will do is not do business with this seller and accept the money that they had refunded. I will never do business with them again. I do urge other customers to do their homework on this business before purchasing from them. There are many other companies that sell authentic jade jewelry. I have bought jadeite jade from brick-and-mortar businesses before that are from Burma and will only work with their own people. These sellers are the real deal which you can trust. I call this a lost and will close this complaint. Customer beware!
  
  
  Business Response /* (4000, 15, 2022/11/23) */
  The customer contacted me after receiving her jade bangle bracelet that the size was not right for her. I responded that I would help her find her best size, and use her purchase price as a store credit.
  However, she returned it without a response. I still have her email in the file.
  I am surprised the complaint to BBB is about the quality of the jade, "fake jade". The description is "Chinese Jade", in the title, and full description.
  It is NOT Burmese jadeite as the customer claims. It is genuine and natural Chinese jade, mined in north east China. Burmese jadeite is a gemstone that can be tested by refraction. Jade and jadeite are very different.
  Perhaps the customer purchased "fake Burmese jadeite" from another seller that should receive the complaint. Customers occasionally complain about the jade but I do my best to either exchange, or refund.
  It has been a problem for my business that customers do not understand about jadeite. And mistakenly blame me for "being fraudulent".
  When I received her return, I immediately refunded minus the restocking fees that customers accept when they purchase from Ying Yu Jade.
  
  
  Consumer Response /* (4200, 17, 2022/11/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We will not go back and forth with responses. However, this company Yin Yu Jade, Heavenly Jade has a bad track record regarding its business practices and items. Yes! I have AUTHENTIC jade bracelets from highly respected qualified sellers that have been dealing in the jade business longer than this seller! I don't need to rebut the seller's response. I am letting go of this complaint. Kathleen Knoderer has refunded most of the money. She will never have my business again!
  
  Customer's Responses:
  
  ****************************************************************************************************************************************************************************************************************************
  
  Please close this case. The seller's track record speaks for itself. They will never receive my business again!