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Business Profile

Online Retailer

The Purple Mermaid, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for The Purple Mermaid, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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The Purple Mermaid, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/15/2024

      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.

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

       I was offered to mail my earrings back and have the "damaged earrings" replaced however, I did not want another pair of fake earrings from this company because at this point I spent my hard earned money and the trust was broken. I was told that they do not give refunds on damaged items. The earrings were not damaged and not of any cause of my own. The earrings were fake and turned in less then 4 days and the company needs to take accountability for that.  There is no way they should of tarnished after 4 days. I own a pair of 10k gold bamboo earrings that I spent over $1,000 on  and a pair of gold plated earrings that I've spent $15. I decided to purchase from this website because after doing research learned that 18k filled earrings actually have more real gold in them then the gold plated ones. I spent over $50 on their earrings from their website.  Unfortunately, this was not the case with this company and their product did not live up to the standards of 18k gold filled jewelry. My gold plated earrings have held up better and I have had them for over 3 months. The person who was responding to me in email threatened to sue me if I did not remove my comment from the BBB website. My comments are true and factual that I received a fraudulent product from this company. I do not appreciate my hard earned money being spent on an item that is not a true representation of what is being advertised.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *********

       

       

      Business Response

      Date: 10/16/2024

      Ms. ****** purchased 18K gold plated bamboo hoop earrings from our store. They are comprised of a brass base, then plated in 18K gold. Gold plated products require specific care to prevent premature tarnish, which is caused by exposure to water, lotions, hair care products, cleaners etc as the brass under the plating will oxidize. We state this information on our site, and supply a care card with specific care requirements. Luckily, we are ALWAYS able to repair any of our products that incurs damage for any reason, at any time. We offered to replate Ms. ******** earrings, free of charge. She instead filed a chargeback with her carrier. She lost the chargeback because her claims were found to be baseless and our solution found to be quite reasonable. Ms. ****** did not seem to be interested in a solution, is not acting in good faith and continues to refuse to have her earrings repaired. She instead is choosing to write negative comments. Our customer service is excellent and we will always repair any item, however, we do not offer refunds for damaged jewelry. Her issue was promptly addressed. The statement that the earrings are "fake" is confusing, and a contradiction in terms, as the earrings are not stated to be "real" or "solid" gold. Solid gold earrings have a price point of $1500 vs the $69 for gold plated. We continue to invite Ms. ****** to take advantage of the solution offered for her damaged earrings. Please check our site for thousands of very happy verified customer reviews. 

      Business Response

      Date: 10/17/2024

      If the customer would like to have her earrings repaired, she may send them back as instructed in our emailed correspondence. We have numerous emails and contacts from the customer, containing untrue statements, but have responded to all, and offered a solution anyway. We do understand that she is quite upset that her chargeback was lost and she could not force a refund, as carriers most often side with their customers. However, in this instance the complaint was identified as a false accusation and the solution we offered to the problem was found appropriate. We do not offer refunds per our store policies. We are always happy to offer a repair to a damaged piece. We are very sorry she is so unhappy, but we are not able to meet demands outside of our policies even when false statements are made publicly against our business. Thank you for understanding.

      Customer Answer

      Date: 10/17/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I lost the chargeback because no refunds is in your policy not because your jewelry isnt fake. 

      So were clear, you want me to pay to mail these tarnished damaged earrings back to your company with my own money or will you be sending a return label? Subsequently you will send me a repaired pair? Am I understanding this correctly? I will accept this offer if it is the case, however, I am very disappointed in the integrity of the jewelry being sold.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *********

       

       

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