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:01/30/2023

  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 purchased a pair of earrings and a matching pendant from Maui Divers. I paid $845 for the pendant. Both items are made of rose gold with Tahitian *****s. I dont wear them frequently, for special occasions only. A month ago, I came home to find the pendant missing its *********************. I looked and called where Id been that day - no luck, the ***** is missing. I emailed Maui Divers with the photo of pendant along with earrings (hoping theyd replace the ***** and match the *****s in the earrings, as the original ***** matched the color/hue). I attached a copy of my receipt and the guarantee for repair or replacement without charge. It took 2 emails to get a response. I was told they did not have brown *****s in stock and was asked if I was okay with another color - no, I have earrings with same design and brown *****s. Then I was told that Id be charged $120 for a ********************* replacement. I referenced the warranty and was told the manager would call me. She did call and said that I must have damaged the pendant for the ***** to fall out and that the loss of the ***** was my fault. I was wearing the pendant when I found the ***** was missing, how is this my fault? I explained that I really like this jewelry, it has sentimental value to me, I treat it with care. Id purchased other items from Maui Divers (2 gold and ***** rings - brown and violet color), and was planning future purchases, but not if they dont honor their warranty. The manager said shed inquire with the repair department. I havent heard back from anyone in almost 3 weeks. Ive sent 3 follow up emails. Currently there is no plan for repair, etc. and no one has gotten back to me to make a plan for repair, paid or free. I cant go to Oahu from NY in person to get this resolved.

  

  Business Response

  Date: 02/10/2023

  Hello,

  Our Lifetime Warranty does not cover wear or tear or loss when it comes to jewelry. Our warranty does cover instances when the jewelry is defective due to craftsmanship. At this time, we have been unable to access the jewelry as it is not in our possession. We are sending the customer a return service box via *** to evaluate the jewelry and will be repairing this item without cost to the customer as a good will gesture. 

• Initial Complaint

  Date:11/18/2022

  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 two gold necklaces. I have never worn either. The chains have turned on both of the necklaces. They were supposed to be 14k solid gold but they obviously arent.

  

  Business Response

  Date: 11/21/2022

  Hi,

   

  We emailed her to send back her items so we can test the chain to see what alloys are in the chain and that we are just trying to figure out why it changed to a copper color.  The reason why we wanted to test the chain is because purchase the chains from a vendor.  We only manufacture the pendant.  She did not say that she wanted to refund the item.  However, we can refund her for her merchandise.

   

  We gave her instructions to mail the item back to us.  Below are the correspondence emails.  

  Hello,
  
  I purchased these two necklaces in July. I have not one either. However, the chain on the reef necklace has turned a copper color. I have never had a 14K necklace turn this color.
  
  Please see the photos below. What can be done about this?
  
  Best,
  *******************************
  ************

   

   

   

  you replied
  
  Oct 24, 1:46pm
  you
  **********************,
  
  I am so sorry to hear that the necklace changed color. Please send us the necklace so we can test the chain. Once we test the chain, we can make a decision on what we will do next to correct the situation.
  
  Here is the repair instructions:
  
  We are very sorry that you are experiencing a problem with one of Maui Divers fine pieces of H31343830383235****35H.
  
  Please send your piece of H31343830383235****35H to our ************* and we will be happy to repair it. We recommend you send your piece of H31343830383235****35H to us via The ************* ************** and that you INSURE the shipment for the amount you paid for your piece of H31343830383235****35H.
  
  You may ship your piece of H31343830383235****35H to:
  
  MDH
  Attn: **************** RM #*****
  1520 ********.
  Honolulu, ** 96814
  
  Please be sure to enclose a short note describing the problem you are experiencing and include your name, address, phone number, and email address information. A receipt is NOT required for H31343830383235****35H that bears our official trademark. If the H31343830383235****35H does not bear our official trademark, please include a copy of your receipt, or provide us with as much purchase information as possible (date of purchase, location, etc.). Jewelry that is not accompanied by a receipt will need to be identified and repair time may be delayed. If a stone/pearl/coral is missing, please be sure to advise us of the color and type.
  
  We look forward to receiving your H31343830383235****35H and restoring the piece back to its original beauty.
  
  
  
  Mahalo,
  
  
  
  Official Trademark
  
  
  
  
  *****************************
  Director of Operations
  1520 ************ Honolulu, ** 96814
  direct: ************
  **************
  Fax: ************
  *************************************
  

  
  
  Thank you,
  
  ******

   

  ******************************************;replied
  From: **********************;#**;******************* <************************************************>
  Oct 24, 1:49pm
  
  Test it for what?

   

  you replied
  
  Oct 24, 4:16pm
  
  Hi ********,
  
  We'll test the chain to see what alloys are in the chain. We are just trying to figure out why it changed to a copper color.
  
  Thank you,
  
  ******
  
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18438356
  
  I am rejecting this response because:

  There is no clear place to send the necklaces for a refund.  Please send the address along with the contact information.  I would like the refund honored  

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

  

  Business Response

  Date: 12/01/2022

  Please send your items for return to the following address along with the copy of your original sales receipt and reason for the return.

   
  We recommend you send your piece of jewelry to us via First Class Mail and that you INSURE the shipment for the amount you paid for your piece of jewelry. 
  
  You may ship your piece of jewelry to:
  
  MDH
  Attn: Customer Service
  1520 ********.
  Honolulu, ** 96814

  Returns will take **** business days once your items are received.
  
  Please contact ** at ************** if you have any further question.
  
  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18438356
  
  I am rejecting this response because:
  
  I have sent the items back and would like a full refund. 
  

  I have zero desire to do business with them again. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2022

  The refund has been processed as of December 12, 2022. Attached is a notice of the refund. The other images showcase the gold makeup of the necklaces. The two necklaces were tested and the results showed the pure gold makeup of the 14k necklaces at 60% pure gold makeup, which is 2% higher than the standard 58% pure gold makeup of 14k yellow gold.