Complaints
This profile includes complaints for Castle Jewelry's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:07/12/2023
Type: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 dropped off 2 pieces of jewelry to Castle jewelry store on May 2. The date promised for repair to be done was May 24. I have receipt showing this.
I did not receive call until second week of June to pick up jewelry. I went to store the following day to pick up. They look for repair, pull out an envelope and give me one piece but the other piece is missing (necklace). They state “we can’t find your necklace, let us reach out to jeweler who did repair if they still have the piece”.
Today is 71 days since I dropped off jewelry. I still do not have my necklace back. I called the manager AGAIN today and he told me they still can’t find it and that they have not heard back from the repair man. I asked how long will they allow this issue to go on and the answer I was told is “until we hear back from the repair man”.
This is not acceptable to me. The manager told me he can not do anything because he doesn’t know where it is.. if it is lost or if it was given to another customer or maybe the repair man still has it or perhaps lost it or maybe even lost in shipment. I was promised a repair by May 24 and today is July 12 and the store still has no answer as to where my jewelry is and they are not offering any resolution in sight to the problem at hand.
Business Response
Date: 07/12/2023
I am in receipt of this complaint and please allow me time to research and speak with my store regarding this issue.
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