Complaints
This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,137 total complaints in the last 3 years.
- 298 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/11/2025
Type:Service or Repair IssuesStatus: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.
I am writing to express my disappointment with a recent experience at one of your Zales locations. I purchased a bracelet for my wife, but unfortunately, it was too large. After calling several Zales locations, we were informed that this particular bracelet could not be resized.
My wife went to the store to return the bracelet, and the store manager mentioned that there might be a way to resize it by sending it out for adjustment. My wife asked if the 30-day return window could be extended if we decided to have the bracelet resized instead of returning it. Initially, the store manager said yes, but then stated that he would need to confirm with the District Manager.
The store manager called the District Manager and left her on speakerphone. After explaining the situation, the District Manager said she wasn’t sure if the return window could be extended. However, she advised the store manager to tell us to send the bracelet in anyway — and after three days, it would be too late to return it, leaving us with no option but to exchange it or keep it. This was extremely deceptive and unacceptable.
At that point, we were furious and immediately demanded a refund. I am extremely disappointed in the misleading guidance and unprofessional behavior displayed by both the store manager and District Manager.Business Response
Date: 03/14/2025
March 13, 2025
***** ********
***** ****** ***
******** ***** ** *****
*** **** * ********
Dear ***** ********,
We appreciate the opportunity to respond to your concerns
regarding the service you received at our store.
I am very sorry to hear of your
experience. Our goal is to exceed our customers' expectations, and I appreciate
the opportunity to respond when there is a concern.
I would like to address your concerns with
upper management; however, you did not include the location of the Zales store
you visited. At your earliest convenience, I would appreciate it if you would please
send me the location of the store (city, state, and mall name).
You can send the requested information
to me directly by email at:
***********************************
Please include reference number ******* in the subject line of your email.
I apologize for your
experience and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterInitial Complaint
Date:03/11/2025
Type:Service or Repair IssuesStatus: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.
November 2024 a ring was purchased and was sent out for sizing shortly after. Upon receiving ring back within ************************************************ for repair and received the item back wore it for about a week and a stone had fallen out took it back for repair and upon receiving item back refused the item due to lack of quality of repair as it had bent the ring in another place. The store refused a refund and offered another item I elected for a different ring and within 2 days a stone was missing. I took the ring back and they still wont offer a refund for my purchase as they have failed to provide a quality product that is not defective. They cant find a product within the price range or that is a product I would be happy with as a replacement and still refuse to offer a refund. I have surrendered all products to the store to recycle as desired leaving with out any product at all.Business Response
Date: 03/24/2025
March 24, 2025
******** ********
***********************************************
RE: BBB Case 23046816
Dear ********,
We appreciate the opportunity to respond to your concerns regarding your rings and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district managers responsible for the Columbia store and Design and ************** that worked on your ring to review and address with the team members involved.
According to our records, your ring was returned on March 22, 2025, as requested.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Initial Complaint
Date:03/10/2025
Type:Service or Repair IssuesStatus: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 husband ******* ****** purchased my engagement ring and wedding band in 2015 from Zales, within the first two weeks of me wearing the ring I lost a diamond, it was fixed and then I lost two more diamonds, it was fixed again, the store manager at the time returned some money to my husband from the purchase. Fast forward to December 2024 I lost a diamond out of my wedding band and a diamond out of my engagement ring. My husband took my ring to Zales to be fixed under warranty and we were told that my set of rings would be back by 1/17/25, 1/17/25 came and went and no call from Zales, my husband called a few days later to be told the ring was still at the location it was sent to and someone could call us back the following day, we did not receive a phone call, we called 3 days later and were told the manager would call us. *** called and informed us that my original ring had been damaged, and my main diamond had been fractured. We were never notified that my ring was damaged until the ring didn't get returned and we continued to call for answers, I fully believe that Zales was going to replace the diamond and not tell us. My ring was returned to us about a 1.5 weeks later, on 2/27/25 I noticed my ring was broken again, one of the prongs they stated they replaced was broken in half. We call *** again who refused to provide any contact information for the regional manager, *** then emailed me saying he would reach out within a few minutes never did, I responded, and *** stated he would no longer be communicating with me. I informed him he does not have a choice as he has my property in his possession. *** continued to refuse to give me his District Managers contact information. I received an email on 3/6/25 asking for my phone number and I stated I wanted all contact information via email for documentation, I was again refused any communication in writing and have not heard from Zales since.Business Response
Date: 03/24/2025
March 21, 2025
**** ****
**** ******* *****
*********** ** *****
*** *** **** ********
Dear ****,
We appreciate the opportunity to respond to your concerns regarding your wedding
rings and the disappointing service you received from our company. We apologize
for your dissatisfaction in this matter. We have forwarded your service
concerns to the district manager responsible for the Camp Hill store to review
and address with the team members involved. Your feedback about your experience
and will work to improve how these types of issues are handled in the future.
Our district manager has informed us that she
has been in contact with you by email as you have requested and offered the
option of a custom remake or an exchange. However, you have decided against
either option and wished only to continue warranty service. Your ring’s repair
service was completed by the Design and Service Center’s district manager and
shipped to the store of your choice for pick up since you no longer wished to
work with the Camp Hill store.
We
apologize for the inconvenience you experienced in this matter and hope you
will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauInitial Complaint
Date:03/09/2025
Type:Service or Repair IssuesStatus: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.
I’ve made multiple purchases at this location In the last few months. All of these transactions were supposed to be financed for 12 months with no interest or I never would would have purchased them. Upon receiving my billing statement, I’ve been charged interest on multiple purchases except one. I will be filing other complaints if this is not resolved.Business Response
Date: 03/21/2025
March 21, 2025
*******
*******
**** * ******* ***
******* ** *****
RE: BBB Case ********
Dear *******,
We appreciate the opportunity to respond to your concerns regarding your purchases
and the disappointing service you received from our company. We apologize for your
dissatisfaction in this matter. Your feedback about your experience and will
work to improve how these types of issues are handled in the future.
We would first like to clarify that your credit
account’s service provider has a 12-month finance plan on purchases over
$750.00. Your $571.84 purchase on December 7, 2024, does not qualify for this
plan. As for your November 29, 2024, purchase, it was processed under the
regular interest plan and signed by you. See attached credit draft. Due to the
age of the purchase, it can no longer be returned and reprocessed under the
12-month finance plan.
We
apologize for the inconvenience you experienced in this matter and hope you
will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 03/24/2025
I am rejecting this response because: I was never told this wasn’t going to be under 12 month financing. I was never advised. I would have never agreed to this if I had know it wasn’t financed for 12 months. This is the store fault. I will never shop here ever again. I WILL ONLY USE YOU TO GET MY RING SIZED! I will never ever make another purchase from this company again. I will be closing this card once it is paid in full! LOST MY BUSINESS AND I WILL NEVER EVER RECCOMEND SHOPPING WITH THIS COMPANY!Initial Complaint
Date:03/07/2025
Type:Sales and Advertising IssuesStatus: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.
On 2/16/25 I made a purchase at Kay’s with a coupon they sent me ! But at checkout they wouldn’t honor the coupon they Kay’s sent me. The Kay’s employee could see NO reason the coupon should be denied. She call her corporate office and they saw NO reason to not honor their coupon and I was told they will fix it . Days went without any explanation or fix or contact telling me what’s up! When I went to pick up my purchase the employee gave me some ** explanation and agreed it makes NO since she agreed that they should honor the coupons they send out to account holders! Kay’s sent me a coupon they refuse to honor and as you can see from the coupon and receipt it’s a valid coupon!!Business Response
Date: 03/25/2025
March 24, 2025
******* ****
*** ***** *** **
******** ** *****
RE: BBB Case ********
Dear *******,
We appreciate the opportunity to respond to your concerns regarding your coupon
and the disappointing service you received from our company. We apologize for your
dissatisfaction in this matter. We have forwarded your service concerns to the
district managers responsible for the ******* store to review and address with
the team members involved.
We would first like to clarify that the coupon
you received from your account’s service provider states that it cannot be used
combined with any other others. The enhancer you purchased was on sale for 25%
off for a discount of $425.00. In addition, you received another 10% off for a
Valentines’ promotion for a further discount of $127.58. Therefore, your coupon
could not be used toward your purchase.
We
apologize for the inconvenience you experienced in this matter and hope you
will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 03/26/2025
I am rejecting this response because:
All lies the employees don’t decide the coupons!! And they should at least inform you they won’t except the coupon it Was showed to them before we decided to make the purchase! All a scam to sale there jewelry!! Since they scammed us we will NOT GIVE KAYS any further business the account will be closed and I’ll provide bad word of mouth advertising for Kay’s ! We will cancel both protection plans for there jewelry! Obviously it is a scam also! Kay’s have earned themselves a notice on our community board for companies NOT to trust or do business with ! The word/warning will get spread to allInitial Complaint
Date:03/06/2025
Type:Service or Repair IssuesStatus: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 2022, my husband custom-ordered a Mother’s ring with our kids’ birthstones and names. It needed resizing, and when returned, visible lines were left where material was added. They assured me this was normal.
2024:
The ring falls apart. I send it back under warranty—it returns six times, each with defects like cracks and poor craftsmanship. My husband demands a refund, but the manager refuses and hands him a customer service number.
I go in and am told, “Hopefully, you’re nicer than your husband.” I am. They let me choose a new ring, which I customize and pay extra for. When it arrives, my husband notices weak prongs and a missing one. ***** confirms multiple flaws, sending it to a “better” repair shop. It returns but is rejected by the store itself for poor quality—twice (Feb 11 & 14). I have been without the ring since.
The manager tells me to call corporate for a custom remake. After weeks of waiting, I warn them I’ll seek legal counsel. Today, I’m offered a refund—if corporate approves it. It would be mailed as a check in 14 business days, not refunded to my card. They can’t confirm what will happen to my ring.
At the store, I’m ignored and told, “I can’t talk to you.” The manager claims my husband could’ve picked it up. I followed their instructions, called corporate as told, and now, I’m banned from the store, with no ring, no refund in hand—just a case manager saying they could process one.Business Response
Date: 03/18/2025
March 17, 2025
******** ****
**** ******** ** **
******** ** *****
*** *** **** ********
Dear ********,
We appreciate the opportunity to respond to your concerns regarding your ring
and the disappointing service you received from our company. We apologize for your
dissatisfaction in this matter. We have forwarded your service concerns to the
district managers responsible for the Concord store and the Design and Service
Center that worked on your rings to review and address with the team members
involved. Your feedback about your experience and will work to improve how
these types of issues are handled in the future.
We
would like to assure you that you and your family are not banned from our store
and are welcome back anytime. A refund check for $343.03 is on its way to you.
Please allow three to five business days for delivery. Because you are
receiving a refund for it, your ring is being returned to the home office. We
understand that in the past you were allowed to keep a ring as well as receive
a refund. However, that was a one time customer service.
We
apologize for the inconvenience you experienced in this matter and hope you
will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauInitial Complaint
Date:03/04/2025
Type:Service or Repair IssuesStatus: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.
I have purchased a set of rings from them back in ************************************************************************************************************************************************** every 6 months which I wouldn't mind doing but again it was never told to me and was never given any warranty information. Fast forward a year and a half one of the diamonds fell out and I went to get it fixed the store told me I now have to pay for the diamonds and their manager ****** **** was nothing but nasty. He also walked away and went into the office and slammed the door basically in my face.Business Response
Date: 03/18/2025
March 18, 2025
****** ********
************
Lexington SC 29073
RE: BBB Case 23020823
Dear ******,
We appreciate the opportunity to respond to your concerns regarding your rings and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district managers responsible for the Lexington store to review and address with the team members involved. Your feedback about your experience and will work to improve how these types of issues are handled in the future.
We would first like to clarify that we offer a complementary diamond warranty to our customers who purchase diamond merchandise. This warranty covers the replacement of a damaged or lost diamond in its original mounting provided the required six-month inspections take place. The need for inspections is explained verbally at purchase and by brochure given to the purchaser.
In addition, we offer an extended service agreement which is available for purchase during the first year after the purchase. The **************** Agreement covers repair work which may be needed during normal wear and tear. This plan does not cover diamond replacement.
Because we have no record of inspections for the ring, it is not eligible for a free diamond replacement. However, if you decide to have your diamond replaced by our company, we will reinstate your diamond guarantee which will cover lost or damaged diamonds in the future provided the required inspections take place.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Customer Answer
Date: 03/18/2025
I am rejecting this response because:
The representative never told me about no warranty and never gave me any paper when I bought thr diamond warranty this is unacceptableBusiness Response
Date: 03/24/2025
March 24, 2025
****** ********
************
Lexington SC 29073
RE: BBB Case 23020823
Dear ******,
We appreciate the opportunity to respond to your further concerns regarding your rings and the disappointing service you received from our company.
As previously explained, the **************** Agreement (***) that you purchased does not cover diamond replacement. Your ring is not eligible for a free diamond replacement. If you wish to pay to have your diamond replaced through our company, we can reinstate your Diamond Guarantee which will require inspections every six months to remain in effect.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Initial Complaint
Date:03/03/2025
Type:Billing IssuesStatus: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.
We made a purchase from Zale's jewelers and financed on their store credit card with a promotional deferred interest on 2 separate occasions, most recently in February 2024. My husband didn't realize that the promotional period was about to expire. I looked at the next statement dated 1/26/25 the day we received it in the mail and noticed the promotional rate had expired within the last few days. I called on 2/3/25 to see if I paid the full balance owed before interest accrued (2,296.88), if they would waive the interest (741.15) that accrued less than 10 days prior. The agent I spoke with said yes, absolutely they could waive the interest if i paid the full balance. I made him confirm with me multiple times if I paid the full balance that he would adjust off the promotional interest. He validated that I was correct every time. His name was *** and the confirmation number was #****. I made the payment and assumed my balance was brought to 0.00 as that is what their representative told me again and again. That was not the case. We received a statement the following month billing us for the remaining interest that was promised to be adjusted off, as well as an additional month's interest on that current balance. After speaking with multiple supervisors, and receiving multiple different views and opinions, the last one I spoke with "******" indicated there was nothing that they could do even though their agents provided false information. Another supervisor prior to her told me that it was wrong for this to have happened and that I should speak to corporate. However ****** would not give me a number to speak with corporate. I told them if they recorded the call between the agent and I initially, that they would clearly hear the lies I was told. I dont believe that I should have to pay the remaining interest after their mishandling of information and false statements.Business Response
Date: 03/10/2025
March 10, 2025
***** ******* **********
** ****** ***** ****
****** ** *****
Re: Case # ********
Dear ***** ******* **********,
We appreciate the opportunity to respond to your concerns
regarding your Zales credit account. I apologize for your dissatisfaction.
Please be advised, Zales credit
accounts are managed by a third-party financial institution; therefore, we do
not have control of or access to your account.
For further questions or concerns
regarding your credit account, please contact your credit provider directly. Their
contact information can be located on the back of your card or on any of your
monthly statements.
Please note, any previous
conversations or correspondence you had concerning your account would have been
with your provider.
I apologize for your any inconvenience
this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 03/11/2025
I am rejecting this response because:
This complaint still relates to this company and something should be done to rectify the situation. The purchases were made at Zales and this is a direct reflection of the ridiculous customer services. I will never purchase anything else from this company, and will be sure to exploit this situation.Initial Complaint
Date:03/02/2025
Type:Product IssuesStatus: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 purchased a diamond necklace on December 26, 2024, at a 10% discount. The store associate advised me that the price was likely to drop further and that I could request a price match.
• I informed the associate that I would be traveling. She assured me that I could simply reach out to customer service to process the price match.
• I traveled out of the country from December 25, 2024, to February 2, 2025. During this period, the price dropped to 25% off.
• When I contacted live chat support to request the price match, I was told that I needed to visit the same store in person—contradicting what I was initially told.
• I reached out again, and *** from customer service granted me an extension, confirming in writing that I could visit the store when I returned and receive that discount as long as I was within 60 days of purchase.
• On February 19, 2025, I visited the store, but the manager, ********, denied my request. She claimed that a sale had to be active at the time of the refund request—again, something never mentioned in prior communications.Business Response
Date: 03/14/2025
March 13, 2025
******** *********
*** ****** ***
******* ** *** ***
******
Re: Case # ********
Dear ********
*********,
We appreciate the opportunity to respond to your concerns
regarding your ring and the service you received at our ********* **** ******
store.
I am very sorry to hear of your experience. Our goal is to exceed our customers'
expectations, and I appreciate the opportunity to respond when there is a
concern.
I researched your concerns and was able to confirm the
correspondence between my associate *** and the assistant store manager
********. I forwarded your concerns to upper management and they agreed that
you should be provided the discount that you were promised.
It is my understanding that you were recently contacted by
the current acting manager ******, and she has arranged for you to meet with
her at her home store in *********** to process the price adjustment.
I apologize for your experience and the inconvenience this
has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 03/17/2025
Although I accept the response and I have been refunded, I hate the fact that these corporations only take us seriously when we submit a complaint via BBB.Initial Complaint
Date:03/01/2025
Type:Service or Repair IssuesStatus: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.
I ordered a very overpriced piece of jewelry it comes in and its absolute trash. I returned the item and it has been 3 weeks since its return I still have not received a refund or any help at all.Business Response
Date: 03/11/2025
March 7, 2025
Argishti Tagavor
**************************************************************
RE: BBB Case 23007600
Dear Argishti,
We appreciate the opportunity to respond to your concerns regarding online order refund and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. Your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, your order was refunded on March 6, 2025. Please allow three to five business days for the credit to appear back on your account.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************
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