Complaints

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

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  Alexis Russell

  19 Elm St Fl 2 Buffalo, NY 14203-2625

  
• 

  Alexis Russell

  95 Windsor Ave Buffalo, NY 14209-1018

  

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:08/02/2023

  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.

  On 6/29/23 we purchased a custom diamond engagement ring $4337.57 and the selections we paid an extra premium of $1,295.00 for triangular shaped side stones and they came round. There’s no photos that pop up on the Mobil site of Alexis Russell Jewelry so we were going off the ********* pictures and website pictures on a previous page. We reached out to them because the side stones came round and not triangular . They said there are three color options when you select the “Jade” style black, white, or salt and pepper. The salt and pepper option was picked to match the center stone. The stones are round and not triangular like the description. They responded that that color is rounded and not triangular. If this is the case it should be listed and described on the site. They want $685 to rebuild the ring with the options their website describes, plus the cost of the stone replacement. I was willing to pay the stone replacement but the cost to rebuild is unfair do to their misleading website.

  

  Business Response

  Date: 09/06/2023

  We worked with the customer and have resolved this issue. We replaced the diamonds, with ones they pre approved of, free of charge. They received the new ring on 8/20. 

  Thank you,

  Customer Answer

  Date: 09/06/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/20/2023

  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.

  My husband wanted to get me the sunburst band as a 1 Year anniversary present. He called AR to discuss custom building the band. He wanted sapphires as the side stones & a moonstone as the main stone. He was told, they couldn’t do that & he would have to get the ring just how it is on their website, sapphires as the side stones with an Opal as the main stone. My husband buys the ring & gifts it to me. I had it for 3-4 months & the Opal started to yellow. I babied that ring so I was really confused on why it was yellowing. (AR said it was my fault & something i did) I reached out to AR & they told me to send it in to be looked at; while the ring was there I wanted to get that band fused together with the rest of my rings. Because all the rings together are worth around $10,000 the shipping was quoted at $140. I reached out to AR, once again to see if I could get a discount on shipping but they were nice enough to cover the full cost. So I shipped all my rings back & waited. It wasn’t long after AR received my rings they informed me that they could just replace the yellowed Opal with a moonstone. I agreed to have the yellow opal replaced & then have the band fused to my other rings. An invoice was sent out for the fusing, $95. I wasn’t thrilled about the price but it was what it was. Then I got to the shipping page, $45 to ship my rings back to me. The $95 did not include shipping, so now I’m stuck paying $140. A few days later I get a picture of my rings fused together to approve it before they shipped it. In the picture I noticed the sunburst band wasn’t fused straight. I pointed it out & they fixed it. I finally got my rings back on March 9th. On March 18th, 9 days after getting my rings back, my sunburst band, the one at was just fused to my other rings, came detached from my wedding & engagement ring. We paid $140 & it didn’t even last a month!! We’d go to another jeweler but if we do that the warranty on the other rings are voided & we can’t afford that.

  

  Business Response

  Date: 04/20/2023

  BBB spoke with the manager at the business who said that the items have been taken care of.

  Customer Answer

  Date: 04/20/2023

  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. 
  
  
  
  Regards,
  
  
  ******** ********