Complaints

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• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 23146871
  
  I am rejecting this response because:
  I was NEVER told that there would be no refunds. I specifically asked, multiple times, because I would NOT have put down a deposit had I known it was nonrefundable. I also want to note that I was NEVER provided with any documentation of their policies. I have attached my receipt for the $1000 and, as you can see, its devoid of virtually all information, including the means of payment. Had I been provided with a copy of their policies, or told when I asked, I would have never put down any money. I do not want a store credit, since I believe they are both dishonest and engaging in extreme price markups. 
  
  Sincerely,
  
  ****** ****
  

  is dishonest. I will also be notifying **** that they have been making deals off the app, and that they go by multiple different names.

  

  Business Response

  Date: 04/02/2025

  The customer found us on **** and called to work out a discounted price and an installment plan to acquire a Tsavorite ring. We discounted the Tsavorite ring and offered the customer a $1,000 deposit to secure it through our interest-free installment plan. Our policy is clearly states in bold on every product page and on our return policy page, both on our website and on Etsy, that prohibits returns or refunds for items purchased on an installment plan. 

  At no point did any staff member tell her a refund was possible. She agreed to an 8-month plan, but after months of non-payment and no response to reminders, we tried to assist her by repeatedly offering her reduced installment amounts and extending the plans timeline. Our no-refunds on installment policy exists because we reserve the items for the customer, and reserved items cant be sold elsewhere, costing us potential sales. Despite this, we offered a $1,000 store credit, an even lower price, and further plan extensionsbeyond the agreed terms. Were committed to resolving this fairly within our clearly communicated policies. 

  I have attached screenshots of our return policy. Please let us know if we need to submit any additional information to resolve the complaint. We want to fix this in the most amicable way possible. 

  

  Business Response

  Date: 04/04/2025

  The customer is shown the refund policy on every single product page, and it also lives in the footer section of the website. Attached is a screenshot of the exact item she purchased and where it states the return policy. They are also prompted to accept the terms and conditions prior to checking out. The customer wants a refund for her $1,000 deposit on an item bought using our installment plan, but our policystated in bold on every product pageflatly says no returns for installment purchases. It was also communicated to her that the ring is secured as hers after the deposit was made. We dont allow returns because once a deposit is made, we hold the item exclusively for the customer, blocking other potential sales while they are making payments. We extended the installment plan multiple times to make it easier for the customer to make payments, and we offered a full store credit to resolve the dispute.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23146871
  
  I am rejecting this response because:
  I was never directed to/or told about the no refund policy. As I keep stating, I asked about the return/refund policy and was told that it was refundable if I didnt go through with the purchase. They still have the item, and will not be out any money by refunding me my $1000. To keep it is just greedy on their part, as they are still selling the item for the same total amount ($36,000) and will incur no loss to their earnings when they sell it. In fact, since they discounted the price for me (to $22,000), they will likely make more money than they would have by selling the ring to me. Overall, I did not change my mind about going through with the purchase. Unfortunately, one of my children had a medical emergency that I needed to pay out of pocket for, making it impossible for me to afford this ring any longer. Basically, I had to choose between essential emergency surgery for one of my kids or a ring. It goes without saying that I chose the life emergency surgery for my child. As a result, I can no longer afford this ring and really need my $1000 back so that I can pay for the surgery and still afford my mortgage for this month. In the end, the business is not out any money and will likely make additional money by selling the ring to someone else, since they were offering me a discounted price. I was never informed of the no refund policy, and was explicitly told otherwise. As a good faith effort by this business, they really should refund me my money since it is going to a necessary and unavoidable emergency surgery as well as my mortgage and was not due to me just frivolously changing my mind. As I stated, the surgery was unexpected and unavoidable. 

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

  Customer Answer

  Date: 04/10/2025

  As stated, I needed to pay for an emergency surgery for one of my kids. I need that $1000 to pay my mortgage, since the surgery was very expensive. I didnt just change my mind, I had to decide between an emergency, necessary surgery for my child or a ringI chose the surgery.