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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:02/12/2025

      Type:Product Issues
      Status:
      Unresolved
      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 in November 2024 for a Christmas gift. The person that I gave the necklace to didn't like it so I returned the new necklace within the 60 day moneyback guarantee return window and my refund was approved by Superjeweler on January 14, 2025. On that date I received an email stating that the quality control portion of my return had been completed and my refund would be sent to my bank within the next 12 to 24 hours. I have not received this refund as of February 12th . I have called four times and emailed five times and each time received assurance that my refund would be expedited within 24 hours. I have also filed an inquiry on February 6 through Amazonpay which is how they charged my credit card and again I was assured that my refund would occur within 24 hours. Now they do not respond to my phone calls indicating that they will call me back or just hanging up. I have also filed a dispute through my credit card but not received any resolution. Superjeweler consistently advertises their 60 day satisfaction guarantee but it clearly doesn't work. I would like to be refunded my money.

      Business Response

      Date: 02/20/2025

      Hi,

      refund being sent. sorry for they delay.

      Thanks,

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

      Customer Answer

      Date: 02/25/2025

      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:

      Although I've been promised several times verbally and in writing that I will be issued a refund, I have not yet received it. I will not close the complaint until l actually receive the refund.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/25/2025

      Hi There,

      the check has been mailed, a while back.

      Customer should have received it.

      Best,

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

      Customer Answer

      Date: 05/02/2025

      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:

      You indicated that a check has been mailed a while back. However, I have never received a check.  Can you please provide a copy of the check as confirmation or send a new one.

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

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:02/12/2025

      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.
      ordered on 12/11/24. I was told shipped on 12/18/24.Was told not in ***** on 12th/23/24. Asked for refund on 01/08/25. The amount *****. They keep say they will refund with in 24 hr. and never do .

      Business Response

      Date: 02/20/2025

      hi there,

      really sorry for this delay.

      we have refunded in full.

      Thanks,

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

      Customer Answer

      Date: 02/28/2025

      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:

      Still haven't received refund
       

       

       

       

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


      Sincerely,

      ****** *****




       

      Business Response

      Date: 03/04/2025

      Hi,

      We have refunded in full via the original method of payment.

      Truly,

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

    • Initial Complaint

      Date:02/06/2025

      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 the jewelry item online 12/21/2024. Received the product and determined that quality and price was not good. Purchase was done through ******* monthly pay loan. Contacted SuperJeweler for return instructions on 12/28/2024 after receiving the item. They responded 12/28 via email and I followed their instructions exactly as outlined in the email. I followed up a week later and a customer service *** indicated that item was received on 1/2/2025 and that the refund would be forthcoming. I waited a week and heard nothing. I attempted several phone calls that went unanswered. On January 27th, 2025 I engaged in a live chat online with what appeared to be 2 customer service ***s ****** and ***** ********). The response I received was that "our team is actively following up to expedite the refund process. You can expect the refund to be processed within 5-7 business days from now". ***** confirmed that SuperJeweler would reach out to Pay Pal and notify them of the refund. Since that date I have received nothing from SuperJewelers and have received 2 calls from ******* threatening with putting the loan into collections. I have called Superjewelers ***eatedly on both their ***** and ***** customer service lines. I have spoken to 4 different customer service ***s. **** call results in the same thing. They tell me that their finance department is not available and to please give them 24 hours to resolve the issue. The also promise to call me back. They have never returned my calls (I am up to 16 calls to them now.)

      Business Response

      Date: 02/07/2025

      HI there,

      We can see that this is due for refund.

      The refund will be issues within 1 business day of today, Friday, February 7, 2025.

      Sorry for the delay,

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

    • Initial Complaint

      Date:02/06/2025

      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.
      I purchased a 2 carat lab ring for $999 using Klarna financing ( ***********) on Dec 24th. After I received it, I didn't like it. Therefore I returned the ring on Jan 11th. They received my return on Jan 15th. Then sent me an email stating they would forward the return to their refund department and email when the refund would be released. I waited a week. I called on the ******* agent told me she saw everything in their system. And she would call me back when she found out about the delay. She didn't. I called again. Spoke to another agent. He said they were backlogged. But I should receive the email in a few days. Therefore I waited. Then called again on Jan 30th I spoke to another agent. Asked for a manager. She refused me then told me that they do not allow customers to speak with them. She gave me an email for *********************** I email him the situation on Jan 30th no response. Then I email him again this morning. I refuse to make payments on something I returned almost a month ago. If you help me resolve this issue I promise I will NEVER shop with them again. I will download copies of all emails I received and sent. I need you help.

      Business Response

      Date: 02/07/2025

      hi,

      Very sorry, it appears that this fell through the cracks between QC and refund.

      We have refunded in full.

      Thanks so much and sorry again,

      ******@Superjeweler

      Customer Answer

      Date: 02/11/2025

      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:02/05/2025

      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 placed an order the first week of January. I financed the order through PAYTOMORROW. I promptly canceled the order. I contacted both SuperJeweler and PAYTOMORROW. SuperJeweler keeps telling me the cancellation/refund is processing (been weeks ). PAYTOMORROW said SuperJeweler wont respond to them. Im now being charged $1000 for the canceled item. HELP!

      Business Response

      Date: 02/05/2025

      Hi,

      This order has been refunded.

      ******@superjeweler

      Customer Answer

      Date: 02/06/2025

      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.

      although its sad that I had to get the BBB involved to get resolution.  I was given the runaround and still charged the first installment for a canceled item from 3 weeks prior. 
      SJ had 3 weeks to resolve.  And did not.  Yet with the BBB involved, resolved within 48 hours.  
      Sincerely,

      ****** ****



       


    • Initial Complaint

      Date:02/01/2025

      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 an item to *************** and received confirmation that it was received on 12/30/24. I also received an email stating a refund was being requested for a refund on this date. I have emailed this company on 1/12/24, I received a message on 1/14/25 that a note was being left with finance. I emailed on 1/22/25. Simular response on 1/23/25. I emailed on 1/25/25 and did not receive a response. I emailed on 1/27/25 and got a response on 1/28/25. I called them on this day as well. And they told me I would receive a response about my refund in 48hrs. Nothing has been provided. I called them today 2/1/24 and they told me they would leave a note and that they open on Monday 2/3/24. They owe me a refund and they are not providing that in a timely manner.

      Business Response

      Date: 02/03/2025

      hi,

      Sorry this fell through the cracks.  We have refunded in full.

      All the best,

      ******@SuperJeweler

      Customer Answer

      Date: 02/04/2025

      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.




       

    • Initial Complaint

      Date:01/30/2025

      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 ordered product on December 22, and said it was supposed to ship out on Dec 25th never happened, gave them a week to get moving on it, checked tracking and you can see in screen shots of everything mentioned! When I contacted customer service first, They blamed **** for not picking up the package when they dropped the ball, they said they would send a new one out, a new tracking was never sent it via email or anything. I contacted customer service chat once again they said they sent the notification to lost package department and they determined the package was lost some how, I told them this does not seem like a legit way to handle business, then proceeded to ask for a refund, they did not give me a time frame of refund, the refund was never given! Tried to contact them today and no response on their chat which they have been quick to respond but never helpful! So I would like a refund and never to hear from them again! Out a huge warning on future customers to never use this site as they are not legit! Thank you!

      Business Response

      Date: 02/20/2025

      Hi,

      This order was refunded in full on February 3rd.

      Sorry for the hassle and all the best,

      ******@SuperJeweler

      Customer Answer

      Date: 03/06/2025

      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:10/21/2024

      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 a wedding set on 9/28 and returned it because a diamond fell out the same day I received it I got an email on 10/10 that superjeweler received my return and would issue a refund and I still havent got my refund and I have tried to email them several times and never got a response

      Business Response

      Date: 10/21/2024

      Hi,

      I checked the return and it was in the incorrect status in our system.

      I fixed it and we'll refund in the next 2 business days.

      All the best,

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

    • Initial Complaint

      Date:10/16/2024

      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 placed my order from super jeweler for a diamond bracelet on Oct 6 2024 I was told my order would ship by Oct 10. I have emailed 4 times and still have not gotten a response. This is unacceptable! Now I see why their reviews are so bad. If I don't get a response I will have my bank reverse the charge back to SuperJeweler!

      Business Response

      Date: 10/21/2024

      HI,

      Sorry if there was a delay, but we see that the shipment was delivered on October 21st.

      Here is the tracking link:

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

      Have a nice day,

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

      Customer Answer

      Date: 10/23/2024

      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:08/26/2024

      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.
      Bought a ring for my 90 year old mother 10 days ago and have not received it. Money is tight but its her 90th so many scraped together money to buy her this ring she could never buy. **************** is a joke 5 different people said they would email me with results. All lies!! I will pursue legal action if this is not resolved this week. I have a friend who will work pro ****. Do not buy from this company they only care about money!

      Business Response

      Date: 09/10/2024

      Hi There,

      This ring was delivered to the customer on Wednesday August 28th by Fedex.

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

      Sorry that the ring took 13 days to ship, and we hope that you are happy with the ring. It's a very pretty style!

      Thanks,

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

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

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