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Business Profile

Jewelry Stores

SuperJeweler.com Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for SuperJeweler.com Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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SuperJeweler.com Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 119 total complaints in the last 3 years.
    • 65 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 necklace from them that the delivery date kept getting push back, and back. It was on special sale I contacted them about when I would be getting it. They kept making excuses so I asked for a refund. They said it would be in my son's ****** in 5-7 days. After that time I chatted again and got excuses about the refund, still have no money shown up.

      Customer Answer

      Date: 06/10/2025

      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:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Transaction dated: 2-04-2022 Order number-******* I saw a ring advertised 5 1/2 carat halo diamond engagement ring with a 4.80 carat center in a 14k white gold for $9,999.99 with an additional 20% off total $7,999.99. I was very interested and put it on lay- way for the total of $8,049.98. From February 4, 2022 until November 24, 2023 I made payment on layaway totaling $5549.98. On March 12, 2025 I call to pay off layaway of $2500 when I was informed that the ring was no longer available and I could request a refund of store credit. I requested a refund of $5549.98. I have received several emails stating that they are going to proceed my refund and issue a check as of today I have not receive my refund. Spoke to several employees at ************** and still no refund hasnt been issue.

      Business Response

      Date: 06/01/2025

      Hi There,

      We have been working closely with the customer to give her a substantial upgrade.

      She and ***** seem to have worked out an upgrade to a 7 Carat lab diamond, that should be gorgeous.

      This is resolved.

      Best,

      ******@SuperJeweler

      Customer Answer

      Date: 06/06/2025

      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:

      [My  conversation with ***** was for a ***** carat round shape Lab Grown Diamond ring in solid 14K white gold features a 9.76 carat IGI certified diamond *********, not a 7 Carat lab diamond. And before the case is close, I would like to first receive my ring and have it tested ]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:05/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The item I originally ordered was not what I thought I was ordering so I returned and confirmed received by company email on 04/21/25. I paid return shipping. I still have not received a refund. I have contacted the business several times via chat and have screenshots of promises to get back to me either the next day or within 3-5 days and I have received no response in my refund status. I need my money refunded I no longer have the product.

      Business Response

      Date: 06/01/2025

      Hi there,

      This refund was made on May 23rd.

      All the best and sorry for the hassle,

      ******@SuperJeweler

    • Initial Complaint

      Date:05/10/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In November I ordered a necklace from so-called business never received it reordered another one they sent it. I didn't like it send it back it was too small and had a big flaw in it I tried to order another necklace first of all they said they couldn't find my necklace for months went by they said they didn't have it and they did finally in February they called and said they had had my necklace what did I want to do I told him what I wanted I ordered it they sent the wrong or the I ordered the wrong one by accident I called them 5 minutes 5 minutes into it and they said oh yeah we canceled it it's done everything's fine go ahead and order what you want so I did unbannounced to me they did take the money out of my account for the one that I called and canceled that was $370 they took out of my checking account the very day I made the mistake they didn't wait to send it they took the money out right away and I told them that I ordered the wrong one she said that they had canceled it but that was a lie so then I tried to order the right one put it on layaway so that way I wouldn't mess up and now they've taken 551 out of my account and I have no necklace and no refunds no nothing nobody will talk to me I can't get a hold of anybody I've tried getting higher up people they won't talk to me I've asked the emailed and nobody does anything nobody will give you my money back that they've taken out of my account it's this place is a joke it is a complete disgrace they can't even answer an email all they can say is we're taking care of it it'll be done today it'll be it'll be taken care of today and we've passed it on it'll be it will be escalated to the right person nothing here it is May 10th I first started dealing with them in November of 2024 they have $551 of mine and I have no necklace nothing and they will not answer any of my emails I've been a bother to them evidently and this place is a ripoff can't even get a hold of ****** *** they won't give me his email.

      Business Response

      Date: 06/01/2025

      Hi There,

      This order was refunded on May 22nd.

      Thanks for reaching out and sorry for the hassle,

      ******@SuperJeweler

      Customer Answer

      Date: 06/05/2025

      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:

      [Your Answer Here]

       After you notified them they did pay me some of what they owed me some of the $400 they took out of my account they paid they still owe me $129.97 which I'm having a terrible time getting they said I have to get a store credit because they lost my necklace I have to have a store credit for that and I've been waiting and waiting and they keep giving me a number code if you will and I put it in and it says it's not valid and I've emailed them probably 26 times telling them that that code is no good and no one will answer me back no one will email me back about it it's just the same old same old with that company so it's still not resolved no and I think it's terrible that I have to get a hold of you guys for them to even do anything and that's that was only giving me back what they took out of my account for nothing they just took $400 out and for nothing and that's wrong I don't know what they're story is but they're terrible business and they do not help their customers they I I've called and I've and I've got on chat and I'm so so many times I've asked to talk to a boss and owner of somebody they won't let me talk to anybody until I got a hold of you guys right now the BBB they wouldn't do anything but since I got a hold of you they have paid me back partial what they owe me but not the rest! That place is a joke they lie that people that work there lies so bad to every everybody they tell people that their stuff they're going to get their stuff and they don't send it out for a long time and they say oh it'll be it's ready to ship it's in stock and ready to ship and it's not and it's not even ready to ship they wait forever and I mean they supposedly lost my necklace that I had bought a necklace and returned it and within a week I returned it and I went up to the local post office and I got a receipt and they said they never got it they kept saying they didn't get it they didn't get it and I said I know you got it I have a tracking you I know you got it and they kept denying that they had it finally in February which was months later they called me and said they found my necklace so they didn't want to give me my money back because they said it'd been 60 days well that was their fault not my fault! So I said okay then I'll take the store credit and whatever I want to get this over with and here we are I still don't have that money back or anything for it I have no necklaces I have no money back except for the one the $400 they took and I don't even know that that's back in my account honestly they just told me it was back in my account I haven't got my check statement for May yet so I guess I shouldn't say they did pay me because I don't know for a fact they said they did but I won't know till I get my check statement I do not have the online checking.

       

       

       

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


      Sincerely,

      ** *******




       

      Customer Answer

      Date: 06/11/2025

      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.   

       It's super Jeweler would have read what I wrote this morning I said that I had already used the credit today I ordered a necklace early early this morning I thought it might be considered yesterday we'll say Tuesday they gave me the credit and Tuesday I used the credit and I supposed to be mailed out to me on Thursday so when I get it if I do then I will be done then I would be satisfied but I want to make sure that I get the necklace and that it's what I ordered. I have a feeling that the boss probably didn't even know anything about this whole ordeal because so many people were just not telling me anything or answering any of my questions or I just wanted to know where my money was and when it was going to be put back in my account and really why they took it and why it took them almost two full months to give me back 370 and 51 and almost 9 months to give me my original $129 they owed me $550 roughly and I wanted to know where my money was and no one would no one would answer me no one would give me the number to the boss when they would answer me they told me over and over that it was on its way that it would be done by it would be taken care of that day or it would be taken care of first thing the next morning or they're going to give it to the proper or forward it to the property Department they kept saying don't worry don't worry and weeks went by of course I'm going to worry about $550! Anyway this will all be over with if I get the necklace that I ordered it's supposed to be mailed out tomorrow Thursday June 12th so it would only be a few days and it will be here and then I will be satisfied with this and we will be done. The sad part is I really wanted the 3/4 gold yellow gold diamond necklace that's what I wanted and tried to get in the first place and after all those months and all the running around and them telling me they send a necklace and they didn't and then telling me that they canceled the order and they didn't and after all the lies I just said forget it I don't even want the necklace even though I really truly did want the necklace but I'll never know now if it was as pretty as I thought it was so I ordered something else that I could afford with the store credit and we will see what happens within the next week. Sorry it came to this I really am it's first time I've ever ever wrote anything to the BBB I didn't know what to do when no one would even tell me anything it was just lie after lie from the employees and I pretty much beg them for that ****** guys email so I can email him straight and they would not give it to me they told me I could message some ***** *** at superJeweler but they would not give me the ****** guys email to try to get something done. But it's getting done now ! it's almost over.!

       

       

       

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


      Sincerely,

      ** *******




       

      Business Response

      Date: 06/12/2025

      Hi there,

      We are happy to speak to the customer:

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

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

      Best,

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

    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      Resolved
      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 returned a ring I had bought, they received it on April 21, 2025, and I still have not gotten my refund, I have called 4+ times and was told it was being processed, but still have not gotten it.

      Business Response

      Date: 06/01/2025

      Hi there,

      This order was refunded in full on May 21, 2025.

      Thanks for reaching out,

      ******@SuperJeweler

      Customer Answer

      Date: 06/03/2025

      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:05/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 the date of April 26th 2025 I order from Super Jewelers a ring order # *******. Stated on the order it says it will take 2 days for shipping it now been 5 business days. On the site it says view status- it reads (diamonds/gemstones has been selected). No delivery date or ***. Called customer service was told be shipped out 5/5/25, still no change on website. Called today 5/5/25 lady said she assumed it will be shipped out sometime this week. I brought this as an anniversary gift expecting it to be shipped date as promised.

      Business Response

      Date: 06/01/2025

      Hi there,

      The package was shipped and delivered.

      Please see the tracking link

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

      Thanks so much and enjoy this beautiful ******* cut diamond ring from SuperJeweler.com.

      Best,

      ******@SuperJeweler

    • Initial Complaint

      Date:05/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 ring from Super Jeweler on 3/5/25, and returned it within the 60 day timeframe. They received the item back on 3/24/25, which I sent back using *** (confirmation attached). They still have not refunded my money. I have attached email from them that says they are working on it.

      Customer Answer

      Date: 05/28/2025

      Better Business Bureau:

      At this time, I have not been contacted by SuperJeweler.com Inc. regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 06/01/2025

      hi there,

      This order was fully refunded on 5/29/25.

      Thanks,

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

      Customer Answer

      Date: 06/04/2025

      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:05/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 paid $332.96 for a pair of earrings and returned them after purchasing an alternate pair from the same company, SuperJewelers. They confirmed they received the return and it was approved many times. I have not been sent my refund after numerous attempts and being assured it would be sent. I have emailed, called, chatted and have multiple forms of documentation confirming the refund would be sent. Attached chat confirmations are from 3/10, 3/26, 4/1, and again today 5/2. Still no refund.

      Business Response

      Date: 06/01/2025

      HI There,

      This order was fully refunded on May 3, 2025.

      Sorry for the hassle,

      ******@SuperJeweler

      Customer Answer

      Date: 06/03/2025

      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:04/19/2025

      Type:Product Issues
      Status:
      Answered
      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 earrings on 12/21/24 from Super Jeweler (ORDER # : *******) The earrings were not as nice as described and I returned them using overnight mail with a tracking number. I received an email from Super Jeweler within the 60 day return window confirming receipt of the returned earrings. I waited two weeks but did not receive my money back. I began to contact ************* via the customer service chat on their website. I was told numerous time that they had a glitch in their system and my return would be processed soon. This same thing occurred multiple times throughout March (I have screen shots) and I have still not received my refund of $367.99. I want to file a complaint in an effort to get my money returned.

      Business Response

      Date: 04/25/2025

      Hi, 
      i see the problem and i've instructed to override it.

      preowned items are not technically returnable.

      The refund will process in the next 2 business days.

      Thanks,

      ******@superjeweler

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Answered
      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 earrings from super jeweler that were supposed to be $297.99with a code, I thought it took my code but it charged me $1745.99. I called super jeweler right away and they were going to refund me the over charge. I never got that refund so I sent them back. I then got an email saying they received them and would get a refund. I have called over 100 times and they say it will be refunded in 2 days and nothing has been refunded. They have also blocked my telephone number. I dont know what else to do.I just want my money refunded

      Business Response

      Date: 04/25/2025

      Hi There,

      i reviewed the notes and i understand what the customer is saying.

      ******* has made a chargeback dispute, so we are unable to refund.

      Either the dispute will go through and she will be refunded, or she can release the chargeback and we will refund.

      Please let me know,

      ******@superjeweler

    SuperJeweler.com Inc. is NOT a BBB Accredited Business.

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