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Business Profile

Jewelry Stores

SuperJeweler.com Inc.

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

    • 121 total complaints in the last 3 years.
    • 66 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:04/04/2025

      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

    • Initial Complaint

      Date:04/01/2025

      Type:Sales and Advertising 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 a ring from Super Jeweler on 01/24/2024. *** purchased jewelry from them before, without any issues, and felt confident making these purchases online due to their flexible return policy. The ring was not what I had expected, so I initiated the process of a refund. Super Jeweler confirmed that they had received the returned ring, as well as my request for a refund on 02/14/2025. I was advised that the quality control team had approved my return, and that a refund would be issued within 12 to 24 hours. I contacted Super Jeweler on 01/26/2025, requesting the status of my refund. The representative stated that there was a slight delay with my refund. I was assured that the financial team was working to correct the issue. I contacted Super Jeweler on 03/11/2025, requested an update. I was advised that the financial team was working on it, that that I will be credited soon. The ring cost me $398.74. I used a $100 gift card, and then charged the remaining amount to a credit card. As of this writing, I have received zero reimbursement or refund.

      Business Response

      Date: 04/08/2025

      Hi,

      Sorry for the delay.  We have refunded in full.

      Thanks,

      ******@SuperJeweler

      Customer Answer

      Date: 04/12/2025

      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]

       

      While the company eventually refunded  the money charged to my credit card, following my complaint with the BBB, I have still not been compensated for the $100 gift card that I used for this purchase. 

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/01/2025

      HI there,

      Thanks for reaching out.  Gift cards are not refunable.  They are usable for future orders.

      We are looking forward to you redeeming the card.

      Thanks,

      ******@SuperJeweler

    • Initial Complaint

      Date:03/27/2025

      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.
      Greetings On Dec 23, 2024, I purchased a half carat diamond necklace from Super Jewelers. It was to be a Valentines day gift for my wife. It offered a 60 day money back guarantee. After giving it to my wife, we noticed the clarity of the diamond was not what we wanted. On Feb 21, 2025. We sent it back for refund by registered mail. I have received two emails from Super Jewelers stating that they received the necklace and I could expect my refund in ***** hours.Still no refund. The names of employees are;***** **** ******* *****.I can forward emails to you if needed.I have tried several times to call, but always get recording. Thank you ***** ******* ************

      Business Response

      Date: 03/31/2025

      Hi there,

      I'm happy to take care of this for you, but i cannot locate an order under your number or email address.

      Please email me at *********************** and i'll get this taken care of for you, right away.

      Thanks,

      ******

    • Initial Complaint

      Date:03/18/2025

      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 started a layaway order last year, and decided to cancel it and was allowed a to transfer the original payment, $60, to a new layaway order. In this new layaway order, I purchased a diamond ring that looked like white diamond in the photos. I paid on the ring for several months while it was on layaway, and when I finally receive it, it was between a yellow and white diamond in color, very dingy looking. I decided to return it, within the return period. I was, throughout months, given refunds here and there for separate payments made, as opposed to a refund in full. I am still deficient $60, and I have called at least 5 times in the last 4 months, requesting the remainder of my refund. During every call, Ive been met with Ill forward this to my boss or something to that effect, with no call or communication in return from SuperJeweler. I called again today to inquire about it, and was told that the $60 Ive been looking for is non-refundable, as its the original payment from the first layaway order. However, that original payment was put towards the second layaway order, which I went through with paying for and receiving. 1) I didnt cancel the layaway order, and 2) there was no mention in the last several times that I called that that money was non-refundable. Lack of communication and customer service seems to be the game with SuperJeweler. I will not be returning for their services.

      Business Response

      Date: 03/18/2025

      Hi There,

      We are refunding the balance overnight.

      Thanks,

      ******@SuperJeweler

    • Initial Complaint

      Date:03/18/2025

      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 merchandise on **** from superjeweler my delivery of jewelry kept getting delayed then finally shipped when I received merchandise quality was horrible have pictures to show ring brought looked used scratches up. I immediately sent back 2 days after receiving had to pay my own for shipping back which cost me $76 of my own money for again not anything remotely to what I ordered was not good quality scratched up and horrible returned back 2/25 signed at 1:42 pm by ****** and still o refund processed cannot get a live person to call me sent email to manager ********************** never responded calls to ************** never get answered this just horrible and here I am almost a month later no engagement ring no money still waiting on claim from bank I feel this is a bad company and something has to be done to this business and someone should have better things in process for consumers this is very bad

      Business Response

      Date: 04/08/2025

      HI,

      sorry for the delay in replying.

      We are unable to find an order under the name ******* ******* or the email address *******************************.

      Please reach back out with the correct name, order number, or email address so that we can find the order and help.

      thanks,

      ******@SuperJeweler

    • Initial Complaint

      Date:03/18/2025

      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 made a purchase on February 20, 2025 in which a $15.00 gift card that was given to me by the business, Super Jeweler was to be applied. I paid the full amount of the order of $44.93 and emailed them right away in concerns of the gift card not being included and to cancel my order. They communicated about not canceling and they would process the gift card right away. I have made several phone calls only to get a recording that all representatives are busy and to leave a message or email them. I have communicated with them via email with their promise to refund me right away well as of this date of this complaint 3/18/2025 this has not been completed. All photos attached are of the email communication between Super Jeweler and myself.

      Business Response

      Date: 03/18/2025

      Hi There,

      We are refunding the $!5.

      Thanks,

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

      Customer Answer

      Date: 03/19/2025

      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:03/15/2025

      Type:Customer Service 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 earrings from Super Jeweler on January 11th. I returned them and received and email on February 10th that they would be processing my refund in ***** hours. I have emailed with them 3 times and I still do not have a refund. I have the shipping receipt as well as all the emails from them as proof.

      Business Response

      Date: 03/18/2025

      Refunded in full and sorry for the delay

      ******@Superjeweler

      Customer Answer

      Date: 04/01/2025

      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:03/12/2025

      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.
      I returned diamond earrings and a necklace over 3 1/2 weeks ago for refund. I have received emails from the company stating your refund is being processed, please give us more time to process the refund. They have had more enough time and I have done anything g to expedite this issue.

      Business Response

      Date: 03/18/2025

      Hi There,

      This was refunded on March 15th.

      Thanks,

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

    • Initial Complaint

      Date:03/10/2025

      Type:Delivery 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 pair of earrings for a valentine ***** It wasnt shipped so after two phone calls I cancelled the order and requested a refund. So far after 2 more calls, I still havent received my refund.

      Business Response

      Date: 03/18/2025

      Hi There,

      Sorry for the delay, we have refunded in full.

      Thanks,

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

      Customer Answer

      Date: 03/21/2025

      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,

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



       

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

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