Diamond Hut Jewelers

It is our goal to provide excellent customer service We strive to satisfy all of our customers and have been in business since According to our records, the customer put an item on layaway back in September of and has not made any payments since the original
payment Layaways require that payments be made weekly or biweekly When a customer commits to a layaway they are required to make regular payments on time, as per the store layaway policy Furthermore, this was a special order for a custom-made item.The requested result is not as a result of anything that Diamond Hut has done, but is as a result of the customer's financial situation We are sorry to hear about the customer's financial situation and wish them only the best Nonetheless, we have spoken with the manager and as a courtesy and in full and final settlement, the customer may select another non-branded jewelry item in the store for the amount he has paid. He does not have to select something for the original price of the layaway. We left a message with the customer on April 28, and spoke to the customer on April 29, The customer has not come in as of yet.In any case, the customer would have to do so within the next fifteen (15) days since this is already a very old transaction and since no payments have been made since September of and also need the customer to bring in his original receipts (which were previously requested and the customer did not produce). Again, This is being done only in good faith and in the essence of trying to further accommodate a customer. We would also request that the customer call the manager and make an appointment before he visits the store so as to avoid any further issues and make sure everything is resolved to the customer's satisfaction. Please contact us if you have any additional questionsWe aim to satisfy all of our customers and are agreeing to the customer's requested resolutionThank you for your consideration and attention to this matter

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Review: . I put a ring that converts to a bracelet on layaway with the promise that they will size it to fit me. It is an expandable ring that was too big, so even if they made it smaller, it does not lock itself to just one size, so there really is no risk to not be able to sell it if I changed my mind. Plus, I know they have a no refund policy which I agreed to since they promised to fix the ring/bracelet to fit me. However, there were problems the first time I came back to check on the ring to make a payment. I was being rudely given so many excuses as to why the correct ring was not in yet, and when I complained and asked for my money back since I am not getting the product I originally signed for, I was told that I cannot get the money but should consider looking into other jewelry of the same price. When I said I only want what I originally agreed to put on lay away where I was also told that it would be resized for me, I was blamed and accused of many things -- like, I wasnt paying on time, I disappeared, etc. All these were issues that I discussed with them back then, but of course now, its going to be their word against mine. Regardless, the last time I came back, I offered to pay the whole amount left as long as they size it to fit me and I even agreed to wait again as long as they put it in writing that I will get a product that will finally work for me. The lady manager suspiciously did not want to put that in writing and would not even let me take a photograph of the ring or the original receipt.She even claimed I only made one payment! and told me that other customers bought the ring and left it bigger so long as the bracelet version fitted them! I told her I am not like those customers and that I did not want a product that was not going to function as advertised! Anyway, I was with a friend who advised me to just ask for my money back since she felt suspicious that they were not guaranteeing anything in writing. Then the female manager was being being contrary about something so I told her that my friend, who was with me at the time heard her say something else, the woman sarcastically said "She (my friend) will agree to whatever you want her to say!" She said this in front of my friend! This rudeness was appalling! Another guy who supposedly runs the place was hiding behind the counter all the time this was happening and no one made me feel any better as a customer in this place. There's more to this story of course and it would take a very long posting to explain everything that had transpired. One can always argue that there's always two sides to a story, true, but -- whatever their issues with me as a customer would be -- the bottom line is that the product they want me to buy is something that I cannot use because it is too big and there is no excuse to force that on any customer. My latest request for a guarantee to fix the ring/bracelet in writing was rudely denied even though they promised to do this at the time I put it on layaway. Written on the original receipt was my ring size and even though I pointed that to them, they still insisted that it was all my fault and that the ring will never work like I requested. I told her that if they told me this instead of misleading me in the first place, I would never had put the ring on layaway, that just does not make any sense, considering the size I want was obviously and previously noted. What kind of business would force people to buy things that won't fit them? Too many excuses and no customer service skills present at the Diamond Hut Jewelry store at Newport Mall in Jersey City. I still want my money back now more than ever due to this horrible incident and though I really wanted that ring, I would not want to buy anything from this store.Desired Settlement: I just want my money back and would not want to talk to anymore rude sales people from the store.

Business

Response:

It is our goal to provide excellent customer service. We disagree and dispute the customers version of this transaction and it is incorrect. We will not resort to personal attacks in response to the customer's comments, but it is unfair that the customer says all these mean things. We strive to satisfy all of our customers and have been in business since 1975.

According to our records, the customer put an item on layaway back in March of 2012. Layaways require that payments be made weekly or biweekly. This was not done and the customer did not make another payment until some time in August of 2012. At that time, the customer would have lost her deposit because of the time that had elapsed between payments, but as an accomodation we allowed the customer to maintain the layaway. Then again the customer made no payments for many months until December 2012 when she was told that this was the last time an accomodation and if she did not make timely layaway payments, the item would be returned to stock and she would lose her deposits. When a customer commits to a layaway they are required to make payments on time, as per the store layaway policy.

We are now in October 2013 almost 1 year and 10 months since the original transaction and the customer now seeks a return of her deposit. Unfortunately, because almost two years have passed we cannot offer a refund and it is completely unreasonable to desire a refund after almost two years have passed. The customer is aware and acknowledges the fact that she is aware that there are no refunds.

As a last accomodation, we told the customer that if she wants to cancel her layaway, while she would normally lose her deposit and payments, we would allow her to use her deposits towards another purchase as long as it was within the same price as her layaway which is $2500. Again at this point, the customer is not entitled to any credit or refund since two accomodations were made. There are no cancellations on layaways.

In order to resolve the dispute, we have spoken with the manager and as a courtesy and in full and final settlement, the customer may select another non-branded jewelry item in the store for the $400 she has paid. Shes does not have to select something for the original price of the layaway. We actually tried calling the customer to offer such a resolution but the phone number we have on file in not working.

In any case, the customer would have to do so within the next thirty (30) days and also bring in her original receipts (which were previously requested and the customer failed to produce). Again, the customer is not entitled to any refund and at this point really forfeits the moneys paid because she did not comply with the requirements of the layaway. This is being done only in good faith and in the essence of trying to further accomodate a customer. We would also request that the customer call the manager and make an appointment before she visits the store so as to avoid any further issues and make sure everything is resolved.

Please contact us if you have any additional questions. We aim to satisfy all of our customers. Thank you for your consideration and attention to this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have returned to the store twice and asked to pay the full balance as long as the product has been sized correctly. Twice the product was not the right one and I was told initially when I bought it that it would be fixed. I knew that it was a complicated procedure but they assured me that it can be done and that's why I went with it. I seriously wanted the ring. So, the bottom line, regardless of the both our issues, WHERE IS THE PRODUCT that was supposedly fixed for me? I never saw it, they told me they were getting it fixed in India. I wanted it, I will pay for it, but it had to be resized.

They have very rude customers and they certainly hurt my feelings as a customer. I was with my friend at the time when their manager condescendingly talked to me. I have a witness who heard everything she said. I have receipts I can bring it to them, I have bank records of paying and sure, I may not have paid a lot, but I've paid an amount that shows I am seriously going to buy the product. I just wanted to make sure it fit my hand and worked the way the design was supposed to work.

So where is that product? The only reason I put it on layaway was because they said they can fix it, so I wanted to see it first before I make any more payments. Twice I went to the store to explain that and twice I was told they were going to get it fixed in India.

By now, their treatment of me as a customer turned me off the store. They have accused me of a lot of things but, really, all I wanted was to purchase a ring that they claimed can be adjusted but was let down and treated like I couldnt pay for it. Their letter showed a lot of faults in my complaints but there is no mention of their commitment to resize and deliver the ring. I offered to pay the rest of the money as long as they give me the right product. did they ever show me the right ring? Never.

Regards,

Business

Response:

We are sorry that the customer is unhappy and are really doing our best to accomodate her. We always want our customers to be happy with our products and services. However, due to the amount of time that has elapsed, we are not in a position to offer a refund since it now more than 1 1/2 years from the date of the transaction.

Initially, the customer would have lost her deposit for failing to make timely payments and that would be it. We then made an accomodation and said okay, we will make an exception and not have the customer lose her deposit. We then offered to allow the customer to exchange the item for another item in the same price range (approx. $2500). This was also rejected. Finally, we have offered to allow her to use the $400 she has paid to select another jewelry item in the store. This has also now been rejected.

It seems that all the customer wants is a refund, which we are not in a position to give after putting an item on layaway, pursuant to terms of the layaway with which the customer did not comply. We have made every reasonable effort to accomodate this customer and do our best to service this customer by offering her a store credit, including being flexible with a policy in which she would otherwise lose the money she has paid. We are not in a position to give a refund one year and half after the item was put aside for the customer.

Please let us know if we can be of any further assistance, again we are doing are best the can and strive for excellent customer service.

Review: we placed wedding bands on layaway,and since then our finances have changed. I requested a refund of our deposit and was denied.ithen tried to purchase goods of the value of our deposit and was denied again. I was informed I could only purchase something of equal value to our original layaway. If I could afford that I could afford the original layaway item.Desired Settlement: allow me to purchase something of equal value of my original deposit

Business

Response:

It is our goal to provide excellent customer service. We strive to satisfy all of our customers and have been in business since 1975. According to our records, the customer put an item on layaway back in September of 2014 and has not made any payments since the original payment. Layaways require that payments be made weekly or biweekly. When a customer commits to a layaway they are required to make regular payments on time, as per the store layaway policy. Furthermore, this was a special order for a custom-made item.The requested result is not as a result of anything that Diamond Hut has done, but is as a result of the customer's financial situation. We are sorry to hear about the customer's financial situation and wish them only the best. Nonetheless, we have spoken with the manager and as a courtesy and in full and final settlement, the customer may select another non-branded jewelry item in the store for the amount he has paid. He does not have to select something for the original price of the layaway. We left a message with the customer on April 28, 2015 and spoke to the customer on April 29, 2015. The customer has not come in as of yet.In any case, the customer would have to do so within the next fifteen (15) days since this is already a very old transaction and since no payments have been made since September of 2014 and also need the customer to bring in his original receipts (which were previously requested and the customer did not produce). Again, This is being done only in good faith and in the essence of trying to further accommodate a customer. We would also request that the customer call the manager and make an appointment before he visits the store so as to avoid any further issues and make sure everything is resolved to the customer's satisfaction. Please contact us if you have any additional questions. We aim to satisfy all of our customers and are agreeing to the customer's requested resolution. Thank you for your consideration and attention to this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.