We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2025

      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.
      A ring was ordered on 12/21/2024 for $284.17 was received and returned on 1/24/25 for refund. They emailed me that they received the returned item and had processed the refund. The refund was never received and after contacting them multiple times, and with them promising a 24 hour response at least twice, they still have not refunded me for the returned ring.

      Business Response

      Date: 03/18/2025

      Hi There,

      Sorry that this slipped through the cracks.

      We have made a full retund.

      Thanks,

      ******@SuperJeweler

      Customer Answer

      Date: 03/20/2025

      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 want to thank the BBB. I had contacted Superjeweler at least 4 times and each time they claimed they would process the refund immediately. They would have never refunded without your help. 

      Sincerely,

      ******* ****



       


    • Initial Complaint

      Date:03/06/2025

      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.
      I ordered an item from SuperJewler and returned in on January 28th. I received confirmation that the order was received and passed inspection, and that a refund would be issued within 2-3 days. As of today I have yet to receive a refund. When I call about the status I have been told multiple times that it was processed and sent to the card, and then subsequently on follow up calls told that it was still in question to be processed. This is a $3200 purchase where they refuse to give me a clear answer on when I can expect the refund. It has been over a month and it feels like they are stealing from me.

      Business Response

      Date: 03/18/2025

      Hi There,

      A full refund was processed today.

      Sorry for the delay.

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

    • Initial Complaint

      Date:03/03/2025

      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 received the wrong item from the seller. After paying for shipping back, even though it wasn't my fault, I'm still waiting for my refund, 2 weeks later. They acknowledged receipt of the item 2 weeks ago, and let me know they'll process the refund within 24 hours. I never got it.

      Customer Answer

      Date: 03/03/2025

      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:02/26/2025

      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 made (2) two purchases at Superjeweler through Layaway payments. I paid in full $809.99 on a 1 carat diamond drop necklace. When I received the necklace, I was disappointed with it, so I returned it for a refund. They sent (2) emails stating Id have my refund within 24hrs. I have not received my refund. Its been over 7 weeks. Ive called them on multiple occasions & been told Id have my refund by the end of the week & no refund yet. I called SuperJeweler today, 1/26/25, & told them to give me my ********** dont want to do business with them anymore because they arent trustworthy. I want $809.99 refunded back to me & close my account. Order #******* Purchase Date: 12/19/24 $809.99 1 carat Diamond drop necklace Furthermore, I told SuperJeweler today, 1/26/25, to go ahead & refund my money $604.80 on the other item, a 1 1/2 carat diamond solitaire ring, I was making payments on, because failure to credit my refund over 7 weeks was unacceptable & unprofessional & I no longer want to conduct business with them. Order #******* Purchase Date: 2/25/24 $604.80 1 1/2 carat diamond solitaire ring In conclusion, I want a total refund of $1,414.79 for both Layaway purchases. I no longer want to conduct any business with them.

      Business Response

      Date: 03/04/2025

      Hi There,

      We are refunding in full.  I'm sorry that this fell through the cracks,

      Truly,

      ******@SuperJeweler

    • Initial Complaint

      Date:02/22/2025

      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 ordered a diamond pendant on January 20, 2025 but decided against it a few days later and asked Super Jeweler to cancel, which they agreed to do. They said they would process my full refund withing 24 hours. So the item never shipped out, as per my request. I have contacted their company several times a week for the past month inquiring as to when my refund of over $1,200 would be processed. I have been given the royal run around and given every excuse as to why it is not processed yet. From their computer issues to being busy around *********** Day, etc. I have now been forced to go through my credit card company and it has yet to be resolved by Super Jeweler. A scam of a company which should be avoided at all cost.

      Business Response

      Date: 02/25/2025

      Hi There,

      The customer filed a chargeback and the case is closed, thus the customer has been fully refunded.

      Sorry for the hassle,

      ******@SuperJeweler

      Customer Answer

      Date: 02/26/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ******** 

      The merchant indicates I have been refunded...yes I have BUT it's ONLY because I had to open a dispute with my credit card company. SuperJeweler never refunded me themselves nor did they ever respond to my emails.Terrible business.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:02/22/2025

      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.
      Once again I turn to them looking for a solution to the purchase made on December 28, 2024 To SuperJeweler that was identified with the Order - ID: ******* that they promised to send on January 7, 2025, and that they finally sent on January 24 and that as of February 18 I have not received. Consulting the shipping guide, it is frozen in ******** without moving to its destination ******** since January 28. Until today I have tried to be patient but it is time for my claim to have a solution. I told them that I need my jewel in the course of this week, February 18, before reaching a higher authority where it can be attended to, and they tell me that I will receive a response within 24 hours. It has been 72 hours and there is no response. I think they are making fun of me.

      Business Response

      Date: 02/25/2025

      Hi, 

      I investigated this order and the customer is right, the package just stopped moving.

      We are going to refund, even though the customer did not buy insurance.

      ******@SuperJeweler

       

    • Initial Complaint

      Date:02/21/2025

      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.
      My name is ****** ******** . I requested a refund approximately one month ago and was told by the company that they would have the refund money in my account within 3 to 5 business days. This was over ****************************************************************************************** The same answers as to why they have not processed my refund. The refund amount is $1494. They will not let me speak to a manager to report this issue . And the emails that I have sent have been replied stating that they are, they are processing the refund . I feel at this point they are not planning on returning my money .

      Business Response

      Date: 02/25/2025

      Hi there,

      This was a layaway order and the payments are outside the refund date, thus we will have to send a check to the customer.

      We'll mail it out tomorrow, less the cancellation/return fee.

      Thanks,

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

    • Initial Complaint

      Date:02/21/2025

      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 jewlery that was purchased in December 2024 (order # *******) and received an email from the company on January 3rd that stated my return had been accepted and to expect a refund within a few days (email attached). Despite several phone calls, emails, and chats I have yet to receive a refund almost 2 months later. Today's excuse on the chat session was that they were busy due to *********** Day which should not bear any relevance to my refund at the beginning of January. I don't receive any updates and have to spend my time and effort following up over and over. Emails are not responded to.

      Business Response

      Date: 02/25/2025

      Hi There,

      We have fully refunded.

      Sorry for the hassle,

      ******@superJeweler

      Customer Answer

      Date: 03/01/2025

      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. Thank you so much for your help! 

      Sincerely,

      ***** *****



       

    • Initial Complaint

      Date:02/19/2025

      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.
      The transaction was on 12/25/24 for the amount of $1,519.99 for Item #: JWL 9767 I was emailed the receipt with a expected shipping date of 1/1/25. I emailed them on 1/9/25 & 1/11/25 asked why it wasn't sent yet. They replied it would be sent 1/17/25. Again it was never sent, we were told it would be sent by 1/31/25. I replied with if it's not sent out by 1/31/25 to just refund me my money. It was never sent out. I emailed ********************** one of the managers to call me. He told me on the phone that a refund was submitted on 1/31/25 and he was going to expedite it. After about a week I reached out to another manager ***** because I never got a refund or response after that from ***** and I left messages for her to please call me. Another employee of super jeweler called me back and look my order up and told me i haven't been issued a refund, she said she couldn't do it and the order was canceled. I told her to have ***** call me ( i also left a message on her cell phone) and haven't heard from her since. Manager: ***** ****** office ************ cell ************

      Customer Answer

      Date: 02/22/2025

      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:02/18/2025

      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 placed an order for 50mm hoop earrings on January 17th, 2025. Was told it would ship the next week. It didnt ship. I texted their customer service and they said it was sorry for the manufacturing delay and it will be shipped asap the next week. That week has since passed and still no shipment. I also emailed ********************** about the order as I was told he was over customer service but he never responded. I have called multiple times and still get next week, next week, early next week and nothing ever ships or changes. It has been over 30 days. I have paid with Apple Pay and it came directly out of my bank account. The order number is ******* and it has never shipped or changed to processing of order. Very disappointed at this time with this order and company. Please help

      Business Response

      Date: 02/20/2025

      Hi There,

      I'm really sorry for this hassle. The order sort of fell thru the cracks.

      We'll ship this week and include a special bonus gift.

      Thanks for reaching out,

      ******@superjeweler

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.