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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.
    • 64 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:04/15/2025

      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.
      The item I originally ordered was returned and after more than 30 days, I still have not received a refund. Ive contacted the business several times. They cannot tell me when they will be able to return my money. They have had the returned item in hand since 3/14.

      Business Response

      Date: 04/25/2025

      Hi There,

      sorry for the hassle,

      the order has been fully refunded.

      please check,

      thanks,

      ******@superjeweler

    • Initial Complaint

      Date:04/11/2025

      Type:Delivery 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 made a purchase for a tennis necklace on 01/23/2025 in the amount of $487.89. (Order #: *******). This was a back ordered item with an estimated ship date of 02/20/2025. On 03/20/2025, I still had not received the item. I called Super Jeweler and spoke with *********** stated that estimated ship date was now sometime in April, so I requested a refund. I received an email the same day stating that my refund would be processed within 5 business days and it may take my bank another 5-7 business days to process. On business day 12, which was 04/07/2025, I opened a chat with ***** and all she did was apologize for the delay and to wait a couple more days for my refund. It has now been 16 business days and there is no sign of my refund.

      Business Response

      Date: 06/01/2025

      HI There,

      Sorry we missed this complaint to respond to.

      The customer has filed a chargeback, and the order is locked.

      We'd be happy to refund, if the customer will release the chargeback.  Please contact me at *********************** and i'll be happy to help.

      The customer is due a full refund.

      Thanks,

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

    • Initial Complaint

      Date:04/11/2025

      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 have recached out via chat and FB message and nothing On Thu, Apr 3, 2025 at 8:39AM SuperJeweler Support Team ******************************************* wrote:** **** * ********* ********* *** *** ***** ** ********** **** ******* *** * ********** *** ************* **** *** **** ************* **** ******* **** ** *** ******* ********** ** ****** **** ****** ** ********* ** ******* ** ********* ** ****** ** ******** *** *********** ** *** **** ***** *** *** ** **** ****** *** **** ** *** **** ************** ************* *** ******** ** **** ****** *** ******* ************ ** *** **** *** ******* ********* ** ********* **** **** ** ***** *** ** *** ** *** **** ** ****** **** ** **** *** ** **** ** **** ** ****************************************** * ************* *** ********* ********* ****** * ******** **** ** ****** ******** **** ***** **** **** * *** **** ** ******* **** ****** *** *** **** ** ********** *** ******** *** ** ***** ** ********** **** *********** *** **** *** ***** ********** ****** ******* ** ** *************** ** **** *** ************* ********* ******** *** *** **** ******* ** ** ***** ** *** **** **** **** *** ******** *** ***** *** ****** * ******* *** * *** ******* ******** ******* **** *** ** **** ** **** ** ************************* * ********** *** * ****** ** ******* ** *** ********** * ********* **** ***** ******* *** ** *** ************ ******** ****** **** ** ********* ************ *** **** ** **** **** * *** ** ***** ***** *** ****** **** ********* **** *** **** ** ****** **** ******** *** **** *** ***** ********** ****** ******* ** ** *************** ** **** *** ************* ********* ******** *** *** **** ******* ** ** ***** ** *** **** **** **** *** ******** *** ***** *** ****** * ******* *** * *** ******* ******** ******************** **************** ********* **** ******* *********************** * ****** **** *** ******* ****************************************************

      Customer Answer

      Date: 04/14/2025

      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.i have received a full refund  


      Sincerely,

      **** *******



       


    • Initial Complaint

      Date:04/09/2025

      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 am filing this complaint against SuperJeweler due to their continued failure to issue a promised refund of $1,818.37 following a completed product return.On March 20, 2025, I received a confirmation email from SuperJeweler stating that the returned ring had been received, had passed Quality Control, and had been submitted for overnight refund processing. The email also stated that the funds would reach my account within 12 to 24 hours, depending on bank processing times.Despite this written confirmation, the refund has still not been issued.On April 8, 2025, I followed up by both email and phone. I spoke with a representative named ****, who claimed there had been a system glitch and that the refund would be processed shortly. **** also directed me to email ***** ************************* stating that he was the person responsible for issuing refunds. **** refused to forward me to his extension.I sent an email to ***** on the same day, April 8, following the companys *************** of April 9, I have received no refund, no response from *****, and no additional communication from *************** make matters worse, the ring I returnedwhich has been received, passed quality control, and was confirmed in their March ******************************************************* their estate section, meaning SuperJeweler has resumed profiting from the item while continuing to withhold my refund.This is unacceptable and deeply concerning behavior for a business handling high-value transactions.

      Business Response

      Date: 04/25/2025

      Hi,

      I see that there was an error refunding. Not sure why.

      The tech team is looking into this, and will let us know.

      I'll email ******* directly.  We may have to issue a check to her.

      We'll get this resolved,

      ******@superjeweler

      Customer Answer

      Date: 05/08/2025

      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:

      Despite multiple emails to SuperJeweler regarding my refund, no refund was ever issued by them. After more than a month of waiting, I filed a dispute with my credit card company and provided documentation proving that a refund was owed. As a result, my credit card company issued a provisional credit to my account.


      SuperJeweler never responded to the dispute, never contacted my credit card company, and never issued a refund directly. Now they are asking me to inform my credit card company that they agreed to issue a refund. That is exactly the issuethey made that promise months ago and did not follow through.


      Given their pattern of inaction and dishonesty, I do not trust SuperJeweler to handle this matter directly. I will not close the dispute on their word alone.


      The only acceptable resolution is for SuperJeweler to contact my credit card company directly, accept responsibility, and confirm that the refund is valid and owed. This would allow the credit card company to make the provisional credit permanent and officially close the dispute.


      Nothing else will be accepted.

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


      Sincerely,

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




       

      Business Response

      Date: 06/01/2025

      Hi,

      As the customer filed a chargeback, the order is locked and we can't refund.

      If ******* releases the chargeback, we will refund immediately.

      This has been locked since 4/16.  Please let us know what to do.

      Sincerely,

      ******@SuperJeweler

    • Initial Complaint

      Date:04/09/2025

      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.
      To Whom It May Concern,Paid the layaway off on January 14, 2025. One of my pieces of jewelry that was on layaway was sold to someone else, and I did not find out about it until I had paid the entire layaway off.I was told the refund amount is $1,164.35. The bracelet's price was $1,199.99. How can the refund be less than the price I paid for it? Again, this is my money, not a return of a piece of jewelry purchased, and I still do not have my refund. I still have not received my refund. Why? It has been 12 WEEKS, and I still have not received my refund, nor has a manager called me like requested EVERY time I called SuperJeweler.I have a phone log, copies of all the chats, emails, etc., available if needed. What is the status of my other layaways? If I continue to shop here, will I have to fight to get my refund for the products I have on layaway and/or may get in the future?I have asked numerous times to simply have a manager call me since the start of this, and no one has; this should be illegal to do to someone. As all of my previous reviews were 5 stars because of the layaway ability, this experience has definitely been a deterrent to even shopping here, let alone doing another lengthy or high-priced layaway.Are Super Jewelers using my money to earn interest for their company? This has caused me hardship because I could use that money for necessities at home. I was told the refund department had problems and it would be next month and I would get my money. I still have not received my ********** is it even legal to hold someone's refund since January 14, 2025, and it is now April 9th? Where is my interest on my money? I have tried email, chat, ******** messages, and entirely too many phone calls/messages to get MY money refunded to me. As of now, I am still waiting for a manager to call me to discuss where my refund is, this whole fiasco of a situation, and my other layaway. Regards,*****

      Business Response

      Date: 04/25/2025

      Hi There,

      Sorry for the hassle this has caused you.

      You will received a refund in the next 3 business days for $1199.99.

      The rest of the layaways are fine, as far as I can tell.

      All the best and thanks,

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

      Customer Answer

      Date: 04/29/2025

      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. As long as I receive the refund in three days. 

      However, they should be paying me interest and convenience charges for this.

      Sincerely,

      ***** ******



       


    • Initial Complaint

      Date:04/07/2025

      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 diamond necklace on Dec *******, to be given to my wife on Valentines day, 2025. When we observed the diamond to be very cloudy, we returned it to Super Jewelers within their 60 day refund window. Registered mail. They acknowledged receiving it but still have not refunded my money. I can provide the text if needed. I call their number but only get a recording. The salesperson names are: ****** ***** and *****.

      Business Response

      Date: 04/08/2025

      Hi There,

      This has been refunded in full.

      Sorry for the delay.

      ******@SuperJeweler

      Customer Answer

      Date: 04/10/2025

      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:04/06/2025

      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.
      Purchased item that was received as defective (diamond jewelry milky in appearance). Requested return and refund, received authorization from vendor. Item shipped to vendor via *****, subsequently received on 3/13/2025 as acknowledged by email. Refund has not been sent, requested numerous times and verified non-refund on my credit card statement(s).

      Business Response

      Date: 04/25/2025

      Hi there,

      This order has been fully refunded.

      Sorry for the delay.

      Best,

      ******@SuperJeweler

    • Initial Complaint

      Date:04/05/2025

      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.
      On February 19, 2025 I ordered a pair of earrings from SuperJeweler. Product Title:1 Carat Real Diamond Stud Earrings In 14K White Gold. Amazing Clarity. Totally Eye Clean VS Clarity. First Time Offer! Lowest Price Anywhere Item #:JWL ***** Size:N/A Quantity:1 Unit Price:$249.97 I returned them and ordered a bigger pair. On March 13, I received a written confirmation from the company stating that my return had been approved and that I would receive a credit back to my credit card within ***** hours. The email response from ** is attached. I have contacted the company 5-7 times by email, chat, or live phone calls and have been told that my refund would be coming within ***** hours and yet nothing has happened. I would like my refund and also have my bad experience with this company recorded on BBB.

      Business Response

      Date: 04/25/2025

      Hi there,

      The customer made a credit card dispute, thus they have reversed the charge and been refunded.

      sorry for the hassle and we with them the best,

      Thanks,

      ******@superjeweler

      Customer Answer

      Date: 04/26/2025

      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.  However, I am not satisfied that I had to have my credit card company dispute Super Jeweler and credit my account instead of Super Jeweler after several inquiries.  ************ profits from situations like mine.  I want consumers to be aware of this company.

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



       

    • Initial Complaint

      Date:04/04/2025

      Type:Order 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 was described as 1.5 carats for the earrings, but that must have been the total for both earrings, meaning each earring was .75 carats. NO WHAT WAS DESCRIBED. When I returned the earrings (paid the return shipping), Super Jeweler has dragged it's feet refunding the money. I have read may reviews where Super Jeweler finally refunds the money, but they held on to the money for far too long. They are cashing in on the 'FLOAT.' THIS IS FRAUD. I am asking for the refund plus interest for the money they held on to for several weeks.

      Business Response

      Date: 04/08/2025

      Hi there,

      Sorry this fell through the cracks.

      We have refunded in full.

      All the best,

      ******@SuperJeweler

      Customer Answer

      Date: 04/14/2025

      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 AnsThwer Here]

       The business makes a practice of holding refund monies for a longer period of time than justified.  This is fraud.  I should have been refunded the money plus interest as I requested in my initial complaint.  

       

       

       

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


      Sincerely,

      *** *******




       

    • Initial Complaint

      Date:04/02/2025

      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.
      Subject: Formal Complaint Against SuperJewelers - Order #[Order Number: ******* - Failure to Refund $4,000 I am writing to file a formal complaint against ************* regarding a purchase I made through their website. My order details are as follows: * Order Date: December 14, 2024 * Order Number: [Order Number] * Amount: $4,000.00 I placed an order for an item totaling $4,000. Upon realizing the item would not arrive within the promised timeframe, I made three separate attempts to cancel the order in December and January. Despite these cancellation requests, SuperJewelers proceeded to ship the item.Upon receiving the unwanted item, I immediately returned it and requested a full refund. On January 29, 2025, I received an email from SuperJewelers confirming that the returned item had passed their quality inspection and that a full refund of $4,000 would be processed within 24 to 48 ******** of today, April 2, 2025, I have not received the promised refund. I have made numerous attempts to contact SuperJewelers via phone and email. Each time, I receive the same generic response, and no concrete action has been taken. My calls to speak with a supervisor have been ignored, and my emails have gone unanswered. I was informed that the matter had been escalated to a supervisor, but this supervisor has not returned my calls or emails.I have lost all confidence that I will receive my $4,000 refund. I believe SuperJewelers has been dishonest throughout this process. I have retained all email correspondence as evidence to support my claims.I strongly believe that SuperJewelers' practices are fraudulent and that their website is operating as a scam. I request your assistance in resolving this matter and ensuring that I receive the full $4,000 refund that is rightfully owed to **** am prepared to provide any additional information or documentation you may require.Thank you for your time and attention to this serious matter.Sincerely,***** * ****

      Business Response

      Date: 04/08/2025

      Hi,

      I have looked into that and you are due a full refund.

      This will be processed in the next 48 hours and should hit your card by the weekend.

      We are sorry for the delay and appreciate your patience.

      Regards,

      ******@SuperJeweler

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

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