Complaints

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

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  Reed's Jewelers

  2525 S 17th St Wilmington, NC 28401-7705

• 

  Reed's Jewelers

  6910 Fayetteville Rd Ste 186 The Streets At Southpoint Durham, NC 27713-8259

• 

  Reed's Jewelers

  5959 Triangle Town Blvd Triangle Town Center Raleigh, NC 27616-3268

• 

  Reed's Jewelers

  714 Greenville Blvd SE Ste B9 Greenville Mall Greenville, NC 27858-5104

• 

  Reed's Jewelers

  725 Cross Creek Mall Ste 100 Fayetteville, NC 28303-7222

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:01/10/2023

  Type:Billing 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 December 30, 2022, I attempted to make a purchase online at the Reeds Jewelers website. I entered my payment information but received an error message, so I tried again a few times with a debit card and a gift card, but the purchase did not go through. Reeds website appeared to be having a glitch. Later, I discovered that my **** card was charged $91.99 and my ********** gift card was charged $91.99 twice for the same order that I never received. I contacted Reeds and after several days of phone calls with customer service, I received a refund back to my **** and 1 refund to my **********. I never received the second refund to my ********** for $91.99. I called Reeds only to be told that the second refund to ********** was processed, however when I contacted **********, I was told that they never received the second refund for $91.99 and there was nothing pending on their end. Reeds refused to help me anymore and I still don't have my refund. ********** advised me to dispute the charge, however it can take up to 90 days for the dispute to be reviewed. This is unacceptable since this happened due to a mistake on Reeds' website. The second refund that was allegedly processed by Reeds obviously did not go through and they need to process it again. I attached a copy of my ********** statement which only shows 1 refund processed.

  Business Response

  Date: 01/18/2023

  Contact Name and Title: ***** ******
  
  Contact Phone: 9103503043
  
  Contact Email: [email protected]
  
  Dear ******,
  
  
  
  We are terribly sorry for the issues that you've experienced during your online purchase. We've confirmed that both charges and both refunds were issued from our service provider. I hope that this has been received at this point. If not, please follow the instructions from your bank and we will gladly oblige with any dispute claims that are made. Again, we are terribly sorry for the inconvenience this has caused and will do anything we can to assist you bank with the information for the proper refunds
  
  
  
  Kind Regards,
  
  ***** ******
  
  Director of Store Operations

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Hello, I have confirmed with the bank/gift card company that they have not received a refund from your company and there are no credits pending. I have filed a dispute of charges with the bank however I was told that it may take up to 90 days for the dispute to be resolved. This is clearly unnaceptable. The second refund was not issued to the bank. I want this matter to be resolved as soon as possible. Thank you.

  Business Response

  Date: 01/30/2023

  To expedite this process for Ms. ****** we will be happy to issue a check for the funds that she is requesting from our corporate office. Since all of our records show that the charges were refunded properly, if the credit does appear on your records, we simply ask that you reach out to us so we can correct the funding issues.
  
  
  

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The merchant stated that they would provide a refund via check but it never happened. The funds were never refunded to my original payment method which was a gift card. 

  
  Sincerely,

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

  Business Response

  Date: 03/29/2023

  We apologize for any delays or miscommunications to Ms. ******.  We have issued multiple refunds to the card used for her transaction.  We have stopped payment on the most recent check issued and a second check will be shipped via UPS on Friday, March 31st.  This will be sent via UPS 2nd Day.

  Please let us know if this second check is not received as well and we hope this will resolve the situation for Ms. ******.

   

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I accept the business response, the matter is not resolved until the check is received. Once that happens, I will notify you. Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 04/04/2023

  
  
  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 received the check today. Thank you for bringing this matter to a conclusion.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/03/2023

  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 a watch at the end of July 2022 as a Christmas gift for my father,It shipped and was recieved in August 2022. As stated this was a christmas gift so there was no chance for my father to truthis on after itwas recieved. So christmas comes and It turns out that the watch band is not long enough to properly fasten. I emailed the customer service email provided asking if there is another watch band that I can buy as the standard one is too small. I get a response back stating that that brand of watch doesn't have a different band that can be purchased but that I can return the watch or exchange it for a different one. So I look and find another watch and reply back to the email stating that this is the one that I want to make the exchange for but there is a cost difference so how would that work. I was told that I would return the current watch and once recieved I would be contacted to make the additional payment needed. I replied back that was okay and I wanted to proceed with the exchange. The rep then emails back that because the purchase was made before November 18th that they can not do the exchange. I no longe need the watch exchanged I just want to return it and get a refund because after this I no longer feel comfortable doing any business with this company since they do not honor the offers given to their customers. And I do still have all of the emails that I exchanged with the representative as proof of the offer that was made and I can forward they if I am provided with an email address.

  Customer Answer

  Date: 01/09/2023

  ***Document Attached***
  
  See Attachment/File: Gmail - Order 210711130.PDF

  Business Response

  Date: 01/10/2023

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: **********************************
  Hello,
  I apologize for the experience that you've had and we will do everything we can do make sure this is resolved to your satisfaction. We will honor anything that was said to you and make sure that you are pleased with your order or receive a refund if that is the only solution. As a family owned jeweler for over 75 years, we truly value your opinion and we are grateful that you've chosen to shop with REEDS Jewelers. I will make sure one of our care team members reaches out to you asap to get this resolved.
  
  Thank you again for choosing to shop with REEDS and we look forward to working with you again in the future.
  
  Kind Regards,
  
  ***********************
  Director of Store Operations

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:12/29/2022

  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 made an order for Christmas with a delivery date of before Christmas. I received order confirmation on Dec 19th at 8:56am, however knowing that the package was supposed to be expedited, next day air shipping they failed to prepare the address label until 12/21 at 8:51pm. The package wasn't picked up until 12/22 at 4:39pm. They obviously understood that customers would likely be ordering for Christmas, as they advertised on their website that delivery orders would made prior to 12/20 would receive Christmas delivery. Because of their failure to process the order in a timely manner the package failed to arrive in time for Christmas. The company didn't reach out to me to apologize or offer any refund. I had to reach out to them and they graciously offered me to drive it back to *** myself to return it. After several attempts of requesting to speak with management to resolve this I was finally and reluctantly offered a refund of the shipping fee. I am writing this as a complaint in service and delivery of goods.

  Business Response

  Date: 01/03/2023

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: **********************************
  Good morning ********************,
  First and foremost, I want to apologize for the delayed shipment on your order. I spoke with our Ecommerce team and I understand that a CARE Team member reached out to you as well. Unfortunately, severe weather delayed your order. From what I was told, we have refunded your overnight shipping charges as well as included a gift card, in hopes we can regain your trust to shop on reeds.com.
  
  If you are still unsatisfied, please do not hesitate to contact me directly. Again, we sincerely apologize for the delay for your order.
  
  ***********************
  Director of Store Operations

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:12/21/2022

  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.

  On December 20, ***************************************************************** the amount of ****** which included two day delivery. Which equates to the item getting delivered on December 22or 23, 2022. However, the order confirmation date stated Dec. 27, 2022. Therefore, via the local Reeds Jewelers through live chat I inquired informing the representative I paid for two day shipping and there was no stipulation stating the jewelry ordered had a 3 day time delay due to its unavailability in the store and shipping was coming from an outside source. The representative offered next day shipping due to the order. However, I did not receive confirmation. Therefore, I requested the supervisor for the local branch via chat as well. Instead of addressing the issue via chat, the supervisor called me to inform me again of the delay and I deemed it unsuitable and unsatisfactory as well as misleading. In turn the supervisor cancelled the order as an act of desperation and extreme prejudice against me. The transaction was approved and verified were it not the original associate via text would not have been able to modify the shipping date of arrival on my behalf prior to that. I simply requested verification and the supervisor denied me and canceled the order for addressing the issue. I contacted Reeds Jewelers in Wilmington, NC via phone (Headquarters) and instead of honoring my request, I was denied again and rerouted to the *********, ** branch as if the supervisor in *********, ** I spoke with (******) was over Corporate Headquarters in Wilmington, NC which is fraud for I checked the entire chain of corporate command for all departments via Reeds Jewelers Headquarters located in Wilmington, NC and her name is not mentioned anywhere.

  Business Response

  Date: 12/23/2022

  ****************,
  
  I sincerely apologize for the issues you've encountered during your ordering process. I hope to clarify the issues with your order. In regards to the shipping, when you look at this item on our website it will provide an estimated "Shipping Date". It also says, "Add delivery time based on the shipping method you choose". For you order, placed on 12/20/22 at 9:36pm, the estimated shipping date was 12/23/22. Based off the shipping method you selected and due to the Christmas holiday, that provided you with an estimated delivery date of 12/27/22.
  
  Additionally, the order was cancelled the following day, 12/21/22, following an automated review of security measures. My understanding from our care team is that you may have been using someone else's credit card, therefore the "Bill to" information did not match, thus leading to the cancellation of your order. We take all of our customer's purchases very seriously and we always strive to protect our customers from any potential fraud. I apologize that this occurred, but I assure you it was appropriate based off the information provided to us.
  
  I am unsure about the ************* branch you mentioned, as we do not operate any locations in ****. I also want to assure you that ****** is not a fraud, she happens to be our Care Team Supervisor and it quite exceptional. As for your order, we welcome you to place it again and will process it appropriately. Please ensure that the billing information is correct and matches the names that the account is associates with. As long as there are no security concerns, I am confident that our ecommerce team will work to fulfill your order.
  
  Kind Regards,
  
  
  ***********************
  Director of Store Operations
  

  Customer Answer

  Date: 12/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The representative lied regardless of their status at the company, the customer is always right. The transaction was verified by the cardholders (my mom) bank as well as the cardholder (my mom). And the address is the same. We both reside at the same place of residence. I am not satisfied about the outcome whatsoever. I was treated with extreme prejudice and discriminated against. Instead of making excuses for your employee she should be disciplined accordingly for ruining my order. There was someone in the background informing her to cancel my order due to my line of questioning about it. Regardless of your excuse for her

  Business Response

  Date: 12/31/2022

  Thank you for your response *****************
  
  I again apologize that you are not pleased with the current order situation. If you can place the order with the proper "Bill *** information then I will be happy to work with our Ecommerce team to expedite the item. If you are willing to do so, please email your order number to ***********************************
  
  Kind Regards,
  

• Initial Complaint

  Date:10/31/2022

  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 have recently purchased a diamond tennis bracelet (item # XXXXXXXX) through Reeds and it broke after little use. I have had problems with the quality of their bracelets before as they seem to be very poor quality for the price paid. I sent my bracelet back to be evaluated by a jeweler and the cost of the repair is $55 which is a lot and there is no guarantee on the repair from what customer service has told me when I inquired. Since I did not purchase the care plan there is nothing they can do to rectify this but have me pay $55 for a repair when the bracelet was barely worn to begin with. I am extremely frustrated with the lack of help from customer service and the overall poor quality of their jewelry. After reading another complaint similar to mine I can see that this seems to be typical foe their quality of jewelry which is extremely disappointing.

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 5, 2022/11/06) */
  Thank you for bringing this to our attention Ms. *********. REEDS Jewelers has been a family owned jeweler for 76 years we always strive to treat all of our guests the way in which we would want to be treated. I truly apologize for the issues that you've encountered. Per your request, we will be more than happy to offer you a refund for your recent purchase. One of our CARE Team members will reach out to you this week in order to orchestrate the refund.
  
  Providing quality products and impeccable customer service is what has kept REEDS in business for so long. While I understand your frustrations surrounding your recent purchase, I hope that we can earn your trust and business again in the future.
  
  Thank you again