Complaints

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took 2 family rings in so that I could use the diamonds in them to make a new ring. 5 diamonds all together would be used to put in a 14k white gold ring. The gentlemen who helped us quoted us an estimate for $475-$500. I was thrilled. They said it would be ready in 1 week. I got a call 8 days later from a woman working there saying the price was now going to be $1,200. Feeling as I was a victim of a bait and switch I told her I would be picking my diamonds up and taking business elsewhere. She then told me I was not able to have my property back as they were in the designers vault that she did not have access to and the designer was on vacation. After speaking with several other jewelers they advised me to call and file a police report as they are withholding my own, very valuable, property from me. While I am still deciding on this I did find it pertinent to file a claim here as this is terrible, unethical and crooked business practices. Bait and switch is illegal for a reason and then to keep someones property from them is even worse.

  Business response

  08/24/2023

  To:  ********************************* at BBB
  Between my wife and I, we have been in business for 47 years and have a very good reputation with many referrals from satisfied customers..
  I sincerely apologize for the miscommunication.
  I gave a rough estimate for a pre-made ring that would accommodate her stones. 

  However, a pre-made ring was not available for her particular combination of graduated diamonds so I got a new estimate for a custom made ring to fit her diamonds.
  Custom made jewelry is more expensive than pre-made.
  I intentionally left the ring with my benchman so that if the customer said go ahead he could start it immediately and then the ring would be finished by her requested date.
  The customer was given the new information and the reason for the price increase.  The customer said no and then she was told that the ring couldnt be returned until Wednesday afternoon but to not come in until we called with the exact time.  The customers step-mother (who is very pleasant) came in to pick it up in the morning before we called.
  Also, when the jewelry was dropped off initially, I weighed the  diamond and told her that the diamond was chipped. 
  I find it interesting that along with this customers devastating review there were additional bad reviews in a 24 hour period but nothing specific.   (her friends?   &/or   family?) 
  We have not had any bad reviews until this customer.
  It sounds more like defamation of our character than bait and switch.
  ******** Coyle and ****** Coyle

  Customer response

  08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The business is clearly not accepting any kind of accountability for their actions. The claim they have no bad reviews prior to my experience with them is blatantly false as there is a Yelp review from someone with a similar bait and switch experience. My stepmother and father did in fact telephone the company to explain they would be coming in. My stepmother is battling breast cancer and for her to make a trip to the business is tiring alone and the fact the owner did not tell them there would be no estimate given-the reason for the visit- is appalling. At no point was it discussed that there would be use of a premade ring versus custom. Out of the four people who were there, not one can attest to this ever being part of the discussion. Perhaps if the business was an honest one the reviews would be better but its a clear reflection of what happens when you do not conduct a business ethically. I will continue to spread the word about this business and ward off others as I have several friends getting engaged in the upcoming months. I happily spent twice as much at the recommended jeweler and would do it again. Its a shame anyone walks through their door and falls victim to their scheme. 
  
  Regards,
  
  *****************************
  

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