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Consumer Complaints

BBB Accredited Business since 12/12/2011

Diamond & Gold Exchange

Phone: (972) 233-1800

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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
09/03/2012Problems with Product / Service
09/16/2013Problems with Product / Service | Read Complaint Details

We called Diamond and Gold Exchange for information concerning replacing a battery on my wife Tag watch. Sam stated they could perform the work.
During the replacement of the battery, the employee scratched the back case in three areas. I called Sam to discuss these scratches and he denied scratching the case and stated that these scratches were already there. The scratches were not there before he performed the work. He did not come and show my wife that these scratches were already present and the reason he did not is because the Tag watch was not scratched on the back of the casing. Spoke to Rebecca who states she is the operations manager and stated that they will not repair the damages done to the watch. She said their employee did not scratch the watch and that we wanted something for nothing.

Desired Settlement
Diamond and Gold exchange should replace the back casing of the watch since they caused the damage trying to remove the back of the watch.

Business' Initial Response
While Diamond & Gold Exchange is 100% liable for damages incurred on objects during the course of any repair work, it is not liable for preexisting damages on an object brought into one of its locations for repair. Mr. ****** called Diamond & Gold Exchange asking if our company replaces watch batteries on Tag Heuer watches. He was told that Diamond & Gold Exchange does perform this service. Within half an hour of this phone call, Mr. ******'s wife came in to a Diamond & Gold Exchange location. Mr. ******'s wife was assisted at the service window and informed that her watch battery could be replaced for a fee. She agreed and handed a women's stainless steel Tag Heuer watch with a pear dial to the employee assisting her. The employee informed her that the process would only require a few minutes, and she sat in the waiting area. The employee took the watch to the repair area while Mr. ******'s wife waited in the waiting area, and immediately after he turned the watch over noticed that there were scratches on its back. However, as the employee considered that Mr. ******'s wife had undoubtedly been in possession of this watch for some time, he did not return to the window to inform Mr. ******'s wife of the scratches: the employee believed that Mr. ******'s wife must have known about the scratches, which were clearly made by someone who lacked familiarity with the process of removing a Tag Heuer watch back. Tag Heuer watch backs have notches in them which provide for safe and fast removal with the proper tool. Without the proper tool, such as if one were trying to remove the watch back with a knife or pliers, it would be very easy to scratch the watch back as the employee witnessed it had been scratched. Removing the watch back with improper tools would be a time-consuming process and could very easily result in damage to the watch. However, Diamond & Gold Exchange employees are trained in proper handling of watches for repair, including use of the proper tool to dismantle Tag Heuer watches. The employee performed this procedure quickly and easily with the proper tool fitted into the divots on the watch back, removed the old battery and placed a new one inside, and replaced the watch back. If the employee had not been trained in the proper procedure and had not used the proper tool, the process of attempting to remove the watch back would have taken considerable time. After a procedure totaling less than five minutes, the employee returned Mr. ******'s wife her watch at the service window and received the battery replacement fee. Within half an hour, the same employee received a phone call from Mr. ****** alleging that Diamond & Gold Exchange had scratched his wife's watch. This employee informed Mr. ****** that his wife's watch had already been scratched when it was brought in to the location, and that Diamond & Gold exchange would not perform complimentary repair on the watch. Upon being asked to speak to the owner, the employee referred Mr. ****** to the Operations Manager at Diamond & Gold Exchange, who informed him that the company is not liable for preexisting damages on jewelry or watches brought in to any of its locations and that Diamond & Gold Exchange would not perform an expensive repair on a watch for damages not incurred by any of its employees. Diamond & Gold Exchanges apologizes for any misunderstanding between any of its employees and Mr. ****** or its wife. The scratches on the back of the watch should have been pointed out to Mr. ******'s wife by the employee assisting her before the repair was conducted. However, as the Operations Manager informed Mr. ******, Diamond & Gold Exchange is not liable for the preexisting condition of his wife's watch and will not provide complimentary repair for its preexisting damages.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything reported by Diamond & Gold Exchange was told to me over the phone except the only problem with the response is that the watch was not damaged on the case back prior to bringing it to Diamond & Gold Exchange.

There is only one way these scratches were made and that would by attempting to remove the case back for battery replacement. There is no other possible way. These scratches are not from normal daily wear.

This company just wants to lay blame on others for damages caused by there employee.

Now my wife's Tag has been devalued and this company and Diamond & Gold Exchange does not want stand by their accidents and they want to blame the owner. There is no honor in doing that.

I have not asked Diamond & Gold Exchange to buy the watch or pay me money, just be honorable and replace the case back that they damaged.

Business' Final Response
Although the policy of Diamond & Gold Exchange does not render the company liable for damages not inflicted by one of its employees, Diamond & Gold Exchange strives to ensure that each customer leaves their interaction with our employees and our services satisfied that we have done our utmost to meet their needs and professionally address any situation which arises from an interaction. As such, Diamond & Gold Exchange is willing to repair the watch back on Mr. ******'s wife's Tag Heuer watch. Mr. ****** and his wife are welcome to come to Diamond & Gold Exchange during normal business hours and request repair of their watch back with no charge.

Industry Comparison| Chart

Jewelry Buyers, Jewelry Designers, Jewelers - Wholesale, Diamond Buyers, Appraisal - Jewelry, Watches - Service & Repair, Watches - Dealers, Jewelers - Retail, Gold, Silver & Platinum Dealers, Diamonds, Coin Dealers, Supplies, Jewelry Manufacturers, Diamond Setters, Diamond Cutters

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.