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Initial Complaint
12/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a diamond from Fred Meyer jewelers in *********** ******. This was a diamond sales event so I upgraded the solitaire in my wedding ring. I paid a fair amount and they kept my original stone. And now after several years and cleaning my ring it has been brought to my attention the stone that they had put in my ring is a cubic zirconia not by any means a real stone.
Business response
12/27/2024
Thank you for contacting Fred Meyer Jewelers. Your comments have been forwarded with our District Sales Manager for the store in concern. Once they have reviewed your comments, they will be in touch on further resolution. We look forward to resolving this concern.
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Here we are again, needing to file with the BBB to get any cooperation from this company. When the Littman location near me closed years ago, we came to an agreement that I would not use the virtual inspection function and rather 1 time per year Littman would send me an envelope with prepaid postage to send in my jewelry and they would inspect/fix/clean and mail back. I was also assured the jewelry was "insured" in the process of transport. I called Littman 10/22/2024 and after being on the call for about 30 minutes, I was given reference number ******** and advised they would be mailing me the envelope/postage to send my jewelry. It was never received, so I called back today (11/04/2024) and gave the reference number and the agent (*****) just kept "apologizing for the inconvenience" and telling me they cannot send an envelope. I explained I was already advised they were and she said she could not assist. Her supervisor refused to come to the phone. **************** at it's best, as always with this company.
Business response
11/21/2024
Thank you for contacting Fred Meyer Jewelers.
Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you.
Please know that we have promptly escalated your inquiry to our repair department, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future.Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
Once again, we apologize for any inconvenience caused,and we appreciate your patience and understanding.

Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.
Initial Complaint
11/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My ring has continuously had the same prongs over and over loosen and my diamonds get loosened. I have had this fixed 4-5 times and the repair doesnt work., my ring has a product defect and is faulty . I do not wear my ring but once a month . This should not be happening for something I paid a lot of money for . I have read my terms and I would like a cash settlement , store gift card or a replacement for a comparable item .
Business response
11/05/2024

Thank you for contacting Fred Meyer Jewelers. We apologize for the issues youre experiencing with your merchandise. To best assist you, this concern will need to be addressed by the store nearest to you. Could you please let us know which store you have been working with? Well make sure the District Sales Manager connects with you to help resolve this matter.
Thank you, and we look forward to assisting you further.
Customer response
11/14/2024

Complaint: 22501550

I am rejecting this response because: Someone can call me at ************. But please realize I have had this ring fixed many times so I am asking for a replacement for a faulty product thats defective. I will watch for a call .

Sincerely,

******* *****
Customer response
11/22/2024
I went to the Fred Meyer jewelers in *********************************************************** . They are the only two in these cities.
Business response
11/27/2024
Thank you for contacting Fred Meyer Jewelers. Your comments and concerns have been shared with our District Manager of the locations mentioned above. Please allow up to two business days for your concern to be addressed. Thank you.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought ring at a Littman jewery store which was bought by meyer jewery on 3/23/19. Purchased a life time care plan for $149.00. I sent the ring in on 7/26/24 got a e-mail that they received it and was said to be in repairs, called customer service many times to the point where they said it was up to corporate, they say they will contact me but never do. i just want my wifes ring back or *********** is now the end of oct.
Business response
11/05/2024
Thank you for reaching out to us regarding your wifes ring. We understand how important this piece is, and we apologize for any frustration caused by the repair process.
We have been in contact with your wife to review the details of the Lifetime Jewelry Guarantee and the associated requirements. Unfortunately, we found that some of these requirements were not upheld, which has impacted the repair timeline.
We are currently awaiting confirmation of which diamonds need to be replaced and will be sending this information to you shortly. Once youve reviewed the details, well proceed with the next steps, including payment collection, to complete the repair or replacement process.
Thank you for your patience and understanding as we work to resolve this matter for you and your wife.
Initial Complaint
10/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 2/5/11 & 5/10/14 we purchased a total of 2 rings from Littman Jewlers in *******, ** each with a Lifetime Jewelry Careplan. Each careplan cost $65.24 with tax. The terms of the careplan were that we had to have the ring inspected every 6 months to maintain the plan and this was easy to do for a while until the local stores closed. At that point we were told to just have any dealer inspect the ring and if work needed to be done to go to the Rochester store which about an hour away by car. Somewhat inconvenient, but doable. Now with all stores within 100miles closed and merged with **** Meyers Jewlers, who I believe is only on the west coast, my only option is to mail the ring for service, which I am not willing to do, as that is NOT WHAT I PURCHASED AS MY CAREPLAN! I have also read dozens of BBB complaints on service nightmares with shipping jewelry with **** Meyers, so I looked at the fine print on my brochure and it clearly states in TERM/CONDITION 15) CANCELLATION: You may cancel ************ Plan after thirty (30) days from date of purchaseIve called and emailed case#********and all **** (most notably ***** ******** Jewelry Ambassador) continue to state We apologize for the inconvenience, the lifetime jewelry care plan cannot be refunded anymore due to the policy of Fred Meyer Jewelers, it has been beyond 90 days from the date of purchase. Please be informed that you can mail out your jewelry for any repair Ive sent pictures highlighting the terms/conditions in my brochure AND EVEN IN THE CURRENT BROCHURE WHICH STATES THAT You may cancel ************ Plan after ninety (90) days from the date of purchase.All I am seeking is that FMJ honor the LEGALLY BINDING terms and they give me pro rata refund of the Plan Price based on a term of thirty-five (35) years less the cost of claims paid (if any). *** had no claims and I do not wish to ship it for repairs. I should be refunded about $46 for one and about $40 for the other.Please make this right!
Business response
10/28/2024
Thank you for contacting Fred Meyer Jewelers regarding your ********************* Plan refund inquiry.
We apologize for the inconvenience and runaround. Your care plan refund request has been received and can be processed once the ********************* Plan Refund Request form is filled out and emailed to ********************************************************************

Upon receipt, we will process the refund.
Customer response
11/05/2024

Complaint: 22403977

I am rejecting this response because:
Thank you for your response and for finally offering me a solution to get my refund! Here is the completed form. Please confirm receipt and let me know how soon I can expect the refund and how I will receive it.

Best,

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

Sincerely,

****** *********
Business response
11/05/2024
Resending the form back to customer for processing via email- form uploaded is coming up incomplete. Contacted customer.
Business response
11/06/2024
Hello ******,

To clarify, the previous email you received was sent in error, and I can confirm that the refunds have indeed been processed by the appropriate department. I sincerely apologize for any confusion this may have caused and appreciate your patience in this matter.
Please let me know if you need any further confirmation or assistance.

*****

***** ********** | Communications & Relationship Manager
Human Resources | Fred Meyer Jewelers
office: ************ fax: ************
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
PENDANT WAS BOUGHT 11/11/23. WITH THE CAREPLAN WHICH CLEARLY STATES "WE WILL REPAIR OR REPLACE ANY EARTH MINED DIAMONDS, LAB GROWN DIAMONDS, OR GEMSTONES PURCHASED FROM FRED MEYER JEWELERS, FREE OF CHARGE, IF THEY BECOME CHIPPED, BROKEN, OR LOST FROM THE ORIGINAL MOUNTING FOR PURCHASES UP TO $50,000 REPAIR ATTEMPTED 9/17/24 KROGER CONTACTED MYSELF 9/20/24 STATING UNABLE TO REPAIR OR REPLACE, BUT THAT I HAD A $500 CREDIT AT STORE TO CHOOSE A NEW PENDANT DAUGHTER WENT IN TO CHOOSE NEW PENDANT AT STORE AND WAS TOLD UNABLE TO HONOR THE $500 CREDIT AS THEY HAD MADE A MISTAKE IN AMOUNT PENDANT WORTH. WHEN ASKED TO PLEASE FIX THE PENDANT AS ORIGINALLY REQUESTED, I WAS TOLD THIS WAS NOT FEASIBLE AS IT COST MORE THAN THE NECKLACE WAS WORTH.I WOULD LIKE THE CAREPLAN HONORED WITH THIS VERY SENTIMENTAL PIECE TO BE FIXED AS STATED ABOVE AND PAPERWORK ATTACHED, THANK YOU
Business response
10/28/2024
Thank you for contacting Fred Meyer Jewelers.
Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you.
Please know that we have promptly escalated your inquiry to our District Sales Department, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future.Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
Once again, we apologize for any inconvenience caused,and we appreciate your patience and understanding.

Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.
Customer response
10/29/2024

Complaint: 22372381

I am rejecting this response because: I would like to keep the case open until a resolution is obtained.

Sincerely,

******* *******
Business response
11/05/2024
Follow up request sent to District Sales Manager for resolution - their office will be in touch with customer.
Customer response
11/14/2024

Complaint: 22372381

I am rejecting this response because: I have little faith the business will contact me regarding this matter, thank you!

Sincerely,

******* *******
Customer response
11/22/2024
NO, **** Meyers has not reached out to me in any form, either in writing nor telephone. I frankly am not surprised they have not contacted me as, this is how they do business. Sad... Thank you for trying to help out in this matter, not sure what else can be done at this point.
Business response
12/06/2024
Thank you for contacting us- your comments were forwarded to the District Sales Manager and Store Manager for review and they will reach out to you to address this further - if they haven't already.

Thank you.
Customer response
12/06/2024

Complaint: 22372381

I am rejecting this response because: BECAUSE I STILL HAVE NOT BEEN CONTACTED BY ANY AGENT FOR **** MEYERS, NEITHER THE MANAGER HIGHER. THANK YOU!

Sincerely,

******* *******
Initial Complaint
10/07/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
With my wedding ring and engagement ring, my husband purchased the lifetime care package. This package included the following that I would use often: ring refinishing, ring polishing, and ring refinishing among other covered repairs. Since most Littman jewelers and their we site taken over by **** Meyers, I have been unable to use any of these services. I submit my photos for inspection and ask about these services and I get no response. I call and they say to email. I emailed and get no response. I have tried several times in the last two years to get my ring serviced.
Business response
10/28/2024
Thank you for contacting Fred Meyer Jewelers.
Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you.
Please know that we have promptly escalated your inquiry to our repair department, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future.Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
Once again, we apologize for any inconvenience caused,and we appreciate your patience and understanding.

Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.
Customer response
10/31/2024

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.

Sincerely,

******** ****
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
We purchased my wedding ring on 3/26/2011 from Littman Jewlers with a Lifetime Warranty. Over the years I brought my ring many times for inspections, cleanings, dips and for a ***air. At some point Littman was bought out by **** Meyer Jewlers. Since **** Meyer took over I sent the ring (2021) via mail (since no locations in my state) for inspection, cleaning and to be dipped. On 10/26/24 I called to send the ring in again for inspection & cleaning and was informed that there is a portal now. I logged on to the portal and noticed only the small, inexpensive insert part is listed under warranty. It took several calls but on 8/30/2024 a customer service *** informed me that the entire ring is not covered under the Lifetime warranty only the little insert (that will only fit in this style ring) is covered. I was shocked and asked when this changed and she could not explain. I asked if only part of the ring is covered who decided which part? It makes no sense to NOT have the Lifetime warranty for the largest, most expensive part of the ring that has majority of the diamonds ONLY the little insert. I cant believe Im hearing this 13 years later! Clearly a mistake on their end when inputting info to a portal. The ***resentative couldnt answer any of my questions so I asked for a supervisor or management and she said I need to start a claim and a supervisor would call me back. I was given case #******** and waited to hear back. No supervisors ever reached out. Ive called at least 2-3 times a week in the last month asking for supervisor w/ the claim # each time & told someone would call me back. Last week when I called again the *** said that the big supervisors in a different building took over the case, not his supervisor but he had no contact info to give me only that her name was ******** and she would call me soon. The *** also could see the several times Ive tried calling so it must be noted. I have yet to hear anything from **** Meyers!
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 5/3/24, **** Meyer/Littman Jewelers received a watch that was purchased for my husband, to perform repairs. I have had no communication with them, that theyve initiated about the process. I have called/emailed NUMEROUS times. With a thread of emails as proof. Theyve provided no information or proof to back up the claim they sent it out to Citizen. Its gotten so bad, on 7/17/24, I told them to send the watch back to me. Because I was informed at that time, they still had it at FMJ/Littman. Today, they advised it was sent to Citizen last week, which is odd. Because that means they sent it out, after I asked for it back. The repair department is REFUSING to speak to me. So, at this point, my husband and I assume it was either lost or stolen. There is no reason, almost ******************************************************** our item. I am livid and someone at that company needs to do better! Im expecting they correct this issue INSTEAD OF giving me the run around, about an item that was well over $600.
Business response
08/09/2024
Thank you for contacting Fred Meyer Jewelers.
Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you.
Please know that we have promptly escalated your inquiry to our repair department, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future.Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
Once again, we apologize for any inconvenience caused,and we appreciate your patience and understanding.

Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.
Initial Complaint
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Engagement ring and wedding band were purchased from store in *********** store in 2011, which closed soon after. I spent years driving to ********* (one hour each way) for annual inspection and/or any repairs needed to honor warranty which was purchased for engagement ring. When ********* store closed due to COVID, I started having to ***** rings annually. I have always provided full documentation for purchase and all yearly inspections, etc. last year Fred Meyer Jewelers (FMJ) replaced a diamond in the engagement ring. This May, the same stone fell out. FMJ has had my rings since late May and continues to jerk me around regarding not only the repair, but now the purchase of the rings. I have spent countless hours (away from vacation time and work time) trying to get this resolved with one representative after another who assures me it will be handled, and still nothing. I cant get names of supervisors or anyone to return my calls. I have scanned every document (over 20 pages from FMJ of details of jewelry inspections and repairs) and I am now being completely ignored. I have asked them to replace the diamond and return the rings to me (last Wednesday) and have her to receive a confirmation that this will take place. This is, by far, the worst customer service I have ever experienced, AND they have my most treasured pieces of jewelry in their possession. Can someone PLEASE help me, PLEASE?
Business response
08/09/2024
Thank you for taking the time and reaching out to us about your repair experience. We apologize for this experience; this certainly isnt the experience we strive for with our customers. We are grateful for good customers who let us know of their concern and give us an opportunity to correct a situation that should not exist.

In order to give your concern personal attention, it has been shared with the lead of the ***************** involved. Since their offices have the day to day responsibility for the operation of the department you are working with, they will want to contact you directly with the status update and next steps.

Thank you again, for taking the time to contact us and you can be assured that we will make every effort to eliminate the recurrence of consumer dissatisfaction such as yours.

Sincerely,

Fred Meyer Jewelers
The **********

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