Burma Ruby Momo Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT satisfactory to me and the matter has been resolved
Sincerely,
*** ***

[redacted]
To whom it may concern:
Dear Sir/Madame,
We are responding to the complaint ID [redacted] filed on Burma [redacted] Inc.
We greatly regret that one of our customers has been dissatisfied with our services. We are willing to do our best to come to a fair...

resolution.The [redacted], is a former attorney before she started the jewelry business. She has been in the jewelry business for over 40 years. Burma [redacted] has been in business for over 10 years with a strong customer base from not just Brooklyn but all over New York, New Jersey and neighborhood cities. We have been serving the Russian community in Brooklyn for as long as we have established the business and have an outstanding customer rating. We had never had any issue with customer service as this complaint before.
As much as we are sorry to have not met this customer’s satisfaction, we would like to provide more information on the case. The first time this customer came to the store to repair his gold color chain, we refused since we only repair hand-made jewelry and do not have machinery to do soldering work on metal. If we were scheming customers and stealing repaired jewelry like this person accused of us doing, we would have accepted it from the first time. This customer came back the second time on Dec [redacted] even though we explained that we do not do this kind of repair work, he insisted that we take on this job. So in order to satisfy a demanding customer, we accepted the repair work, despite our [redacted] personally had to bring the chain to a jeweler in Manhattan to repair. $8 charge covers neither the actual repair fee nor her time and travel expense from Brooklyn to Manhattan. It is a fact that in the current jewelry industry, the repair fees start  from $10 and up including g New York City.
 The lost chain was gold color and we did not see any mark to prove which metal this chain was, hence it was described only as “golden chain” on the customer receipt. One edge of the chain was missing and it was fairly worn-out. It measured over 17.5 inches and estimated to weigh about 3 to 4 grams. Due to a high volume work because of the holiday season, we misplaced the customer’s gold color chain. We have provided a replacement chain with the similar length and weight and waved $8 repair fee when he returned.
 We take full responsibility on losing customer’s repair item. However we did offer to compensate fairly. This customer’s wife has come to the store on or around Dec [redacted] and forcefully entered our employee-only area and went through other customers’ repairs, claiming either one of them is hers. We apologized and requested she leaves the employee-only area immediately and that they are not her item. They demanded $350 for the lost chain. We have called the customer and his wife on the [redacted] and called police on [redacted] to finally solve the issue. After waiting for a while, the customer decided to leave before the police came and the case was never solved.
Our [redacted] has informed the customers that she would be going on a business trip in a few days after the [redacted] and to come back to the store so we could resolve the issue. They never came back and instead filed a falsely stated complaint.
 We are more than willing to take the responsibility for the lost item, give benefits of the doubt on the customer’s claim and compensate. However the amount they have demanded is way more than the market price, considering the lost chain was in used damaged condition with part missing and can only be sold as scrap metal even if it is happens to be actual gold. Please see attached for the official market gold price today. The amount they are demanding is clearly more than double the market price for the estimate length and weight of the chain.
 [redacted]
Feb [redacted] 2015 Scrap Gold Prices
 24K (Pure) $39.26/gram
 18 Karat $29.44/gram
 14 Karat $22.90/gram
 1 Troy Ounce = $1221.10
 1 Troy Ounce = 18.229 DWT= 28.349 Grams
 $29.44/g (18K) x 4g = $117.76 (Calculated based on higher possible weight and Karat of the lost chain)
$22.90/g (14K) x 3g = $68.70 (Calculated based on lower possible weight and Karat of the lost chain. In the United States, 14 karat gold is used most commonly for jewelry)
 We are offering the customer a fair market price of the lost chain of $150 in-store credit or a new gold chain of same value. We refuse to compensate “cash” as they demand since it was not what we were given in the beginning.
We are passionate about what we do and our customers. We pride ourselves on the quality of our jewelry and services. We have built our business based on trust and integrity. We will do our best to restore this customer’s trust. However, we will not stand on the unfair accusation of any sort and are willing to take legal actions if needed.
Sincerely,
Representative
[redacted]  
 
[redacted] 
[redacted] 
[redacted] 
[redacted]

Review: On December [redacted] I saw advertisement for Christmas free repair in the repairshop "[redacted]".([redacted]).I brought golden chain for repair on December [redacted]. The repair store [redacted] looked at the chain and told us that free repair is for non-gold items.She asked $8 for repair and took the chain. (See receipt staying that goldenchain was given to the [redacted] golden chain, length 18 inch). The store [redacted] said that she needs to keep the chain in order to repair itin Manhattan with special tools and it will be ready for pick up on December**.I came for pickup on December [redacted] She gave me the chain and Ibrought it home. My wife opened the box at home and found that it was adifferent chain from the one I gave for repair. I returned immediately tothe store and told the store [redacted] that this is not my chain. The [redacted] was not surprised with my return and told me that she couldn't find mychain. She told me that she gave me a different one assuming that we need towear something for Christmas. She took the chain back and asked for moretime to find the chain. She also return me money for the repair.I came back to the store on December [redacted] and [redacted].On December [redacted] she called us and asked to come to the store. I was hopingthat she found my chain and will give it back to us. Instead, she said thatshe cannot find our chain and want to give us metallic chain as replacement.She also suggested calling police to resolve the issue (which we agreed todo). We called police on December ** (between 3 Pm and 5:30PM). Wewaited almost 3 hours but nobody arrived to resolve the issue. We spoke withpolice operator ([redacted]) and were told that they were busyand can't arrive. So the operator told us to go if the police will notarrive in 20 minutes.I am unable to resolve the issue with the [redacted] who keeps changing versionsand refuses to admit that she have taken chain. Receipt given on store bus card.This is very valuable item for myfamily She accepted thechain as golden (see the receipt) and now is not willing to return it orcompensate for the true value of the chain. The only resolution she suggestis to give us metallic chain instead.Desired Settlement: We request either return of original chain to us or return full value ofthe golden chain ($350). We do not want any cheap replacement.I am shocked with the way that store [redacted] took the item and playinggames with us. I spent more than 10 hours going back to the store andnaively hoping that this is mistake and will be resolved. Needleless to say,that this incident left me sleepless for many nights. I just couldn't believe thatstore [redacted] could use cheap repair scheme to take item.

Business

Response:

[redacted]To whom it may concern:Dear Sir/Madame,We are responding to the complaint ID [redacted] filed on Burma [redacted] Inc.We greatly regret that one of our customers has been dissatisfied with our services. We are willing to do our best to come to a fair resolution.The [redacted], is a former attorney before she started the jewelry business. She has been in the jewelry business for over 40 years. Burma [redacted] has been in business for over 10 years with a strong customer base from not just Brooklyn but all over New York, New Jersey and neighborhood cities. We have been serving the Russian community in Brooklyn for as long as we have established the business and have an outstanding customer rating. We had never had any issue with customer service as this complaint before.As much as we are sorry to have not met this customer’s satisfaction, we would like to provide more information on the case. The first time this customer came to the store to repair his gold color chain, we refused since we only repair hand-made jewelry and do not have machinery to do soldering work on metal. If we were scheming customers and stealing repaired jewelry like this person accused of us doing, we would have accepted it from the first time. This customer came back the second time on Dec [redacted] even though we explained that we do not do this kind of repair work, he insisted that we take on this job. So in order to satisfy a demanding customer, we accepted the repair work, despite our [redacted] personally had to bring the chain to a jeweler in Manhattan to repair. $8 charge covers neither the actual repair fee nor her time and travel expense from Brooklyn to Manhattan. It is a fact that in the current jewelry industry, the repair fees start from $10 and up including g New York City. The lost chain was gold color and we did not see any mark to prove which metal this chain was, hence it was described only as “golden chain” on the customer receipt. One edge of the chain was missing and it was fairly worn-out. It measured over 17.5 inches and estimated to weigh about 3 to 4 grams. Due to a high volume work because of the holiday season, we misplaced the customer’s gold color chain. We have provided a replacement chain with the similar length and weight and waved $8 repair fee when he returned. We take full responsibility on losing customer’s repair item. However we did offer to compensate fairly. This customer’s wife has come to the store on or around Dec [redacted] and forcefully entered our employee-only area and went through other customers’ repairs, claiming either one of them is hers. We apologized and requested she leaves the employee-only area immediately and that they are not her item. They demanded $350 for the lost chain. We have called the customer and his wife on the [redacted] and called police on [redacted] to finally solve the issue. After waiting for a while, the customer decided to leave before the police came and the case was never solved.Our [redacted] has informed the customers that she would be going on a business trip in a few days after the [redacted] and to come back to the store so we could resolve the issue. They never came back and instead filed a falsely stated complaint. We are more than willing to take the responsibility for the lost item, give benefits of the doubt on the customer’s claim and compensate. However the amount they have demanded is way more than the market price, considering the lost chain was in used damaged condition with part missing and can only be sold as scrap metal even if it is happens to be actual gold. Please see attached for the official market gold price today. The amount they are demanding is clearly more than double the market price for the estimate length and weight of the chain. [redacted]Feb [redacted] 2015 Scrap Gold Prices 24K (Pure) $39.26/gram 18 Karat $29.44/gram 14 Karat $22.90/gram 1 Troy Ounce = $1221.10 1 Troy Ounce = 18.229 DWT= 28.349 Grams $29.44/g (18K) x 4g = $117.76 (Calculated based on higher possible weight and Karat of the lost chain)$22.90/g (14K) x 3g = $68.70 (Calculated based on lower possible weight and Karat of the lost chain. In the United States, 14 karat gold is used most commonly for jewelry) We are offering the customer a fair market price of the lost chain of $150 in-store credit or a new gold chain of same value. We refuse to compensate “cash” as they demand since it was not what we were given in the beginning.We are passionate about what we do and our customers. We pride ourselves on the quality of our jewelry and services. We have built our business based on trust and integrity. We will do our best to restore this customer’s trust. However, we will not stand on the unfair accusation of any sort and are willing to take legal actions if needed.Sincerely,Representative[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me and the matter has been resolved.

Sincerely,