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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

    • 120 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:08/20/2024

      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 a pair of diamond earrings a little under a half karate which were meant to be given to my daughter on her birthday. I received a message that my package was delivered on August ****** at around 4:30pm. When I arrived home from work aroumd 6:30pm I checked the mailbox and the package was not inside. I checked around the front door was not there either. I called SuperJeweler explained to them about my package saying delivered and not being present. I was told sometimes **** marks the package delivered and delivers the package the next day. I asked why would they mark the package delivered if it has not been I was not able to get a response. I was just told to give it until 12th and call back if the package has not been delivered. I was told they would have to do an investigation on which is no problem. It's been almost 2wks still not resolved. Still no package as of the 19th of August 2024. I have called 9 times regarding this issue requested to speak to a member of management, all been doing was getting the run around about my package. All I want are the earrings I purchased for my daughter birthday. Please help with this issue. Thanks in advance.

      Business Response

      Date: 09/03/2024

      Hi,

      i can see that this is already resolved.  we shipped a new pair on august 26th.

      the package appears to be out for delivery, please see the tracking

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

      have a great day and we are happy that this worked out.

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

    • Initial Complaint

      Date:08/15/2024

      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 ordered earrings on 6/24/2024. The earrings were attempted to be delivered on 7/1/2024 and **** tracking says incomplete address and was returned to sender. They say they have yet to receive. I have been being charged every week, Super Jeweler-out of the at least 25 times or more I have called has only allowed me to speak to a manager 1 time who said she would look into it and file an investigation with the ****. This was in mid July 2024. No follow up, nothing. Yet they are still taking $ out of my account weekly. Finance company is saying they are waiting to hear back from Super Jeweler. I have tried to change the address as I have moved since June 24 they refused to allow me to change the address. So even if it is ever found I cant even reorder. Horrible customer service!! I need this account closed and my $ refunded.It makes no sense in this day and time I cannot believe you cant locate a package that never left the mail truck!! It has been 1 month and a half since it was returned.No one knows where this package is no one has any answers and no one is even attempting to help. I call different times of the day and there is never a manager available.I chat on the app same thing no one knows anything. I would never suggest anyone ordering here unless you want to be scammed.

      Business Response

      Date: 08/19/2024

      Hi There,

      This is a very odd order. The customer changed their address 2 days after ordering.  Did they not know they were moving.

      The order is stuck as undeliverable to the old address.  Please see the tracking:

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

      The customer financed through PayTomorrow, and the address cannot be changed.  The bank will not allow the change.

      Unfortunately, we have to receive the shipment back and then we can refund.

      Thanks,

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

    • Initial Complaint

      Date:08/05/2024

      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 some jewelry from this place and it has been over 1 months and still have not received anything. I asked to cancel it twice and they told me I will receive notification that it will be canceled but I have not. I cant talk to a live person because no one answers the phone. I just want me money back.

      Business Response

      Date: 08/05/2024

      Hi to *****,

      Really sorry about the communication issues.

      The earrings and necklace have shipped this morning.

      The chain will ship at the end of the week.

      If you truly do want to cancel, once you get the jewelry, we'll send a FREE Return Label.

      Thanks so much,

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

      PS: please feel free to email me directly at any time.

      Customer Answer

      Date: 08/08/2024

      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:07/29/2024

      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.
      On July 20, 2024 I discovered Super Jeweler, and they had a "sale" on 1/2k diamond necklace. I closely watch shipping and realized the company was shipping the necklace to ********. I attempted on several occasions to reach out to Super Jeweler, by email and in conversation on the website. When no one could explain the issues, I searched reviews for the company, hoping to find a resolution there. That's when I noticed that the website is a scam. No one received items they paid for. I tried contacting PayPal, where I purchased the jewelry through but it's setup that I can't file a complaint there until January 2025! I want a full refund

      Business Response

      Date: 07/29/2024

      Hi There,

      We are not sure what  the problem is.  ********* ordered a 1/2 carat diamond necklace on July 20th, we shipped it on July 23rd, and it's out for delivery today.

      SuperJeweler has been in business since 1999 and we have millions of satisfied customer.   Please read some positive reviews, not just negative ones.

      We are rated 4.6 Stars on Google.  If we were a scam, that would not be possible.

      Here is the tracking link:

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

      Have a nice day,

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

      Customer Answer

      Date: 07/30/2024

      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:

      On the website it declares my package was delivered yesterday, to ********** **********  I do not live in ********** *********, in fact, my home is 93 miles away from **********,.  The package has not been delivered to me.  I also purchased the insurance to guarantee delivery so refund my money.  This site is a complete SCAM!  I hope and pray the BBB shuts this company down before someone else is scammed.  Enclosed are the images that provide the information SHIP X claims to have delivered, my tracking number and updated information to substantiate my proof

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/05/2024

      Hi,

      This is really very harsh. We have been in business since 1999, so why would we risk our company by cheating *********?

      Please check the tracking, which shows delivery to ******, ** where the customer lives.

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

      This package has been delivered.  It appears that the customer is running a scam to cheat us.

      Sorry,

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

    • Initial Complaint

      Date:07/22/2024

      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.
      Very small sale ad headline was clear that the white metal was brass can't use because of allergic to brass . I Contact the chat they want me to return on my own and get my own tracking. I font rust that process they should be able to create a return label for the security of the delivery. ******* on chat just shut the chat on me and left me hanging. Just ro show you there service .

      Business Response

      Date: 07/24/2024

      HI,

      We think it's best just to refund the customer and then they can give away the earrings as a gift.

      Sorry for  the hassle,

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

      Customer Answer

      Date: 07/24/2024

      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. I have left instructions for uaps to return item upon receipt.  I *** not wish to keep them as it's not in my interest but thank you for your response if your chat team had this service we wouldn't be on here discussing this.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/16/2024

      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.
      07/08/2024 I ordered an item and next day delivery haven't gotten the item this company is a scam. I had a canceled order with them and I haven't gotten the money back for that order either please beware of this company

      Customer Answer

      Date: 08/09/2024

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 08/12/2024

      HI there,

      We must have missed this email.

      We show 2 orders from *******, one that was cancelled and refunded, the other was shipped and received on July 17th

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

      So it seems that any issues have been resolved.

      Thanks and all the best,

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

    • Initial Complaint

      Date:06/26/2024

      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.
      SuperJewler is the business that has just taken $680.00 out of my bank since November 10th,2023 until this year May 10th,2024! Starting November 2023 they took ***** then ***** each month for 6 months straight for Items (5necklaces) I ordered and I never received them. I sent numerous emails with no response, *** chatted in the chat and got no reply afterwards and I called them numerous times about this order. They specified I ordered necklaces that slot of others order and that once again they would have to talk to the production shipping manager and they said they would send me a 25$ gift card for all this hassle (which they DIDNT Do either) and that my order should have gotten shipped by may 19th 2024 but it wasnt either and that they didnt even have the products I paid 680$ for , I want my money back and this place has horrible customer service and no one calls or emails

      Business Response

      Date: 06/27/2024

      Hi There,

      I found the order and the problem.

      Thanks for paying off the layaway and we'll ship this within  a week.

      Very sorry,

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

    • Initial Complaint

      Date:06/20/2024

      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 2 items advertised by *********** to be 1/6 diamond pendant 14 karat yellow gold 18 in. necklace and I received a 925 yellow sterling silver and not sure about the stone fake. I was told by *********** customer service to mail it back to the seller or to return the items to nearest ******* location, I returned the items to my local ******* and they refused to help me even after the clerk read the correspondence between myself and *********** and now I am being instructed to send the items back to the seller that has fraudulently sold me a product in good faith that the same fraudulent seller will refund me my money. So ******* and super jeweler is basically saying they are okay with this misleading and fraudulent activity and therefore I should be okay with it too but I Am Not okay with this activity especially by a company such as ******* they should hold themselves to higher standards than this. The sales order Id # : ***************. The sellers are ******* and Super jeweler. The amount after discounts was $205.00 U.S. but the time, anguish, and embarrassment of giving fake products to the people I love, can't be priced or undone. Thanks for your time and help.

      Business Response

      Date: 06/20/2024

      Hi There,

      We are glad to help, even though ******* generally handles this sort of issue.

      We are unable to find the order information.

      Please ask the customer to email me directly at *********************** and I will be happy to help.

      Thanks,

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

    • Initial Complaint

      Date:05/07/2024

      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 put 4 necklaces on layaway last year. I made my last payment a couple months ago. I waited and waited and they never came. I finally messaged them a few weeks ago and was told they would be shipped on April 24th, 2024. I waited and waited and they never came. I just checked the website and it says they are still processing and now I don't have the chat function I used to communicate with them last time. Very unprofessional.. I need them for Mother's Day and I'm scared they won't arrive on time, if at all. I prepared for Mother's Day months in advance so this wouldn't happen.

      Business Response

      Date: 05/09/2024

      Hi There,

      Thanks for reaching out on this.  It seems that this order has slipped thru the cracks.

      We will ship the items that are available, and if anything is out of stock, we will refund immediately.

      Have a nice day,

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

      Customer Answer

      Date: 05/10/2024

      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

      I absolutely do not want a refund..I spent months paying this order off because it was a good deal. I haven't waited 8 months just to get my money back. I want what I paid for or a refund for the $499 they claimed the item was worth. This is a Mother's Day gift that I can't afford to replace.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/20/2024

      Hi There,

      I'm not clear what the problem is with this order.

      *************************** will contact you to resolve this.

      Thanks,

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

    • Initial Complaint

      Date:03/22/2024

      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.
      Ok, part of it was me, I should had read the reviews before ordering. I placed an order for $249.98 for a pair of earrings. Afterwards I read there reviews and a bunch stated either they never received there order or they order came months later then what they said, and other issues. So I gave them a few weeks and didnt receive my order and canceled. Within a week they refund $27.98 and as of today Im still waiting for they rest which we know any business a full refund should only take 7-10 business days not weeks and definitely not longer then a month.

      Business Response

      Date: 05/09/2024

      Hi,

      Sorry for the delay in responding to this case.  I missed it...

      This customer has been fully refunded.

      All the best,

      Andrew@SuperJeweler

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

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