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:04/05/2025

  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 purchased a gold necklace and two pairs of earrings. After wearing them the first time I had an allergic reaction in the form of severe itching. I do not have particularly sensitive skin. I messaged the return email to request a return, and was told I was 2 days past the 30 day return window. They offered no solutions to address why the supposedly gold jewelry gave me an allergic reaction and refused to take them back.

  

  Business Response

  Date: 05/06/2025

  Thank you for contacting us about the concern. On March 30, 2025, we received contact from ***** regarding irritation concerns after wearing jewelry purchased on January 28 and February 4, 2025. We informed ***** about our 30-day Satisfaction Guarantee and return period. This begins on the date of purchase and provides customers with a full month to initiate a return for refund or exchange.
  
  The return windows for these orders closed on February 28, 2025 and March 4, 2025. At the time of contact, these orders were nearly a month past the return eligibility period. On April 10th, our team sought an out of policy approval to provide a resolution due to the reaction ***** experienced. Store credit was emailed to ***** for the items in question and the matter was considered resolved.
  
  If the issue remains unresolved, our team is happy to continue working toward a solution. 

• Initial Complaint

  Date:11/21/2024

  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.

  Transaction Date: 10/22/2024 I placed an online order for this item through the offer on a morning television show (?GMA?).When the item (earrings) arrived, they were so teeny, they would not fit my ear and were less that satisfactory quality. The return policy for the item, as I purchased it, included FREE returns. I have tried to locate a way to process the FREE return and have been unable to make a connection. The email I attempted to send was rejected. I would like a return label and a refund for the item.

  

  Business Response

  Date: 12/04/2024

  Our return period for all orders, including our GMA special, is 30 days post purchase. Our contact email is ********************************************* or a webform can be filled out through our website. Please reach out to us through one of these methods in order to inquire about how to start a return. Since the 30 days has passed the system will automatically block a return request and additional steps will need to be taken by our team to assist you. 

• Initial Complaint

  Date:07/10/2024

  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 will try to make this short and sweet. I ordered jewelry from their website in December of last year (December 13th, 2023). I received the order confirmation and noticed right away that the address was incorrect. I contacted them immediately to change the address, worried that I wouldn't get this by Christmas. They refused to help and advised me that I had to contact ***** I went back and forth and then had to contact my friend who received the package to send it to me and paid out of pocket to get it to me. I asked them to send the same item to me and I will have my friend send it back and they wouldn't budge. Fast forward to July 9th, 2024. The bracelets are tarnished and completely broke with regular use. I contacted them to see about a replacement since it's been under 7 months. I was advised that the warranty is 6 months and they cannot do anything about that. I then asked again if they can make an exception since I only had the product since mid December. They would not budge. I contacted ************* who is their COO and he hasn't replied to my emails since I tried to contact him in December regarding the shipping mishap. I'm hoping that this brings to light the ignorance of a company and ignoring the "little guy".

  

  Business Response

  Date: 08/02/2024

  Thank you for contacting us about the concern. On July 7th we received contact from ********** that the Gilded Bracelets ordered on December 7th were broken. On July 8th we informed ********** of our 6 month warranty on everyday jewelry that starts the day of purchase. **** expressed that he would like an exception made since it had been 7 months since the order was placed. On July 11th our team sought an out of policy approval of ****'s request and was approved to provide a credit for the damaged item. On the same day a credit worth the amount spent on the item was sent to **** and the issue considered resolved. In the case that the issue is not currently resolved our team is available to continue working to find a resolution. 

  Customer Answer

  Date: 08/02/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/26/2024

  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.

  I placed Order #UJ1832277 on April 10th. It was for a pair of palm tree huggie earrings for my mom for mother's day. I gave them to her last month for the occasion. However, she had difficulty putting them in. She tried on multiple occasions and was unsuccessful. I tried to submit an exchange online but it appears that you can only exchange or return and item within a 30 day time frame. I emailed customer service and spoke with a ***** in the ************ He quoted me the return policy. I then emailed him asking to exchange for the post version of the earrings thinking they might fit her better. He replied with the exact same response. I then called the customer service number and had to leave a message. I then got a returned called and it was the same rep ****** I explained that I wanted to talk to someone in the states as I am aware of the 30 day return policy. To date, I am still waiting on a call back.I understand businesses need to have a return policy. However, due to the holiday you would think an exception could be made. I would be happy to exchange the item...it wouldn't cost the business so I don't think I am being unreasonable. I can't imagine a business being so anti customer. In addition, their customer service is concerning. People don't to call for help, get a foreign country and be told a canned, scripted answer.

  

  Business Response

  Date: 06/27/2024

  Thank you for contacting us about your concern. On June 25th, *** contacted Uncommon James customer service to inform us that earrings she had purchased were not the right fit for her mother who she had gifted them to. We responded on June 26th, to inform *** that we allow returns for any reason within our 30 day return period, which starts the day of purchase. We informed *** that, since her order was purchased on April 10th, the return period closed on May 11th. Due to the time that has passed since purchase, the earrings are no longer eligible for return or exchange. On June 26th *** called requesting to speak to someone in the ************* and was informed that the supervisor was also in the ***********, as that is where the team is located. *** was offered to speak to a supervisor but declined the offer since she did not want to speak to someone in the ***********. The call ended after she declined to speak with the available supervisor. Our team has provided accurate information to *** in regards to the return/exchange eligibility and if there are additional questions they are here to assist further. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21908066
  
  I am rejecting this response because they are not taking care of the customer.  An exchange would have been a reasonable compromise, but she wasn't willing to budge.  It was only a few months, not several like some large companies offer.  I am not sure what the harm in doing that would be but now you have an unhappy customer and for a pair of $40 earrings?  Needless to say, I will not be doing business with this company again and will make sure tell everyone who will listen to do the same.  Terrible customer service all around!  Just remember it costs a company a lot more money to keep existing customers as opposed to getting new ones.  The jewelry business is ever changing and I don't see this company in business for the long term when they treat customers like this.  Especially when the big guys are doing it right.  For example, look at Amazon and Targets business plan/return policy....you could learn from them, and from someone with a business degree!  Good luck!!!
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/25/2024

  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.

  Ordered product on 6/10 from the beauty division. Received the product on 6/19. I informed Umcommon James that one of the three products I ordered had a faulty seal, it was not properly closing and was worried about the quality of the product because of that and did not want to put it on my face, I asked for a replacement. This was on 6/23, well within a return window. They asked for a video proving it, so I sent one. They responded on 6/25 saying it was not faulty but just the design of the product. Im really upset, this is a product you put on your face a body and the seal is broken and they are refusing to replace or acknowledge they are sending out bad product. That could be a health hazard. Im also well within a return window

  

  Business Response

  Date: 06/26/2024

  Thank you for contacting us about your concern. We received an additional video of the packaging yesterday afternoon at 4pm. To ensure safe functioning of your beauty product we offered a replacement, store credit or refund of your original product. We have not yet received a response, but will continue to work with you through our customer service channels to provide an adequate resolution. 

• Initial Complaint

  Date:03/29/2024

  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.

  On March 21, ************************* the amount of $174.62. Order #******. I was told that I would receive it within 3-5 shipping days. I received one notification that thanked me for my order and provided a link allowing me to track the shipping status which stated that my order would arrive on 3/28/2024. I attempted to check in on this link on numerous occasions after and it simply directed me to the main page of the company store.On 3/28/2024, I contacted the company and spoke to a representative who spoke poor English. I dont know if she understood me, but I continued to inform her that I had not received the shipment. She continued to insist that it had been shipped. I asked her to spell her name for me and she refused . She asked me to wait for 48 hours. I attempted to call today 3/29/2024 and got a voicemail. I left a message with the information above. I would like my to know the status of my order or have my money reimbursed immediately. I have shipped at this company before and am saddened at this asinine experience.

  Customer Answer

  Date: 04/11/2024

  Uncommon James sent the package to me on April 9th at no additional charge.  The conflict has now been resolved.  Thank you,

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

• Initial Complaint

  Date:08/01/2023

  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 over two weeks ago and have not received any updated on it. They claim 3-5 business days for processing but its been over two weeks and my order is still sitting in order placed status. I have tried reaching out to their customer service several times through email and on social media and they have failed to respond. Terrible customer service.

  

  Business Response

  Date: 08/02/2023

  Hello,
  Thank you for contacting us about your experience with your order. We are currently experiencing an increased amount of inquiries due to delayed shipping requests. We apologize that we have not been able to respond in our standard 24 business hours. Due to system updates, some customers have not received tracking information after their orders have been handed over to the carrier. This is not the experience we intend for our customers to have. I have looked into your order and can confirm that it is in transit and estimated to deliver by August 7th. Our Customer Experience team will respond to your inquiry as soon as possible with more specific information regarding your order. 

  Customer Answer

  Date: 08/03/2023

   
  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.
  
  Sincerely,
  
  Allie Black

• Initial Complaint

  Date:01/17/2023

  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.

  On 11/30, I placed a $121 order with Uncommon James, my first ever purchase with them. I received it on 12/16 and then decided to return the items due to not loving them for the price. The items were received back on 12/30. Its been over 20 days and I have still not been refunded. Ive spoken wirh 2 representatives through email over 15 times telling me the same thing Due to the holiday season its taking long than expected it should not take 20 Days to process a refund for a reputable company. No one has ever offered to look into or contact the refund department for an update. Its to continuously wait. I want my money back. There is no phone number to contact to speak to someone and their social media has not responded. Their last message advised I contact my bank. For what? Its their responsibility to refund me back for my items. Their customer service is terrible and unacceptable. I have disputed the claim with PayPal which is who I paid it through ( connected to my bank account). I returned another order through the vendor, Vans the same day and *** already received my money back over 2 weeks ago. I dont know what else to do. Its only $121 but I work really hard for my money and expect it back.

  

  Business Response

  Date: 01/19/2023

  Hello, 

  We apologize for the delay in processing the refund for your return. While we understand the frustration with not getting a prompt refund, I would like to inform you that this past Tuesday, January 17th, your return was processed and refunded. during the holiday season our returns take up to **** business days to process as we quality check every return. You item was delivered on December 30th and processed on January 17th, the 12th business day. Our customer service team did try to inform you of the timeline for returns to be processed. We try to be transparent in our processing and you can refer to our FAQs or reach out to customer service any time you have questions regarding your order. 
  
  Thank you,

• Initial Complaint

  Date:11/28/2022

  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 purchased two pairs of earrings online on 11/20/22 with a discount code which was valid throughout the entire ordering process. The total was *****. The order cleared. At no time did an error occur and I have the email confirmation for the original price. Upon review of my credit card statement I saw that my order was cancelled. On 11/21/22 they sent me an email saying the code was not valid despite the order going through. I would like a refund of the price difference between the two purchases, the original ***** and the second purchase of *****. I have never had an issue in all the years of ordering items online. If a discount code is not valid at no time will it lower the cost of the total and allow you to purchase. This is a terrible business practice.

  

  Business Response

  Date: 01/19/2023

  Hello,

  We appreciate you reaching out. Due to technical issues a discount code that was valid to be used on our store was activated and some customers attempted to use it. When the system caught the discount code being used all orders were immediately cancelled and refunded. We apologize that this caused an inconvenience for you, however we would not be able to provide a refund for another order purchase not using the invalid discount code. 

  Thank you, 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18458667
  
  I am rejecting this response because: The order was accepted by their system and therefore should be honored.
  
  ********************************************

  

  Business Response

  Date: 02/07/2023

  Hello,

  We do not now, nor previously had, a promotion offering the discount originally used at checkout. We will not be able to create an order for a promotion that is not ongoing. We appreciate your understanding and hope that you have the ability to take advantage of any promotions we do run in the future. 

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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.

  Horrible Horrible customer service. I called them a week ago, late October 2022, I was hung up on multiple time by their customer support call center in ******** or ********* was not in Nashville. They barely speak English and nobody wanted to help me. That's was issue #1. Now issue #2, I buy a necklace on 10.31.2022, on 11.1.22 I get an email from UJ saying this necklace is now 30% off. I email customer support and they tell me to stay on top of these ******* need to subscribe to their emails, well hello. How do you think I got the email, I am subscribed. I wrote them again and they said nothing they can do to help me. So you want me to return my 1st item and re buy it to get the discount. Just absolutely terrible. The end result is the same. UJ does not want to help

  

  Business Response

  Date: 02/09/2023

  Hello,

  Thank you for reaching out to us. After reviewing your conversations with our customer experience team I can see the issue has been resolved with a credit to your account. Please let us know if there is anything further we can do. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18353536
  
  I am rejecting this response because: it took me over 2 weeks to resolve it. Your customer service center hung up on me multiple times. Gave me the run around and I got a different story everytime. Your service center has a language barrier and was NOT helpful at all.
  
  Sincerely,
  
  ***************************