Complaints

This profile includes complaints for Claire's Accessories's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Claire's Accessories has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Claire's Accessories

  2400 W Central Rd Hoffman Estates, IL 60192-1930

• 

  Claire's Stores, Inc.

  6200 20th St STE 536 Vero Beach, FL 32966-1086

• 

  Claire's Stores, Inc.

  500 Southpark Ctr. Rd. Strongsville, OH 44136

• 

  Claire's Boutique

  New River Valley Mall Christiansburg, VA 24073

• 

  Claire's Stores Inc

  3001 White Bear Ave N Ste 2050 Saint Paul, MN 55109

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:06/11/2025

  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 placed order #********* on May 22, 2025. It was marked as delivered through ****. I contacted Claire's ASAP to let them know about the issue. I told them I needed the order by Saturday for a gift. I was told to wait a couple more days to see if it shows up, and if it doesn't, I can call back for a refund. I called back the next week to let them know I still hadn't received my order and was told she was processing my refund on June 1.25 and it should show up in 5-7 days. I called back on June ***** because I still haven't gotten my refund. This *** told me I wasn't being refunded and to contact **** to open a claim. I am fed up with the back and forth and lack of communication with Claire's. This has been very upsetting, and they won't even do the claim or really investigate my issue. She literally said because it was marked as delivered, we can't refund it. This is totally unacceptable, especially because I was told twice that I would be. I will not be out of money because they don't want to help. I am again requesting my refund before I contact my bank. 

  Business Response

  Date: 06/26/2025

  Hello Donnei, 

  We apologize for the inconvenience. 

  We show that the order was delivered to the shipping address that you provided. 

  As an one time appeasement we have issued a full refund to the original payment method. 

  Thank you,

  Claire's Team

   

   

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23454342, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Donnei T

• Initial Complaint

  Date:06/07/2025

  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 came to store 6754, ticket # *****, to get my 6-month-old daughter's ears pierced on 6/6/25. I left with uneven piercings because she decided to go down a notch while piercing my daughters ears and didn't say anything until afterwards. Her nails were extremely long also, so that probably played a part too. Giving me a discount is not good enough. Like this is permanent, and apologizing is not good enough either. She kept apologizing, saying, What can she do?" My daughters ears are already pierced and cant be removed at the moment. This was so unprofessional, and I still had to pay. Why?

  Business Response

  Date: 06/09/2025

  Hello *********,

  Thank you for reaching out to us, and we are truly sorry to hear about your daughters piercing experience. We completely understand how upsetting and frustrating this situation must be for both you and your daughter. We appreciate you taking the time to provide us with the details and for your patience as we work through this together.
  While our piercing services are non-refundable, as outlined in our terms of sale, we do want to make this right. Were pleased to let you know that we can approve a complimentary re-pierce for your daughter on the one earlobe in question.
  Please remove the earring from that ear and allow it to heal completely. Once youre confident that the area has fully healed, kindly reach back out to us on this same email thread at least 72 hours before with the date you want to schedule the re-******.
  Again, we sincerely apologize for your experience, and we truly appreciate your understanding and the opportunity to resolve this for you and your daughter.
  
  
  
  
  Thank you,
  ****** *. 

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service 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.

  Claire's has a tiered rewards member program in which you receive benefits such as a $10 off birthday coupon sent to your account on your birthday month. I did not receive mine for the month of May despite being a top rewards member with Claire's. I politely emailed Claire's customer service support informing and requesting my missing coupon with provided proof and they responded that they will reach out in 48 hours but never did. When I reached out to them again they now claim that I must be subscribed to their email promotions in order to receive my coupon, therefore I must wait until next year 2026 for it. However, I have repeatedly provided photo PROOF that I ALREADY AM a member subscribed to their promotional emails, in which they are lying that I am not signed up and are now using it as an excuse to not issue my coupon per their own policy. This is deeply unfair and ridiculous as it's already required to spend a certain amount within a calendar year in order to be a tiered member, which would make me unable to redeem for next year as I am not interested in further spending nor waiting a year for a coupon that won't arrive. This is once again very poor customer service from **********************.

  Business Response

  Date: 06/04/2025

  Hello ******,

  We apologize for the inconvenience. 

  Our records indicate that you unsubscribed from our direct emails on September 6, 2024. 

  The emails that you are referring to that you still receive are marketing emails. (Promotional)

  In order to receive the personal emails that are associated to your account, you must be opted in to receive the direct emails. 

  As an appeasement I have added the points to your Loyalty account so you will see two new $5 rewards to use towards your next purchase. 

  Please log in to your Loyalty account and opt back in for the direct emails or you may contact our Customer Support team to request to be opted in. 

  Thank you, 

  Claire's Team

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 a Claire's ****** rewards program member. I did not receive a $5 birthday reward coupon for the month of May. I didn't know I had to subscribe to marketing e-mails in order to qualify for the $5 birthday reward. I thought by being a rewards club member then the $5 birthday reward it would appear in my Claire's account. I logged into my Claire's account on the ********************** website and I did not see the $5 birthday reward there. There was another type of $5 reward (I think Claire's calls it a $5 anytime reward) in account, but it was not the $5 birthday reward. How come the other $5 reward showed in my account and I didn't have to subscribe for the marketing e-mails for that other type of $5 reward? When I contacted Claire's customer service via e-mail and phone call they said I have to be subscribed to marketing e-mails in order to receive the $5 birthday reward and then a $5 birthday reward code gets sent out via e-mail at the beginning of the birth month (May). I do not want to receive marketing e-mails because I receive a lot of e-mails in general. In my opinion, I don't think it is right that I have to subscribe to receive marketing e-mails in order to receive a reward coupon. I would like to request the $5 birthday reward coupon/code to be e-mailed to me without having to subscribe to marketing e-mails or can the $5 birthday reward coupon please be added to my Claire's ****** rewards account without having to subscribe to the marketing e-mails or if Claire's can issue a $5 credit that I can use in a Claire's store. Hopefully, BBB can please help resolve this issue. Thank you very much. 

  Business Response

  Date: 06/16/2025

  Hello *******, 

  We apologize for the inconvenience. 

  I do see that you unsubscribed from our emails on 12/14/2024, therefore you did not receive an email for your birthday. 

  In order to receive emails specifically for your Loyalty account you must be opted in for our Direct email. The Direct emails will be sent to you regarding your Loyalty account. 

  You do not have to be opted in for our Marketing emails. Marketing emails are sent to all customers that have provided an email address and would like to receive marketing emails. 

  Your $5 anytime rewards are added to your account as well as an email is sent to you to let you know that you received an Anytime Reward. Your Birthday code is sent to you specifically through our Direct emails. 

  In order to be eligible and receive your Birthday code for **** please log in to your Loyalty account and make sure to opt in for the Direct emails. 

  In the meantime, I have added a $5 Birthday reward onto your account. 

  Thank you, 

  Claire's Team

  Customer Answer

  Date: 06/18/2025

   
  Complaint: ********
  
  I am rejecting this response because:  
  Hi,
  Regarding BBB case # ******** can Claire's business please check if I am currently signed up for the loyalty rewards club member direct e-mails only and not the marketing e-mails. I do not want to be signed up for any type of Claire's marketing e-mails or marketing text messages.
  Please e-mail back.

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

• Initial Complaint

  Date:05/27/2025

  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 5/12/25 I made a purchase at Claires. There was a special buy one item get the 2nd for $7. I purchased nose jewelry which should have been $14.99 however the clerk rang up the wrong item for $16.99 and I did not realize it till I got home. She was so busy talking to other people and had jewelry all over her counter and was not paying attention. On 5/18 I went back to the store with the incorrect item and my receipt to merely exchange it for the correct item. When the clerk rang up correct item, she only gave me credit for $12 saying that was the return price which I understand if I actually returned it because then I wouldve paid full price for the second item if I had kept only that item instead of the promo price of $7. When the clerk rang up the correct item at $14.99 I ended up paying an additional $3.20. I tried to explain to her that Im not returning the item Im just exchanging it so I should get full credit for the incorrect item which was not my fault to begin with and they should be giving me a credit to my card of the difference. If I would have returned the incorrect item for a refund then yes I wouldve expected only a $12 refund however as I said I exchanged the $16.99 item for the $14.99 item and I kept the $7 dollar promo item. The total price of the original sale was $23.99 plus tax of $1.68 equaling $25.67 if she had rang the purchase correctly from the beginning with the correct item it wouldve been $21.99 & tax of $1.54 equaling $22.53. There is no way that I should have paid more for an item that was less than the original. I should be receiving a credit of the $3.20 additional payment and the difference in the incorrect item ($16.99) & the correct item ($14.99). 

  Business Response

  Date: 05/28/2025

  Hello *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced during your recent visit to Claires.

  After reviewing the receipts and transaction details you provided, we see that the return price of $12.00 was refunded to you on 5/18/25 and was applied as a credit to your purchase, resulting in a final cost of $3.20. Our sales associates are trained to follow our system protocols, especially during B1G1 promotions, and they are unable to override the system when the receipt clearly indicates return prices for purchased merchandise.
  

  We understand your frustration regarding the exchange and the additional charge. To resolve this matter fairly, we have offered you a Claires gift card equivalent to the amount you believe is owed. Since our store location is unable to reverse refunds directly, this is the best way for us to ensure you receive the appropriate credit.

  We truly appreciate your understanding and patience. Please contact our customer service team at *****************************************************  and we will be happy to assist you further if you would like to receive a Claire's gift card for the amount you are requesting. 
  

  Thank you for being a valued customer.

  Thank you,
  *** *.

  
  Tier II Support | *************
  **********************;| ******* Estates | IL 60192
  (p): 1-888-CLAIRES | (e): *****************************************************
  Hours: Monday - Friday 8:30 am 6 pm, CST

• Initial Complaint

  Date:05/12/2025

  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 placed an order online and paid for express shipping because the website stated my order would be delivered by Friday, May 9th. I would not have placed the order at all, nor paid the $13.99 express shipping fee if it was not delivered by May 9th, as I needed it for a party I was attending away from home on Saturday, May 10th. When I received the tracking number, two things were clear: 1) the order would not arrive by Friday, May 9th, and 2) the order was not shipped via an express method (I confirmed this with the carrier). Claire's Support suggested that a refund of the "express shipping" fee would be no problem once the order was delivered. When the order was delivered on Monday, May 12th, I contacted them about the refund, and they told me they do not refund shipping.

  Business Response

  Date: 05/14/2025

  Hello ******,

  We apologize for the inconvenience. 

  We see that the order was placed on 5/6/2025, we shipped the order out on 5/27/2025 and the order was delivered on 5/12/2025.

  The website provides an estimated date for the carrier, this is not a guaranteed date. 

  We do see that the order was shipped out via *** Mail Innovations Expedited, this is express shipping. 

  We have issue the refund for the shipping of $13.99 on 5/13/2025, this should reflect on your account within 2 - 3 business days depending on your banking institution. 

  Thank you,

  Claire's Team

  Customer Answer

  Date: 05/14/2025

   
  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:04/18/2025

  Type:Customer Service 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 received 4 ear piercings at Claire's in November 2024, two on each ear lobe, once completed both ear piercings in each side were basically on top of each other where I couldn't fit 2 earrings next to the other. They gave me a "rapid" solution for healing so once I was able to change my earrings out I couldn't wear both due to it being so close together. I reached out to Claire's to advise including pictures and my receipt, they advised they can redo them once they heal. I removed the earrings and as I was searching for a Claire's location that had decent reviews to have them redone to no one's surprise that such place doesn't exist. I have zero confidence that if I were to get them redone they would be done correctly and I already have TWO holes in each ear that will show permanently that I have no use for due to Claire's staff not being trained to provide this service. I am not confident to add 2 more new ones, totaling 8 holes in an ear lobe. I requested a refund as the service they provided was done incorrectly. If my ************ was infected I would understand it would be hard to prove if it is something I caused or the place of business. However, in this case this is caused by the incompetence of the staff and lack of training. I have zero cause to this affect and Claire's should take the accountability to make it right. I have paid a lot of money and have nothing to show for it as I am unable to wear the earrings. Attached is the only two earrings I was able to use to put in and be able to show how close they are together. Any other earring I tried was not able to fit and I couldn't use both holes. I would have to remove one and not wear the other. I am asking for a refund and for Claire's to make this right and take the accountability of their lack of properly trained staff. 

  Business Response

  Date: 04/21/2025

  Hello ****,

  Thank you for reaching out again regarding your ************ from November 14, 2024. As previously communicated on January 13, 2025, our terms of sale clearly state that our piercings are non-refundable. We did, however, offer you a complimentary re-piercing on January 14, 2025, and advised that you contact us 72 hours in advance to schedule this service.
  

  We understand that you reached out again on April 17, 2025, to request a refund. Unfortunately, we are unable to fulfill this request. However, we would like to remind you that the offer for a complimentary re-piercing still stands for the next seven days. Please let us know if you would like to take advantage of this offer, or we will need to close your case.
  Thank you for your understanding.

   

  Thank you,
  *** *.

  
  Tier II Support | *************
  **********************;| ******* Estates | IL 60192
  (p): 1-888-CLAIRES | (e): *****************************************************
  Hours: Monday - Friday 8:30 am 6 pm, CST

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23223067
  
  I am rejecting this response because:

  your business also prides in certified piercers but that is not the case. It's lie that I have confirmed from your very own employees. Your piercer was not trained and did not have experience so the same way your policy is not refundable is the same way your business claims trained employees. However their training consists of other employees training the newbies. Advise how anyone can trust to put 4 more uneven holes in their body from your place of business? What's the guarantee? Will YOU personally come to the location to be sure the piercing is even? Show me which one of your piercers is actually certified and not trained by another employee? Your policy also states refunds do apply to any piercing that is defective or unfit for purpose. This IS unfit for purpose and defective, I pierced 4 holes where I need to be able to wear 2 earrings next to each other that is the purpose of the earring to be able to fit 2 earrings next to each other, I cannot. Your piercer pierced me defectively because I do not have use for these piercings due to not being able to wear earrings. I need more of an explanation than you told me you'll re ****** me. I was never given a time limit at first but now that I have asked for a much deserved refund I all of a sudden have 7 days?! lol what is going on with this, it must be a joke to push back like this
  

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

  Business Response

  Date: 04/22/2025

  Hello ****, 

  Thank you for reaching out again! Claires is more than willing to help our customers with piercing issues that arise within the initial 36-week healing period and if we are contacted within that timeframe to be able to provide support. However, given that the piercing took place over 5 months ago, and Claires was not contacted until nearly 2 months after the piercing, we cannot provide you with a refund. This case has been open for over 3 months and your piercing was completed in November of 2024. Please let us know if you reconsider our free re-****** offer. You may choose a different location as well. 

  Thank you for understanding. 

   

  Thank you,
  *** *. 
  
  Tier II Support | *************
  **********************;| ******* Estates | IL 60192
  (p): 1-888-CLAIRES | (e): *****************************************************
  Hours: Monday - Friday 8:30 am 6 pm, CST
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23223067
  
  I am rejecting this response because:
  
  yes, correct. I waited, I waited to make sure I was able to use different earrings because I did NOT want to get a refund or re ****** because I usually support business' and their services. I didn't want to complain until I really knew if my earrings were close together so I tried multiple different earring when I was ready to change the initial ones out which is when I realized nothing fits! I kept my original earrings in longer than the 3 weeks to make sure they healed properly so when it came time to change them out I didn't have many options for earrings fitting. Then, I was told to get a re ******, again, fine, because I didn't want to pursue a fight. I removed them to heal per your recommendation. And as I searched for a proper Claire's I realized none have good reviews. You don't have any good piercers! So explain to me who you'd like for me to get pierced by? Because I can't find them. That's my questions directly to you, who? Who should I trust in your place of business to put 4 more holes in my ears?  While I had my earrings plenty of people pointed out to me how one is sitting right under the other earring. They were basically connected. These realizations only happen over time. I didn't want to go through the re ****** because I wanted my ears to be ready to change out earrings as I was excited so believe me when I say my initial response was not to have them redone or refunded! My mistake for believing Claire's would support their customers and take accountability for their own mistakes. Definitely was wrong to believe a once favorite place of mine has tarnished its name. If you are adamant and stand by your staff being professionally trained, show me someone with the training, there isn't any. Will you personally take that responsibility of them being done correctly if they are re pierced? my case was open for months because I was told to heal. 

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

• Initial Complaint

  Date:01/06/2025

  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.

  On 12/31/24 I purchased two earrings from Claire's after being told that they were the correct earrings for the piercing I was placing them in. When I got home I noticed that the earrings were going to be too small for my helix piercing. I didnt open the package as, the signage inside the store specifically stated that items were returnable within 60 days provided they were accompanied with the receipt tags, and all packaging. I went to Claire's in the *************** on 1/1/25. (Address: ***********************************************************) When I tried to return the unopened, unused item with my original receipt, the clerk said I can not return them because they were a final sell. I then told her that we were not notified that they were a final sale. Furthermore, the signage inside the store specifically stated that the items were returnable provided I returned the unopened/unused merchandise within the required time frame, with receipt, etc. per my research, in **********, retailers that wont give a full refund or credit, allow an equal exchange, or any combination of these options, within seven days of purchase when goods are returned with a receipt, must clearly display their policy at each cash register and sales counter, or at each public entrance, or on tags attached to each item sold under the policy, or on the retail sellers order forms, if any. Claires did none of the above and instead posted a policy which clearly stated returns were accepted within 60 days. In order to make this right I would like a refund that is equivalent to the amount that I purchases the earrings for.

  Business Response

  Date: 01/07/2025

  Hello *******,

  Thank you for reaching out to us! We're sorry to hear that you've encountered an issue with your recent purchase. Unfortunately, our corporate office is unable to process refunds or replacements for in-store transactions.

  However, we will reach out to the location listed on your receipt and inform them that you plan to visit within the next seven days. They will be ready to assist you with a refund for your unopened and unused merchandise to your original payment method.

  
  Best regards,
  ***

• Initial Complaint

  Date:12/09/2024

  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.

  This was in a email I sent to **************************************** Hello ***** ****** here.On 09-30-2024 I had my ears pierced and purchased a set of GOLD LONG Posted Diamond looking earrings, as the manager suggested that I have fat ear lobes at the Calires store in ***********, ******* Address ****************************************** Phone: ************** I cleaned my ears everyday with the Claires earring solution, my right ear lobe was getting infected. I took my earrings out 6 weeks after the piercing on Nov 15, 2024 to give my sore ear a break from the pain. I put both earrings in the cleaning solution that Claires gave me with my purchase. Two days later, my right ear lobe is still infected and my hole closed up. When I took the earrings out of the solution, one earring fell apart. I called Claires where I got my ears pierced, on Nov 18, 2024 and spoke to the manager and explained that the earring was put in the cleaning solution they gave me for two days. When I tried to put the earring back into my right ear, the glass part that was supposed to look like a diamond actually fell out/off of the setting/ post. I paid $75.00 for those earrings and asked for a new piecing and replacement of the defected earrings. She, the manager, offered a new piercing, but I MUST pay for a new pair of Gold earrings !! Those Gold earrings are only 6 weeks old !! I should NOT have to pay $75.00 for defected earrings, furthermore, I suspect that since only one ear got infected, that I had one Gold earring and one cheap one put in my ears.The manager said that I should not have let the earrings soak in the solution, so it was my fault that the earring fell apart. I do not have my receipt, but when I called the Claires store in ***********, ***, where I made my purchase, she had my receipt on her computer, and confirmed that I made that purchase 6 weeks ago. I am requesting a full refund plus tax. My phone number is as follows, ************ Thank you ***** ******

  Business Response

  Date: 12/10/2024

  Hello *****,

  Thank you for reaching out about your earrings from your recent piercing and sending over pictures of the broken earrings. I tried to call you yesterday but no answer. However, I did leave a voice message and we have not received a call back. In regard to, the email you sent back in November to **************************************** was discontinued around Labor Day. 

  However, we are pleased to inform you that we can approve a complimentary replacement set from the **************** with the return of the broken set. We will email the location and let them know you will be visiting within the next 14 days. 
  
  Were here to help and ensure you have a great experience!
  
  Warm regards,
  *** *. 

• Initial Complaint

  Date:12/02/2024

  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.

  7/2/2024 Piercing at **************************************, ****************** 14kt gold earrings and piercing ($94.55). Prior to the purchase, my wife and I explicitly stated that my daughter could only tolerate gold (10kt or 14kt) due to her sensitive skin. We were assured by the staff, including the person performing the piercing, that the earrings we selected were suitable and made of 14k gold. Based on this information, we proceeded with the purchase and followed the recommended 36 month usage period. Unfortunately, my daughter suffered a severe reaction, resulting in a deformity in her earlobe. Upon further investigation, it has come to our attention that the earrings sold to us were not genuine 14k gold as claimed (per e-mail communication from *** S tier II support at Claire's: "The backings are made of stainless steel and finished with a 24 kt gold plating, offering both durability and an elegant appearance.") This is a clear case of misleading information provided by the store staff, and the consequences for my daughter have been devastating. I have already spoken with ****** from Claire's customer service team, who instructed me to reply to the email. While I appreciate the acknowledgment of my initial concerns, simply reiterating company policy is insufficient given the circumstances. I was supposed to have paid for 14kt gold earring and not stainless steel gold plated partial. They are refusing to refund for the erring sold as 14kt gold but that have a backing/butterfly that is NOT gold but plated. 

  Business Response

  Date: 12/03/2024

  Dear Dr. ************************* you for your continued correspondence regarding your daughters piercing experience. We truly regret the distress this situation has caused and want to take this opportunity to reiterate and clarify the details provided in our previous communications.
  
  As mentioned, the earrings purchased for your daughter are genuine 14k gold. We provided the composition material list in our email to you on November 26, 2024, which is consistent with industry standards for 14k gold jewelry. While the term "14k gold" denotes pure gold, it also includes alloyed metals to ensure the jewelry's durability and strength. This composition is standard across the industry. The only pure gold that exists in jewelry is 24k gold, but it is too soft for functional jewelry, including earrings used for piercings. However, it is sold at high-end jewelry stores.
  
  We understand your concern regarding allergic reactions. However, as outlined in the piercing waiver you signed at the time of the procedure, reactions can occur based on an individuals sensitivity to certain metals or products, even when using high-quality materials like 14k gold. These reactions are beyond our control, as every individuals skin and immune response vary. We strive to provide clear information to all customers to ensure they understand the potential risks associated with getting a piercing.
  
  Additionally, since the piercing took place over four months ago, we cannot provide a refund. Our policies and aftercare instructions are designed to address concerns that arise within the initial healing period (36 weeks), during which time we are best positioned to provide support and guidance. Beyond this period, it becomes increasingly difficult to determine the factors contributing to complications.
  
  We are deeply sorry that this experience has caused your daughter such frustration and discomfort, but we must respectfully maintain our position. The charge for the piercing is valid, as the service and earrings were provided in good faith and as described.
  
  If there is anything else unrelated to this matter that we can assist you with, please feel free to reach out.
  
  Kind regards,
  *** *.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22627625
  
  I am rejecting this response because:
  *** S stated in one of the original communications that the backing/butterfly was not gold and was plated. This is the area that caused the reaction in my daughters ear. 
  

  my arguments is not about the purity of the gold as I know the more gold percentage in a piece of jewelry the softer  it is. 
  

  My argument is about the backing of the earring which *** S accepted IS NOT gold it is stainless steel plus god plating.  
  Sincerely,
  
  **** Simon *********

  Business Response

  Date: 12/05/2024

  Hello ****, 

  Thank you for speaking with me today. Per our conversation, Rest assured; we shared your feedback with our field team so they can address the issue promptly. Your input helps us improve our services, and we are committed to ensuring a better experience for all our customers.
  
  If there is anything else you would like to share or if you have further concerns, please don't hesitate to reach out to us directly.
  
  Thank you once again for bringing this to our attention.
  
  
  Warm regards,
  *** *.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22627625
  
  I am rejecting this response because: Staff at the store reponded that earrings (including the backing) were gold and as accepted by store policy they are not 14kt gold and they do not have 14kt gold backing despite the fact that they advertising 14kt gold earring (which common practice dictates that all the parts of the earrings are supposed to be gold).

  It does not seem that we can reach an agreement, however, that is false advertising. I proposed they provide a 14kt gold earring backing which *** said they do not have. ***, also said a refund can't be done due to the amount of time that has passed since the initial transaction. 

  
  Sincerely,
  
  **** Simon *********