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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:02/07/2024

      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.
      Company couldnt help resolving delivery issue. ***** care that my package wasnt Delivered to right address. Blamed Fed Ex Said they couldnt give Fed Ex a QR code . So Im out $150 dollars

      Business Response

      Date: 02/08/2024

      Hi *****,

      I'm not sure what order you are referring to, but i'm happy to help.

      is this the order for the silver and diamond bracelet?

      we can ********* you another one and work out the insurance claim.

      I'll email you directly so we can get you a replacement fast.

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

    • Initial Complaint

      Date:02/05/2024

      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 bought a ring as a birthday gift and it arrived missing a small on diamond on the head, It was a birthday gift so i made sure to order about a month early, But the Item took close to 13 days to process and Ship and i recieved it damaged so i had to Go pay for my own label and shipping to Ship it back to be returned, i shipped it about 7 days back and it arrived 5 days ago and i havent gotten any wors that it has arrived or has been processed and repaired and now the birthday gift Will be late for the person and I havent gotten so much as a confirmation that my shipment has arrived, i had to track it myself which i also had to pay for out of my own pocket. I requested and exchange and Its taking an extremely long time for anything to be processed and Ship and due to a mistake on their part ill now have to give the gift late. My order number is ******* and i have gotten nothing regarding when my piece Will be ready, I just need it ASAP.

      Business Response

      Date: 02/08/2024

      Hi and Sorry for the hassle,

      We are going to do our level best to ship this out on 2/9//24.

      Very sorry for the delay.

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

    • Initial Complaint

      Date:01/25/2024

      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.
      Super jeweler has a No hassle returns within 60 days guarantee. I returned 7 items that were purchased within this time frame. They were returned with the original receipts, in the original packaging and in new condition. I received emails stating that Super ******* had received my returns on December 13. I received another set of emails stating the items had been reviewed and that I would receive my refunds shortly. Since that time only 3 items have been refunded. I was told 2 of them are still processing on January 11 and nothing about the additional 2 returns. It seems they are trying to waste time and find a way not to resolve these issues. I have been very patient. But they continue to hold onto the items I purchased AND the money I used to purchase the items.

      Business Response

      Date: 02/08/2024

      Hi ***** and *******,

      You guys have bought from us about ***** times, so you know that we would never cheat you.

      As you have so many orders, I'm having a hard time figuring out which order has issues regarding the returns.

      Please contact me at *********************** and I'll work this out.

      I'm also going to reach out to you

      Thanks,

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

    • Initial Complaint

      Date:01/24/2024

      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.
      After a month I contacted them to get the status. Jewelry was sent a few days later but the ring they sent was the incorrect size. I ordered a 5, they sent 6.5, as shown in the picture. I got the ring on sale. They told me to return it, at my expense, and they would send correct size once received. The error was not on my part and I don't feel like I should have to pay the return postage. If this is how they correct THEIR ERROR then they are an unfair business and others should be made aware.

      Business Response

      Date: 01/24/2024

      Hi There,

      ******** is our old and good customer and we value her very much.

      I see in her latest order that there is a ****** of a pair of pink studs, and they will go out this week.

      On the ring, I'll make sure that we ship a Size 5.

      Thanks,

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

      Customer Answer

      Date: 01/27/2024

      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:01/19/2024

      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.
      Returned an item for an exchange. Exchange was received by SJ on December 28, 2023. I have proof that it was signed for. Keep being told 5-7 business days until exchange ships. We are past that time frame. Chat keeps telling me someone will call. Nobody does. Phone messages not returned. Emails and chat answered with generic replies. When paying ******* for an item, this is very upsetting.

      Business Response

      Date: 01/24/2024

      Hi,

      It seems that BBB has a delay in sending these emails.

      Our system is notes as of yesterday that the original item has been received in exchange for our JWL66439.

      This is a gorgeous Marquise lab-grown diamond ring from SuperJeweler.com.

      I'll follow this up and you'll have the new ring in a week or so.

      I believe that there is some additional money due, but *************** be in contact to take care of that.

      all the best and thanks,

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

    • Initial Complaint

      Date:01/19/2024

      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.
      Absolute scam. Ordered a diamond bracelet that was arrived over a week late. Horrible customer service. The bracelet looked much smaller in person and isnt the true size. I decided to return the item and it was delivered to them on Tuesday January 16. It is now Friday January 19 and they say the return has not been received. This place is a scam and stay far far away.

      Business Response

      Date: 01/24/2024

      Hi, 

      It seems that there is a lag in receiving this information.

      The bracelet return has been logged into our system, and the refund will come back to ********************** withing 5 business days.

      Thanks and have a nice day,

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

    • Initial Complaint

      Date:01/18/2024

      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.
      Refusal to give refund and delay in process. Ive waited 3 weeks for a refund totaling $$3854.56 . As of today, I am still owed $1500 plus my $485 deposit. I have spoken with them several times via email and telephone and they constantly give the same reply your refund is processing! Its been 3 weeks and they still havent refunded my money nor are they making any efforts to do so. Please help me get all of my money back from this fraud of a company!

      Business Response

      Date: 01/18/2024

      HI There,

      This is very complicated.  

      This is a layaway transaction and I see a lot of payments and a lot of refunds.

      We will have *****, our customer service manager, reach out to Alexandria to make sure that all possible payments have been refunded.

      Thanks,

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

      Customer Answer

      Date: 01/23/2024

      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:

      As of last week, all I have received is additional emails but no refunds! Ive waited but nothing has been done. 

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 02/14/2024

      Better Business Bureau:

      The owner of this company is still attempting to defraud me after 3 months of promising to return my money. 

      They lied about sending the check! I had to go on their social media (linkedIn, IG, and Yelp ) to leave reviews because they arent honest business dealers. 

      The latest lie is that they have a new check that I can pick up however, when I previously spoke with their customer service; they stated they didnt have a physical location and the address listed was merely a vanity address! 

      Please let me know what actions can be taken against them because I am pending the initial filing of my lawsuit! 

      Would it be possible to contact News Outlets to also bring awareness to this fraudulent company? 

       



      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]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/01/2024

      Hi there,

      The customer has been refunded in full.

      Regards,

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

    • Initial Complaint

      Date:01/11/2024

      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 purchased this necklace on Dec. 18 and received it Dec. 23. I was not happy with it because it was too fragile. I called Super jewelers and the woman told me to return it, no problem. I shipped it on 12/23 and the tracking shows it was delivered on 12/26. My first response from them when I didn't get a refund was the office was closed for New Years My second response was they hadn't received it. I called them today & they said they never got it but the tracking number shows it was delivered. The tracking # **** **** **** **** **** 45 shows it was delivered 1/26 I just want my money back. It already cost me $10.20 to ship it back to them

      Business Response

      Date: 01/11/2024

      Hi there,

      The return was checked in yesterday and will go thru ** today to check the item.

      As it's MLK weekend, please let the ******** know that she should receive the refund mid-next week.

      Just fyi, this is ********'s 11th purchase from SuperJeweler and she has been our customer since 2016.  

      We value her very much.

      Thanks,

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

      Customer Answer

      Date: 01/17/2024

      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 don't have a refund

      I have not gotten a refund

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 01/24/2024

      This refund was made on January 19th.

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

    • Initial Complaint

      Date:01/10/2024

      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 sent my ring for repairs because they have a lifetime guarantee and I needed 2 small diamonds on the band replaced. Shipped through **** and purchased insurance. My first call to customer service. I was told it was delivered and the repairs delayed because they were backed up. I understood the dilemma and waited a month to call back to check on the status of my ring. I was told to send an email with tracking info, so I did. Someone responded and said they sent it to management and I would be contacted asap. After another week I called back to check on the status again and was told they didn't have it and it probably was delivered to the wrong address as customers have complained of that happening before. **************** lied to me when I called the first time. Had customer service told the truth the first time I called I would have been able to file a claim. I only have 60 days to file a claim through ***** And now I have no engagement ring and out thousands of dollars and still no email or call back. I was happy with the product when I received it. I wish I had dealt locally tho instead of getting lied to and getting the run around. Why would I continue to contact super jewelers weeks/months later if I was told initially it was not delivered to the correct address and not being repaired? I don't believe anything these people say at this point. I would have taken the time to contact **** and tried to have it resolved. Not waste my time contacting super jewelers and getting nowhere!

      Business Response

      Date: 01/11/2024

      Hi There,

      I'm happy to help with this.

      I have found 3 orders in our system from ******, but none are an engagement ring.
      She knows that we would not lie to her, as she has been our customer for over 10 years.

      We always honor our lifetime guarantee!

      I don't have tracking or anything to be able to find this, and i cannot get the attachments to work on the BBB site.

      Please have ****** reach our to me directly, and I will help to figure out what is happening.

      My contact email is *****************************.

      thanks,

      ******

      Customer Answer

      Date: 01/23/2024

      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:


      There has been no resolution.  I was emailed it would be looked into by Wednesday  and No one has contacted me. 

       

      Thanks,

      ****** 


       


       


       


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




      Sincerely,



      ****** *









       

      Customer Answer

      Date: 01/23/2024

      Better Business Bureau:

       It took a little time but got responses from the business and they have resolved the issue.  Can my complaint be removed?

       

      Thank you

      ******

       





      I have reviewed the response made by the business in reference to complaint ID 21111599, and find that this resolution is satisfactory to me and the matter has been resolved.



      Sincerely,



      Stacey M







       


    • Initial Complaint

      Date:01/02/2024

      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 an order for a 5 stone 1 carat diamond ring in 14kt gold and paid. My order number is *******. When you place the order it does not state this item is made to order and they offer expedited shipping. I paid for expedited shipping. I placed the order 12/21/23. I was told when I called they would not be shipping my order until after Christmas and it would be shipped 12/26/23. As of today it hasnt been shipped and they cannot provide an estimated shipping date. They said they have put a rush on it as of the 26th but no movement on my order. And no status will be given until after Tuesday.

      Business Response

      Date: 01/09/2024

      Hi,

      Please tell **************** that we are very sorry that this order has not shipped.

      There was a delay due to the time of year, but that's not a good excuse.

      I'll personally look into this and make sure the order ships this week.

      I'll try to arrange a diamond upgrade.

      Thanks for reaching out,

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

      Customer Answer

      Date: 01/10/2024

      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,

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



       

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

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