Complaints

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

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  Worthy.com

  25 West 45th St 2nd Floor Manhattan, NY 10036

  
• 

  Worthy.com

  20 W 37th St Fl 12 New York, NY 10018-7365

  

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:08/08/2022

  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.

  My 0.7 carat solitaire diamond ring was sold at auction 7/29/22. Worthy associate ********* emailed me to inform me that I would be paid within 2-5 business days. As this time frame has passed, I contacted this business, only to be told by customer service representatives that they could not help me, that the financial services department was unavailable, and that there are no managers available to speak with. Failure to provide agreed compensation for item auctioned and failure to further communicate regarding the failure of payment will lead me to seek legal action if this issue is not resolved.

  

  Business Response

  Date: 08/12/2022

  Hello ****************,
  
  We greatly appreciate your choice in partnering with Worthy for the recent sale of your diamond ring. Payments are commonly issued within 1 to 5 business days of a successful transaction however a brief technical error prevented your payment from being issued in a timely manner. We sincerely apologize for the unnecessary concern that was caused by the delay in your payment.
  
  Although we can confirm your payment has since been issued on our end, a member of our leadership team has attempted to reach you directly to discuss your concerns further. Our focus at this time is determining the appropriate next steps to make this right with you. Please follow up with our team at your earliest convenience.
  
  Thank you,
  
  The Worthy Team

• Initial Complaint

  Date:08/08/2022

  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 not received payment. I was promised payment for the ale of my ring within 2-5 business dates. It sold Friday, July 29. I called Worthy and they said that it was "just now processing, sorry for the delay, you can expect payment in a week or so". That is not what I was promised. They were unable to tell me why there was a delay or even when exactly I would receive payment of $6,171.61. I am worried that not only do they have my diamond ring but they sold it and now I don't have the payment. I called Monday morning 8/8 but have been on hold for fifteen minutes. Below is the email they sent when the ring sold. This is the last communication I have from them aside from me reaching out last Friday and being told "a week or so". This is not what I agreed to. They promised payment within "2-5" business days. Dear *****,Hooray! Your ring was sold successfully on Worthy.Your reserve price: $6,018.00 Winning bid: $7,176.29 Worthy Success Fees: $1,004.68 (14.0%)We'll transfer $6,171.61 ($7,176.29 minus 14.0% Worthy Success Fees) to your account on record:**** name: **** of America Routing number ending with: **** Account number ending with: **** You should see the money in your account within 2-5 business days.Help a friend get more with Worthy, too!Refer your friend and get a $75 Amazon Gift Card when they sell with us.REFER A FRIEND Thank you for choosing Worthy!********* ---***************************, Customer Success Associate ****************

  

  Business Response

  Date: 08/25/2022

  Hi ****************,

   

  We appreciate having the opportunity to speak with you on August 8th about your payment concerns. As explained during this conversation, the payment was sent that same day. Our normal processing time for payments is between 1 - 5 business days and we do sincerely apologize the payment was issued one business day outside of this timeframe. 

   

  Our top priority is ensuring you have since been paid for your successful auction and there are no remaining concerns to address. Please feel free to respond to our team directly. 

   

  Thank you again for your time and choosing Worthy.

   

  The Worthy Team

• Initial Complaint

  Date:07/29/2022

  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 mailed my ring off to them using their pre-paid ***** shipment label. They contacted me and stated that they were sending it back, I verbally gave and signed release for them to ship it to my work address where I could sign. They sent it to a ***** store instead in **************. When I got a text stating that it was shipped and noticed that the destination was going to be this ***** store in ************** I did a chat online and called again they stated that Yes, they see that it is suppose to go to the address I provided and no worries that it would be taken care of. My ring finally landed in ******, ** at the ***** store. I called, they stated they would have someone pick it up the next day and for me to sign another release via email and they would have it shipped to my work. I told them that I wanted it Overnighted (we are going on this process at 9 days now, since they originally shipped). I received a text stating my ring is still at ***** store waiting to be picked up and it has not been picked up. I called Worthy again today, they are stating they need me to sign another release. I am not signing another release when I have signed the same release over and over. I just want my ring back to me asap, currently I have been on hold with Worthy with no answers. (My address clearly stated I live in VA, so why send a ring to a Fed ex store in **************)

  

  Business Response

  Date: 08/12/2022

  Hello ****************************,
  

  We sincerely apologize for any confusion or frustration caused by our return process. Rest assured, our primary focus is to safely and securely ship your jewelry back to you without further delay. A member of our leadership team attempted to reach you directly to confirm the correct return location with you in an effort to get your package returned as quickly as possible.

  Please note, we attempted to ship your package to the ***** location you confirmed through your account on July 20th. After we were contacted by you with the request to instead ship the package to your office, we attempted to intercept the package from being shipped to the wrong address. We sincerely apologize we were unable to prevent the package from being shipped to the ***** location. While it was available for pick up for 5 business days, we understand the location was too far from you to retrieve. The package has since been returned to our office and is being securely held until we can make a final confirmation on the return location. 
  
  To ensure we ship your jewelry to the correct location and avoid any additional issues or unnecessary shipping expenses, we welcome you to follow up with us directly to ensure we can still move forward with shipping the package to the address stated in our email from today, 8/12. Once confirmed, we'll authorize the overnight shipment of the package. 
  
  We look forward to hearing from you soon.
  
  Thank you,
  
  The Worthy Team

  
  

  Customer Answer

  Date: 08/17/2022

  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:

  [Your Answer Here]

   First and foremost, the package had not been shipped when I called, I called shortly after (within mins) to have it shipped to my work - and I was told by an employee there that all was well and that I did not have to worry about it being shipped to ******, ** but to my work it would come. So please use ownership of your mistake.

   

  Secondly, ******* reached out due to the BBB complaint I spoke with her on Monday, she assured me that the package would be overnight to today 08/17/2022, she did correspond and let me know that something happened and that it was not going to arrive today but would be here 08/18/2022, we will see if it makes its arrival tomorrow...  

   

   

   

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

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

  

  Business Response

  Date: 08/24/2022

  Hi ****************************,

   

  Thank you for confirming by email you have since received the package on August 18. I will follow up with you directly to determine what remaining steps we can take to ensure your recent experience has been fully resolved.

   

  Thank you,

   

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

  Head of Customer Success @ **********************

  Customer Answer

  Date: 09/28/2022

  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:07/27/2022

  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.

  By ***** Express insured (a service offered by Worthy.com), I sent 17 pieces of fine gold jewelry from my mother's Estate to Worthy Receipt from ***** shows June 21, 2022, delivery (#************)The package contained (according document of the receipt by Worthy): "6 Rings, 6 Other, 3 Earrings, (Diamond) Bracelet, 2 CT ****************** As soon as these were received, I reached out and was told that it would take about a week before someone would call me to discuss the results of the "evaluation" process and the various avenues available to me vis-a-vis selling these jewelry pieces. I never heard from anyone after this conversation.I waited exactly 3 weeks. No call or EM. On July 12, 2022, I called the company again. This time I spoke with a woman named ****** During this call, I explained I couldn't get on my on account on their website. The page kept kicking me off within seconds. I did, however, notice that there were some items that were in an area called "quick sale." Unfortunately, I could not view this for more that 3-4 seconds before it booted me off. ***** said, "That's curious, as I can see your account from my computer."I not only tried to see my account from my iMac (2021 version) through Safari, I tried through Chrome and Firefox, as well, to no avail. I even used our MacBook Pro. Again, it proved futile. As I continued my conversation with *****, I inquired about the "quick sale" I saw- she placed me on hold and came back saying that 3 of my items could be sold in a "quick sale" for $900.00. I did not even care to hear which ones at that juncture. I started to feel very uncomfortable about this. She answered more questions, and I was feeling more concerned. I wanted my mother's jewelry back. She said, "No problem. We will send you an EM w/ a ***** location near you. Approve & send back." No such EM arrived. This was 2 weeks ago. I send an EM the next day which also has not been responded to. I WANT MY JEWELRY BACK.

  Customer Answer

  Date: 08/18/2022

  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:07/26/2022

  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.

  2 issues. 1) I told worthy I need to clear or walk away with a minimum of $5000 before I would agree to sell my ring. They said absolutely no problem we can make sure you get that or we wont sell it. They sold my ring for $5000 and then took $700 leaving $4300 which is obviously less than what I said I needed. 2) they guaranteed I would have my money in 2-5 days. Its day 9 and I still dont have my money. Zero explanation. All they said was so sorry about that. Youll probably have it in a few days. They have my account info all they have to do is deposit the money. But they still havent. They should be penalized monetarily for lying, wouldnt you agree?

  

  Business Response

  Date: 08/12/2022

  Hello ************,

   

  We appreciate having the opportunity to briefly speak with you at the end of July about your recent experience with our company. A follow up email was sent to you to reiterate our conversation and our recent review of your account. To date, we have not heard back from you however we remain available and focused on determining the most appropriate way to address your concerns. We've provided the email sent to you for your reference and encourage you to follow up with us directly.

   

  Hi ***,
  
  Thank you for speaking with me early today about your recent experience with our company. I will be your point of contact while we focus on addressing the concerns outlined in your BBB complaint. 
  
  I'm glad to hear you've received the funds from your recent successful auction. I appreciate your patience while we processed the payment on our end. Please note, payments are issued between 1-5 business days, depending on the payment type. We confirmed your bank account information on July 19th and the payment was issued on the 26th, five business days later. Once payments are issued on our end, there may be some processing time before the funds become available in your account.
  
  I understand you feel that you made it clear in your communication that you wanted to receive at least $5,000 for your ring. As explained during our call, I did review your past communication with *******, your auction manager, and I could not confirm this was stated verbally or in written form. What I can confirm is that ******* fulfilled your request to set your reserve at $5,000, per your email on July 12th. To provide complete transparency, I have included a link to the call recording from June 23rd here. 
  
  It does appear as though your concerns may be stemming from a miscommunication with our team. With that said, I am focused on determining the best route forward with you. I'd like to connect again when you are available to discuss this further. Please use the below link to schedule a follow-up call with me. 
  
  I look forward to speaking with you again soon. 
  
  Thank you,

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

  Head of Customer Success @ **********************

   

  Thank you,

   

  The Worthy Team 

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising 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 sold my ring on Worthy on 6/30/22. The auction process went well, and payment was received as promised. I did sell my ring during a promotional period to receive an additional $100. On 7/1/22, I sent an email inquiring about this payment, because it was not mentioned in the payment summary. I received this response: "Hi ******* *** I see you have qualified for the cash back promotion so that $100 will be sent within 10 business days of your item selling. ***** you, ********************************* Auction Manager | Worthy". Ten business days passed, and I had not received my promotional payment. I sent another email on 7/20/22, and received this message, "***** ******* ***** *** *** **** ********* * **** ******* *** ** *** ******* **** *** **** *** ******* ** ******* **** **** ***** *** *** ***** *************************** ****** ******* ****". I emailed back on 7/20, inquiring about timeline. I received another email on 7/21 after having to call to get a reply, "***** ******* ***** *** *** **** ***** ***** ** *** ***** *** *** **** ** ************** * ** ********* ******* ** ******* ** ****** *** *** *** ************* * **** **** *** ** **** *********** ** ** ******** ***** *** *** **** ********* *** *** ***** ***************************" On 7/22, I received this email "***** ******* ** *** ******* **** *** ******* **** ** *** **** **** ******** **** *** ************** *** ****** ******* *** ********* ** *** ** *** ****** ** * ** *** **** ********** **** ** **** ** **** *** ****** *** ***** ** ******* ******* ** *** *** **** **** ** * *** *** * **** **** **** ******* ** **** ******* ** *** **** ********* ** **** *** *** *** *** ***** ******* ****** ***** ** **** ***** *** *** ** **** *** *** ***** **** ** ** ********" I immediately replied that I was uninterested in a gift card and wanted the $100 that was agreed upon originally. I have sent another follow up email asking the status on 7/23. I have not received a reply. I am just wanting them to fulfill the original agreement.

  Customer Answer

  Date: 07/26/2022

  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:07/20/2022

  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.

  My ring had misinformation on the auction, which I believe also led to a lower asking price. When I noticed this, I complained to ******* and he didnt respond to most of my emails, calls, or texts, and didnt correct the issue. The only thing he was willing to do was add a picture of the ring and information regarding the additional sapphire. The listing still had my ring as .91 carats when its 1 and 5/8 carats. I even sent the receipt to *******. Im absolutely livid. My ring was given at a discount, and for at least half the auction, buyers couldnt see what the ring looked like or that it had a sapphire. My ring never showed it was a **** ****. All of the these issues were reported via email and text.My ring was bought for 8k and Worthy sold it for $700. I was never given an option to have my ring returned, although I was told that after the auction I could choose if I wished to sell at that price. They did the auction, sold it, and I was never consulted if the price was okay. I have the original receipt and all correspondence with Worthy.

  

  Business Response

  Date: 08/03/2022

  Hello ******************************,
  
  We have corresponded several times by email about your recent experience with Worthy but I have not heard back from you since my last email on July 25th. I also attempted to reach you by phone in case speaking directly could more effectively resolve your concerns. 
  
  As explained in both the communication from myself and other members of our team, the details of your ring were listed accurately. In preparation for your ring's auction, we provided you with complimentary grading at the **** Your ring's center diamond was graded as **** carats. The 86 smaller diamonds mounted to your ring's setting had a total carat weight of ****. Your ring's auction specified the carat weight of both the center diamond stone and the smaller diamonds within the ring. As a reminder, the total carat weight for all diamonds totaled to **** carats which matches exactly with the total carat weight of 1 5/8 listed on the Zale's receipt you provided.
  
  We try our best to educate our clients on the difference between retail and resale value. While we do provide recommendations based on our experience with tens of thousands of previous auctions and current market trends, you have complete control of setting your auction's reserve at whatever amount you are most comfortable with. We're glad we could help you exceed this reserve amount based on the various bids placed by our buyer network.
  
  Prior to starting your auction, you are advised "once the auction meets or exceeds your reserve price, it's a deal and the sale can't be canceled". We show you confirmed your reserve and started your auction on June 27th. We recognize it can be very disappointing if the jewelry sells for less than what you were hoping for. Although this sale is final, I remain available to assist you with any remaining questions or concerns. Please do not hesitate to follow up with me directly. 

   

  Thank you,

   

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

  Head of Customer Success @ **********************

  
  

  Customer Answer

  Date: 08/04/2022

  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:

  [Your Answer Here]

   

   

  My ring had misinformation on the auction listing, including but not limited to, the total carat amount, the designer of the ring, and additional gemstones. Despite being told I got the final say as to whether to sell the ring after the auction was completed, I did not. No one would communicate with me once the auction began, to resolve any of these issues. Because of the lack of information, my rings listing price was lowered substantially.  

   

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

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

• Initial Complaint

  Date:07/15/2022

  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 sent my bridal set jewelry to be auctioned off, they received my rings on 6/14/22 and auction was not until 7/8/22, I agreed on amount of sale and was told my money would be deposited in my account, 2-3 business days. It has been 5 business days and I have called 2 times emailed numerous times and I get the run a round and no one can tell me where my money is.

  

  Business Response

  Date: 07/26/2022

  Hi ********************,
  
  A member of our leadership team has attempted to reach you directly about your recent experience with our company. We have not had success connecting with you to this point however we will remain available to address any outstanding concerns at any point.
  
  To confirm, your payment was issued on July 15th, five business days from July 8th, the date your ring successfully sold. As outlined on our website, payments are processed within 1-5 business days from the sale date. We sincerely apologize for any concern this processing timeline caused you.
  
  We appreciate the choice you made to partner with us on the sale of your bridal set. We also appreciate your patience while we prepared your jewelry for auction. On average, our process takes between 10 - 14 business days from receiving your jewelry to it being sold on our platform. It is possible for certain items to take longer however this is essential in ensuring no corners are ever cut. 
  
  We do hope we'll have the opportunity to connect with you in order to address any remaining concerns. Please do not hesitate to reach out to the correspondence that has been sent to you directly.
  
  Thank you,
  
  Worthy Team
  

• Initial Complaint

  Date:07/05/2022

  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.

  The auction ended on Sunday June 20th and I was contacted the 21th of June concerning the shipping of my rings back to me. Today is July 1st and I havent heard from them with a tracking number.

  

  Business Response

  Date: 07/20/2022

  Hello ********************,

   

  We began processing your return on June 21st after you confirmed the return location. As explained in our communication to you, the processing timeframe is **** business days where your jewelry was carefully inspected and packaged securely for return shipment. On July 6th, we followed up to provide you with the ***** tracking information for your package that was shipped out that same day. 

   

  Although we did ship your package within the promised timeframe, we sincerely apologize for any concern caused by our return processing time. A member of our leadership team has attempted to reach you directly to discuss your recent experience and how we can make it right. 

   

  Thank you,

   

  Worthy Team

• Initial Complaint

  Date:06/10/2022

  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 sent my ring on 05/04/2022 to Worthy based on what the *** ***************************** advised I could get for my ring, which was 4K . After I agreed to send it , she asked if I wanted a *** rating. I agreed. When I received the rating the Grade and Clarity was downgraded on the diamond ? I thought weird b/c I saw the package the diamond came out, H-1 and same on the appraisal. Then they said I could probably only get ******* for it ? Weird again ! I received my ring back 06/04/2022. It never left the package it was sent in . I took it to my jeweler today so he could purchase it and he said it was cracked . I never took it out of the setting. He said , it didn't even look like the same stone on the appraisal. The diameter was different. Mine has **** and this one has ****. My ring is worthless now !!! Whoever took the diamond out cracked it !!! Worthy has a copy of the appraisal that I sent them !!

  Customer Answer

  Date: 06/10/2022

  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,
  
  *************************************