Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered one necklace on 10/28/24. I received said piece and wore it a handful of times. I abided by care instructions and stored it properly as well. 2 months with appropriate care and wear, and it is completely tarnished. I reached out to their email, and was told that after 30 days, they didnt guarantee their jewelry. A piece over $100 with such little warranty and the response of oh well I received is very disheartening, and seems wrong.

  Business response

  02/06/2025

  Our customer service team has reached out to the customer and have provided her with the requested refund. This case is resolved. Thank you!

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a piece of jewelry for my mom on Susan Shaws website. The quality was so poor it broke the first week she wore it and then they didnt stand behind their product and make her/me, the customer, pay to fix it. So disappointed! Its pretty but I will not buy from them in the future due to their poor craftsmanship.

  Business response

  10/21/2024

  Hello,

  We are very sorry that your Susan Shaw jewelry broke! Susan **** gladly replaces items if they are defective or damaged within 10 days of receipt. As stated on our website, any repairs needed after that will be subject to a repair fee, dependent on the type of damage, up to 12 months after purchase. Unfortunately, we did not receive notice from the customer that the piece broke until September 19th, at which time we asked for proof of damage in photo as well as proof of purchase. Since this was over the 10 days of receipt (the ordered was delivered on July 30th), we offered a nominal charge per our repair policy to fix and ship the piece, which the customer accepted via email. 

  We sincerely apologize for the damage to your piece of jewelry, and hope that the fixed piece will be much beloved in your jewelry box. 

  Customer response

  10/24/2024

  Complaint: 22419707
  
  I am rejecting this response because: Ten days to warranty a poorly crafted piece of jewelry is unreasonable.  Please refund the $13.00 paid. 
  
  Regards,
  
  ******* ******

  Business response

  10/29/2024

  Hello,

  We have decided to honor your request of the refund of $13.00 for repairing your product. However, please note that in the future, we will stand by our repair policy that is stated on our website. Thank you. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 items from Susan ****, a bee necklace and a lapis bead bee toggle bracelet. I contacted the company because the bee charm on the bracelet (I have owned less than 6 months) broke off. I was told to ************* which I did. I have not heard back re next steps. Please help!

  Business response

  09/30/2024

  Hello, we are so sorry for the delay in response to the email that you sent on Thursday as the photos you sent went to our Spam folder. We have responded to your email, and once you approve the repair and cost of repair, we will proceed with the return. Many thanks!

   

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *** made several attempts to contact someone about the date I will receive my earrings I ordered on 6/11 for 64.05.No communication. No email updates. Even the person I called didnt know.

  Business response

  06/28/2024

  Hello, our customer service team reached out to **************** after her initial email to our team to let her know that the item was out of stock, but should be in stock again soon and that it would ship out as soon as possible. They also spoke on the phone regarding this matter. The item has shipped and the customer has received the tracking number via email, which says it should arrive to her home by 7/2/24. *** Tracking number 1Z684AF20317529402.  We believe that the customer might have missed our emails to her regarding that the item was out of stock, and the email that said when the item was ready and when it shipped. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  paid for the product and tried to return within the time frame. To date I have sent four emails and told to refund product within 15 days. No response, sent product back, unworn in original packaging. No response, No refund of $151.Very disappointed.

  Business response

  04/29/2024

  Hi BBB team! 

  Thank you for reaching out to us about this complaint. I am so sorry these apparently were going to a spam folder. During a recent audit this was just discovered. I was able to pull up ********************* order history. It appears she ordered, returned, and was fully refunded within a reasonable amount of time.A customer has 15 days from the time they receive their order for them to simply begin the return process. We see that the refund was made within this time. Is she complaiming she did not receive a refund? Attached is a screenshot of the complete order history, with time stamped dates. 

  We were seeing if this complaint could please be removed. 

  Thank you so very much,

  Susan ****

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased on two occasions at Susan ****. One in the amount of $359.00 on 4/27/23. The other purchase was on 4/21/23 for $188.00. I returned three of the earrings at my own expense. I could not find the receipt to go through their system. You needed an order number. There was a buy some and get others at 50%. I bought the required amounts. When I returned the three earrings. All of the merchandise that I purchase reverted to full price without their even notifying me. So I essentially bought all items for full price even though there was a sale. I only received a $30.00 credit on 5/12/2023. So I essentially bought all items for full price. They do not clearly state that if you return any items the entire discount will disappear. I bought all the required items at the time. I never would have sent the items back if I had known that everything I purchased was at full price. I would not have purchased the items for full price to start with. I feel that their practices are deceptive to be honest. They didn't answer my first email. Their second email by ******** said I got a $158 refund on 5/21/23 when in fact I received a refund of only $30.00 on the $188 sale. I have asked for details but she only gives me wrong information. Is this how they treat a good customer? Buyer beware of this company.

  Business response

  08/18/2023

  Susan **** had a buy 1 get 1 half off sale. 

   

  This customer purchased 4 items.

  ******* Studs
  SKU: 1700D
  $60.00$30.00  1
  $30.00
  Discount: -$30.00 (mothersday2023)
  
  
  **************
  SKU: 1700B
  $60.00$30.00  1
  $30.00
  Discount: -$30.00 (mothersday2023)
  
  
  Turquoise ******************
  SKU: 1270TQ
  $68.00 1
  $68.00
  Discount: -$0.00 (mothersday2023)
  
  
  ****************** Studs
  SKU: 1700A
  $60.00 1
  $60.00
  Discount: -$0.00 (mothersday2023)

   

  They then returned three of the items. all three of the following earrings: 

  ********************
  SKU: 1700D
  $60.00$30.00  1
  $30.00
  Discount: -$30.00 (mothersday2023)
  
  
  **************
  SKU: 1700B
  $60.00$30.00  1
  $30.00
  Discount: -$30.00 (mothersday2023)
  
  
  Turquoise ******************
  SKU: 1270TQ
  $68.00 1
  $68.00
  Discount: -$0.00 (mothersday2023)

   

  It was made clear that upon return of the items, the one that was kept would revert back to its original price and be discounted from the store credit total. This is not bad business. it's simply business. She wanted to buy two items to get 1 half off and then return one of those and keep the item at half off. That simply is not the agreement with the discount. The stipulations for returns of discounted items was made clear on our returns portal. Yet she was surprised at her total credit. 

   

  Therefore she reached out in two emails: 

  " Hi ********,I cannot seem to find the original invoices. That is why I requested them twice to no avail.It must be under some obscure headingbecause I own an Apple computer and most invoices come up readily.I could not access your returns portal because it is linked to the invoice #/order #.I am not sure which grouping of jewelry is in which salehence the reason I needed a copy of the invoices. So I would not know which item to return. I'm not going to return an item that was worn obviously.I had two orders.I guess I'm fine with the store credit or even if you sent the earrings back to me that I sent. I would be fine with that as well and you can take back the $30 credit. I am not trying to scam anyone.Sometimes, a retailer gives you the discount over the amount of items if one is returned. I have seen that but I sent back three pairs of earrings to only get a credit of $30 seems unfair overall. I am certain nothing on your bill of sale says that if you return one of the items all prices revert to full price. In any event, I buy tons of stuff online and have never been duped like this before. I understand there are scammers out there but I'm not one of them. I was actually a new good customer.A store credit or a return of the earrings I sent with the credit of $30.00 reversed would be fine. I wasn't looking for an item for 50% without participating in the Mother's Day sale. I thought you would prorate it over the stuff I bought like other retailers. It is what it is at this point. Here's an idea. Stop running these kinds of sales(especially on Mother's Day) where the customer feels supremely ripped off when a product doesn't work out. Run a true sale. Think about your business for a minute. It's bad business and bad press." 

   

  "********,Thank you for returning what was owed to me.After reviewing the invoice, it is VERY clear that $30.00 for a credit on a $188 order was crazy and wrong. So no gesture of customer appreciation was needed.You just needed to revert the one item back to original price and give me back what was owed on the return.Sadly, you never took the time to really look at the invoice or assist.No one was trying to scam anyone. I was just trying to get back what was properly owed to **** do hope in the future you do better at your job.You are not serving the company well as their reputation is at stake with this kind of behavior. I will pull the BBB complaint I filed."

   

  Due to her disgruntlement, we lifted the stipulation and took the loss for the 50% of the item and refunded her the full amount paid for items that should have been at full value price. That being said I am attaching a document showing proof that on July 20, 2023 she was refunded and above is her email accepting it. This complaint was filed prior to the refund and thus why it is here. While I am sure we can agree it should not be, this customer received a refund back. 

   

   

   

   

  Customer response

  08/21/2023

  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.

  Thank you BBB. I do hope all of this goes on their business record. They had resolved it after many emails and frustrating communications. Sadly they still think the $30.00 initial return was right. It was not correct from the onset and I was owed the amount actually given to me in the end. Seems the customer service rep and the company cannot actually do the basic math. I initially was not asking for any deals just pointing out that some companies do honor the 50% off even if returns. If not, I was still owed far more than $30.00 on an order of $188. I didn't have the invoice in hand to tell them the exact amount as I had asked several times when that email was initially written. If I returned 3 our of four items and one goes back for full price then you cannot give me back $30.00 and think that's okay on a $188 order...Sorry but this is bad business! The whole transaction was shady and I will never purchase from this company again! Glad they still think they are doing a great job. Buyer beware is all I have to say.

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

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased jewelry from Susan ****, and the bracelet that I purchased broke apart after only wearing it three times. I sent it in to the company at my expense and have reached out to the company several times through email, messenger. They will not return my emails to give me information when I will receive my bracelet back. I would like a refund if they are not going to send my bracelet back. Order # ***** $65.00 ordered on June 3rd sent back on July 27th

  Customer response

  08/11/2022

  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.

  Thank you, but the company finally sent out my jewelry. I think warning them about reporting them to the BBB help.

  Sent from my iPhone

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

*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. ↩