Dejaun Jeweler

In response to the Bracelet repair Complaint from our customer B [redacted] , we offer the following information.B [redacted] dropped off on June 3, (2) 14K y/g bracelets for repairOne was a charm bracelet and the other was a Figaro style chain braceletShe also brought in a watch that needed a battery change.The charm bracelet was in need of soldering in two areas (which is gold added to strengthen the areas) on both sides of the clasp.The Figaro style chain bracelet was in need of a new jump ring, (which is a loop that connects the bracelet to the clasp.) Since the jump ring was missing on the bracelet.The two bracelet repairs were performed in our Westlake Village Location, by our expert on site jeweler, G [redacted] In which, he has been with us for plus years, and has a stellar reputation in his field.R [redacted] the Store Manager called B [redacted] on June 6, to let her know that the repairs had been completed and were ready for pick up.R [redacted] called again a couple of times to remind B [redacted] that her repairs were ready for pick upB [redacted] arrived on July 6, to pick up the repairs, and M [redacted] assisted B [redacted] with putting the bracelets onShe paid $75,for the repair of the bracelets and the watch battery,On Friday, July 10, B [redacted] called R [redacted] to explain to her that she had lost the charm braceletR [redacted] said that she would talk to the jeweler about it on Tuesday, July 14th when he was back in the store, and would get back to her in regard to the situation.Before R [redacted] had a chance to even talk to G [redacted] about the repair, B [redacted] came into the store on Tuesday, July 14th in an irate disposition, and demanding service immediately even though there were other customers in the store being attended tooOn this day, she mentioned that her Figaro Chain bracelet had fallen off as well.When G [redacted] examined the Figaro chain bracelet, he found that it had broken again, but this time in a different placeThe new jump ring was still in place, but now the bracelet needed soldering to repair a break in the link chainA different repair to what Dejaun performed previously, The new repair work was not related to the previous repair(See attached picture).R [redacted] offered to accommodate the new repair, but B [redacted] would not listen to herShe kept interrupting R [redacted] when she was trying to help her, and started to demand that she wanted $to replace her lost bracelet, and wanted a FULL REFUND of the (3) repairs that were performedShe proceeded to use foul language in front of the other customers and told them that Dejaun was a terrible Jewelry store, and to not shop hereShe left the store, and then wrote derogatory comments about Dejaun Jewelers on YELP, which she has now removed.Truthfully, both bracelets are on the older side, so additional breaks can be common, and are part of wear and tear as the piece is wornEspecially, when a customer wears a piece of jewelry hours a day, days a week, like B [redacted] mentioned that she doesThis type of wear is extremely hard on jewelry, and it is not recommended to wear jewelry during sleep, shower, etcGold during everyday wear, as well as other metals, can stretch, tweek and break under pressure.B [redacted] also sent an email to our customer service department stating that she was requesting that we make her a brand new bracelet to replace her lost bracelet, and that she would bring in her mother's bracelet so that we could make her one just like it, and that she also wanted the return of her $75,repair charge.She claims that the charm bracelet had sentimental value attached to itWhich surprised us, since she waited days to pick it up, when it was ready so much earlier.In fact, B [redacted] has no proof that she lost the bracelet due to our soldering repair job of the braceletThe bracelet may have had a different issue, just like the Figaro bracelet doesShe may have caught the bracelets on something that caused the breaksWe don't know how rough she wears her jewelry after she leaves the shopShe has brought several pieces of jewelry in for repair over the yearsSome pieces she repairs and others she decides not too, due to the cost estimate.As for blaming M [redacted] for putting the bracelets on her wrist incorrectly, she left with them on her wrist, and she did not lose the charm bracelet for days after she left, and the Figaro bracelet broke in a different place,so that has nothing to do with how the bracelet was placed on her wrist.Dejaun Jewelers has been in business for over years, and has a very reputable track record.We tried to work with B [redacted] on the repair of her Figaro Bracelet, but she did not want to work with usNot sure where the $amount comes from now as stated in her dispute with Revdex.com.As for the Charm bracelet, we do not feel responsible for the loss of the bracelet, since we performed the repair work that she authorized, and she left with her jewelry fixedAlso, we do not owe her a refund of therepair charge of $since we performed the repair workPlease fill free to contact me with any further questionsRespectfully, J [redacted] Vice President Dejaun Jewelers

Complaint:
I am rejecting this response because: This company is not being honestMy yelp review was not removed by me Dejaun Jewelers is closing their business in Westlake VillageIt looks as if the Yelp page for that location was removed Yelp is an avenue for customers to place their reviews, negative or positiveThere is nothing wrong with thisI will continue to update my Yelp reviews on Dejaun's different location pages so other customers do not have a similar experienceThe President of the company never contacted me directly He was not in the store when I was thereHe is relaying information that is from his salesperson, R*** Please note the Company's poor Yelp reviews on their Thousand Oaks location site I will be reposting my Yelp review as well.
Points to consider:
-I did not lose my bracelet Dejaun did not properly fix the bracelets and because of this the bracelets fell off my arm within days of being fixed-I have two small children and run a business so speculation as to the sentiment of my bracelet because I did not pick it up for a month is a moot point Additionally, Dejaun is going out of business and their hours do not match up with their website For ex, I went in on a Monday as it stated they were open on their website, and they were not open for businessI also called to see if R*** was in because I was in the area to pick up my items and they said she was not in that day
-I did not ask them to make another braceletI offered for them to look at my mother's matching bracelet that has been worn the same as mine and is just as "old" so they could assess the value and provide me with a replacement-The salesperson, R*** said it was a possibility that the owner's son could have placed it on me wrong It's interesting to me that it was a possibility that this could have happened (human error) but not that the jeweler had made a mistakeIf the salesperson had said, yes you know what I did put her jewlery on wrongWhat would they have done? And, who in their right mind, would actually consciously put the jewlery on wrong???
-It does not matter how many years experience a jeweler has, they are human and can make mistakes-The owner claims that I have taken in jewlery and due to cost not had it fixed This is enraging to meI took my wedding ring in to be cleaned (one item)They said there was a crack from sizing and asked if I wanted it fixedI said, no thank you because the jeweler that set it said to always bring repairs to him for free Wouldn't you opt to have the original jeweler fix it especially if it was free? That is just smart business Additionally, my husband and I purchased a relatively expensive necklace from R***During negotiations, she wrote down and quoted us a price and then called us on our cell to let us know she had misquoted and the difference was several hundred dollars moreWe still purchased it Again, human error, not perfect but a bit frustrating nonetheless.
-I asked for a refund for repairs for both bracelets not for the battery for my watch-How could I ever trust this jeweler to fix something again? It's ironic that R*** told me that my bracelet I was able to salvage when it fell off my wrist could not be fixed and that it would keep breakingI said, ok, well why didn't you tell me that when I brought it in for review and repairIf you were honest with me then, I would not have invested in having it repairedFive mins after she said this, she then said we will fix it again at no costThat is so strange to me because she just said they couldn't fix it, because it will keep breakingWhich is it?
-I have supervised and led many marketing and sales teams, and there is a lack of proper customs relations at this business For ex., when the jeweler came out, he didn't even introduce himselfI was very courteous, introduced myself and calmly relayed the issue in specific detailR*** was insulting and contentious-As owners of our own business that is far larger in scale than Dejaun Jewelers, you would never see our sales people having a private phone call in the back room re a disgruntled customer and not hearing the customer out, helping them, etcThe owner hears his salesperson's side of the story, issued no refund for non-repairs and then provided an account for the situation in which he wasn't even thereHis allegations are falseI am livid at the poor customer service at this establishment The owner never contacted me not heard my side of the story Dejaun's salesperson is looking out for herself not the customerJewlery typically holds great sentimental value to its ownersMy father who passed (years ago) gave me that bracelet and for them to speculate anything less is insulting and indicative of their characterI'm curious if there is an insurance policy as to repairs that are not properly made I would like at the very least, for a refund for my repairs
Regards,
B*** ***

In response to the Bracelet repair Complaint from our customer, we offer the following information.We are very sorry that our customer has lost one of her braceletsThis is always a very emotional and upsetting situation.In regard to the workmanship of the repairs, we remain confident that the loss of her bracelet was not due to the soldering that we provided on either side of her clasp, and we also stand by our soldering repair of the jump ring on the 2nd bracelet.The 2nd bracelet that fell off of her wrist is proof that the repair job that we preformed was done properly, because the jump ring was still in tact(Per her picture provided)This bracelet has now broken from the opposite end, not where we soldered a new jump ring to the clasp.Yes, we are currently closing out our Westlake Village store location, but our Yelp page for the Westlake Store is still operableWe look forward to the opening of our newest store location in Canoga Park very soon.Also, the store hours for the Westlake Village Location are different from the Thousand Oaks and Sherman Oaks locationsThe hours for the Westlake Store have been and still remain as closed on Sunday and Monday(Please see attached hours listing for the Westlake Location).Yelp can be great place to express a feeling or emotional about an experience from a business transaction, but Sadly the majority of reviews online are from the negative experiences, and not from all of the wonderful, happy and content experiences that people have had.Our Store Privacy Policy is to address customer service issues on the phone in the backroom, as to provide customer/consumer privacyWe do not address customer issues in front of other customers,But, in order to negotiate this matter in good faith, we will offer to refund this customer $plus tax, the cost of the (2) bracelet repairs.As I stated before, we will not be responsible for the loss of her bracelet, and we still stand by our repair work on both bracelets.However, in order to move forward, we will offer the refund of $plus tax in order to close this matter.If this is acceptable to the customer, she can contact us to let us know her decision to settleUpon acceptance of this offer, this dispute will be considered closed, and a signature will be accepted from her that no further action will be taken in regard to this matter.Please fill free to contact me with any further questions.Respectfully,J*** *** Vice President

In response to the Bracelet repair Complaint from our customer B[redacted], we offer the following information.B[redacted] dropped off on June 3, 2015 (2) 14K y/g bracelets for repair. One was a charm bracelet and the other was a Figaro style chain bracelet. She also brought in a watch...

that needed a battery change.The charm bracelet was in need of soldering in two areas (which is gold added to strengthen the areas) on both sides of the clasp.The Figaro style chain bracelet was in need of a new jump ring, (which is a loop that connects the bracelet to the clasp.) Since the jump ring was missing on the bracelet.The two bracelet repairs were performed in our Westlake Village Location, by our expert on site jeweler, G[redacted]. In which, he has been with us for 15 plus years, and has a stellar reputation in his field.R[redacted] the Store Manager called B[redacted] on June 6, 2015 to let her know that the repairs had been completed and were ready for pick up.R[redacted] called again a couple of times to remind B[redacted] that her repairs were ready for pick up. B[redacted] arrived on July 6, 2015 to pick up the repairs, and M[redacted] assisted B[redacted] with putting the bracelets on. She paid $75,00 for the repair of the 2 bracelets and the watch battery,On Friday, July 10, 2015 B[redacted] called R[redacted] to explain to her that she had lost the charm bracelet. R[redacted] said that she would talk to the jeweler about it on Tuesday, July 14th when he was back in the store, and would get back to her in regard to the situation.Before R[redacted] had a chance to even talk to G[redacted] about the repair, B[redacted] came into the store on Tuesday, July 14th in an irate disposition, and demanding service immediately even though there were other customers in the store being attended too. On this day, she mentioned that her Figaro Chain bracelet had fallen off as well.When G[redacted] examined the Figaro chain bracelet, he found that it had broken again, but this time in a different place. The new jump ring was still in place, but now the bracelet needed soldering to repair a break in the link chain. A different repair to what Dejaun performed previously, The new repair work was not related to the previous repair. (See attached picture).R[redacted] offered to accommodate the new repair, but B[redacted] would not listen to her. She kept interrupting R[redacted] when she was trying to help her, and started to demand that she wanted $300.00 to replace her lost bracelet, and wanted a FULL REFUND of the (3) repairs that were performed. She proceeded to use foul language in front of the other customers and told them that Dejaun was a terrible Jewelry store, and to not shop here. She left the store, and then wrote derogatory comments about Dejaun Jewelers on YELP, which she has now removed.Truthfully, both bracelets are on the older side, so additional breaks can be common, and are part of normal wear and tear as the piece is worn. Especially, when a customer wears a piece of jewelry 24 hours a day, 7 days a week, like B[redacted] mentioned that she does. This type of wear is extremely hard on jewelry, and it is not recommended to wear jewelry during sleep, shower, etc. Gold during everyday wear, as well as other metals, can stretch, tweek and break under pressure.B[redacted] also sent an email to our customer service department stating that she was requesting that we make her a brand new bracelet to replace her lost bracelet, and that she would bring in her mother's bracelet so that we could make her one just like it, and that she also wanted the return of her $75,00 repair charge.She claims that the charm bracelet had sentimental value attached to it. Which surprised us, since she waited 30 days to pick it up, when it was ready so much earlier.In fact, B[redacted] has no proof that she lost the bracelet due to our soldering repair job of the bracelet. The bracelet may have had a different issue, just like the Figaro bracelet does. She may have caught the bracelets on something that caused the breaks. We don't know how rough she wears her jewelry after she leaves the shop. She has brought several pieces of jewelry in for repair over the years. Some pieces she repairs and others she decides not too, due to the cost estimate.As for blaming M[redacted] for putting the bracelets on her wrist incorrectly, she left with them on her wrist, and she did not lose the charm bracelet for days after she left, and the Figaro bracelet broke in a different place,so that has nothing to do with how the bracelet was placed on her wrist.Dejaun Jewelers has been in business for over 30 years, and has a very reputable track record.We tried to work with B[redacted] on the repair of her Figaro Bracelet, but she did not want to work with us. Not sure where the $750.00 amount comes from now as stated in her dispute with Revdex.com.As for the Charm bracelet, we do not feel responsible for the loss of the bracelet, since we performed the repair work that she authorized, and she left with her jewelry fixed. Also, we do not owe her a refund of therepair charge of $75.00 since we performed the repair work. Please fill free to contact me with any further questions. Respectfully, J[redacted] Vice President Dejaun Jewelers

Complaint: 10715845
I am rejecting this response because: This company is not being honest. My yelp review was not removed by me.  Dejaun Jewelers is closing their business in Westlake Village. It looks as if the Yelp page for that location was removed.  Yelp is an avenue for customers to place their reviews, negative or positive. There is nothing wrong with this. I will continue to update my Yelp reviews on Dejaun's different location pages so other customers do not have a similar experience. The President of the company never contacted me directly.  He was not in the store when I was there. He is relaying information that is false from his salesperson, R[redacted].  Please note the Company's poor Yelp reviews on their Thousand Oaks location site.  I will be reposting my Yelp review as well. Points to consider:-I did not lose my bracelet.  Dejaun did not properly fix the bracelets and because of this the bracelets fell off my arm within days of being fixed.-I have two small children and run a business so speculation as to the sentiment of my bracelet because I did not pick it up for a month is a moot point.  Additionally, Dejaun is going out of business and their hours do not match up with their website.  For ex, I went in on a Monday as it stated they were open on their website, and they were not open for business. I also called to see if R[redacted] was in because I was in the area to pick up my items and they said she was not in that day.  -I did not ask them to make another bracelet. I offered for them to look at my mother's matching bracelet that has been worn the same as mine and is just as "old" so they could assess the value and provide me with a replacement.-The salesperson, R[redacted] said it was a possibility that the owner's son could have placed it on me wrong.  It's interesting to me that it was a possibility that this could have happened (human error) but not that the jeweler had made a mistake. If the salesperson had said, yes you know what I did put her jewlery on wrong. What would they have done? And, who in their right mind, would actually consciously put the jewlery on wrong???-It does not matter how many years experience a jeweler has, they are human and can make mistakes.-The owner claims that I have taken in jewlery and due to cost not had it fixed.  This is enraging to me. I took my wedding ring in to be cleaned (one item). They said there was a crack from sizing and asked if I wanted it fixed. I said, no thank you because the jeweler that set it said to always bring repairs to him for free.  Wouldn't you opt to have the original jeweler fix it especially if it was free? That is just smart business.  Additionally, my husband and I purchased a relatively expensive necklace from R[redacted]. During negotiations, she wrote down and quoted us a price and then called us on our cell to let us know she had misquoted and the difference was several hundred dollars more. We still purchased it.  Again, human error, not perfect but a bit frustrating nonetheless. -I asked for a refund for repairs for both bracelets not for the battery for my watch.-How could I ever trust this jeweler to fix something again? It's ironic that R[redacted] told me that my bracelet I was able to salvage when it fell off my wrist could not be fixed and that it would keep breaking. I said, ok, well why didn't you tell me that when I brought it in for review and repair. If you were honest with me then, I would not have invested in having it repaired. Five mins after she said this, she then said we will fix it again at no cost. That is so strange to me because she just said they couldn't fix it, because it will keep breaking. Which is it?-I have supervised and led many marketing and sales teams, and there is a lack of proper customs relations at this business.  For ex., when the jeweler came out, he didn't even introduce himself. I was very courteous, introduced myself and calmly relayed the issue in specific detail. R[redacted] was insulting and contentious.-As owners of our own business that is far larger in scale than Dejaun Jewelers, you would never see our sales people having a private phone call in the back room re a disgruntled customer and not hearing the customer out, helping them, etc. The owner hears his salesperson's side of the story, issued no refund for non-repairs and then provided an account for the situation in which he wasn't even there. His allegations are false.I am livid at the poor customer service at this establishment.  The owner never contacted me not heard my side of the story.  Dejaun's salesperson is looking out for herself not the customer. Jewlery typically holds great sentimental value to its owners. My father who passed (6 years ago) gave me that bracelet and for them to speculate anything less is insulting and indicative of their character.I'm curious if there is an insurance policy as to repairs that are not properly made.  I would like at the very least, for a refund for my repairs.
Regards,
B[redacted]

In response to the Bracelet repair Complaint from our customer, we offer the following information.
We are very sorry that our customer has lost one of her bracelets. This is always a very emotional and upsetting situation.
In regard to the workmanship of the repairs, we remain confident that the loss of her bracelet was not due to the soldering that we provided on either side of her clasp, and we also stand by our soldering repair of the jump ring on the 2nd bracelet.
The 2nd bracelet that fell off of her wrist is proof that the repair job that we preformed was done properly, because the jump ring was still in tact. (Per her picture provided). This bracelet has now broken from the opposite end, not where we soldered a new jump ring to the clasp.
Yes, we are currently closing out our Westlake Village store location, but our Yelp page for the Westlake Store is still operable. We look forward to the opening of our newest store location in Canoga Park very soon.
Also, the store hours for the Westlake Village Location are different from the Thousand Oaks and Sherman Oaks locations. The hours for the Westlake Store have been and still remain as closed on Sunday and Monday. (Please see attached hours listing for the Westlake Location).
Yelp can be great place to express a feeling or emotional about an experience from a business transaction, but Sadly the majority of reviews online are from the negative experiences, and not from all of the wonderful, happy and content experiences that people have had.
Our Store Privacy Policy is to address customer service issues on the phone in the backroom, as to provide customer/consumer privacy. We do not address customer issues in front of other customers,
But, in order to negotiate this matter in good faith, we will offer to refund this customer $55.00 plus tax, the cost of the (2) bracelet repairs.
As I stated before, we will not be responsible for the loss of her bracelet, and we still stand by our repair work on both bracelets.
However, in order to move forward, we will offer the refund of $55.00 plus tax in order to close this matter.
If this is acceptable to the customer, she can contact us to let us know her decision to settle. Upon acceptance of this offer, this dispute will be considered closed, and a signature will be accepted from her that no further action will be taken in regard to this matter.
Please fill free to contact me with any further questions.
Respectfully,
J[redacted]
Vice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10715845, and would like for the refund to be sent to me at 2[redacted] court, westlake village ca 91361 or via PayPal to b[redacted]@salonrepublic.com. I will consider this case resolved once I have received payment.
Regards,
B[redacted]

In response to the Bracelet repair Complaint from our customer B[redacted],...

we offer the following information.
B[redacted] dropped off on June 3, 2015 (2) 14K y/g bracelets for repair. One was a charm bracelet and the other was a Figaro style chain bracelet. She also brought in a watch that needed a battery change.
The charm bracelet was in need of soldering in two areas (which is gold added to strengthen the areas) on both sides of the clasp.
The Figaro style chain bracelet was in need of a new jump ring, (which is a loop that connects the bracelet to the clasp.) Since the jump ring was missing on the bracelet.
The two bracelet repairs were performed in our Westlake Village Location, by our expert on site jeweler, G[redacted]. In which, he has been with us for 15 plus years, and has a stellar reputation in his field.
R[redacted] the Store Manager called B[redacted] on June 6, 2015 to let her know that the repairs had been completed and were ready for pick up.
R[redacted] called again a couple of times to remind B[redacted] that her repairs were ready for pick up. B[redacted] arrived on July 6, 2015 to pick up the repairs, and M[redacted] assisted B[redacted] with putting the bracelets on. She paid $75,00 for the repair of the 2 bracelets and the watch battery,
On Friday, July 10, 2015 B[redacted] called R[redacted] to explain to her that she had lost the charm bracelet. R[redacted] said that she would talk to the jeweler about it on Tuesday, July 14th when he was back in the store, and would get back to her in regard to the situation.
Before R[redacted] had a chance to even talk to G[redacted] about the repair, B[redacted] came into the store on Tuesday, July 14th in an irate disposition, and demanding service immediately even though there were other customers in the store being attended too. On this day, she mentioned that her Figaro Chain bracelet had fallen off as well.
When G[redacted] examined the Figaro chain bracelet, he found that it had broken again, but this time in a different place. The new jump ring was still in place, but now the bracelet needed soldering to repair a break in the link chain. A different repair to what Dejaun performed previously, The new repair work was not related to the previous repair. (See attached picture).
R[redacted] offered to accommodate the new repair, but B[redacted] would not listen to her. She kept interrupting R[redacted] when she was trying to help her, and started to demand that she wanted $300.00 to replace her lost bracelet, and wanted a FULL REFUND of the (3) repairs that were performed. She proceeded to use foul language in front of the other customers and told them that Dejaun was a terrible Jewelry store, and to not shop here. She left the store, and then wrote derogatory comments about Dejaun Jewelers on YELP, which she has now removed.
Truthfully, both bracelets are on the older side, so additional breaks can be common, and are part of normal wear and tear as the piece is worn. Especially, when a customer wears a piece of jewelry 24 hours a day, 7 days a week, like B[redacted] mentioned that she does. This type of wear is extremely hard on jewelry, and it is not recommended to wear jewelry during sleep, shower, etc. Gold during everyday wear, as well as other metals, can stretch, tweek and break under pressure.
B[redacted] also sent an email to our customer service department stating that she was requesting that we make her a brand new bracelet to replace her lost bracelet, and that she would bring in her mother's bracelet so that we could make her one just like it, and that she also wanted the return of her $75,00 repair charge.
She claims that the charm bracelet had sentimental value attached to it. Which surprised us, since she waited 30 days to pick it up, when it was ready so much earlier.
In fact, B[redacted] has no proof that she lost the bracelet due to our soldering repair job of the bracelet. The bracelet may have had a different issue, just like the Figaro bracelet does. She may have caught the bracelets on something that caused the breaks. We don't know how rough she wears her jewelry after she leaves the shop. She has brought several pieces of jewelry in for repair over the years. Some pieces she repairs and others she decides not too, due to the cost estimate.
As for blaming M[redacted] for putting the bracelets on her wrist incorrectly, she left with them on her wrist, and she did not lose the charm bracelet for days after she left, and the Figaro bracelet broke in a different place,
so that has nothing to do with how the bracelet was placed on her wrist.
Dejaun Jewelers has been in business for over 30 years, and has a very reputable track record.
We tried to work with B[redacted] on the repair of her Figaro Bracelet, but she did not want to work with us. Not sure where the $750.00 amount comes from now as stated in her dispute with Revdex.com.
As for the Charm bracelet, we do not feel responsible for the loss of the bracelet, since we performed the repair work that she authorized, and she left with her jewelry fixed. Also, we do not owe her a refund of the
repair charge of $75.00 since we performed the repair work.
 
Please fill free to contact me with any further questions.
 
Respectfully,
J[redacted]
Vice President
Dejaun Jewelers

Review: This is an unethical jewelery store. I brought in two bracelets to be fixed. One bracelet was the last item of jewelery my Father had given to me before he died. I picked them up on a Tuesday. The owner's son put the bracelets on my arm and I did not take them off. By Friday (the same week as picking up), my charm bracelet that held the most sentimental value had fallen off my wrist as it was no longer there, and then on Saturday I heard something drop at my desk and looked down to see the OTHER bracelet had fallen off. I had already contacted the salesperson R[redacted] when the first bracelet fell off and she said that their jeweler never makes mistakes and perhaps the owner's son didn't put the bracelet on right. She said she would ask the owner's son if he didn't put the bracelet on properly. Really? I highly doubt that even if he did put it on, he would say, yes, you know what I put on over $700 worth of jewelery on the customer's arm wrong.After the second bracelet fell off, I went in to explain how upset I was that not just one, but BOTH of the bracelets broke and fell off my arm within days of picking them up from Dejaun Jewelers. R[redacted], the salesperson was completely defensive with me, did not listen, interrupted, made rude contentious facial expressions and took no action to empathize with the customer or make me feel better about their lack of service. She looked at the one bracelet and said well, it's broken in a different place than when you brought it in. Well, if they were like a normal jewelers, they would have a picture of the item to show me how it looked previously. She then said, this is an old bracelet and it's going to continue to break. Ok, then why didn't you tell me that before charging me to fix it. Additionally, I find it ironic that BOTH bracelets fell off within days of picking them up from "repair". She never addressed the point I was making. She said they would fix it again, and then she contradicted herself and said that you can't tell if the braDesired Settlement: Replacement and refund. My mother has the same charm bracelet so they can use that to determine the replacement.

Business

Response:

In response to the Bracelet repair Complaint from our customer B[redacted], we offer the following information.B[redacted] dropped off on June 3, 2015 (2) 14K y/g bracelets for repair. One was a charm bracelet and the other was a Figaro style chain bracelet. She also brought in a watch that needed a battery change.The charm bracelet was in need of soldering in two areas (which is gold added to strengthen the areas) on both sides of the clasp.The Figaro style chain bracelet was in need of a new jump ring, (which is a loop that connects the bracelet to the clasp.) Since the jump ring was missing on the bracelet.The two bracelet repairs were performed in our Westlake Village Location, by our expert on site jeweler, G[redacted]. In which, he has been with us for 15 plus years, and has a stellar reputation in his field.R[redacted] the Store Manager called B[redacted] on June 6, 2015 to let her know that the repairs had been completed and were ready for pick up.R[redacted] called again a couple of times to remind B[redacted] that her repairs were ready for pick up. B[redacted] arrived on July 6, 2015 to pick up the repairs, and M[redacted] assisted B[redacted] with putting the bracelets on. She paid $75,00 for the repair of the 2 bracelets and the watch battery,On Friday, July 10, 2015 B[redacted] called R[redacted] to explain to her that she had lost the charm bracelet. R[redacted] said that she would talk to the jeweler about it on Tuesday, July 14th when he was back in the store, and would get back to her in regard to the situation.Before R[redacted] had a chance to even talk to G[redacted] about the repair, B[redacted] came into the store on Tuesday, July 14th in an irate disposition, and demanding service immediately even though there were other customers in the store being attended too. On this day, she mentioned that her Figaro Chain bracelet had fallen off as well.When G[redacted] examined the Figaro chain bracelet, he found that it had broken again, but this time in a different place. The new jump ring was still in place, but now the bracelet needed soldering to repair a break in the link chain. A different repair to what Dejaun performed previously, The new repair work was not related to the previous repair. (See attached picture).R[redacted] offered to accommodate the new repair, but B[redacted] would not listen to her. She kept interrupting R[redacted] when she was trying to help her, and started to demand that she wanted $300.00 to replace her lost bracelet, and wanted a FULL REFUND of the (3) repairs that were performed. She proceeded to use foul language in front of the other customers and told them that Dejaun was a terrible Jewelry store, and to not shop here. She left the store, and then wrote derogatory comments about Dejaun Jewelers on YELP, which she has now removed.Truthfully, both bracelets are on the older side, so additional breaks can be common, and are part of normal wear and tear as the piece is worn. Especially, when a customer wears a piece of jewelry 24 hours a day, 7 days a week, like B[redacted] mentioned that she does. This type of wear is extremely hard on jewelry, and it is not recommended to wear jewelry during sleep, shower, etc. Gold during everyday wear, as well as other metals, can stretch, tweek and break under pressure.B[redacted] also sent an email to our customer service department stating that she was requesting that we make her a brand new bracelet to replace her lost bracelet, and that she would bring in her mother's bracelet so that we could make her one just like it, and that she also wanted the return of her $75,00 repair charge.She claims that the charm bracelet had sentimental value attached to it. Which surprised us, since she waited 30 days to pick it up, when it was ready so much earlier.In fact, B[redacted] has no proof that she lost the bracelet due to our soldering repair job of the bracelet. The bracelet may have had a different issue, just like the Figaro bracelet does. She may have caught the bracelets on something that caused the breaks. We don't know how rough she wears her jewelry after she leaves the shop. She has brought several pieces of jewelry in for repair over the years. Some pieces she repairs and others she decides not too, due to the cost estimate.As for blaming M[redacted] for putting the bracelets on her wrist incorrectly, she left with them on her wrist, and she did not lose the charm bracelet for days after she left, and the Figaro bracelet broke in a different place,so that has nothing to do with how the bracelet was placed on her wrist.Dejaun Jewelers has been in business for over 30 years, and has a very reputable track record.We tried to work with B[redacted] on the repair of her Figaro Bracelet, but she did not want to work with us. Not sure where the $750.00 amount comes from now as stated in her dispute with Revdex.com.As for the Charm bracelet, we do not feel responsible for the loss of the bracelet, since we performed the repair work that she authorized, and she left with her jewelry fixed. Also, we do not owe her a refund of therepair charge of $75.00 since we performed the repair work. Please fill free to contact me with any further questions. Respectfully, J[redacted] Vice President Dejaun Jewelers

Consumer

Response:

Review: 10715845

I am rejecting this response because: This company is not being honest. My yelp review was not removed by me. Dejaun Jewelers is closing their business in Westlake Village. It looks as if the Yelp page for that location was removed. Yelp is an avenue for customers to place their reviews, negative or positive. There is nothing wrong with this. I will continue to update my Yelp reviews on Dejaun's different location pages so other customers do not have a similar experience. The President of the company never contacted me directly. He was not in the store when I was there. He is relaying information that is false from his salesperson, R[redacted]. Please note the Company's poor Yelp reviews on their Thousand Oaks location site. I will be reposting my Yelp review as well.