Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The information reported on my credit report is inaccurate. My request is to have this information removed.

  Business response

  07/02/2024

  Hello - what specifically does the guest believe is inaccurate? We were able to locate this account but unable to disclose credit information due to consumer privacy laws. We would certainly like to address any concerns but it would be best if the guest reaches out to our billing & collections department directly at ************. Thank you. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with a recent experience at the *************** location in ************ area, *******, *****. My wife and I were excited to purchase a wedding ring we had selected, valued at approximately $8,000. We showed our commitment by paying $2,000 initially and an additional $1,000 subsequently. However, due to errors on their end, the total cost escalated to approximately $10,000, which is approximately $2,000 more than the agreed price. This discrepancy is not only shocking but also unacceptable. Further complicating matters, there was a mishandling of our debit card payments. We had specified how the charges should be split between our cards, but this was not followed, leading to confusion and unnecessary stress. When we attempted to rectify this at the store, we encountered resistance and a lack of cooperation from your staff. This was particularly evident when our suggestion to split the payment was initially dismissed without consideration. Our experience deteriorated further when an accidental transaction resulted in $2,000 being credited to our account instead of being charged. This error was then compounded by charging us the incorrect amount of approximately $8,000, depleting our bank account completely. When we sought managerial intervention, we were met with a prolonged wait and an unsympathetic response from Manager *****************. The entire situation was handled poorly, with a lack of empathy and professionalism. It was not just a financial inconvenience but also an emotional setback, especially considering this purchase was to celebrate our anniversary. The suggestion to apply for a credit option in light of your mistake was both inappropriate and insensitive. Ultimately, we decided to cancel the transaction and seek a refund. However, even this process was fraught with difficulties, as we had to ensure the accuracy of the refund ourselves.

  Business response

  02/22/2024

  Hello - both the Robbins Brothers CEO and store general manager reached out to ******************************* immediately after his complaint to resolve the issue. ******************** then replied, via email, on Jan 15 that he appreciates the prompt positive resolution, is proud to consider themselves lifetime customers of Robbins Brothers, and look forward to continuing their patronage for all future jewelry needs. We value our customers and are pleased that we were able to promptly assist.

*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. ↩