Guzzetta & Company Fine Jewelers

Review: My fiance bought a stock ring (unaltered) and was not warned of return policy. I returned the ring, yet we were not refunded.

My fiance bought a ring on Thursday, Sept 26th. I didn't like it. I made a special trip to the store, missed hourly wages, and spent $60 on gas to be there first thing on Monday, Sept 30th. Their website advertised they were open at 10 AM on Mondays. When I got there, a sign was on the door stating "summer hours", in which they are closed on Mondays. I called the owner, Nick Guzzeta, on Oct 4th to figure out a time for us to come into the store together to look at different options, and asked if it would be ok to return the ring. He said he had difficulty looking up the order on the spot and would call me back. He never did. We came into the store together on 10/8, but failed to find a ring we both liked. At this point, Nick informed us he "would do what he needed to do to make things right". We found a ring at a competitor and purchased it. On the morning of Oct 9, I went in to return the ring. He tried convincing me to keep the ring and how much he liked it. I explained I didn't like it, and politely asked for a refund. It was a stock ring, unaltered. He again tried to get me to take the ring with me, but I explained we didn't want it, to take it back and just issue us the store credit. I said this was a cheap move, as I had spent nearly $4500 there just six months prior. He just pointed to the receipt and refused to issue a refund. When I purchased the engagement ring six months earlier at their sister location in Roseville, I made a special order for a customized ring. When I was paying, the salesman specifically pointed out that when he places the order that I couldn't have a refund. When my fiance purchased this stock ring from the case, no mention of the lack of return policy was mentioned. Hard to believe that a stock ring is unreturnable!

In sum analysis, they have the ring (completely unaltered) and they have my money. I would like our money back.Desired Settlement: $2441.00

Business

Response:

Initial Business Response

I would like to take this opportunity to respond to the allegations made by [redacted].

On September 26th [redacted] came into our Howe Avenue store and purchased a ring, at which time she was told that we would no longer carry that particular setting in stock and because of this she was given a special discounted price. She repeatedly told our salesperson, "I love this ring!" She then stated that she needed to speak to her fiancé and stepped outside to call him. She spoke to him at length, approximately twenty minutes, and came back into the store and proceeded to purchase the ring.

A few days later I received a telephone call from [redacted] and he indicated his fiancée [redacted] had purchased a ring and that they would like to come in a see what other rings we might have for him and what other options we had for [redacted]'s ring.

I attempted to look up the sales transaction on our system, but due to the fact that the sale was entered under [redacted] not [redacted] or [redacted] I was unable to locate it at that particular time. I informed Mr. [redacted] that I would need to research further and I would get back to him. He then said that he would be traveling from the bay area to Sacramento and wanted to know if I would be willing to stay open late. I told him I would be happy to accommodate him if he would let me know which day. He said he would do that but failed to let me know when he would be in.

Mr. [redacted] and his fiancée [redacted] came in to the store on October 8th. [redacted] told me many times how much she loved the ring and she stated this in front of Mr. [redacted] Mr. [redacted] stated he did not like the ring and asked her to step outside to speak to her about it. He came back in and said that they would return in the morning to consider other rings. I let him know that, as always, Guzzetta & Company would try our best to make things right for our customer.

Our return policy is clearly stated on the sales receipt which was given to Ms. [redacted] the day she purchased the ring. This policy, which is also posted in the store, states that we do not issue refunds and that returns, in the form of even exchanges, are permitted as long as the return takes place within thirty days of purchase.

Ms. [redacted] was the person that purchased the ring and as I mentioned she told us many times that she was happy with her purchase.

I would be very happy to work with the couple to find rings that they could both agree on and enjoy. Mr. [redacted] was given store credit and is welcome to use this credit at any time.

Guzzetta & Company Fine Jewelers has long been known as a family run, community minded business and we have always taken pride in delivering superior products and services to our customers.

I truly feel that Mr. [redacted] is being unreasonable and I am unsure of what more I can offer him, other than a cash refund, which goes against store policy.

Review: Took a family heirloom ring to Guzzetta & Co to have gold added to the prongs. I spoke to a young salesman and Mr. [redacted]. I explained that the ring was very special and didn't want anything changed- simply wanted gold added to secure the [redacted] in place. I asked that the ring not be buffed as it has a matte gold nugget finish. I was quoted a price and advised it would be no problem to add cold without having to alter anything on the ring.I picked the ring up and noticed that day that a couple of the [redacted] were not seated as they were previously. The [redacted] are crooked- one side up higher so you can see under the stone which was not possible before Guzzetta worked on the ring. I took the ring to [redacted] Jewelers on my way home to be checked out as they made the ring custom for my Grandfather. They advised me that the repairs were botched. I was advised the gold that was added was full of porosity and would not add any strength to the setting as the air bubbles weaken the gold. I took to the ring to a second jeweler ([redacted] in Roseville) and their jeweler was on site- he stated exactly the same information as [redacted] Jewelers stated. Botched repairs- horrible porosity- prongs now must be rebuilt. The jeweler at [redacted] stated the repairs were done by an inexperienced person and it was quite possible the stones moved as a result.When I advised Guzzetta & Co of the issues the only solution that was offered was sanding/filing the prongs down. This was not acceptable as it essentially erases what I paid them to do and I am back at square one with [redacted] that aren't secure. They advised me there was no way that the [redacted] could have moved and that they had nothing else to offer. They were not helpful, apologetic or even cordial. I was advised I would need to speak to [redacted] Guzzetta-- as he was out of town they said to come back. I returned approximately a week later and [redacted] was not in the store. I asked for him to call- he hasn't.Desired Settlement: Additional Complaint info: I returned to the store two additional times and [redacted] was not in. I was told he expected me on another day- I travel and am not able to cater to Mr. [redacted]'s schedule. I have left my information 4xRefund of $160.00 for repairs that botched.Agreement to pay full cost of rebuilding the prongs they damaged by a reputable jeweler. (I am not willing for them to do the work at this point. I was given an estimate of $35 per prong @ [redacted]

Business

Response:

To Whom It May Concern:

I am writing in response to a

complaint which was submitted on 04/13/14 ID # [redacted] that was lodged against Guzzetta

& Co Fine Jewelers.

Our customer, Mr. [redacted], lodged a complaint saying that he was disappointed with the work

that was done on a ring that Mr. [redacted] brought into our store.

Mr. [redacted] brought an

heirloom ring to our store to have gold added to the prongs on the ring in

order to secure the diamonds more firmly in place. He specifically asked that the ring not be

buffed as it has a matte finish. We

heeded Mr. [redacted]’s request and did not buff the ring. Mr. [redacted] stated in his complaint that

after we added the gold to the prongs he felt that the diamonds had been moved

and were not seated correctly. We did

not raise the diamond or move them in any way.

The ring badly needed cleaning as there were lotion and other materials

under and around the stones and after an extensive sonic soak and steam

cleaning it was possible to see under the diamonds, as that is the way they

were originally set in the ring. It is

possible that Mr. [redacted] had not been able to see under the stones in the

past and naturally assumed that they had been moved.

Mr. [redacted] also stated

that he sought the opinion of other jewelers and was told that the repairs were

botched. He states that he was told the

gold that was added by us was full of porosity and would not add any strength

to the setting. The jeweler that we have

on site has informed us that he normally uses what is known as 14 carat hard

gold for his repairs where as others may not.

He also informed me that there had been previous repairs done to the

ring in which they may have used a different type or quality of gold and that

we would have no way of knowing exactly what that was. Mr. [redacted] also states that one of the

other jewelers told him the person making the repairs at our store was

inexperienced. Our jeweler has over 20

years of experience and handles hundreds of repairs monthly.

Mr. [redacted] called the

store and asked to meet with Mr. Guzzetta and he was told that at that time Mr.

Guzzetta was out of the country and would be happy to see him when he

returned. Mr. [redacted] made an

appointment to see Mr. Guzzetta and was not able to keep this appointment. There have been attempts to meet and see what

can be done to rectify the situation; however, due to conflicting schedules,

they have not been able to connect with each other

Mr. Guzzetta has scheduled an

appointment with Mr. [redacted] for Saturday, May 10th @ 11:00 and we

are confident that we will be able to come to a mutual agreement that will

result in the customer satisfaction that Guzzetta & Co. Fine Jewelers

always has and will continue to provide.