Complaints

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:03/17/2025

  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.

  In February of 2024 I purchased a LeVian ring from ********. The ring was valued at over $1200. I purchased the ring at a discount from Gilt.m (50%). The warranty information was not provided at time of purchase. I was under the impression that LeVian warranties their jewelry. After wearing the ring 3x a stone fell out. I reached out to Gilt in 2/7/25, still within the first year of purchase, to obtain contact information for repair. It took Gilt a month to get me in touch with LeVian. I finally received warranty information on 3/5/25 from LeVian. Once in touch with LeVian, LeVian refused to repair the ring at no cost. LeVian claimed there was a limited 90 day warranty because the ring was part of a discontinued line. On 3/5 I received a certificate stating so. That information was not disclosed at time of purchase, nor was the certificate provided with the ring. I now am responsible for the cost of repair of the ring. The fact that it was purchased at a discount is unrelated to the quality. This is especially given it was originally sold for over $1200. As a fine jewelry retailer, LeVian should stand by the quality of their jewelry. If the Jewelry is so poorly made that gentle wear 3 times including wearing it out to dinner for 2 hours causes a stone to fall out then the jewelry is overpriced and I will never purchase another piece again. Fine jewelry should be an investment you can pass on to generations. What a shame, do better LeVian.

  Business Response

  Date: 04/16/2025

  Dear *** *********:
  We are in receipt of your complaint. The products sold on ******** are not accompanied by our standard Limited Lifetime Warranty. Moreover, there is nothing indicating that they are or would be covered under that Limited Lifetime Warranty at any point on ******** or through Le Vian. Even if they were covered, which is not the case here, this is not an automatic coverage that every piece would be covered by. For items that qualify for Le Vian's Limited Lifetime Warranty, a customer would have to register the piece through Le Vian's Certificate of Authenticity system which requires proof of purchase of the qualifying item from an authorized Le Vian retailer to be submitted along with the application and such coverage would extend for the lifetime of the registered owner for specific repairs and/or replacements. 
  Again however, this was not the case here. This was a discontinued product bought at a significant discount, at times we offer a 90-day limited warranty to customer who register their piece but according to your claim, the alleged damage occurred beyond that period and the retailer's applicable return period.

  We are sorry for the inconvenience, if our customer service team can provide additional support in repairing your piece as quoted to you, please reach out to them directly at ********************************************************************.

  Respectfully,

  Le Vian

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  My complaint has nothing to do with the cost of the product. The limited warranty on the product was not advertised at the time of purchase, so the consumer had no way of knowing LeVian would not stand by the quality of their Jewlery. Further, LeVian is using the fact that the ring was purchased at a discount (I still spent $500) as a reason for not standing by the quality of the jewelry. The cost of the item at the time of purchase has nothing to do the quality of the jewelry. The ring originally retails for over $1200. If I paid full price would LeVian still refuse to cover cost of repair for a defective piece of jewelry. Shame on a brand like LeVian for selling something of such poor quality that a stone falls out after wearing it 3x. The poor quality and poor customer service are both reasons I will never buy another piece of LeVian jewelry again. 

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

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I would like to know next steps in submitting the ring for authorized repair.  

   

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

  Business Response

  Date: 04/28/2025

  You may email Le Vian's customer service as per our previous response at ****************************************** or call the customer service department at ************.

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased a LeVain ring item #WJPX 28 from their trunk show at **** department store in ********, ** on March 28, 2024. I am concerned about the authenticity of the ring because I have not received a certificate after three requests. Two of the requests were made by the store's Sales Associate. I made one request by actually speaking with customer service on November 27, 2024. At that time I was assured I would receive the certificate by email and a hard copy. I haven't received either. I saw a picture of this ring on their website and my ring doesn't look like it. I have not worn it waiting on the certificate in order to insure it on my home owners insurance. Obviously, it's too late for a return/refund.

  Business Response

  Date: 12/13/2024

  Dear *** *************** sincerely apologize for the inconvenience caused to you. Our customer service team has been in touch with you and emailed the certificate and also sent a copy via **** We hope you have received it. If not please reach out to *****, the manager of our *************************** for further assistance.

  Happy holidays!

  Sincerely.

  Le Vian

• Initial Complaint

  Date:12/05/2024

  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.

  On 10/12/2015, I purchased SKU # ************, a chocolate, diamond, and aquamarine ring for my wife - a stated value of $4,800. She has worn the ring daily since then with the following exceptions - the ring has been in for "service/repair/missing stones" on at least 4 occasions which have taken from 2-6 months to complete. Our latest attempt at having the ring repaired on 10/11/2024 due to missing stones & loose mountings resulted in a 2-month wait for the ring to be returned only to have ****** (SELLER) tell us LeVian would no longer repair the ring due to "OVERUSE AND EXCESSIVE WEAR"! Fine heirloom jewelry is usually designed to last lifetimes and be passed down to other generations. It is not serviced every 2 years or so or worked OCCASIONALLY so as not to WEAR IT OUT! No such instructions accompanied the purchase either verbal or written. Now I have a ring - with 8 missing, and 67 broken stones/mountings that LeVian will not repair unless I pay them $636 plus tax and wait for who knows how long! No Exchange or replacement has been offered or mentioned. I would compare this ring and my purchase from LeVian to the ***** LAW for autos! I believed in LeVian when I made this purchase and had planned to either upgrade the ring or purchase additional pieces. However, our recent treatment by the company and their approach to customer service/satisfaction has changed my opinion.

  Business Response

  Date: 12/13/2024

  Dear *** **************** have reviewed your complaint against our records and we have found that there have been two instances where this ring was sent to our authorized repair facility for repairs. The first was on 10/02/2023 and it was missing diamonds and the prongs were broken, it was repaired and returned on 12/01/2023. And the second time was on 10/28/2024 and the ring was sent back to you on 11/18/2024. 

  The damage to the ring was beyond normal wear or tear and not as a result of a manufacturer defect. We had the ring evaluated by the head of our ************************** and he provided the following assessment of the ring: "repair is not possible, too much damage, 8 missing diamonds, 7 broken diamonds, damage to the center, percussion marks covering both shoulders of the shank. Ring was subjected to stress beyond that which can be considered normal wear. Breakage of this kind is the result of repeated sharp impacts. Not result of defects in materials or workmanship. Cost of repair would exceed cost of ring replacement." Le Vian did provide a lower estimate for this, if you are interested in a replacement, please reach out to our customer service department.

  Respectfully, 

  ** ****

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Complaint has not been resolved.   The companys response was basically a reiteration of its denial of my warranty claim by stating that THEIR EXPERTS determined that the ring was abused and suffered damage beyond normal usage
  
  It seems that letting the company completely and solely define normal it precludes any other opinions or actual justifications or proof of their opinion to deny ANY WARRANTY CLAIM.
  
  The selling merchant, the accompanying sales paper work, not any contact, promotion , or subsequent contact from LeVian made any mention or instructions as to the frequency of wearing or using the ring to maintain the companys warranty!
  
  Fine, heirloom, collectible jewelry should be able to withstand daily use as that is what it is for!  No warnings or instructions were represented anywhere in writing or verbal communication as to limited use or warranty voiding use or length of time for daily wear!
  
  LeVians warranty states;  if a covered item needs to be repaired, LeVian will try to do so.
  
  If a covered item cant be repaired, LeVian will issue a gift certificate for the purchase price toward a new item at a LeVian trunk show.
  
  On two prior occasions my ring was submitted for repair of loose and or broken stones, and was repaired with no mention, written or verbal, of excessive wear or use.  No cautions or suggestions of limitations as to continued wearing or useage.
  
  We bought what we thought was  a top quality ring that would last my wifes lifetime.  Its evident that this is NOT the case!  
  
  We expect Le Vian to honor its stated warranty and either fix the broken ring which was returned asking for $636 to repair the ring, or issue a gift certificate for the original purchase price of $1,835.00.
  
  
  
   
  
  
  
   
  

  Business Response

  Date: 01/02/2025

  Dear *** ******:

  As an initial matter, the ring in question does not have a Certificate of Authenticity and Limited Lifetime Warranty in our records under your name or your wife's name. Any applicable limited lifetime warranty would only apply upon registration of the piece through our Certificate of Authenticity process with proof of purchase. Any repairs done previously were done only out of courtesy and likely as a result of an oversight since the piece is not registered. Please reach out customer service team with your proof of purchase if you would like to register your piece through our Certificate of Authenticity system. 

  Notwithstanding, even if you had registered the piece through our Certificate of Authenticity system and it had an applicable limited lifetime warranty, the language of the warranty would explicitly exclude abuse. I have attached a picture of the ring you sent in that was reviewed by our QC team compared to the ring as it is in new condition. The picture demonstrates the extend of the damage to the ring. The center stone is chipped, there are multiple missing stone and broken diamonds, all the prongs of your wife's ring were worn out and flat, and there are percussion marks all along the side of the ring and the shank of the ring. This ring was subjected to stress beyond that which can be considered normal wear and is the result of repeated sharp impacts. Under such conditions, we would not be obligated to repair or replace the piece. Our team has already given you a reduction from $736 to $636 as a courtesy.

  If you would like to proceed with what we have offered, please reach out to Kathy from our customer service team.

  Thank you,

  Le Vian Corp.

   

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 
  
  LeVian apparently has NO INTETEST in living up to its stated warranty! 
  
  - I did not supply the proper registration or documentation despite their acknowledging that I never received it with my original
  
  Purchase from them.  They have decided without additional confirmation or evidence from any independent source that my ring was abused despite being fixed twice before in error. Of for professional courtesy?   LeVian is a dishonest and unethical company who deserves ALL the bad reviews on the various websites on line as well as this one.  I urge anyone to DO BUSINESS ELSEWHERE AS YOU WILL EVENTUALLY BE DISAPPOINTED AND UNHAPPY WITH YOUR PURCHASE!   I plan on trashing their name whenever I get the chance! 
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:03/12/2024

  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.

  In the October of 2022, my husband purchased my engagement ring at a (Signet) ************** store 732 in ******. He paid about $1,200 plus taxes on the ring. About a year later my ring was yellowing at the bottom and my stone was slightly loose. Le Vian provides repairs at no extra cost according to ***. My ring was in a condition for return and repair. *** said the ring had to be sent Le Vian for a minor repair of tightening a stone and rhodium plating the band due to the yellowing at the bottom of the ring due to the warranty. This was in December of 2023. When the ring was returned from M&G a Le Vian authorized service center (********) , it was completely damaged by the repair company. The top of the ring was black and the ring was bent inward damaging the detailing. They also rhodium plated over the part that was bent. We sent the ring back with a complaint filed, and the company is trying to claim the ring was defective when we sent it in the first time. If the ring was not determined to be return and repair, we should have been notified and Le Vian should not have gone forward with the repair that caused the ring to be damaged. The company offered to replace the ring with a new one which should be done due to the unsightly condition they returned the ring to us in. My complaint is that I also want my original ring back due to the sentimental value since its the ring my husband paid for and proposed to me with. A replacement ring does not cover the fact that M&G service repair destroyed our property that has important, sentimental value to us. Le Vian is claiming that if we want the ring back, we have to pay the retail value for the damaged ring that we already paid for. Attached I have a picture of the ring before it was originally sent in and the result of the ring when M&G returned it to us via ***. I also added a picture from the Le Vian website of what the detailing should look like. Le Vian is stating *** is responsible for the damage.

  Business Response

  Date: 04/08/2024

  Dear ****************:

  The damage to your ring was caused by the improper sizing of your ring by a facility not authorized by Le Vian. You had your ring sized down 2.5 sizes to a size 4.5, which exceeds the limit recommended by Le Vian. Normally we recommend not sizing up or down more than 1 size.  As a result, the integrity of your ring was severely compromised. Despite the fact that the damage to your ring was caused by this improper sizing through no fault of Le Vian, we offered you a brand-new ring built to your size. As our team has informed you, we are unable to give you both the damaged ring and a brand-new ring for free. We have advised you that if you want both, you will be charged for a new ring. Our obligation under the Limited Lifetime Warranty is limited to repair or replacement of the ring, not to provide you with an additional ring for free.

  Please reach out to our customer service team for next steps if you would like both the repaired and new ring. 

  Respectfully,

  Le Vian Corp. 

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  Im blown away by the dishonesty, conflicting and dismissive responses from LeVian and Signet. I was told specifically by representatives from both companies that my ring was worked on and damaged by M&G an authorized LeVian repair company. I have the correspondence emails as well as the original repair number. Whenever I would reference that it was M&G that took care of the original repair  where the damage occurred, I would get ignored. LeVian also tried to blame *** (Signet) for the damage. First, the ring was deemed defective and then retracted to not able to be repaired. Following those statements, I was told it actually wasnt defective, and it could be repaired. I currently have a ring that we paid for that is now thin, over shaved, still bent and extra shined to use for my wedding since the company couldnt deliver my replacement in time for our wedding. I was told that a replacement was found and would only take a week or two to resize, only to be told by Signet that it would take 8-10 weeks for it since it was a special order and LeVians systems were down. This has been a nightmare for my husband and I to have to go through right before our wedding. Your quality of service and how your company values its customers is definitely below par.

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

• Initial Complaint

  Date:02/13/2024

  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.

  I purchased my wife a levian ring for our 10th wedding anniversary , it came with a complete lifetime warranty for any needed replacements or repairs, my wife has worn this ring daily and has had it professionally inspected and cleaned every 6 months and any repairs completed as needed . We have now been married for 22 years. July of this year the ring was sent off to replace a small diamond that was missing upon inspection , just 4 months later the large center amythyst stone fell out and my wife took the ring to send it for repair as usual and she was told that levian no longer honors their lifetime repair warranty that was guaranteed at the time of purchase and it would cost ****** if she wanted to have it fixed . Buyer Beware! Do not buy Levian brand jewelry they clearly dont honor their guarantees, warranties or craftsmanship. My wife is heartbroken the ring was very special to her and now were forced to pay out of pocket or call it a loss since the ring is unwearable.

  Business Response

  Date: 02/27/2024

  Dear **************:

  After careful review of our records, we have no purchase history, certificate of authenticity, or repair history under your name. You have not provided any information regarding where you purchased the ring, where you sent it for repairs, or any dates, etc. We require this information to assist you further and are unable to do so without this information. 

  Le Vian's Limited Lifetime Warranty only extends to items purchased through authorized Le Vian retailer and upon your application for Le Vian Certificate of Authenticity, which may depending on the piece include such a limited warranty for certain repairs and/or replacement if the item cannot be repaired as determined by Le Vian. The Limited Lifetime Warranty is not applicable to replacement of center stones or items that are not purchased through an authorized retailer or not registered through our Le Vian Certificate of Authenticity system. 

  If you are able to provide the information requested above, please reach out to our customer service team and we may be able to assist you further.

  Respectfully,

  Le Vian Corp.

   

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  we purchased the ring from *** jewelers in ****** ** we have moved to ********* so we took ring to *** jewelers in ******* ** located in the penicule plaza theY are saying that you have stopped warranty on center stone and wanted ** to pay for the replacement when we purchased it had a lifetime warranty so I dont know if its them or you but we will not be purchasing anything from you or them in the future  

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

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  The original warranty for this ring included center stone if you look at the time of purchase originally it was included I was informed by *** jewelers that you have now changed the warranty to not include center stone I would like for you to honor the original warranty since this is what we paid for you can not just change warranty with out me accepting the change we also sent ring in for repair when it was sent in for repair we where told that they had to fix one of the mounts that hold the stone 
  so In my mind it was fine till it was messed with you Sell your product through *** jewelers so you have more pull to make them do the right thing I will also look into see if there was anyone else affected by this change in warranty to see if there is already a class action lawsuit that I can join or start 

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

  Business Response

  Date: 03/12/2024

  Dear *** *****:

  Le Vian has never had any limited warranty that has covered center stones for any of its products for any customer. The document I attached in my response to you was the same exact document that was issued to you at the time when you registered the ring to receive your Certificate of Authenticity and Limited Lifetime Warranty, the only difference being that I redacted your personal information so that it would not appear publicly online. 

  We try to educate our retailer partners on our limited warranties and products to the best of our abilities, however we are unable to control what happens in each and every store or transaction. We are sorry for the misinformation that you received through the sales associate at the retail location but it is simply not correct. We have never changed our policy and even if we make changes to any future policy, it would not change what you receive. Again though, there has been no change to the center stone policy for any Le Vian product. 

  We regret any inconvenience but this is our policy and it has been.

  Regards,

  Le Vian

• Initial Complaint

  Date:02/09/2024

  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.

  I purchased a new Levian ring in August 2024. I am a collector of Levian and have always been told Levian has lifetime warranty as well as well as life time trade in. I have used both features. I have not worn the ring but a few times because it needed sized. I took it the other day to get sized and the lady told me there was a missing diamond. They said to contact **** since I purchased it at ****. **** said I only had a 90 day warranty and to contact Levian, I was told by Levian that the ring was a grand sample sale and only had 90 day warranty I went to ***** and talked to them and the clerk said she had never heard of such a thing. I informed the Levian rep that the internet and everything you see says all Levian has a life time warranty. I am very upset by the response from **** and Levian I was never informed this and I would think it would tell you when you purchased it. Levian also verified with me that **** was an authorized Levian dealer. Please help me in this matter thank you

  Business Response

  Date: 03/11/2024

  Dear **************:

  The item you purchased is a *** piece that only comes with a 90-day warranty upon registration. I have attached the Certificate of Authenticity ("***"), which you received upon registration at the time of purchase. Within the **** you will find the 90-day limited warranty for the ring. Previously we did not offer any coverage on *** pieces. 

  Not every Le Vian piece has a limited lifetime warranty, including *** merchandise, which only has 90 days, and watches, which only has a two-year limited warranty. Moreover, as you know, in order to receive any of the limited warranties, you have to apply for the *** at the time of purchase. 

  Differently retailers sell different products and brands, which is why ***** is unaware of the *** policy for merchandise sold at ****.

  We are sorry for any confusion. We strive to educate both our retail partners and customers on the various policies of Le Vian but we cannot always control each customer experience at the retailer. 

  Regards,

  Le Vian Corp.

• Initial Complaint

  Date:01/29/2024

  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 purchsed LeVian's TSJS 9 Tanzanite ring in Dec 2023. LeVian's certification and website both certifies the ring as an 80 point Tanzanite and approx ***** points of diamonds. I require an appraisal for insurance reasons and it was appraised by a certified GIA gemologist. the results were shocking, the Tanzanite was only 45 to 50 points, a little over half of what they certified. I contacted LeVian directly and they stated this was impossible as they have stringent quality control measures. I mentioned I had a GIA ********** but they were NOT receptive to the issues and I basically told they didn't really take this situation seriously AT ALL. I contacted the retailer, who immediately asked to see the appraisal and sent the ring off to thier head office for thier gemologist to verify our appraisal. No surprise the retailer CONFIRMED the findings, the Tanzanite was actually only 45 points. They stated they would immediately change thier description, website, etc to ensure they aren't implicated in this misrepresentation of what this product actually is. Immediate steps which support proper actions when false advertising/certifications are found. I contacted Levian again with this updated information and as before, they did not take these findings very seriously and failed to take immediate, definitive steps to recify the false advertising/misrepresentaions(so much so, as of today, Jan 27, ****, the information on thier website still states it is an 80 point Tanzanite) and in addition, FAILED COMPLETELY to satisfy a customer complaint/concern of this MAGNATIUDE. Moreover, not only do I have a ring which is approx. HALF THE ADVERTISED/CERTIFIED SIZE, but I am out hours and hours of my time, trips back and forth dealing with this and even $150.00 for an appraisal. In the end, LeVian's pathetic actions only supports the deception that their products are not what they certify they are.

  Business Response

  Date: 02/06/2024

  Dear ************************,

  Absent a written report from an independent third-party lab or our own team examining the ring and sending to a third-party lab, which is now impossible as it has been sold to another customer, we are unable to verify your complaint regarding the size of the tanzanite in the ring. We have tried to reach out to the retailer to see if they are able to provide Le Vian with a copy of your appraisal. To date, we have never received a copy of the full appraisal report that you received nor a copy of the report from the retailer's findings that support your statements below. 

  Currently we have four rings in our inventory with the same tag and same weights listed for the Tanzanite. We've had the manager of our quality control team inspect those rings to see if the stones on those matched the weights and measurements listed in our system, which are the same weights listed on the Certificate of Authenticity you received.  
  He has responded that after examining and measuring the tanzanite in the pieces in our inventory, he can confirm that the size reference is accurate. And based on this size with a standard depth, a .0.80 ct minimum is not only accurate but conservative and that most stones weigh above this weight.

  We take extreme care in our product descriptions and there are many check points in our manufacturing process that would catch such a large discrepancy between the listed weight and the actual weight. It is very unlikely that a stone that is half of the weight would 1) not be noticed in the various checkpoints and inspections our jewelry goes through and 2) that the stone would even properly fit the setting that you purchased. 

  We understand that you have returned the ring and the retailer has refunded you the purchase price.

  We are sorry that you were dissatisfied with this experience. Please let us know if you can provide the appraisal reports that show that the stone was properly weighed and measured. 
  

  Respectfully,

  Le Vian Corp. 
  

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You may want to do more homework before replying to this complaint, as I have just followed up today with the retailer, and in fact this specific ring has not been resold and is currently at thier H/O. I would encourage you to contact them and have them send the ring out to a third party, as you have suggested to me. The results WILL be on par with the two results I already have, a GIA ********* GEMOLOGIST appraisal and the retailer's own Gemologist, whom confirms the **** Tanzanite. Furthermore, please forward the third party lab results you speak of for the other rings you have in stock, as you have stated, without this backup from an independant lab, nothing can be verifed and I do not believe these reports acutally exists for your rings, but will look forward to seeing them.They should be easily sent to me in a day or two, as you state you are CONFIDENT in the specs and would assume you referred to these reports when stating such. It is very interesting LeVian is more focused on denying the facts and creating multiuple hurdles, and not LASER focused on ways to look after thier customers when their purchases are not what LeVian says they are certified to be. I would encourage LeVian to revisit thier approach, as the multiple online reviews shows how little they care about thier customers, quality and certifications.

  
  

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

  Business Response

  Date: 02/12/2024

  *** **********: 

  Prior to our response to your complaint, we reached out to corporate offices of the retailer, they informed us that the ring was sold. After your response that we should "do our homework", we reached out to them again and they again confirmed that your purchase of the ring in question was made on 12/04/2024 and a refund of your purchase was made on 12/16/2024 with the ring subsequently being resold on 12/23/2024. Attached please find a screen shot from the email we received from the retailer from their inventory management program. 

  As you were already issued a full refund by the retailer and you continue to not provide either one of the reports you allude to in your complaint, we are unable to assist you any further in this matter. We have inspected the items in our inventory with the same tag number and we are confident of the size and weight we claim in our advertising for this ring.

  We are unable to substantiate any of your claims in your initial complaint and as such we consider this matter closed.

  Respectfully,

  Le Vian Corp.

   

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good afternoon, again, I would ask for more due dillegence to be completed by LeVian before responding. The ring is inventoried by the retailer by a single sku number. So a sale of this sku number registers a sale but is not tied to THAT SPECIFIC RING. Secondly, LeVian does not serialize their rings, so their certificate is tied to the model number, NOT THAT SPECIFIC RING and LeVian cannot track this exact ring either. Ok, so now we have determined that the sale of the ring is not that specific ring(the ring in question) and why it is still available and infact NOT sold. As well, if you actually READ the complaint, I am not referencing a refund, but a replacement ring. I am sure you can understand why I am not "accepting" your inspection of your inventory as confirmation. If this was the case, there would have been no need to start this process in the first place. In regards to you suggesting this case is closed, although I applaud your "rush" to this conclusion, LeVian has really done NOTHING to actually SOLVE this situation it created. So I will chart the course on how LeVian can solve this complaint. Send a ring from thier inventory to a third party lab(as you have suggested I should have) and have a certificate and appraisal completed. Send me a copy for review and once approved, LeVian sends it to the retailer. The retailer contacts me, I inspect it, if it is what it is, I repurchase it. Additionally, reinbursement for the appraisal I paid for and any out of pocket expenses I have incurred due to LeVians lack of quality control, which caused this issue to begin with. It is too bad LeVian continues to prove over and over again, how diluted/unfocused they are on wanting to satisfy thier customers.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/07/2023

  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.

  Bought a chocolate diamond ring band from a local jewelry store that had pictures of the ring from this company when the ring arrived it did not look like the pictures from Le Vian. When contacted they(Le Vian) would not provide ring that looked like picture.

  Business Response

  Date: 12/21/2023

  Le Vian Corp.

  Business Response

  Date: 12/22/2023

  We have spoken with the customer and worked through the retailer where the purchase was made to send her a brand new ring in the customer's desired color. We consider this matter resolved.

  Customer Answer

  Date: 12/26/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/12/2023

  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.

  December I received a LeVian ring for my Birthday and in the 9 months I've had it, it's had to be repaired four times. Two of those the center stone was loose. Took to ***** to send out to LeVian to repair, got my ring back a week later. Within three days of having my ring back, the center stome fell out and the prong bent. This happened while transfering my client from his bed to his wheelchair. The rhodium has also been dipped twice and it still doesn't look the same as it did when I first bought it. LeVian said they will see of my ring can be repaired or not and if not they will see what they can do. My question is if they repair the center stone AGAIN, what happens next time? The stone falls out and it's lost for good this time? No! At this point I want a refund. I will never buy another piece of LeVian jewelery ever again. Absolute junk!

  Business Response

  Date: 10/10/2023

  Thank you for bringing this matter to our attention.

  The ring was not repaired at an authorized Le Vian repair facility after the ************. We would like to offer the customer a brand new ring but would need a ring size. Can you please have the customer reach directly to **********************'s customer service manager, *****. Her number is ************.

• Initial Complaint

  Date:06/13/2023

  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.

  I purchased a Le Vian ring through ****** in 2021. Within a few months an accent diamond fell out. I returned it to ****** who sent it to Le Vian for repair. Soon after I received it back, another accent diamond fell out. I contacted Le Vian directly (*******************) who advised me to return it again and they will inspect the ring. After the inspection, the ring was found to be "defective" and I was promised a replacement ring, which they were unable to locate (the same design). I was offered one replacement ring, but I did not like it at all. ************ then told me I could pick out another ring and the trade-up fee would be waived. I finally found one that would be acceptable and *********** started backpedaling...they couldn't get that ring, I have to pay more, they can't send it directly to me, and the list goes on. Now I do not have a replacement ring or my ring. Nothing. ****** will not take the ring back because "it no longer has the tag on it." Obviously not since I was wearing it. I am done doing business with them and I want a refund at this point. That was out of the question too (per ************) because they don't handle the prices of their jewelry. I am not going to pay more since it is not my fault that my original ring is defective. The new ring I found was very close to the same price/value. I feel the difference should be waived by them.

  Business Response

  Date: 06/13/2023

  We have been in direct communication with the customer for a while now and have provided a number of alternatives for her to purchase the new ring she wants through the retailer. As a wholesale company, we are unable to process purchases or returns, these must be done through the retailer and each retailer sets their own retail pricing. We have agreed to waive our standard trade in policy requirements, but we cannot waive the price difference as the customer has chosen a more expensive ring than the ring she originally purchased.

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Once they told me my ring is defective and asked me to choose another ring, I finally chose an alternate ring and was told they were not sure they could get that ring sent to a location where I could pick it up. After multiple emails back and forth between ************ and myself, I finally called her and talked to her directly about this issue. The resolution at that time was to attempt to get my selected replacement ring sent to a trunk show near me and she would contact me either way. I never heard back from her. 

  It is not my fault the ring I originally bought is "defective," Le Vian's words...not mine. They cannot seem to fix my ring, and yet they want to charge me more money because of their defective manufacturing? This is not good business. The alternate ring I chose is slightly higher than the **** price of my original ring. ************ told me the trade up fee would be waived. This all sounds straightforward and yet it remains unresolved. 

  We need to resolve this matter ASAP. 

  Please advise. 

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

  Business Response

  Date: 07/10/2023

  We have offered to have a new ring made to replace the customer's original ring (same style number). She has agreed that "this is absolutely fine with me and all I have wanted from the start." Furthermore, she understands it will take **** weeks and that she will send her current ring back (through ******) when she is notified that the new ring is ready. 

  We consider this matter closed. 

  Customer Answer

  Date: 07/10/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************