Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was mislead about the price I was paying for the items purchased. I thought I was paying hundreds and was charged thousands. Three credit cards were opened in my name but I only signed for one. All prices tags were removed from items by the store and no receipt was given. When I discovered the extra charges I requested a receipt and was sent receipts by mail weeks later. The receipts were for far more money than I thought I was paying. There were three separate receipts for I total purchase. Two receipts unsigned by me. They also sent additional jewelry that I did not order to account for an additional charge of $10,000. I didn't recognize the additional items or order them. When I requested to return the items I was told I could not even though I didn't order them. I was told not to contact the store again. A police report has been made. I'm scheduling to have an estimate of value done but one item fell apart after 1 hour of wear. The main stone fell out. A return or repair was requested but again was told not to call the store again.

  Business response

  09/17/2024

  Thank you for the opportunity to provide a written explanation of the interaction between Monarch Jewels and ***** *****. ***** visited our stores in ****** and Ketchikan.  She was shown pieces of jewelry that she was interested in purchasing.  We offered her financing in accordance to the **** and our banking partners.  She applied for **************** but due to a credit lock was unable to make her purchase.  She instead paid with her credit card.  In Ketchikan she shopped with us again. She was looking at $30,000 in total purchases.  She applied for our second financing option which is **************. Again, due to a credit lock we were not able to finance her transaction.  She then elected to use our third financing option which she was approved for.  She completed her purchase.  While she was in our store, she worked with our back-office team to contact two different credit bureaus to temporarily unlock her credit so we can move forward with the remainder of her purchases.  She purchased more with Synchrony.  Finally, once she was home our sales team contacted her to inform her that her application with ***** Fargo had been approved.  She then agreed to purchase more merchandise from us.  We sent the terms and conditions to her email which require her to authenticate her identity in order to authorize the transaction. She was then shipped her merchandise via *****, which was signed and accepted.
   
  ***** made these purchases knowing the amount she was purchasing as each transaction had a sperate receipt with individual and unique breakdowns of the merchandise she was purchasing. She was validated by two different credit reporting agencies to unlock her credit reports. She was able to self-verify with her remote transaction authorizing her final purchase.
   
  None of this is noted in her complaint and is a misrepresentation of the facts regarding her sale. ***** has initiated multiple disputes with the financial institutions who have all resumed billing upon review of the documents and facts related to her sales. ***** is being influenced by her family to return merchandise that she agreed to purchase and pay for. The family was not present at the time of application or time of purchase and are not related to this sale in anyway.
   
  Thank you for your time.
  
  ***** ******,
  Manager of Operations
  Monarch Jewels
  Tel: ************ 
  **************************** 

  Customer response

  09/30/2024

  I reject the response from Monarch jewelry for the following reasons.
   The receipts for the items were for the same day not a return trip to the store.  I was not quoted the prices that I was charged.  All price tags were removed upon purchase and no receipts  were in my bags.  The receipt I signed was for less then one third of the total purchase charged.
  
   My family is trying to help me get out of a situation in which I was taken advantage of as a trusting senior citizen.  My credit was locked to keep me from being taken advantage of.  I did not understand what was being done or what credit accounts were being opened.  Everything was high pressure and very confusing.   I was suroundeby three different salespeople talking in circles. The payment I would be expected to pay would equal over 50% of my monthly income.  I would never agree to a debt this large because I'm unable to pay it.  I am recently widowed and my income has dropped significantly.  I lost my husband and now I'm loosing my home to get the money to clear $30,000 worth of debt I did not agree too.  I have lived in this home for 25 years!
  
  The second reason  I  disagree with the response as they have provided false information.  The fraud complaints have not been resolved and payments have not resumed.  I contacted both company's today and no payments are currently due.  I have yet to make any payments on any of the credit cards they opened.   The police report I filed is still being investigated and this is far from resolved.
  
  The company has made no effort to resolve this matter which could have been simply solved by allowing the return of the jewelry when I requested to do so. In the phone call I was surprised to find out more jewelry was being mailed to me and requested that it was not sent.  Instead more Jewelry was sitting on my porch for several days before I returned home from my cruise.  It was not signed for.  Jewelry the store says is worth $10,000 was just left outside.

  Business response

  10/11/2024

  Please see attached letter of explanation. 

  Customer response

  10/25/2024

  I received a threatening letter from Monarch Jewelry and don't feel comfortable pursuing any further with this complaint.  I have said my truth and arguing with them is pointless.  They have far deeper pockets than I do and pursuing this complaint was warn others and that is done.  I've lost enough money to these less than honorable business people.  I'm going to focus on the important fights to save my credit and finances.  Please close this case.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The stone fell out of the ring (while I was folding laundry at home) the same month that I purchased it from monarch Jewelers. Thankfully, I didnt lose the stone.I purchased the ring in the cruise port. They never told me up front all purchases are final and not exchanged.I signed a receipt for purchase AFTER the purchase was made that showed all sales were final and no exchange, but it was after they made sure the purchase was complete.When I contacted them, about the stone falling out with no damage to the ring or prongs, Monarch Jewelers did not want to take the ring back. I shared that the quality was not what they advised. They replied that I inspected the ring when I purchased it, so the quality was satisfactory.Hummm. Im not qualified as a jewelry inspector or appraiser. So, I took the ring to an appraiser. The appraiser said the setting was wrong for the ring and the prongs were too short. Also, that the black stuff on the setting (see the picture) is for low quality rings.Im still asking to return the ring, but Monarch Jewelers is looking for loop holes. I have to wonder why if theres no problem with the quality of the ring?Date of experience: May 2024

  Business response

  08/14/2024

  Thank you again for allowing us the opportunity to respond to Case ID ********. This is ***********************, Head of Operations for Monarch Jewels.  I am reaching out to supplement the customer complaint with our details of the transaction.  The customer came in and made a purchase at one of our locations.  She loves opals and finds a beautiful Opal with Diamond ring she wanted to purchase. I specifically have drafted the terms and conditions of our receipts, so customers know fully what is governing their purchase. They are not ambiguous in nature and do not obfuscate the facts.  When a customer purchases at **********************, they should be confident in what they are purchasing.  Our sales teams are trained to inform customers to read them carefully and ask questions before signing.  The terms and conditions on the back of the receipt do the same.  
  
  ******** purchased the ring from us and inspected it to find the condition satisfactory.  This includes looking at the gemstones, settings, metal, and size.  She found no issues.  We photograph all of our jewelry before it is distributed to our other locations. I am attaching both to this email.  As you can see in the photos the prongs completely cover the girdle and extend to grip the stone. There is no damage to the prong. You can see in the phot she provided that two of the prongs had been bent and allowed the stone to fall out. The black at the back of the setting is used to prevent light from passing through the opal.  This allows the full color matrix that opals are known for to fully be seen.  It is not misleading and is a common manufacturing technique used in a lot of jewelry.  
  
  Related to the reason for denial of her purchase, as stated on the back of the receipt, Insurance and Hold Harmless Agreement, "by signing this receipt and initialing below you are agreeing to hold harmless Monarch Jewels or its staff for any theft or damage that may occur outside our stores. Monarch Jewels encourages our customers to seek private insurance for adequate protection in these events." We do have a limited manufacturing defect warranty on all of our jewelry not warranted by a brand, but that warranty does not cover customer caused damage or center stone replacement. We would be willing to assist with a repair only and not a refund or a return.
  

  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  It was suggested by a Carnival employee to purchase jewelry from this store. One I arrived in the store they were very nice and helped me find the perfect piece. I asked all the questions.. is this white gold, real stones, clarity of the stone, weigh of stones (This was a very expensive purchase for us so i had questions.) I was reassured that it was all authentic gold and stones. They even told me that the stone I purchased was rare due to the fact they weren't allowed to be mined for anymore. We agreed on a price. The transaction was taking longer than expected so I asked for my license to be given back and I wanted to wait on the purchase and not waste time standing in the store. They refused to give me my stuff back. I was told go and enjoy and come back to pick it up. Once back in the store, I was told, they would email me the appraisal value. I never received it. I called 7/18/24 to request again. They stated they tried to send it to me and my husband. Neither of us received it. I asked for them to text me a copy, which they did, and I received. That's where I noticed it showed 925 which is sterling silver, and it states CZ stones. I took it to a local jewelry which confirmed all of this. I am asking for a full refund. Not only did they mislead me, but they robbed me of time that I could have spent exploring the town. Also, ***** that signed the insurance appraisal is who doing the finance not appraising jewelry. I have emailed the store and talked to them. They are not willing to help me over the phone.

  Business response

  08/13/2024

  This is *********************** head of operations for Monarch Jewels.  Thank you for the opportunity to respond to Case ID ********.  ****** admits to working with our staff and purchasing jewelry from our store.  Her ID was only used for identification purposes in conjunction with our bank's policies and procedures for financing.  It was returned to her once her application was completed. ****** purchased a natural Tanzanite with Cubic Zirconia pendant, an Omega necklace, and received additional free gifts with purchase. Her concerns are derived from the CZs in the pendant that she believes were diamonds.  Our sales team showed her Tanzanite and diamond pieces in gold, but they were out of her budget.  So, they showed her the Tanzanite pieces we have in Silver.  This is where ****** is excluding the key details of her complaint.  She was informed of the price of the Tanzanite pieces in gold and said no.  Our sales team then transitioned into showing her something that may fall into her budget. 
  
  I am attaching a copy of her receipt to this email so you can see that ****** saw exactly what she was purchasing.  It clearly states that the pendant is a "Tanzanite pendant in sterling silver TZ:1.40ct CZ 1.00ct." The customer has signed below where it states that she has inspected the pieces listed above in satisfactory condition on the date notated above.  She also initialed the back of her receipt where our appraisal policy is informed.  She had to initial three separate receipts. An appraisal can be requested by email from our ************* Team at *****************************************************.  We have customers email us, so we have their email address to notify them through our appraisal system when they are completed.  Sometimes the appraisal emails to junk, spam, or just denied due to security settings on the customer's email. It's not perfect but we try out best.
  
  Regarding her comment about me specifically.  I am the Head of the Operation, my role in Monarch Jewels is vast and wholly encompassing.  I set up the appraisal system we use, emails, and other various systems we use to service customers.  I am also the one who trains all my employees on financing, meaning I also assist with processing the applications, running charges, and communicating with customers.  I do not use my title with guests unless the full weight and authority of the position is warranted.  Processing a financing is not a warrantable time.  Responding to the customer complaints with ******************** is. To use it on the floor with customers undermines the authorities given to my store managers and floor managers. It also can be intimidating to the customers.

  Customer response

  08/14/2024

   
  Complaint: 22015369

  If you will notice all the other reviews from this same place is exactly the same trouble I'm having about lying about the product and the receipt not reflecting the items correctly. Things were marked out and added to receipt after I signed the receipt.  They know what they are doing to scam people.  It's not just me that was misinformed about their product and the way they handle stuff in their store.  They are lying when they say they showed other items that were real and I told them I couldn't afford it and then they showed me silver.  I have witnesses that heard me several times ask if that was real diamonds and real gold and I was assured it was.  I have the item to return to them, but they refuse to contact me back.  I have called and emailed several time.  
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought Jewelery and determined 3 hours later that I had paid too much. We brought the jewelery back to return. We were told then that all sales are final purchase. This was not told to us at the time of purchase. In ******, if you purchase something with a credit card that is not advertised as final sale you have 24 hours to return product. They told us that we can contact their customer service department which is an independent contractor. We expect that this will turn out to be fraudulent.

  Business response

  10/19/2023

  Our return policy is stated above the signature line on our receipts.  It is also detailed on the back of the receipt.  The customer must sign the front and initial three copies on the back of the receipt.  ******** policies are only valid in ****** and not *****************.  We apologize for any miscommunication but buyers remorse is not a valid reason for return. As stated on the receipt All sales are final, no refunds or returns.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My complaint builds on some questionable business practices, though at the heart we had agreed on a solution to the problem Im about to explain; they then havent honored that agreement, which is clearly a violation of good business, good behavior, and being in business with customers.We had stopped at this store while ashore, during a cruise vacation, and I was shopping with a friend. She was not interested in buying much jewelry, but I selected pendant and eventually gave into adding a ring, hesitantly. We had stated that we needed food; that we were hungry and had not eaten. The store was not clear about the time it takes/took to resize my ring; and while we waited, the employees continued to buzz around us, providing more and more alcohol, as well as insisting we try on increasingly expensive jewelry. One salesman in particular acted especially inappropriately, pushy, and creepy, and he triggered a panic attack; I suffer from PTSD, became triggered and feeling trapped as they wouldnt provide me the ring I purchased. In an increasingly panicked & inebriated state, the sales force was more interested in pushing & concluding sales than in my mental state, to the point that they were willing to work solutions with multiple credit cards when they found each individual one did not have adequate balance for the purchases I was increasingly relenting to. This should have been an indication that they needed to focus on me and my well-being, but they continued the high-pressure coercive sales tactics at length. I eventually became so intoxicated and withdrawn that I cant even remember all of the events of the day. An examination of the second sales receipt clearly shows, though the complete illegibility of my signature (which the store gladly accepted), that I was not an appropriate customer for them to be pushing for more purchases.Being on a cruise, I did not have access to all of the avenues normally available for dealing with a situation like this.

  Business response

  11/01/2022

  Good Morning.

  Thank you for the opportunity to discuss with you directly the points you have raised in your complaint.  When you entered out store you informed our sales team that you were looking for unique pieces of jewelry.  Upon entering it was not apparent that you were drunk or inebriated.  We do not serve alcohol to our guests if they have been drinking outside our store.  We are also not in the business of selling alcohol.  We were very clear it would take 30 to 45 min to have your ring sized.  We gave you the option to wait in the store to go out for something to eat.  You choose to stay in the store.  Our sales team then continued to show you merchandise as a way to pass the time.  You then agreed to make several more purchases.  You originally used two payment methods, PayPal and Credit Card.  You were offered financing terms which you agreed to but unfortunately we were not able to complete the terms before end of the business day.  You then contacted the Shopping Expert on your ship to do a refund.  We accomodated you with a private shuttle to our closed store to ensure you were comfortable with discussing your sale in ******.  While you were in the store you worked with our Sales associate and Manager of Operations.  You verbally agreed to both of them understanding of the terms and conditions as outlined on two receipts.  The Manager was able to finish the financing terms and then refunded your credit card in the store and returned your PayPal.  As a business when issuing refunds to authorized on financing we loose the fees associated with processing the transaction.  You said that by financing the whole purchases would satisfy your return.  Regarding the insinuation that a male sale associate made you uncomfortable, all of our staff are very friendly individuals.  If a line was crossed it would have been addressed and handled with the Manager of the store.  We apologize if you felt uncomfortable but you are always free to leave our stores if emotionally compromised.  The female sales associate did her best to ensure you were comfortable with her and said you two did connect in a very positive way.  Finally your friend was present to both situations and even assisted us in resolving your issues in *********.  We feel that there is nothing further we can do as we cannot refund or authorize a return for the Jewelry your purchased.  We honored the return of your PayPal and Credit card, switched the financing to 60 months no interest.  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase made on 9/29, never given true value but told it was a great deal. Receipt did not have itemized pricing but it did add up to exactly ******. After many requests by both phone and email requesting appraisal of items the y were sent on 10/28/ While waiting for appraisals began to question true value of items purchased., appraisal just listed purchase price which I believe was greatly inflated based on comparative shopping, using factors that the owner advised me what goes into pricing (weight and size of piece)After requesting a refund return the owner finally made contact. Owner stated that there were no returns, as indicated on receipt, offered several minor incentives but would not budge on return Prior to the owners contact I did contact the credit card company to possibly stop payment, apparently that is what provoked the owners call. One more issue the owner attempted to tell me the jewelry, which is all gold quartz is so expensive because it is no longer being mined since the mine where it was harvested had a fire and is out of operation making it the most rare stone not mined anywhere else.

  Business response

  11/07/2022

  Good Morning,

  Thank you for the opportunity to address your concerns directly.  We have communicated this to ****** both on email and phone.  ****** purchased Natural Gold Quartz pieces from Orocal and Kabana.  These are world recognized brands like Rolex or Cartier.  Like those brands they also have a **** that they set.  We do not change the mark up on branded items as it violates our contracts as Authorized Retailers with those brands.  ****** then tried to compare the prices he paid for his items to those of similar items on their website.  Like we explained the pieces he purchased are Gold Rush by Monarch Jewels exclusive merchandise made by Orocal.  They provided us with the **** based on their recommendation.  ****** purchased and signed acknowledging that he has reviewed the items listed above and find them in good condition.  ******** wife then signed our sales receipt which has the total amount of the sale as well as the financing agreement.  We tried to resolve the concerns with ****** but he declined to accept.  Monarch Jewels and ****** agreed to proceed with resolution with the financing bank.  As of our last communication we are going to abide by that mutual agreement.  BBB should close this complaint as it is being resolved through them.

  Thank you,

  Customer response

  11/07/2022

   
  Complaint: 18339822
  
  I am rejecting this response because :******* was requested to provide me with the MSRP on the items, have not to date. I Checked with the manufacturer of Kabana and found a 10% difference  in the MSRP. The issue is not that we do not like the items purchased, just that we want to be certain if lost the insurance will cover the product for the amount paid and not a lesser amount
  
  Sincerely,
  
  *********************************

  Business response

  11/24/2022

  We have provided the customer with a break down of the price he paid for each piece.  Kabana and Orocal gives it's retailers a MSRP.  *********** regularly check the prices with their retailers to insure that they are maintaining brand integrity.  If someone is selling it at a 10% discount then they will have it addressed with the brand.  Monarch abides by its statement that we sold the pieces at brand recommended MSRP.  Attached are letters from both brands stating that they do indeed provide us with the MSRP.  Finally Orocal even states that some of their retailers sell jewelry exclusive to the retailer and it is not sold on their website.  Comparing the Orocal pieces to others on their website is not an accurate way to compare prices.  The quality of the pieces sold are also better than what is advertised on Orocal's website.  For these reasons we ask the BBB close this complaint as resolved.

  Thank you,

  Customer response

  11/24/2022

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  date of transaction = 9/3/2022 the company signed us up for a credit card, which they stated it was going to be a loan. Also, there is no sign in the business stating their return policy. They gave us alcohol and aggressively convinced to sign paperwork. Very aggressive sales. They did NOT explain their NO returned policy.the company stated many times it was going to be a loan and to trust them because they want to give excellent customer experience, which they failed, I have tried many times to return the items, but have had no support from the business.Awful customer experience and not willing to work with us.No, the business has NOT tried to resolve the problem.

  Business response

  10/03/2022

  We do not offer loans at Monarch Jewels.  We offer Luxury Jewelry credit cards.  On the application it clearly states that it is a credit card they are applying for.  On the Terms and Conditions it states the terms of their purchase, including the financed total, payment terms, and interest rate in accordance with the FCRA.  On all of our store receipts it states that All Sales are final, and no returns or refunds.  They had to sign below the terms and conditions so they had to read them before signing.  We do not force any customer to make purchases and we do not sell alcohol to our guests.

  Customer response

  10/25/2022

  Monarch jewels did NOT informed us about the credit card, the supervisor kept informing us it was a loan, also they did not give us the terms and conditions till after we sign those papers so we had no clue what we were getting ourselves into. In was a huge mistake from our part, but the way Monarch does business, it's very unprofessional. All the employees know how to force people to buy.  Now they don't want to help their customers.  And they give out alcohol not sell it. 

  Business response

  11/07/2022

  The customer signed a ***** Fargo Credit Card application. He knew he was applying for a Credit Card and not a loan.  The customer signed at the time of purchase a credit agreement that states the total amount financed, terms of the financing, as well as the APR as required by the FCRA.  There is no basis to this claim.

  Customer response

  11/10/2022

   
  Complaint: 18011008
  
  I am rejecting this response because: the business did NOT clear the information before signing.. we was NOT aware it was going to be a credit card, we were informed it was going to be a loan.. the business know how to lie to cruisers and get them stuck in this credit card problems.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a *********************** Sleep Bracelet for $395 with a 60 Day Satisfaction guaranty.Store refuses to honor guaranty. (We also purchased a second Sleep Bracelet which we are keeping.) Purchased at ****** location on July 29, 2022.We were given a promotion card on tour ship which was honored by store and also given a free trinket.We are not satisfied with bracelet. Store says all sales are final and will not allow return.

  Business response

  08/31/2022

  We have contacted both ******* as well as ************************  ******* did not give a guarantee to what the customer is saying.  *********************** only offers a 30 day policy with purchases made directly through their website.  Authorized retailers such as Monarch Jewels have their own refund and return policies as out lined on the customers receipt.  The 60 day guarantee offered by the cruise line only applies to manufacturing defects. It specifically states that it does not cover Buyers Remorse.  We kindly ask the BBB to disregard the customers complaint based on these reasons.

  Thank you,

  Customer response

  09/06/2022

   
  Complaint: 17743316
  
  I am rejecting this response because:

  The *********************** sleep bracelet was purchased on reliance of the promotional offer given to us by *******, the ship port ambassador, that if the bracelet did not work we could return it within 60 days. Monarch Jewels accepted the promotion card.

  This is not buyers remorse, the bracelet simply does not work. We requested the refund well before even the manufactures 30 day warranty.

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

  Business response

  09/22/2022

  ******* has been working in this industry for a long time and knows what is acceptable.  He would not have given a guarantee if it violates the terms and conditions of the store's written policy. Even *************************** website does not offer a 60 day guarantee.  

  Customer response

  09/23/2022

   
  Complaint: 17743316
  
  I am rejecting this response because:

  We were given a promotional card stating a 60 day return policy extending the manufactures warranty by 30 days. We were told the extension was given because we were on a cruise. 

  We attempted a return just 8 days after purchase. The store accepted the promotional card but would not honor it.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was on a cruise went in looking at rings got talking to buying one for $145 a month for 12 monthes ,they size the ring.went to pick ring up they added taxes now its $155 a month didnt agree to that price . the ring still was too tied to wear. Got home took it to friend the repairs jewerly ask for a appraisal and he said it was worth $1200 or $1500 and i paid $1750 and with taxes over $1800. So I mail it back to them they refused it . on the back of yellow reciept it say you can return it within 30 days. but they wont a except it. They are willing to size it for me now but have to sent it at my cost. The biggest thing .I came home to some unexcept expenses that I cant afford the ring . And I been tell the store and customer service that they dont want to listing.

*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. ↩