ComplaintsforGem Shopping Network, Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order date: 7/31/2024 Invoice # *******-1 I purchased 2 ctw diamond stud earrings. I thought they would be white diamonds. They said they had a special price on these that I ordered. $4750 is what I paid. When I received them, they were light brown champaign color (I also had ordered an appraisal.) I contacted customer service to ask them to send me the white ones that they promoted on their show and I would return these brown ones. All they would do is give me an RMA number to return the brown ones. They said they don't do exchanges. I would have to return these and buyt another pair. The 2 ctw diamond studs they have now are not a special but are $7995. $3245 more. I want them to make it right by sending me a 2 ctw white pair for the price I paid. This seems like a bait and swithch scam

  

  Business response

  08/06/2024

  
  Thank you for sharing your feedback regarding your recent purchase of the 2 ctw. diamond stud earrings. We sincerely apologize for any disappointment and inconvenience you have experienced.
  We understand your expectation to receive clean white diamond stud earrings. 

  We also acknowledge your concern about our Return Policy. Our policy typically does not allow for direct exchanges; however, given your situation and the confusion regarding the advertised product, we want to make this right for you. We are currently reviewing your case and working to find a resolution that meets your expectations.

  I reached out to you by phone and left a voicemail to please return my call at ************** and ask for *****. Please know that we value your satisfaction and aim to address this matter promptly and fairly.
  

  Thank you for your patience and understanding.

  Customer response

  08/09/2024

  I ordered another Diamond stud earrings.  I specifically asked the sales rep to ask the vendor ********************* if it was white or brown. The vendor said several times they were in the white range.  That he could offer such a good price because he got a great deal on them.  I also heard the vendor describe them the same way on another time he was showcased on Gem Shopping Network. I received the 2nd pair the other day.  They are also brown.  The appraisal says light brown.  The photo on the appraisal clearly shows how brown they are see attached.  I contacted Gem Shopping **************** again. After explaining, she said I should have looked at it more closely and to be more specific when I ordered it.  I DID.  Dont know how much more specific I could have been.  I even told them about the first pair that was brownish. My sales rep even asked the vendor, the *********************, and he said they were in the white range as I said. I felt like she was telling me I should know what I want when I call in and be specific.  I DID! And the Vendor CONFIRMED several times ! My expectations were very clear only to be very disappointed both times I ordered the earrings.  She just kept saying I should have checked it out better and kept talking over me.  She said to return it and include the shipping receipt and they would reimburse me. She said she would keep an eye out for another pair and asked me what my requirements were.  But she also said they would be more expensive.  Even though I told her what the vendor said.  I should get what I want for the same price.  That was my expectation.  She had also said they would give me a gift card towards another purchase. But there was no mention of it this time.  This has taken up a lot of my time and between making my expectations clear, being disappointed twice, contacting customer service, having to re-wrap the earrings and taking them to the ***** office.  I want some form of compensation.Not just a little gift card.   I want a pair of diamond studs in the white range 1.5 2 ctw. AT THE SAME PRICE . They should back what they offer for sale no matter who the vendor is.
  
  
  
  

  

  Business response

  08/09/2024

  We sincerely apologize for the disappointment you experienced with your recent purchase. The recommendations provided by our team were intended to assist you in finding a pair of diamond studs that matched your expectations.
  

  As discussed, Gem Shopping Network does not facilitate exchanges, but we do have a return policy that allows our customers to return merchandise within 30 days of receiving the item(s) for a refund if they are not satisfied with their purchase. It seems that your second purchase from the same vendor resulted in a product that was of similar quality to the first, as advised by our customer service team.
  We suggest you send the earrings back for a refund, and I assure you that I will personally assist you moving forward. Now that I have a clearer understanding of your expectations, I will do my best to help you find a pair of diamond studs that truly meet your needs.
  

  Thank you for taking the time to speak with me, and for your continued support of the Gem Shopping Network. I will be in touch with you to provide the best possible service as we work together to find what youre looking for.

  Customer response

  08/09/2024

  Thank you.  I wanted to be clear that they don't have to be from The ********************* - probably best if not based upon what I have received.  (In fact, I will be filing a complaint against him in the next few days.)  I appreciate your help.  Thank you

  Customer response

  08/14/2024

  
  

  Please note that my BBB complaint ID ******** has been resolved to my satisfaction. 

   

  With a special thank you to Gem Shopping Network for all their help.

   

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

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

   

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have not received credit for an item that was returned to GSN and confirmed received by them on 5/29/24 (see confirmation email from GSN below). The credit should have been issued by 6/8/24 but has not. I have attempted to contact them by phone but got no response. They have not responded to three emails Ive sent requesting an update on when the credit will be issued. They appear to be going through some sort of technical breakdown and I am very concerned I will not receive this credit. Please help.Thank you for shopping with Gem Shopping Network. We have received your return for RMA Number ****** on 05/29/2024. A credit will be automatically applied to the original method of payment within 7-10 days. If you haven't received a refund in 10 days from this email please contact customer service at ************ or email us at *************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/5/24 I ordered two items from Gem Shopping Network. Upon receipt I noticed that one item was not what I had ordered. The item described on camera by ***** was much more valuable than what I received. *****, the one air host, described it as a C2 or C3 0.46 ct Brown ******* surrounded by an inner and outer halo of pink diamonds. He described the item not once but twice as I asked for it to be shown again. ***** complained that the vendor was not going to be happy about the mistake of putting it on the discount wheel but Gem Shopping always honors their prices. Not true! The item I received was of lesser value: 0.46 ct of ***** *******s with a 0.27 Brown ******* and 0.09 Pink *******s. I called on 4/12 and spoke to ******** and complained about their business practices of baiting and switching merchandise as this was the second time this had happened to me. Luckily, I caught the first switch before it was mailed to me. ******** did not apologize, just gave me a return number (RMA) ****** and said they would pull the show footage and review it. I returned the item via **** 4/15/24. Gem shopping sent an email receipt of merchandise confirmation on 4/19/24. I placed a second call and was told by ******** that they had "pulled" the show footage and the host, *****, did indeed describe the item as I recalled but he was mistaken in his description. ******** made it seem as if it was my responsibility to make sure I received the item I ordered in good faith by requesting a picture of it. I called again on 4/30/24 to find out about my refund and was told it was being processed that very day. How coincidental, I said to the manager (transferred to her by ******** who seemed tired of talking to me). The manager said Id get a refund in three days. As of today, 5/9/24, I still have not received the credit to my **** card of $1107.83 or the promised reimbursement check for shipping of $56.55. It is well past the 7-10 days processing time. I want my money back.

  

  Business response

  05/14/2024

  We consider our customers an integral part of the ********************** family. Our goal is always to guide jewelry buyers toward the best purchases for a great shopping experience. Were sorry to hear that your experience did not meet our high standards, and its our priority to resolve any issues you've encountered.
  On April 30, 2024, GSN processed your refund to the **** card on file. If you have not received this refund, please contact your bank at your earliest convenience to confirm the transaction. Additionally, a check was mailed to you on May 10 to cover your return postage costs, sent to the address we have on file.
  I will reach out to you today to provide details of both refunds and address any further questions or concerns you may have. Thank you for your patience and for shopping with us. We will be in touch soon.

  Customer response

  05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The credit refund was applied to the wrong credit card and the refund check was sent to me on the 15th not the 10th. I have the ***** envelope in my possession showing I received the refund check on the 17th. I have received my funds and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the bracelet 7/2021 and paid 11, ******. The bracelet has been returned 4 times. The clasp was bent. The bracelet fell apart 3 times over the time I purchased the bracelet. Each time *********************** stated she would talk to management about refunding me. Management stated they would only repair the bracelet. I asked for a refund after the second time with no luck. Now this is the third time the bracelet has fallen apart. The item is defective. I asked *** to have the vendor refund the money Cirari but they refused. I am unable to speak to upper management. *** still wants to repair the bracelet again. I asked what going to happen if the bracelet broke again. No response to the question. The bracelet is defective and misrepresented in the quality of the product. *** and the vendor Cirari will not stand behind their product. I try working with the *** but they sell defective products and will not stand behind their items. I feel purchasing an item of that value should not fall apart within first 3 months of wearing the item.

  

  Business response

  11/10/2023

  We are truly sorry to hear that you are disappointed with our inability to issue a refund for your purchase back in 2021. Your satisfaction is of utmost importance to us, and we want to make things right.
  All of our items undergo thorough inspection before shipping, and the bracelet you purchased was not considered defective at the time. However, we stand by our commitment to provide quality products and service. In light of this, we would like to offer you the opportunity to send the bracelet back to us for a full repair.
  Our vendor, Cirari Couture, is renowned worldwide for offering high-quality jewelry, and we have had a longstanding partnership with them for several years. We sincerely apologize for any inconvenience this situation may have caused you.
  As we discussed over the phone, GSN is committed to assisting you with the process of sending the bracelet back for a comprehensive repair. Rest assured that there will be no additional charge for this service. We aim to ensure that you are completely satisfied with your purchase and the quality of our products.
  If you have any further questions or require assistance with the return process, please do not hesitate to reach out. Your satisfaction is our priority, and we are here to help in any way we can.
  Thank you for your understanding and patience throughout this process. We look forward to resolving this matter to your satisfaction.

  Customer Service Manager

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

   

  Customer response

  11/10/2023

   
  Complaint: 20848290
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  12/20/2023

  Thank you for taking the time to share your concerns with us. We sincerely apologize that our previous response did not address your complaint to your satisfaction.
  We understand that our phone conversation with you regarding the matter may not have resolved the issue completely. We truly value your feedback, and we are committed to addressing your concerns promptly and effectively.

  Your satisfaction is important to us, and we are dedicated to ensuring that your experience with us is a positive one. We look forward to continuing providing exquisite jewelry and exceptional service to you!  

  Customer response

  12/21/2023

   
  Complaint: 20848290
  *** refuses to do anything to resolve this issue. Please see the attached document I received by email.
  I am rejecting this response because the *** mis-represented the quality of the bracelet was VS clarity and g-h and color and in fact it was SI clarity and H-I in color.

  The bracelet was sent back on four separate times were the bracelet was damage and completely fell apart 3 times. *** believes that the bracelet is not defective but how do you explain

  paying ********* for a bracelet that came completely  apart not once but three times and the clasp was bent. *** and the vendor Cirair Contour completely mis-represented the qaulity of the diamonds and sold a defective bracelet. *** clearly does not care about their customers and sells defective products as well misrepresent(Fraud) the quality of the product. The company has chosen not do any thing to resolve the issue. The attorney general of GA has been notified of this Misrepresentation(Fraud). What would be the next steps in the process? As the business refuses any type of resolution at this point in time.

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

• Initial Complaint

  10/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Several times on Friday Oct 6 at 9pm, I called the viewer hotline number on the gem shopping network to ask them to showcase a piece of jewelry on their streaming site so thay I could learn the price. In order to learn the price, they asked for me to register by giving them a name and a mailing address which I gave them. (Id rather give them my private info after I decide to buy as data haresting isn't a great way to build my trust as a new customer). After they got the info they refused to show the jewelry/give the price. They said they only show to "serious" shoppers. I am serious thats why I called. I asked for their customer service number. They said they dont have one and they dont provide customer service. After that I cursed in frustration which they used as an excuse to justify their earlier statements.

  

  Business response

  10/11/2023

  Thank you *** for taking the time to provide us with your feedback.

  We sincerely apologize that your recent experience did not meet your expectations. Your input is invaluable to us, as it helps us identify areas for improvement and enhance our customer experience.
  At **********************, we have proudly served our customers for over 25 years, and we are deeply committed to providing exceptional jewelry and customer service. Your satisfaction is our top priority, and we continuously strive.
  

  If you ever encounter any issues or have further concerns, please don't hesitate to reach out to our dedicated **************** team. We are available Monday through Friday from 9 am to 5 pm Eastern Time at **************. We are here to assist you and ensure your future experiences with us are nothing short of exceptional.
  

  Once again, thank you for sharing your feedback with us. 
  
  

  
  

• Initial Complaint

  09/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought 2 Louis ********* 1 ****** and a Prada bag from Gem Shopping, only to find out the items shown as authentic bags were actually switched to knock offs.

  

  Business response

  09/25/2023

  We want to thank you for bringing your concerns to our attention regarding your  2 ******************** handbags, 1 ************ handbag, and 1 ************ handbag purchased in 2021. Your satisfaction is of paramount importance to us, and we take your feedback seriously. At GSN, we uphold rigorous quality standards, and all items are thoroughly inspected before they are shipped to our valued clients. The vendor responsible for selling these estate purses on our platform is well-known for providing authentic items, and they have been a trusted partner on GSN for many years.
  
  We understand the significance of each item having a unique item number and description for identification purposes, making it challenging to switch out items. However, we are committed to resolving any misunderstanding that *** have occurred in your purchase. In our effort to reach a satisfactory resolution, we reached out to you by phone on 09/25/23, we left a voicemail message for you. We also sent an email in attempt to contact you. I'm eager to engage with you directly and discuss your concerns in detail.
  
  To facilitate a prompt resolution and address any questions or issues you *** have, we kindly request that you reach out to our customer service team at your earliest convenience so speak with our **************** Manager. You can contact us at **************, Monday to Friday, between 9 am and 5 pm. 
  
  Your satisfaction remains our top priority, and we are here to work collaboratively with you to ensure that this matter is resolved to your complete satisfaction.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/24/22 I called in while watching a GSN show to order a pair of earrings. While on the phone with the sales person, the rep of the company whose jewelry was being presented offered me a "package deal" with reduced price on a coordinating pendant if I purchased both, which I accepted. Total for the two pieces was $5275.09. When the packaged arrived I thought the jewelry was beautiful, but immediately noticed that the leverback findings were very defective. Since GSN advertises that everything is carefully inspected before mailing I was shocked ~extremely disappointed. I called CS to ask if the company did repairs and was told they did. Requested to speak to a supervisor to confirm. His name was **** and he was quite unfriendly, offered not even hint of apology. Argued with me about whether problem could have been caused in the mail. When I asked what would happen if they couldn't be fixed he was completely dismissive. Gave me return Authorization #. Returned earrings with full documentation of postage paid, message regarding the situation, original invoice. Received earrings back 12/4/22 and NOTHING was changed, despite a form claiming that they had been repaired. Called CS again and was told to talk to someone named *****, who was not available that day. Finally managed to speak to her and once again received no basic apology, was not even pleasant. Argued that I had not sent documentation of postage paid to return earrings (I absolutely did). Told me she would send me an email providing a way to "prove" this and gave me another RMA #. Never heard from her. Efforts to f/u not successful. As I had no more faith that GSN cared or would help me, instead of returning them AGAIN I took them to a local master jeweler and paid $150 to have him add additional gold to the finding, telling me that these earrings were not produced correctly and therefore that was the only way to make them wearable. Also confirmed that there is no way they had ever been "repaired."

  

  Business response

  06/20/2023

  We sincerely apologize for the overall experience you had with our company. We deeply regret any rudeness or lack of apology you encountered with our team. 
  We have made several attempts to contact you in order to address your concerns and find a resolution. We left voicemail messages, but unfortunately, we have not yet received a response from you. We genuinely want to resolve this matter and ensure your satisfaction.
  Please consider returning our call at your earliest convenience. Our dedicated customer service team is eager to listen to your concerns and work towards a solution that meets your expectations. You can reach us at **************.
  We value your feedback and appreciate your patience in this matter. It is our goal to provide excellent customer service, and we are committed to rectifying the situation to regain your trust.
  

  Customer response

  06/21/2023

   
  Complaint: 20192031
  
  I am rejecting this response because: Just to set the record straight, I only received one voicemail from GSN, so if you called more than once these calls never reached me and my phone has no record of them. That said, at this point there is no need to communicate by phone as I have been very clear about what a somewhat fair resolution to this very bad customer experience would be in my eyes. If you would like (once again) for me to send proof of the $67.65 shipping and insurance I paid to return the defective earrings to you to be repaired I can send that by email. The same goes for the receipt from the jeweler for $150 I paid to actually have the earrings repaired. All I would need is the correct email address.
  
  ************************************************

  

  Business response

  06/21/2023

  Thank you for reaching out to us and providing your feedback. We appreciate your response, and we apologize for any disappointment or inconvenience caused by the way things were handled with our management team.
  

  To address your concerns and provide a satisfactory resolution, we kindly request that you please send copies of your receipts to our customer service email at **********************************************

  Our team will thoroughly review your case and ensure that appropriate measures are taken to address the issues you have raised. Rest assured, we take customer feedback seriously, and we are committed to continuously improving our services. We will make every effort to reach out to you via email and work towards a resolution that meets your expectations.

   Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding. We look forward to resolving this matter and restoring your trust in our company.

   

• Initial Complaint

  01/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November 29th I ordered from Gem-Nice on a flash sale $27.98 cast iron cooking set in blue. I have contacted their customer service and ****** or ***** have lied time after time. Refused me a refund. I paid shipping and the order confirmation has my address and phone number. I will never see the merchandise. They are fraudsters and thieves.

  

  Business response

  01/13/2023

  I'm sorry for your experience from an online company name Gem-Nice. Your review was selected for the wrong company. We are Gem Shopping Network and we only sell jewelry on TV and Online. 

  We are in hopes you can reach the company mentioned in this complaint for further assistance. 

  Thank you 

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have returned merchandise which GSN received on Nov 14 and Nov 22 previously I e had money returned to my account or credit card within 2 or 3 days. This time I returned a pink diamond ring rcvd by GSN on the 14th I paid cash bi my debut card $1980. There has been payment issued. Further nov 22 they rcvd another return valued over $4800. They advertise their AAA rating with BBB to assure you they stand by their word about refunds ******************************************************************************************************** exact packaging as received with all tags attached. Why are they playing with returning my money now. I've requested 3 times on the phone and written twice to customer service with no response except its in progress and the accounting people cannot be spoken to because they work computers at home. Please help. *********************** ************. ************************

  

  Business response

  11/30/2022

  We are sorry if our return policy was unclear. We received your merchandise on 11/14/22 & 11/22/22 and apologize for any inconvenience. Due to Thanksgiving Holiday, there were some delays. Refunds take **** days upon receival of merchandise to process as stated in your refund return receipt confirmation.

  As of 11/29/22, all refunds due has been returned back to your credit cards. I tried reaching you by phone on yesterday 11/29/22 to discuss your credits and answer any questions you may have. We would love for you to reach out to our team by phone to GSN ***************** Monday-Friday ******* Est @************** for further assistance. You can ask for ***** or dial my extension ****. Please let me know if you need any additional information.

  Thanks

• Initial Complaint

  10/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on october 15, I ordered 2 rings that were being auctioned on gem blue, on gem shopping network. i was told they would be sent by monday or tuesday. that would be 2 or 3 days. after several days went by, i called them and asked about the rings. i kept getting the standard response about quality control. i called day after day and was promised calls back, which didn't come. finally i found ******* who promised o find out what happened to my order. she said on of the rings required deep cleaning and had to be sent back to the vendor. that was srtange because they were supposed to be brand new. but that they would be shipped today. of course, that has not happened and i think it will continue to be the same response day after day. this was my first purchase and i would be crazy to try to order from them again. i will be very surprised if they are ever sent. i have bought literally hundreds of pieces of jewelry from many different sources and have never had this kind of trouble. not a good way to do business. they were made aware that i had to pospone my wedding due to their lack of care. i don't think that mattered at all, obviously. i am very sorry i tried doing business with these guys.

  

  Business response

  10/28/2022

  Thank you for your review. We're sorry to hear that your experience didn't meet our high levels of customer satisfaction. We responded to every inquiry you made as quickly as possible and made contact with the vendor to put a rush on your merchandise. Your order is scheduled to arrive today 10/28/2022 by Fed Ex. I tried to contact you by phone on yesterday 10/27/2022 and left a voicemail to advise a solution to resolve this issue.

*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. ↩