Fred Meyer Jewelers Inc

Complaint: [redacted]I am rejecting this response because: I just contacted the number listed in the response and the representative said he was unaware of any agreement made on our account. He stated he did not have any confirmation that the Revdex.com was contacted nor was he able to tell me what the "agreement" is.
 
Sincerely,[redacted]

Revdex.com:It was at Fred Meyer 1400 west chinden boulevard meridian Idaho 83646Sincerely, [redacted]

January 26, 2017[redacted]Re: [redacted] SSB complaint-[redacted], Fred Meyer Jewelers credit card account ending- [redacted]
Dear Mr. [redacted],
This letter is in response to the above referenced complaint wi.th the Revdex.com regarding your Fred MeyerJewelers credit card...

account issued by TO Bank, N.A. TD Bank appreciates the opportunity to assistwith this matter.You expressed concerns regarding interest charged to the above account. Our records indicate thatyou made a purchase in the amount of $2,116.06 on August 25, 2016. The purchase was made on NoInterest if paid in full in 12 month promotional offer. The signed store receipts stipulated the termsof the offer, including that interest would be charged from the date of purchase at the standard APRof 28.99% if the original amount and applicable fees and charges were not paid in full in 12 months.Additionally, a billing statement was sent to you each month stating the due date the balance mustbe paid in full.The promotional financing offer expiration date shown on every statement sent from September2015 to August 2016 was September 4, 2016. Unfortunately, an outstanding balance of 941.46remained on your account as of September 4, 2016. Because the balance was not paid in full by thepromotional plan due date, the account was charged the accrued interest in the amount of $464.16.Based upon our review, these charges are valid.Nevertheless, as a courtesy, we have credited your account' for $242 plus $54 of total late feescharged following the October 2016 billing period. The credit amounts were reflected on theNovember and December 2016 billing statements. We appreciate the opportunity to assist with yourconcerns. If you have any further questions, please contact our customer service at [redacted].Sincerely,Customer Service LeadTD Bank N.A.

Complaint: [redacted]I am rejecting this response because:
The day of purchasing the band through your store you took both the diamond and ring to to be set by your jeweler fully knowing it was clarity enhanced. After your jeweler looked over the diamond Fred Meyer (your store) was the one who called me back and said that you wouldn't be able to set it due to the nature of the diamond. Your store location further educated me on clarity enhanced diamonds and why you would not be able to set it in the setting I purchased from your store. Knowing this I asked to return the band so I could find a store that would do such a setting. I was then convinced not to return the $1100 band and insurance that I purchased because if I was able to find someone to set it then you would still honor the insurance on the band. Turns out that I did find someone to set the stone in your setting. At the first 6 month checkup I informed you again of the clarity enhancement but was quickly reminded of the diligent records that Fred Meyer kept.
 
So.. How Fred Meyer can say that they were not informed of the enhancement when your store location was the one to educate me further on my diamond is beyond me. 
Sincerely,[redacted]

Thank you for contacting us. We apologize for the frustrating situation as we had to work through technical issues we had on 06/08/15 with the website. The technical issue resulted in inaccurate watch pricing and inventory levels on our website.In researching the order you refer to in your mote...

#[redacted], we see three additional orders for you placed on 06/08/15 with a combined total unity quantity of 67 watches, which is why your order was cancelled.In addition please refer to our Terms and Conditions 3.2 for the "as available" conditions.3. DISCLAIMERS 3.1 ACCESS TO THIS SITE IS PROVIDED, FREE OF CHARGE, ON AN "AS IS", "AS AVAILABLE" BASIS AND FREDMEYERJEWELERS.COM EXPRESSLY DISCLAIMS ALL WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. 3.2 FredMeyerJewelers.com disclaims all responsibility for any loss, injury, claim, liability, or damage of any kind resulting from, arising out of, or in any way related to (a) any errors in or omissions from this Site, including but not limited to technical inaccuracies and typographical errors, (b) any third party websites or content therein directly or indirectly accessed through links in this Site, including but not limited to any errors in or omissions therefrom, (c) the unavailability of this Site or any portion thereof, (d) your use of this Site, or (e) your use of any equipment or software in connection with this Site.Again, we apologize for the inconvenience.

Thank
you for contacting our Fred Meyer Jewelers / Littman Jewelers Corporate offices
regarding your experience with merchandise purchased in one of our many store
locations.   We are grateful for good Customers who let us know of their
concern and give us an opportunity to correct a...

situation that should not
exist.
In Order to
give your e-mail personal attention, it has been forwarded on to one of our
Regional Supervisors. Since their offices have the day to day responsibility
for the operation of the location you are working with, they will want to contact
you from their location.
Thank you
again, for taking the time to contact us and you can be assured that we will
make every effort to eliminate the recurrence of consumer dissatisfaction such
as yours.

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. Sincerely, [redacted]

This concern has been addressed. The vendor has shipped the merchandise on 07/18 and the store manager reached out to the customer.

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. Sincerely, [redacted]

We have been in touch with the Customer. The Vice President and Regional Sales Director are working to remedy this. Customer was scheduled to come in to pick up a new ring. The customer who received her ring will be coming in next week when she is back in town to return the ring. Customer has also...

received additional compensation.

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. Sincerely, [redacted]

Listed below are our responses.
 Complaint: [redacted]Unfortunately, I have to vehemently reject this response for several reasons:1.) FMJ responded to my request with what equates to a form letter. It fails to respond to any of the specific details of my complaint, and it ignores each of the desired settlement options that I would accept to remedy the situation. This email is similar to the verbiage I received from the company directly which failed to progress toward any resolution. I would appreciate if FMJ would respond in good faith and would treat me and my complaint with respect equal to that which I have treated them throughout this process, especially as a repeat customer.
 
Respectfully, our initial response remains unchanged today.
2.) FMJ’s classification of my experience as an “inconvenience” is entirely inappropriate. As I described in my original complaint, (a) I was made several promises from employees within the company that my order would be fulfilled, (b) they authorized two separate charges on my credit card that tied up funds on my account for almost two weeks, (c) they made numerous promises to contact me regarding the status of my order but failed to, and (d) most importantly, those unfulfilled promises ruined two important occasions for two of the most beloved people in my life. This does not include the value associated with my time, both interacting with FMJ directly and this complaint through Revdex.com – something that FMJ has apparently chosen not to value.
We are sorry you feel this way.
3.) Although I understand that “price mistakes” can happen, what I do not understand is how or why FMJ chose to honor some orders while mine was cancelled after three weeks of waiting. If this event was truly a pricing or inventory error, the company would have cancelled all orders. Instead, they chose to selectively honor others and not my own. Throughout my contact with FMJ, and again in their response on Revdex.com, they refused to answer why my order, and not others, was cancelled. I asked this question specifically to a customer service agent who did not know the answer. I also asked the woman I spoke to at the corporate office, and she told me that she chooses to not answer. This selective cancelling and refusal to disclose information causes one to wonder whether this was a deliberate act by FMJ. Such an act would seem to violate numerous state and federal laws that prohibit deceptive advertising.
 
As previously communicated, technical issues resulted in inaccurate pricing and inaccurate inventory.  Please refer to Section 3.2 within our Terms and Conditions posted online.
4.) If #3 was not bad enough, I recently came across a social media post showing that in addition to honoring some of the previous watch orders, FMJ also, as recently as last week, provided one-time-use coupon/promotional codes to certain individuals whose orders were cancelled. I was not extended such an offer from FMJ. I have attached the screenshot that this person posted online. It provides further evidence that FMJ chose to honor select orders even after what they are now calling a price mistake. This again calls into question the legality of this misleading advertising, which would amount to what many call a “bait-and-switch.”
We can only disclose information pertaining to your orders.
Again, I ask FMJ to reconsider the desired settlement that I outlined in my original complaint. I would be satisfied with any of the following outcomes: 1.) Fred Meyer Jewelers delivering my original order for the agreed upon price; 2.) Allow me to substitute the items in my order for other items of similar value; or 3.) Provide me with store credit. These outcomes would be equitable considering the situation, and I would be willing to further work with FMJ on a final resolution. I hope that FMJ is willing to now respond in good faith to my complaint, as I would prefer not to have to take the next steps in getting this situation resolved. Thank you.
 
You placed two orders online during this technical issue, [redacted] & [redacted].  The order # of [redacted] was fulfilled by us and shipment was received by you.  The other order, [redacted] was cancelled due to inaccurate inventory.  We are unable to offer any further settlement options for your second order.
 
We apologize for any inconvenience.  All refunds are processed for the one order cancelled.

We connected with the Authorized Repair Department, they shared that your request from 05/10 specified that we mail the shipping label to you. This was completed last week. Please let us know if you haven't received the shipping label.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Please, find my response below: Dear Fred Meyer Jewelers, Thank you for your willingness to address and fix our problem. Please, see the information you requested found below:Name of Purchaser: [redacted]Contact Phone Number: [redacted] (this is the number the engagement and wedding ring were purchased under, and which I believe is used to look the purchase up in your system)                                    [redacted] (please, use this number if you would like to contact us by phone - my name is [redacted])Mall Name: Lakeside Mall                 Store Number 00735                 14600 Lakeside Circle                 Sterling Heights, MI 48313Store Phone Number: 586-247-3610 Summary of problem: We already provided this in our original complaint, but here is another summary:My husband purchased an engagement ring at Fred Meyers on August 13, 2013, that came as a set with the wedding ring. However, we decided we were going to purchase the wedding ring right before our wedding to avoid it getting lost. On the day my husband purchased the engagement ring though, he also purchased the Lifetime Care Plan with the engagement ring, which he was told by the sales associate would cover both the engagement ring and wedding ring because they are a set. We ended up purchasing our wedding ring I believe sometime around January 2015. Before purchasing the wedding ring, we always brought my engagement ring in for regular dipping and inspections. After purchasing the wedding ring, we also would bring the wedding ring and engagement ring in for regular inspections. Never once were we told that we must retain the receipt every time we brought the rings in for an inspection.About 1 1/2 months ago one of the diamonds on my wedding ring fell off. Currently, we reside in Massachusetts where there is no Fred Meyer Jewelers close by. So, my husband decided to fly to Michigan the following week to visit his family and get my wedding ring fixed under the Lifetime Care Plan we purchased. My husband went to the same Fred Meyer Jewelry store he purchased the rings at, where they refused to take my wedding ring to get it fixed saying that in order for them to cover such damages we need to provide them with the receipts to prove that we were bringing the rings in for regular inspections and dipping. This was the most ridiculous thing we heard as nobody had ever mentioned this to us. In addition, this also didn't make sense because we purchased the LIFETIME Care Plan, expecting that such damages would be covered, at a minimum.  We also told the store they should be able to pull this information up in their system because every time I had to get the ring dipped they had to ship the ring out and it would come back after about 1 week. This means that it had to be in their system or else how could they track where my rings were! They refused to help us and said if we cannot bring the receipts in we would pay about $400 out of pocket to fix the damage. We refuse to pay any additional money on top of the thousands we already paid for the rings, especially that we BOUGHT the LIFETIME Care plan expecting that these damages would be covered. Furthermore, the ring is barely 2 years old, and having a diamond fall off like that is unheard of. These rings are supposed to last a lifetime, and I know people who have had rings for 10 years and such things never happened. So, for this to happen after not even 2 years is very sad to say the least. All we are asking is for Fred Meyer to fix my ring as they had promised to do under the LIFETIME Care Plan. Please, feel free to contact us with any additional questions or concerns. Sincerely, [redacted]

The Regional connected with the Customer. Customer will be coming into the store this week and meeting with Manager to address this issue. New paperwork will be made up for Customer in addition to Care Plans being added for the Customer.  This issue has been addrssed.

This information was forwarded to the Regional Sales Director who is researching the concern and will be in contact with the Customer.

Regional connected with Mr. [redacted] on 6/8/17. Listened to his side and explained our various care plans. This purchase...

was made in 2002 and with our old Value Service Plan attached to it,  a 3 year non-renewable agreement. Regional explained that we switched to the Lifetime Care Plan many years later in 2009. Customer understood this and the reasoning for why we cannot offer the Lifetime Care Plan. Regional arranged for a store visit to have the ring inspected and a discounted estimate will be given for the repair work. Customer was pleased.

Thank you for contacting us, your complaint is under review and will be forwarded to the approproate Regional Sales Director to address.?

Complaint: [redacted]I am rejecting this response because: 2 things. First, I actually haven't received or heard that the company has 100% confirmed that the other women actually has my wedding ring. And 2nd, Their note says I have received compensation, but I was told I have to wait until I have my ring back before compensation would happen. It has however been discussed.Sincerely,[redacted]

Mr. [redacted]'s account is financed by TD Retail Card Services. Due to third party privacy laws we (Fred Meyer Jewelers) do not have access to account information, nor do we have the power or authority to alter the financial agreement between Mr. [redacted] and TD.  Any future communication should...

be made directly with a TD representative by calling 866.731.9735.