BBB Accredited Business since
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This company offers jewelry manufacturing, distribution of jewelry tools, equipment & findings in 14K & sterling. We are a retailer and wholesaler of finished jewelry and beads in sterling, 14K and semi precious stones. Wey provide services in custom jewelry using gold and stones provided by the customers or purchased our store, as well as services in bead and pearl stringing.
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A BBB Accredited Business since
BBB has determined that Casa de Oro Jewelers 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 Casa de Oro Jewelers include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. M D Schade, President Mr. Terry Schade, VP
Jewelry Designers Diamond Cutters Diamond Setters Gold Leaf Gold Stamping Jewelry Manufacturers
4940 Gollihar Rd
Corpus Christi, TX 78412 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: My fiancee had my engagement ring custom designed and made at Casa de Oro in December of 2013. When we began looking for wedding bands in the past month we realized that the design of the ring made it impossible to fit a wedding band alongside the engagement ring. We tried several styles of rings but were told that we would need to have the engagement ring adjusted or have a band custom made. We made an appointment with ***** at Casa de Oro, who my fiancee met and designed the ring with in the first place, and met with him on Saturday, August 16th. When we explained what we were looking to do, he told us that our options were to have a wedding band custom made or have the band of the engagement ring reshaped. We decided on the latter when he explained the process and gave us an initial quote of around $100 for the work. He also gave us a quote for around $700 for a wedding band and the work. I told him that were going to wait to decide on a wedding band because we hadn't planned on spending that much. We left the ring with *****, and he told us that he would talk to the jeweler on Tuesday when he was back in the shop, and call to let us know exactly what the cost of the work would be. On Tuesday the 19th, when I spoke with ***** he quoted $450 for the work and a wedding band. When I reiterated that we were just interested in the work on the existing engagement ring he told me that "the ring was $100 and the work was going to be $350." When I asked him how the price of the work had gone from "maybe $100" to $350 he told me that after talking to the jeweler, that was the quote for the work. I was shocked and frustrated so I had my fiancee pick up the ring the same day. I took my ring into another jeweler this morning, August 20th, who quoted me $50 for all of the work, offered to design a band, but didn't pressure me at all when I told him that I just wanted the band of the engagement ring reshaped. I'm beyond disappointed in the service and the pushy salesmanship from Casa de Oro. When my fiancee called to express his disappointment, he talked to the jeweler (finally) instead of the salesman, *****. The jeweler claimed that the quote for the work was supposed to have been $150, which at one point, we would have willingly paid. When my fiancee told him that after discussion with another jeweler, that any changes to a custom made ring shouldn't cost us anything to begin with, the jeweler went on to tell my fiancee that if he had been the one to sit down and talk to him about the ring, he would have let him know that the shape of the band on the engagement ring would make it difficult to fit a band that wasn't custom designed as well. Unfortunately, the jeweler did not sit down with my fiancee himself, ***** handled all of the interactions. I feel that they misled us in designing a ring that would need a custom band without disclosing that information in the first place. I also absolutely believe that ***** changed the quoted prices of the labor in order to make more money when we told him that we weren't going to purchase a wedding band at Casa de Oro. I have confirmed with another jeweler, that the work on my engagement ring is minimal and that it is not in the best practice of a jeweler to overcharge, or even charge for work on a ring that was custom designed and purchased, especially after spending thousands of dollars on the ring. After these recent interactions, we are both disappointed and also wary about information given to my fiancee at the time he purchased my engagement ring.
Desired Settlement: We are requesting that Casa de Oro reimburse us for the charges incurred to have adjustments made to my engagement ring. We are also requesting any gemstone certification for the stones used in my engagement ring. Finally, we request that Casa de Oro pay for an appraisal on the ring, with the appraiser to be chosen by us or the Better Business Bureau.
Please find our attached response.
The biggest complaint that we have about ***** ****** and his business, is that he is supposed to be the professional. I do not expect someone with no experience in my field of work to understand all aspects of it, therefore, when a new customer comes to me, it is my duty to explain my service to them to the fullest extent. ***** ****** did not do that for my fiancee when he purchased my engagement ring from Casa de Oro. He made assumptions based on what he later referred to (phone conversations 8/20/14) as current trends. He treated the design of our ring as final, without fully explaining the degree of difficulty that we would have in finding a wedding band that would fit with it. This fact meant that we would have to either have to have a custom designed wedding band, or work done to the existing ring. He told my fiancee in their phone conversation on the 20th that "a lot of people don't even wear wedding bands anymore. My wife doesn't wear one." -That was his justification for going through the design of a ring without a thought as to what we, the customers, might want. When my fiancee spoke the the jeweler, he told my fiancee that if he had been the one to sit down and discuss the design of the engagement ring, he would have (and should have) discussed with him the specifications of the design and the fact that the ring would not fit with a traditional band. Unfortunately, ***** ******, who is a salesman, not a jeweler, was my fiancee's direct contact when designing the ring. Our only fault in the design of the ring was in trusting that my fiancee was speaking to an honest, upfront salesperson; and not requesting to talk to the jeweler himself. I would like to reiterate that the jeweler with Casa de Oro did an excellent job in the building of my engagement ring. It is unfortunate that my fiancee did not deal with him personally so that none of this would have been an issue. But again, ***** ****** was the point of contact, which at this point, I am positive is by design, in case of complaints such as ours.
After speaking with another jeweler, we became aware that the work that needed to be done on the engagement ring in order to have it fitted with a band, was well under the quoted cost from ***** ****** and Casa de Oro. His comment " I relayed several options to her, one of which included a custom ring for $450, which included about $100 in labor on the current ring. The statement she makes concerning $350, was an alterative to completely redesign and manufacture the current ring at a discounted rate. I stated I would not redesign the ring at no charge because ***** approved the original design and they had happily enjoyed the ring for eight months." is completely without merit. He also said nothing about *****'s approval of the ring and our enjoyment one way or another. He quoted $450 as a rate for a wedding band and the work on my ring, after giving us a quote of "about $100" 4 days prior. So when I told him that we were only interested in the work for the time being he stated that the work would cost $350, and the wedding band was $100. At that point, I told him that I did not understand the difference in price and that I wanted to discuss the options with my fiancee. I had him pick the ring up and we decided to get a second opinion on the cost of the work. We let ***** know that we had received a quote for less than his original quote and MUCH less than his adjusted quote. At this point, my fiancee talked to the jeweler who stated that it was a misunderstanding and that the work on my existing engagement ring would be $150. This was completely contrary to what ***** ****** told me the previous day. When asked if we still wanted to have the work done, my fiancee told the jeweler that, after speaking with another jeweler, that the only way we would have any more work done at Casa de Oro was at no cost to us, as my fiancee was mislead when he when he originally went in to Casa de Oro to have the engagement ring custom designed. Leaving out important information because of ***** ******'s assumptions based on his opinion of current trends, is unethical.
In regards to my request on the 20th for any available certificates for the stones in my ring, ***** told me that he would have to double check his records and call me back, but he didn't believe that they were verified stones because of the cost. ***** was incredibly condescending about the fact that the cost of my ring was an indicator as to the stones not being verified. I gave ***** my cell phone number, which was working all day and did not hear back from him. When he couldn't get a hold of me, he called my fiancee and left a message. When my fiancee called Casa de Oro back, ***** informed him that the stones were not certifiable, but if we were looking for information for insurance purposes we would need to have an appraisal done. At this point ***** engaged my fiancee in further conversation about our dissatisfaction with Casa de Oro by stating that he didn't understand what our frustration was. At which time my fiancee told *****, that he felt that they had done us a disservice by not going over the information I addressed in my previous paragraph. ***** also told a bold faced lie in his response here with the BBB when he stated that my fiancee "berated him, his business, and his jeweler." ***** ****** also lied by saying that my fiancee hung up on him. When ***** asked my fiancee a final time what they could do to fix this situation, my fiancee told him that we were having the work done elsewhere, and the only way to fix it would be for Casa de Oro to reimburse us for work they should have done in the first place, at which point ***** told my fiancee that Casa de Oro would not reimburse us for another jewelers work and that he couldn't help us and ***** hung up on my fiancee. After being hung up on, my fiancee did call Casa de Oro back a final time to let ***** know that we would be filing a report with the BBB.
After speaking to another reputable jeweler, I understand the certification process of stones. It was not something that was ever discussed with my fiancee or explained to me when I called to ask about the subject. For ***** ****** to paint my fiancee and I out as cheap, which he has absolutely done, is libel. ***** also stated that my fiancee claimed to "be on a tight budget" which is another lie. My fiancee did give ***** a budget that we were comfortable with, and *****'s comment about that being a "tight budget" is his personal opinion and one that should not have any bearing on our treatment as paying customers.
***** ******'s response to my complaint is no less than what we actually expected, although the lies he told regarding our interactions with him are further proof that it was in our best interest to get the opinion of a second jeweler. I stated facts in my complaint. The compilation of events and interactions with ***** ******, along with his response to our complaint, give my fiancee and I more than enough reason to distrust interactions and conversations with ***** ****** and Casa de Oro, which is why we requested an appraisal. *****'s long-winded, or rather long-worded, supercilious business promotion is more of his absolute denial to take any responsibility for his actions, his attitude, and the poor customer service that we received once he realized that we weren't going to be a big sale. And to me, that speaks volumes about the way that Casa de Oro does business. *****'s response leaning on the "we've been a family business this long..." spiel leads me to respond with the phrase "thou doth protest too much." I also believe that it is fair to point out that while Casa de Oro has been in business as a jewelry SALES company since 1982, their website states that their jeweler came on in 1999. ***** is an aggressive salesman and their choice to not right this situations is, again, not more than we expected.
We will most definitely never being doing business with Casa de Oro again, and while our initial satisfaction with the work done by the jeweler had previously given us reason to recommend Casa de Oro, not only will we NOT be giving them recommendations, but we will be telling people to run the other way. It is unfortunate that *****'s actions, response, and flat out libel have such a negative impact because the jeweler who works for him deserves better and customers deserve better.
And while I sincerely hope that his comment "I am confident the custom ring we designed and manufactured will appraise at or above the purchase price, by any respected appraiser..." holds true, we will be having it appraised by an objective, reputable appraiser, as we currently have no reason to trust ***** ******. If we find otherwise, we will again, report his underhanded tactics to the BBB and possibly retain legal services if necessary.
So to *****, I'm sorry that our budget and income bracket gave you cause to treat us as less-than, but I can assure you that I will not stand by and be lied to and about, nor taken advantage of.
Attached you will find the our response on 8/23/14.
Better Business Bureau:
I do better understand the information our current jeweler, and the information from **** in regards to the stone certification process. I understand and accept that the integrity of the stones is something that their GIA trained, Graduate Jeweler Gemologist takes very seriously. Our only doubts in this matter came from our interactions with *****. I was under the impression because of his previous statements and his personal presentation that he was the person in charge at Casa de Oro. I do regret not researching this further before filing a complaint and speaking directly with **** ******. I am sure that this would have been a much better resolution and I would have more carefully worded any complaints to be directed towards our interactions with ***** instead of blaming Casa de Oro as a whole. Again, his representation of himself as the ********** of Casa de Oro made this confusing, but I am content to work with Casa de Oro as long as any further interactions are with **** ******.
I appreciate ****'s offer to reimburse us for the work done to my ring. I will have my fiancee bring it in, along with the receipt, and I believe that you will find that the work done was minimal and has not affected the integrity of the ring itself. I would also appreciate the appraisal done for our insurance policy.
Again, I appreciate **** ******'s professional and kind response. I regret that we did not call him directly when we first felt that we had a problem.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
Complaint: I went to the store (Casa de Oro) to get the battery changed on a watch. The watch in question is Freestyle tide 3.0 color:black. This watch is rated for 100 meters water resistance and is advertised for water sports. The watch is valued at $110. I have had this watch for at least 2 years and I have used it numerous times for surfing and SCUBA diving. I got the battery on the watch changed on 4/23/13 at Casa de Oro. After the battery changed the watch performed perfectly. I went surfing with the watch either the next Saturday or the Saturday after that, I can not remember which. This was the first time the watch had been in the water since the battery was changed. When I was in the water I realized that the watch was dead. On 5/21/13, I took the watch in question back to Casa de Oro and told them that the watch died while I was surfing. One of the employees took the watch apart and showed me that the inside of the watch and the battery were very corroded. The employee told me that water had leaked into the watch and that the watch was destroyed. I then asked the employee if the store would reimburse me for the watch. He said that he would have to ask the owner. The employee put the watch back together and then brought me approximately 7 dollars and a receipt. I quickly counted the money and without looking at the receipt I realized they were simple reimbursing me for the battery. I told the employee that I meant that I wanted them to reimburse me for the destruction of the watch, which I think the employee already knew. He told me that it was not the stores fault that the watch broke and that it was only water resistant to 100 meters, not water proof. I informed him that I had been surfing and SCUBA diving numerous times with the watch and that the only time it broke was the first time I took it in the water after the battery change. The employee still maintained that the store was not responsible for the watches failure to keep out water. I asked to talk to the owner. The owner came out and talked to me, this was the same man who had done the original battery change. My conversation with the owner was very similar to my conversation with the other employee. Near the end of our conversation I told him that he must have made some mistake changing the battery because the water resistance failed the first time I took the watch in water since the battery change. I also informed the owner that I have taken the watch surfing and SCUBA diving many times before the battery change without incident. He told me that he remembered changing the watches battery and that he made no mistake, and that if he had made a mistake he would have told me. In short, the owner refused to refund me the money to replace the watch. It is also worth noting that I took the watch back within 30 days of the original battery change, which is within the stores return policy, which is printed on the receipt for the original battery change. I still have this receipt. In my opinion, because the store agreed to do the battery change without giving me any kind of verbal or written disclaimer, it is reasonable for me to have expected that the watches waterproofness would have been preserved after the battery change. Thank you for reviewing my complaint.
Desired Settlement: I think the just outcome would be for the store to refund me the appropriate amount of money to replace the watch. The store should also cover the sales tax that will be paid to replace the watch. The MSRP for the watch is $110, which is what I paid for the watch.
The following is in reply to a consumer complaint shown as your case #*******.
[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 Administratively Resolved]
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved