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:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my $9000 wedding set to Worthy to evaluate and auction. They removed the diamond for accurate evaluation and are to put it back on if returned. The auction never reached my reserve amount. On 11/23 I confirmed my return address and was told it would take **** business days to have it shipped. I talked with customer service agent ******** and she said this as well. It is now business day 11 and it has not been shipped yet. I planned to try to sell it myself in hopes someone would want it for a Christmas gift. This company is now costing me money. They have had plenty of days and both rings better be there. If I get it back I will be having it evaluated locally to make sure it is the correct one.

  

  Business Response

  Date: 12/13/2022

  Hello ********,

  We have Returned your Jewelry and it is ready for Pickup at the local ************ to you as of yesterday.

  Once you have picked this up and confirm you're satisfied with the item, we hope we have been able to resolve this complaint for you.

  Thank you for your patience and working with us,

  The Worthy Team

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have exhausted all diplomatic options with Worthy.com, I need resolution & from the reviews/complaints on several sites this is a troubling pattern. I began my discussions with Worthy in early October and based on the guarantees of having my diamonds returned if I was not satisfied with their pricing recommendations. Their staff was in constant contact about the process and each step. October 27th Worthy received my 3 piece diamond bridal set for evaluation as I was interested in selling my jewelry with their business. Oct 28th I received an email asking to unmount the center stone as they find the additional verification increases your chances of more money at auction by 15-20%. I authorized the removal and Worthy went silent for a week. Finally they email my evaluation is complete and recommendated price uploaded online, I logged in and was shocked to see only $450 for a custom ***************** 3 piece bridal set that cost $7100 in March 2021, understanding I wouldn't get full value back but this was frustrating as it already had been 2 weeks when they advertised it happens in a few days. I called and spoke to my auction manager to voice my disappointment and was met with shortness, aggravated tone and no "customer service ", I told her I needed a day to think. November 11th I set a price of $1250 & began my auction, it ran for several days and didn't sell. I understood that was a possibility of that outcome and that's ok. November 14th my auction ended and I requested my rings back, I have not been able to speak to anyone helpful who doesn't regurgitate standard script of **** days you'll get a tracking number, I have authorized the return to my local ************* I still do not have any information or my jewelry back, I emailed customer service yesterday and they said it only been 3 days, absolutely unacceptable& horrific the service I'm being provided! It is misleading to the public on the advertised process as well as "easy" RETURN MY JEWELRY

  

  Business Response

  Date: 12/13/2022

  Hello ******,

  We have Returned your Jewelry per your request, and it is currently awaiting your pickup at the local ***** Pickup Location near you.

  Once you have this back in your possession, we hope you will consider this matter and complaint resolved and would be willing to withdraw the complaint with the BBB.

  Thank you for your patience and working with us,

  The Worthy Team

• Initial Complaint

  Date:11/29/2022

  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.

  This is regarding ring #*******. I am representing my client as a couple days she was notified her ring was sold unauthorized by a worthy employee. After sending the ring she disagreed with the given price and asked for her ring to be sent back. The ring was never sent back and was instead sold for $731.25 (of which she will only receive $599.63) dollars without any notifications. The original ring was bought for thousands of dollars more. My client will be taking further legal action, as none of the representatives are taking action and are instead ignoring the situation.

  

  Business Response

  Date: 12/13/2022

  Hello *****,

  We have resolved this matter and returned the ring to you and confirmed the signature of delivery with ***** that it is back in your possession.

  We had you sign a release as well, which indicates that any complaints such as this be taken down and/or withdrawn upon successful receiving of your possession back from us.

  Now that we have taken care of this for you, we hope that you are satisfied with the end results and will do us the courtesy of withdrawing this complaint on the BBB.

  Thank you for working with us,

  The Worthy Team

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I read reviews about Worthy which instilled my trust. They have my ring. They claim it sold. They refuse to send me a check with the money they made until I give them my driver's license information. This feels like they are trying to commit fraud by obtaining more of my personal information than necessary. They owe me either my ring or the money for the sales.

  

  Business Response

  Date: 12/13/2022

  Hello ********,

  I believe that we have resolved this complaint for you having issued full payment due to your PayPal account.

  Please do us the courtesy of withdrawing this complaint with the BBB.

  We thank you so much for your time working with us and selling your jewelry.

  Sincerely,

  The Worthy Team

• Initial Complaint

  Date:11/28/2022

  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 contacted you all multiple times. I sent my ring in for an estimate and the ring is worth over $22,000 i sent the ring a while ago and still no answers when i contact you all. Where is my ring? Are you guys planning on paying me. What is going on?!

  

  Business Response

  Date: 11/28/2022

  Hello *********,

  In looking into your account, it does not appear we ever emailed you one of our ***** Prepaid Shipping Labels with instructions to ship us your jewelry.

  The last email we sent you on 11/13 was saying that you had yet to schedule your complimentary ***** Pickup to have your jewelry come to us.

  If you shipped it to us on your own, that is something highly unusual and we would never recommend a seller do this as we have no way of tracking on our end, and it is also not covered under our Insurance Policy.

  If you can provide us details of your shipment to us, we can look into this further from our end, but as it stands, we're still operating as if you have yet to have sent anything to us beyond submission photos.

  Sincerely,

  The Worthy Team

• Initial Complaint

  Date:11/18/2022

  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.

  Hello I sold my rolex to these scammers, which was worth $25k.What happened was that my watch was stolen.This is what they told **** can't know for sure because they didn't give me any proof.I was then contacted by the manager of Worthy.And a long process of investigation began, which lasted almost 2 months.And it turned out that WORTHY does NOT insure their packages as they claim they do for their customers and save money on it.During the investigation, they sent me a screenshot from ***** with the result of the investigation, stating that since the package was stolen or lost, they accepted it as an insurance claim.But since they didn't list the full value of the watch when purchased on the label, apparently to avoid paying extra money for insurance ***** was only willing to refund $100. After this response from *****. They ignored me the entire time and pretended to deal with my issue.Bottom line.I was told I was a scammer and refused to refund me for the stolen watch.I demand that these scammers be punished and my money refunded.

  

  Business Response

  Date: 11/21/2022

  Hello BBB,

  It looks like back on August 15th, our last correspondence with ****** was that since he had obtained an attorney, any future communications need to be between them and our Worthy Legal Team.

  We asked to provide name and contact information for that attorney for our records so we would be able to update when they contacted us.  

  According to our records, we have yet to be contacted by this attorney.  We are happy to resolve this situation, but we need to go through proper channels.

  Thanks,

  The Worthy Team

  Customer Answer

  Date: 12/21/2022

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

  hello BBB
  Sorry for the long reply
  I did not see any suggestion in the reply from the company that would solve my problem.
  It is obvious to me, ***** recognized the case as insurance and approved compensation, but because they did not pay the insurance the amount of compensation is only 100 dollars.
  Now they are saying that I have to hire lawyers and pay a lot of money for this.
  Why do I have to do this?
  my watch is lost and i want compensation 
  Complaint ID #******** 

   

   

   

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

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

  

  Business Response

  Date: 02/07/2023

  Hello ************,
  
  A senior member of our leadership team had extensive communication with you between June and August of 2022 about the watch you stated was shipped but was never received at our office. During that time, both ***** and our team conducted a thorough investigation that ultimately led us to question the legitimacy of your claim. To be clear, we have reasons to believe this was a fraudulent claim. 
  
  During our final phone call with you on August 4th, 2022, we presented the concerning details and documentation obtained during our investigation and *****'s that led us to ultimately make the decision that no insurance claim would be filed through our insurance provider, carriers with ******* of ******. Please note, the complimentary insurance coverage we provide is not through ***** and it is at our sole discretion to file an insurance claim based on the circumstances of a shipment and the documentation collected. 
  
  We respectfully disagree with your assertion that you should receive compensation for your alleged watch due to the concerns we've shared with you directly. You stated last that you had consulted with your attorney therefore, in light of the circumstances surrounding your claim, their involvement will be necessary if you believe this matter should be reviewed further. 
  
  Thank you, 
  
  The Worthy Team
  

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my jewelry to Worthy on 10/31/22 overnight via ***** which they received on 11/01 and I was told prior to sending that it would take a week to process to my items and review them to sell at auction. I received a selling price from them the same day they received my jewelry, and that my items were not worth auction material even though they said they would be prior to sending the items. They also stated that one of my items had a fake diamond which i don't believe is accurate; also, they stated that one of my rings was a lower carat than what my jeweler appraised it at and blamed by jeweler for getting it wrong even though the jeweler appraised it twice; once in **** and the other in 2015 with the same settings and details that I provided to Worthy but they are disagreeing. I have told them to return my items the same the day they received them as I was not happy with their results, and they claim it takes **** business days for them to inspect and ship my items even though they require the items to be overnighted originally to them. It has been 9 business days so far and I have reached out to them multiple times inquiring on the status of my items and they have yet to be prepared for shipping and cannot give me any more information. I am afraid that they did something with my jewelry hence the lower carat and the "fake" diamond and taking forever to send back my jewelry. I am completely dissatisfied with their company and just want my jewelry back exactly how it was sent to them.

  

  Business Response

  Date: 11/14/2022

  Hello *********,

  We do apologize for any issues that have come up in regards to these complaints in your experience with Worthy.  We do make sure you're able to ship your jewelry to us quickly so we can get the process started as fast as possible.  Unfortunately, there are many times where, once our professional lab team and gemologists are able to examine the item up close, they are determined to not be something the professional buyers who participate in our auctions are looking for on the current market.  At that point, we begin the returns process, and it does typically take 7 to 10 business days from the time the return address is confirmed until it's shipped back.  We have rigorous screening processes to make sure what ships back to the customer is exactly what they sent to us.  Everything is under constant surveillance and security so that there is never anything done that could be considered illegal or unethical.  We 100% stand by the integrity of our company and its employees who are all professionals in their respective fields.  Rest assured, we'll make sure you receive your jewelry returned to you safely and securely.

  Thanks for your patience,

  The Worthy Team

  Customer Answer

  Date: 11/15/2022

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

  [Your Answer Here

    Its been over 10 business days and my items havent even been prepared for return or sent to be shipped. I want my items shipped and a tracking number provided with an estimated delivery date. 

   

   

   

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

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

  

  Business Response

  Date: 11/21/2022

  Hello *********,

  Your return is shipping out today and you should receive it before Thanksgiving Day.  

  Thanks for your patience as we worked through this process to resolve things for you.

  Sincerely,

  The Worthy Team

  Customer Answer

  Date: 11/23/2022

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

• Initial Complaint

  Date:11/09/2022

  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.

  Sent an item in for auction. Declined the offer and asked for my item to be returned. We are now weeks behind the expected return date. Ive called and emailed multiple times. The only response is sorry for the delay with no actual timeline on the return. Ive stressed the urgency to them multiple times, but get responses every few days with the same answer. I need my item returned before Im no longer in the country to receive it but again they say its an urgent note on the return yet nothing is urgent about it.

  

  Business Response

  Date: 11/10/2022

  Hello *******,

  At Worthy, our number one desire is to provide a 5-Star Experience for every seller who decides to utilize the unique services we provide to help sell their jewelry.  Therefore, when we read of an experience that fell short of this, we certainly want to do what we can to address what happened and understand it better to work on improving future interactions with sellers.  Most importantly, if we are able, we want to make it right.
  
  I see where your jewelry is currently being processed for return to you, but we do apologize for any delay.  Our standard Returns Processing Time is 7 to 10 business days from the time a Return Address is confirmed with the seller, so anything beyond that is not typical, but can happen sometimes when there is a backlog of shipments to process.
  
  Regardless, we are making your return a priority and will make this right for you.  A member of our Leadership Team will be reaching out to see if there's anything else you need, but rest assured, we'll take care of getting your jewelry back to you quickly and safely.
  
  Thanks for your patience and understanding,
  The Worthy Team

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worthy has my 15k ring and refuses to ship it back since it didnt sell.

  

  Business Response

  Date: 11/04/2022

  Hello ********,

  We do apologize your ring is taking longer than our normal 7 to 10 business days to return to you, but rest assured, we never will refuse to return jewelry to a seller such as yourself who wants it back.

  I'm sorry if anyone at Worthy gave you that impression, but we are working to make your return a priority, getting it out ASAP safely and securely to you.

  We appreciate your patience and understanding as we work to resolve this complaint for you.

  Sincerely,

  The Worthy Team

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my engagement ring to Worthy. They emailed immediately and said there was not a high enough demand for this ring. They said it would be returned within **** business days. It wasnt so I emailed and eventually I got it back. However my ring was missing a small diamond on the band when I mailed it to worthy. The ring that got sent back had a diamond in the spot where the ring I sent in was missing one. After further inspection it became clear quickly that the solitaire diamond on top had been removed and replaced with a fake. The weight is less. The look is fake. The cut is different its not my diamond. Its clear worthy switched the diamond before returning it to me. I looked at reviews prior to sending my ring. This was never a complaint that I read about however its clear that they switched out my diamond. Why would they give me a diamond on the band for nothing if they didnt even sell my ring? *** called them and they asked me to send a picture.

  

  Business Response

  Date: 11/01/2022

  Hello ********,

  Due to the nature of the services we provide, meticulous care is taken when handling jewelry during all steps of our process. We understand you believe we have returned a ring with a swapped center stone to you.

  However, from the intake photos from opening the package, we determined that there were no missing diamonds that we could see on the ring as well as the fact that it never was transferred to any other location to have any work done on it.
   
  As it was determined to not meet our minimum requirements for auction at the intake, it was never sent to be "unmounted" or to any of our labs either.  It was simply put into the process to be returned to you where it's locked securely in our vault until the shipping team is able to repackage it for return shipment.
   
  I certainly apologize for any confusion on this as if there was something we did inadvertently while it was in our possession, we would certainly own responsibility for it.
   
  As it is, it doesn't appear to have ever gone to any of our areas at Worthy that would have had the ability to change anything with regard to the ring from cleaning it, unmounting, grading, etc.  It stayed with our warehouse team and in the vault.

  We hope we have helped resolve this for you,

  The Worthy Team

  Customer Answer

  Date: 11/15/2022

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

  
  I responded to Worthy after their response to BBB and nothing has happened since then. Theyre denying that they added a fake stone or swapped out any of the others. They said they were waiting for video footage and would get back to me but they havent. They also said the ring went straight to a vault until returned to me and was never unmounted etc but they literally put a stone where one was missing so I know thats a lie.

   

   

   

   

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

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

  

  Business Response

  Date: 11/15/2022

  Hello ********,

  We have pulled the intake footage of your ring and can assure you that nothing was ever done with your ring.  We can see no where that there was even a stone missing to begin with on our end, and would never just put a new stone in if there was one missing.  We don't do anything with a seller's jewelry without their permission to do so.  This is why we have such stringent security measures.

  We're sorry if you feel anything was done to your ring by us in regards to the ************** or any other stones as this is certainly not the case.

  We would love to help resolve this for you in any way we can and will of course reduce the file size of the intake footage so we can send it to you.  It's quite large in its original file format.

  Sincerely,

  The Worthy Team