BBB Accredited Business since
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National Jewelers Supplies sells wholesale jewelers supplies, tools and equipment.
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A BBB Accredited Business since
BBB has determined that National Jewelers Supplies meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for National Jewelers Supplies include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMrs. Carlene Murphy, Office Manager Mr. Dennis Shea, Owner
Number of Employees
Method(s) of PaymentMasterCard
Refund and Exchange PolicyThe business states that their refund policy is as follows:You can expect a refund in the same form of payment originally used for purchase as soon as possible upon our receipt of your returned product. 14 day money back guarantee We want you to be fully satisfied with every item that you purchase online from nationaljewelerssupplies.com. If you are not satisfied with an item that you have purchased online, you may return the item for a full refund of the purchase price, minus the shipping, handling, or other charges, subject to the time period specific to that product and according to our Return/Exchange Instructions below. The item must be returned in new and unused condition, in the original boxes, and with all paperwork (this includes warranties), parts and accessories to insure full credit. "New and Unused" means that there are no scratches, marks, or blemishes on the item, there are no signs of wear on the product, the tags, or the case; and if applicable, the clear plastic wrapping has not been torn or removed. The product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used. All items properly returned under this policy are eligible for a refund or a store credit at your option. If you choose a refund, the adjusted purchase price will be credited in the same form of payment used for the original purchase. Refunds on purchases made with a credit card will only be credited to the same card. Once we receive and inspect your return, your money will be refunded or your credit card account will be credited. The credit will be made within 10 business days of receipt and verification of the merchandise. Please allow one monthly billing cycle in order for your credit to appear. No returns will be accepted without Return Authorization. After the 14 day grace period, a return may be accepted at the discretion of National Jewelers Supplies; however, it will be subject to a restocking fee of up to 25%.
101 Mystic Avenue
Medford, MA 02155 (888) 657-8665 (781) 393-8665 Directions
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Additional Phone Numbers
- (888) 657-8665(Phone)
- (781) 396-1433 (Fax)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: When I received my purchase, a ******* Precious Metal tester , the unit was not in working order. I immediately contacted the vendor from whom I bought the unit under the impression that my issue would be quickly resolved due to their widely advertised "14 day money back gaurantee". Several emails and phone calls were exchanged with the vendor but they refused to address my situation and told me that they would not accept the return and instead directed me to the manufacturer in China to see if my issue could be resolved. Response from China was slow coming and in the end neither party agreed to stand behind their unit and accept the defective merchandise and provide me with a refund. As neither the vendor nor the manufacturer were addressing my concerns, I simply sent the product back to the vendor and after 4 weeks I finally received a refund. Sadly, the amount refunded was $1390...short over $300 dollars of the purchase price of the unit. I'm told that the discrepancy was for re-stocking. A restocking fee would imply that the defective product I returned was re-stocked it and the next person to purchase will end up in the very same situation as I. If I had simply changed my mind on the purchase, a re-stocking fee of some sort may make sense but in this case it was not a case of changing my mind on the purchase - it was DEFECTIVE and did not work. I do not think it is appropriate for me to be expected to pay over $1700 for a defective piece of equipment nor do I believe that it is fair for me to pay a restocking fee of over $300 on a unit that an ethical company would not, and should not, put into recirculation in the first place!
Desired Settlement: The refund I received should have been for the full amount of my purchase and I should not be responsible for paying any kind of "restocking fee". I would like to see the restocking fee refunded as well.
Customer originally ordered an ******* Gold tester on 9/8/11. He contacted our office after receiving item and stated he did not like the item and wanted to return it. I explained to him that gold testers were non-returnable. This is clearly stated on our website. He was persistent and then stated he would like to upgrade the item to a ******. I agreed to let him exchange the item. During this discussion, it was stated many times that this item was an item that was non-returnable. A note indicating this was on the sales receipt the customer received. He then contacted our office stating that he was unsure of the tester. He did not think it was working correctly. I gave him the distributors information and told him to speak with them directly. He then recontacted me and was unhappy because the distributor was not contacting him. Apparently he was out of the country for a time because his wife contacted me and stated she wanted to return it directly to me and I told her that she could not. Customer then called me again and after a lenghtly discussion, he told me he was returning the item to me and it did not matter that he would be charged a restocking fee because the item was useless to him. I received the item from the customer and we shipped the item to our distributor in Japan and they contacted me and told me the item was working fine and there was not a defect with the item. They cleaned up the item with new directions, packing materials and new adaptor and sent it back to us. The customer clearly stated he did not want the machine back and he was informed once again that he would be charged a restocking fee for this return. This was done via email. The restocking fee consisted of original shipping costs as well as the return shipping costs to Japan as well as the packing material. At all times, the customer was aware of this because he had emailed me wanting to know the costs and I had to have him wait until I received the information from the distributor. Copies of these emails are available at your request. I believe at all times we treated this customer fairly.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns.
Business Response: The customer called after receiving the tester and was not sure he was using item correctly as he tried it twice and it seemed to be working but was unsure. he was advised to contact the distributor for some helpful hints and to walk him through the setup. He was going to contact me in a few days if he did not figure it out. Two weeks later, his wife called and said she was returning the item to us because it was not working according to her husband. I advised her that she need to contact the distributor directly regarding this and she said no one answered her so I contact distributor and had them deal directly with customer. The policies and return policies are posted clearly on our website and once again they were given the information that the gold testing equipment was non-returnable. The customer called again and was very irate with the response given to his wife and I once again informed him that he needed to contact the distributor as the item was non-returnable. A fact that was both written on our website and on the order form he received. After much discussion it was decided that he would return the item to me and I would in turn forward it to Japan for review and that he the customer was going to be responsible for the shipping charges. He agreed to this (as he states in his response) and also that he would be subjected to restocking fees depending upon what the problem was with the unit. As stated previously, the unit was in working condition when the distributor received the unit. I contacted customer with all of the information regarding this as well as telling him the cost of the shipping charges as well as the restocking fees. He became very upset and told me to keep the machine as it would be my Christmas present (this discussion occurred on December 23) and not to bother crediting his card on file. I then told him that was not how we do business and that I would be issuing a credit to him minus the charges stated above. I once again state that we followed all of our posted polices for returns and we went above and beyond to try to help him. He was advised that we would ship the item back to him which would have been an amicable situation and positive solution to his problem but as you can see by his response, he was not agreeable to this. I believe we have treated this customer fairly.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved