Complaints

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.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We have not had a good experience with the Rowan *********,** location. We took our two daughters to get their first ear piercings at this location. We had to take them back to re ****** one ear again (post 3 months) because their piercing was very noticeably uneven. After their re piercing healed (post 6 weeks) we took them back to have their earring changed out. Our youngest re piercing healed very well. When the nurse changed her earring out she struggled so much putting in the new earring. Not sure why feeding an earring through the hole would be so much of a struggle for a licensed nurse. The next day we noticed swelling and a lump growing behind her ear. We eventually had to take her to urgent care for antibiotics to treat the infection and irritation she developed from the struggle. Very disappointment when the jewelry and service is not cheap at this store. I would expect this outcome from a mall kiosk not a store with licensed nurses. We submitted our complaint to the company and we received a generic canned email as a response.

  Business Response

  Date: 06/04/2025

  Thank you for sharing your experience with us. Were sorry to hear that your visit to our ********* studio location didnt go as expected, and that your daughter had some trouble after her earring change. Thats definitely not the experience we aim to provide.

  All earsand healing journeysare a little different, and while our nurses are trained to be as gentle and careful as possible, we understand that sometimes irritation can still happen.

  Weve gone ahead and processed a full refund of the $121 repiercing cost. You should see this reflected on your original payment method within a few business days.

  If either of your daughters continues to have any aftercare concerns, our virtual nurse team is available and happy to assist at ****************************************************************.

  We hope both of your daughters are doing well and thank you again for reaching out.

  Customer Answer

  Date: 06/05/2025

  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:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In November of 2024 on an annual girls trip my two friends and I got our ears pierced. I spent a total of $308.89 on 2 lobe piercings, jewelry and solution. 3 months later I went back to Rowan and spent more money of different posts for the earrings. Just this month one of my 14k Gold Tri-Bead CZ Cluster Flat Back Stud broke. I went into the store to request for an even exchange as something like this should not happen with the cost of the product. No one at the store could help and repeatedly explained their refund policy. I requested for someone to call me which the store manager did and was extremely rude. She said there was nothing that can be done. How can a company stand by their products if something isnt even lasting 5 months? Its unfortunate that this company lacks customer service and satisfaction of customers. I will be telling my family and friends of this experience and will never go back due to their lack of customer service and professionalism. It didnt have to end this way if they valued their customers.

  Business Response

  Date: 04/30/2025

  Thank you for bringing this to our attention. Were truly sorry to hear about your recent experience and appreciate the opportunity to clarify our policy.

  At Rowan, we stand behind the quality of our jewelry and offer a 30-day replacement window for any items with manufacturer defects or quality concerns. While your purchase falls outside of this standard timeframe, we understand how disappointing it can be when a product doesnt meet expectationsespecially one meant to mark a meaningful occasion.

  As a gesture of goodwill, wed be happy to make a one-time exception and replace the single 14k Gold Tri-Bead CZ Cluster Flat Back Stud you mentioned. To proceed, we kindly ask that you follow up with our Customer Experience team directly at ********************************* with your preferred shipping address, and well take it from there.

  We value your feedback and hope we can provide a better experience moving forward.

  Sincerely,

  Team Rowan

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 got my third ****** recently and it was clearly very uneven. I noticed after the 30 days window and was told they would an exception for a repierce and asked for pictures. I sent pictures and went in for a store consult. A different customer service person replied to my email and told "sorry you are unhappy"

  Business Response

  Date: 04/28/2025

  Thank you for bringing this to our attention. Were sorry to hear about your experience and appreciate the opportunity to respond.

  Our records show that the customer first reached out to our Customer Experience Team on April 24, 2025. After gathering additional details and photos from her, we reviewed her situation carefully. Although her concern was reported outside of our standard 30-day policy, we made an exception and extended our standard re-piercing offer as a resolution on April 26, 2025.

  As of today, we have not received a response to our follow-up email. We would be more than happy to assist her further if she would like to move forward with the repiercing offer.

  We truly value all customer feedback and remain committed to ensuring a positive experience.

  Customer Answer

  Date: 04/29/2025

  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:01/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Received several (6) piercings back in July. I have encountered non stop ear infections for 5 months. Whatever was done at this store- was done very wrong wrong. Nurses are no help, only recommendation I get when visiting the store with my concerns is to buy another earring or buy more spray. Something very wrong and unsanitary (or their products material is not advertised as such) is happening here at this store. This shouldnt be such a (painful and unbearable) struggle. Nurse called again and said the same thing. She indicated customer relations would call me to discuss further and I Never heard back.

  Business Response

  Date: 02/05/2025

  Dear *** ****************** you for reaching out and sharing your concerns about your piercing experience. At Rowan, we truly value our customers and want every experience to be as positive and comfortable as possible.

  We understand that youve been experiencing ongoing irritation and discomfort with your piercings, and were sorry to hear that you havent found relief despite the guidance provided by our team. Our records show that you were pierced on July 3, 2024, and first contacted our Customer Experience team on December 2, ********* five months after your appointment. As soon as we received your concerns, we promptly requested photos, which you provided on December 7, 2024. Your case was then escalated to our Nurse Helpline for professional review.

  On December 9, 2024, our Director of ***************** reached out to you personally to discuss your concerns and offer insight into the healing process. She explained the differences between irritation and infection and discussed factors that can sometimes extend healing time. We understand that this has been frustrating for you, and we want to assure you that our team has taken every step to provide the best possible care and support.

  Every person heals differently, and factors such as aftercare routine, lifestyle, and personal sensitivities can impact healing. At Rowan, we uphold the highest standards of hygiene and safety, with our licensed nurses following strict sterilization protocols. As a result, Rowan has maintained an adverse outcome rate of less than 1%, compared to an industry average of 30%. We provide thorough aftercare guidance to help ensure a smooth healing process, and our nurses are always available for further support.

  We also recognize that youve visited our studios multiple times for assistance, and our team has recommended solutions tailored to your specific needsincluding jewelry adjustments and our medical-grade aftercare solution. While we are unable to issue a refund, we remain committed to helping you through this process and are happy to provide additional guidance as needed.

  If you would like to discuss further aftercare strategies or need additional support, please dont hesitate to reach out. We truly appreciate your feedback and the opportunity to assist you.

  Best regards,
  Team Rowan

  
  

  Customer Answer

  Date: 02/06/2025

  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:

  i paid for a service that was not complete and suffered as a results of it. They had me buy extra Jewlery and spray, indicting it would fix it, but didnt solve the problem, and after I spoke to the last nurse, she indicated someone would call me to discuss next steps. Your response was all what I did as a customer proactively, not what your company initiated. and anything your staff tried to do as a result of my actions, failed to address my issues. 

   

   

  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 02/12/2025

  Dear *** ********************** you for sharing your concerns with us. We understand your frustration and are sorry your aftercare experience did not meet your expectations.

  After carefully reviewing your case, we cannot issue a full refund for your visit on 7/3/2024. Please note that our piercing fees and piercing jewelry are final sale and non-refundable. However, as a one-time courtesy and to address your concerns, we have processed a refund for the original piercing fees in the amount of $163.31. This refund will appear on your card ending in **** within a few business days.
  
  We believe this resolution addresses the matter, and we wont be able to process any further changes or refunds. We hope this helps to resolve your concerns and that youre satisfied with the outcome.

  We appreciate your understanding and thank you for your patience.

  Best regards,
  Team Rowan

  Customer Answer

  Date: 02/16/2025

  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:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid for my ************* for piercing and my card was charged twice. ******* at Rowan refused to refund the error.

  Business Response

  Date: 01/09/2024

  Hi ********, 

  We're so sorry for the confusion regarding your recent visit to our ********************* studio location on 12/30/2023. From the screenshot you've provided, it looks like the first charge for $119.16 was a pending charge, in the amount before you tipped your Rowan nurse. This authorization hold typically falls off your bank statement within a few business days. It may have taken a bit longer since you visited us during a holiday weekend. The final charge of $129.08 (+ tip) is the final total and the only transaction that should be posted to your bank statement. 

  If you are now seeing the first charge of $119.16 as posted to your statement, you'll want to work with your bank to remove this authorization hold. We can confirm that there has only been one charge for $129.08 on Rowan's end. 

  One of our customer support agents reached out last week on 1/3/2024 and from your response it sounds like everything has been resolved. If you still need assistance, please feel free to reach out to our team at *********************************.

  We know how concerning this must have been when you saw two charges, but these holds are dependent on your financial institution. We know your time is valuable, and we'd be most appreciative if you'd be willing to update or remove your negative review on both our ****** business profile and this BBB complaint. If not, no worries. We still appreciate you!

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 5/27/22, my daughter got her ears pierced at Rowan in ************* ******. I was adamant on having 14k earrings for my daughter and was told and sold 14k earrings for my daughters piercing and her ears, after 12 weeks, despite cleaning 3x per day with Rowans cleaning solution, were not healing properly. We went into a jeweler to buy new earrings to see if a new pair of 14k earrings would help and the jeweler confirmed that none of the earring we were sold from Rowan, front or back, was 14k gold and rather silver which is likely why my daughters ears were reacting. At a minimum, I want our money back and a resolution to my daughters pain and suffering that she wrongfully had to endure for the past 12 weeks.

  Customer Answer

  Date: 08/19/2022

  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,
  
  *********************