Complaints

This profile includes complaints for Ross-Simons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ross-Simons

  9 Ross Simons Dr Cranston, RI 02920-4475

  
• 

  Ross-Simons

  136 Lambert Lind Hwy Warwick, RI 02886-1137

  

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:11/20/2024

  Type:Delivery 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.

  On November 11, 2024 I ordered 3 items from Ross-Simons. This complaint is only about one of the items - a pair of ******************* earrings. I am attaching a photo of the advertised item on the company's website as well as a photo of the black earrings I received.I contacted the company about this and they graciously sent a replacement pair of earrings to me. While I appreciated that, the second pair of earrings are also black. I have returned both pairs of earrings to the company and am awaiting a full refund.I still want the earrings for my mother; however, I want a pair of the earrings as they are advertised. If these earrings are only black, then the company is falsely advertising the product and needs to stop doing that.

  

  Business Response

  Date: 11/21/2024

  Thank you for bringing this to our attention.  We had our quality assurance team pull these earrings for inspection.  Unfortunately, they are as you described and included in your photo and do not meet our quality standards.  We are reaching out to the vendor to see if we can get better quality stones. Viewing the spec sheet, we also determined that these were not intended to be as bright red as they are shown on our website.  In full transparency, we cannot provide a date as to when this will be fully resolved and as to whether we will decide not to carry the item any longer or if the vendor will be able to provide us with improved merchandise and we will re-photograph.  We apologize about this situation and understand that it is very disappointing, especially since these were intended as a gift.  We have processed the refund on the original order and will update you when we have more information.

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate that the business has accepted responsibility; however, they are still advertising the bright red cardinal on their website.  Obviously they don't care about scamming other customers.  This is false advertising.

  I would like the company to offer me a replacement item since this is a gift.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/03/2024

  As you are aware we had an error on the website as far as the coloration of the cardinal, we have since corrected the photo to the expected color.  We also circled back to the vendor to have the inventory resent to us in the correct coloration.  At this time we do not have stock and are in a backorder situation due to this issue.  The new inventory is not expected until December 18th.  As we never want to disappoint a customer, especially one ordering a gift, we have placed a new order free of charge with expedited shipping - and are hoping for delivery in time for Christmas, but cannot guarantee it.  We hope this resolution is acceptable to you.

• Initial Complaint

  Date:10/20/2024

  Type:Delivery 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.

  I looked at them online and their catalog, but I didnt order so I declined subscriptions. Ive done it about four or five times and theyre still selling me sending me emails and they wont stop. They just wont stop so theyre online. Also

  

  Business Response

  Date: 10/20/2024

  We apologize that you have not been unsubscribed.  Please provide your email address so that we can put you on our permanent unsubscribe list.

• Initial Complaint

  Date:09/25/2024

  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.

  Hello, this issue is in reference to order number I8947618. I placed an order on September 11th, however, the order was cancelled. Therefore, to understand why, I decided to reached out to **** **** who was already helping me with an issue with a previous order. I was told my address has been deemed as an address that is not safe for delivery. I placed 12 orders with Ross Simons within this year and had an issue with 4. My last issue was in reference to two items, one I did not receive and the other being lost due to it breaking off my wrist without any knowledge. I was also told the last order that was shipped had visual proof of delivery. I received multiple packages on that day, in which, that package was not one of them. I confirmed that I checked with nearby neighbors and relatives, the package was not able to be retrieved. Now my account is blocked and banned from placing any further purchases for a mistake that I did not make. I should not be held accountable for someone elses error. I would like to be able to place future orders and I would appreciate if Ross Simons could reconsider their decision, as I enjoy the jewelry I have purchased in the past. Thank you, kindly and God bless.

  

  Business Response

  Date: 09/26/2024

  Thank you for reaching out.  We have reviewed the account and based on the multiple delivery issues you have had at the delivery address, we can no longer deliver to that address.  Should you wish to continue shopping, we would require an alternate address with a signature required.  We are hoping this is a positive solution for you and will enable you to continue to shop with our company.

  Customer Answer

  Date: 09/26/2024

  Yes, I would like to continue to shop and I do have an alternate address. I will leave the address down below.

  *******************************************************;Apt 9B
  Flushing, NY 11354

  I have two more questions. Will I still be able to use my phone number, which is ************? Also, will I be able to use my card as a payment method? Thank you, kindly and God bless.

  Regards,

  *******

   

   

  

  Business Response

  Date: 10/01/2024

  When placing an order, please enter the alternate address.  Your phone number and credit card are still valid and can be used to place orders.

  Customer Answer

  Date: 10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/24/2024

  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.

  I placed an order on August 19, 2024 for two items, a necklace and a bracelet. They were shipped individually. One item was delivered correctly, which was the bracelet but the necklace never arrived. I received a few packages on August 21, 2024 but the necklace was not one of them! I immediately reached out to customer service through chat and advised them of the issue. The agent I spoke with confirmed that an investigation will need to be done before proceeded. I purchased a few things from Ross Simons over the past few months and had them mess up my order a few times (they always make it right). However, its becoming nerve wracking. I would like a refund for the item that was not received, thank you.

  

  Business Response

  Date: 08/26/2024

  Hello,

  We are sorry to hear that you have not received part of your order. After further reviewing this matter, we realized that both packages have been marked as delivered by *** and they have provided us with photo proof of both deliveries. The bracelet was delivered on 08/20/2024 and the necklace was delivered on 08/21/2021. In each photo provided by *** it also shows multiple of your other packages in the photo, just mentioning this just in case the package was set aside with the others and may have been missed by you? We have filed a claim with ***, and they should be in contact with you so please be sure to be available to answer their call. If you are not available, they will close the claim, and you will then need to contact them to reopen the investigation. In the meantime, we have submitted a request for you to receive a refund for the item that was not received along with the applicable sales tax back to the method of payment that was used on this order. The refund will reflect on your account within 2-4 business days. If the package does by any chance happen to appear, please contact Ross-Simons customer service department so that we can either resubmit payment for the product or send you a pre-paid label to send the item back to us.

  Customer Answer

  Date: 08/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This issue is in reference to order number I8894603. I contacted customer service concerning an item (a cross necklace) within my order that was never delivered, in which, after reaching out to the BBB, Ross Simons refunded my funds back. However, after contacting customer service about the cross that was never delivered, the bracelet I purchased came up missing due to it breaking off my wrist. I immediately contacted customer service through phone and spoke with two different agents and was told the bracelet could not be replaced due to the item being missing. I requested a full refund and again, was told I could not be refunded for this item due to it being missinginstead I was offered a $25 credit off my next purchased! $25??? I refused this offer, considering the price of the bracelet I paid for. Now Im not requesting a replacement but a full refund for this entire order! Thank you! 

  

  Business Response

  Date: 09/09/2024

  We have processed a credit.  

  Customer Answer

  Date: 09/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In my last complaint against Ross Simons, I was told that a refund has been processed for the broken bracelet within the order I8894603. I have not received a refund. I request an email confirmation of the refund being fully refunded back to me. Thank you and God bless 

  

  Business Response

  Date: 09/12/2024

  We apologize for the delay- your account is flagged in our credit card system.  We have had to manually force the refund through back to your credit card.  We will send you a copy of the transaction code via email.

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/18/2024

  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.

  I purchased 2 items (2 rings) online from Ross-Simons on May 22, 2024. The total I spent was $412.25. I split this between 2 cards, 1) a MasterCard in my name, and 2) a $200 **** gift card. I liked one and decided to keep it. I did not like the other and processed a return online. I sent the ring back in the mail as instructed. On June 14, 2024 I got an email that my refund had been processed. I watched my credit card account for a few days and did see the refund post. I contacted Ross-Simons and asked them what card they returned it to and they responded that they returned it to the gift card. As an aside, I have never heard that money can be refunded to a gift card, they are not real cards...they all say to "treat as cash." I explained this to them and asked for 1 of 3 options: 1) provide me the full number and expiration of the **** gift card - I destroyed the card since the funds had been used and it said to "treat as cash", or 2) move the refund from the gift card to my MasterCard, or 3) issue me a credit to use at Ross-Simons for another item. They refused any of those options. I then asked that they send the ring back to me, they also refused to do that. So, in the end - they have basically stolen $163.99 from me and I have absolutely no recourse.

  

  Business Response

  Date: 06/20/2024

  As a long time customer you know from experience that we will go the extra mile for our customers when we are able to, in this circumstance it appears we failed to take that one extra step.  We have reviewed your email interaction with our agents and while they were pleasant and polite, it does not appear they reached out to our management team or our Credit Card team for further assistance.  It is true that we cannot provide the credit card number, we simply do not have access to that type of information, online orders are imported with a token and not the customer's actual card numbers. But because  a **** gift card functions as a credit card, we were able to have our credit card team recharge the **** and credit the Mastercard you used.  You should see the credit posted within 24 - 48 hours depending on your bank.  We apologize that this was not resolved more expeditiously on your behalf.

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/11/2024

  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.

  I bought earrings on the 14th of December of 2023 for a Christmas present. Upon opening the items we realized they could not possibly fit a human ear. The earrings did not leave the box. I requested a return and refund. **************** granted that request. Upon receiving my return they contacted me and stated one earring was missing and they would not refund the money. We know that wasnt the case because we never removed them from the box. Just by looking at the tiny size of them we knew that they couldnt fit even a child. Now I have no earrings and am still paying for their mistake.

  

  Business Response

  Date: 06/12/2024

  The customer requested the return in January of this year, still within the Christmas return time frame.  When received there was a solitary earring in the box, we reached out on the 29th of January to advise the customer that we received one earring and to look around and contact us back.    Our normal procedure is to have the customer double check and then we issue a credit if not found.  There are no notes or indication that the customer ever contacted us back, so the return was not processed.  This has now been processed for credit.

  Customer Answer

  Date: 06/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service 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 purchased a 10kt yellow gold figaro link anklet this past December. I specifically told the customer service rep I wanted a pure gold anklet that wasnt going to tarnish because I didnt intend on taking it off. She encouraged me to purchase the item that I wouldnt have any problems. Here it is now April and I have a black ring around my ankle. I reached out to customer service explaining the situation, they said with this type of gold I have to wash it by hand from time to time because it accumulates dirt. I told them I wouldnt had spent $160 on this anklet had the initial customer service rep explained that to me. She had every opportunity to inform me of this but did not and instead chose to make the sale instead. First time buying from Ross-Simons and the last time. Very dissatisfied customer

  

  Business Response

  Date: 04/28/2024

  We apologize for any confusing information.  10K is very reliable and can be worn all the time, however like other metals it does need periodic cleaning.  Also, like other metals, there can be a reaction with chemicals that are used including perfume, soaps, and moisturizers that *** cause some discoloration to occur. 

  We do see you reached out to our customer service department and they issued you a label for return.  Once the item is received, we are happy to refund you the purchase amount. 

  Customer Answer

  Date: 04/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  With the return label given by your customer service, Ive mailed the anklet on April 29th, 2024 to the address RS Attention: Returns 9 Ross Simons ********************** 02920-4581

  Regards,
  
  ***************************

• Initial Complaint

  Date:04/11/2024

  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.

  My husband purchased a Sterling Silver ring with 3 opals and 4 rose zircon stones in it for me on December 2, 2023. Order #******. He paid $81.00 total for it. The END prongs stick out and catch on everything. I caught one on a sweater and broke the tip off. I took it to a local jeweler and paid to have the tip repaired. Now, suddenly, an inner opal has fallen out (even though its prongs are undamaged). Ive contacted Ross-Simons ***************** But **************** stated that they wont help me with this since I had another jeweler repair the prong tip (on the far other end of the band).

  

  Business Response

  Date: 04/12/2024

  We are sorry to hear this happened.  We stand behind our jewelry 100% and would have happily repaired or replaced the item had you reached out to us.  We always prefer to do the work ourselves as we are familiar with the jewelry and the care it takes to do a repair, especially when an item contains an opal.  We have credited your husband's account in full for the item.

  Customer Answer

  Date: 04/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/30/2024

  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.

  Some weeks ago I purchased a Rolex watch from Ross Simons. On receipt the watch did not function properly. I notified RossSimons, and returned the watch as requested. In sever emails, to RS, I have requested either Rolex that works or a refund. No response to date.

  

  Business Response

  Date: 01/31/2024

  We are aware of this concern and have been working with you to resolve. You purchased a ***** in October and said it didn't work, we explained that a ***** needs to be worn or stored in a watch winder.  You returned the watch to ** in late December and it was reviewed by our watch professional and was working correctly.  We exchanged it for a different model watch which was sent to you in early January.  At this time you are in possession of the ***** from January.  If you want to return the ***** we are happy to accept it back and refund you.  Please contact customer service and speak to a Supervisor to make arrangements to pick up the item or to discuss the particulars on ***** care and usage.

  Customer Answer

  Date: 01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/22/2023

  Type:Product 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.

  I have never signed up for email from RS Pure, a division of Ross-Simons. I am getting continual unsolicited email from this company and have contacted them repeatedly over many months, in various ways, to get them to stop. I have spoken to them via live chat at least five times, each time resulting in them saying they'll remove my address but never do. I've sent numerous emails to them at different addresses, the main email stated on their page is a fake account and so any time you use the email they provide it gets returned to you with destination unknown. Ive made many complaints on, and contacted them, via their ******** page. The issue is never resolved. I have tried unsubscribing dozens of times via the direct link they provide on their website and it does nothing. I've even tried sending their mail to my spam folder but somehow I still receive it in my inbox. At this point I consider the situation cyber harassment. I would like RS Pure to stop sending these unsolicited emails. They need to be investigated for the phony links on their web page that offer ways to unsubscribe, claim the process was successful, but don't actually work.

  

  Business Response

  Date: 12/22/2023

  We apologize for the issues you are having unsubscribing the listed email address.  Unsubscribe requests usually take 24 - 48 hours when requested through the website.  We have forwarded the request to our marketing team to reach out to our email provider to ensure your email is removed from our listings.  Due to the holiday this may not be verified till the middle of next week, but we will make sure you do not get any more promotional emails.  We did want to also thank you for bringing to our attention that RS Pure email address was incorrect in one area of the website, while completing the customer care form does have the correct address, there is an email address that is incorrect.  We have reached out to our web team to correct that as well.

  Again we are sorry about the length of time and effort on your part is has taken to unsubscribe from our website.

   

  Customer Answer

  Date: 12/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****