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:07/15/2024

  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 purchased a bracelet from Gold and Diamond Jewelers on ********** for a birthday gift for my husband. The only reason why selected them because they are on AfterPay app and you can use it in the store. I knew something wasnt right when I left the store to go get my husband he asked me to leave $50 dollars. Then when I checked out he wanted to see the amount of money I had in my AfterPay app. What made me really feel uncomfortable was he wanted to see my driver license after I paid and wrote down my driver license number. I informed him right then and there I no longer wanted the bracelet because I feel like what he was doing unprofessional. He said if I had any problems just return it if he doesnt like it. My husband standing right there. Plus its on ******** app and their website too. Well the bracelet deflated on him. He worn it to his birthday dinner on ********** and when we came home the bracelet had deflated. Meaning it was round and half of it in flat now. The bracelet was defective and I took it back to them the next day.He said he wasnt going to give me back the refund for bracelet. He tried to sale me other bracelets for a higher amount. I was in the store for an hour. I told him you said I could return 3 days ago when I had checkout. Then when I went to leave and I asked for bracelet with receipt along box and bag. He refunded to give it to me and handed it off to another two employees. So I left and filed a complaint with ******** and I filed a compliant against AfterPay through the BBB (********) serving ***************** and ***************************. Well I went back to try and resolve the issue on 07/13/2024. I even had the mall security guard so with me and they told her the same thing no refund. Still did not get the bracelet back or a refund. They still have the bracelet and AfterPay still wants me to pay.

  Business Response

  Date: 07/17/2024

  Good Evening, 

  Thank you for reaching out to us about your concern. We apologize for any inconvenience you've experienced. To better assist you, could you please provide a clearer copy of the receipt with the store name and address visible?  We appreciate your cooperation and look forward to resolving this matter promptly. Thank you for your understanding

  Best regards

  Customer Answer

  Date: 07/18/2024

  I am rejecting this response because:  the store has the original receipt with merchandise. The receipt was with bracelet on 06/29/2024 when I return it to the store. The merchant refused to give me a refund. But it says on the ******** app up under their company website you have 30 days for refunds. I do not have possession of the merchandise nor did they give me a refund. So Im paying for something I dont have. I tired to resolve it on 07/13/3024 mall security tired to speak to them about this situation but they refused to still give me a refund. But still have the merchandise. 

  Business Response

  Date: 07/22/2024

  Dear buyer, we understand your concern however the receipt clearly states No REFUNDS Exchange made with in 10 days of purchase, if item is in original condition. This was acknowledged with your signature on the receipt. 

  Business Response

  Date: 07/22/2024

  "Dear BBB,
  
  Re: Complaint regarding refund policy
  
  We appreciate the opportunity to address the customer's concern. Our records show that the buyer made an in-store purchase and received a receipt clearly stating our refund policy, which includes the statement 'No Refunds' in bold print. The customer acknowledged this policy by signing below the statement on the receipt.
  
  As stated on the receipt, all sales are final, and we do not offer refunds. We believe the customer was aware of this policy at the time of purchase and acknowledged it by signing the receipt.
  
  We understand that the customer may have changed their mind or had second thoughts about the purchase, but our policy is in place to ensure fairness and consistency for all customers. We cannot make exceptions to this policy.
  
  We hope this clarifies the situation, and we appreciate your understanding in this matter.
  
  Sincerely,
  **** ********

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because: I  used my AfterPay credit card then the receipt was written. Thats when *** asked for my driver license and wrote down my driver license number on the receipt. I kindly told him I wanted a refund right then and there. He stated that I could return it with no problems because I was uncomfortable with him writing down my driver license number. Plus in the ******** app it says 30 days to return. The bracelet deflated after being worn one time. It went from round to flat. The bracelet suppose to be 14k gold. The merchandise you sold me was fake. Plus you still have bracelet and I made $720.00 for it. You will not return it to me or give me refund. Like I told ******** you cant keep both thats considered to be fraud. I tired to resolve this on 06/29/2024 but you keep the bracelet. Came back on 07/13/3024 and had mall security try to help. Still no refund or merchandise. Contacted the police and filed a police report. After to speaking with ******** on 07/18/2024 they informed me that you cancelled the transaction. And they needed the cancellation information. I came back and the same thing no refund, no merchandise and no cancellation information.

  the bracelet before the receipt was written. Plus