ComplaintsforBarrow's Jewelers & Horologists

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed to have my wedding ring resized. I researched jewelers online. Barrow's Jewelers received many recommendations, reviews and positive comments, so I decided to take my ring to them for service. 3/27/2023 I took my wedding ring to Barrow's Jewelers. **** at Barrow's assisted me. She wrote up an invoice for over $484 to have a mounting fixed and the ring resized from a 5 3/4 to 7 1/2 with a finalize date of 4/14/2023 on the top of the invoice. **** assured me several times that the ring would be finished before that date and that they would call me. On 4/13/2023, My husband called to check on the status of the ring. He was told it was not finished yet but it would be by Friday 4/14/2023 and they would call. Friday 4/14/2023 No call. Monday 4/17/2023, I call to check on my ring. I spoke with ****. She advised me that the ring was still not finished. She stated it still needed to be polished and that their polisher had been sick for 4 days, which has set them back. She assured me that the ring would be finished by the next day 4/18/2023 by 3pm for me to come pick it up. Tuesday 4/18/2023 at 3 pm I arrived to pick up my ring. First, the two men working could not find my ring. Once they located it in a back area, I tried it on and found that it had not been resized. Barrow's Jewelers had it over 3 weeks and it was still not finished. I expressed my frustration by raising my voice sternly and pointing to the top of the receipt at the date I was guaranteed it would be finished by. I mentioned I had read so many good reviews but I was not impressed. The two men became unfairly and unprofessionally ill mannered towards me. The one pounded on the counter, flailed his arms about and yelled at me from across the room while helping another customer, that he would not tolerate any disrespect in his store. I was treated so rudely by these two men. I am the paying customer. I have been inconvenienced and have had to take it to another jeweler to get it resized.

  Business response

  05/01/2023

  Ms. ******* is correct, her job was not completed on time as promised. We did not have a hard time finding, we first check for her ring where it should have been if it was completed. It was not in that place so we had to open a safe to get it due to the job not being completed, it was still in the work box. Part of the repair was completed, a new setting was installed to hold the center Diamond but the ring had not yet been sized. She began yelling and continuously said you promised me it would be done on this date and it was not, and once again promised and it was not. Our goldsmith had  been sick over the past 3 weeks he was in and out and he was not able to get all of the work done as promised. One of our staff was irritated with her because now she was treating us with social medial remarks, and then accused us that she feared that we would damage her ring if left here to size it to the proper size. She is mistaken that 2 gentlemen were being rude or unprofessional with her. She led the conversation as well as directed the remarks to referring to the date promised and how she is without her ring. I continuously apologized. She then demanded a HUGE discount and I asked what do you consider HUGE? She didn't answer however the entire work to be completed on her ring was about  $454.00. She continued to barred us, still yelling and would not settle down or want to listen to any explanation.  She then called her husband and was still very irate and telling him her version of the events from her perspective. She then hung up with him and said she's taking her ring to someone else. I said, sure please sign the receipt acknowledging that  that you received you ring back. She asked what do I owe you for what you had done. The amount owed for the work completed was $269.37 including sales tax. I said we won't charge you and  I'm sorry for the inconvenience and again this repair fell though the cracks. She left this part out on her complaint.  I didn't explain that our goldsmith was out for sometime and she should have been called but honestly she was very loud and didn't want to listen to any reason or explanation. We have served the Greater Toledo Area for over 45 years and sometimes events occur that you don't have control of. We should have contacted her prior to the date she was expecting to have her ring and it did not happen. I apologized over and over again and dealt with it as best as could have been at that point with no resolve except for the complaint.
  

   

  ******* ******/ Barrows Jewelers
  

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