Complaints

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this jeweler from a reversal of a friend to have a different style clasp installed on my necklace. I was wearing my bracelet that matches my necklace. The jewelry associate sees it and tries convincing me it needs polished. She was adamant that it needed cleaned. I reluctantly have in because I'm against polishing it removes gold, i agreed to cleaning not polishing of bracelet. July 1st went to pick up jewelry, the pieces I left were mixed up and the one to be altered was not and the other was switched, altered or replaced, accidentally or on purpose. Either human error and a cover up or outright switched it for financial gain. Tried working out now for 2 months, my jewelry was given back to me in a dark parking lot 30 miles from their store, at *** IN SOUTHERN PLAZA. The bracelet they had was to be cleaned, but they supposedly mixed-up my jewelry repair order, altered the bracelet without permission and it is not the same bracelet it is half the weight of original. It is not my bracelet, it is wrong mm width of gold by. 5mm My before leaving it was 9mm wide ,10" long14k gold figaro that weighs 56 grams. What was returned to me is 8.5mm Wide,10"long14k figaro that weighs 37 grams. That is 19 grams lighter and half a millimeter less in width. I had also bought a ring from them right before receiving my screwed up bracelet back, and diamonds are falling out of it. The bracelet is light the, clasp is cheap and will not stay locked. I have not worn it now since it was dropped off there in June. Before that it was on my wrist since 2015,I know this is not my bracelet. They will not own up to their mistakes I told them to buy my bracelet for what I paid in 2015 $4200 and take this cheap thing and sell it, They refused. Today they said Iam not welcome back in their store. I was polite, and have been cordial and now have a piece of jewelry that I cannot wear and is not mine. They asked they made the mistake of altering it but do not care to fix their error.

  Business response

  09/15/2022

  **************** is our main priority and the accusation from ******************* is not something we take lightly. We have policies and practices in place to mitigate issues of loss, damage, or any other circumstance that *** arise. As a Luxury Jeweler, we deal with jewelry that is high value, heirloom, and sentimental. 
  
  ******************* came to us because of a referral, on 6/14/2022. **** came into our store to get a new clasp put on his necklace.  Our sales associate noticed his bracelet and suggested that he might want to send it in for a clean and polish as well. This suggestion was made so ***** jewelry would match in shine and luster.
  
  As per our policy, when we take in jewelry for repair, we take a high-resolution photo and write a description at our POS system. Once documents are printed, they are presented to our customer for signature. ***** job was due 7/5/2022. **** called a few days before and requested his job to be done on 7/4/2022. We obliged.
  
  On 7/1/2022, **** came into the store to pick up his repairs. We mistakenly reversed what was requested and our shop put a brand new box clasp on his bracelet and cleaned and polished his necklace. **** immediately said, that is not my bracelet since the box clasp is different. We discussed with him the mistake. I brought down his old box clasp from our repair shop and showed him that what the clasp looked like that was removed. He suggested putting a heavier box clasp to match his original. We refunded him his money for both repairs. He informed us that he was leaving the next day. We ordered a new heavier box clasp that Friday and had it Saturday delivered. We knew he lived on the southside. We tried to go above and beyond, so our COO offered to drive his bracelet to him as soon as it was complete. He happily accepted. On Saturday 7/2/22, when the bracelet was complete, we asked **** where he would like to meet and only requested that it be a public place. Our COO, his wife, and another associate who all live on the southside and carpool, met him at the *** in SOUTHERN PLAZA. **** took his bracelet and still stated it was not his. 
  
  **** called after his trip and said the box clasp was not the quality he once had and that because of the change it was not his bracelet. I informed **** that I could have a Custom handmade clasp created for him at no charge. He told us he did not want to leave any of his jewelry with us anymore. I also suggested that he take his bracelet to any jeweler that he felt more comfortable with to put on a clasp that would meet his standards and expectations and we would pay the bill. **** then started saying things like:  my bracelet was heavier. I asked if he had any receipts or anything depicting what its original weight was at the time of purchase. Our intention with finding an original weight was to make a clasp that was heavy enough to bring his bracelet back to its original weight. He sent documents and receipts for his original purchase. Unfortunately, NONE of the receipts have a description for what was purchased. Only a dollar amount. However, **** did have a warranty. I called the warranty department with his permission. The warranty company informed me his receipt SKU and warranty information was for a 9mm Figaro NECKLACE. 
  
  We will still do what is needed to get ***** bracelet back in original condition from our mistake. However, this does not warrant a new and heavier bracelet. 
  
  **** was not aggressive and did not raise his voice at any point during this ordeal. He ended up using his refund towards the purchase of a gents diamond ring out of our estate case. During the last visit to our store, he informed us that a diamond had fallen out of his ring. We told him we would take care of that at no charge as our estate items have a one (1) year warranty. He said he did not want to leave it with us.
  
  Unfortunately, we did have to trespass **** from our store the moment he threatened us. He said if we do not give him a ************************************************************************************************************* front of our establishment and picket our business and tell customers not to come in. 
  
  We are not perfect, though we strive to be the very best. We made a mistake by installing a new clasp on Gregs bracelet. We refunded him all his money on both of his repairs and offered him various options to correct the mistake.  We offered to fix the existing bracelet and we offered to order him a brand new bracelet at the weight of his current bracelet.  We feel we have dealt in good faith to rectify this situation.  
  
  ****************************
  Smiths Jewelers
  CEO
  
  

  Customer response

  09/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

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