Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gold chain from this shop. 43 days later it fell from my neck while I was hanging up wash. I discovered a link was broke from a flaw. When I contacted this shop they were condescending and insulting suggesting that I broke the link. They are certainly policy over customer satisfaction. Buyers beware

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Contact Name and Title: **** Manager
  Contact Phone: XXXXXXXXXX
  Contact Email: ***********************
  The customer contacted us and we offered to replace the chain with a brand new one the same day he reached out to us to cover all expenses. Turns out the customer repaired the chain and then contacted us, so he was upset that he had to pay for the repair. Had he contacted us before the repair, we would have replaced the chain at no expense under the warranty we offer. We take care of our customers. Over ****** transactions online and have been in business for over 50 years! Customer satisfaction is our top priority and always has been.
  Even though we are offering you a replacement, you still continue to be extremely disrespectful towards our staff.
  All solutions have been offered to get this problem solved however you refused all of them and at this point we have exahusted all efforts.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear Staff
  I am saddened by this manager's response. I have attached a complete file of our conversations. I think you will agree with me that this man has told several untruths whether he has read the full account. My chain broke and contrary to his statement I contacted this shop right away. You can read my comments I was quite upset. It wasn't after they told me that it was past 30 days for return that they would only accept it back as a repair. You will read that and then it gets worse from there. I will let this account of our conversations speak for themselves.
  
  A word of note: You must read from the last page to the first page to go in chronological order.
  
  
  Business Response /* (4000, 9, 2022/11/05) */
  Dear Mr. **** ***** ********** from ******* ***
  
  We have tried our best to resolve this situation. We kindly ask you, how do you want us to handle this matter? We first offered a repair because the item was still under warranty. We simply notified you that an incident like this is very rare because it is one of our best selling chains. This conversation was misunderstood because we were just stating facts based on experience. We did not neglect you as a customer or ignore you, we had multiple solutions. The first thing that was offered by our represenative was a repair, as soon as a manager got involved we quickly offered a complete replacement of the chain with a brand new chain almost 1-2 hours after we were contacted.
  Now with these solutions, what more can we possibly do?
  
  Please let us know what you would like us to do?
  Would you still like us to replace the chain for you?
  
  Without your cooperation, it is impossible to solve the issue. We feel that we have been very fair and attentive to your situation.
  
  We will await for your response Mr. **** ***** ********** from ******* ***
  
  Best,
  ****
  Manager
  
  
  Consumer Response /* (4200, 11, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  BBB
  This manager maintains that he offered to repair the chain one to two hours after I told them it broke. He has blamed me for lack of cooperation. I have documentation that I will upload that shows the first time anyone mentioned a replacement was two DAYS later. I cannot accept his lies. This guy told me, "I'm making a big deal out of nothing." I just spent $1,900 to me that's a big deal to big companies or shops whatever it's not. And I have read other reports on this site that the shop did the same thing to several other people so no I would like for him to tell the truth. It's called taking responsibility.