Frost NYC
Reviews and Complaints

SCAM ARTISTS AT WORK

I’ve been LIED to multiple times, intentionally DECEIVED & MANIPULATED, even had my own jewelry HELD HOSTAGE over my previous Google review, which I was BLACKMAILED into changing. LANA & FROST NYC have now wasted 4 MONTHS of my time

I sent my chain in to be repaired on 4.14.24. Frost ruined it & sent it back to me destroyed! Mirna apologized & sends me a return label to get it fixed

When I got it back the 2nd time, it STILL wasn’t fixed! Mirna said they repaired it the best they could but it wasn’t repairable. I asked why they didn’t tell me this BEFORE sending back a ruined chain AGAIN? I also reminded them of their LIFETIME WARRANTY which states – IF WE CANNOT FIX IT, WE WILL SEND YOU A REPLACEMENT FREE OF CHARGE!

After a bunch of back n forth arguing, Frost lying & scamming me, they even accused me of ruining my own chain They finally agree to replace the chain they ruined. But they no longer carry it, so THEY offer to replace my 8.5mm Hollow w/ 8mm Semi-Solid. I agree, sent back the ruined chain & waited WEEKS for the replacement

3rd times the charm, right? WRONG! Frost sent me a DIFFERENT style chain, a SMALLER one (7.5mm) I let Mirna know & she said Frost Management decided to send me a smaller, “more tightly wound” chain to ensure I wouldn’t have any more issues. WOW! So Frost Mgt. just decided to send me a different chain without telling me or asking my opinion/permission after we had an agreement?

After I leave a negative review, Lana w/ Frost Mgt quickly reachs out to me. She apologizes for everything & says to send the chain back & they will “MAKE ME A BRAND NEW CUSTOM CHAIN”. She promises to send me pics & a video to get my approval before shipping it. I agreed & send the chain back for the 4th time

Once Frost got it back, they say they won’t start making my new chain until I update my review & that its store policy. BLATANTLY HOLDING MY CHAIN HOSTAGE UNTIL I CHANGE MY REVIEW! Since when did reviews become more important then customers getting what they PAID for & are promised? & what company has a policy where its ok to BLACKMAIL customers by holding their property hostage in exchange for updated reviews?

Its now been 3 months, we made a new agreement on a replacement & I wanted to be done with it all. So I stupidly agreed & changed my review to 5star with a shout-out to LANA so they could start making this new custom chain

2wks later, LANA says my chain is finished & will ship it out. She sends dark/blurry pics & a grainy video which purposely didn’t show any detail. But in the pic I noticed a marking on the chain. A distinct marking that my OG chain had… Would she really be trying to pull one on me? After EVERYTHING?! I tell her I DON’T approve & ask for better pics & a clear video. I also

tell her I suspected she’s trying to send me my OG chain instead of the one we agreed on. I was upfront & gave her the chance to stop playing games & send me the right chain

Lana’s response is panicked & she tells me “This has gone on long enough” & that she already shipped the chain, even tho she promised to wait for my approval. She tells me that not to contact her anymore on this # as shes no longer comfortable discussing company matters on her personal cell… Even tho SHE reached out to ME on that #

I swear to God, LANA & FROST 100% SENT ME BACK MY OG HALLOW CHAIN. AFTER AGREEING TO REPLACE IT WITH AN UPGRADED 8.5MM SEMI SOLID CHAIN THAT WAS MADE JUST FOR ME. I HAVE PICS & VIDEOS W/ DATES BUT TOOK IT TO 4 WELL KNOW JEWELERS WHO ALL CONFIRMED THAT ITS HOLLOW. ALSO THAT ITS NOT NEW & HAD 15+ LINKS POORLY REPAIRED

Misrepresenting & lying about what I was given, deceptive business practices & purposely committing consumer fraud! See pics for some of LANAs blatant lies, deceitful tactics & trying to scam me first hand. I’ve bought 3 chains from Frost & this is the thank you I get for being a loyal customer. Absolutely disgusting & I think it’s illegal

Worst experience I've ever had with an online site. I ordered a 14mm chain and received a 11mm chain. I contacted them several times through emails to find out how we can resolve this issue with no answer from them. It's ridiculous that they can just send you what they want and get away with it.

They fake they will not give be a refund even then it clearly states on their website that they do. Then they called me about my bad review about they fake jewelry they tell me in other to exchange my chain or get store credit I have to change my review about they store now what store does this if its real

This is the worst place to buy anything. I bought a bracelet for my daughter , returned 2 weeks after I had received it. No refunds. They made me get something for the $700 I had spent. They received the returned item on January 13th and still I have not received the new item. I have called many times and spoke with Tim ( supposedly ) the manager and keeps telling me it will send it to me next week. I want my refund. This is not a trust worthy business. Where do I need to report them?

I purchased a Rolex spring 2019, and they mentioned i would be able to trade the watch in for upgrades and not lose value. I called to see about an upgrade and they then told me I can only upgrade if I spent 2x the watches amount. When they mentioned this originally I did ask a few questions regarding that and they never told me I had to upgrade double the value for a trade in. Also when I purchased the watch I asked if they could test the diamonds in front of me which they did not. I did move forward with the purchase and got the diamonds checked, they were real however it was strange they don't have a tester on site for clients. Also their authentication paper work of the Rolex is not original, it's their own laminated version.

I bought a necklace from this website in January. The package never arrived, and someone signed for the delivery fraudulently. My name was misspelled on the signature. I've reported this to the San Antonio Police and filed an FTC complaint. Despite acknowledging the issue, Frost NYC hasn't resolved it, and my communications with Jessica have been unproductive.

I ordered Jewelry three times through the business . Due to the COVID19 pandemic the shipping was going to be late. As a result they told me that I would receive a refund for the three orders placed in the amount of $30 for each order $90 dollars total. I have yet to receive the refund I was promised. I have been in contact with them regarding the refund and they have yet to respond to my complaint. this is over a month now and still no refund has hit my account nor have I been able to speak to anyone about the situation any further .

Twenty one days ago I purchased a necklace online from this company, I was promised a certificate of appraisal and guaranteed to receive the same necklace pictured on their website. When I received the necklace the clasp was completely different, 10K is not stamped on the clasp as promised and the certificate of appraisal is not included, I contacted the company numerous times and to date there has been no response on the issue other then a manager will be in contact with me. They emailed me stating to send the necklace back and they will fix it, my problem with that is that this company has done this to numerous customers after looking on the ComplaintsBoard.com website

I purchased a personalized from this company which is supposed to 14k gold. My first issue is that it took longer than expected which i took as covid 19 issues. When i received my necklace it was ok even though I was promised a bigger chain than what i received, i just took it as a loss. after wearing it for a while it began to fade. 14k gold doesn't fade. so I returned it with me paying for shipping around January 21st. they "fixed it" and returned it to me around 2/8 or 2/9 . Now i looked at my charm again today 3/29 and it doing the same thing and they want me to pay a $30 shipping fee. This is such an inconvenience for me to have to pay and keep running back and forth to *** for their mistakes.

This company agreed to make me an 8 inch SOLID ROSE GOLD bracelet. Their website reads 100% REAL GOLD jewelry, NOT PLATED. FALSE! Upon receiving the bracelet, it was longer than the agreed upon 8 inches. I had to spend $85 to get the bracelet shortened. While the goldsmith was shortening my bracelet, it was discovered that the bracelet was yellow gold PLATED with rose gold, i.e. NOT SOLID. I reached out to Frost NYC advising them of the same and requested a refund. Much to my surprise, Izzy responded stating that rose gold jewelry is normally microplated and that because I had work done by a third party the warranty and return policy is voided and he will not be accepting the bracelet for a refund. Again, their website reads 100% REAL GOLD jewelry, NOT PLATED. Further, I would never have discovered the fraud had I not taken the bracelet to a goldsmith to have it shortened.

I purchased jewelry on 11***.20 and received package on 12..20 opened it looked at jewelry seen how small and light weight it was it was then I determined to send it back for a refund. I contacted them via email on 12..20 for return received RMA on 12..20 put package in mail on 12..20 in same packaged material it was received in except a new FEDEX box and label was used. Packaged was signed for on 12..20 and I didn't hear from them until I contacted them was told it takes 14days for refund so I waited. When they did do a refund it was only a portion so I contacted them again and was told that her warehouse confirmed they only received the ring and not the necklace which is totally false. This company is a rip off and does not ever honor their own refund policy which is the only reason I even purchased from them in the first place. They own me $533.00 and I'm still waiting to hear from management.

I purchased a 10K 20inch gold cuban link chain on June 17. The item was delivered on June 22 at ***pm ET. I immediately took the chain to a local jeweler to have it tested to make sure it was real. I paid almost $1200 for the chain. The first jeweler did an alkaline test and said it was not real gold and in addition it was not even gold plated. I then took it to a second jeweler to get a second opinion the second jeweler advised the same as the first after they performed an alkaline test. Literally within 2 hours of getting the chain I promptly sent it back for a refund. I included everything in my return package that came in the original package. Frost NYC received my return on June 24. Exactly one week after they got the chain back they advised I was not entitled to a refund only a store credit! I contacted the store via phone and was treated so rudely and when I asked for a supervisor or manager I promptly hung up on. I have filed a credit card dispute with my bank so that I can get my money back and am awaiting a determination from them. I have tried to advise other unsuspecting buyers of this crooked company that claims they have 100% gold and then sends you costume jewelry instead but the company has blocked me off of their social media!

I received merchandise from this business. When I received it, it was nothing like what I ordered. The items were purchased on a lease agreement through *** Credit. I sent the merchandise back to Frost NYC because I what I got was not what was shown on their website. They assure me that once they receive the merchandise it will be processed and lease terminated with ***. The merchandise was received by frost nyc according to fedex tracking on December *** at 10:08am. The package was left with receptionist and signed for by A.Danny. I contacted Frost NYC on 12/*** or 12/*** and was told that they received the merchandise but give them 5 to 10 business days to process and send *** a cancel of lease so I can be refunded my $70 I put down to even place the order. Yesterday on 12/*** I contacted *** to see if Frost nyc send the cancel of the lease and *** had not received it so they contacted Frost nyc while I was on hold and Frist NYC told *** they never received the merchandise. I sent proof to *** that frost nyc did in fact receive the merchandise. I then contacted frost nyc via email and sent proof that their company signed for the package and in fact received it and that I spoke with one of their customer service reps who said they received the package.

We ordered the chain back in June and when we received it the chain was a 10k instead of a 14k we didn't like the way it looked. We reached out to them and told them what happened they agreed that they would give us a full refund once we send the chain back but they would not provide us with a shipping label. We shipped it back through Fed Ex. Once they received the chain we got an email saying that we made an order for the chain again we told them that we didn't and they agreed to cancel it. We reached out to them for the refund and they claimed that they sent it that it should show up on the account to reach out to the bank. We reached out to the bank they said they see no credit. We decided to open the claim. Once we opened a claim we received a package with the chain. We reached out to Frost NYC they said it was an error. They sent a shipping label to return the chain and said they would send a refund. We got notified through *** when they got the chain back. We heard nothing from the Bank or Frost NYC till we noticed the charge back had reversed on September *. I have been calling Frost NYC to get our refund since our bank closed the claim due to a time lapse. Frost NYC says that they have not received the charge back to their bank yet therefore can not send us our money yet. Bank of America confirms they returned the money on 9/*/2019.

Ive never had an experience like this in my entire life Im only *** is so beyond unbelievable. Ive never in my life filed a complaint but its to the point where I dont know what else to do. I ordered a $500 chain from this company a couple days after ordering it I decided to cancel it because I needed the money due to losing my job. I called and emailed and finally received an email back that the order did not start the shipping process so she requested a cancellation no problem and Id receive my refund soon. 3 weeks pass and Ive sent multiple emails, they told me my money was coming soon and that they dont know an exact date when Ill receive it. Then I receive an email saying that my order has been shipped and if I wanted to get a refund I would have to return it. I specifically cancelled it so early on so I didnt have to go through the refund process because its frustrating especially when its in a different country. Then I clicked on the tracking number from that email and its the complete wrong address and name, so I let them know and sent back a frustrating email and they emailed me back by saying tracking number and the same link they sent me in the last email. If thats not the most ridiculous response I could have ever gotten then I dont know what is. Its like they didnt bother to read my email. So I respond again and then I receive an email saying they apologize for the misunderstanding and that my item is being shipped and they send me another tracking link that says my item is in Jamaica. At this point Im so mad at the customer service, just baffled, I answer by asking when I will receive the item and how can I get my refund back ASAP and how do I even return it because theyve given me no info. I get an email back saying contact Canada post for further details and youll get your refund once we receive the item. I truly believe the people receiving my emails arent reading them at this point. I asked how to return it and that was their response. Useless emails back and not to mention theyve ignored many of my emails phone calls and they respond days later. Extremely unprofessional all I want is my money back I needed it 3 weeks ago and no one seems to care or to know how to do their job properly.

First and foremost, any company who thinks they can hold a customers product and their money and refuses to release until signing an agreement to 20% restocking fee is a company that I would not go near. I had purchased a rolex datejust 36mm and had it upgraded to 3ct bezel. I asked if they could price match an identical piece minus the sapphires and they told yes. Now the watch that is custom is the bezel which was suppose to be 3ct in white gold. I followed up on 12//12 and asked that I keep getting a run around about when it would be shipped I was promised 12//2019 it would be along with a tracking number. On 12//19 I was given a vague response and I decided to cancel my order which I emailed so I would have a paper trail. On 12//2019 I followed up on their sales chat box via website and she kept saying the manager will call me when I said I would like to know when my refund would be processed. I responded to sales rep who was trying to push the manager on me to call that I dont need to speak to him nor do I need to talk about a restocking fee for a product that hasnt been made or shipped. About 4 days, my product shows up with NO TRACKING NUMBER OR EMAIL WITH TRACKING DETAILS. Who would send a product without telling the customer and who would send a very expensive watch with no tracking number to the client. I cancelled 4 days prior to watch just showing up and I would have accepted it however the watch was incorrect. They made the custom bezel set in stainless steel and when I called the manager initially said thats what I ordered but I have SS of what I had ordered and it said white gold. Even the paid receipt said white gold bezel but appraisal said stainless steel. I send the watch back and even said I would let them fix it but I followed up with them the following day and told them I didnt want it and to return my funds as I had cancelled back on 12//2019. I want to remind you I still havent received even a response to that email and now this manager is stating its custom and we will charge you a 15% restocking fee. I said why would you charge me restocking fee when you ignored my request and made the product and shipped it without a tracking number or even an email. Basically they were trying to hide the fact they sent it out after my request to cancel. Now, they have my watch and my funds and are holding it hostage until I sign paperwork saying I agree to 20% restocking fee. Ill remind you it went from 15% to 20% and guess what is also wrong. The description on paperwork they want me to sign stating I agree to 20% restocking fee is has the incorrect bezel made of stainless steel and not gold which I paid for and is on my paid receipt. A company who holds both product and money who is forcing a customer to sign paperwork agreeing to 20% restocking fee which was changed from 15% previously, who set the diamonds and sapphires in the incorrect bezel metal, who tried to tell the customer he was wrong until I told him I had a screenshot, and then doesnt send even the secondary watch during the black friday sale, who has ignored all emails to cancel until 12//2019, has not once apoligized for lack of customer service, lack of communciation...I believe you get the point. Managers arguement is they were working on it for over a week now is complete garbage. A custom bezel is partially custom as in design or arrangement of diamonds and sapphires. It does not take that long. So unless they take raw sapphires and raw uncut diamonds, they just arrange the sapphires in a unique way. Once again, it was set in the wrong metal so the work they did would have to be undone anyways.