Dan Roberts Fine Jewelers

From: [redacted]...

[redacted]<[redacted]>Date: Sat, Jun 28, 2014 at 4:09 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected]
[redacted]:
Thank you for processing my complaint.
May I edit my complaint? Since I submitted it, I took my watch to another jeweler, who not only replaced the crystal as I had asked Dan Roberts Jewelry to do, but also repaired the damage that he had done to the watch (stuck hands, minute - hour hands not aligned) -- for $25.
I have attached a revision to my initial complaint reflecting that new information.
Thanks you.
[redacted]
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I'm a retired Army officer with over fifty years of government service. During that time, I've lived, worked and shopped in five countries. This was the worst consumer experience of my life.
I asked him to put the crystal to my watch back on. He convinced me that I also needed to have it buffed, and that if that didn't get out the scratches, to have a new crystal installed; to replace the battery and to buy a [redacted] band -- for a estimated total of nearly $300.
The next day I telephoned and said that I'd changed my mind, that all I wanted done was to have the crystal put back on. He asked why, and I told him that I wanted to repair the watch at the least expense possible. He then said that the hands were stuck, but he could unstick them. (The hands were not stuck when I gave him the watch -- it was working fine, it just needed the crystal to be put back on.) His estimate for putting the crystal back on (with special glue) and unsticking the hands was $65. I agreed.
Several days later he called and told me that my watch was ready for pick up. When I arrived, I paid him and left without inspecting the watch. That night I noticed that the hands were not aligned properly -- when the minute hand was on the 12, the hour hand was well off the hour number, very askew and very noticeably so. There also appeared to be a chip on the minute hand. There also appeared to be a chip on the crystal itself.
I went  to his office later and showed him the watch. I pointed out that "When the minute hand is on the 12, the hour hand is not on an hour number -- it's askew. And there seems to be a chip on one of the hands." He shouted, "I don't like that tone, I won't be talked to that way in my shop, get out of my store!" I left.
But I decided to return, and try to show him the problem with the watch again. He then shouted, 'What do you want!" "Leave it and I've give you a ticket!" I said, "No, I don't want to do business with you anymore, I want to...". He then shouted, "You're a cheap man! You're a cheap man -- you called me three times about a $65 watch."
That night the crystal fell off again. He not only failed to put the crystal back on properly, but he damaged the watch -- now the hands were indeed stuck and the minute - hour hands were not properly aligned.
Having learned my due diligence lesson, I consulted [redacted] and [redacted], then took the watch to [redacted] in [redacted]. They were very professional. They cleaned the watch, unstuck the hands, aligned the hour and minute hands, and put the crystal back on -- for $25.
I've reported Daniel Roberts Fine Jewelers to the Revdex.com.

“We want to thank the Revdex.com for the opportunity to respond to a complaint filed against our firm in May of 2014.
The complaint failed to mention that the former customer who filed the complaint yelled out obscenities and a slanderous remark directed at our store employees/principals in an aggressive manner and what we perceived as in a threatening manner when in our store.   For over twenty (20) years, our firm has had in place a store policy of reporting all aggressive behavior directed at our staff, whether verbal or physical, to the police for immediate attention due to high security concerns .  We will not tolerate any aggressive behavior or personal profanity attacks, verbal or physical, against our employees or our store property.   We then proceeded to implement one of the necessary security  procedures in accordance with our store security policy.  This is why the customer was asked to leave the store.
 
As for the watch repair in question, the watch  was working fine when it left our store. The former customer was informed that we would repair the watch free of charge for him. He refused to leave the watch with us so we could repair it.  The former customer has chosen not to allow us to repair the watch.  The parts we used to repair his watch have already been paid for, and are non-refundable back to the source where we purchased them from.  These parts are in the possession of this former customer.  We also incurred employee costs, processing and handling costs as well.
 
But since he has asked  for a refund, and in an attempt to resolve the situation, and considering the fact that the parts that we ordered for his watch cannot be returned, we have chosen to refund this former customer ½ the total price of the repair.  The amount that will be refunded will be $32.50 payable by check.  We ask that this former customer supply the appropriate address where he wants the check mailed to.  The deposit of our check into his bank account will constitute the full settlement of his complaint against our firm.
 
Thank you for your time and help.  The Management”

Review: I'm a retired Army Officer with over fifty years of government service. During that time, I've lived, worked and shopped in five countries. This was the worst consumer experience of my life.I asked him to put the crystal back on my watch. He convinced me that I should also have the crystal buffed (and that if that didn't remove the scratches he'd have a new crystal installed); to replace the battery (despite the current battery still working); and to buy a [redacted] watchband - for an estimated cost of nearly $300. The next day I telephoned him and said that I had changed my mind, that all I wanted done was to have the crystal put back on. He asked why. I told him that I wanted to repair the watch at the least expense possible. He then said that the hands were stuck to the watch face but he could unstick them. His estimate for putting the crystal back on an unsticking the hands was $65. I agreed. Several days later he called and said that my watch was ready for pick up. When I arrived, I paid him and left without inspecting the watch. He kept both the merchant and the customer copy of the paid receipt. That night I noticed three problems: the minute and hour hands did not align properly, there was a chip on the minute hand, and there was a chip on the crystal.I went to his office two days later, for the purpose of giving him feedback.I showed him the watch and pointed out that "When the minute hand is on the 12, the hour hand is not on an hour number, but offset and noticeabley so, there is a chip on the minute hand." He shouted, "I don't like that tone! I won't be talked to like that in my shop". When I looked at him in surprise, he shouted "Get out of my store". I departed.When I got outside, I decided to return in order to show him the problem. When I did, he shouted "What do you want? Leave it and I'll give you a ticket". I said, I don't want to do business with you, I want to... He then shouted "You're a cheap man, you're a cheap man! --you called me three times about a $65 watchDesired Settlement: I have two objectives in filing this complaint:1. I'd like a refund. I don't ever want to do business with this man again. I'll take my watch elsewhere to be repaired.2. I believe it is my duty to warn other citizens about this man.

Consumer

Response:

From: [redacted]<[redacted]>

Date: Sat, Jun 28, 2014 at 4:09 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

[redacted]: