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Consumer Complaints

BBB Accredited Business since 05/13/2013

Markham Fine Jewelers, LP

Phone: (214) 705-9913Fax: (214) 705-6431

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
11/23/2011Problems with Product / Service
05/07/2013Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: None of the Above - Refund or Exchange Complaint Issue

Complaint: I was not allowed to return a new unworn watch 4 days after purchase.
I purchased a watch from the company. The watch that I bought wasn't in there store. The lady helping me said she had to get it from there supplier. Once order, I purchased the watch. She never once stated this was a ordered item. I tried to return the watch a few days later and was told I couldn't get a refund because it was a special order item. But I was able to exchange it for a different item. Well the item we needed, they don't sell. So, were stuck with a watch that no one can use.

Business' Initial Response
Contact Name and Title: ****** ******/owner
Contact Phone: XXXXXXXXXX
Contact Email: *****
On March 19th 2013 Mr. S. ****** special ordered a Michele watch at ****** Fine Jewelers. My associate H. Larkin, who has over 25+ years of retail experience, assisted Mr. ******. Mr. ****** found a watch in my showcase with a black dial and asked if we could get him the same watch with a white dial. While Mr. ****** was present, Ms. Larkin contacted The Michele watch company and discovered they had the white dial watch in-stock. Mr. ****** was told that we would have to special order the watch for him and that he said he needed it asap so we had it rushed to the store at no extra charge to him. Mr. ****** paid for the watch at this time and signed a copy of the sales slip that clearly states "Special Order" and has the terms of the sale on the receipt. Mr. ****** signed and was given a copy of the sales receipt along with the special order claim ticket. Our terms of the special order printed on the sales ticket and claim ticket are as follows: "A special order is any item that is ordered or altered at the customer`s request. Special order items may not be returned or exhanged". The watch arrived in the store from Michele watch company on April 22,2013 and Mr. ****** was called and told his watch arrived from Michele even earlier than he requested. Mr. ****** came in the store to pick up the watch and my manager D. Lewbel assisted him. Mr. ****** requested that links be removed from the watch to fit his wifes wrist. At that time Mr. Lewbel advised him that it would be wiser to size the watch to her wrist with her present to make sure she is satisfied with the fit. Mr. ****** insisted we remove the links anyway so we did and he gave Mr. Lewbel the "thunmbs up" to proceed. Mr. ****** then left with the watch. On Monday Mach 25,2013 Mr. ****** came back to the store and was greeted by my sales associate J. Worden. Mr. ****** asked J. Worden if he could have links added back to the bracelet. Ms. Worden brought him over to Mr. Lewbel who asked how many links he wanted added back in the bracelet. Mr. ****** replied all of them. He watched while Mr. Lewbel added all the links back into the bracelet and when Mr. Lewbel presented it to him Mr. ****** then asked if he could return the watch. At this time Mr. Lewbel politely told Mr. ****** that it is our policy, which was and still is clearly stated on the sales receipt and claim ticket, that there are no returns or exchanges on Special Orders or Altered items. Being a customer oriented store I told Mr. Lewbel that Mr. ****** could exchange the watch for something of equal or greater value even though our policy states against doing so. Mr. Lewbel told him our goal was to make him happy to the best of our ability considering the facts of our return/exchanges policy on special orders. Mr. ****** insisted that Mr. Lewbel talk to me about a full fefund which I did. I told Mr. Lewbel that the best I could offer him was a full exchange on his special order watch.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The associate H. Larkin was very professional. The only problem is that when the watch was order, she never instructed me that the watch could not be returned. Yes, on the receipt it states no refund on special orders. But not once did the associate state that it was going to be a special order. She only stated that she had to get the watch from there supplier. NOT WAS SAID SPECIAL ORDER. This is how the company tricks the customer. After the fact. All I want is a full refund, please. Thank you.

Business' Final Response
I can provide a copy of the sales receipt and claim ticket of Mr. ****** if necessary that shows our policy on special orders and exchanges.

Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.

Industry Comparison| Chart

Appraisal - Jewelry, Jewelry Designers, Diamond Buyers, Watches - Service & Repair, Jewelry Repair, Watches - Dealers, Watch Bands, Jewelers - Retail, Gold, Silver & Platinum Dealers, Diamonds, Diamond Setters


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