Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/20/2024 I purchased an engagement ring for about $5,000 (incl. taxes) from ************************************************ The confirmation email stated estimated shipping date 12/12/2024.The engagement vacation and activities were planned and booked for the end of December. Unfortunately, C&C kept ghosting me, but when I finally got someone to talk to via their chat feature on their website (nobody ever replied to my emails or picked up the phone), I was informed that they are behind and it will take more than 15 business days to finish the ring. However, I was promised that the ring will arrive before my girlfriend and I leave for our vacation (12/20/2024). Again, I did not hear anything from them so I had to follow up again. On 12/18/2024 I was told the ring won't arrive until early January 2025. That ruined the planned engagement, loosing thousands of dollars, caused by the unprofessional business behavior C&C puts on display. Early January the ring finally arrived. However, C&C manufactured the wrong size. The ring is now a 7.75 instead of the 7.25 I had ordered. I sent the ring back from them to resize it. Again, I did not hear anything from the business until I followed up. I was told, resizing takes 15 business days. When those 15 business days were over (2/4/2025), I received an email that the ring cannot be resized and will have to be remade, which will take another 15 business days. At that point, I've lost all trust in this business and demand my money back. This demand is being ignored up to this point. I'll need the help of the BBB to resolve this matter ASAP.

  

  Business response

  02/06/2025

  Hi, 

  Thank you for your feedback! We sincerely apologize for your poor experience with company. We can confirm that we have contacted you regarding your refund. Again, we sincerely apologize for the poor customer service you experienced with us.Thank you for allowing us the opportunity to address your concerns.

  Warm Regards, 

  Charles & Colvard

  Customer response

  02/06/2025

   
  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

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We placed an order on 12/17/2024. On the website and when we placed the order, we were given a ship date of 1/8/25. This was within the 15 days there website advertises for custom made pieces. On 1/8 we did not receive an email with shipping and tracking information. I contacted the company and they stated that there was a delay and our new shipping date would be 1/13/25. The online order status continues to only say order received, which I asked about and was told there was also a delay in updating the online portal. Checked again on 1/13 and was told there was another delay and the order would ship on 1/16. Checked again on 1/16 and was told they were not sure what was going on with the order and could not give me a shipping date. Since 1/16 we have contacted them every business day and keep getting the same response....."We do not have an update or a new shipping date", "We will look into your order and get an update by end of day" " Management is working very hard on getting an update". It is now 1/21 and we still dont have an update, shipping date, or ring. This company has made no attempt to give is answers on where our ******* ring is. I have tried calling every number they have and their online chat. We keep getting the same 2 people, **** or ****, that answer the phone. We have asked multiple times to speak to a manager and they only say they will send them a message to contact us, which they NEVER do. **************** seems like a scam and so does this entire company. Hiding behind excuses and giving people the run around. I'm not sure we will ever get our ring that we paid for over a month ago. I don't know who else to turn to for help with this matter. We even tried to call their corporate headquarters and are immediately transfered to the same customer service idiots, **** and ****.

  

  Business response

  01/28/2025

  Hi, 

  Thank you for your feedback! We do apologize for your experience as this was certainly not the level of customer service that we strive to provide. We can confirm that your item was shipped out on 1/23 with overnight shipping. Thank you for working with us and for allowing us to make the situation right! 

  Warm Regards, 

  Charles & Colvard 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed two orders both of which were immediately cancelled. One email of cancellation even came in before the confirmation email. However both transactions are completed on my bank records. First few attempts at contacting them I couldnt even get a hold of customer service. No response via email as well. Finally got someone on the line and suggested to contact the bank.

  

  Business response

  08/27/2024

  Thank you for sharing your experience. The customer was contacted on August 27th of two refunds that were issued on August 11th and August 13th. Warm Regards, Charles & Colvard ****

  Customer response

  08/27/2024

   
  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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ring from them and received it on 02/08/2024. Returned it on 02/09/2024. Now I cannot reach them by email, phone or chat. I need the refund credited back to me on my Affirm account.

  

  Business response

  02/15/2024

  Thank you for sharing this experience with our office. We have notified the customer that their account has been closed and refunded. We have informed the customer to contact our office directly if they have any further questions or concerns as this issue has been resolved.   
  
  Warm Regards,
  Charles & Colvard

  Customer response

  02/16/2024

   
  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

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I return their item within 30 days of purchase. I contacted the business 3 times. The called and I sent email. This business is not refunding me my money. I submitted their vague reply on September that I need to contact them if I dont get refund by 7/28. If it means next year then I cant wait this long. Over the phone they promised to refund but still havent refunded. Please help.

  

  Business response

  10/09/2023

  Thanks for sharing this experience with our office. We've notified the customer that her account has been closed and refunded. Weve informed the customer to contact our office directly if she has any other concerns as this issue has been resolved.   
  
  Warm Regards,

   

  Charles & Colvard

  Customer response

  10/09/2023

   
  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,
  
  *************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have made a total of five purchases with C&C beginning in June 2023. The first item, an emerald ***** was in stock and shipped promptly. The second and third orders, **** and sapphire rings were not in stock and I was told it would take 15 days to produce. It took over a month, which would have been fine if I received timely and accurate status updates. Every time I called customer service for help I get received the following boilerplate answers: - Your order will be made and shipped within 15 business days;- I've reached out to our production director for an update;- I will get back to you with an update, please allow 24 hours to get a response;- I will contact a supervisor who will get back to you with an update;- The supervisor is not available.I received these same scripted answers EVERY SINGLE TIME I called customer assistance but NO answers on the TRUE status of my order.After contacting customer service several times, I finally received the second and third orders, now I am going through the same process with the fourth order which was placed on July 1 - a month and a half ago. Once again I have had contacted C&C several times via email, phone and chat and I am getting the same runaround treatment and scripted answers. If I get answers, they are non-answers like the ones above that tell me absolutely nothing about the order. I havent yet inquired about my fifth, and final, order because it has not yet been their required fifteen business days but I am expecting the same treatment.Its a shame because C&C used to have a very good reputation for quality and customer service. In the items I have received so far, the quality seems okay, but customer service is severely inadequate and frustrating to say the least. I would like to receive the remaining two items I have purchased and then will shop elsewhere for future products because I have lost faith and trust in this company.

  

  Business response

  08/28/2023

  We've been in contact with the customer and provided her with shipment status, which she accepted. The order has been delivered as of 8/18/23 and the  customer has been provided with *** tracking information. The customer is satisfied with the outcome of resolving her concerns.  
  
  Regards,

  *******

• Initial Complaint

  07/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a ring on June 27, 2023 (*********) as a gift for a special event coming up on July 26th. After not hearing anything for literal weeks I followed up via email. I was told my ring would be done July 19th and Id receive my shipping information that day. After not receiving anything, I followed up today via live chat. I was reassured the delivery would be expedited to ensure I had it in time for the event.Shortly after that resolution being presented, I received a phone call letting me know because of a processing error on the part of Charles and Colvard my ring had not even BEGAN production a literal month after I paid for my order.Obviously upset and frustrated I asked to speak with a supervisor and magically no managers are available.I want to be contacted by a supervisor a refund at this point in time will not resolve any of the issues I now have with finding a comparable replacement gift on such short notice.

  

  Business response

  07/21/2023

  Thank you for sharing this feedback. We have spoken directly with the customer and have resolved the issue. Their order shipped yesterday, Thursday, 7/20 with overnight delivery and we have provided the customer with their tracking information via email.

  Charles & Colvard Customer Service

  Customer response

  07/21/2023

   
  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. I would like to report that the complaint I filed has been resolved.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number ********* placed on 6/20/23 on the Charles and Colvard website in the amount of $2,069.01. I called customer service on 6/23/23 to update size and they upgraded shipping to overnight. They sent the **** CTW DEW Round Forever One Moissanite Wedding Ring in 14K Yellow Gold via *** Ground shipping instead of overnighting. There was a 15 business day creation time for the **** CTW DEW Round Forever One Moissanite Trellis Three Stone Ring in 14K Yellow Gold which wouldve been 7/11/23 and receiving it 7/12/23 with overnight shipping. I still have not gotten my ring on 7/18/23. I have repeatedly provided customer service with my information and asked to speak with a supervisor. One is never available and ** told she will call me back but *** never received any contact from her. Another issue is order number ********* for the **** CTW DEW Round Forever One Moissanite Halo Engagement Ring 14K Yellow Gold I placed on 6/8/23. It was canceled on 6/15/23 and I was told that would stop it from being created and shipped to me since I had been refunded. I received that ring on 7/3/23 without any communication from the business. When I contacted them to say theyd sent me a cancelled item, they didnt know it had been shipped to me and couldnt tell me why.

  

  Business response

  07/19/2023

  Thanks for sharing this experience with our office. We've been in contact with the customer and provided her with order shipment information for order *********, which she accepted. The order has been shipped with overnight delivery and the customer has been provided with *** tracking information. Weve also sent return instructions for the customer to return the  ring for order ********* and she has agreed to follow the return process upon delivery of the original order. The customer is satisfied with the outcome of resolving her concerns. 
  
  Warm Regards,
  
  
  Thanks!
  Charles & Colvard ****************

*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. ↩