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:11/08/2023

  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.

  This is the absolute worst company. A total rip-off. Offered $200 for my 1ct platinum bridal set, then, after confirming my mailing address, sent it somewhere else because they said I didnt sign a release that was never mentioned on the address confirmation page. Now they want to charge me another $50 to send it back. Communication is HORRIBLE and its an absolute RIPOFF.

  

  Business Response

  Date: 11/14/2023

  Hello ****************,
  
  We sorry to hear about your recent experience. When reviewing your account, it does appear that several misunderstandings may have led to the frustration you've felt. 
  
  In reference to your concerns with the evaluation that was presented for your bridal set, it is important to first clarify that the center diamond within each ring was made up of a collection of smaller diamonds. In a resale market, the carat size of individual diamonds within the jewelry will have a greater influence on the jewelry's resale value than the total carat weight of all smaller diamonds within the piece. We understand this may be disappointing news however we believe it is important to educate on the differences between retail and resale values so realistic expectations can be set. You are given complete control on the minimum amount any of your jewelry sells for and in the event no offers placed are acceptable to you, your jewelry is returned free of charge. 
  
  When our team initiated the return of your jewelry on October 12th, you were asked to approve the return location we could ship the jewelry to. That same day we can confirm you selected the nearest approved ***** location to you and a follow up email was sent confirming this selection. You were also given the option to select an alternative return location such as your home however this option appears to have been overlooked when the return was confirmed. In light of the issues that occurred with the initial shipment, our team agreed to waive the reshipment fee and worked with you directly to ship your package to your home. We have included screenshots from when the ***** location was confirmed and our follow up communication confirming it for reference. 
  
  To ensure any remaining concerns have been addressed, a member of our leadership team will follow up with you directly to discuss your recent experience. We look forward to connecting with you.
  
  Thank you,
  
  Worthy Team
  

• Initial Complaint

  Date:11/06/2023

  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.

  I decided to try and sell items with Worthy.com 6/19/23 my 4 items (a diamond ring with 14k gold band, a Waltham pocket watch, an Elgin Pocket watch, and a silver Gotham watch face) were approved as eligible for auction 6/21/23 my 4 items were shipped to Worthy 6/22/23 I received 2 emails saying my items did not meet eligibility for auction 6/23/23 I received another email saying my items were received and still needed to be authenticated by experts 6/29/23 I emailed Worthy to ask for a current status on my items 6/30/23 I received an email back from *************************** at worthy saying since I sent multiple items, it takes longer to prepare. And also that Id want to wait until after the July 4th holiday before auction On 7/21/23 I called Worthy to ask for an update on my items. I was told there was a hold up in the lab & that they would email me an update as soon as possible. I received an email that stated my items were not eligible for auction. I sent a return email asking for my items to be returned to me. No answer. 8/2/23 I called Worthy and the call was answered by someone named *** (or Makenzie?). She looked into my items and said they are not eligible for auction. I asked for my items to be sent back to me. She also claims the Diamond ring I sent was damaged (with no other details given to me.) I was told Id receive an email with shipping info for my return package. Hours later, no email received. 8/3/23 I received an email that my shipping label was created with ***** but that ***** did not have my package yet. 8/18/23 I received an email that ***** had my package. 8/22/23 I received my ***** package from Worthy but it only contained my ring, not my 3 other items (pocket watches) Since then Ive contacted them to receive a return on my pocket watches and 1 watch face & have not received any return information. Every time I log in to check my account, it shows an error message when trying to view my items. I would like my items back.

  Customer Answer

  Date: 11/14/2023

  At this time, I have been contacted directly by Worthy.com regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 11/15/2023

  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:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent my Ring _9935254 to Worthy to sell on auction, passed on the extremely lowball offer on 9/21 and requested the ring be returned unmounted to expedite the return. I received an email and text on 9/24 requesting I confirm the shipping return address, which I immediately responded to. The next notification stated it would be returned within **** business days. I called on 10/5 for a status update because the tracking label stated "label created". The girl told me the ring was still be remounted, and I again told her I did not want it remounted to just ship it back, which she said she noted for the shipping department. Today (10/12) I checked the tracking number and again it has still not shipped. I called and spoke to their customer service Rep who stated the ring was still be remounted and the last note on the account was from 9/24 and they did not have an update. Therefore the last girl I spoke with never noted the account, or it was completely disregarded, and again no update on the ship date. No one knows what is going on at their facilities and you NEVER get a clear answer. It is simple at this point, put the unmounted diamond and setting back in the box and SEND IT BACK!!! They text, call and email you NON STOP about sending the ring in and about accepting their buyers lowball offers, but their customer service immediately ends the moment you do not proceed or the auction is over. It is absolutely ridiculous and unacceptable. Once they ship the item back, they only give you a 5 day window to pick up the ring at a ************* which has to be coordinated around work and travel plans.

  

  Business Response

  Date: 10/25/2023

  Hello **********************,
  
  We are sincerely sorry to hear about your recent experience and that it did not meet your expectations. As a reminder, when the highest offer did not meet the reserve price you set, your Auction Manager offered to negotiate with the buyer and was able to secure a counter-offer $500 below your reserve. When you declined this offer our team did not hesitate to initiate the return process for your jewelry. 
  
  It is important to note when reviewing the past call, email, and text communication you had with our team, we are unable to locate the request for your jewelry to remain unmounted and for the return to be expedited. On 9/21, the only communication we received from you was a text message stating, Decline, after fees it's half the value. It can sit in my safe for now.
  
  Your return was confirmed on 9/24 and at that time, we advised you the return processing timeframe was **** business days. When you reached out to our team on 10/5, 8 business days into processing the return, this was the first communication we can confirm you indicated you were okay with having the jewelry be returned unmounted. We sincerely apologize this request was not properly relayed to our shipping team as it was understood your return was close to being completed. When you followed up on 10/12, it was clear we had exceeded the return processing timeframe originally advised and our support team immediately reached out to our shipping team to check on the status of the return and to relay your approval with having the diamond returned unmounted.  
  
  Our team communicated with you by email between 10/12 and 10/16 when we advised you that your return was being packaged. We notified you the following day your package had been shipped and provided the ***** tracking so you could anticipate its arrival to the ***** location you had previously confirmed. It was also communicated that ***** would hold your package for up to 5 business days before it was at risk of being returned to our office. 
  
  Although you have since received your jewelry back, in light of the concerns with your experience, a member of our leadership team will follow up with you directly. We look forward to connecting with you and determining any steps we can take to improve your overall experience. 
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my engagement set into Worthy to see if I could sell it. I wasnt pleased with the amount I could get so I asked them to send the ring back. Which is a free service that they advertise will be a super easy process. They supposedly shipped out the ring through ***** and I tracked it. However, ***** never tried to deliver the set back to me. When I checked tracking it says they were told to return the item back to sender, even though it was never even attempted to deliver. Ive written worthy multiple times, over several weeks, through multiple different contacts and have heard nothing back. Its completely unacceptable since they have essentially stolen a set worth about 5k. You can see in these images ***** was given Specific instruction to return to sender. My boyfriend and I both work from home so there is literally no way they tried to deliver it and we just missed it. Nor did we get any paperwork on our door. Its clear they just intended to never get me my property back. The email saying it was on its way was sent 9/14/2023.

  

  Business Response

  Date: 10/26/2023

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

  We are sorry that we were not able to help you reach an acceptable offer amount for your jewelry. With that said, we also stand by our completely risk free process that gives you complete control of the minimum amount you sell your jewelry for, regardless of the current market demand. All unsold jewelry is returned at no cost to you, in the same condition originally received in. 

   It is important to note that the location you confirmed on September 13th for your shipment's return was a ***** shipping center near your home. A follow up email was sent to you that same day confirming the ***** location and advising you of our expected return processing time between 7 -10 business days. Our shipping team was able to quickly process your return and you were notified the following day the package had been sent with the ***** tracking information. For your reference, we have attached a screenshot showing the location you approved as well as the two follow up emails associated with the return shipment. 

   As outlined in our email communication sent on September 13th, ***** will hold your package at the retail location for 5 business days. If the package is not picked up after 5 business days, it will be returned to Worthy. A $50 charge will apply to each subsequent reshipment. Your package was returned to our office and our team proceeded to help you with confirming the return a second time, directly to your home. You were advised of the processing time of **** business days where the jewelry would be reassessed and repackaged prior to shipment. In light of the issues you experienced with the initial shipment, our team advised you we would waive the shipment fee and provide you with complimentary shipping, a second time. 

   Your package is being prepared for overnight shipment and we will follow up with you directly to provide the tracking information. We hope the additional measures we have taken will help improve your overall experience with our company. 

   Thank you,

  Worthy Team
  

• Initial Complaint

  Date:10/11/2023

  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.

  In early July, I engaged with Worthy to sell my diamond ring through their online auction service. They send their preferred carrier, ****** to send me a pre-paid shipping label to send them the ring, valued at over $12,000-$20,000. They lost my ring, and now, more than 3 months later, they have given me no resolution, no compensation, and have gone to completely stonewalling me on even talking to the main contact person's name, ***************************. They refuse to let me talk to a superior or anyone in management, they leave me on hold and hang up on me, and they keep blaming their insurance company, yet they refuse to give any details about why they are now more than 6 weeks late in even getting the insurance claim. I was due to receive my money on September 13 at the latest. They will not do anything, they will not take my calls any more, they just tell me to wait, but I now suspect intentional fraud unless they respond and compensate me for my ring. I provided an official jeweler's appraisal and multiple photographs, proving the ring genuine and its worth as described, but they continue to stonewall.I want them to deliver to me a check for the market value of this ring.

  

  Business Response

  Date: 10/30/2023

  Hello ******************,
  
  To confirm, we are waiting for our insurance provider to finalize the claim we previously submitted for your jewelry. We must stress that we did not lose your package, it was being shipped by ****** however, as shown on the ***** tracking we have attached, there was no additional movement after it reached their hub in *******. ***** has since concluded this package as a loss. Although such an occurrence is rare, this is one of the very reasons why we have insurance coverage in place for valuables such as yours. 
  
  We recognize a significant period of time has passed which included the 6-8 week timeframe we had initially expected the claim to be processed within based on our observations of processed claims earlier this year. With that said, we must also stress we do not have control over the period of time required for an insurance claim to be finalized. We regret the poor experience this has created for you and recognize any lapse in our communication while we are also waiting anxiously for updates to pass onto you has only added further frustration.
  
  You have been provided with a call scheduling tool to connect with the member of our team who has been managing your claim. We encourage you to utilize this tool if you would like to speak with them directly. In the meantime, we will continue to watch for updates from our insurance provider and notify you as soon as we have another update to share.
  
  Thank you,
  
  Worthy Team

  Customer Answer

  Date: 12/18/2023

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

  Hello

   

  This is a follow up email with more information regarding my complaint, case #************  My name is ***************************, **** **************, *********** ** ******  My phone # is ************

  My Complaint is against the New York-based company WORTHY.

   

  I previously submitted the information that in July of this year, I contracted with them to auction my 2-piece diamond engagement ring set.   The original complaint is attached about how they claim ***** lost the ring that I sent them.  I now have an update.

   

  On November 3, after 4 months of delay, they finally submitted their settlement / insurance offer to me.  The amount of restitution was supposed to be The Replacement Value of The Ring.  I had obtained an estimate from the original jeweler where I had it appraised in person, *************** in ******, *************.  They provided me the appraisal document attached here, clearly stating that to replace this ring, I would have to pay $11,600 + $2,650 for a total of $14,250.   However, Worthy only offered to compensate me $3,500 SEVENTY-FIVE PERCENT LESS than the actual replacement value.  Worthy provided NO EXPLANATION, NO DOCUMENTATION, and NO BACKUP of any kind for where they conjured up this $3,500 amount.  They sent me a document to sign saying Take it or leave it, and you have to be sworn to confidentiality and secrecy and never say anything negative about us anywhere. I did NOT sign the document.

   

  The agent I was dealing with was ****************************  Ive attached our email communication strings.  She has refused to ever provide any documentation, and has basically said, This is it, no explanation, we wont even consider compensating you for the actual replacement value

   

  It is also important to note that the conditions of me having them auction my ring did NOT obligate me to take whatever price they got.   If I didnt like the price, they would have to simply send me the ring back.  This policy is stated on their  website (See attachment WORTHY RESERVE POLICY.PNG)  - seen at **************************************************

   

  Given their continued stonewalling and lack of explanation, I consider this to now potentially be an act of Willful Fraud.  They have taken my $14,250 ring, claimed to have lost it, and offered me only 25% of the replacement value.   My desired resolution is to immediately be paid the actual replacement value of the ring.

   

  Thank you very much for your time and attention in this matter.

   

  Sincerely,

   

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

   

  In order for the H363137393**8313831H to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 03/01/2024

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

  The business is just rehashing the same lies and fraud they have been perpetrating throughout. 

  We have repeatedly requested - now over 10 TIMES - to get the Documentation showing how the value of $3,500 was arrived at, when EVERYONE ELSE IN THE WORLD WE HAVE SPOKEN TO tells us the ring is worth OVER $9,600 WHOLESALE REPLACEMENT VALUE - NOT RETAIL!!! RETAIL IS OVER $15,000

  Both ******* and the Corrupt Insurance Broker she referred us to , **** *******, COWARDLY REFUSE TO PROVIDE US THE DOCUMENTATION WE HAVE REPEATEDLY REQUESTED.  WE HAVE REQUESTED IT OVER TEN TIMES!!!!!!!!!!! 
  
  We believe they are CONCEALING the Fact that the fact that they also know very well the ring is worth over $9,600, but are intentionally refusing to give us the documenation, so they can POCKET THE DIFFERENCE and scam us.

  To prove me wrong - they simply need to show us the documentation that led them to arrive at the $3,500 figure.   THEY REFUSE AND ACT LIKE WE NEVER ASKED IT.
  
  PLEASE TELL ******* - there is NO POINT IN RESPONDING UNLESS HER RESPONSE INCLUDES THE DOCUMENTATION PROVING HOW THEY ARRIVED AT $3,500.  They are absolutely COWARDS to refuse to show this to us, proving their FRAUD.

  
  

   

   

   

   

   

   

   

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

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

  

  Business Response

  Date: 03/15/2024

  Hello *** *******,
  
  As confirmed by our insurance provider, the particular documentation you have requested is a value generated using proprietary software using actual auction / resale results as well as Worthy gemologist evaluation and consultation with jewelers in the trade. It has been explained how the value was calculated and previously provided links to online retailers where you could purchase the diamond and ring for the same amount, or less, the resale replacement value of $4,000, which demonstrates how $4,000 is the top end of resale replacement value and is higher than the initial valuation estimate. Attached are several correspondences from the insurance adjuster outlining how your jewelry was evaluated to demonstrate the effort already taken to address your concerns. 
  
  Furthermore, below are links to GIA-Certified diamond with your exact specs. Please take note that these prices are for the retail cost - $3,387 and $3,391. For a non-certified diamonds like yours, the price is a minimum of 30% less.
  
  - **********************************************************************
  * ***************************************************************************************************************************
  
  We understand you disagree with the resale evaluation amount determined for your pre-owned jewelry. As suggested previously, if you are looking to claim the retail replacement appraisal value of your ring, you should file a claim under your homeowners or personal articles policy with scheduled values if applicable. In light of the loss that occurred while your jewelry was being shipped, we have facilitated our insurance coverage and can provide you with a payment of $4,000 based on the determined resale replacement value for your jewelry during the claims process.
  
  Please follow up with our team directly to finalize the payment. 
  
  Thank you, 
  
  Worthy Team

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent out 1 carat diamond earrings and wasted my time and did not grade the earrings nor even send me an offer on them like i was guaranteed as said on the website.

  

  Business Response

  Date: 10/10/2023

  Hello ******************, 
  
  Based on the initial details you provided in your jewelry submission, it was our understanding that your jewelry would meet our auction criteria. However, once your jewelry arrived at our office on September 26th, it was determined in our teams initial review, the details you provided did not match the physical description of the earrings. This was explained in an email sent to you that same day and your jewelry was shipped back to you two days later, free of charge. 
  
  Complimentary grading at a third-party grading lab is included in our auction services for jewelry that passes our authentication check and are approved for auction. We have a minimum criteria in place for auctions to ensure there is enough demand amongst the professional buyers within our buyer network. If were not confident well be able to help you sell your jewelry, well let you know right away so you can pursue other avenues that *** be a better fit. 
  
  We appreciate the choice you made to work with us and understand our determination *** have been disappointing. Were hopeful youll find more success selling your earrings through another avenue and encourage you to check with a local jeweler you trust for suggestions. In case there are any remaining questions we can assist with, a member of our team will follow up with you directly. 
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:10/04/2023

  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.

  After having a failed auction with this company, I received an email on 7/26/23 that my return would take **** business days to process then I'd receive a ***** tracking #. After sending 2 emails & calling 3x, threatening legal action on the 3rd phone call, I FINALLY received my bridal set on 9/25/23. I was told multiple excuses & was never allowed to speak to a manager. The worst admittance was that "there was an issue with remounting the diamond". Today I took my rings to a local diamond dealer to hopefully sell & there is NO ETCHING on this diamond-I have been robbed! My bridal set has a certificate # & all documents were sent & returned with the rings. But the diamond was switched out! I am furious! This is fraudulent & absolutely unacceptable! I have started the process today as well, reporting my diamond stolen through ****

  

  Business Response

  Date: 10/10/2023

  Hello **************,
  
  Your patience was greatly appreciated while your jewelry went through several quality checks, specifically for the reset work, before it was approved for return. Our normal return processing timeframe is **** business days however any necessary work such as remounting the diamond can require additional time. We do acknowledge your jewelrys return took longer than the large majority of returns that are handled. Although return delays such as yours are extremely rare, we sincerely regret the frustration and concern this has caused you. 
  
  When preparing jewelry for return, our primary focus is ensuring the jewelry is returned in the same condition it was originally received. We take the work we do very seriously and we have chosen not to compromise the level of effort or care required for the sake of getting jewelry out the door faster. 
  
  In reference to your statements about the returned diamond, we would like to look into why you believe the incorrect ******* was returned to you. What you have suggested has happened is both highly unethical and highly illegal and not at all in line with our business practices. The paperwork you provided for your bridal ring does not note an inscription on the center diamond however the *** grading report we obtained on your behalf does confirm an inscription was observed. We are more than happy to contact the diamond dealer you visited to get more clarification on how the diamond was assessed and if the inscription was overlooked or restricted from view due to the setting. 
  
  To make sure the concerns with the returned jewelry are properly reviewed and thoroughly addressed, a senior member of our team will follow up with you directly. 
  
  Thank you,
  
  Worthy Team

  Customer Answer

  Date: 10/18/2023

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

  [Your Answer Here]

   Nothing has occurred to resolve this matter. I have been contacted once by email from WORTHY.COM asking me to send photos of my bridal set & a photo of the diamond certificate. That is all.

   

   

   

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

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

  

  Business Response

  Date: 10/26/2023

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

  We're continuing to look into this matter and we will continue to follow up with you directly as we did today. 

  A member of our operations team will be reaching out to the jeweler for clarification on how your returned diamond was assessed. In the meantime, we ask for any additional documentation that confirms what the inscription on the diamond should be. Your email indicated "there is no # inscribed" however the *** report we obtained for your diamond listed the inscription as three letters and did not include any numbers. 

  As we continue to review this with you, we want to make sure we're aligned on the identifying information that will help provide reassurance the returned diamond is in fact the correct diamond for your ring. 

  We are focused on getting this cleared up with you shortly.

  Thank you,

  Worthy Team

• Initial Complaint

  Date:10/03/2023

  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.

  This company was to return my ring (appraised for $12,990) when I decided not to proceed with auction. I understand appraisal v. retail value and would prefer to sell it myself than accept about 12% of what I paid for the ring. Per their agreement upon electing not to proceed with auction as I did on 9/14/23, they are to return it within **** business days and provide tracking info. When I requested an update on day 9, I was told that they have **** days. On the 11th business day, I inquired again and was told there was a delay in remounting my center diamond and that when that is complete the shipping team will then work on packaging it. No timeline was provided as to how many additional days each department needs to complete what has already passed the window of estimated completion. I have serious concerns the company is going to return my item promptly and in the same condition it was received by them. The delay is heightening my suspicion that the center stone has been replaced with something of inferior quality. Upon purchase, I had the ring appraised by the same standards board this company purports to use. The grading has been reverified by ************ I've entrusted to inspect and maintain it over the past 11 years. However, the report provided by Worthy devalued the ring including the carat weight of the center stone. The center stone is: **** ct, G, VVS2. Yet their reports claims: 1 ct, J, SI2. The other **** ct. in smaller diamonds also varied in grading, but nothing as egregious as the large stone. It appears since the same standards board was used, the person grading the piece must have been viewing different stones given the carat weight alone is off by 13%. My complaint is that they do not return high value property within the timeframe specified. Furthermore, it seems they may be swapping stones and struggling to replace them when the owner decides not to sell. I want the ring (including the center stone matching my appraisal attached) returned.

  

  Business Response

  Date: 10/10/2023

  Hello ****************,
  
  Prior to the return of your jewelry, careful steps were taken to remount the center diamond which did add some additional time in the processing of your return. Our normal return processing is **** business days where final quality checks are completed to ensure the jewelry is returned in the same condition it was originally received. Although it is stated on our site that any reset work *** require additional time, we regret any frustration this has caused you. 
  
  It is very important to note the appraisal you provided confirms your ring was graded while the center diamond was mounted to the setting. When diamonds are graded while mounted instead of loose, the setting can limit the accuracy of the grading. As a reminder, your diamond was unmounted with your approval, prior to being sent to the *** for independent, third-party grading and the *** reported your diamonds carat size as 1 CT. At no point was your center diamond swapped and such a suggestion is highly offensive to the reputation we have worked so hard to build. 
  
  Your ring has since been returned to you however to ensure there are no remaining concerns left to address, a member of our team will follow up with you directly.
  
  Thank you,
  
  Worthy Team

• Initial Complaint

  Date:09/21/2023

  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.

  On 8/14/23 I sent my engagement ring to Worthy to be sold at auction. It was sent overnight. I approved the photos and unmounting of my ring once they received it. They provided an estimate of what my ring would sell at auction and I chose to set the price lower than what I wouldve expected it to sell for. The ring did not sell at auction initially however I lowered the price again for a second auction where it still did not sell and received confirmation that a return label was created to have the ring sent back to me. Then I received an email from worthy saying no it did sell and asked if I approved. Initially I approved the sale then received word that it may be too late now to sell so I asked for it to be returned on 8/28/23. Since this email I have repeatedly emailed and called and even received a text from my rep saying they would work on the return and they are sorry for the delay. It is now 9/21/23 and they still have not mailed my ring back to me and its just been excuse after excuse as to why its taking so long. My ring was an $8k diamond to which they wanted to sell for less than $2k. Photos are horrible and look like they were taken with a flip phone so its not surprising it didnt sell. I want my ring returned to me immediately in the same condition it was sent to them. They disconnect at this business is disturbing and Im Seriously concerned they lost my ring or wont return it to me.

  Customer Answer

  Date: 09/25/2023

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

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealing with Worthy has been disappointing and frustrating. I sent my wedding ring to them to be auctioned off. After some time passed and no word from them, I asked for a status. It was then that I was told there was a criminal incident with the ***** truck my ring was on. Eventually my ring was located. More time passed and eventually I was told that my ring wasn't worth enough to be auctioned but they would give me about $157 for it. It's not worth a ton but it was made of 14kt gold and had 10 diamonds in the two bands. I know the gold alone in the ring was valued at about $400 at that time. I asked that they return my ring and just got notice that it was delivered to a ***** location about 30 minutes one way from my home. They kept insisting that I confirmed it could be shipped back there. I told them I never would have confirmed that it be sent somewhere 30 minutes from my home. I work full time and would not have done that. Now they are telling me I have 5 days to pick it up or it will be returned to them and then I will have to pay $50 to get it back. What a nightmare! I wish I had read the reviews here before I ever dealt with Worthy!

  

  Business Response

  Date: 10/02/2023

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

  Your package was involved in an exceptionally rare incident involving a ***** delivery truck prior to its arrival at our office. Initially your package appeared to be delayed but after we were made aware of the incident, two days after the expected delivery date, we immediately notified you. A senior member of our leadership team continued to communicate with you as we obtained new information.

  Your jewelry later arrived to our office and our team proceeded with the authentication steps necessary for auction. Our team determined your initial submission of one .9 carat diamond ring was instead a collection of 10 individual diamonds with an estimated total carat weight between .85 - .90. In such instances where we determine the jewelry does not meet our minimum criteria for auction, we would notify you and prepare your jewelry for return, free of charge.

  In light of the initial issues with the ***** shipment, before proceeding with a return, we first provided you with an optional offer for your jewelry, referred to as a Quick Sale offer. This offer was based on the quality and quantity of the gold and diamonds making up your ring. When you declined this offer, we initiated the return of your jewelry and requested your approval of the location we could ship your jewelry to. Through the link provided to you by email on August 30th, we can confirm you opted to have the package returned to the nearest approved ***** location from the address we had on file for you. A confirmation email of this selection was sent to you that same day. Based on your statements, it does appear as though this selection may have inadvertently been made however we are glad to see you have since been able to retrieve your package.

  We recognize this experience did not go as expected and although some of the events were beyond our control, a member of our leadership team will follow back up with you to ensure any remaining concerns have been fully addressed. 

  Thank you,

  Worthy Team