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:03/15/2023

  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.

  I placed an order for an engagement ring on 7/31/2022. I received the ring in August and it passed the eye test it looked good and I was satisfied. I didn't propose until 3-5-2023 and when I went to put the ring on my fiance finger it did not fit. I ordered a 7.5 the size my fianc said she was. So I'm thinking maybe my fiance gave me the wrong size so I contact Allurez about getting the ring resized which is under warranty. They tell me to go to a local jeweler and get her finger sized. So I got to a jewler to get my fiance sized and she is a 7.5. I had the jeweler measure the ring and it a 5.5 not what I ordered. I asked Allurez for a new setting since it was their mistake that they made the wrong size ring. They avoided the question and said we are happy to resize ring but I feel if they crafted the wrong size to begin with I should get what I paid for. Now after 3 straight emails and no answer or resolution I am contacting the BBB for resolution.

  Business Response

  Date: 09/29/2023

  Upon reviewing our email communication, it appears that you initially contacted us to request a resize of the ring you purchased. We promptly responded to your request, and it was our pleasure to assist you with resizing the ring to the size you specified.
  I would like to clarify that the ring size you received was based on your selection during the online ordering process. It was not an error on our part, and we take great care to ensure that the size chosen by our customers is accurately reflected in their orders. However, we understand that measurements may be miscalculated, and we were more than happy to accommodate your request for resizing.
  I am pleased to inform you that your ring was successfully resized and sent back to you within a week of receiving it. Our skilled artisans take great care to ensure that resizing a ring does not compromise its integrity, so you can continue to enjoy the beauty and quality of your jewelry for years to come.
  We value your satisfaction and are delighted that we could resolve this issue to your satisfaction. If you have any further questions or concerns or require any additional assistance, please do not hesitate to reach out to us. Your happiness is of utmost importance to us, and we are here to assist you in any way we can.

  Customer Answer

  Date: 10/03/2023

  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]

   The issue was resolved but just to be clear I ordered a size 7.5. Initially I thought maybe I ordered the wrong size since it didn't fit my fianc finger. Upon further review the first ring they sent me was a 5.5. So I had the right size they didn't.

   

   

   

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

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

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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 pair of earrings from Allurez on 2/14/23. The order # is ***** *********************** Halo Dangling Earrings 14kt White **** ****ct) and Allurez promptly accepted my payment of $3,020 on 2/16/23. The Allurez website says to allow 1-7 business days to ship. It is now 2/27/23, and after multiple phone calls to ***************** as well as an email sent to Allurez inquiring about my order, the earrings have still not shipped. Everyone I have spoken with gives me the same answer about how it's "on the final step with the setter and will ship soon." When I ask how soon, I am either given useless and vague information like "when it's ready" or I'm told it will ship "by the end of the week" or I'm told "It will ship tomorrow or the next day at the latest." Basically, I am being given the run around. Allurez had no problem taking my $3,020, but now they won't send me what I paid for and they are not offering any help whatsoever when I make inquiries on my order or ask about the expected shipping date. I definitely feel I have been scammed at this point, and I have spent a lot of money for earrings that I am not receiving and nobody at Allurez seems to care. I am beyond frustrated at this point and feel completely taken advantage of. My order is NOT a custom order, yet they will not even allow me to cancel my order. If that's the case, then ship me what I ordered and paid for. The website even conveys Allurez can "work their ************** if you need an item by a specific date. I would like Allurez to simply ship my earrings to me...no magic even required. Just follow through on your end of the transaction, Allurez, and give me what I paid for, please. At this point, I am fully convinced I've been scammed out of $3,020 as I have no indication that my earrings are ever going to ship. The days keep passing, I keep following up on my order, and promises of my earrings shipping to me are continually broken. I am looking for immediate resolution.

  Customer Answer

  Date: 03/22/2023

  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:02/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ring from Allurez online for my wife in May 2020. It was two bands with a one diamond, first the band with the diamond arrived, I called the company then a couple weeks later the other piece. The ring looked cheap, and my wife hated it. This was a ring we had picked from a ring selection they had online, there was no custom work done to the ring. I ordered it as I saw it made the selection for the diamond and the size. She did not like the ring and did not want it, so I returned it. I asked for a refund. The company said it was a custom ring and I could have my $2366 as a store credit. I said this was unacceptable and made several attempts to collect a refund. After multiple calls and emails, I felt stuck with the credit. I have searched their site over the last few years and have found nothing I want from the company except my money back. I even attempted to ask if they could get me a name brand watch for the credit "as I would know that I was getting something that had a certain value" but got no response. After a "CEO" email came out I contacted the company again asking to speak with him/her. But got the same answer, you have a credit. I don't not trust the products this company is selling, and I want a refund of my money.

  Business Response

  Date: 02/27/2023

  Greetings from Allurez, 

   

  Thank you so much for sharing your concerns with your previous order. I was able to confirm that while your order was outside of our 30 day return policy, we were able to offer a store credit which allows you to purchase a new item of your choice. I'm so sorry to learn that you have yet to find something of interest, however, we are unable to process a refund for orders outside of the allowed 30 day window of the original purchase. We are here and happy to assist with your new purchase when you are ready to proceed. 

   

  Have a wonderful day!

  Customer Answer

  Date: 03/07/2023

  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:

  The product was originally returned in a very timely manner, and I was told it could not be refunded because it was " custom". Now it is a time issue, the company has no products I want or I could ever see wanting. I don't understand what kind of profit margins this company is getting from their products it must be huge, to sit here and go back and forth with a customer for 3 years instead of just making the customer happy. I don't trust any products this company offers 

   

   

   

   

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

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

  Customer Answer

  Date: 03/20/2023

  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:

  The company keeps stating the same thing over and over again, "store credit". What possible reason could this company have for trying to hold a customers funds for so long. This has been going on for years now. I want my money refunded, their products are of no value or interest to me.

   

   

   

   

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

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

  Business Response

  Date: 09/29/2023

  Dear *****,

  We understand that you have expressed frustration and feel that your money has been held unfairly. We would like to clarify the situation and ensure that you have a complete understanding of our policies and the agreement we reached.
  
  Upon reviewing your purchase history, we found that you acquired a personalized "Design Your Own" (DYO) ring from our website. We must emphasize that, as stated in our return policy, DYO rings are non-returnable and non-refundable. This policy is clearly outlined on our website to provide transparency to our customers.
  
  However, we understand that you were dissatisfied with your purchase and reached out to us for assistance. In an effort to accommodate your request, we offered a solution in which you could return the ring for store credit. We have documentation indicating that you agreed to this arrangement in writing. This was a gesture of goodwill on our part, as it allowed you the opportunity to explore the vast range of products available on our website.
  
  Our commitment to customer satisfaction led us to provide you with an alternative option even though it was not required as per our return policy. We take pride in our dedication to resolving customer issues amicably and fairly.
  
  It's important to clarify that this agreement was not an attempt to withhold your money; instead, it was a mutually agreed-upon solution to address your dissatisfaction with the purchase. We did take back your custom designed ring that is difficult to resell as you ************* to your liking. That was a loss on our part to insure your satisfaction.
  We have a wide selection of products available on our website including items other than jewelry, and the store credit provided you with the flexibility to choose an item that suits your preferences.
  
  We value your business and hope that you will continue to explore our offerings and find a product that meets your expectations.

   

• Initial Complaint

  Date:02/10/2023

  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 order a new wedding ring on November 30, 2022 without a center stone, as I was planning to have my existing solitaire diamond set into this new ring. The company asked me the size of the diamond (**** ct) to ensure that the prongs would sufficiently hold the diamond.I received the ring around December 12th and took it to my jeweler, who confirmed the prongs were the right size and set my diamond into the ring. i picked up the ring on December 15th and have been wearing it since.On Sunday, February 5, 2023, I realized the diamond was missing .... not that the diamond had fallen out of the prongs, but that the prongs themselves were also gone. There is no way this should have occurred unless the ring itself was not of quality or for shoddy workmanship to solder the prongs onto the ring.I have been contacting the company since Sunday with no luck in getting anyone to address this situation. The website states there is a warranty included with all rings, and all I am asking for is to be able to get a refund on the ring itself, which was over $1200, since it was the cause of me losing my wedding diamond.

  Business Response

  Date: 03/14/2023

  Dear *********************,
  Allurez takes great pride in the beauty and durability of our products, knowing that they are designed to be cherished for a lifetime. Allurez is committed to providing the highest standards of quality and service in the jewelry industry. We are truly sorry to hear about the loss of your diamond. You indicated that the prongs were missing, when in fact it seems that the entire head is missing. We have reviewed your concerns and the photos you provided. If there were any issues prior to setting the diamond as you claim, ************ would have mentioned it to you. We stand behind our quality products. You in fact had sent us a thank you email with photos exclaiming Beautiful!!!! 
  We understand that this can be frustrating, but please note that we cannot be held responsible for any damages that occur after the ring has been altered by a third-party jeweler. Once the prongs have been bent, heated, manipulated, and adjusted to fit the stone by a third-party jeweler, we cannot guarantee the structural integrity of the ring.
  We take pride in our craftsmanship and quality control measures, and we strive to provide our customers with the best possible products. Unfortunately, in this case, the ring has been handled by a third party that will not admit fault, and we cannot possibly be held liable for any damages that *** have occurred due to their mishandling.
  We regret that we cannot offer a refund or replacement for the ring in question. If you have any further questions or concerns, please do not hesitate to contact us, and we will do our best to assist you.
  Sincerely,
  Allurez
  
  

  Customer Answer

  Date: 03/23/2023

  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:01/20/2023

  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.

  -Date of transaction: 10/16/2022 00:16 -Amount paid for engagement ring: $4,507.75 -Estimated Shipping Date: From 10/26/2022 To 11/04/2022;On their website, it states... "When Can I Expect My Order To Arrive?Depending on the product it will take **** days for your order to arrive in the U.S. If the product is needed right away, we will work our magic and make it happen, please inform us upon ordering!"-I've been waiting over 3 months to receive my engagement ring. My attempts to reach the company have been ineffective. I have dozens of call records to the call center, throughout the day during normal business hours, that have gone unanswered. I was finally able to get a response from Allurez December 8th via email. They've been giving me the run around ever since on why the ring isn't ready. Last correspondence from allurez on Jan 13th.. "I once again apologize for the delay. Our jewelers are currently working on making sure the ring is perfectly crafted before they ship it. We would not like you to receive an inferior piece. We will be sending you a free Allurez Travel Case valued at $135 for your inconvenience. We thank you for your patience and understanding."Honestly, I couldn't care less about some Travel Case, not even considering the burden this caused trying to plan an engagement around their false promises. I responded asking for more detail regarding the delay and have not received a response.I would like to know if I'm still getting the product I paid for or what other recourse is available.

  Business Response

  Date: 09/29/2023

  Hi,

  A full refund was issued months ago. Please let us know if you have any other questions and please remove the multiple reviews that you have left for **.
  

• Initial Complaint

  Date:01/12/2023

  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.

  I ordered a demo ring on 11/03/2022. It was great and I promptly returned it. Everything was smooth with that order, including the refund of the $50 hold. I then proceeded to order the actual engagement ring on 11/29/22. On 12/16/22 I received a ring that was the demo ring again. Including the same size, etc. The real ring was a size 4 and the demo ring was much larger. I looked on allurez order status and it continued to show as in process. I finally contacted Allurez and for over a week they continued to tell me the real ring was "We are finishing up the setting of the stones which is the final process before inspection for shipment. We will update you with a tracking number when it is ready to ship.". I had to contact them several times over a couple of weeks and only given the same status. Then a few days ago they proceeded to tell me that I already received the ring as the latest delivery. The ring delivered does not test as a real diamond (the accent diamonds do), is not the right size and looks identical (including size) to the original "try at home" ring. There was also not a single sheet of paperwork , certificate, order information or anything included with that delivery. I believe they may have lost the real ring in their process and are trying to get away with it for thousands of dollars.Getting support or a resolution has been a terrible experience. I simply want my money back and they can have their scam ring back.

  Business Response

  Date: 09/29/2023

  A full refund has already been issued

• Initial Complaint

  Date:01/03/2023

  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 ordered an engagement ring on November 22 2022. After multiple attempts to contact the business on the status of my order, I asked for a refund yesterday. I look today and see that it says they have shipped it. I used the tracking number and discover it is going to the wrong destination. I just want somebody that works there to contact me.

  Business Response

  Date: 02/02/2023

  Greetings, 

   

  Thank you so much for your submitted concerns with your order. We truly apologize as there was a glitch in our shipping label system that generated the label incorrectly. This was caught before the order shipped and corrected. Upon review we have confirmed your order delivered to the correct location as of 1/4/2023. Please let us know if there is anything else that we may assist with. 

• Initial Complaint

  Date:12/27/2022

  Type:Delivery 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 $4734 engagement ring on 12/04/2022. When I placed this order #*****, I was guaranteed on the website that the order would be received by 12/23/2022. I called to see if the order could be completed earlier per the website instructions and they said that they would add priority to the order and provided an estimated shipping date of 12/14/2022. Once this date passed, I called to see the issue and get a new updated shipping date. This was useless and was just told that it was taking longer then expected, but since I was in the expected **** days of my order I did not make a big deal. The next week 12/18-12/24, I called once or twice a day everyday for an update. I either got a deceptive voicemail that said they would call me back (which they never did) or they gave me the run around saying that they are working very hard to complete the order. I was told on the 21st that the order was in the last step with the setter and should maybe ship that day. So when the 22nd came I called expecting a shipping update and again did not get any answers or updates. The customer service at this company is either an outright scam or they are completely incompetent. The order finally shipped shipped out on the 12/23/2022, with an estimated arrival on the 12/24/2022. This is pasts the guaranteed receivable date and I still have not received my order and it is 12/26/2022. I just want to get my order, or get my money back. My engagement plans have be ruined and I just want things to be made right. Please help

  Business Response

  Date: 01/11/2023

  Good Evening, 

  Thank you so much for your most recent order with Allurez. We have been made aware of the delay with arrival of your order past the provided estimated shipping date. We truly apologize for this matter as it is our goal to ensure every order is perfect before being shipped. This caused a delay in arrival which ruined your plans. We would truly like to make this up to you by sending you a free travel case to make amends for the delay of arrival. Please feel free to let us know if there are ever any issues that we can assist with. 

  Have a wonderful day.

  Customer Answer

  Date: 01/13/2023

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

• Initial Complaint

  Date:12/01/2022

  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 placed an order on 10/18/2022 for 6 try at home rings which the agreement is you get to try out engagements rings and return them within 7 days and there is a $50 charge per ring that is refunded upon return. I received the rings on 10/29/22 and returned them on 11/3/22. I confirmed through **** tracking as well as my account on Allurez site that the package was returned as of 11/7/22. When I received the package, I contacted customer service twice to inform that I only received 4 and not the 6 rings ordered. In checking my bank statement however I was charged by Allurez $300 on 11/14/22 even though I received 4 and not 6 rings and the rings had already been returned a week prior to me being charged. I emailed customer service on 11/15/22 and the response was, I'm happy to inform that your return has now been updated and your hold released. This should update in 5-7 business days or less. As of 11/30/22 I still have not been refunded. I sent another email on 11/29/22 and within a 24 hour period I received no response. I just want my money back.

  Business Response

  Date: 12/01/2022

  Good Afternoon, 

   

  Thank you so much for sharing your concerns with your authorization hold. This is a hold placed on the provided card for the cost of the number of confirmed Try at Home Rings. Our records confirm your rings returns as well as the two rings that were not issued as we did not have them in stock. I was also able to confirm that an email with the return status was submitted to you on November 15 as your order was received and updated to return status on November 14th. At this point the hold for this order was released as provided in the email communication. Upon further review, I show that our agent reached out per your contact regarding a $300 charge and asked for a copy of your statement confirming this amount to be addressed with accounting. We are pending a follow up from you on this matter and will, as always do our best to resolve any pending concerns. 

• Initial Complaint

  Date:11/23/2022

  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.

  I purchased a engagement ring set and when item I arrived only have set was in the package the whole engagement ring was missing, company claims to be investigating but wont let me speak to supervisor and doesnt answer the phone mostly during business hours

  Business Response

  Date: 12/16/2022

  Greetings, 

   

  We are so sorry to learn of any frustration with your order. As a portion of your order was completed earlier than the second part, we decided to ship the completed portion separate. Upon review our records confirm that they shipped via two separated tracking's and both were received already. 

   

  If there are any issues with your order, our team is always here to assist.