Bill French Jewelers

Complaint: ***
I am rejecting this response because: SEE ATTACHMENT
Regards,
*** ***

Hi ***,
We hope all is well with youWe are ready for some warm spring weather as this has
been a cold one for us texansJust to give you a little background on our business we have won small business of the year in & again this january for We donate generously to the community & offer free ring polishing & inspection while you wait for free in our store every dayMy dad served for yrs in the army and retired as a Lieutenant ColonelWe honor & respect anyone who walks through our doors dailyIf you would like to confirm this please contact ***,, the Cove Chamer of Commerce president, at ***
I am very concerned & disappointed that Mrs*** is so unhappy with our store, but I can guarantee all the facts have not been presented correctlyThe clock she hand picked off our wall was working perfectly when she purchased the item. We mail these clocks out fairly regularly & rarely have any issues with the clock not working properly when the customer receives it. We packaged the clock as we always do, double boxed for protection & package arrived on timeMrs*** had a family emergency she said, so package was on her porch until one of her neighbors picked it up for her, until she got back into townI know things happen to boxes when being mailed, but the clock has a year warranty through ***We informed Mrs*** that her warranty was with seiko & if she would mail it to them we would be happy to pay for the postageWe also carry insurance through Federated & anything we send is insured up to 25,We do not pay fed ex for insurance as it is covered by Federated She was not happy with this at all & decided to go to her credit card coto get her money backThis took several weeks/months & she was refunded her moneyAs for harassing phone calls, that does not happen in our storeWe did call Mrs*** & informed her since she got her money back that she needed to send the clock backWe mailed her a fed ex PREPAID sticker & all she had to do was put clock in a box & call fed ex to pick it upIt has been several weeks since we mailed the fed ex sticker so we are going to send her a certified letter with a new PREPAID fed ex sticker to get our clock back. We do not send out clocks that dont workIt HAD to be damaged enroute by fed ex which does happenThese guys have bad days as we all do & im sure sometimes they are tossing those boxes without much careNot making excuses, but we have not harassed Mrs*** and would like to put this behind us
We treat our customers like royalty in our store, periodA good customer of ours brought her friend, *** ***, to our store that day as she was visiting from out of townHer friend has come in recently to APOLOGIZE for her friend, *** ***'s, behavior to usIn the future we are just going to pick the clock up & send it to *** ourselves to avoid issues like thisWe regret letting this issue get to where it is, but most customers understand that things being mailed can be damaged*** would have either replaced clock or repaired with the same year existing warrantyThank you for listening & would hope we will not receive any negative publicity from this frustrating issue for both partiesWe have been approached to get the Revdex.com sign of approval & may want to take you all up on this now that we are doing betterIf you would like to have someone contact us that would be great
Sincerely,
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Bill French Jewelers/ The "Bill" Board
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