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Goff Refrigeration Co, Inc.

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Reviews Goff Refrigeration Co, Inc.

Goff Refrigeration Co, Inc. Reviews (1)

Initial Business Response /* (1000, 8, 2014/05/21) */
Dear [redacted];
This letter is in reference to complaint #[redacted]. The opportunity to respond to the complainant's grievances is appreciated. The details of the complaint are inventive and one-sided at best. Responding to such a...

complaint required much thought as my hopes for a fair resolution are overshadowed by my frustration at the complainant's recounts of occurrences and her comments on business review websites. Nevertheless, a response to such a complaint is only fitting to add balance to the whole picture.
First and foremost, it is not by grace alone that I have been in this business for well over two decades. I could not have reached this point in my career if I did not have much more than a basic competence for customer service. Relationships are important to me and I have depended on a steady clientele base with a high rate of returning customers over the years. That, however, is just one side of the success that is Pacific Diamond and Swiss Watch Exchange. Pacific Diamond and Swiss Watch Exchange is only able to provide the quality and service that we provide because of the relationships that we have maintained with our customers, vendors, and employees. The longevity of these relationships have been forged through trust and solidified with handshakes. Our customers, employees, and vendors are the "trifecta" that comprise Pacific Diamond and Swiss Watch Exchange. This is something that I take extremely seriously. It is not often that I invoke our right to refuse service, but sometimes, in order to maintain the harmony of our business, it is necessary.
I affirm that taking care of relationships is what provides for a well rounded and successful life. Working hard, treating people well, and building friendships is what we are about. In such an imperfect world with no chance of a 100% success rate, I need to believe that mistakes can be remedied in reasonable ways. Experience, however, has taught me that there is a time to walk away.
The complainant is under the impression that she was mistreated because of the fact that she did not purchase a diamond from us and that I misinformed her of the diamond. This is not accurate. It is impossible to both misinform and provide a copy of a gemological certificate. The information is there in black and white. Facts cannot be argued. The complainant reported to us that she remained interested in purchasing the diamond, but was awaiting her boyfriend. If she were forthright, she would have said that she was taking the copy of the certificate around town and garnering second opinions from multiple jewelers. A conflict of interest comes into play there, but I will not go into that. This would have also been fine, but I would have strongly insisted that she take back her deposit so that I could then return the diamond to our vendor who actually had a customer for it. On more than one occasion, she reiterated to us that she did not want her deposit back and said to please continue the hold on the diamond and reemphasized the fact that she was in wait of her boyfriend. To the chagrin of our long-time vendor and friend, I did not return the diamond upon request and it will be a while before that relationship is built again. I held on to this diamond for her for two months (she specifically requested a cushion cut diamond which is what we brought in)and tried to return her deposit on more than one occasion, but gave in to her pleas to hold on to the diamond. This, though, is part of business and I often need to finagle with vendors to offer our customers solid deals. I am taking this response as an opportunity to reveal the intricacies of this business and illustrate in just one example how we go above and beyond for our customers. Not buying the diamond is neither here nor there. It is okay. We make and lose sales all the time--big sales, small sales, average sales. I have never closed off a relationship with a customer because he/she/they decided to buy elsewhere.
The following two statements are facts:
1) A purchase/trade was transacted with the complainant (who was then a customer).
2) A separate repair transaction was completed and, in the process, a pendant was damaged.
Claiming that she was mistreated because she did not make a big purchase with us is perception and can be argued. I can appreciate perception, but not when it is, in my own perception and opinion, based on mere suspicion. I am alright with the complainant not purchasing her diamond with us. It happens. The purchase/trade transaction, however, was a sales agreement and all sales are final. To cater to the complainant (again, who was then a customer) we agreed to take the pendant and see what we could do to make it more comfortable for her free of charge. The pendant was taken in as a repair, having no bearing on the original trade/purchase agreement. We attempted to right the accident of the damaged pendant with diamonds that were of higher quality than the original pendant. This was done, again, in recompense for the damaged repair. I also feel compelled to comment on the complainant's comment about [redacted]. Although [redacted] does not specialize in jewelry, they do sell jewelry of various metals and gemstones. I will never bad mouth any business no matter how big or how small especially since some people fancy shopping for their goods, including jewelry, from [redacted]. Rest assured, though, that this particular pendant cannot be found in [redacted] and statements such as "He left me with a pendant I could have purchased at [redacted]!!!!" is offensive to those who fancy shopping at [redacted] because of the negative connotation but also an opinion that can be refuted by the solid fact that the pendant is not from [redacted].
Moving forward, If this pendant continues to not be agreeable to the complainant, the proposed resolution on our end would be to take back the undesired pendant and replace it with a different pendant of comparable value to the original pendant. To follow through with our proposed resolution, we would welcome the complainant into Pacific Diamond and Swiss Watch Exchange. However, if the complainant follows through in filing suit, we will continue to reserve the right to refuse service and will defend ourselves in a court of law.
Again, I thank you immensely for the opportunity to respond.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To [redacted]:
Below is what I posted on [redacted] and I thought this would sum up my experience with [redacted]. I did not invent what happened and it is not one sided. I was a customer looking for a yellow diamond. [redacted] brought in some for me to look at but the one that I was interested in was a loose diamond intense yellow VVS1. Most of the others were in settings so couldn't see the actual shape and color. I thought it was nice but was concerned that it did not look like a 2 carat and I kept saying that, but he never explained about the cut only saying it was a 2 carat. As a jeweler he should be stating the facts about what he is selling and since not everyone is knowledgable about the measurements regarding the cut and how it affects the looks. I did go to other shops to see what they had and showed them the copy of the stone I was interested in with [redacted]. They all told me the cut was heavy in the bottom and that is why it looked small and it was not very good if I was looking for a 2 carat that looks like a 2 carat from the top not the bottom weight of the stone. I did leave a deposit as [redacted] asked for him to hold on to the stone till he needed to return it , but we both made an agreement if I changed my mind I could get my deposit back. Also, I did not let him hold on to the stone until it caused a problem for his vendor. I decided I did not want the stone and wanted to get the deposit back and look elsewhere to buy it from someone who would be able to educate me about the stone I was buying. [redacted] called me and not me calling [redacted] or going to his shop to tell me he had more stones and come and take a look. He wanted my business not the reverse. He showed me the same things nothing new. [redacted] knew I wasn't really excited about the diamonds he showed me. He knew I would ask others for their opinion and for 18,000 I did want to make sure I was getting something I liked. I did not ask [redacted] to hold on to the diamond and he told me when he had to return it so I let him know by the deadline that I was not interested in it. That is not the issue to this complaint however, but the trade I did for my earrings for a pendant in his store. I just wanted you to really understand the experience I had and the major trust issue with [redacted]. The pendant I traded my earrings for did not sit properly and [redacted] said he would fix it, but it was broken by his jeweler and fixed not my satisfaction and did not look the same. This is the issue and I want my earrings back or a settlement. He agreed to settle with a jeweler who was acting as a mediator for [redacted] and myself, but he put conditions such as I had to take off the [redacted] posting. I have the right to post on social media my experience and righting the wrong shouldn't be contingent on me doing what [redacted] wants in order for him to right a wrong. He broke my necklace and made another one that was not to my satisfaction as it was not the same as the original. That is the issue. I asked for my earrings back and he apparently sold it. So I want a reasonable settlement and he can have his pendant back and I do not ever want to do business again with someone who yells and acts like a bouncer in a nightclub versus a salesperson/owner of a jewelry store. I do not want to go back to settle this in his store cause he yelled at me to get out of his store when I tried to tell the girl who was helping me first the pendant did not look the same. You cannot settle anything if someone is yelling at the top of his lungs to get out, GET OUT... That is how the last conversation ended. Ask the girl who was there, but she probably won't say anything for fear of losing her job.
Below is my [redacted] posting, so please read it as I wrote this when everything was fresh in my mind:
I don't want to go in to details of what happened at this store, because I don't want to waste my time thinking about my terrible experience with the owner [redacted] there. However, to spare others from having an experience with someone who basically has NO integrity, honesty and absolutely NO class I decided to right this review.
The owner, who is [redacted] tried to sell me a diamond, but would not explain the cut of the stone even when I questioned him over and over. I was trying to buy a 2 carat yellow diamond and there was one that he said he brought in that had a nice color, but didn't look at all like a 2 carat. I kept saying it doesn't look like a 2 carat. [redacted] insisted it was a 2, which technically it was, but the cut was bad and most of the weight was at the bottom which made it look small. He never explained about the cut, but just kept pushing how that diamond was a great deal and I should get it. He avoided explaining the cut to me. I asked for a copy of the GIA certificate and took it to 3 other jewelers and they all told me it was a bad cut with a 2 carat weight, but the look of a 1.25 and that the price quote was not a deal and I shouldn't buy it. When I asked [redacted] if he could show me other 2 carats to compare he would show me stones in a ring that I could not compare the size at all.
I just did not like the fact that he would never explain the measurements on the GIA certificate and only insisted it was a good deal. Never explaining the cut
I decided I did not want to buy the diamond from [redacted], but I did unfortunately make a trade on my diamond earrings for a diamond pendant with him which was a big mistake. I knew I was losing out on the trade, but I decided to do it, because the earrings were uncomfortable for me. However the pendant when I wore it kept flipping over to the back all the time and I kept having to flip it back to the front. I took it back to [redacted] to see if he could do something. He said he would fix it, but later they told me it fell apart when they fixed it and they had to remake it. I really don't know how it fell apart, but [redacted] one of the employee there said I could have 780 in credit or have it remade. I told her let me think about it and I would get back to her. I was thinking of buying a yellow diamond pendant she showed me previously which would have cost more instead of them remaking my pendant again. Later I got a call from [redacted] saying they remade the pendant and I should come and pick it up. I told [redacted] I thought you gave me a choice to have it fixed or give me store credit. She said [redacted] said to remake it and that is all she could say. I told her don't offer an option if you are not going to honor it. When I went to pick up the pendant it was definitely lackluster and was a downgrade from the original pendant in it's look. I took it and went back to my car and looked at it again and was so disappointed at what it looked like compared to the original, especially how they mounted the diamonds back. I went back in the store and told the salesgirl to have [redacted] call me since she was the one that helped me. [redacted] appeared from his back desk and came up to me and said how could he have me never come in to his store again and that I was crazy and he wanted me out. He was yelling at me to get out and I told him fine just give me back the earrings and I would give him back the pendant and that I didn't need to be spoken to that way. He just said get out, get out and I can see him in court. I think he lessened the gold used on the pendant for cost purpose and since I didn't buy the 2 carat diamond from him he didn't care how the pendant turned out.
I have bought jewelry from [redacted] on Oahu and also at the Trade show that comes to Hawaii 3 times a year. I have never met anyone like [redacted]. He is so nice when he thinks he can make a sale from you, but I saw the true [redacted] when I was not satisfied with what he did.
I will never recommend him to anyone and I will contact Action Line, Consumer Protection and the Revdex.com to see if I can get back my earrings. My earrings were around 1,500 with quite a few diamonds and I purchased them from the trade show and now the pendant I got back looks like something I could have purchased at [redacted].
By the way, I did get my diamond from [redacted] jewelry at Ala Moana and [redacted] who was very professional, courteous and patient, never pushed me to buy anything, but tried to educate me on the diamonds he showed me. They were loose diamonds so I could see all the differences in the cut, color, clarity and carat weight to make a good decision.
I'm glad my gut instinct saved me from buying the diamond from [redacted]. That would have been a nightmare and a total disaster having to deal with an unprofessional and rude person such as [redacted]! If you are in the customer service business [redacted] l suggest you learn what that means.
Please let me know what further information you need and I will provide whatever I can to assist you with helping me get back my earring or a fair settlement.
Thank you,
[redacted]

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