ComplaintsforNational Jewelry & Pawn, Inc.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a loan and continued to pay on it when I could marking sure not to default. They made triple the loan amount so its not like they missed out on any money. I was in a bad financial situation but Made sure to make a payment or contact them when I couldnt to get an extension. I made a payment on July 17th for $61.60 which was 2 payments to not forfeit. I missed August and called them in September to pay it off completely and pick it up, thats when I was told the item was forfeit. I couldnt believe it because no one called and told me that it was about to when every other time I would get a call or text to let me know so I dont lose it. I was very upset and in tears. She said let me check if its been sold . I was then told it had not but it was sent out for cleaning and it can take up to a month or two because they get really busy. She said not to worry they would call me when it was done and I can pay $263.20 to get it back. I waited a few weeks with no return calls. So today I called and the gentleman who works there told me the item was already sold. I could not believe it after what I was told he then says that when its sent out there is no guarantee it comes back. That lady lied to me and never mentioned anything like that. I was lead to believe I could still get it back. I then spoke to a manager and I was basically told its gone and there isnt anything they could do even though I have a good history with them and that Im sorry no one called you. It was a necklace from *****. If it wasnt for the fact I really needed the money for groceries I wouldnt have used it for a loan. It meant a lot to me and all I got was a sorry.

  Business response

  11/06/2023

  ****************** is an excellent customer and we value her business.  We have a separate jewelry refurbishment center and there was some miscommunication as to placing a hold on these items to get them back to her.  Our store manager has reached out to her and offered her compensation that was acceptable to her.  I am sorry that something fell between the cracks and we were not able to provide her the customer service that she was promised.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This year, during the pandemic I pawned a pair of earrings for 2000.00 dollars. The earrings had an appraisal of 24,000.00. They tried to get me to sell them, but I said no. Then they attempted to get me to borrow more and I said no. After paying on the earrings for several months, I suffered covid and my husband also contracted Covid and died. I became a widow making it difficult for me emotionally and financially. The business was aware of my situation. I have been a loyal customer of National Pawn for over 15 years. I have purchased over 50,000.00 worth of goods from them during this time. Many years ago, I purchased a ring from them paying 20,000.00 dollars. So they know me. They will give you courtesy calls and text to remind you of payments. After making a payment in July and losing my spouse, I did not hear from them. I have my phone records and text messages. They intentionally did not contact me as they saw the opportunity to make money and put my 24,000.00 earrings on sale with not one call or consideration. I am a 63 year-old widowed female and they stole from me. When I went on-line to see what I owed, the ticket was not there. I immediately called the store to inquire and received a rude comment that my earrings had been forfeited in September and had been sold. I asked to speak to the manager and asked why I was not notified. He gave a lame excuse. I requested to know the details and I wanted to get my earrings. I have talked to the district manager ****** and he says they are on lay-a-way and if the person defaults he will try to give me an opportunity to get my earrings back. They intentionally did not call because they seized the opportunity to make thousands of dollars off of me by selling my earrings. The customer service is awful and they prey on people's misery and misfortune. It is actually blatant robbery and predatory. I do not expect them to help me, although they could but refused to do anything. They are thieves.

  Business response

  12/21/2022

  As the CEO of National Pawn, I want to personally acknowledge your frustrations as well as express my sincere condolences for your recent loss. 
  
  I also want to thank you for being a loyal customer over the years.
  
  We have carefully reviewed this case and verified that we honored the contract that we both entered, abided by North Carolina state law and followed best practices.  Although not required, we DID try to contact you.  We upheld our end of the contract.  You had the responsibility to pay the extension fee on this contract which you did not do. That said, you have my assurance that we will work to find a satisfactory resolution to this matter. Our entire team prioritizes our customer feedback and we are always looking for opportunities to improve our process. 
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello. I pawned my brand new studio monitor at Friendly Jewelry & Pawn and they were clearly working when i pawned them but when i paid to get them back there was wear and tear and the speakers would not not work. I ask for compensation but the store manager attempted to fix them which is shown on camera in which he did not. I am seeking compensation for my speakers if possible Address: **** ************* **** ***** ******* **

  Business response

  08/25/2022

  We take pride in caring for our customers merchandise while in our possession.  We have reached out to this customer and have provided him with his requested settlement.  We apologize for any inconvenience.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2020 I had a financial dilemma. Since National Pawn advertises they loan money, I went there to get a Loan. The first store I went to was on Market Street. There were a few customers being helped beside me. The employee asked if I was military and did I want to Pawn my $2000.00+ Diamond bracelet. I said no I needed a loan. They loaned me $600.00 and told me that there was an interest fee. I expected that as my car Loan was on payments. I then went to the South College store and got a loan for $715 for my $2000.00+ Aquamarine gold bracelet. I was not informed that a pawn Loan is a thirty day loan only. I have been paying high interest and fees on the loan monthly. Only after awhile did the Market Street store tell me that my hard earned money given every month does Not go to the principal!! They were collecting interest and high storage fees only and I was to keep paying these monthly till I could give them the principle for each piece of jewelry I took out a loan on! National Pawn has over fifteen hundred dollars of my small pieces of jewelry in their showcase. I could not afford to keep paying hundreds of dollars to National Pawn for all my jewelry so I narrowed it down to five very meaningful and valuable pieces. I borrowed $2565.00 and paid $3,200.00 plus they have $2000.00 of my other jewelry in their display cases to sell. I am on a losing treadmill for me. I am a senior citizen being taken advantage of! I work two jobs and eat peanut butter and jelly sandwiches. I want my jewelry back!! My signed pieces of paper have varying high interest rates on each transaction. Such as 124% and 264%. If I had money I would have paid the loans off! National Pawn knows I am struggling and don’t want to lose my precious jewelry! I am not a bank!! I don’t have TV or credit cards. I thought I was making payments on a loan. Just like my car loan. National Pawn takes your valuable jewelry and gives you a low price loan and when you don’t pay it off right away they win

  Business response

  08/01/2022

  We apologize if there was any misunderstanding and are sorry for her negative experience. We always aim for five-star customer service. We have already reached out to Ms. ****** and made an arrangement for her to get all of her jewelry back that she stated was satisfactory to her.  Our Director of Operations has subsequently called her to double-check that she was satisfied.  National Pawn fully complies with all laws governing pawnbrokers as stated in NC General Statutes  § 66-385 through § 66-399.  She signed multiple statements that she had “Read and understand all terms.”

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an item in pawn on tje 17th or 18th i call the manager and explained to her I had just gotten out the hospital and couldn't go out and i was gonna send my niece to pick it up for me I was told that no one could it up for me but thos was not a written policy or rule so i had to pick it up on th 22nd of February therefore I was charged an additional months fee so how can this be valid.I would like the extra money i paid returned if this policy or rule that no one can pick up my item for me show me this policy or rule in writing

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/11) */ Ms. ***** is a very good, long time customer and of course we would gladly refund her the extra month of interest and pawn service charges as we understand and sympathize with her situation. The reason that her niece was not allowed to redeem the item was because it is against NC law to give the pawned item back to someone else other than the pledger (****** *****) (§ ************ "THE ITEM PAWNED IS REDEEMABLE ONLY BY THE BEARER OF THIS TICKET OR BY IDENTIFICATION OF THE PERSON MAKING THE PAWN.") Our store manager, **** ***** will reach out to her to have her come in for her refund. Consumer Response /* (3000, 7, 2022/03/13) */ I accept the company response to refund my extra payment which they did refund on March 13,2022.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, November 20, 2021, I visited National Jewelry & Pawn, Inc located at 2751 Capital Blvd Raleigh, NC 27604-1509. I visited said location in an effort of obtaining a loan against my 2017 ***********. An employee by the name of ******* serviced me. ******* confirmed my password for said laptop and took notes of particular specs on my laptop, which were necessary (so I was told by management) in order to complete the process of the loan. I was given the final offer and agreed to the amount for my laptop. ******* gave me the money and I left the premises before 12 noon. Hours later, on Sunday, November 21, 2021 at 12:04am I received the following message on my ******: "YOUR ***** ID AND PHONE NUMBER ARE NOW BEING USED FOR iMESSAGE AND FACETIME ON A NEW ***. IF YOU RECENTLY SIGNED INTO YOUR *********** YOU CAN IGNORE THIS NOTIFICATION." Clearly, I did not sign into my *********** because I left it at the Pawn Shop on a provisional basis as a result of the loan. However, usage of my personal property was not granted nor is it a part of the agreement or contract. How very unprofessional. That's my personal possession that an employee of National Pawn is accessing, not to mention my PERSONAL INFORMATION!!! Furthermore, the store is closed and will not reopen until Monday, November 22nd at 9am, at which time I had planned to be out of town for the Thanksgiving holiday. I am beyond disappointed in the thief who has taken my personal possession to his/her location to use it OR the thief who has is using my personal possession overall. The expectation was that my laptop would not be bothered, accessed, or used in my absence.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/24) */ The store manager personally helped ******* write this pawn for Ms ****. We asked her to sign out of her ****** account which she did, we then shrink wrapped up her laptop sealing it in the box. We have further also reviewed our surveillance cameras and have not seen anyone tamper with the box. It is still wrapped up as it was originally in the proper location. We do not have access to her ****** account, she was the one who logged out. We have done thousands of transactions involving ****** accounts and have never before had any issue such as this. Possibly it could be someone else who has access to her ****** credentials. We never had them. I am sorry that she is upset, but we have done nothing improper.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pawned 3 items a gold necklace, a *** purse and *** glasses. About a week ago I was called and reminded my necklace would forfeit so I made a payment. My purse and designer shades were never mentioned. So on 6/2/2021 I received a text message stating my loan with forfeit on 6/1/2021 so I need to make a payment. When I logged into the portal to make a payment I couldn't pay for my items. I called the store and was told I had to pay all the loan fees or pay for the fees and loan to retrieve my items. I was then told my items actually forfeited on 5/28/2021. I asked why I didn't get a call. I received excuses from oh customers might have us blocked from calling or it can't be confirmed if I wasn't called. Then Im being told it's a courteous call. Then the excuse was the computer decides the forfeit date. I asked then how do you know when to call people the person said they get a print out each day. So no one could answer why I didn't get a call. Their practices are highly deceptive.

  Business response

  06/15/2021

  Business Response /* (1000, 5, 2021/06/02) */ Contact Name and Title: ***********, President Contact Phone: ************ Contact Email: ****************.com We do try our best to call our customers and remind them that their items may require a renewal payment. We do this as a courtesy for our customers. The due dates are printed on all of your contracts and receipts. You bear some responsibility in knowing the due date of the contract. Our computer system is programmed to abide by the law governing pawn transactions: N.C. General Statute Chapter 66, Article 45. We actually held your items more than required by state law. We are still holding all of your items and want you to have them back if you still want them. Please call the store and ask for *****, the manager. He will be glad to help resolve this issue. I apologize if we did not call to remind you. We have been in business for 33 years and would NOT have been if we had "Deceptive" business practices. The cornerstone of our business is honesty and ethics.

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