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:06/13/2025

  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.

  On 5/10 i purchased a wedding band/engagement ring set for $2404.91 after my wife's ring was broken. Upon recieving the shipping notice i realized it stated the ring was being shipped without being sized, which was a size 7 which is too small for my wife. I immediately reached out to *** and requested details on how to start the return process, which i saved the emails, and they never responded. On Sunday 5/18 i went out of town for work and returned Friday 5/23, then immediately went on vacation with my family. Upon returning Saturday 5/31 i started getting my personal affairs back in order after being away from home for two weeks and realized i hadn't heard anything back from *** so i tried calling them Monday 6/2 and had no luck contacting them. Again, i got busy with work and family stuff during the week and wasn't able to contact them again until 6/10. This time i was able to locate on their website where to create an account, where i can track my orders, and i was able to start the refund/return process. Immediately, they responded and rejected my attempt to return the ring, stating it was outside their 14 day return policy. After several call attempts and a handful of emails, they basically told me it was my problem that they did not reach out when i attempted to start this return on 5/13.Second piece of this... while we were on vacation i dropped the ring off at a local jeweler to estimate what it would cost to have it sized, and potentially soldered together if we decided to keep it. They also offered to do an appraisal, and to my appalled disbelief this returned with a value of less than $500 which brings me to my most concern and reason for deciding to file this complaint. This company appears to be out scamming people of low value jewelry and selling them at a ridiculously marked up value.

  

  Business Response

  Date: 06/23/2025

  Hello,

  We are sorry that we have to keep visiting this issue. We understand that you attempted to return the item initially after it was shipped. Your order was delivered back in May 14th. We get it, life gets busy and things happen, and if the delay in starting the return process or contacting us for a returning the order was a few days after the return timeframe was over, we would have understood and been able to work with you. But attempting to return the item 4 weeks after your have received it is egregious and we cannot accept a return that late. Our return policy is written out in detail and has to be followed.

  We are a small business and not larger businesses like Amazon or another major retailer where we are able to provide a 30 day return policy. When an item is ordered, we have to pay out of pocket to make sure that the item stays in stock and in our inventory and we cannot financially afford to have extra inventory because of late returns. We do not try to hide anything, we have it stated in plain english that the return must be started within 14 days of receiving the order. In our emails, the buyer was notified that ONCE they receive the item, they would need to start the return request for the item. Unfortunately, that was not done within the outlined timeline within the policy. 

  Again we understand that life gets busy and if this was a matter of a couple of days, there would no hesitations or questions, but a month after the item was delivered is long past the time frame and we are unable to accept the return. These the policies that are agreed upon and consented to when the buyer makes a purchase on our website. We sorry that it had caused such an issue.

  Thank You

• Initial Complaint

  Date:03/14/2025

  Type:Billing 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 have made the company are of an identity theft issue and advised that the order was not placed by me. My Affirm account was used as a payment method and has been reported to ****** as fraud. I responded to ***'s order status email to make them aware and they are saying they will be charging a cancelation fee. I believe that they are involved in this activity as they have not answered their phone, you can't leave a voicemail, but they will respond by email. I want this order canceled and my information erased from their system.

  

  Business Response

  Date: 03/17/2025

  Hello,

  As we mentioned to the customer, we are bound by Affirm as the payment processor to process or cancel orders within a timely manner. If this was a case of a fraudulent charge and Affirm deemed it so, they would have immediately contacted us. We let the customer know that for the time being, until we heard from Affirm, we would be treating this order as a cancellation. Per our cancellation policy, there would be a 10% service fee deducted from the refund to cover the payment processor fees that we get charged and do not get refunded. We are a small business and cancellations and non-refundable fees set us back a lot and we need to be able to cover those costs. Additionally, we let the customer know that if and when ****** contacted us letting us know that this was a fraudulent charge, we would process the remainder of the refund. Clearly, the customer is irate as we need to follow certain processes and procedures that we are bound by for all customers.

  In any case, we spoke with Affirm and although, they have NO reason to believe that this is a fraudulent charge, for the sake of the customer, we processed a full refund.

  We have attached the full conversation via emails to this case for your reference.

  Thank You

• Initial Complaint

  Date:12/26/2024

  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.

  I been trying to get in contact with the jewelry store to validate my warranty that they gave on there watches but Im not getting a answer back they seem they just dont care any more.

  

  Business Response

  Date: 01/06/2025

  Hello,

  We have been going back and forth with the customer on the issue they are having. We advised them to send the watch back to us so we can have the watch assessed by our watchmaker to see what is going on. Per our last correspondence with the customer, we gave them the shipping information to send the watch to us. They responded to that email confirming they received the information. Since then, we have not received any tracking information. This last correspondence was sent to the customer on Dec 16, 2024 and they responded on Dec 18, 2024. We have attached the full email thread with the customer. 

  Once we receive the watch from the customer, we can begin the process on our end.

  Thank You

• Initial Complaint

  Date:12/28/2023

  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.

  I ordered a $300 bracelet from this business and paid $45 for expedited shipping. Upon receipt of my email, I noticed an additional optional insurance charge that was added. I emailed the business requested they remove it. They instead canceled my order and wont respond to any messages.

  

  Business Response

  Date: 12/28/2023

  Hello,

  We have attached the transcript of our emails with the customer. We notified them of our policies and the fact that once the order is placed we are unable to change it. We understood their concerns, but it seemed that they would not be satisfied with any sort of resolution. For this reason, we decided to go ahead and cancel the order. The customer's claims of us not responding is incorrect. We require up to ********************************************************** which they are received. We responded to their latest email within the 24 business hours time period.

  At this time, the order has been voided and a full refund has been processed back to the original method of payment for the customer.

  Thank You

• Initial Complaint

  Date:09/09/2023

  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.

  Details of item purchased from JFL:Diamond Engagement Wedding Ring Ladies 14K White **** Pri... Paid: $2,389.99 + $50.00 for sizing = ******* Order number: ************** Item ID: ************ Date sold: 06/21/2020 Quantity sold: 1 Sizing: $50.00 Purchase a ring through their online store on **** August 2020. Less than 1 month (Sept 2020) after purchase a stone fell out of the ring. Contacted JFL as it had a 6 month warranty. I expressed my concerns about the quality/craftmanship because it had only been 1 month & a stone fell out without any damage, or daily wear. They repaired the ring & assured me all was well with the ring including additional loose stones. August 2021, a stone fell out of the ring again. Contacted JFL via email because I really felt as though the ring had poor craftsmanship and was defective. JFL replied it's out of ************ would need to pay to have it fixed & it can happen regardless of how well it's kept. They advised they could build a wall around the center stones but it would change the look of the ring. I elected to have the ring assessed and repaired by a worldwide reputable conglomerate in the jewelry industry. Sept 2021. They advised that ring was poorly designed/made & there were loose diamonds in the ring. Because of this the diamond may fall out again. Contacted JFL via phone because at that point I felt a refund was in order due to the issues from the very beginning & added cost. I was advised that I was outside of the refund ********** would not be getting a refund. Less than 6 months from that repair (12/2021), a stone fell out again/loose stones. It was repaired. I barely wore the ring prior to that & eventually stopped wearing the ring for a while as I was afraid of loosing stones & paying for the ring over again in repairs. Decided to wear for an ************* fell out again (8/2023) w/other issues with stones. Ring not worth the price paid. Ring doesn't hold up to any type of wear. Beautiful ring poor quality.

  

  Business Response

  Date: 09/11/2023

  Hello,

  We are sorry to hear about the issues you have been facing with your purchase. We try our best to ensure that all customers are satisfied with their purchase.

  Looking back through our records of communication with you, we see that you purchased the item back in 2020. We see that you had sent the ring to us back in September of 2020 where we repaired the ring for you under the manufacturer warranty and had our diamond setter assess all the diamonds on the ring to ensure they were securely set. After that, we see that you had messaged us via **** on August 12, 2021. We had responded to that message, but since then, we never heard back about the issue. Since we did not hear back, we thought that everything was taken care of on your end. We are not sure if you had gotten your ring repaired by local jeweler since that last communication.

  As part of maintaining any jewelry, especially gold jewelry, we always advise that the ring is sent in for cleaning, maintenance, and inspection every 6 months to a year. This is because gold is considered to be a softer metal which makes it more malleable. This means that when we are wearing a gold jewelry, especially rings if, during normal use, you may accidentally collide against things without knowing. This is a very normal thing and happens often. When this happens, the prongs that hold diamonds weaken over time which, in turn, cause the diamonds to fall if the prongs are weakened enough. This is why a bi-yearly inspection is high recommended to ensure that the prongs are maintained properly. 

  Unfortunately, since we did not receive a response back in 2021, we had no idea what was going on. You are more than welcome to email us at *********************************** with all the details and pictures of the ring and its current condition and we can see what we are able to do about it so you do not face these issues in the future.

  Thank you for your time.

  JFL Inc.

  Customer Answer

  Date: 09/11/2023

  Thank you for your response. In my complaint filed, I stated that I elected to have my ring repaired elsewhere the second time due to the issue happening again after it was repaired by JFL and I was told it wouldn't happen again and I was going to be charged for the repair. At no point in time was I ever advised to send my ring to JFL  or take to any other jeweler for bi-annual servicing. I am being advised of that now after several repairs that were done to the ring. Every time the ring had an issue, I had to get it repaired. That makes 4 repairs to the ring since 2020. That is too many repairs to a ring in a 3 year timeframe. This is something that if it happens should happen over the course of years. Particularly since I did not wear the ring daily and did not wash my hands or do labor intensive work with the ring on. The ring was just repaired again and I am horrified to wear the ring because I am scared a stone will fall out again. The repair costs are too much and it is not fair to me as a consumer to have to keep paying for something that is supposed to last a lifetime. If you all offered a lifetime warranty to cover all parts of the ring, then I would feel better about the ring, but you do not and I am reaping adverse consequences. As previously stated, I tried reaching out to you all about my concern because something didn't seem right about the ring. But, I was told I would have to pay and I could not get a refund.  I did that before and the ring did not hold up to your guarantee. So, I am sure you understand why I did not contact you again. You had already given me your answer. After this last stone falling out, it was clear that this ring was not what either of us hoped it would be. Again, the ring is absolutely beautiful and am sad that this has happened. My husband sacrificed at the time to get it for me. But, we are putting more money into the ring and that is not the purpose of why he purchased it.

  

  Business Response

  Date: 09/19/2023

  Hello,

  Thank you for your response. We understand your apprehension in the matter given your past experience. We want to apologize for the subpar communication and the way your situation was handled previously. We are happy that you like your ring and we want to make sure you are able to enjoy it for a very long time. 

  At this time, in order for us to get a better idea of the situation, we would need to see the ring and see what is going on. Although there may be some costs involved in repairing the ring, we will do our best to help reduce the costs as much as possible for you. As always, we will run all the costs by you prior to working on the ring to make sure you would be alright with the costs.

  If you choose to send the ring to us, please ship it to:

  JDT Team
  RMA# JFLBBB-WS
  *******************************************
  Ste 8N312
  Atlanta, ** 30303

  Please be sure to securely package the ring to avoid any damage while it is in transit. Once you have shipped the ring, please let us know the tracking number. You can email us with the tracking number at ***********************************.

  We want to make sure that you are taken care of and you are happy with your ring. 

  We look forward to hearing from you and hope you can give us one more chance in rectifying this situation.

  Thank You

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20578142
  

  Greetings and thank you for your response. However, I am rejecting this response because: the ring has already been repaired for the 4th time. As stated in my previous message "Every time the ring had an issue, I had to get it repaired. That makes 4 repairs to the ring since 2020. That is too many repairs to a ring in a 3 year timeframe. This is something that if it happens should happen over the course of years. Particularly since I did not wear the ring daily and did not wash my hands or do labor intensive work with the ring on. The ring was just repaired again and I am horrified to wear the ring because I am scared a stone will fall out again. The repair costs are too much and it is not fair to me as a consumer to have to keep paying for something that is supposed to last a lifetime. If you all offered a lifetime warranty to cover all parts of the ring, then I would feel better about the ring, but you do not and I am reaping adverse consequences."  I have attached pictures to show the ring has been repaired. My resolve is that I receive a refund of all monies paid for this ring. Again, you all do not offer a lifetime warranty to cover the whole ring so I am not satisfied that this won't happen again. Thank you very kindly and I look forward to your response.
  
  Sincerely,
  S W

  

  Business Response

  Date: 09/20/2023

  Hello,

  We understand your position. Unfortunately, we do not offer a lifetime warranty as some local jewelry stores might be able to do. This is plainly because those stores build the potential costs that they may incur from the warranty claims into the pricing, where as, in order to keep the prices low for customers, we do not offer the lifetime warranty.

  We understand your apprehension and we would feel the same way in your situation. Since you are not comfortable with another repair, please let us know what your thoughts are and how we can approach this with your assistance.

  Thank You

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20578142
  

  Greetings,

   

  Thank you for your message.  *************** to the following statement in your recent message: "Since you are not comfortable with another repair, please let us know what your thoughts are and how we can approach this with your assistance."

  My response: As I stated in my previous message, the ring has been repaired again for since this complaint was filed for the 4th time. I do not need JFL to do any repairs at this time. I filed a complaint because the ring is not holding up to the guarantee JFL initially provided me via email after the ************. In 3 years the ring has been serviced four times which is too many. Honestly, the 1st repair was too much because a stone fell out in less than 3 months after purchase. I am requesting a refund of all monies paid for this ring. I sent pictures in my last response showing that the ring has been repaired.  The pictures were live pictures of the ring in its current state. I greatly appreciate your cooperation in this matter.and would greatly appreciate moving forward with the refund.

  Sincerely,
  
  S W

• Initial Complaint

  Date:02/18/2023

  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? purchase a herringbone necklace from JFL the clasp came off immediately. The items was returned to be repaired on January 19 via mail. On January 20th the *** tracking number 1Z2FV3214240641460 was sent to us stating the item was returning. We have not received the item. And the *** claim has been closed. I? am seeking a full refund of $718.19 due to amount of time has taken due to the loss of the item from the merchant through their preferred shipper.

  

  Business Response

  Date: 04/10/2023

  Hello,

  Since the filing of the complaint, this issue was resolved and a refund for the lost package was reimbursed to the customer. We apologize that this happened and were happy that we were able to resolve the issue.

  Thank You

  JFL Inc.