Complaints

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

close

Find a Location

Worthy.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/15/2024

  Type:Sales and Advertising 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 early November 2023 I submitted ****************** band set and a certificate of authenticity to Worthy. I had seen commercials for their service on tv and thought it was a good idea to sell as I am divorced and didn't wear them anymore. I got a quote locally about a year ago for $2400 from a local jeweler here in ******. I thought that was really low as my set originally was $8500. I had an auction and it didn't sell. I decided to give it one more round or I would request that they send my set back (as they advertise that if it doesn't sell, they will send your rings back). I called Worthy and one of their employees, ******, set up over the phone, what I agreed to to the new online auction. I told her I wouldn't accept less then $2000 as I had been offered a higher amount at $2400 here in ******. The problem is that my ring sold for $1950 and I never authorized the sale at that amount, nor would I ever as that would mean only about $1600 in my pocket after their fees. The sale of my ring set was in early December 2023 and I have been arguing my point that I never authorized this sale on their site nor through email. I have asked them for all kinds of proof of this and they will send me doctored up spread sheets and I can't even go to the site to see the history of bids or anything to look at my account. All my account says is the sold items and for how much the winning bid was. I never agreed to this amount as I would've just asked them to send them back where I would go back to the jewelers and sell for the $2400. Worthy has offered to minimize their commission, bringing their final payment to me to $1773 which is considerate I suppose but it's not even close to what I had agreed to. I never signed anything to authorize the sale, nor did I login to their site to take the final offer as they say I did. I had no idea even how to do that. This was an eternal problem that they are just not admitting to, saying that using their site is an acceptance of their terms.

  

  Business Response

  Date: 03/22/2024

  Hello ****************,
  
  We recognize you remain unhappy with the outcome of your jewelry's auction however we are disheartened by what we feel is a mischaracterization of your recent experience with our company.
  
  As a reminder, two members of our leadership team have already corresponded with you by phone or email in an attempt to clear up any confusion surrounding the recent sale of your jewelry. An initial phone call took place on December 28th, 2023 and follow-up email correspondence occurred between January 2nd and March 8th, 2024. With this response, we have attached our email correspondence with you as we believe it displays the effort taken by our team to address your concerns. 
  
  Your auction ended on December 13th, 2023 with the highest bid placed being below your reserve price of $2,930. A follow-up email was sent to you advising of the auction's outcome and the option to accept the highest bid through your account. We can confirm when you accessed your account that same day, you declined the highest offer and chose to submit a counter-offer of $1,950. This amount was accepted by the buyer and in turn, finalized the sale of your jewelry. For complete transparency, we provided you with a screen recording of your logged account activity, taken directly from *********, a third-party tool used to capture and understand user activity on our website. It's important to note this recording displayed both the device you used as well as the associated IP address where the account was accessed from. It's also important to note that the recorded session shows your initial typed entry of $1,900 that was then updated to $1,950 before being submitted which indicates a deliberate selection on your part. We have attached a copy of the screen recording showing the actions taken by you with our response as well.
  
  A confirmation of the $1,950 counter-offer you submitted was sent to you by email immediately after you took this action. We did not hear from you again until December 21st, 7 days after the sale had been finalized. Although we remain confident we have already provided a reasonable and fair resolution to your concerns in our recent communication, a member of our team will follow up with you again to discuss this further.
  
  Thank you,
  

  Worthy Team

• Initial Complaint

  Date:03/12/2024

  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 sent my wedding and engagement rings in to Worthy.com to be appraised with a potential sale of the rings in mind as I was out of work due to a strike. They have since lost my rings after i requested them to be sent back and have proceeded to offer me drastically under my appraised value of the rings while also trying to add partial payment of their insurance deductible that they are required to pay as a result of losing MY property.My rings had previously been appraised at a value of $17 605.Worthy received my rings on 5/9/23 and it took them roughly 1 month to receive their appraisal for what they would offer me as a sale price. I declined their offer and asked them to return my rings to **** was told that my rings would be sent back to me via ****** 2 day shipping on 7/18/23.After nearly a month had gone by, I got in contact with representative *************************** on 8/28/23. Was told that she would look into the process further and had to contact her myself over two weeks later on 9/13/23 via phone. Shortly after that call I was made aware that my rings had been "lost or misplaced" by one of the labs and that she would start the insurance claim process.Since then it has been months and months of little to no correspondence on their behalf unless initiated by myself. Finally, after pleading with them and begging not to have to get legal representation involved, I was offered a sum of $10 300 while having to also pay half of their $5000 deductible for losing my ring, leaving their total attempted payment for $17 605 worth of jewelry, sentimental value of said jewelry and nearly a year spent in correspondence and hardship in dealing with the situation of them losing my property and not being accountable for it.I have attached the email correspondence that I've received to the best of my ability as well as the appraisals from the past which had also been sent to Worthy during this process. I have pleaded with them to avoid legal intervention several times as well

  

  Business Response

  Date: 03/15/2024

  Hello ****************,
  
  We regret to learn that the communication we've provided thus far has not met your expectations. Our aim has always been transparency regarding our actions and where we stand in resolving this matter.
  
  Our team regularly handles hundreds of pieces of jewelry each week with care and without issue. Although such an oversight is extremely rare, we recognize the great concern if has caused and we have remained committed in determining the most appropriate way to resolve this with you.
  
  Your original intention was to sell your jewelry and we focused on setting your auction up for success. As part of the complimentary services provided in preparation for your auction, your center diamond was graded by the *** for an accurate and objective evaluation. Based on the characteristics certified by the *** for your diamond and a thorough assessment of current market trends for diamonds comparable in quality to yours, we provided a suggested reserve price for your jewelry. We focus on educating on the significant difference between the original retail cost of jewelry and it's potential resale value as pre-owned jewelry being sold in a secondary market to ensure realistic expectations are set. Although your auction received a total of 20 bids from our network of professional buyers, the highest offer placed was still over 200% below the minimum amount you were hoping to receive.
  
  In light of the loss that occurred, we have focused on how to best resolve this while taking both the jewelry's current market value and the value you have placed on it. As outlined on our site and discussed with you directly, our insurance coverage is for the resale replacement value of the jewelry. Through our insurance claim process, we had an impartial third party objectively review and determine a resale replacement amount for your jewelry. A deductible was applicable however in light of the period of time it has taken to resolve this, we offered to cover half of the associated cost.
  
  We understand your dissatisfaction with the offered amount, and a senior member of our team is liaising between both you and our insurance provider until a satisfactory solution is found. Thank you for your patience and understanding as we work towards a resolution.
  
  Best regards,
  
  Worthy Team

  Customer Answer

  Date: 04/04/2024

  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:

  • First of all, That amount is insulting. Even if my jewelry is “pre-owned”
  • My wedding ring set wasn’t up for auction very long, and because of Worthy’s ridiculous lack of communication, I was never given proper updates on the process or progress.
  • Regardless of the highest bid of $3,720, that amount should not affect the value of my wedding ring set that was lost by your company or influence the insurance claim.
  • I spoke to multiple jewelers before sending my valuables to Worthy, and all three of them offered me much more than $10,320 for my wedding ring set. That's why I decided to have my jewelry returned to me according to Worthy's guaranteed policy. However, because of Worthy's improper care and negligence for my valuables, which were lost while in their possession, I no longer have the option of reselling my jewelry to anyone."
  • You’re absolutely right. Worthy should be responsible for the appraisal value from ***** **.. Another option would be for Worthy to replace both rings with the exact items from ***** **. or to purchase a new jewelry piece with comparable quality. I’ve done extensive research and found out that my jewelry set is currently worth approximately $25k on ***** **.’s website. As such, the set has not depreciated but, in fact, gone up in value. I’m more than happy to provide you with the link and the contact information of my jeweler at ***** **.
  • Due to a poor experience and lack of communication, I don’t trust the nominated adjusting firm to provide an objective evaluation. Since I haven’t seen or been given documentation of these evaluations and/or research that you speak of, how do I know they are credible?
  • In conclusion, the email is confusing and offers more questions than answers. 

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

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

  

  Business Response

  Date: 04/11/2024

  Hello *** ******, 
   
  Thank you for sharing your concerns with us. I appreciate your candid feedback, and I'm here to address each of your points to provide clarity:
   
  Amount of $10,320: We understand your disappointment with the amount approved through insurance. We have taken great effort to explain how the insurance provider came to the approved figure and although you may disagree with the evaluation, we must remind you that it was determined at their sole discretion. In light of the concerns you've expressed, we are also providing the difference between the approved insurance payment and the amount you would have originally received, had your $12,000 reserve price been met. You originally set the value for your jewelry with this reserve amount and although your feelings on its value appear to have changed in light of the circumstances, we remain confident that helping you reach your original goal is a fair and reasonable resolution.
  
  Lack of Communication During the Process: The feedback on communication throughout the process is disheartening. Our records indicate that you received a total of 17 emails from us since your item arrived, including notifications regarding the offer on your item after the auction. Additionally, our Auction Managers made five separate calls to ensure that the auction process was fully addressed. We have added our system logs of dates and times our team reached out to you throughout the process.
  
  Highest Bid of $3,720: We shared the highest bid of the 20 bids received during the auction to illustrate the actual resale market demand for your item amongst the professional buyers within our buyer network. The extensive data gathered from both your auction and auctions of jewelry comparable in quality help establish the amount professional buyers such as jewelers located right in the Diamond District of New York City are willing to pay. I have attached a screenshot of the your auction details which show the amount you set as your reserve and the bids that came in for your item. 
  
  Appraisal Value from ***** **.:  We appreciate your research and the provided information, the nominated adjusting firm used your documentation along with their resources to get a value based on the resale market. It is unclear where you believe the information was given that your appraisal price should be honored as we have been clear throughout our communication that our platform is used to resell pre-owned items and our insurance policy mirrors our platform in the fact that it covers the resale value. Using the amount an item is selling for at retail is not realistic when speaking about a preowned piece as retail prices include markups for overhead costs and profit margins, which are not reflective of the item's intrinsic value in the resale market.
  
  Trust in Adjusting Firm: Our nominated adjusting firm follows a rigorous evaluation process, utilizing industry-standard tools like the ******** ******* Price List. In addition to this, they also consult with dealers and jewelers in the trade to ultimately calculate the resale replacement cost. You have been provided the contact information to speak with the nominated adjusting firm directly about their determination. 
  
  It is important to note that in accordance with our Terms and Conditions, any approved amount for the insurance claim will be based on the resale replacement cost and determined at the sole discretion of our nominated adjusting firm. It's crucial to understand that your pre-owned jewelry will be evaluated based on its current market worth, which may vary from the original purchase price due to factors such as market conditions, depreciation, and shifts in demand for jewelry of comparable quality. I apologize if my previous email added to any confusion. I'm committed to addressing all your concerns and ensuring clarity in our communication. If you prefer, we can discuss this matter over the phone. My calendar link was provided in our last email exchange and I remain available for any appointment set. 
   
  Please let me know if you have any additional questions or concerns.

• Initial Complaint

  Date:01/08/2024

  Type:Sales and Advertising 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 shipped a ring to worthy in July 2023. On 7/20/23 I received an email mg shipment was available for pickup at ****** The tracking number provided showed the item had not yet left ********. I went to ***** to pickup the item and they advised they did not have a package under my name or worthy. The tracking number in the email was oddly different from a separate tracking text I received from worthy for the same shipment. I contacted worthy and the item was eventually reshipped 9/18/23. Unfortunately the result was the same as the first attempt. I received an email and text and when I went to get the item from ***** they did not have the package or any record of it. I verified the address of the ***** store to ensure it was the right location. The item was reshipped 10/5/23 and again the same situation occurred with no package available. I was charged a fee each time this occurred. I contacted worthy and paid another fee and requested the item be sent to my home. I signed requesting the item be left on the doorstep by ***** and again did not receive the item from worthy. I simply want the item returned to me as they have had my wedding ring for 6 months. I am also requesting not to be charged a reshipping fee. I have attempted to contact worthy and I also cannot understand why they would not be actively trying to return an item they do not own. My next time would be to file an insurance claim for a lost / stolen item.

  

  Business Response

  Date: 01/09/2024

  Hi *****,

  We share your concern with the amount of time that has passed since we first attempted to return your jewelry to you. To this point, we have shipped your jewelry on three separate occasions between July and November, and each time the package was returned to our office. We remain focused on getting your jewelry returned to you without any further delay.
  When reviewing your account, we can confirm you were notified by email on July 28th, October 3rd, and November 15th that your package had been shipped. Each email included the corresponding ***** tracking to monitor the shipment and prepare for its arrival to the confirmed return location. It does appear as though you also received other correspondence containing different tracking information which understandably created some confusion. Had our team been notified as soon as you experienced any issues, we could have very easily cleared up the confusion and made sure you were able to retrieve the package while it was being held by ***** on any of the three occasions they had it.

  For reference, we have included the ***** tracking information for each of the three shipments we notified you of by email below.
  

  Return attempt #1:
  -Shipped 7/18/23
  -***** Tracking # ************
  

  Return attempt #2:
  -Shipped 10/12/23
  -***** Tracking # ************ ****** ******* ***

  
  -Shipped 11/15/23
  -***** Tracking # ************
  To ensure the final shipment attempt results in a successful delivery, a senior member of our team has reached out to you directly today. 

  Thank you,

  Worthy Team

• Initial Complaint

  Date:01/05/2024

  Type:Order 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.

  Worthy lost a 31gram 19k solid gold bracelet. They are refusing to pay a fair market value to replace the lost bracelet Worthy lost a $**** dollar solid gold bracelet of mine and are refusing to pay a fair replacement and if they cannot locate it then I want a fair value dollar for the lost bracelet. I have a professional appraisal for 0ver **** dollars and expect a resolution close to that number and value for it. Their offers are far below market value for the gold alone. I want the bracelet back or pay a replacement amount for it.

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2024

  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.

  Plenty of communication during the phases of sending/receiving my items and during the selling process. Once my items sold, however, all communication from Worthy ceased. They quote a time frame of 3-5 days to receive your payment once the item sells. On day four I called for an update and was told that I would receive payment on the next day, the fifth day. On the fifth day, I called and was told that it was too late in the day (4PM) because "finance closes at 5:30pm" but that I may still receive payment that day but it would certainly be by the next day, the 6th day. On the 6th day, I chose not to wait until the end of the day to call. When I called I was told that I would receive payment in the next 1-2 business days (today if Friday, Monday would be the 9th day). I was told that there was no one to escalate my phone call to when I asked for a manager. I was told there were no guarantees about when I would receive the funds. I have now been told three days in a row that I would receive the funds in 1-2 days, but still have no money from the sale of my item.

  

  Business Response

  Date: 01/10/2024

  Hello **************,
  
  Congratulations on the recent sale of two of your jewelry pieces. Once again, we appreciate having had the opportunity to partner with you in their sales.
  
  The sale of your ring was finalized on December 27th and the sale of your watch was finalized on December 29th. Payments for successful sales are normally issued within 5 business days of the sale being finalized however the recent holiday created some delay in the processing time. Proceeds for both sales were issued to you on January 5th which would have been within the normal timeframe for the watch's payment. We sincerely apologize for the slight delay in the payment of your ring and for any confusion that led to such a poor experience.
  
  We're hopeful you have since received the funds but your bank may require 1 additional business day to process the payment on their end. To ensure we have thoroughly addressed this with you, a member of our leadership team reached out to you directly today. 

  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:01/02/2024

  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 sent my Rolex watch, with corresponding paperwork, to Worthy on 11/07/23. The watch that I received a grading report on and that was put up for auction was not the watch I sent it. I brought it to *****'s attention on 11/28/23 at 6:31pm. I followed up with **** on 11/29/23 at 10:49am. **** told me she would check into it and get back to me. A few hours later the serial # and model # were changed to match the watch I sent in but the attached grading report was still for the other watch. At 1:52pm I spoke to **** and she said it was just a clerical mistake. I told her I wanted my watch sent back to me and I was told it would be inspected before it was returned. On 12/08/23 I picked up a watch that was shipped from Worthy. The paperwork they sent back with the watch matched my original paperwork yet the watch did not. The watch I received was the serial # and model # of the watch that I received the grading report on and that was put up for auction as my watch. It appears my watch was misplaced or stolen and they tried to pass off another watch as my watch. Even blatantly falsifying the watch they sent back to me. I tried to resolve this issue with *************************** and she is now putting the burden of proof on me.

  

  Business Response

  Date: 01/09/2024

  Hello ******************,
  
  When the concerns for your watch were brought to the attention of our leadership team, a thorough review was conducted to better understand what may have happened. As explained to you directly, after completing our review, we are confident that the watch we received from you originally is the same watch that was later returned to you.
  
  Your watch was professionally cleaned and photographed shortly before the watch was sent to Central Watch for an in-depth assessment and authentication. The serial and model numbers observed on the physical watch were noted by Central Watch and included in your watchs grading. Due to your concern with the serial and model number from Central Watch not matching your 2015 report, our team updated the numbers within our records to match your 2015 report. When revisiting the steps our team took, we acknowledge we should have instead stopped the auction preparations and focused on the prompt return of your watch as soon as the discrepancy was observed. We recognize now in our attempts to help you proceed with the auction, an unfortunate assumption was made that we had altered your watch or switched it with another. 
  
  Outside of the inscribed serial and model number, no aspect of the returned watchs physical appearance has been in dispute. Furthermore photos of the returned watch you provided are identical to the watch pictured in your original submission photos as well as the photos taken during different parts of our process while the watch was in our possession. Although the possibility of our company being in possession of another Rolex watch identical to yours during the short period of time it was in our possession was extremely rare, all 139 Rolex watches we received during that time were reviewed to be sure. Only a handful of Rolex Oyster Perpetual Datejust models were received in addition to yours and all had notable differences between the dial color, bezel and hour marker style, and/or the watch face size.
  
  In light of our thorough review, we called into question the 2015 paperwork you indicated came with your watch. We encouraged you to refer back to the retailer you purchased your watch from to confirm the details of your purchase as it was entirely possible you were provided with incorrect information. We remain available to review any additional documentation you obtain in an effort to fully address your concerns. Please follow up with our team directly if you have any additional questions or concerns. 
  
  Thank you,
  
  Worthy Team 

  Customer Answer

  Date: 01/14/2024

  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:

  [Your Answer Here] From the time Worthy received my watch and corresponding paperwork on 11/07/23 until a watch was returned to me on12/08/23, no one at Worthy expressed that the watch I sent them didn't match the paperwork I sent with the watch. Not until I informed ***************************, head of customer success, that the watch I sent in was not the watch that was returned to me, is worthy now saying the watch I sent in didn't match the paperwork I sent with it. This after I was told by ***** the watch goes through a thorough inspection process before it is sent back. The paperwork Worthy sent back, with the watch they sent back, matched my original paperwork but not the watch. So they falsified the paperwork to lead me to believe it matched the watch they were sending back. They are now trying to place the burden of proof on me when at no time while my watch was at Worthy, did anyone at Worthy indicate there was a problem with the watch I sent not matching the paperwork I sent.

   

   

   

   

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

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

  

  Business Response

  Date: 01/30/2024

  Hello ******************,
  
  As explained in our most recent email to you directly, we rely on third-party grading experts such as the *** and Central Watch for authentication and objective grading of all auctionable valuables. It was during this in-depth assessment at Central Watch that the serial and model numbers in question were observed on the physical watch instead of the numbers listed on your Gemworld Pre-Owned Rolex Report.
  
  When it became clear there was a discrepancy between the serial and model numbers that Central Watch identified on your physical watch and the paperwork you provided, we should have halted auction preparations and returned the watch to you so you could look into the matter further on your end with the retailer you originally purchased the watch from. Instead, our team confirmed with you we would proceed with editing these two details in our records to match the details on your paperwork when you expressed concern about the discrepancy. The paperwork that was included in your watch's return was based on the edits we advised you our team had made.
   
  We recognize the numbers listed on the grading report leads you to believe that you have not received the correct watch back however we have already ruled out any possibility of a mix-up. As explained previously, we did not receive any other Rolex-branded watches that closely resembled your watch, let alone an exact match to yours within a period of time before and while your watch was in our possession. We must call into question if the model and serial number listed on your grading report is accurate as this would not be the first instance we've observed such a thing to occur. 
   
  You were previously encouraged to follow up with the retailer the watch was purchased from to verify the watch's details. We still remain available to review any documentation for the purchase such as a purchase receipt once it is provided to us. If you have any questions in the meantime, we welcome you to follow up with our team directly.
  
  Thank you,
  
  Worthy Team
  
  

  Customer Answer

  Date: 02/10/2024

  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:

  [Your Answer Here]

   Worthy was negligent in the handling of my Rolex watch. Not once while my watch was in their possession did anyone at Worthy inform me that the watch and paperwork I sent them did not match. When they emailed me the report from grading, I immediately informed them that the report did not match the watch and paperwork I provided. Even then there was no indication that there was a discrepancy with watch and paperwork. They instead changed the model and serial number to match the watch and paperwork they received from me. I was told there are several checks and balances in place to verify the authenticity, serial number and model number of the watch. I was told by ***** that the watch they would be sending me back would be verified before it was sent. The paperwork from Worthy, that was sent back to me with a watch, indicated the watch they were sending back matched the watch and paperwork I had originally sent them. So they falsified the paperwork to indicate they were sending me the watch back that I had sent them. They are now putting the burden of proof on me. They are telling me to prove the watch I sent them matched the paperwork I sent. 

   

   

   

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

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

• Initial Complaint

  Date:12/22/2023

  Type:Billing 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 mid-October I sent my diamond to Worthy. They sent me an email saying they received it. Then, all of a sudden, they say they never received it. For the last 2-3 months I've been dealing with ********* trying to get a refund from their insurance company but she keeps stringing me along with more bogus dates. On November 30th, she "expected to hear an update next week". It is now December 22 and I have sent her several emails asking for an update and have gotten no response. The diamond is a **** CT VS1 H color worth between $10000-$12000. I've sent the appraisal and purchase history to Worthy. The diamond markets have gone down several percent since I tried to sell my diamond, so I hope the replacement value will be based on when I shipped my item which is SEPTEMBER 23! THAT IS THREE MONTHS AGO! Dates - September 23 diamond shipped September 28 diamond confirmed received by Worthy ********* says they didnt receive it until October 4 October 9 they tell me they never received it October 11 we start the process of claim Through October 11 and today there has been a lot of back and forth. I want a prompt resolution to this case. How hard is it to contact your insurance company and file a claim? IT SHOULD NOT TAKE THIS LONG.

  

  Business Response

  Date: 12/26/2023

  Hello ************,
  
  We sincerely apologize for any concerns or frustration that have occurred during our communication with you. To confirm, we received your package on September 26th however when it was opened by our team, the loose diamond we were expecting to receive was not located within the packaging. For the protection of our sellers as well as our internal teams, our operations are under surveillance and based on this discovery, an investigation was initiated with ******
  
  Although issues with shipments such as this are extremely rare, in the event a loss has been concluded, a claim will be filed with both ***** and our insurance provider. We cannot control the period of time the insurance process *** take however we will continue to focus on preventing any delays that could contribute to its processing.
  
  Our team will continue to stay in contact with you as we have additional updates. If you have any questions in the meantime, please feel free to follow up with us directly.
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:12/11/2023

  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 jewelry to worthy for auction. They offered me around $400 for all. I refused to accept their offer & requested they return my jewelry. They sent me an email stating that they sent my jewelry to a ***** location near me & that it was available for pickup. When I went to pick up the guy at ***** said they never received the package. He said they created a shipping label but the package never moved. I contacted ***************************** said I had to pay for each piece of jewelry to be shipped to me because it was returned. I went to this ***** location the day I received their email. They never shipped my jewelry to this ***** location. They held it there & are now trying to charge me to get my jewelry back. I have an appraisal certificate showing my certified diamond necklace alone was valued @ $5000 back in the 90s. I feel like worthy is trying to steal my jewelry. The should have sent it to my return address instead of the nearest ***** location, I just want other sellers to be aware of their service. They need to send my jewelry back to my return address or compensate me for atleast the $5000 because I know it would be worth a lot more today.

  

  Business Response

  Date: 12/21/2023

  Hello **********************,
  
  To clarify, we did ship your jewelry and communicated this by email to you on November 20th. The package was held at the ***** location you previously confirmed for 5 business days before it was returned to our office. A copy of the email sent and the ***** tracking information confirming the shipment is included with our response. With that said, it does appear that a follow up email included incorrect ***** tracking information which led to the likely confusion about the package. In light of the issues that have occurred with the initial shipment, we have agreed to waive the reshipment fee we previously requested for you to pay. 
  
  We remain focused in getting your jewelry returned to you. A senior member of our leadership team will be contacting you directly to ensure you receive your jewelry without any further issues. 
  
  Thank you,
  
  Worthy Team 
  

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2019 after an engagement broke off I sent a ring to Worthy in an attempt to recoup some of the money I had spent. I wasn't happy with the offer so I declined and said go ahead and send me the ring back. For the past 4 years the ring has been in my safe and recently I went to sell it at a local jeweler. The ring they sent me back is not the ring I sent them. I sent them a platinum engagement ring worth almost six thousand dollars And they returned With what I believe to be the original Diamonds But it is in a Gold-Plated setting And all of the accent Stones are glass. This was confirmed by a local Jeweler where I tried to sell it And on Friday morning I'm sending it back to brilliant Earth Which is who I originally purchased it from and they're going to confirm The same information I am providing. I have all the original documentation and sales receipts along with insurance policies on not only the engagement wedding band set but other jewelry. I reached out to Worthy and they gave me an email address to send them pictures and documents but I believe they will disregard any of my complaints at this point. The public should be where of any business they do with worthy.com. the pictures will include the ring I purchased and sent to where the along with the pictures of the Ring I got back

  

  Business Response

  Date: 12/12/2023

  Hello **************,
  
  The statements you have made are very concerning and we have completed a thorough review to ensure they are appropriately addressed. We believe a gross misunderstanding has occurred as we are confident the jewelry we returned to you is the same jewelry we originally received from you. 
  
  We must remind you, as confirmed by our records and various correspondence we had with you directly, you shipped your jewelry to our office in July of 2020 and it was later returned the following month, August of 2020. When reviewing the photos you provided of the ring you are claiming is the ring that was returned from our company, there are very clear and noticeable differences that do not match our records of the ring we originally received and ultimately returned. 
  
  As explained in our recent communication to you directly, when reviewing the intake and return photos of the ring taken for internal records, the proportions of the side stones to the center and thickness of the shank all fall in line helping us verify the ring we returned to you is the same jewelry we originally received. Those photos were attached with the response and we're including them again here for reference. 
  
  As outlined in our terms and conditions, any concerns with returned jewelry must be reported within 7 days of receiving and assessing the contents of the returned package. The photos of the ring you provided show noticeable differences, differences we would reasonably expect to be discovered and reported right away. Regardless of the time that has since passed, we remain confident we returned the correct jewelry to you and encourage you to retrace any steps you took since the jewelry was returned over three years ago. 
  
  Due to the nature of the services we provide, careful and deliberate steps are taken throughout our process too protect both our sellers and our company from claims that do not accurately reflect what has occurred. If you have any remaining questions, we encourage you to follow up with our senior leadership team directly. 
  
  Thank you,
  
  Worthy Team 
  

  Customer Answer

  Date: 12/13/2023

  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:11/10/2023

  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 am extremely disappointed in the quality of service from this company. I sent in my engagement ring to be auctioned. The price at the end of the auction was laughable. I had taken it to several local jewelers beforehand and every one of them offered far more than what Worthy was going to pay. I immediately asked for my ring to be shipped back to me. It took 2 days for anyone to even return my calls and emails after the auction ended. Of course prior to them receiving the ring they were in constant communication. Finally I was able to talk to someone who said that my ring would be shipped back to me. That was two weeks ago and the ring hasn't even been shipped yet! All I get is the runaround. I am going to be forced to take legal action if I do not get my ring back ASAP. This is completely unacceptable for a company that prides themselves on their "high" level of service.

  

  Business Response

  Date: 11/14/2023

  Hello ****************,
  
  We're sincerely sorry we weren't able to help you reach an acceptable offer for your jewelry. We have since shipped your jewelry back to you and your package is available for pickup at the ***** location you previously confirmed. 
  
  When your auction ended on 10/24 and you requested the return of your jewelry, this request was acknowledged that same day and we can confirm your Auction Manager attempted to reach you by phone the following day. A counter-offer from a buyer was presented and when this was not accepted by you, our team initiated your jewelry's return on 10/26. 
  
  As part of preparing your jewelry for return, we advise the return processing timeframe is **** business days. Your jewelry was shipped on the 11th business day from when the return location was confirmed. We do acknowledge the return preparations, which included having your center diamond expertly and carefully remounted to the ring's setting, took additional time than we initially anticipated and we are genuinely sorry for the frustration this has created. 
  
  To ensure we have thoroughly addressed the concerns with your recent experience, a member of our leadership team will be contacting you directly. We look forward to connecting with you.
  
  Thank you,
  
  Worthy Team

  Customer Answer

  Date: 11/19/2023

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