Complaints

This profile includes complaints for Rogers & Hollands Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rogers & Hollands Jewelers

  20821 S. Cicero Ave. Matteson, IL 60443-1201

• 

  Rogers & Hollands Jewelers

  208 Orland Square Dr Orland Park, IL 60462-3211

• 

  Rogers & Hollands Jewelers

  2974 E. 3rd Street Bloomington, IN 47401-5424

• 

  Ashcroft & Oak

  576 Great Northern Mall North Olmsted, OH 44070

• 

  Rogers & Hollands

  1251 U.S. Highway 31 North Greenwood, IN 46142

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:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ring and was told I could return it within the time frame or exchange for something else within the same price range. I tried returning the ring that was purchased and was told them that I could only exchange it for something that would be double of what I paid. After I was told that the store closed a week later in my location. The store is no longer in my location over a hour drive away. I have tried numerous of times to return ring and now the only resolution that was presented to me from another worker that I chat with was to wait until the account is in collection and speak to collection about payment. This business has not only lied to me about my purchase but has also blatantly told me to let it go to collections damaging my credit.

  Business Response

  Date: 06/02/2025

  Good Afternoon Aschia!
  
  Thank you for reaching out and sharing your concerns with us. Im truly sorry to hear that weve not met your expectations. After reviewing the transcripts from your chat on 5/28 and your previous communication with our Credit Team, I understand that tough situations can arise, and I sincerely empathize with yours. However, I regret to inform you that based on the information available, there is nothing more we can do.
  
  While I wasn't involved at the time of your purchase or the pickup of your special order, Id like to clarify our policies. We offer a 60-day return policy or a 100-day exchange policy, provided the merchandise meets the requirements of our return/exchange policy. After that period, we do offer a trade-in program, which allows you to exchange your item(s) for a new purchase, provided the new purchase is at least twice the original value. I understand there may be some confusion between these options, but our return/exchange policy is clearly stated on your receipt.
  
  It seems that you may have picked up the ring ordered on 12/22/22 during a time when we had signage indicating the closure of that location. Unfortunately, there is no other documentation to show that you had any prior concerns about this transaction.
  
  Additionally, I see you made a purchase in May 2023, which you later returned at another location. We have no records indicating any concerns were raised regarding the original November 2022 purchase at that time either.
  
  When you opened your in-house credit account, you agreed to the terms outlined in the agreement, including the commitment to pay off the balance as part of that credit agreement. While we truly sympathize with your situation, we are unable to buy back jewelry.
  
  If you have any further questions about your credit account, please reach out directly to our Credit Team at **************, Monday through Friday, between 8:30 AM and 5:00 PM.
  
  We genuinely appreciate your understanding, and if theres anything else we can assist you with, please dont hesitate to contact us *************************. 

  ***** ****

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 dropped off 2 rings on February 24, 2025 do be fixed. They were sent to "home office" with return date of April 19th. One was returned to me, it is not correct and catching and snagging and the other seems to have disappeared. After MANY attempts and stories from Rogers and Hollands, I told them if I did not recieve it by MONDAY April 28th I was filing a complaint. I waited until May 1st. There is still no communication from them or ring.

  Business Response

  Date: 05/08/2025

  Hi ****! Thank you for your feedback. We sincerely apologize for any inconvenience you faced. Your concerns are important to us, and we are working on improving. I did work with the store to understand what is happening with both rings and have been told that you were able to pick up the other one and the one with prong concerns is being sent to your office to have the repairs completed and the Manager of the repair department is aware of this and will review it upon it's arrival to the office.  Please let us know if you need anything else, the Guest Support Team is always here to help, feel free to email them at *************** or you can call them at ************ Monday Friday 8:30am-5:00pm CST. 

• Initial Complaint

  Date:11/26/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 am not liable for the debt attributed to ********************************************* JE. There is no agreement between me and ********************************************* JE, and they have not provided the original contract as requested.

  Business Response

  Date: 12/05/2024

  Hi *******

  We do see that you have several purchases with us at one of our locations in ** using our In House Financing between 2017 and 2018 and could be what you are referring to. All questions and issues regarding your In House Account need to go through our ***************** and you can contact them by calling Monday - Friday 8:30 a.m. - 5:00 p.m. CST ****************. Thank you.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My wedding ring is a custom piece, consisting of three bands soldered together with engraving on the inside. I brought it to be sized down in early July 2024. It was sent to the home office, and after waiting nearly two months, (including a phone call where nobody could tell me where my ring was), it arrived at my local store. My ring arrived sized UP instead of DOWN, the bands were haphazardly soldered together, crooked, and the old engraving wasn't buffed out. It was sent back to home office. I have contacted corporate several times, and this entire situation feels minimized by their team. Nothing more than a "sorry". This is my wedding ring!Over a month later, I went to pick it up again. This time, it arrived the correct size. I'm not sure how this is possible, but my ring is returned to me in worse shape each time it is sent out for repair! The new engraving looks cheap, there are two loose diamonds in the band, and the center stone's surface is scratched with a CHIP on the side! Again, I spoke with home office regarding this situation and it's the same answer--a "sorry" with no estimated time of repair or effort to make this right.I have been without my wedding ring for nearly six months! This is unacceptable. Even my local store cannot believe this is happening. (I want to note that my issue is not with them). I understand people make mistakes, but I have never experienced such poor quality service with no accountability present. This has been a nightmare experience, and I do not at all feel like a valued customer. I had a gorgeous ring get completely destroyed by your home office, and not once has someone offered any form of compensation for this mistake. At this point, I am very concerned about metal fatigue in my ring. I am worried these mistakes have damaged my ring beyond just a simple repair. It has been needlessly resized and reworked far too many times due to mishandling and poor craftsmanship from your corporate office.

  Business Response

  Date: 12/05/2024

  Hi Cassandra 

  We are sorry to hear that you are having an issue with your rings, that is defiantly not what we want to hear. After looking into this, we have asked the District Manager of this location to call you and discuss further.  I also have reached out to the Repair Team and they let us know that the rings are with the vendor and we are awaiting their evaluation. While I know you are wanting these back before the holidays, it is important that the vendor reviews and fixes these properly and unfortunately this does take time and I cannot promise we can make this deadline. Once we have an ETA for you, we will have the District Manager reach out again with this update.  Thank you for allowing us to make this right. 

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair 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.

  Dear Sirs; On October 04 , 2024 I purchased a watch from the Jewelry store above. On October 05 , 2024 I returned it and purchased another watch. Because i was having a hard time seeing the hands of this white watch I came back on October 14, 2024 to return the watch. The manager said, NO , this watch was returned too many times and left it at that! When I got home , my sister called corporate and spoke to a ********** who listened to my account , said that i met all the requirements of a return, to go back and if there were any problems to have the manager call ****** sister and I go back on October 17th, see the manager, as soon as she sees us she gets excited and says i already said No! We tell her that the ********** said to call her to resolve this and she storms off!MANY minutes later she returns with my papers, slams them on the counter and said to call ANOTHER ********** so he can handle this .From the store we call the ********** and eventually we receive a call back. The ********** says NOTHING about the returns but says when I came in the watch was COVERED IN MUD and in a worn condition and that I had said that I would take it home and clean it up!! I NEVER SAID THAT!! To say this LIE is a slap in the face!! What kind of fool would take a watch covered in Mud to exchange it!!?? It is a white watch and ANY Mud would have stained it! If she didn't want to exchange it she should have said so instead of creating a situation only a moron would believe!! If you are willing to LIE like that, I could NEVER trust you for me to buy something MORE expensive and you standing by to make ANY situation right!! This is NOT right just for the morality about this situation!! The ********** believed that this happened and said we can't sell used and worn objects. I sent SEVERAL pictures to the first ********** to show that this watch is in pristine condition!! If there is an email i can send these pics!! This is something that I can see in taking this to court!

  Business Response

  Date: 11/01/2024

  After reviewing this guests case; that covers both purchase history, and documented emails and calls into the corporate office as well as the store account, unfortunately, we have a very different record of occurrences. 
  
  Our Guest Relations Team that takes calls and answers emails coming in from guests have never actually talked to *****, we have only heard from people on behalf of the guest, who I might add have been quite rude and disrespectful to both the store team and us. Because we arent talking to the guest that made the purchase, it makes it a bit more complicated to discuss the history of everything. We have also never received any pictures showing the watches condition as stated. 
  
  We understand that the guest made the original purchase on 10/5/24 and right away the same day exchanged it for a different watch. Then on 10/6/24 there is another exchange that was done. At this time we let the guest know that our policy states that worn watches are not eligible for return or exchange but since it had only been a day we would make an exception and let him exchange it. When the guest came back for the third exchange, several days later the watch showed many signs of wear and tear and therefore doesnt meet the return or exchange requirements of our policy and that is why this is not being granted. 
  
  This has been told to both of the people calling in on behalf of the guest from the Guest Relations Team as well as from the Store team and because this doesnt meet the return/exchange policy we are unable to do anything else at this point for this guest. The policy is on the receipt and on our website. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22495655
  
  I am rejecting this response because: Boy this story has changed 3 times on their end!!! First off, I was NEVER told I couldnt exchange the watch again! Clearly on the paper it doesnt say you cant exchange however many of exchanges just that the watch needed to be returned in 60 days! Also that the watch be in good condition! If they are saying WORN, what are they meaning by that? Damaged? (It wasnt) Put on? If thats the case before I bought this watch how many people have WORN it before I bought it!!! When I came in that day, she said, TOO MANY EXCHANGES! And she didnt even look at the watch! The only person who did was the salesgirl who said when she looked it over that she was SURE ***** would find something they could do!! When ***** called the the 2nd *********** )first ********** ***** said it was well within the 60 days, she told ***** the 2nd ********** it was CAKED IN MUD AND WORN!! This was a lie!! ***** , tells me and my sister, because of the condition they couldnt exchange it! ***** NEVER took any pictures of the watch to back up her lies! THIS right here blows my mind of how a manager can say whatever she wants to fit the situation!! This is a slap against my character, but it also tarnishes Ashcroft and Oaks reputation as employing someone who can lie about a watch will not stand behind a very expensive piece of jewelry, and thats not a store I want to be around! Look at the pictures taken the SAME day we were there, and tell me wheres the ******* Not there! Mud stains and would on a white watch!! Ashcroft we are so disappointed in you!!
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/05/2024

  Without pictures being sent to the *************** email as discussed we can not see what the watch looks like and therefore have to go off what we are being told by the store and that is that the watch is not in like new condition and therefore does not meet the return/exchange policy as stated below. 

  Return and Exchange Policies
  Should you decide to change your mind about a purchase, we want to make sure you are aware of our policies. REPAIR SERVICES are guaranteed against defects in workmanship for 90 Days from the date of purchase.
  Online Return & Exchange Policy
  Merchandise in new, unworn condition may be returned for a full refund within 60 days from the date of purchase if accompanied by an original packing slip or sales receipt. Merchandise may also be exchanged for store credit within 100 days from the purchase date if accompanied by an original packing slip or sales receipt. For your convenience, online purchases can be returned or exchanged for store credit at any Rogers & Hollands Jewelers or Ashcroft & Oak Jewelers store location. However, this policy is subject to the following conditions, clarifications, exceptions & fees:
  Any merchandise, including watches, that shows evidence of wear (i.e. scratches, marks, dents or damage of any kind) cannot be returned or exchanged.
  Returns or exchanges are not allowed on customized jewelry, special order watches and engraved items.
  To receive a full refund or store credit, all Gifts with Purchase (GWPs) must also be returned in like new condition. **** include coupons, gift certificates, gift cards, free or discounted jewelry, or any other item given by us in connection with the original purchase.
  Fees for services provided (for example, charges for sizing or soldering) are not refundable.
  If returned merchandise has been altered (for example, rings re-sized or soldered, or stones added, removed or replaced, or chains shortened), then a restocking fee of 10% of your original purchase price will be assessed up to a maximum fee of $75.00.
  To receive a full refund or store credit, all relevant parts, packaging & paperwork must be returned in like new condition with the merchandise. If anything is missing at the time of the return, fees will be assessed according to the following schedule:
  Missing diamond certification cards or lab reports - $50.00
  Missing packaging, instruction manuals or warranty paperwork on any watch - $50.00
  Missing watch links (Citizen, Bulova, and ***** brands) - $35.00
  Missing watch links (all other watch brands) - $75.00
  Refunds will be issued in the same tender as the original purchase.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22495655
  
  I am rejecting this response because: I am disappointed that this business has made so many decisions without ONCE asking ME, and taking MY account of what happened instead of the Manager that has lied time after time about what happened and gave 3 different versions of this account!! Above are ALL the photos that I took of the watch when we were in the store, in which the manager wouldn't even look at OR take a picture of to verify the watch WAS and was always in pristine condition!! You do not treat people like this in any establishment and these photos are ALSO on the website where my sister left a review at the ************* store!! How sad that we have to take this much trouble to show that I only wanted a simple exchange , for a store that opened this year, and should of given EVERYONE the concern of a simple purchase and took it to an entire level!! Please look CLOSELY AT THESE PICTURES!! And let me know what YOU see and then tell me WHO has the evidence of what happened!! There is NOTHING the manager has that can support her story!! Please end this with a Refund and you will NEVER have to see my face again. Why would I ? I was treated so disrespectful. If there was mud caked on it, there would be stains, because mud stains!! EVERYONE knows that!!
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/08/2024

  Hello *****! 

  Thank you for including these pictures, it does help us have better information when trying to make these decisions.  Please understand that we can only talk to the original buyer about any accommodations that we are able to do if any and both the store, the District Manager and our Guest Relations Team have not heard from you until this point of contact with the BBB. I will again reiterate that once watches are out of the store and in the guest possession per our policy, any merchandise, including watches, that shows evidence of wear (i.e. scratches, marks, dents or damage of any kind) cannot be returned or exchanged. To try and meet you half way on this concern of yours, we will offer you a return on this watch, minus a $50 refurbishment charge since we will have to replace the band on this watch. From the pictures while it does look pretty well cleaned up, I still have to take into account what the manager and sales staff saw when they were able to look at it in person, which is there is evidence of wear. This would give you a refund of $110.00 plus tax.  We feel this is more than fair based on what our policy states and that the watch showed evidence of wear. The District Manager will be calling you at the number provided on your transaction *************) to discuss this matter with you and hopefully resolve this issue. I believe it is in everyone's best interest at this point we part ways as we have been through 3 watches and are unable to meet your needs and requirements specific to a watch. I apologize this got to the point of needing to open a case with the BBB; however, this could have all been resolved much sooner had you provided the pictures requested from the Guest Relations Team back in early October and had we been able to speak directly with you the buyer. 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22495655
  
  I am rejecting this response because: ***** YOU as a representative have not operated in good faith and have yet to make me whole. Your offer is rejected. I came into the store and tried to make a simple exchange and your manager ***** took this to another level. This story has changed 3 times on your end.with first being that it was too many exchanges, (2) ( which DOES'NT say in your agreement how many times), then ***** tells you it was caked in Mud, (which it wasn't), the pictures that you decided that the watch was in great condition were taken THE SAME DAY AT THE STORE IN THE **** that she is saying it was worn and caked in mud!! Saying that the watch was CLEANED UP PRETTY GOOD, is really funny because those pictures were taken the same day and hour we were in the store!! Offering me 110.00  for ***** minus for saying you were going to put a new band on it is a JOKE!! We both know that watch is in pristine condition and you'll just put it back on the floor. So let's see , I'm out spending ****** for a watch that you get back to sell PLUS ***** for learning my ****** for Trusting a company that will say and do ANYTHING to make sure the customer pays in the end! I guess when i walked through those doors , being naive and thinking the experience will be great and this is a store that my family and friends can brag about and to come to, was a ****** i will no longer repeat! i think when you and ***** came up with the lie of the WATCH BEING CAKED IN ***, was something that stopped me in my shoes and made me glad that i didn't tell anyone to go there for something more expensive and have to experience all this chaos that i did. And BELIEVE me , anyone that is reading this , IT WILL HAPPEN TO YOU!! SHAME on you ***** and *****, when will you get that people aren't stupid and there are good people out there that wouldn't have taken it to this level. Maybe upper management or the ceo etc should check on how people are treated here... Family owned should mean something!!
  
  Sincerely,
  
  ***** *****

   

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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 have my diamond engagement ring checked every 6 months, per the Rogers and Hollands warranty, ensuring that if I lose a diamond, it will be covered. We purchased the ring at Rogers and Hollands in *********, ** December 2008. I last had my ring checked on April 6, 2024. The store in *********, **, where I reside, closed. I took the ring to ***************, *******, **. I was told that everything looked good. On July 1, 2024, I noticed a side diamond was missing. I took it back to *************** in *******, ** where it was repaired. When I got it back, I noticed another diamond was missing so I called their main office, guest services. They advised that I again take it to *************** in *******, **, however this time they wanted the store to mail it to their main office in *******, ** to be repaired "professionally". I followed their advice and had it sent on August 17, 2024. I got my ring back and immediately noticed with a naked eye that one of my diamonds was not straight, causing it to look darker in color. Also within the day I noticed another side diamond was missing. Very frustrated at this point, I took it to a local jeweler, Skalitzkys Jewelers in ***********, ** that we have used in the past for other jewelry purchases, and had them inspect it. They stated that the incorrect tool was used which caused damage to the side of the ring. I received the email from Skalitzkys with the work that needed to be done, totaling almost $800. I called Rogers and Hollands on October 1, 2024, they wanted a copy of the estimate which I promptly provided. A case was already opened since I needed to send it in twice for repair within such a short amount of time. I didn't hear back so I called them again on October 9, 2024. They called back and stated they would not stand behind it unless I sent it to them for repairs. I had already given them two opportunities to fix it, so I declined due to the damage incurred by them already and my lost trust in their abilities.

  Business Response

  Date: 10/16/2024

  Hi *****-

  We are sorry to hear that your ring came back unsatisfactory, we do understand the sentimental meaning a piece like this has and is why we stand behind what we do.  All repairs that are sent to the *********** for repaired are sent through a quality control check and then another one is also preformed at the store upon receiving it back. With that said we are human and unfortunately maybe this was missed, and we would ask you to allow us to make this right by sending it back to the *********** and have the piece reviewed and repaired. This will guarantee that the work is done at no cost to you and that your ring will still be covered under the We Will ********** As previously stated by the Guest Relations Team, The District Manager and The President of Operations, we will not cover another jewelers work and this would void the We Will ********* all together. We will also not refund any part of the purchase to cover said repair work. Additionally, the estimate was reviewed by our repair team and we do not agree with everything that is being said that is needed. You are more than welcome to take this back to the store and drop it off to be sent in for review and repair or we can provide a label for you to send it back to us to ensure there is no cost to getting this back to us. If you decide to go this route just email us at *************** and we will send you a label.  At this time the only other option you would have is to have the other jeweler do the work at your cost. We would appreciate the chance to make this right and get that precious piece back to like new condition. 

  ***** ****, Manager of Guest Relations 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22424514
  
  I am rejecting this response because:

  Good morning, 

  I understand that you are human and maybe the quality control steps were not followed. However, I gave Rogers and Hollands TWO chances to repair the ring correctly and this was not done either time. Therefore, the quality control steps you refer to at both the home office and store were not performed twice. This makes me question your ability to both identify issues and repair the ring. I am not a jeweler and some of the issues were noticed without using a microscope. Furthermore, the purpose of having my ring checked every 6 months is to prevent any issues beforehand. If this was indeed done, then some of the repairs that needed to be done would have been found at one of these inspections. In addition to this is the risk I take every time my ring has to be sent off to the home office for repairs. A few years back I followed the advice at one of my inspections and had the store send it to the home office for buffing. My wedding band was lost and never returned. As you stated the ring does has a very sentimental meaning and is the most valuable piece I own so that in itself was difficult to understand. In retrospect I believe the home office is negligent in their processes. At this time, I have lost all trust in your company to identify any issues and repair it correctly.

   

   

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/18/2024

  Hi Karla 

  I am sorry you feel this way. Unfortunately, I feel we are at an impasse as we are not in agreeance on how to resolve this matter; we have tried to resolve this through the Store Team, the District Manager, as well as with our Guests Relations Team without success.  We have to stay fair and consistent with how we handle these matters for all guests and so we would need to complete the repairs on the ring. Again, will certainly make it right by having the ring sent back to our offices for review and repair but we would never just pay another jeweler to do work at any price let alone without reviewing and verifying the work they are saying is needed is truly needed. We will also not refund any part of the purchase based on such an estimate.  We certainly understand and respect that you have a choice when it comes to where you choose to have your ring serviced and while we would like to continue to be your preferred jeweler we understand that might not be an option for you going forward. We would like to remind you that work done by another jeweler would void the current We Will ********* on the piece. 

  ***** **** - Manager of Guest Relations

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22424514
  
  I am rejecting this response because:

  Again, Rogers and Hollands are the only ones that have ever inspected and attempted to repair any issues with my ring.  Therefore, any issues with the ring is on you!  I have lost all faith in your ability and/or desire to make any necessary repairs. You have made your sale so now you just get to wipe your hands of it. I have sent my ring to you TWICE for repair and it became very obvious that you were unable to make the repairs. I do not believe you should get a third chance. And like I stated previously I am risking throwing such a valuable piece of jewelry in the mail. I believe Rogers and Hollands is responsible for losing my wedding band previously. Although you tried to blame it on the postal service this ring was lost somewhere at your facility which would explain why only one of my rings came back in the envelope. You state we are at an impasse, however if you wanted to provide quality customer service you could. If you were doing business with a company that failed to make any attempt to right their wrong would you accept it? I do not accept sending my ring in again, potentially never getting it back just to get returned in worse condition than what it was sent in for. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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.

  Pursuant to 18 USC 8,i owe no debt. This company is violating my consumer right to privacy pursuant to 15 USC 1681b 2.company has also NO permission to report ANYTHING using my info pursuant to 15USC 1681 4 Please take this off my credit report ! This account is closed since 2021

  Business Response

  Date: 03/04/2024

  Good Afternoon!  Thank you for taking the time to share your concerns with us, we are committed to continuous improvement of our service through the feedback we receive. After reviewing your concerns I was able to confirm with our ***************** that they do still show a balance of $662.81 and the last payment was, $50.00 made on 03/06/2022. If you have proof of payment, other than what we show, please provide that information to our *****************. You can contact them directly with this information or to discuss any other questions or concerns you might have about your account by calling ****************, Option 1 for Credit, Monday - Friday 8:30 a.m. - 5:00 p.m. CST.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 hollow ****** chain (******) and a 14K Orthodox Cross Pendant (******) and the protection plan (*****). On 12/03/22 we (my son and I) brought the chain because the clasp was not closing all of the way. They repaired the clasp . Again on 5/6/23 not even 6 months later the necklace was taken in due to the same issue. When asked if the clasp could be changed for a more secure one we were told no. We were not given the option to pay for the alteration. On 12/6/23 the clasp failed yet again and this time it fell off of my son and has been lost at school. I have tried to contact customer service and have yet to hear from anyone. This issue was supposedly escalated on 12/13/23 to a district manager and I have yet to hear anything. I feel that the necklace and pendant should be replaced by you as your faulty clasp is the reason it was lost. I doubt that I will get a response as that has been my experience. This was purchased for my 16 yo son at the time as his birthday present. It is under his name, ***************************.

  Business Response

  Date: 12/28/2023

  *****, thank you for bringing this to our attention. I can see that you have been working with our Guest Relations Team to get in touch with the District Manager of this location. 
  
  I do understand anytime a special piece is broken and even worse lost it is heartbreaking. I can see from the repair history that it was worked on a couple of times and can be very normal for any item that is worn regularly. I can not speak to exactly what was discussed when you were told you couldn't switch the clasp back in May of 2023 but I can say that the cost of the switch would not have been covered by the Lifetime Protection Plan. It would have had been an out of pocket expense. I do apologize if this was not communicated clearly. The Protection Plan covers the repairs of the item to keep it in like new condition but not for any alternations. Repair work that is completed with us does have a 90 day guarantee. So with the last repair being completed in May, we are well past that guarantee. Doesn't mean the repair work won't last beyond that timeframe; however, it just means once normal wear starts happening anything can be a factor as to what has caused the new damage. 
  
  Unfortunately, the Protection Plan does not cover against complete loss of an item. If you are looking to replace this item, we can work with the store team and district manager on price to offer a discount towards a new purchase.  
  
  For more information including the terms and conditions of the Lifetime Protection Plan, please click here. *******************************************************************************************

   

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21040231
  
  I am rejecting this response because:
  I have yet to hear from anyone from this company. I keep hearing it will be ***** business hours. I know that the protection plan would not have covered the replacement clasp. I am VERY frustrated with all of this. I have necklaces that are decades old and worn all the time and have never had this issue from another jeweler.  I would like to know what the discount would be before I agree to anything. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/05/2024

  I do know the district manager of this location has tried to call, after reconfirming they were calling the correct number. They did say they left a message for you to discuss further on 1/3/24.  They will discuss this and any discounts at that time with you. 

  Customer Answer

  Date: 01/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am waiting to hear from the regional manager when he gets back from vacation. His voicemail was very hard to understand. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/20/2023

  Type:Billing 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.

  We bought a ring from this company in May of 2023. We were told we had a year to pay it off and that there was no set monthly payments. We just had to pay it off before the year. We went back to the store in June and September to make payments on it. We went back in to make a payment in November and were told that our account had been closed because we werent making any payments. This was a complete shock. We did not receive any phone calls, emails or mail notifying us that this was happening. They claimed they had sent us mail but it was getting returned. Turns out they had the wrong address. Again we did not receive any notice that this was happening. Now they are charging us an extra $1200 for something that was not our fault. And claiming that if we dont pay they will *** us. If anything we should be suing them.

  Business Response

  Date: 12/20/2023

  **************-
  
  I am sorry to hear you feel this was not presented in a clear way; however, every person that opens a credit account should be reviewing their information that is being submitted to ensure it is correct as well as the terms and conditions prior to signing up for an account as you would with any other line of credit. 
  
  I did review your concerns with *************** and because it does not appear your name is the one on the account so we are unable to discuss this further. The person on the account needs to contact a member of our Credit Team please reach out by calling ****************,  Monday - Friday 8:30 a.m. - 5:00 p.m. CST.  
  
  Additional information about our financing as well as contact information to reach our credit department or how to make a payment is also available on our website.  

  ***********************************************************************************

   

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 went into RH on 9/29/2023 found a ring that my wife loved, placed it on layaway by putting ****** down on it. RH staff reached out to me on several occasions trying to get me to come in with full payment. Oct 2, they sent me a link to one main financial to apply for credit. When I called RH it was stated to me that the ring will remain on layaway as long as we put money on it every month. On 10/17/2023 I received a call that the ring was sold and I can come pick up my ****** dollar check or they will mail it. This is the most hurtful thing you could do. I have a receipt for purchase that I put this ring on layaway. Simply sold the ring then call me to come pick up a check. Very unprofessional, bad business. It havent even been a month.

  Business Response

  Date: 10/18/2023

  We would like to thank ******** for bringing this issue to our attention. We are always striving for new ways to improve and evolve our continuing education extended to our associates. While this situation is not ideal, we do believe we can correct the issue in a timely matter. The sku, *******, in question is a part of our traveling *************** line. We have a select number of pieces in varying styles, some being one of a kind, that travel throughout the company and are available for sale on the weekend of the shows. Typically, these items need to be paid in full and are not eligible for layaways. We do apologize for the lack of communication on our part. This would explain why the piece was put into layaway Friday the 6th and cancelled Sunday the 8th in the form of a refund check as well as explain the link sent for ******************* The store was trying to get the piece paid in full before it was required to leave the store. We can allow a transfer of this sku back to the Brookfield location as accommodation to be placed on layaway. Since this guest has picked up the $200 refund check from the Brookfield location 10/18/2023, we are requesting that the guest contact the store and let them know if they would like this accommodation to be fulfilled and the piece requested back to the store for layaway. If there are any other questions or concerns, this guest can reach out to the store or if they would prefer, they can contact our Guest ******************** at ************ and follow the prompts for Guest Relations. 

  Customer Answer

  Date: 10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am waiting for the ring to be returned back to the Brookfield store and place back on layaway under my name.  I was informed that someone from the Brookfield location will contact me once the ring arrives. 
  
  Sincerely,
  
  *****************************