[redacted] To whom it may concern: Dear Sir/Madame, We are responding to the complaint ID [redacted] filed on Burma [redacted] IncWe greatly regret that one of our customers has been dissatisfied with our servicesWe are willing to do our best to come to a fair resolution.The [redacted] ***, [redacted] ***, is a former attorney before she started the jewelry businessShe has been in the jewelry business for over yearsBurma [redacted] has been in business for over years with a strong customer base from not just Brooklyn but all over New York, New Jersey and neighborhood citiesWe have been serving the Russian community in Brooklyn for as long as we have established the business and have an outstanding customer ratingWe had never had any issue with customer service as this complaint beforeAs much as we are sorry to have not met this customer’s satisfaction, we would like to provide more information on the caseThe 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 metalIf we were scheming customers and stealing repaired jewelry like this person accused of us doing, we would have accepted it from the first timeThis 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 jobSo 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$charge covers neither the actual repair fee nor her time and travel expense from Brooklyn to ManhattanIt is a fact that in the current jewelry industry, the repair fees start from $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 receiptOne edge of the chain was missing and it was fairly worn-outIt measured over inches and estimated to weigh about to gramsDue to a high volume work because of the holiday season, we misplaced the customer’s gold color chainWe have provided a replacement chain with the similar length and weight and waved $repair fee when he returned We take full responsibility on losing customer’s repair itemHowever we did offer to compensate fairlyThis 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 hersWe apologized and requested she leaves the employee-only area immediately and that they are not her itemThey demanded $for the lost chainWe have called the customer and his wife on the [redacted] and called police on [redacted] to finally solve the issueAfter waiting for a while, the customer decided to leave before the police came and the case was never solvedOur [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 issueThey 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 compensateHowever 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 goldPlease see attached for the official market gold price todayThe amount they are demanding is clearly more than double the market price for the estimate length and weight of the chain [redacted] Feb [redacted] Scrap Gold Prices 24K (Pure) $39.26/gram Karat $29.44/gram Karat $22.90/gram Troy Ounce = $ Troy Ounce = DWT= Grams $29.44/g (18K) x 4g = $(Calculated based on higher possible weight and Karat of the lost chain) $22.90/g (14K) x 3g = $(Calculated based on lower possible weight and Karat of the lost chainIn the United States, karat gold is used most commonly for jewelry) We are offering the customer a fair market price of the lost chain of $in-store credit or a new gold chain of same valueWe refuse to compensate “cash” as they demand since it was not what we were given in the beginningWe are passionate about what we do and our customersWe pride ourselves on the quality of our jewelry and servicesWe have built our business based on trust and integrityWe will do our best to restore this customer’s trustHowever, we will not stand on the unfair accusation of any sort and are willing to take legal actions if neededSincerely, Representative [redacted] *** [redacted] *** [redacted] [redacted] [redacted] ***
[redacted] To whom it may concern: Dear Sir/Madame, We are responding to the complaint ID [redacted] filed on Burma [redacted] IncWe greatly regret that one of our customers has been dissatisfied with our servicesWe are willing to do our best to come to a fair resolution.The [redacted] ***, [redacted] ***, is a former attorney before she started the jewelry businessShe has been in the jewelry business for over yearsBurma [redacted] has been in business for over years with a strong customer base from not just Brooklyn but all over New York, New Jersey and neighborhood citiesWe have been serving the Russian community in Brooklyn for as long as we have established the business and have an outstanding customer ratingWe had never had any issue with customer service as this complaint beforeAs much as we are sorry to have not met this customer’s satisfaction, we would like to provide more information on the caseThe 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 metalIf we were scheming customers and stealing repaired jewelry like this person accused of us doing, we would have accepted it from the first timeThis 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 jobSo 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$charge covers neither the actual repair fee nor her time and travel expense from Brooklyn to ManhattanIt is a fact that in the current jewelry industry, the repair fees start from $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 receiptOne edge of the chain was missing and it was fairly worn-outIt measured over inches and estimated to weigh about to gramsDue to a high volume work because of the holiday season, we misplaced the customer’s gold color chainWe have provided a replacement chain with the similar length and weight and waved $repair fee when he returned We take full responsibility on losing customer’s repair itemHowever we did offer to compensate fairlyThis 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 hersWe apologized and requested she leaves the employee-only area immediately and that they are not her itemThey demanded $for the lost chainWe have called the customer and his wife on the [redacted] and called police on [redacted] to finally solve the issueAfter waiting for a while, the customer decided to leave before the police came and the case was never solvedOur [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 issueThey 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 compensateHowever 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 goldPlease see attached for the official market gold price todayThe amount they are demanding is clearly more than double the market price for the estimate length and weight of the chain [redacted] Feb [redacted] Scrap Gold Prices 24K (Pure) $39.26/gram Karat $29.44/gram Karat $22.90/gram Troy Ounce = $ Troy Ounce = DWT= Grams $29.44/g (18K) x 4g = $(Calculated based on higher possible weight and Karat of the lost chain) $22.90/g (14K) x 3g = $(Calculated based on lower possible weight and Karat of the lost chainIn the United States, karat gold is used most commonly for jewelry) We are offering the customer a fair market price of the lost chain of $in-store credit or a new gold chain of same valueWe refuse to compensate “cash” as they demand since it was not what we were given in the beginningWe are passionate about what we do and our customersWe pride ourselves on the quality of our jewelry and servicesWe have built our business based on trust and integrityWe will do our best to restore this customer’s trustHowever, we will not stand on the unfair accusation of any sort and are willing to take legal actions if neededSincerely, Representative [redacted] *** [redacted] *** [redacted] [redacted] [redacted] ***