Complaints

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:06/16/2025

  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 ordered a bracelet on May 6, 2025 for Mother's Day. I paid $2,150 for it. I paid extra for expedited shipping which promised to arrive in time for mother's day. Per tracking number ******************* *t didn't arrive until May 20th, 14 days after I ordered it. I tried to cancel multiple times when i realized it wouldn't arrive by Mother's Day and Allurez refused. When it arrived, I immediately tried to initiate a refund. It took me 10 days, 9 emails, and 6 phone calls to obtain a return authorization, despite the promise of an "EasyReturns" policy on the website. Allurez received the bracelet on June 3rd. It took another 7 days, 3 emails, and 3 phone calls until I was finally told the refund was "processed" on June 4th. This was a lie. Today is June 16th, I've contacted my cc company 3 times and each time thye are saying no refund has been processed or received. I've emailed Allurez another 3 times and called in twice. Each time, I get a generic apology and a promise to "follow up," which never happens. They lie and say they have no way to contact the "back office" or "management." ************ is DEEPLY unethical and fraudulent. The internet is littered with numerous stories like mine.

  Business Response

  Date: 07/09/2025

  Hello,

   

  This issue was resolved previously with the customer.

• Initial Complaint

  Date:01/29/2025

  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.

  On 12/13/2024 I purchased a Jewelry box on line. I received a tracking number and the item was returned to Allurez. On 12/26. Reason was a problem with the address but I checked the address and it was fine. I have screenshots from *** showing that they received the item back. Since 12/26. I have been sending emails and calling Allurz 1-3 times a week and every time they say they apologize and are looking into it but nothing happens. A few times in the phone I was told it will be shipped out that day and I will be notified by email. Never happens. It has now been 6 weeks since my purchase and they are refusing request for refund. This was a Christmas gift. I am flat out being ignored or lied to

  Business Response

  Date: 01/31/2025

  Hello,

   

  We apologize that *** returned your package to us each time we shipped it.  We have however reshipped your package to you.  The tracking number is ******************.  Your package is expected to be delivered tomorrow.  

• Initial Complaint

  Date:01/27/2025

  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 ordered a diamond and ruby engagement ring from Allurez in the middle of December.After one week of normal wear of the ring by my fianc a setting prong broke causing a ruby to be lost and a small diamond also fell out of its setting in the band. Upon emailing support multiple times I have been completely ignored and hung up on via phone call. They sell overpriced jewelry and do not stand behind the product. I want return shipping provided. And a full refund issued.

  Customer Answer

  Date: 02/18/2025

  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:01/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband placed an order on 12/20/24 when no update had been provided by January 4th he reached out via email. On January 9th he received a response and was told that his payment had been declined and was asked to contact them via phone to provide a new payment method or reorder the item. He spoke with 2 individuals over the phone who instructed a new credit card could not be provided and that we would have to use ****** to complete the transaction. He instructed both individuals that he would like to cancel the order and a new payment method was not provided. On January 15 the original payment method was charged without our authorization as we assumed the order had been cancelled. On January ********************************************************* progress and a tracking number would be provided once shipped. He again confirmed that he canceled the order on January 9 but received no response. We reached out via the website chat and received the same "in progress" response and then no response after we said the order had been canceled. We have additionally attempted to call several times leaving a message and no response to that either. Since no item has been shipped or received we have disputed the charge with our bank and have email and chat proof that we have attempted to cancel the order multiple times. We will not be accepting any deliveries from the company and expect a refund from them ****. Filing a complaint with the BBB seems to be the only way to get a response.

  Business Response

  Date: 03/03/2025

  Hello,

   

  We are sorry that you feel that way.  However, you did purchase a Design Your Own Engagement Ring which cannot be canceled or refunded as per our Terms and Agreements and our Return Policy, which you did agree to upon placing the order on our website.  We have tried at least twice to ship the completed ring to ** ******* despite what the claim says and the ring keeps coming back to us due to not being able to be delivered.  Please reach out to our customer service department to arrange where we can ship your Design Your Own Engagement Ring to where someone will be able to sign for it.  Thank you

  Customer Answer

  Date: 03/06/2025

  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:

  As I originally stated we will not be accepting any deliveries from your company. The ring should have never gone into production.

  In the emails that were attached you can see that we reached out to your company on January 4, 2025 after not receiving any updates on our order that was placed on December 20, 2025. On January 9 we received a response that the payment method was declined and a new payment method would have to be provided for the order. We then contacted your representatives via phone to provide an new payment method and were told that we could not provide a different credit card and that payment would have to be made through ******. We did not want to use ****** and your representative advised that we would have to submit a new order (also shown in the email) in order to use a different card. At this point it was assumed that the original order would not process. When we attempted to reorder the item the price had increased and we reached out again via phone to see if we could simply reorder the same item at the same price and were told that was not possible. Again at this point we assumed the order would not process and we purchased the item from a different vendor. 

  Then on January 15 payment posted to the original payment method that we were told had declined. We never provided an updated payment method and your company charged the original payment after telling us it declined and we expressed our desire to cancel the order. This was almost a month after the original order was placed. We reached out via email and phone a number of times and did not receive a response until January 20 stating that the payment had been on hold but had since processed and the ring had gone into production. This is different from the original message that we got stating our payment had declined.

  On February 13 one of your representatives emailed saying: 

  "When the order was first placed, our insurance partner initially declined the transaction, which led to the need for an alternative payment method. Once that was resolved, the order was eventually approved and processed as requested."

  I again let them know that an alternative payment method was never provided and therefore payment should have never been processed and the order should have never gone into production. Your representative responded on February 16 saying they are continuously working on our concern and will provide an update as soon as possible. We have not heard anything until this response. 

  We have been going back and forth for 2 months with no resolution and we will not be accepting any deliveries.

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

  Business Response

  Date: 03/11/2025

  Hello,

  There has been a resolution in this case.  Thank you and have a lovely day.

• Initial Complaint

  Date:01/03/2025

  Type:Delivery 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.

  On 12/12 I ordered a bracelet and paid for expedited shipping. This was for a Christmas present. On 12/19 I messaged them asking for an update and was told I would get an email from the "back office team" regarding my order. I never received an email. I tried calling but got a recording to leave a message and they would call back. Call back didn't happen. On 12/24 I sent another message asking about the *** shipping label issued on 12/22 but not given to **** I was told they are doing they best they can. I asked the order to be cancelled at this time but got no response.On 12/26. it showed up at my door via ****** I am trying to get an RMA to return the item and I have called numerous times to get a voice mail with no call back. I have emails to them but they won't response. I have also tried their IM online and that too goes unanswered.

  Business Response

  Date: 01/13/2025

  Hello,

   

  We do see that return instructions have been issued to you.  Once we receive your package, it will go through an inspection process. 

• Initial Complaint

  Date:12/27/2024

  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.

  This business was using false information to have people purchase product on their site and then not allowing them to cancel when they can not meet the *** that is written on the site. I bought two pieces of jewelry that were being referenced as available in stock and not a custom order. The estimated delivery time is 1 to 7 business days on non-custom ordered items. My receipt even states that it is one to seven business days if its custom ordered. But these two pieces showed available online and in stock and not as a custom order again. So I decided to place an order because I needed it by a specific date, I ordered it December 10 And it has now been 13 days since I have received it. I also paid for expedited shipping. When I called to cancel my order, they did not allow me to cancel my order nor did they help trying to get my order out although they were not in their agreement terms of what was stated on the website. I believe they are doing this to bait and. As they are alluding to having product in stock when its not, and they are all custom ordering jewelry. This goes against federal laws and should be looked into and pursuit.

  Business Response

  Date: 01/03/2025

  Hello,

   

  We are sorry that you feel that way.  However we never stated that the necklaces that you purchased were custom.  We stated that there is a crafting time as shown on our website.  During our busy season the crafting time can be extended as we only give out estimations.  Expedited shipping refers to the type of shipping that you receive once your product ships.  We do however see that your order has shipped and is currently out for delivery.  

• Initial Complaint

  Date:12/13/2024

  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 bought a Fancy Yellow Canary Diamond Eternity Ring Band 14K Yellow Gold (0.51ct) from this company and was very excited to receive it as it had special meaning behind it and wanted to have keepsake.The ring looked as beautiful as I expected, however, within the first 5 days I lost two of the diamonds. I was sooo upset and disappointed that I left a review on the item on their website, they of course did not post my review has they clearly dont allow negative reviews (I tried leaving the review three times).Fast forward a month and have lost five of the diamonds that it became embarrassing to wear. For the prices they charge I expected the ring to last, I have Swarovski items that I bought 5 years ago and are still intact. This was a very disappointing buy, if you have a local jeweler youre better off with them. Money completely wasted.

  Customer Answer

  Date: 12/15/2024

  YOUR ORDER NUMBER IS *****

  Business Response

  Date: 12/18/2024

  Hello,

  We are sorry to hear that you are having issues with your ring.  We did notice upon looking at your order that your order shipped in June 2023, and that you did not contact us to have your ring fixed.  We have no communication from you between when your order shipped until you made this BBB complaint.  If you would have contacted us, we would have been happy to have your ring assessed and repaired.  In addition with eternity rings, when one stone comes loose, if it is not tightened that leaves space for the other stones to become loose and come out. If you would have contacted us immediately you would not have lost additional stones. 
  
  Please contact our customer service department by emailing ********************************************************.  Have a lovely day.

• Initial Complaint

  Date:11/14/2024

  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.

  Requested a refund on Nov 6th for an order, have not heard back from about any updates. When attempting to call, was placed automatically to voicemail even though they are open from 9am and were able to pick up right away the first time. Requested a refund and return number but have now been over 1 week

  Business Response

  Date: 12/11/2024

  Hello,

   

  This issue has been resolved.

  Customer Answer

  Date: 12/20/2024

  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:

  Issue was never resolved. Screenshots indicated the latest update. Have not received a call back since. 

   

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

  
  Sincerely,
  
  *** **** **
  
  
  
  
   
  

  Business Response

  Date: 01/03/2025

  Hello ****

   

  The instructions were issued to you on December 19th.  You did receive this email.  We have included a screen shot showing you received and read the email.  The address for returning your jewelry box has changed however so please contact us via email for the updated address.  Thank you

• Initial Complaint

  Date:09/24/2024

  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 purchased an item for about $1,100 on July 8, 2024, which said it would ship in 1-7 business days. After 7 business days of not hearing anything from the business and getting a marketing email requesting me to post a picture of my item on social media and leave a review, I contacted the company about my delayed item. This happened several times of me contacting the company and the company saying they were just delayed. On August 5, 2024, I finally received the item, which was not only not the standard ring size it explained it would be but the quality was terrible there were dents in the aluminum band and huge spaces between the stones in the ring. I requested an exchange which took me weeks to get someone to reply back to my email to process. Once they finally responded and I sent the item back **** confirmed delivery and signature on August 26, 2024), I heard nothing. I followed up a couple more times via email (Aug 29 and Sept 3) but heard nothing. On Sept 7, 2024, I emailed back saying I just wanted to cancel my order and didnt get a response. I contacted them again via email, chat on their website, and phone call (talking to a human and leaving a voicemail) on Sept 10, Sept 14, Sept 17, Sept 18, Sept 19, and now Sept 23. I was assured several times that they would reach out to me to resolve the issue, which never happened and I continually needed to reach out to them. The issue is still unresolved. I now see here that this business has a reputation for doing the same thing to other customers. Wish I never bought from them in the first place

  Business Response

  Date: 10/10/2024

  Hello,

   

  We apologize that you feel that way. We do not make aluminum rings.  The ring you bought was gold.  There were no dents in the ring, nor were there any complaints of dents in the ring made.  You returned the ring to be sized.  Once we receive any piece of jewelry in any of facilities it is inspected and then if it is possible to size it, the jewelers will do so.  The jewelers tried to size your ring but since it is an eternity ring it is extremely hard so they are making a new ring for you.  Once your ring ships, you will receive the tracking number.  

  Customer Answer

  Date: 10/17/2024

  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]

   This answer from the business does not represent facts from the incident. I emailed the business indicating it did not meet my quality expectations, explaining gaps between the stones and dents in the metal. It was not gold (maybe not aluminum but was silver in color and cheap). 
  

  also, I submitted this complaint more than a month ago and the business said at that time they would get back to me same day on a fix. They still have not contacted me at all.

   

   

   

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

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

  Business Response

  Date: 11/01/2024

  Hello,

   

  The replacement ring has shipped to the customer with *** and has been signed for.  The tracking number is ****************** 

  Customer Answer

  Date: 11/07/2024

  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:09/15/2024

  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 ordered a ring in November of 2023. Within months 2 stones fell out and the prongs are loose. Despite multiple emails and phone conversations, this issue remains unresolved. The agents have claimed that they will fix the ring, free of charge, but refuse to send the information to start the process. At this point, I would like either an immediate fix, or a complete refund.

  Business Response

  Date: 09/18/2024

  Hello,

  As explained to *** ********* we will replace the stones, and do the labor free of charge.  They do need pay for shipping though, as they agreed.  It is our policy that once that is done, we will then provide the address to ship the package to.  

  Customer Answer

  Date: 09/19/2024

  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]

  We have asked multiple times for the timeline of the repair, the terms of the return (expectation of shipping provider, address to ship to, insurance requirement, etc), explanation of the additional $60 shipping fee to **, ***, as well as warranty of the repairs. There have been MULTIPLE emails and a lengthy phone call which ended with the promise of a return call to me, which never came. We have no idea where or how to make a payment for the exorbitant $60 shipping fee or any idea of a return address other then to *********

  Our customer service experience has been horrible, inconsistent and full of empty promises. 

  I am happy to return the ring for a complete refund and be done with this nightmare experience. The workmanship is shoddy, as evidenced by the missing stones and loose prongs after less than a year and with minimal, sporadic wear. 

  Alternatively, I want a complete, guaranteed repair with the full disclosures mentioned above.

   Thank you.

   

   

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

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

  Customer Answer

  Date: 10/30/2024

  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:

  Please see the attached email to ALLUREZ in response to this request. My son will accept resolution as soon as all conditions are met. 

  ***** ******* on behalf of **** *******

   

   

   

   

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

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

  Business Response

  Date: 11/07/2024

  Hello ****,
  
  As we have explained to your mother:
  
  Once the invoice is paid the instructions will go out, which is what we have said all along.
  
  We do not give dates because of the fact that we cannot control when you send it, and we want to make sure that each piece exceeds even our highest expectations. If something does not pass quality control which RARELY happens, we would not want to have to ship a ring that did not hold up to our standards to make sure that the date that was provided by us was met. 
  
  We have spoken to both your mom, your soon to be wife and you for over a month about this repair now. If the payment was made at the time that I discussed everything with *******, you would have received the ring back already and this would not be an issue. I have already gone over most of the details with ******* including guaranteeing she would receive her ring back.
  
  If you let us know when the wedding is, I will do everything possible to make sure that the ring is received well before the wedding.  We are willing to work with you to make sure that you receive your ring back in time for your wedding.  We have been more than willing to work with you.  You also have to be willing to work with us and understand that we do have policies in place for a reason.  
  
  We understand that this is a very stressful time with a wedding coming up, and we also know that this is an extremely amazing time for your family to welcome a new family member.