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:03/07/2025

  Type:Delivery 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 placed an order for a photo projection bracelet on Feb 24 , 2025 for the amount of ***** from this seller this was supposed to be delivered by march 5th , i ordered a second item a necklace days later , after seeing the initial tracking showing a over seas carrier in possession of the item i quickly questioned the origin of the item as this was clear false advertisement, this was not shipping from ******** or the US at all , and because of that i am forced to deal with shipping delays that will go on for who knows how long , had i known this was coming from overseas i would of never ordered from this seller , I've been given the run around and phony excuses over and over from the seller , i just want my money back and the order cancelled . This false advertising shouldn't be allowed , if it comes from ***** it should say so , not ******* . Check the tracking number and you will see its far too long to be just a **** number and that its carried by **************** for no reason other than its coming from over seas , its sad know online sellers cant be trusted because of people like this. I don't want to hear , i have called to check on your order again or it must be stuck at the carrier facility over and over again , these are obvious lies and excuses while the package slowly makes its way over seas , this is a disgusting situation and is ruining a planned time sensitive gift.

  Business Response

  Date: 03/09/2025

  Hi *****, thank you for reaching out and sorry for the unexpected delay by the shipping company! I have checked and your order was refunded already 11 days ago. Attached please find the refund receipt!

• Initial Complaint

  Date:02/21/2025

  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.

  I made my purchase on January 25th (a customized necklace and a ring), when I submitted my order they told itll take about 2-3 weeks for the package to be delivered. The last update I received about it was on February 15th: **** is awaiting for the item and it already departed from shipping partner ****************. It is a domestic shipping, so it is going to be almost a month since I first ordered and a week since the last time my package moved, I contacted the website and no answer, **************** and no answer (it says that the package is located in ***** but they dont even have a location there, just in *****), **** and they said that they havent received any package. Ive been waiting for an answer and no one can tell me why my package is delayed or why it is shipped from a *************** if the website states that they are located in *******. It ordered it as a gift but its been delayed for weeks, am I gonna really receive the package?

  Business Response

  Date: 02/23/2025

  Hi, your package is currently in transit to **** and your tracking will update soon when **** receives the package. I called and made sure your package is still moving. There was a delay at the end of the shipping company, but your tracking will update shortly!

  Customer Answer

  Date: 02/24/2025

   
  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:02/15/2025

  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.

  I ordered two bracelets on the 3rd of february for a loved ones birthday which is at the end of the month. i ordered it early just to make sure itll be here in time, but it is now the 16th Feb and ive received no shipping updates whatsoever. it still says my package is pending.

  Business Response

  Date: 02/17/2025

  Hi, I checked and your order is at your custom right now! It should arrive soon once it's released from there!
  
  You can track your order here and your tracking will update when the package arrives in *********!
  *******************************************************************

• Initial Complaint

  Date:12/24/2024

  Type:Delivery 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.

  Placed the order on 12-4-2024 for a necklace which contained a picture inscription. On 12-5-2024, I emailed the picture to be used for the necklace. The website stated it took four days for production of the necklace after the image was received. On 12-11-2024, I received an email stating that the necklace was about to be shipped and received the **** tracking number: ******************************. On 12-16-2024, I checked to see the status of my package and realized it still hadn't been shipped. I texted the company and asked where my package was. They responded back and stated the package was stuck. On 12-17-2024, they stated they called and stated there was a delay with the shipping company, but the package would be shipping shortly. On 12-20-2024, I reached out to the company again because I hadn't received the package and it still had not been shipped. They responded that they are waiting on a response from the shipper and would let me know what happened. They never responded back. This gift was expected to arrive before Christmas, and I have not received it. I would like the gift delivered as promised. If they will not provide the product, please provide a refund.

  Business Response

  Date: 12/25/2024

  Hi, thank you for reaching out. I checked and your tracking number says your package is scheduled to arrive on Dec 26th, and you can track your package here:

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

   

   

• Initial Complaint

  Date:12/05/2024

  Type:Delivery 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 ordered a ring on November 26th. Although it says the company ships from ******* on their website, the tracking consistently says it is being shipped from *******, Tx, which is only 4 hours from where I live and not consistent with the information provided on their website. After I noticed that my package should have shipped out by now I messaged them. There response was that my package was stuck and they would call to check on it. After getting no update on my package, I had to message them to see what is going on. They told me that my package was delayed due to the shipping company (****). However, **** hasnt received my package at all and has been saying on the official **** website that they have been awaiting the package for 8 days now. When I messaged them to cancel an accidental order, they did it with ease and quickly. However, when asked about my package and even stating that I ordered it because the website said itd be delivered before Christmas, they are slow to respond, stating excuses that do not match with my order status.

  Business Response

  Date: 12/07/2024

  Hi, sorry for the inconvenience. We called and made sure your package is still moving. There was a delay at the end of the shipping company, but your tracking will update shortly!

  Your order is expected to arrive within 7 days!

• Initial Complaint

  Date:04/23/2024

  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 purchased two sterling silver rings for $27.11 from Perimade on February 17, 2024. They were advertised as black and silver, but what I received were light and dark gray (see "#1 order confirmation (ring color marked in red)," "#2 'order delivered' ******* * *** the dark * light gray rings received- shown below a true silver ring").I immediately contacted the company via email and text (they had no number for calls) (see "#4 email exchange re ****** * *** text thread re ******). When I couldn't even get an address * instructions for a return, I asked my mom to try with her phone * email (see "#6 my mom's text re ******; unfortunately, she sent her email via their website contact form and they didn't reply- so we have no copy).All messages where we even just asked how * where to return the rings were ignored- even though ************************************************************* says that purchases may be returned for a refund (whether defective or not) within 90 days and says to contact them via email * "follow the instructions" (see #8 return policy" * #s4-6 communications). (FYI-they did respond to questions asked as a "new" customer and even responded to an email saying that I had a problem, but -as soon as we mention the word "return" - we get no answer.)My mom finally realized she could contact Perimade via Etsy (where she purchased a similar pair of [actually black * silver] rings a year or two ago) The Perimade Etsy representative also will not admit company fault so far as the rings not being silver and black and also will not give us an address * instructions for a (no-fault) return (instead offering partial refunds and noting that if we returned the rings wed have to pay a $5 restocking fee in addition to return shipping) (see #7 my mom's etsy thread re rings). But the Perimade website says only that I have to pay shipping back (see "#8 return policy"). I would like to return the rings for a full refund (* hopefully, also, shipping). Thank you!

  Business Response

  Date: 04/24/2024

  Hi, thanks for reaching out and sorry for the inconvenience. You can return the ring back to *****************************************

  The return cost is paid by buyer and there will be a restocking fee of $5 for each item.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21615536
  
  I am rejecting this response because:
  

  There are no instructions for making the return (just the address).

  Also, I believe I should receive the full $27.11 and reimbursement for return shipping (the Perimade website says nothing about a restocking fee being charged for returns, and the rings were advertised as black and silver, but what I received was dark gray & light gray). (The Perimade webpage about returns, my receipt with the item description, & a photo of the rings- which confirm what I am saying-were included in my previous message.)

  Thank you very much for your attention into this matter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/28/2024

  Hi ******,

  Sorry for the inconvenience. We have issued a full refund on your order and you don't need to return anything back to us. Please keep the item as a gift from us. Thank you again for your support to our small business.

  Customer Answer

  Date: 05/04/2024

   
  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.  
  

  I think it would help future customers if they would alter their product description (I.e., describe the rings as light & dark gray) and note, on their website, that customers are not only responsible for return shipping but that returns are ALSO subject to a $5 per item re-stocking fee. People need to know these things BEFORE they make a purchase. 

  However, the refund works for me. I will give the rings away. Thank you!

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

• Initial Complaint

  Date:01/31/2024

  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.

  On January 25th I ordered a bracelet that is customizable with 2 photos. I sent an email (per their FAQ page on how to send photos) and it went through successfully). I heard nothing back on confirmation of receipt of photos as I asked in the email (this gift was for someone dying of cancer and I put that in the email as it was time sensitive). I went into the Shop app to see status and decide to message them through there. They stated they have not gotten photos and at this point quite a few days have passed, and the bracelet is now not needed. Then they asked me to send the photos a few days later in a message chat that doesnt allow for photos to be sent and they told me to email it, but their email doesnt work!! It didnt matter because at that point, so much time has gone by. They said they cannot refund me because its a customizable item. I told him it has not been customized yet. The order hasnt even been touched. They refused to refund me. I stated their email address stopped working and the first email that had gone through. They never responded to and they said they couldnt find it. I have proof that it went through and I will attach it here. I have proof that theyre refund policy states a refund will be given if requested. I have made it very clear that this was a tiny sensitive item and our website claims it takes 3 to 5 business days to ship and today is the 5th business day and it hasnt even been started yet it because they lost my original email and now the email doesnt even work. They have denied me several times for a refund when I told him Im not going to get the bracelet or customize it and then they offered me $5. What company wont refund somebody on a product that hasnt even been touched yet. It sounds like a scam to me and I want my money back.

  Business Response

  Date: 02/03/2024

  ***** ordered a customized item and asked cancellation two days after his order was placed. Then he begin to ask to return the product after we told him his order has already started. We have clearly stated in our shop policy that the customized item can't be returned because we are not able to resell it.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21226714
  
  I am rejecting this response because:

  
  A customized product is a product that has been customized for the customer.  It is not considered customized until that point.  Before that point, its a customizable product not customized.  The item has not been customized as they do not even have a photo to apply to the bracelet because their email did not work.  It was never shipped or received either so I have no product.  So no, there was no customization and I have never received a product. This is a terrible way for a company to treat a customer. The amount of the bracelet is very minimal and its not the amount of money that concerns me, its how they are taking peoples money and giving them nothing in return. Its how their email doesnt work and how they respond to their customers and making them liable for their products that are not as described or customized. You cannot charge for a customization when there is no customization. They dont even have photos to use.  They keep asking me to send the photo in an email so they can customize it, which means it has not been customized yet and I keep responding that the email doesnt work and it keeps coming back undelivered. I have proof below. So Im between a rock and a hard place with no product, no customization and no way to get the photos over there. Bottom line: I dont have a customized product, or any product for that matter, so Im not paying for anything.  And if they decide to send the bracelet without any customization, it would be returnable and refundable because its not customized.
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/08/2024

  Our customer service email works with no problem. In fact it is the same email address we received this BBB complaint as well as buyer's first couple emails before buyer refuse to send the photos.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21226714
  
  I am rejecting this response because: I have provided copies of the message returned twice. The first time it was sent when I originally placed the order I did not get a return email but I also never got a response. The second two times that I tried sending the photos it got returned message undelivered (Please see my original documentation attached). I was also prompted to send it in a message feed off of a Shop app, which has nothing to do with this company, but it works with all the orders you put out with different companies. You cannot attach a photo. 
  

  Im in the process of taking further action..

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

• Initial Complaint

  Date:12/21/2023

  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.

  There is no photo in the necklaces. There was supposed to be a picture of my husband who was murdered this March in one and a photo of my daughter and myself in the other and nether one of them have a photo in it.

  Business Response

  Date: 01/07/2024

  We have checked every item before shipping and made sure the photo was there. Otherwise we would not even know if the item should go to this customer or someone else. As clearly stated in our policy. Custom items can't be returned or refunded. We'd love to help the customer with a free replacement if he is not satisfied with the item.

• Initial Complaint

  Date:12/16/2023

  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 paid for jewelry and ordered it early because my family had an early christmas celebration date. Their website claims 5-7 day shipping and 24/7 customer service. Its been well over 7 business days and they have not shipped my order. They created a tracking number but it has not been given to ***** I got one reply theyll look into it but now they have stopped responding to my emails. I want a refund and transparency.

  Business Response

  Date: 01/01/2024

  Order was delivered in or at the mailbox at 3:42 pm on December 18, 2023 in ****************.
  
  
  

• Initial Complaint

  Date:12/15/2022

  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.

  I was charged for a custom product, but never received the email with further instruction on how upload my photo for my order. The website claims to have 24/7 customer service and even a live chat option, but no one will answer my emails or chats. It feels like a scam. I want a refund. I am very disappointed with the false claims related to prompt customer service.

  Business Response

  Date: 01/09/2025

   It was during the holiday season so there was a delay in response.
  We have received the customer's customization information and the order has been successfully processed and delivered. Attached please find the screenshot of the order page with tracking number showing the order was delivered.
   
  Best regards,
  Perimade & ***