ComplaintsforFred Meyer Jewelers Inc

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a formal complaint against **** meyers jeweler (formerly Littman jeweler) regarding their handling of a warranty claim under terms specified in the fine jewelry guarantee agreement and the lifetime jewelry care plan for a diamond engagement ring I purchased from them on 04-17-17.Recently, the diamond fell out of the ring setting, and when I contacted **** Meyers to utilize the warranty, they said to go ahead and send my ring to them and the diamond would be replaced. As you can see via the attached emails that once they got me to send the ring to out for the repairs, F.Meyers then states they are refusing to replace the diamond, citing a violation of warranty terms. They claim it was MY responsibility to provide the documentation from every cleaning / inspection visit every 6months .However, at the time of purchase this requirement was never disclosed to me nor is it stated in any of the documentation provided to me (see attachments).Furthermore, despite my repeated requests, **** Meyer has failed to provide any documentation justifying their decision to void my claim. This lack of transparency and failure to honor their warranty obligations is unacceptable and constitutes a violation of consumer rights.I believe that **** Meyer jeweler has engaged in unfair business practices by not disclosing the terms of the warranty and by refusing to provide documentation for their decision. This has caused me significant inconvenience and financial loss.I am seeking your assistance in resolving this matter and ensuring that **** Meyer fulfills their warranty obligations or provides appropriate compensation for the lost diamond. Thank you for your attention to this matter.Attached is all paper work regarding the warranty i was sold, the original receipt, and all emails regarding my situation. I look forward to your prompt response and resolution. Sincerely, Camden *******

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  3 wedding rings were purchased at Littmans with insurance and life time trade in privilege program (in ************). Littmans closed up all of the ************ stores. I inquired multiple times to see how to trade up my rings. I was told that I "need to visit one of the 130 stores still available but unfortunately, none are near you". They did not provide me with a list of stores - just states that include ****, *****, ******, Washington and ******.***** is a 34 hour drive from ************ I also requested a receipt for my rings since my exhusband is refusing to give those to me. Seeing that the stores seem to be an airplane ride away, I think they should have another solution for honoring a the "lifetime trade in privilege program". It is bad enough pieces have to be mailed in for inspections and repairs - such an inconvience to customers. I have multiple other pieces as does my mom. It isn't our fault they closed the brick and mortar in our state. Heck if they were located in **********, ******** or ********, I would get in the car and drive. An airline ticket, hotel room, time off work, etc. will cost more than these rings are worth.

  Business response

  02/28/2024

  Thank you for contacting Fred Meyer Jewelers regarding our trade-in policy. We sincerely apologize for any inconvenience you may have experienced due to the current limitations on completing trade-ins outside of our stores.
  At Fred Meyer Jewelers, we strive to provide our customers with the best possible service and options for their jewelry needs. As part of our commitment to quality and security, trade-in transactions require an in-store visit at this time. This ensures that we can accurately assess the value of your items and provide you with the best possible offer.
  We understand that this may not be convenient for everyone, and we sincerely apologize for any frustration this may cause. Please know that we are actively exploring alternative methods to accommodate trade-ins in the future, including online or remote options. However, our top priority remains ensuring the security and accuracy of these transactions for our customers.
  In the meantime, we appreciate your understanding and patience as we work to find the best solutions for all our valued customers. If you have any further questions or concerns, please don't hesitate to contact ussy 1800DIAMOND.
  Thank you for choosing Fred Meyer Jewelers. We look forward to serving you in-store and providing you with the exceptional service you deserve.

  Customer response

  03/07/2024

   
  Complaint: 21342118
  
  I am rejecting this response because:

  1. I have asked multiple times for the receipts of the purchase - halo diamond ring and 2 matching Kallati rings. Please provide a copy of the receipts. It was purchased from the *********, ** store #*** under *******************************. ********************* was the sales consultant. Our old mailing address was ****************************************************. I had multiple issues with this ring and Littmans actually had to replace the original one. Poor customer service the entire time. A recap of some of my experience was sent to Littmans 5/27/2015 at 12:18 pm to which Littmans never replied. My ring was serviced in *********, ** - ********, ** and *********, ** and sent to *** for repairs. 

  2. I think it is terrible that Littman would rather lose a sale than figure out how to accomodate a trade-in when a store isn't within driving distance. Send me an airline ticket if you don't want to do business remotely. 

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

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  If I could give them a lower score I would. My fiance who has leukemia found out he's in remission and decided to buy me a present. He went into **** Meyers jewelry in Salem on market Street to get me something. He chose an owl pendant because we both like owls. The first night I wore it I lost the owl due to a glitch in the manufacturer of the necklace itself. I took my old necklace in and and showed them there was a defect in the necklace and that's why the owl got lost. They refused to do anything about it and said that was my problem. I had to pay another $114 on top of what was already spent for a replacement of the owl. I would never spend any further money in the store because they don't back up what they sell.They have a snotty arrogant attitude to make matters worse.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The jeweler we purchased my wedding rings from went out of business and **** Meyer was our new contact. I had not received notification of this at the time of Littmans closing. I sent my rings to **** Meyer, as they requested after verifying our purchaseand warranty information, to be rodium plated in mid November.For the next 6-7 weeks I received horrible customer service from their repair team insisting I had no warranty. After providing documentation multiple times, escalating and also commenting several times on their social media pages they agreed I did have a warranty and said it would be rush serviced. That was Jan 5th. Multiple reach outs after without a response from them. I contacted customer service today and was told my ring was sent to a specialist because the diamond couldn't be matched. When I sent my ring to be dipped there was no damage to it whatsoever. This is a horrible company! They have had my ring for multiple months, do not appropriately respond or communicate and have now damaged my ring. They should be out of business!I'm unable to load pics as they are over the allowed size but I have those and receipts available.

  Business response

  02/12/2024

  Thank you for contacting Fred Meyer Jewelers.

  We apologize for your experience. This isn't the experience we strive for as a company.

  Your comments have been forwarded to the ***************************** lead. They will be in touch to discuss follow up on your merchandise along with the next steps.

   

  Thank you,

  Fred Meyer Jewelers Customer Service

  Customer response

  02/20/2024

   
  Complaint: 21267312
  
  I am rejecting this response because:
  

  This is the generic reply I've received multiple times. Their repair department has never actually called or appropriately responded and has no appropriate accountability. 

   

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

  Business response

  02/28/2024

  Thank you for contacting Fred Meyer Jewelers.

  Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you. 
  Please know that we have promptly escalated your inquiry to our repair department, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
  We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future. Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding. 

  
  Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fianc bought my engagement ring at the beginning of November 2023. Less than a month later a stone fell out so we brought it for service and for a resize. We were told one week wait and are going on seven weeks now. We have been provided various different excuses, including that service was delayed for unspecified reasons and that finally the ring was stolen and needed to be sent again. The last excuse about it being stolen was provided three weeks ago. Visits in store and calls to corporate have been unanswered and we have no idea what is going on.

  Business response

  02/05/2024

  Thank you for taking the time and reaching out to us about *********** experience. We apologize for this experience; this certainly isnt the experience we strive for with our customers. We are grateful for good customers who let us know of their concern and give us an opportunity to correct a situation that should not exist.
  
  In order to give your concern personal attention, it has been shared with the lead of the ***************** involved.  Since their offices have the day to day responsibility for the operation of the department you are working with, they will want to contact you directly with the status update and next steps. 
  
  Thank you again, for taking the time to contact us and you can be assured that we will make every effort to eliminate the recurrence of consumer dissatisfaction such as yours.
  
  Sincerely,
  
  Fred Meyer Jewelers
  Littman Jewelers
  The **********

  Customer response

  02/13/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i sent my wedding ring in to be inspected, I explicitly told them not to do anything except inspect the wing and send it back. they told me that id=f any modification or repair needed to be done their policy was, they need consent, they ended up sending me a new ring and losing the old one (shipped to wrong address also). i called and was devastated as i have serious sentimental value lost from my wife and daughter, they were rude to me and said too bad there is nothing we can do. they stated I can send the ring back for a refund. I have never been so upset and angry and treated so disrespectfully by an executive team member (***********************). my problem was not resolved I was told too bad I was given an option. so, I have lost my 8-year wedding ring which now I'm being told doesn't need to be inspected. **** Meyer should be held liable for their mistakes and reimburse me for what I have lost. instead they laughed and said well file a complaint withe the BBB or go to arbitration you will lose either way bye and hung up.

  Business response

  09/18/2023

  Thank you for contacting Fred Meyer Jewelers.

  Your comments have been forwarded to the Repair Manager. Please allow up to 48 business hours for their office to review the complaint. They will be in contact to resolve the concern.

   

  Thank you,

  Customer Service

  ********************** 

  The Kroger Co.

  Customer response

  09/25/2023

   
  Complaint: 20605839
  
  I am rejecting this response because:

  i have not received any resolution. Have not heard from anyone at the jewelers. I have not received and compensation or apology. I have not received my stolen property. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use jewelry as investment and I went to go see how much my ring was worth from this company not even worth $100 some told me to just sell it online absolutely ridiculous I called the customer service the best they could do is value it at a certain amount to try to bring back to other jewelers to try to sell paid extra money and full retail for this ring and they are saying they gave me $425 dollars off the item when it was in cash I have atm take out from the same day around the same time since I paid cash they are scammers they put there jewelry so high at such little cost dont trust these crooks would do absolutely nothing and the supervisor informed me that I would get a trade in for a different item or half money back once I was transferred to the other supervisor she told me there was nothing she can do for me absolutely ridiculous they steal from the public this company is not to be trusted

  Business response

  08/24/2023

  
  Thank you for contacting Fred Meyer Jewelers/Littman Jewelers.
  
  Refunds are currently processed according to our Return Policy terms and conditions.
  
  Store Refunds/Exchange Policy
  If for any reason you are not completely satisfied with your purchase, we will gladly accept your jewelry* return up to 60 days from date of purchase. At store locations only, exchanges may be made up to 90 days from date of purchase. *Returns or exchanges of custom designed jewelry, class rings, family jewelry and items that have been engraved are not accepted.
  Watch Returns - Watches may be returned within 30 days from date of purchase only if they have not been worn and have not been sized. Watch warranties vary by manufacturer and are covered in the manufacturers warranty book that was provided at time of purchase.
  Gift Returns - Gift items may be exchanged for gift card or jewelry item of equal or greater value.
  Trade-ins - Your new jewelry item may be returned within sixty (60) days of purchase with sales receipt. If returned within 60 days, you will receive your original trade-in item and a refund of the amount paid in difference.
  Refunds - Cash refunds are issued to original purchaser With original sales receipt. Items purchased by check require a 21-day hold from date of purchase. Cash and checks over $100 are issued by check from Kroger within 30 days. Returns of merchandise purchased with a debit or credit card will be processed as a credit to the account* on which the original purchase was made. *This will include closed accounts.
  If your purchase meets these guidelines, please respond back with a copy of the receipt so we can initiate the process.
  Please include your mailing/shipping address, phone number as well for the ***** label.
  
  Thank you,
  Fred Meyer Jewelers
  Littman Jewelers
  The **********

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I bought our wedding rings along with several other products at fred meyer jewelers. On every product except one pair of earrings we have purchased their lifetime of care product to properly care for the items for upkeep and repair. The rings were the big purchase and we bought them during one of their "diamond parties" during a time when gold prices were much lower than they are currently. At the time of purchase my husband's ring needed to be resized several sizes up. When we got it back the metal was thin around the band, we asked them to fix it several times each time it came back not fixed to the point that it looked like it should from when we first purchased it. Since then he has need it resized again and each time the metal around the band gets thinner. In the lifetime of care plan "******" or "half ******" are covered. However ****** weren't added during the resizing process. We finally are at a point that it cuts my husband's finger if he wears it due to the thin metal. We have gone to 3 separate stores. *************, burlington **, and ********** **, we have been given the option to do a buy out (purchase some for double the price with the ring as a trade in basically), get a gift card for the price we paid for the ring, and at one point they had said "hey good news looks like we're going to fix it". The amount that we paid(the amount they want to give us on a gift card) is much lower than any price we would find for a ring in today's economy, which is one of the reasons we purchased the care plan. I have spoken to several employees, managers, a regional manager along with corporate. After I spoke to corporate is when they said they would fix it. In the verbiage on the pamphlet it states "if the item cannot be repaired" they will give a gift card. It is not that it cannot be repaired, the cost to repair it would exceed the amount we paid for it. Not the original sticker price, or the value now. We have tried talking, it gets us no where.

  Business response

  08/08/2023

  I feel we've taken the correct approach in this situation. Help the customer understand that every ring has a maximum that you can size a ring without it being a special order to avoid an integrity issue. When it is a larger than a two size up request, it is generally a special order, and the customer is quoted the price for a ring that is larger than a size 14. A larger sized ring has more gold and will cost more but that doesnt get absorbed by the care plan they purchased. The store did the right thing by offering a full refund and then doing a special order, with the customer responsible for paying the difference for the larger sized ring with more gold in it. The same mechanics apply for smaller size rings. It is a common practice in the jewelry industry.
  
  As a caution: Most of our vendors for mens rings do not have a mold for rings over a size 16. If they are wanting a ****, then the only way we could accommodate that for them is to refund the existing ring, get a price quote from the vendor for a size 16, then use the care plan to size it to a size **** in-house once the size 16 arrives. But I would have the customer try the size 16 before sizing it again.
  
  What it sounds like they are asking, is to use the care plan to shank the ring into a size ****. We would consider this an alteration,which is not covered under the ***** It is going beyond the parameters of the current ring. The re-shank would only cover wear and tear. It doesnt cover sizing a ring up beyond its capabilities and as much as they would like us to do this, I agree with you that it is not good for the existing ring and the future wearability. It will potentially become a long-term issue for the customer, which we are trying to avoid. I am more than happy to have our store reshank the existing ring in the current size because of the thinning they say has taken place, but not to make it larger still (I would suggest if we go this route, to measure the width and depth of the current shank, to assure the customer of the mm gauges before doing any work).
  
  If they do not want to pay more for the larger sized ring (as any customer would be expected to do), then offering them a full refund is the best option (including the care plan). Not a buy-out, just refund it back to their original tender. I know they want a ring at the end of this deal, but we are not going to absorb the costs for them changing the size of the ring an additional three sizes from the time of the sale when they originally asked for a size ****. We can also look into what we can do for a better price if they become willing to pay the difference, but you need to let them know that we cannot do what they are wanting. I agree with ****, that we would respond to the BBB complaint as to the reasons why, if we are not able to resolve it with the customer

  Customer response

  08/08/2023

   
  Complaint: 20405072
  
  I am rejecting this response because:

  We have asked the store to just "fix the ring" and not resize it. As it has solder marks on it from one of their jewelers resizing it before and other issues. The store employee then also asked if "they're wearing you down yet". I have not received any communication after that. 

  We also would have accepted a 16 had that been offered. It was not. We were just told they would not be doing the work, after they had already said they would. This would be the preferred option. 

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

  Business response

  09/06/2023

  Thank you for contacting Fred Meyer Jewelers. Your response was shared with the District Sales Manager of the store. You will receive notification within the next 48 hours to discuss next steps of resolution.

  Customer response

  10/11/2023

  Update from the closed complaint- the regional manager got involved and contacted me directly. Between him and his manager they were able to fully rectify the situation quickly and professionally regarding the ring. We have the ring back and it **************. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I complained that they would not keep *********** shampoo and conditioner in stock and they needed to retrain whoever did their ordering in how to keep obvious fast moving items in stock and how to order, instead of doing this they discontinued their items outright. They where 1 of only 2 stores in the entire town that carried them and there are quite a few horse owners in town that NEED them, now how are we supposed to keep our animals in good health when this ONE store will NOT be able to keep up with the demand, they should have invested their time into retraining for a couple of hours instead of outright discontinuing and ******* people off, customers who just might STOP shopping there all together once this story gets out.This IS the BBB YOUR form chooses as the appropriate BBB office to submit this complaint to, if it is NOT it is YOUR websites fault, it will NOT allow me to change it, this IS the one it automatically fills in!!! If this is NOT please just FORWARD my complaint to the appropriate office, it cant be THAT hard!!!!!! Thank you!!!!

  Business response

  08/02/2023

  Hello ,

  This complaint was meant for **** Meyer stores not **** Meyer Jewelry, I have since sent it over to the right person ***********;********* that handles store complaints.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year (2022) I purchased my engagement ring and wedding ********** husband's wedding band) in the store. For some reason, my rings became loose on my finger, so (6 months later) I went back to the store. They suggested resizing. My rings were sent out to a jeweler and came back a half size smaller. Ever since then, the rings irritated my skin. My hand swelled up. Blisters formed and popped. It was bad, and I still bear scars from it. Itchy. I went back to the store and they said I was likely allergic to white gold. (? why didn't the ring irritate my skin BEFORE it was resized?). Then I read online "White gold usually has a Rhodium coating that will need to be replated after resizing." I suspect this was NOT done, and that is why my skin reacted so badly to the resized ring.I called the store to ask if I could exchange my engagement ring and wedding band for the same set, but in platinum, or yellow gold as I was reacting to the white gold. But since I had my ring for a year, they could only let me trade up to another ring, but the cost had to be double the original purchase price. And that was only because I had purchased the extended warranty for them. Well, I don't need a $5,000 ring on my finger. Despite reviewing every single ring in the store and on the website, there was no other ring I wanted. So, I called the store to ask if they could replate my ring. They said yes, sure, bring it in. I brought it in, requesting a quote for replating in platinum, and a second quote for yellow gold. Instead, they called to say that "you can't replate a white gold ring with white gold". I said "what? That's not what I asked for!" Today I called to follow up on the quotes and she said she sent my ring out for repair and it would be back in 2 weeks. I explained my request again and she said no, its out for repair! We are resizing it. I asked her to have the store manager call me. I sent a note through their website asking for a manager to call me.

  Business response

  06/20/2023

  I just spoke with **** our customer for quite a while regarding her issue. I extended an apology. I also reached out to the ********* who recommended platinum plating so the customer will have fewer issues with skin irritation. Her ring will be back at 613 by the end of the week and she will be called to pick it up. I explained to the customer that any plating that we add on will wear with time and should be redone. She has the care plan so she will be covered. **** thanked me for taking so much time to explain and help her through this process. I felt she was happy and hoping that the plating will be to her satisfaction. I will follow up with the ********* and the store to ensure this is taking place.
  
  Thank you,
  
  *********************

*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. ↩