Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am not liable for the debt attributed to ********************************************* JE. There is no agreement between me and ********************************************* JE, and they have not provided the original contract as requested.

  Business response

  12/05/2024

  Hi *******

  We do see that you have several purchases with us at one of our locations in ** using our In House Financing between 2017 and 2018 and could be what you are referring to. All questions and issues regarding your In House Account need to go through our ***************** and you can contact them by calling Monday - Friday 8:30 a.m. - 5:00 p.m. CST ****************. Thank you.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wedding ring is a custom piece, consisting of three bands soldered together with engraving on the inside. I brought it to be sized down in early July 2024. It was sent to the home office, and after waiting nearly two months, (including a phone call where nobody could tell me where my ring was), it arrived at my local store. My ring arrived sized UP instead of DOWN, the bands were haphazardly soldered together, crooked, and the old engraving wasn't buffed out. It was sent back to home office. I have contacted corporate several times, and this entire situation feels minimized by their team. Nothing more than a "sorry". This is my wedding ring!Over a month later, I went to pick it up again. This time, it arrived the correct size. I'm not sure how this is possible, but my ring is returned to me in worse shape each time it is sent out for repair! The new engraving looks cheap, there are two loose diamonds in the band, and the center stone's surface is scratched with a CHIP on the side! Again, I spoke with home office regarding this situation and it's the same answer--a "sorry" with no estimated time of repair or effort to make this right.I have been without my wedding ring for nearly six months! This is unacceptable. Even my local store cannot believe this is happening. (I want to note that my issue is not with them). I understand people make mistakes, but I have never experienced such poor quality service with no accountability present. This has been a nightmare experience, and I do not at all feel like a valued customer. I had a gorgeous ring get completely destroyed by your home office, and not once has someone offered any form of compensation for this mistake. At this point, I am very concerned about metal fatigue in my ring. I am worried these mistakes have damaged my ring beyond just a simple repair. It has been needlessly resized and reworked far too many times due to mishandling and poor craftsmanship from your corporate office.

  Business response

  12/05/2024

  Hi Cassandra 

  We are sorry to hear that you are having an issue with your rings, that is defiantly not what we want to hear. After looking into this, we have asked the District Manager of this location to call you and discuss further.  I also have reached out to the Repair Team and they let us know that the rings are with the vendor and we are awaiting their evaluation. While I know you are wanting these back before the holidays, it is important that the vendor reviews and fixes these properly and unfortunately this does take time and I cannot promise we can make this deadline. Once we have an ETA for you, we will have the District Manager reach out again with this update.  Thank you for allowing us to make this right. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sirs; On October 04 , 2024 I purchased a watch from the Jewelry store above. On October 05 , 2024 I returned it and purchased another watch. Because i was having a hard time seeing the hands of this white watch I came back on October 14, 2024 to return the watch. The manager said, NO , this watch was returned too many times and left it at that! When I got home , my sister called corporate and spoke to a ********** who listened to my account , said that i met all the requirements of a return, to go back and if there were any problems to have the manager call ****** sister and I go back on October 17th, see the manager, as soon as she sees us she gets excited and says i already said No! We tell her that the ********** said to call her to resolve this and she storms off!MANY minutes later she returns with my papers, slams them on the counter and said to call ANOTHER ********** so he can handle this .From the store we call the ********** and eventually we receive a call back. The ********** says NOTHING about the returns but says when I came in the watch was COVERED IN MUD and in a worn condition and that I had said that I would take it home and clean it up!! I NEVER SAID THAT!! To say this LIE is a slap in the face!! What kind of fool would take a watch covered in Mud to exchange it!!?? It is a white watch and ANY Mud would have stained it! If she didn't want to exchange it she should have said so instead of creating a situation only a moron would believe!! If you are willing to LIE like that, I could NEVER trust you for me to buy something MORE expensive and you standing by to make ANY situation right!! This is NOT right just for the morality about this situation!! The ********** believed that this happened and said we can't sell used and worn objects. I sent SEVERAL pictures to the first ********** to show that this watch is in pristine condition!! If there is an email i can send these pics!! This is something that I can see in taking this to court!

  Business response

  11/01/2024

  After reviewing this guests case; that covers both purchase history, and documented emails and calls into the corporate office as well as the store account, unfortunately, we have a very different record of occurrences. 
  
  Our Guest Relations Team that takes calls and answers emails coming in from guests have never actually talked to *****, we have only heard from people on behalf of the guest, who I might add have been quite rude and disrespectful to both the store team and us. Because we arent talking to the guest that made the purchase, it makes it a bit more complicated to discuss the history of everything. We have also never received any pictures showing the watches condition as stated. 
  
  We understand that the guest made the original purchase on 10/5/24 and right away the same day exchanged it for a different watch. Then on 10/6/24 there is another exchange that was done. At this time we let the guest know that our policy states that worn watches are not eligible for return or exchange but since it had only been a day we would make an exception and let him exchange it. When the guest came back for the third exchange, several days later the watch showed many signs of wear and tear and therefore doesnt meet the return or exchange requirements of our policy and that is why this is not being granted. 
  
  This has been told to both of the people calling in on behalf of the guest from the Guest Relations Team as well as from the Store team and because this doesnt meet the return/exchange policy we are unable to do anything else at this point for this guest. The policy is on the receipt and on our website. 

  Customer response

  11/04/2024

   
  Complaint: 22495655
  
  I am rejecting this response because: Boy this story has changed 3 times on their end!!! First off, I was NEVER told I couldnt exchange the watch again! Clearly on the paper it doesnt say you cant exchange however many of exchanges just that the watch needed to be returned in 60 days! Also that the watch be in good condition! If they are saying WORN, what are they meaning by that? Damaged? (It wasnt) Put on? If thats the case before I bought this watch how many people have WORN it before I bought it!!! When I came in that day, she said, TOO MANY EXCHANGES! And she didnt even look at the watch! The only person who did was the salesgirl who said when she looked it over that she was SURE ***** would find something they could do!! When ***** called the the 2nd *********** )first ********** ***** said it was well within the 60 days, she told ***** the 2nd ********** it was CAKED IN MUD AND WORN!! This was a lie!! ***** , tells me and my sister, because of the condition they couldnt exchange it! ***** NEVER took any pictures of the watch to back up her lies! THIS right here blows my mind of how a manager can say whatever she wants to fit the situation!! This is a slap against my character, but it also tarnishes Ashcroft and Oaks reputation as employing someone who can lie about a watch will not stand behind a very expensive piece of jewelry, and thats not a store I want to be around! Look at the pictures taken the SAME day we were there, and tell me wheres the ******* Not there! Mud stains and would on a white watch!! Ashcroft we are so disappointed in you!!
  
  Sincerely,
  
  ***** *****

  Business response

  11/05/2024

  Without pictures being sent to the *************** email as discussed we can not see what the watch looks like and therefore have to go off what we are being told by the store and that is that the watch is not in like new condition and therefore does not meet the return/exchange policy as stated below. 

  Return and Exchange Policies
  Should you decide to change your mind about a purchase, we want to make sure you are aware of our policies. REPAIR SERVICES are guaranteed against defects in workmanship for 90 Days from the date of purchase.
  Online Return & Exchange Policy
  Merchandise in new, unworn condition may be returned for a full refund within 60 days from the date of purchase if accompanied by an original packing slip or sales receipt. Merchandise may also be exchanged for store credit within 100 days from the purchase date if accompanied by an original packing slip or sales receipt. For your convenience, online purchases can be returned or exchanged for store credit at any Rogers & Hollands Jewelers or Ashcroft & Oak Jewelers store location. However, this policy is subject to the following conditions, clarifications, exceptions & fees:
  Any merchandise, including watches, that shows evidence of wear (i.e. scratches, marks, dents or damage of any kind) cannot be returned or exchanged.
  Returns or exchanges are not allowed on customized jewelry, special order watches and engraved items.
  To receive a full refund or store credit, all Gifts with Purchase (GWPs) must also be returned in like new condition. **** include coupons, gift certificates, gift cards, free or discounted jewelry, or any other item given by us in connection with the original purchase.
  Fees for services provided (for example, charges for sizing or soldering) are not refundable.
  If returned merchandise has been altered (for example, rings re-sized or soldered, or stones added, removed or replaced, or chains shortened), then a restocking fee of 10% of your original purchase price will be assessed up to a maximum fee of $75.00.
  To receive a full refund or store credit, all relevant parts, packaging & paperwork must be returned in like new condition with the merchandise. If anything is missing at the time of the return, fees will be assessed according to the following schedule:
  Missing diamond certification cards or lab reports - $50.00
  Missing packaging, instruction manuals or warranty paperwork on any watch - $50.00
  Missing watch links (Citizen, Bulova, and ***** brands) - $35.00
  Missing watch links (all other watch brands) - $75.00
  Refunds will be issued in the same tender as the original purchase.

  Customer response

  11/06/2024

   
  Complaint: 22495655
  
  I am rejecting this response because: I am disappointed that this business has made so many decisions without ONCE asking ME, and taking MY account of what happened instead of the Manager that has lied time after time about what happened and gave 3 different versions of this account!! Above are ALL the photos that I took of the watch when we were in the store, in which the manager wouldn't even look at OR take a picture of to verify the watch WAS and was always in pristine condition!! You do not treat people like this in any establishment and these photos are ALSO on the website where my sister left a review at the ************* store!! How sad that we have to take this much trouble to show that I only wanted a simple exchange , for a store that opened this year, and should of given EVERYONE the concern of a simple purchase and took it to an entire level!! Please look CLOSELY AT THESE PICTURES!! And let me know what YOU see and then tell me WHO has the evidence of what happened!! There is NOTHING the manager has that can support her story!! Please end this with a Refund and you will NEVER have to see my face again. Why would I ? I was treated so disrespectful. If there was mud caked on it, there would be stains, because mud stains!! EVERYONE knows that!!
  
  Sincerely,
  
  ***** *****

  Business response

  11/08/2024

  Hello *****! 

  Thank you for including these pictures, it does help us have better information when trying to make these decisions.  Please understand that we can only talk to the original buyer about any accommodations that we are able to do if any and both the store, the District Manager and our Guest Relations Team have not heard from you until this point of contact with the BBB. I will again reiterate that once watches are out of the store and in the guest possession per our policy, any merchandise, including watches, that shows evidence of wear (i.e. scratches, marks, dents or damage of any kind) cannot be returned or exchanged. To try and meet you half way on this concern of yours, we will offer you a return on this watch, minus a $50 refurbishment charge since we will have to replace the band on this watch. From the pictures while it does look pretty well cleaned up, I still have to take into account what the manager and sales staff saw when they were able to look at it in person, which is there is evidence of wear. This would give you a refund of $110.00 plus tax.  We feel this is more than fair based on what our policy states and that the watch showed evidence of wear. The District Manager will be calling you at the number provided on your transaction *************) to discuss this matter with you and hopefully resolve this issue. I believe it is in everyone's best interest at this point we part ways as we have been through 3 watches and are unable to meet your needs and requirements specific to a watch. I apologize this got to the point of needing to open a case with the BBB; however, this could have all been resolved much sooner had you provided the pictures requested from the Guest Relations Team back in early October and had we been able to speak directly with you the buyer. 

  Customer response

  11/16/2024

   
  Complaint: 22495655
  
  I am rejecting this response because: ***** YOU as a representative have not operated in good faith and have yet to make me whole. Your offer is rejected. I came into the store and tried to make a simple exchange and your manager ***** took this to another level. This story has changed 3 times on your end.with first being that it was too many exchanges, (2) ( which DOES'NT say in your agreement how many times), then ***** tells you it was caked in Mud, (which it wasn't), the pictures that you decided that the watch was in great condition were taken THE SAME DAY AT THE STORE IN THE **** that she is saying it was worn and caked in mud!! Saying that the watch was CLEANED UP PRETTY GOOD, is really funny because those pictures were taken the same day and hour we were in the store!! Offering me 110.00  for ***** minus for saying you were going to put a new band on it is a JOKE!! We both know that watch is in pristine condition and you'll just put it back on the floor. So let's see , I'm out spending ****** for a watch that you get back to sell PLUS ***** for learning my ****** for Trusting a company that will say and do ANYTHING to make sure the customer pays in the end! I guess when i walked through those doors , being naive and thinking the experience will be great and this is a store that my family and friends can brag about and to come to, was a ****** i will no longer repeat! i think when you and ***** came up with the lie of the WATCH BEING CAKED IN ***, was something that stopped me in my shoes and made me glad that i didn't tell anyone to go there for something more expensive and have to experience all this chaos that i did. And BELIEVE me , anyone that is reading this , IT WILL HAPPEN TO YOU!! SHAME on you ***** and *****, when will you get that people aren't stupid and there are good people out there that wouldn't have taken it to this level. Maybe upper management or the ceo etc should check on how people are treated here... Family owned should mean something!!
  
  Sincerely,
  
  ***** *****

   

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have my diamond engagement ring checked every 6 months, per the Rogers and Hollands warranty, ensuring that if I lose a diamond, it will be covered. We purchased the ring at Rogers and Hollands in *********, ** December 2008. I last had my ring checked on April 6, 2024. The store in *********, **, where I reside, closed. I took the ring to ***************, *******, **. I was told that everything looked good. On July 1, 2024, I noticed a side diamond was missing. I took it back to *************** in *******, ** where it was repaired. When I got it back, I noticed another diamond was missing so I called their main office, guest services. They advised that I again take it to *************** in *******, **, however this time they wanted the store to mail it to their main office in *******, ** to be repaired "professionally". I followed their advice and had it sent on August 17, 2024. I got my ring back and immediately noticed with a naked eye that one of my diamonds was not straight, causing it to look darker in color. Also within the day I noticed another side diamond was missing. Very frustrated at this point, I took it to a local jeweler, Skalitzkys Jewelers in ***********, ** that we have used in the past for other jewelry purchases, and had them inspect it. They stated that the incorrect tool was used which caused damage to the side of the ring. I received the email from Skalitzkys with the work that needed to be done, totaling almost $800. I called Rogers and Hollands on October 1, 2024, they wanted a copy of the estimate which I promptly provided. A case was already opened since I needed to send it in twice for repair within such a short amount of time. I didn't hear back so I called them again on October 9, 2024. They called back and stated they would not stand behind it unless I sent it to them for repairs. I had already given them two opportunities to fix it, so I declined due to the damage incurred by them already and my lost trust in their abilities.

  Business response

  10/16/2024

  Hi *****-

  We are sorry to hear that your ring came back unsatisfactory, we do understand the sentimental meaning a piece like this has and is why we stand behind what we do.  All repairs that are sent to the *********** for repaired are sent through a quality control check and then another one is also preformed at the store upon receiving it back. With that said we are human and unfortunately maybe this was missed, and we would ask you to allow us to make this right by sending it back to the *********** and have the piece reviewed and repaired. This will guarantee that the work is done at no cost to you and that your ring will still be covered under the We Will ********** As previously stated by the Guest Relations Team, The District Manager and The President of Operations, we will not cover another jewelers work and this would void the We Will ********* all together. We will also not refund any part of the purchase to cover said repair work. Additionally, the estimate was reviewed by our repair team and we do not agree with everything that is being said that is needed. You are more than welcome to take this back to the store and drop it off to be sent in for review and repair or we can provide a label for you to send it back to us to ensure there is no cost to getting this back to us. If you decide to go this route just email us at *************** and we will send you a label.  At this time the only other option you would have is to have the other jeweler do the work at your cost. We would appreciate the chance to make this right and get that precious piece back to like new condition. 

  ***** ****, Manager of Guest Relations 

  Customer response

  10/18/2024

   
  Complaint: 22424514
  
  I am rejecting this response because:

  Good morning, 

  I understand that you are human and maybe the quality control steps were not followed. However, I gave Rogers and Hollands TWO chances to repair the ring correctly and this was not done either time. Therefore, the quality control steps you refer to at both the home office and store were not performed twice. This makes me question your ability to both identify issues and repair the ring. I am not a jeweler and some of the issues were noticed without using a microscope. Furthermore, the purpose of having my ring checked every 6 months is to prevent any issues beforehand. If this was indeed done, then some of the repairs that needed to be done would have been found at one of these inspections. In addition to this is the risk I take every time my ring has to be sent off to the home office for repairs. A few years back I followed the advice at one of my inspections and had the store send it to the home office for buffing. My wedding band was lost and never returned. As you stated the ring does has a very sentimental meaning and is the most valuable piece I own so that in itself was difficult to understand. In retrospect I believe the home office is negligent in their processes. At this time, I have lost all trust in your company to identify any issues and repair it correctly.

   

   

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

  Business response

  10/18/2024

  Hi Karla 

  I am sorry you feel this way. Unfortunately, I feel we are at an impasse as we are not in agreeance on how to resolve this matter; we have tried to resolve this through the Store Team, the District Manager, as well as with our Guests Relations Team without success.  We have to stay fair and consistent with how we handle these matters for all guests and so we would need to complete the repairs on the ring. Again, will certainly make it right by having the ring sent back to our offices for review and repair but we would never just pay another jeweler to do work at any price let alone without reviewing and verifying the work they are saying is needed is truly needed. We will also not refund any part of the purchase based on such an estimate.  We certainly understand and respect that you have a choice when it comes to where you choose to have your ring serviced and while we would like to continue to be your preferred jeweler we understand that might not be an option for you going forward. We would like to remind you that work done by another jeweler would void the current We Will ********* on the piece. 

  ***** **** - Manager of Guest Relations

  Customer response

  10/21/2024

   
  Complaint: 22424514
  
  I am rejecting this response because:

  Again, Rogers and Hollands are the only ones that have ever inspected and attempted to repair any issues with my ring.  Therefore, any issues with the ring is on you!  I have lost all faith in your ability and/or desire to make any necessary repairs. You have made your sale so now you just get to wipe your hands of it. I have sent my ring to you TWICE for repair and it became very obvious that you were unable to make the repairs. I do not believe you should get a third chance. And like I stated previously I am risking throwing such a valuable piece of jewelry in the mail. I believe Rogers and Hollands is responsible for losing my wedding band previously. Although you tried to blame it on the postal service this ring was lost somewhere at your facility which would explain why only one of my rings came back in the envelope. You state we are at an impasse, however if you wanted to provide quality customer service you could. If you were doing business with a company that failed to make any attempt to right their wrong would you accept it? I do not accept sending my ring in again, potentially never getting it back just to get returned in worse condition than what it was sent in for. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pursuant to 18 USC 8,i owe no debt. This company is violating my consumer right to privacy pursuant to 15 USC 1681b 2.company has also NO permission to report ANYTHING using my info pursuant to 15USC 1681 4 Please take this off my credit report ! This account is closed since 2021

  Business response

  03/04/2024

  Good Afternoon!  Thank you for taking the time to share your concerns with us, we are committed to continuous improvement of our service through the feedback we receive. After reviewing your concerns I was able to confirm with our ***************** that they do still show a balance of $662.81 and the last payment was, $50.00 made on 03/06/2022. If you have proof of payment, other than what we show, please provide that information to our *****************. You can contact them directly with this information or to discuss any other questions or concerns you might have about your account by calling ****************, Option 1 for Credit, Monday - Friday 8:30 a.m. - 5:00 p.m. CST.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gold hollow ****** chain (******) and a 14K Orthodox Cross Pendant (******) and the protection plan (*****). On 12/03/22 we (my son and I) brought the chain because the clasp was not closing all of the way. They repaired the clasp . Again on 5/6/23 not even 6 months later the necklace was taken in due to the same issue. When asked if the clasp could be changed for a more secure one we were told no. We were not given the option to pay for the alteration. On 12/6/23 the clasp failed yet again and this time it fell off of my son and has been lost at school. I have tried to contact customer service and have yet to hear from anyone. This issue was supposedly escalated on 12/13/23 to a district manager and I have yet to hear anything. I feel that the necklace and pendant should be replaced by you as your faulty clasp is the reason it was lost. I doubt that I will get a response as that has been my experience. This was purchased for my 16 yo son at the time as his birthday present. It is under his name, ***************************.

  Business response

  12/28/2023

  *****, thank you for bringing this to our attention. I can see that you have been working with our Guest Relations Team to get in touch with the District Manager of this location. 
  
  I do understand anytime a special piece is broken and even worse lost it is heartbreaking. I can see from the repair history that it was worked on a couple of times and can be very normal for any item that is worn regularly. I can not speak to exactly what was discussed when you were told you couldn't switch the clasp back in May of 2023 but I can say that the cost of the switch would not have been covered by the Lifetime Protection Plan. It would have had been an out of pocket expense. I do apologize if this was not communicated clearly. The Protection Plan covers the repairs of the item to keep it in like new condition but not for any alternations. Repair work that is completed with us does have a 90 day guarantee. So with the last repair being completed in May, we are well past that guarantee. Doesn't mean the repair work won't last beyond that timeframe; however, it just means once normal wear starts happening anything can be a factor as to what has caused the new damage. 
  
  Unfortunately, the Protection Plan does not cover against complete loss of an item. If you are looking to replace this item, we can work with the store team and district manager on price to offer a discount towards a new purchase.  
  
  For more information including the terms and conditions of the Lifetime Protection Plan, please click here. *******************************************************************************************

   

  Customer response

  12/28/2023

   
  Complaint: 21040231
  
  I am rejecting this response because:
  I have yet to hear from anyone from this company. I keep hearing it will be ***** business hours. I know that the protection plan would not have covered the replacement clasp. I am VERY frustrated with all of this. I have necklaces that are decades old and worn all the time and have never had this issue from another jeweler.  I would like to know what the discount would be before I agree to anything. 
  Sincerely,
  
  *****************************

  Business response

  01/05/2024

  I do know the district manager of this location has tried to call, after reconfirming they were calling the correct number. They did say they left a message for you to discuss further on 1/3/24.  They will discuss this and any discounts at that time with you. 

  Customer response

  01/12/2024

   
  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. I am waiting to hear from the regional manager when he gets back from vacation. His voicemail was very hard to understand. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought a ring from this company in May of 2023. We were told we had a year to pay it off and that there was no set monthly payments. We just had to pay it off before the year. We went back to the store in June and September to make payments on it. We went back in to make a payment in November and were told that our account had been closed because we werent making any payments. This was a complete shock. We did not receive any phone calls, emails or mail notifying us that this was happening. They claimed they had sent us mail but it was getting returned. Turns out they had the wrong address. Again we did not receive any notice that this was happening. Now they are charging us an extra $1200 for something that was not our fault. And claiming that if we dont pay they will *** us. If anything we should be suing them.

  Business response

  12/20/2023

  **************-
  
  I am sorry to hear you feel this was not presented in a clear way; however, every person that opens a credit account should be reviewing their information that is being submitted to ensure it is correct as well as the terms and conditions prior to signing up for an account as you would with any other line of credit. 
  
  I did review your concerns with *************** and because it does not appear your name is the one on the account so we are unable to discuss this further. The person on the account needs to contact a member of our Credit Team please reach out by calling ****************,  Monday - Friday 8:30 a.m. - 5:00 p.m. CST.  
  
  Additional information about our financing as well as contact information to reach our credit department or how to make a payment is also available on our website.  

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

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into RH on 9/29/2023 found a ring that my wife loved, placed it on layaway by putting ****** down on it. RH staff reached out to me on several occasions trying to get me to come in with full payment. Oct 2, they sent me a link to one main financial to apply for credit. When I called RH it was stated to me that the ring will remain on layaway as long as we put money on it every month. On 10/17/2023 I received a call that the ring was sold and I can come pick up my ****** dollar check or they will mail it. This is the most hurtful thing you could do. I have a receipt for purchase that I put this ring on layaway. Simply sold the ring then call me to come pick up a check. Very unprofessional, bad business. It havent even been a month.

  Business response

  10/18/2023

  We would like to thank ******** for bringing this issue to our attention. We are always striving for new ways to improve and evolve our continuing education extended to our associates. While this situation is not ideal, we do believe we can correct the issue in a timely matter. The sku, *******, in question is a part of our traveling *************** line. We have a select number of pieces in varying styles, some being one of a kind, that travel throughout the company and are available for sale on the weekend of the shows. Typically, these items need to be paid in full and are not eligible for layaways. We do apologize for the lack of communication on our part. This would explain why the piece was put into layaway Friday the 6th and cancelled Sunday the 8th in the form of a refund check as well as explain the link sent for ******************* The store was trying to get the piece paid in full before it was required to leave the store. We can allow a transfer of this sku back to the Brookfield location as accommodation to be placed on layaway. Since this guest has picked up the $200 refund check from the Brookfield location 10/18/2023, we are requesting that the guest contact the store and let them know if they would like this accommodation to be fulfilled and the piece requested back to the store for layaway. If there are any other questions or concerns, this guest can reach out to the store or if they would prefer, they can contact our Guest ******************** at ************ and follow the prompts for Guest Relations. 

  Customer response

  10/19/2023

   
  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. I am waiting for the ring to be returned back to the Brookfield store and place back on layaway under my name.  I was informed that someone from the Brookfield location will contact me once the ring arrives. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *NEW*I purchased diamond lab grown earrings at a cost of $1699.00 in September of 22, wore them about 3 times put them in R&H jewelry cleaner and the s*** STRIPPED the earrings where in as the s**** backs wont s**** on and they began to tarnish, I returned them to R&H on April 11th 2023 for them to analyze what happened. After keeping them for over a month and a half, I had to call and ask what was taking so long, they informed me that I FAILED to s**** the earrings on right and stripped them, I asked well what caused the discoloration they had NO IDEA, because this had NEVER happened in the history of R&H being in business. They then informed me that I would have to pay $360.00 to have them remounted, I asked them if they thought I were a fool, then ****** ************** whos title went from President to assistant president to district manager and so on offered to DEDUCT $100.00 for some LEMON A** EARRINGS that they sold me, these earrings ARE NOT white gold or they would not have turned BLACK after 3 wears.they returned my earrings the 1st week in June.I have pictures that I will be posting so THE ***** can see the ******** that Rogers and Hollands are selling, Im not done, Ill see their ***** in court, because you cant force me to pay for repairs for some LEMON A** EARRINGS that werent even a year old even WITHOUT THE insurance. I will be posting negative reviews EVERYWHERE.If you want to be CHEATED AND SCAMMED THEN SHOP WITH ROGERS AND HOLLANDS JEWELRY!

  Business response

  06/26/2023

  After reviewing this complaint, we went back and reviewed this guests purchase and repair transactions as it relates to the item in question.  We see the guest purchased (with a trade in), 14KW 1TW PC I SI2 Lab Grown Diamond studs on 9/10/2022 on transaction 15083-9070788, with no added protection plan. The protection plan is something we strongly suggest to all our guests as it covers future repairs an item may need from normal wear and tear to keep the item in like new condition.
  

  We then see that this guest brought these in for a repair on 4/11/2023.  From the repair notes: please advise/give estimate. guest does not have a protection plan and the earrings mounting look scratched up and disintegrated. The repair was sent to our *********** jeweler and an estimate of $360 was given to bring these earrings back to like new status. The guest declined the repair charge and called into corporate. The guest was put into contact with the Regional Vice President where he offered $100 discount to the repair charge. The guest declined the discount and requested the earrings be sent back to our ************** location unrepaired.
  

  As for the concerns with the cleaning solution causing the tarnishing and damage to the posts, our cleaning machines and solutions are made to clean diamond and karat gold and feel this would not have caused this kind of damage. We use this solution companywide as well as sell it in store for our guests to use at home and have not seen anything like this happen.
  

  This guest was offered and declined the protection plan at the time of purchase, that would have covered repair charges. We then offered to discount the repair charge to try and come to a mutual agreement but the guest also refused this.  At this time there is nothing else we feel we can do as we are following all company policies and we have to treat all guests consistently and fairly. If the guest still wants to have these repaired we stand by the discount she was offered at the time. 
  

  Thank you and have a great day. 

  Customer response

  06/28/2023

   
  Complaint: 20232291
  
  I am rejecting this response because:
  Rogers and ******* has sold me pair of LEMON EARRINGS, even as they said that the post has been stripped what would cause the earrings to turn black, if in deed they were WHITE GOLD, they stand on that this has NEVER HAPPENED before when in fact it CAN HAPPEN and it has, again with a purchased warranty or NOT the earrings were not even a year old how does that happen if the earrings were not DEFECTIVE at the time of sale, if they are not willing to fix or exchange then my only recourse would be to see them in court, Ive purchased plenty of pieces with them and has NEVER had a problem with without having purchased a warranty, but things DO HAPPEN and rogers and holland needs to accept that fact, they tried bullying me into giving them more money to repair THEIR PROBLEM, Im still paying for the earrings with my approved credit with them. So they will either FIX, replace or pay in court!
  Sincerely,
  
  ******* Devereux

  Business response

  07/05/2023

  After reviewing this guests rejection letter, the only solution we can provide to this guest is invite them back into one of our locations so the earrings can be sent back to ***************. We will need to have them looked at and diagnosed again. Once *************** has reviewed them again, we can see if there are any other solutions. To remain fair and consistent with our policies set in place for all our guests, if there is a repair needed there will be a charge assessed to this and the discount toward the repair can be applied again. 

  Customer response

  07/18/2023

   
  *************** to the company for resubmission of the earrings for evaluation, there was no where on the initial E-mail to respond, so Im hoping this will reach the right department, if Rogers and Hollands is offering the same review of the earrings and saying that it was my fault that the s**** backs arent currently s******* on because I must have screwed them on incorrectly and that I caused the WHITE GOLD to turn black which should never happened is my fault and theyre still saying that the replacement cost will be that of $360.00 with a $100.00 dollar discount, I am still not willing to accept that offer, they need to accept the fact that there are FAULTY ITEMS that are sold and this happens to one, I will gladly take the earrings back into one of their stores for a different evaluation.
  
  ~Ms *******~

  Business response

  07/19/2023

  We are sorry to hear that Ms. ******* is still not satisfied with the options she has been given but unfortunately at this time there is nothing more we can do. We have offered everything we can following our policies while staying consistent and fair to all of our guests. Based on the original evaluation done by our repair team to obtain an estimate to get them back to like new condition, these are not faulty. They do require work to get them back to like new condition and as explained in our prior communication there are reasonable explanations for the issues she is having. She also declined the Protection Plan at the time of purchase, which would have taken care of these repairs at no cost and again is something we highly recommend to all guests so they can have peace of mind knowing there special pieces will always be taken care of.  To repair these to like new condition we have already offered a discount to the guest that she has also declined.  The option to send them back in for reevaluation stands which would offer the guest an opportunity for us to give a second opinion as does the offer to discount the repair cost. 

  Customer response

  07/20/2023

   
  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.
  
  Sincerely,
  
  ******* Devereux

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in March I had received a email stating I was 30 days past due on my payment to the Rogers and Hollands credit company. I have had an account with them for a few years and have never been late once. In March, I knew my wife and I were going on our honey moon so I turned on the Auto Pay function in their website. I entered the minimum due which I believe was 62 or so dollars and selected my checking account. Received the auto pay ID and went on my merry way. At no point do you receive any emails for this auto pay scheduling or any further information. Well, come to find out, it didnt put a single dollar towards my payment and now my credit report took a massive hit for no reason. When I received the email that I was past due (from credit karma not Rogers and Hollands keep in mind) I immediately made the payment thinking I made the mistake. I reached out to Rogers and Hollands credit company and explained that I had been on my honey moon, went to make the payment and thought maybe it didnt go through due to spotty Wi-Fi. Anyways, days went on. Im upset that they cant help me out at all but it is what it is because I thought it was my mistake. Now comes April. I again scheduled the auto pay for the April payment a week in advance (4/14/23 payment due 4/21/23) and select my checking account as form of payment. I received the confirmation id, on the website not via email, and went about my life. Well come to find out, I check my account today, 4/24/23, Im past due again and the auto pay did absolutely nothing. Never received any errors during scheduling. Seems like a massive scam to me. And you want me to pay 5 months on time to fix my credit report? I will never use Rogers and Hollands credit again.

  Business response

  04/26/2023

  After reviewing this case, we have spoken directly to our credit department team and it has been discovered the auto-pay was not set up correctly nor was the auto-pay amount in the right amount. The guest has been contacted by a credit supervisor to rectify this situation to prevent any further disruptions with their payment. A call back has been requested on behalf of the credit department so they can guide the guest through the process of setting up auto-pay correctly with the correct amount and can be contacted Monday Friday 8:30 a.m. - 5:00 p.m. CST at ************** Dial Opt. #1 Credit Account. 

  Customer response

  04/26/2023

   
  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. I will call back to figure out how to use the auto pay function. Thank you  

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

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