Thank you for the opportunity to respond. Ms. [redacted] and her fiancé Mr. [redacted] went into our store location on 3/26/2016. At that time they received their new ring, warranty and a gift card for compensation. Should Ms. [redacted] and Mr. [redacted] have any additional questions they may contact our...
Good Afternoon,We would like to clarify the initial calls were made to [redacted]the service plan company. When there isan issue in their call center we are not made aware of the issues due to beinga third party company. However as statedto Ms. [redacted] we have notified the service plan company and they haveaddressed the complaint with the necessary departments. Once our company recieved Ms. [redacted]’scomplaints via email and social media we made contact with her immediately, inattempt to resolve this issue. [redacted] our Customer Service Supervisorspoke directly to Ms. [redacted] and informed her that she does not have to sendher ring to the service plan company repair center and the ring can be maileddirectly to our Corporate Office for an expedited repair. When a guest has moved and does not live in an area where wehave a store it is mandatory they send it through the repair center howeverwe were able to make this exception in order to ensuresure Ms. [redacted] was taken care of immediately. Due to the situation being handled out of normalpolicy [redacted] did not attach a form to the in email, in human error and weapologize this occurred (see below email response below). We apologize that Ms. [redacted] does not feel confident ourCorporate Customer Service Department can assist her in getting her ringrepaired. Would Ms. [redacted] prefer to handle thisvia service plan company [redacted]? Wewill be happy to put her in contact with a representative outside of the callcenter that will handle her case directly? We will not move forward until further notice. EmailCorrespondences: There is no need for an RA# , that form isused for another service plan where that information is needed, writingattention ATTN: [redacted] in that space will be sufficient. Thanks![redacted] From:[redacted] [mailto:[redacted].[redacted]@gmail.com]Sent: Tuesday, August 11, 2015 5:09 PMTo: [redacted]Subject: Re: UPS Label Delivery, [redacted] [redacted] Thanks [redacted]. It says I need an repair authorizationnumber on the form. Please provide this. I am sure you understandmy frustration calling the customer service lines to get information. Ivery much appreciate your help with getting this problem resolved in areasonable way. Take care-Dr. [redacted] On Tue, Aug 11, 2015 at 8:38 AM, [redacted] wrote:Yes I apologize I did not attach the form to fill out.. Seeattached information and fill out the second sheet of the packet. Due toissues please write at the top of the page ATTN: [redacted], this will notify themto contact me when it arrives. Disregard the paperwork request on the first page (this form isused for another type of service plan) I only need the second sheet inorder to repair the ring to you request! Thank you and have a great day! Thankyou! [redacted]Customer Service DepartmentAndrewsJewelersRogersJewelersSamuelsJewelersSamuelsDiamondsSchubachJew...⇄
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you so much for allowing us to respond to Mrs. [redacted]. I have had the pleasure of speaking to her and feel that we have resolved her concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for allowing us to respond to Ms. [redacted]’scomplaint. We have reviewed Ms. [redacted]’spurchase history and found the purchase she was speaking of on 5/18/14 of $129.59this purchase was in fact rung as a repair labor charge however due to thestore closure no other research can be done...
to inquire about the specifics ofthe repair labor charge. After further review,the $129.59 is not concurrent with the cost of a 3-year Service Plan. The serviceplan purchase price for sku 101685469 would have been $159.99 (tax not included) that isapproximately $39.00 more than the $129. 59 purchase in question.There is not a clause in the 3-year service plan stating a3-Year Service plan could be “grandfathered” into a Lifetime Service Plan. We offer all of our Guests to upgrade to alifetime service plan if their 3- year service plan has expired however withall of our service plans there are cost involved. If any Guest would like to purchase a Lifetime Service Plan afterthe 30 days of expiration it is a requirement by the service plan company to havethe ring brought back into “like new condition”. Our offer will still stand and as a sign ofgood faith to put the $129.59 towards the new service plan leaving a balance $80.40in addition we will be happy to provide a 50 % discount of the repairs should anyneed to be made to the ring.As a company we feel this is a reasonable solution andshould Ms. [redacted] want to take advantage of this offer she will need to contactour Customer Service Department by September 1, 2015. We can be reached at [redacted] 8am-5pm(CST). Thank you for your time and we look forward to hearing fromMs. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond to Mr. [redacted], at this time we have reached out to Mr. [redacted] via email and have offered him a Lifetime Warranty. If Mr. [redacted] accepts the offer I feel that will resolve the concern and issue at hand. Should Mr. [redacted] have any further questions or concerns...
Complaint: [redacted]
I am rejecting this response because:The General Manager from Samuels said I couldn't return the ring. There is nothing he can do about it. I'm just not going to ever buy from them EVER again. Thank you for your time.
Regards,
[redacted]
Thank you for the opportunity to respond to Mr. [redacted] concerns. Upon receiving the complaint our customer service department reached out to Mr. [redacted] on his desired resolution. We will continue to stay in communication with Mr. [redacted] until his concerns are fully resolved. Should Mr. [redacted]...
wish to contact us directly, he may do so by contacting our customer service department at [redacted] Thank you very much.
Complaint: [redacted]
I am rejecting this response because:I've attempted to contact Samuels corporate leaving messages and never received a call back from them or the store? This issue still is not resolved. They still have our jewelry and have not attempted to provide a solution. I have a provided them a fire report and don't understand why this is so difficult? Can you assist? I feel as though we are being taken advantage of... Do I need to get a lawyer? Please advise.Thank you, [redacted] Regards,
[redacted]
Thank you for allowing us to reply to Ms. [redacted]. Please allow us to apologize on behalf of our entire company for the unsatisfactory service you received in our store. We strive every day to provide the best service possible and are disappointed when our guests have received less than...
expected. We would like to speak to you directly regarding your experience and encourage you to contact our customer service department at [redacted] Monday through Friday, 9:00am to 5:00pm CST.
Ms. [redacted], We appreciate you bringing this to our attention and we take great care to ensure that important matters such as this are reviewed immediately. I understand you have been in contact with the District Manager for the area and have agreed to continue to resolve the issue...
in January. Should you have any further concerns we strongly encourage feedback by contacting our customer service department at 1-[redacted] Monday through Friday, 8:00am to 5:00pm CST.
Thank you for the opportunity to respond to Ms. [redacted]'s complaint. We apologize for the treatment Ms. [redacted] received in our store location. We want Ms. [redacted] to be happy with her purchase therefore we would like to offer Ms. [redacted] a full refund. Should she choose to accept this offer...
she may contact our customer service department at 877-726-8357.
response because:I am not happy with this purchase at all,I appreciate the extended time and my wife and I will be in as soon as possible to resolve this matter,I asked that my money be returned to my credit card but evidently I have to exchange it for some different kind of jewelry that we will settle for. Why can I not just get my money refunded back to my card, or the jewelry repaired properly? The sales lady even said it was a poor design, but nobody said that when I was making the purchase.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]5, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond. Ms. [redacted] and her fiancé Mr. [redacted] went into our store location on 3/26/2016. At that time they received their new ring, warranty and a gift card for compensation. Should Ms. [redacted] and Mr. [redacted] have any additional questions they may contact our...
customer service department at 877-726-8357.
Good Afternoon,We would like to clarify the initial calls were made to [redacted]the service plan company. When there isan issue in their call center we are not made aware of the issues due to beinga third party company. However as statedto Ms. [redacted] we have notified the service plan company and they haveaddressed the complaint with the necessary departments. Once our company recieved Ms. [redacted]’scomplaints via email and social media we made contact with her immediately, inattempt to resolve this issue. [redacted] our Customer Service Supervisorspoke directly to Ms. [redacted] and informed her that she does not have to sendher ring to the service plan company repair center and the ring can be maileddirectly to our Corporate Office for an expedited repair. When a guest has moved and does not live in an area where wehave a store it is mandatory they send it through the repair center howeverwe were able to make this exception in order to ensuresure Ms. [redacted] was taken care of immediately. Due to the situation being handled out of normalpolicy [redacted] did not attach a form to the in email, in human error and weapologize this occurred (see below email response below). We apologize that Ms. [redacted] does not feel confident ourCorporate Customer Service Department can assist her in getting her ringrepaired. Would Ms. [redacted] prefer to handle thisvia service plan company [redacted]? Wewill be happy to put her in contact with a representative outside of the callcenter that will handle her case directly? We will not move forward until further notice. EmailCorrespondences: There is no need for an RA# , that form isused for another service plan where that information is needed, writingattention ATTN: [redacted] in that space will be sufficient. Thanks![redacted] From:[redacted] [mailto:[redacted].[redacted]@gmail.com]Sent: Tuesday, August 11, 2015 5:09 PMTo: [redacted]Subject: Re: UPS Label Delivery, [redacted] [redacted] Thanks [redacted]. It says I need an repair authorizationnumber on the form. Please provide this. I am sure you understandmy frustration calling the customer service lines to get information. Ivery much appreciate your help with getting this problem resolved in areasonable way. Take care-Dr. [redacted] On Tue, Aug 11, 2015 at 8:38 AM, [redacted] wrote:Yes I apologize I did not attach the form to fill out.. Seeattached information and fill out the second sheet of the packet. Due toissues please write at the top of the page ATTN: [redacted], this will notify themto contact me when it arrives. Disregard the paperwork request on the first page (this form isused for another type of service plan) I only need the second sheet inorder to repair the ring to you request! Thank you and have a great day! Thankyou! [redacted]Customer Service DepartmentAndrewsJewelersRogersJewelersSamuelsJewelersSamuelsDiamondsSchubachJew...⇄
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you so much for allowing us to respond to Mrs. [redacted]. I have had the pleasure of speaking to her and feel that we have resolved her concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for allowing us to respond to Ms. [redacted]’scomplaint. We have reviewed Ms. [redacted]’spurchase history and found the purchase she was speaking of on 5/18/14 of $129.59this purchase was in fact rung as a repair labor charge however due to thestore closure no other research can be done...
to inquire about the specifics ofthe repair labor charge. After further review,the $129.59 is not concurrent with the cost of a 3-year Service Plan. The serviceplan purchase price for sku 101685469 would have been $159.99 (tax not included) that isapproximately $39.00 more than the $129. 59 purchase in question.There is not a clause in the 3-year service plan stating a3-Year Service plan could be “grandfathered” into a Lifetime Service Plan. We offer all of our Guests to upgrade to alifetime service plan if their 3- year service plan has expired however withall of our service plans there are cost involved. If any Guest would like to purchase a Lifetime Service Plan afterthe 30 days of expiration it is a requirement by the service plan company to havethe ring brought back into “like new condition”. Our offer will still stand and as a sign ofgood faith to put the $129.59 towards the new service plan leaving a balance $80.40in addition we will be happy to provide a 50 % discount of the repairs should anyneed to be made to the ring.As a company we feel this is a reasonable solution andshould Ms. [redacted] want to take advantage of this offer she will need to contactour Customer Service Department by September 1, 2015. We can be reached at [redacted] 8am-5pm(CST). Thank you for your time and we look forward to hearing fromMs. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond to Mr. [redacted], at this time we have reached out to Mr. [redacted] via email and have offered him a Lifetime Warranty. If Mr. [redacted] accepts the offer I feel that will resolve the concern and issue at hand. Should Mr. [redacted] have any further questions or concerns...
please have him contact us at [redacted]
Complaint: [redacted]
I am rejecting this response because:The General Manager from Samuels said I couldn't return the ring. There is nothing he can do about it. I'm just not going to ever buy from them EVER again. Thank you for your time.
Regards,
[redacted]
Thank you for the opportunity to respond to Mr. [redacted] concerns. Upon receiving the complaint our customer service department reached out to Mr. [redacted] on his desired resolution. We will continue to stay in communication with Mr. [redacted] until his concerns are fully resolved. Should Mr. [redacted]...
wish to contact us directly, he may do so by contacting our customer service department at [redacted] Thank you very much.
Complaint: [redacted]
I am rejecting this response because:I've attempted to contact Samuels corporate leaving messages and never received a call back from them or the store? This issue still is not resolved. They still have our jewelry and have not attempted to provide a solution. I have a provided them a fire report and don't understand why this is so difficult? Can you assist? I feel as though we are being taken advantage of... Do I need to get a lawyer? Please advise.Thank you, [redacted] Regards,
[redacted]
Ms. [redacted], It was a pleasure speaking with you. I am so sorry to see you go but at promised will get your refund to you asap.
I sincerely apologize for the delay in response. I am pleased to learn that this issue has since been resolved.
Thank you for allowing us to reply to Ms. [redacted]. Please allow us to apologize on behalf of our entire company for the unsatisfactory service you received in our store. We strive every day to provide the best service possible and are disappointed when our guests have received less than...
expected. We would like to speak to you directly regarding your experience and encourage you to contact our customer service department at [redacted] Monday through Friday, 9:00am to 5:00pm CST.
Ms. [redacted], We appreciate you bringing this to our attention and we take great care to ensure that important matters such as this are reviewed immediately. I understand you have been in contact with the District Manager for the area and have agreed to continue to resolve the issue...
in January. Should you have any further concerns we strongly encourage feedback by contacting our customer service department at 1-[redacted] Monday through Friday, 8:00am to 5:00pm CST.
Thank you for the opportunity to respond to Ms. [redacted]'s complaint. We apologize for the treatment Ms. [redacted] received in our store location. We want Ms. [redacted] to be happy with her purchase therefore we would like to offer Ms. [redacted] a full refund. Should she choose to accept this offer...
she may contact our customer service department at 877-726-8357.
Complaint: [redacted]
I am rejecting this...
response because:I am not happy with this purchase at all,I appreciate the extended time and my wife and I will be in as soon as possible to resolve this matter,I asked that my money be returned to my credit card but evidently I have to exchange it for some different kind of jewelry that we will settle for. Why can I not just get my money refunded back to my card, or the jewelry repaired properly? The sales lady even said it was a poor design, but nobody said that when I was making the purchase.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]5, and find that this resolution is satisfactory to me.
Regards,
[redacted]