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Business Profile

Purses

JEMMA

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints 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:02/06/2025

    Type:Product Issues
    Status:
    Answered
    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 had initially written a review about being unable to exchange my item ($900 bag) in accordance with Jemmas return policy. After I wrote that review, this business reached out to me and after weeks of trying to get a return label, they finally sent me one. I returned my item a few days later. And now for weeks have been trying to get my money back. At this point the business is giving me the run around claiming bag had to be inspected. They basically stole $900 from me. This is without question a fraudulent and dishonest business.

    Business Response

    Date: 02/07/2025

    Greetings!

     

    Thank you for reaching out. The customer returned two bags: the ****** and the **** 39. The ****** was received in good condition; however, the **** 39 arrived damaged.

    We experienced a slight delay in responding as we were thoroughly reviewing the condition of the returned items with our team. Despite the damage to the **** 39, we have already processed a full refund for the customer as a gesture of goodwill. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to resolve this fairly.

    Please let us know if any further information is needed.

     

    Thank you!

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an **** Traveler 39 bag from Jemma during is Black Friday/ Cyber Monday Sale on November 29 for $317.50 after the sale and discount applied. I had several colors to select from the sale and I chose Black Vanilla. The bag arrived defective and I notified Jemma and they sent a replacement. The second bag in Black Vanilla also arrived with a defect. I notified Jemma and it took several days after multiple messages for them to respond. In the email train, I elected to change the color to another color that was part of the original sale (Orange ******* Jemma agreed to the exchange at no additional charge because it was a part of the original sale. I received a tracking label to return the second bag on Jan. 7th. I mailed the bag out today (Jan. 10). The delay was due to winter storms in my area impacting driving. I sent the confirmation of the return tracking number, only to be notified by the customer service agent that if I wanted the orange-brown bag I would now have to pay an additional cost. (Which is the price difference from the non-sale price). The customer service agent did not offer to refund my money. Now Jemma has the bag coming back to them and my money. I have no bag and no refund. I want JEMMA to stand behind their product and exchange the bag for a good condition bag based on the initial conversation or offer me the option to refund my money because I feel questionable if they would send me a new bag instead of a returned bag that has a defect. Furthermore, JEMMA offers no customer service number, not even in their emails. They won't call you if you request a call and their emails do not come in a timely manner. I waited days since this issue has occurred to receive follow up emails.

  • Initial Complaint

    Date:01/26/2024

    Type:Product Issues
    Status:
    Resolved
    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 handbag from Jemma Bag on 11/21/23. When it arrived, I saw on that tI ordered the wrong size (37). I never removed it from the box. I retaped it, got a return address label and sent it back. This is order ***********.I recently saw on a statement that the bag cost was never refunded (I was still being charged $337.50 for a bag I had returned two months ago). When I reached out to Jemma this week, they replied that the bag was used and was returned damaged (with a pen inside it). I never took the bag out of the box when I saw I had ordered the wrong size. Now they refuse to give me my money back and want to ship me the "used" bag instead. That is NOT the bag I sent back to them. I never opened it. They do not honor their return policy, as I had had an interaction with them previously; I had already purchased a bag from them about a month prior (Order number************); I didn't like it, and returned it within the time frame required. They refused a refund because they claimed it was not returned in enough time. The package sat at a *** hub for about seven days-- I had no control over that. Finally, after several rounds of back and forth, they agreed to the refund begrudgingly.I did look them up on this site, and saw that several other customers had the same experience I did.This is clearly not an honest business, and resorts to lies and staling tactics to get out of issuing refunds. I do own a bag from them that I've kept, and I love it, but I could never recommend that anyone do business with them. I will attach corresodonance from them regarding this matter and the receipt. Please don't hesitate to reach out if I can fill in additional information or if there are questions.

    Business Response

    Date: 02/01/2024

    Greetings from JEMMA!

    The information we provided was based on details received from our warehouse team responsible for processing returns. We understand the outcome was not favorable, and sincerely apologize for any misunderstanding.

    At JEMMA, we value open communication and feedback from our customers. To demonstrate our commitment to our customers, weve issued a full refund regarding this matter.

    Thank you!

    Business Response

    Date: 02/01/2024

    Greetings from JEMMA!

    The information we provided was based on details received from our warehouse team responsible for processing returns. We understand the outcome was not favorable, and sincerely apologize for any misunderstanding.

    At JEMMA, we value open communication and feedback from our customers. To demonstrate our commitment to our customers, weve issued a full refund regarding this matter.

    Thank you!

    Customer Answer

    Date: 02/01/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:01/04/2023

    Type:Product Issues
    Status:
    Answered
    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 handbag from the ***** website on 12/20/22 for a total cost of $341.00. They confirmed shipping and arrival. I emailed them Friday 12/30, per their instructions, that I wanted to return it and asking for return information. With no response I emailed again on Saturday, 12/31 again with no response. I did this for the third time on Monday, 1/2/23. I received an email saying an agent would contact me. I next received an email asking me to evaluate my purchase experience. I returned it this morning outlining the above. To date Ive had no response. *** searched unsuccessfully attempting to locate their phone number without success. I just contacted the local BBB who said to advise your office since you would be handling the matter. I am now also concerned they may try to refuse my return claiming its too late! I have copies of my emails. I would appreciate your looking into this and advising accordingly. With thanks, ********************* (My order number: ***********)

    Customer Answer

    Date: 01/05/2023

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

     

    ****************, Below is JEMMAs 6 days later response to my emails advising my return and asking (as directed) for return information.  I would like to respond but await your directions since filing this complaint.  FYI: Please note there was NO information included on the purse pages indicating no returns and/or referring potential buyers to this information. So logically one assumes returns were an option. I NEVER purchase online where Returns and/or Exchanges are NOT an option for obvious reasons.  Sad they couldnt just be upfront.  * ******

    Sent from my iPhone


    Begin forwarded message:

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


    ***** *****

     

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

     

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

     

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

     

    *******

    ***

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

    Customer Answer

    Date: 01/30/2023

    Better Business Bureau:

    At this time, I have not been contacted by JEMMA regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 02/02/2024

    We did not receive the first complaint last year (2023), hence did not respond.

    Our return policy is clearly outlined on our website, while returns aren't possible due to the final sale purchase, we offered an exchange or store credit (never expires) as a goodwill gesture!

JEMMA is NOT a BBB Accredited Business.

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