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:10/28/2022

  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.

  Online Order #***** from 7/29/22.bridal set and mens ring for wedding on Oct. ********************************************************* tracking information before delivery. Received package 2 months after being promised delivery in 2 weeks. Company sends cheap looking bridal set with ************ stone on engagement ring, with shaving marks, unfinished, unpolished and looking nothing like the refined ring stated on website. Took about 2 weeks to receive a shipping label for return. Inserted in return box printed instructions to resize and showed what flaws needed to be repaired. Received box second time with bridal set untouched and mens ring is missing. I contacted the business, was promised a call from manager that never happened. I have returned the rings in hope to receive my money back. My wedding has passed, I had to use replicas on ceremony because even after calling multiple times, chatting multiple times, nothing is done. I am paying for 3 rings, I just received 2 in horrible condition and this deceiving business refuses to return my money. This business malpractices go against consumer rights, their products are a misrepresentation of what is sold on their website and address in ** is not a storefront. They dont know where my 3rd ring is, I am paying for 3 rings that I dont have and I cant believe this place is in business with all this serious bad reviews.

  Business Response

  Date: 11/04/2022

  Good Morning, 

  Thank you so much for sharing your concerns. We offer our sincere apologies for this experience as this is far from the level of service which we pride ourselves on, and have built such a reputable brand behind. Please know that our customers are priority and we will always work hard to ensure your satisfaction with any order. It appears that this order was not as intended and a brand new bridal set was hand crafted by our head jeweler to ensure perfection. We are also happy to process a refund of the men's band and will contact you shortly with return instructions to have this return processed. Please let us know if there is ever anything else that we may assist with. 

• Initial Complaint

  Date:10/20/2022

  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 ordered my engagement ring from ****** back on September 3rd and was told it would arrive no later than the end of September. Then when it apparently shipped, I was informed *** lost the package and the jeweler would make a new ring and ship out within 2 weeks to arrive at the latest oct 20th. Well its now October 18th and still no shipment. Ive called, emailed, texted customer service multiple times and havent received anything but the run around. Its always an excuse. We will have someone call you. Yeah that doesnt happen. No one answers the customer service phone!!! I want my money back.

  Customer Answer

  Date: 10/21/2022

  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:10/14/2022

  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.

  My husband proposed to me on the evening of May 2nd while we were in ******. By the time we returned home on the 6th of May a stone had fallen out. He immediately contacted Allurez where they said they would fix it and it was returned to us 3 weeks later, I put the ring on and the exact same day that I received it back a stone had fallen out. He then contacted Allurez and told the customer service agent that this is the second time that the stone has fallen out. It was returned again 2nd week in July. We got married August 8th with no ring as it was being repaired. The ring was not returned until the 28th of August. 3 weeks later, again, a stone fell out. My husband expressed his displeasure with the customer service agent and asked for a refund. They said that we had the ring more than 30 days and could not ***** a refund. They also talked to their jeweler who said that the *******s in the infinity ring is a delicate stone and further suggested that instead of having the *******s in the ring that we should go with all diamonds because that is a better chance that the stones won't fall out. They offered to make another ring with all diamonds which is not what we wanted and not what we ordered. They said they can't guarantee the ring as we ordered it so we requested a refund. The customer service agent said that a refund request needed to be escalated to management and we suggested that they go ahead and escalate the situation. The agent said that we would get a response in 3 business days. After 3 business days we did not hear from Allurez so we called to see about the refund to which they responded there would be no refund. Since they could not give us what we paid for, which is an infinity ring with the ******* stones there should be a refund.

  Business Response

  Date: 11/04/2022

  Greetings from Allurez, 

  
  

  We sincerely apologize for any frustration with your order. It is always our goal to provide all of our valued customers with the most rewarding experience. In this case we fell short of your expectations and it is our priority to ensure this matter is addressed for you. I assure you that the provided experience is not our norm and we work hard to ensure you are provided with the best quality. Upon review, it is clear that there may have been some issues with your setting which resulting in the lose of your stones, and this is unacceptable. For this reason our jewelers request to completely recraft a new ring and have it inspected by our head jeweler and brand to ensure there are no flaws. I understand that our office previously offered a new ring to be crafted with all diamonds and I understand that this is not what you selected. Our intention was to provide understanding of how much more precious the ******* is compared to the diamond which is tougher and easier to secure in such delicate size with everyday movement. Please know that our intentions were never to completely modify the ring as your requested. I am more than happy to have a repair label issued to you to start the process of a new setting if this would be okay with you. I will also be happy to apply a free lifetime warranty valued at $249 to help make amends for your experience. Please understand that while we cannot make up for the frustration caused, we will do everything possible to ensure your concerns are properly address moving forward. 

  Customer Answer

  Date: 11/08/2022

  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]

   Allurez has repeatedly told me that their master jeweler would be the one setting the stones, however, time and time again stones have fallen out. While they are offering a lifetime warranty that means to me I will spend more time getting the ring repaired than wearing my wedding set. I believe this because that is the case now. Allurez has literally had my ring for repair longer than I have had it. In fact, they have it now and have had it for weeks. If there proposal is to be accepted, I would need the lifetime warranty free of charge and if my ring is returned to me and a stone falls out anytime in the next 60 days upon receipt of the rings I would like a full refund. 

   

  Kind Regards,

   

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

   

   

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

  
  Sincerely,
  
  ******* & ***********************
  
  
  
  
   
  

  Business Response

  Date: 09/29/2023

  Hi *******,

  Thank you for your order. Do you still need assistance?
  

• Initial Complaint

  Date:10/12/2022

  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 ordered an engagement ring for a gf and we have called off the engagement as she is having family issues. I contacted this vendor within 2 days after placing this order to pause the order because i did not give them the correct ring size. The engagement was called off due to a personal issue on my gfs side. They offered me an exchange for the item due to engagement being called off. They continued to craft the item after saying they would pause and offer me an exchange item for the same or greater value. They sent the item to me and i received it last friday. EVEN AFTER agreeing to exchange it for a personal item for me. They do not respond to emails. And calling them does not solve this issue. I can forward you the complete email thread. They have completely been ignoring me.

  Business Response

  Date: 11/02/2022

  Good Afternoon *** ******, 

  We greatly appreciate you for sharing your concerns and we are always happy to correct any errors with your order. Upon review I see that our team issued a label and had your original order returned free of charge and we are currently crafting you a stunning brand new order per your request which is estimated to ship out very soon. We again apologize for this matter and thank you for allowing us to assist. 

• Initial Complaint

  Date:10/11/2022

  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 ring from them on August 4th, order number *****. I paid **** dollars and was expecting the item within a month judging by there suggested time to ship. It has now been over 2 months and I am beginning to think it will never get shipped. For the last month they have said it should ship by the end of this week... They won't give me any details in terms of an estimated day of shipping. I have asked for contact information for management or corporate and get a totally beat around the **** response everytime. I am just wanting the item I paid for or a refund asap. I have gotten mixed responses on what process is happening including being told it was finished and would ship the next day, going to the setter but they are out of office today, or sorry it is just taking longer then expected. I feel like they are either a fraud business or have absolutely horrendous customer service. I have plenty of emails that are just not directly answering my question or sound like made up excuses. Please and thank you for any help you can provide!

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  I have recieved the item and have worked it out with the business. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2022

  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 order ***** for a pair of earrings on 8/1/2022. Original shipping estimate was around 8/7 I believe, however did not ship until 8/17, which was fine, however this is relevant because their site's "Easy Returns" page stipulates "if for any reason you are not satisfied with your purchase, you may return the unused item in its original condition within 30 days..." and, "Packages must be received at our office within 30 days of the original shipment," and, importantly, that "We will give you an RMA number...Returns will not be accepted without this number."After presenting the item to my wife, we determined for a combination of reasons to seek a refund or exchange. I first emailed Allurez on 9/4 (Sun) requesting information about return or exchange. After getting no answer or response and also trying to call them with no answer, I wrote again on 9/8 (Thu) to explicitly request an RMA#. Initial email response on 9/9 responded to one question in my initial 9/4 questions, and I replied asking for an RMA#. I also got a call back on 9/9, where I was told that I should expect an RMA# by the end of the day. On 9/10 I wrote again, again asking for an RMA#. I wrote again on 9/12 after getting no responses. Further similar exchanges are attached, but as of 10/6 I have still not been sent an RMA#.Lack of response by customer service has made strict compliance with the return policy impossible. Repeated requests for instructions to secure a refund have been unanswered for over a month. I am seeking a return and refund per the "Easy Returns" policy advertised on their web site.

  Business Response

  Date: 09/29/2023

  Hi,

  The client contacted us way after the 30 days to return the earrings. Our return policy is only for 30 days and is for unworn items. Unfortunately, we cannot refund the order at this time.
  

• Initial Complaint

  Date:09/12/2022

  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.

  On August 20th I purchased 4 rings from this company- 2 ruby ******** bands and 2 sapphire bands. Estimated shipping dates was stated at August 26 - September 1st. As of September 1, I did not receive tracking info. I emailed them and they said the rings would be going out the end of the week. Again, at the end of the week, the rings fid not ship. I emailed them the following week and they said the same thing and again the rings have not shipped. I think this is a fake company. They don't communicate and they kept putting me off week after week. I did contact ******** ******* to dispute the charges at this point.

  Business Response

  Date: 09/15/2022

  Hello ****,

   

  We are sorry that you feel that way.  However your rings have shipped with **** tracking number ******************.  We also say that orders are scheduled to ship pending quality assurance.  If an piece of jewelry is not up to the jewelers standards it will not ship.  This will happen even if it is down to the smallest stone.  We want to make sure that all of our jewelry reaches our highest expectations. 
  

• Initial Complaint

  Date:08/19/2022

  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 purchased a necklace from this company over a month ago and it was advertised that medical providers get a 5% discount through ID.me verification. I verified through ID.me and the discount never carried through with the purchase. Also, I purchased an appraisal for $100 and have never received it. I want my $100 back for the appraisal that Ive never received and I want my 5% discount that was advertised that I would receive for being a medical provider. I have attempted to reach out to this business multiple times and they will not give me my refund. They keep saying thanks for the information but never follow through with the refund. Ive also sent in screenshots of my ID.me verification to prove that Im a medical provider and theyre just avoiding giving me my refund. It is the worst customer experience Ive had, especially since Ive purchased something so expensive.

  Business Response

  Date: 09/02/2022

  Hello *******

   

  We are sorry to hear about this.  We did send your appraisal out with your order.  However we have given you the discount and refunded you for your appraisal to make sure that you are a satisfied Allurez customer.  We hope you have a great weekend