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:05/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent my diamond ring to worthy and they could not sell it, but they did not return my unsold ring

  

  Business Response

  Date: 06/16/2022

  Hello ******************,
  
  We greatly appreciate your patience while our team processed the return of your ring. To confirm it was shipped on May 31st and per the ***** tracking information provided to you directly, was marked as delivered on June 1st. 
  
  When we initially received your ring, our team determined it did not meet the minimum criteria for auction. At that time, we notified you we would need to return the ring to you. We sent this initial communication on May 17th. Included in this initial communication, we advised our current return processing time is **** business days. When you followed up to confirm the return location on May 23rd, our team began preparing the return shipment. Your ring was shipped on May 31st, five business days from the date you originally confirmed the return location with our team. 
  
  Although we did process the return well within the stated timeline, we recognize you sent several emails that did not receive a timely response back. We are sincerely sorry for the unnecessary concern this created but assure you, our team was focused on preparing your return shipment during this time. In light of the delay of follow up to your emails and any potential confusion caused by our communication, we did approve the package to be overnighted to you to prevent any further delay in the delivery of your ring. 
  
  As our company grows exponentially our team is working tirelessly to respond to all outstanding inquiries and relay important updates that are occurring behind the scenes. We are also actively focused on taking measures to ensure all future inquiries are responded to in a timely manner. 
  
  A member of our leadership team has attempted to reach you by phone and email to address any remaining concerns with your recent experience. Please do not hesitate to follow up with them directly if there are any additional measures we can take to improve your overall experience with our company.
  
  Thank you,
  
  The Worthy Team

• Initial Complaint

  Date:05/31/2022

  Type:Order 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 a diamond to Worthy and they said they had received my package, but it was empty and tampered with. Now the company won't respond to my emails after my willingness to give them all the information they requested. I guess I should have known better than to send a 1.5 karat diamond to a total stranger. Please lmk if you can help me out with this, thank you.

  

  Business Response

  Date: 06/16/2022

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

  When we first made contact with you on April 15th to inform you that the package you had shipped to our office arrived empty, we explained we would be opening an investigation. In that initial email, we asked for you to respond with various documents and/or information relating to the diamond you stated you had shipped.

  On May 3rd, you provided us a cropped image of a receipt with notably limited details. That same day, we asked you to provide the full image of the receipt. You replied with the same cropped image and we again asked for you to provide a full copy of the receipt with no excluded areas. When we did not receive the receipt after several requests, we advised you on May 8th that you have not provided sufficient documentation that would allow us to take additional steps on our end. As of today, June 16th, we have responded to you on 14 separate occasions and we still lack the documentation we have asked you for numerous times.

  We take the handling of all valuables very seriously which is why we have attempted to take the steps available on our end to address your concerns further. With that said, we are concerned you have not followed through on the very specific requests we have asked you to fulfill in order to take these next steps. As explained to you throughout our communication to this point, we are unable to take any additional action until you have provided the requested documentation.

  If you have remaining questions about what we have communicated to you, please follow up with our team directly.

  Thank you,

  The Worthy Team

• Initial Complaint

  Date:05/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Similar to other complaints, I have not received my ring back after being informed that Worthy is unable to assist with selling. I sent my diamond, platinum wedding band via ***** with the shipping label they provided on 5/12/22 to be evaluated and potentially sold by Worthy. They confirmed receipt of my ring on 5/13/22. A scheduled call to speak with a consultant on 5/16/22 did not happen; they did not call, I emailed to inquire and there was no response. 5/17/22 I received an email notification that they are not able to sell my ring and will return it to my address. Shortly after, I received another email to confirm a ***** pick up location, which I responded to. I followed up with 3 more emails thereafter to ask for status and updates without any reply. I also called them but got the message that their operation is currently closed. When I login to the Worthy account, all I see is pending return with no details. I am concerned that my ring, valued at $3,750 (certificate image attached from the original company we purchased from), could be altered without my knowledge during this time delay. Before getting notified of their inability to sell my ring, they sent an email asking for permission to unmount the diamonds from my ring for examination, which I did not respond to as the only option was the approval button and I did not approve. I was not comfortable with their request when there was no guarantee from Worthy on selling or buying my ring. $3750 may seem like a small amount to a jewelry company but it is a substantial amount to me. I feel scammed by a company that claims to help people like me after a devastating divorce (I found them through an online article on advice post divorce). My desired resolution is a payment for my ring that was not returned and the stress caused by the lack of integrity of this company. I would greatly appreciate your help, BBB to facilitate a fair resolution.

  

  Business Response

  Date: 06/15/2022

  Hello Ms. *************** appreciate having had the opportunity to connect with you directly to better understand the concerns outlined in your complaint. A member of our leadership team spoke with you on June 1st, the same day we shipped your band back to you as shown on the tracking information provided to you directly. 

  When we initiated the return, we did advise the return timeframe was **** business days. Your package was shipped on the 10th business day after confirming the return location with you. However, we also recognize you reached out during this timeframe and did not receive an immediate response from our team. We are sincerely sorry for the unnecessary concern this created. As explained when we spoke with you directly, our team is working through a higher volume at this time and we are actively taking measures to ensure all future inquiries are responded to in a timely manner. 
  

  We take great pride in the services we offer to our clients, especially when we can help them move forward from previous traumatic experiences. We provide complimentary professional cleaning and photography as well as third-party grading through a reputable grading lab. The automated email you received asking for your approval to unmount your center diamond stone for grading was sent to you based on the details you originally provided in your jewelry submission. It was noted in the submission that the center diamond stone of your ring was **** carats. To ensure accurate grading can be completed, we do ask for our clients approval to unmount the center diamond stone of their jewelry. If the unmounting is not approved, at no point do we remove the stones. When we received your band and determined we would not be able to list it for auction, we then followed up with you to initiate the return.
  
  Although we were unable to assist you with the sale of your band, we do hope you will find more success through another avenue. Please do not hesitate to follow up with our team directly if you have any remaining questions.
  

  Thank you,
  

  The Worthy Team

• Initial Complaint

  Date:05/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ring to a company called worthy an online jewelry company that sells your jewelry,,, before getting my ring, *********************, an employee was in constant contact with me after sending my ring, they received it and kept saying they sent it for grading and we would wait for the review my ring is worth at least $ *****, they told me its worth selling it for only $300 I just want my ring back, I spoke to Zales who we bought the ring from, they said those people will offer way less and then go sell it for double they will. Not respond to me about my ring and sending it back. Our infant son just passed away and the money was supposed to go to rent I was in the hospital and missed a lot of work physically and emotionally. We need help getting our ring back. Thank you . They said our ring number is *******

  

  Business Response

  Date: 06/15/2022

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

  
  Although we recently haven't been able to reach you by phone, were glad we were able to briefly connect with you by email to confirm the return of your ring. We shipped your ring back as an overnight shipment and within two days of confirming the return location with you, per the ***** tracking information we provided to you directly. 

  
  When you originally submitted details about your ring, you indicated the center diamond stone was 2 carats. After receiving your ring and providing complimentary grading through GHI, one of the independent grading labs we partner with, the center stone was listed as being between **** - **** carats. Please note, although your ring also contains other smaller diamonds between ****** - ****** in size, the potential resale value of your diamond ring is primarily influenced by the carat size of your center diamond instead of the total carat weight of all diamonds. 

  
  Your grading was completed and the recommended reserve amount was presented to you on May 27th in preparation for starting your auction. Although the recommended reserve is a suggested figure based on past auctions and current market trends, you ultimately have complete control of what you set your reserve price at. This ensures your jewelry will not be sold unless the minimum amount you set has been met. When you reached out that afternoon to go over the recent evaluation, the representative you had been working with was unfortunately out of the office for the Memorial Day weekend. Our office was closed Monday for the holiday however a member of our team followed up with you first thing on Tuesday. 

  
  Your BBB complaint was filed on May 27th, before we had the opportunity to connect with you to discuss the recent evaluation. We recognize the holiday weekend created a delay in our follow up however after our team initially spoke with you the following Tuesday, your return was initiated and the package was shipped back to you that same week. Our normal processing time for returns is **** business days but in light of the concerns you outlined in your complaint, we took immediate action to expedite the return shipment. 

  
  A member of our leadership team has been attempting to reach you directly to ensure there are no remaining concerns that need to be addressed. If there is anything more we can do to improve your experience with our company, please do not hesitate to let us know. 

  
  Thank you,

  
  The Worthy Team

• Initial Complaint

  Date:05/17/2022

  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 submitted a 3 carat ring for an evaluation with worthy. I had intended to sell through their website. They did everything they could wanna see in the pictures of my ring. They contacted me multiple times and I sent the ring to them assuming this was legitimate. I heard from them constantly when they got the ring and said that there was pictures and that they were getting it ready. However once I looked and found out about all the complaints on your website Better Business Bureau I got nervous since they stopped all communications after receiving this item probably worth over $10,000. I then contacted them telling them I wanted my ring back. In response I got a continual automated response that they will be returning at the 7 to 10 days into verify my address when I would return these email I got the same automated response and have not heard from anyone . I am beyond disappointed the original man who contacted me ****** said he lived in ****** ******** and understood where the original jeweler who had made my ring and ******* ******** lived. I feel completely scammed and taken advantage of. I needed this money to pay for my daughters college and graduation party. However now I cannot get anybody to return a phone call and I cannot get my item back in the same manner that I shipped to them. Im asking for a simple courtesy and my item back

  Customer Answer

  Date: 05/18/2022

  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.
  However, I dont feel

  this matter wouldve been resolved in such a quick matter without your help.   I appreciate you all 
  Sincerely,
  
  ***********************