Hamric and Sheridan Jewelers, Inc.

Review: The jeweler is requesting that I make final payment for work that was done to my rings and will not address my issues with the work done. He claims that he will not fix the issues , which he admitted were issues, unless I pay him first. I do not feel that I should pay for work that was done incorrectly and I am unsatisfied with. Here are my complaints on the work done.1.There was a diamond missing from my wedding band. The jeweler replaced the diamond. The diamond put into the ring is sunken in and does not line up with the other diamonds and the band is damaged from where the new diamond was placed. I do not like how it looks and I do not feel that it is the best that can be done. 2.I asked to have my engagement ring and the attached wrap cleaned. The groves in the wrap that needed to be cleaned are now cut out more than they were when I left the rings with the jeweler to be worked on and the ring is not cleaned.Desired Settlement: I would like the jeweler to write off the balance of my account because I will be taking the jewelery to another jeweler to be fixed. I do not feel comfortable leaving it with him again should he say he will fix it.

Business

Response:

It is best that we start in the beginning with this customer. She originally brought her three separate repairs in on 4 Dec. 2013 (we keep a log as to what was brought in and actions required). I remember her telling me that she had taken her rings to some other jeweler in town and she was not happy with them because after checking her rings, a diamond had come out and she was unsatisfied with the cleaning that her rings had gotten and she would not be going back to them. So after agreeing that we would take care of her repairs, she then ask if she could make several payments over the next months, to which I agreed. The repairs were completed and she picked up her repairs and signed a balance due receipt of $103.00 on the 12th of Dec. 2014. At the time of pickup she was very happy to get her rings back and absolutely no negative comment or dissatisfaction was made in any way. We agreed to her paying the balance off in two more payments and out the door she went. Well, no payment was received in Jan. 2014 , so I called on 2/4/14 and got her home address for billing and said to please make a payment and would now be sending a bill to her home. ( I always make a note of when I call especially when billing is involved). I received no payments in February with no communication. Billed again in March and again no payment with no communication on her part . I left messages on 3/21 and 3/25 ( I have both her cell and her work#), I finally got her on 3/26 and she said that she would come in on the 27th to make a payment , but alas a no show and I might add that no comment was made of her dissatisfaction of the repairs. So, she called on 4/2/14 and said that she would be in the middle of the month to take care of things. She came in on the 14th of April , the first time I have seen her since picking up her repairs and dropped a bomb shell on me that she was not satisfied with her repairs. My first response was the fact that it is now April the 14th , some 4 months later since she originally picked up her repairs and not only have I not received any additional payments but I have never heard one peep from her dissatisfaction on her ring repairs. Her response was that she thought that I would be upset with her complaining of the job we had done. I assured her that was not the case and my issue was her lack of communication and payments over the last few months. I asked to inspect the channel set band in question telling her also that at this point I do not remember original wear or overall condition that the band was in back in December. Yes there is some unevenness right at the end of the channel where the diamond is set but I can tell you that this is often the case when an area of the channel has to be refinished especially from wear. I told her that we could, at no additional charge, try to smooth this area out if possible but I would only do this if the balance was first paid in full. I might add that there was no , no additional comment made concerning other rings that she mentioned in her complaint. At this point she said that she did not have her check book and would come back 4/15 with a check. But alas a no show on 4/15 and after calling her on the 16th and getting put on hold for 9 minutes she finally said she would call me back later, then I received [redacted]'s lovely call from the Revdex.com and now I understand everything. I hope you understand my predicament and I stand by what I have told the customer. I would be glad to see if we can possibly improve the area of the band that she is unsatisfied with but will not write off the balance due to us by this customer. Our outstanding reputation has always been based on our customer relations.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I refuse to pay for something that is not done accurately and for something that has damaged my rings (which may not have a huge monetary value but they have significant sentimental value). When I first picked up the rings I did not notice the issue. Then several days later I noticed the damage and how odd the diamond looked in the setting. At that time I should have called and addressed the issue, however, I was afraid that the jeweler would be mad about me for complaining and would not fix them. I am not the type of person to face a conflict head on and I should have in this case but I tired to accept the issues instead. I couldn't accept it and I did not know of any other option to rectify the situation. After speaking with the jeweler I knew that he only wanted payment and that there was no guarantee he could fix it (the business told me they do not know if they can fix it, at all). At my wits end, I asked co-workers what my options were. They advised me about the Revdex.com and that a complaint could be handled through them. I am having my rings looked at by another business, the business in which the rings were purchased from, and they have no problem fixing the rings to my liking. Because the rings do not have a warranty anymore, I will be paying out of pocket to have the rings repaired again. I feel that by paying the balance on my account I am accepting the rings as is and I am honestly scared to take my rings back to this businesses. I fear they will damage them more, possibly out of spite for complaining to them then and now for filing this claim with the Revdex.com. I would like the balance written off with this business and I will have the rings repaired at the original place of purchase.

Regards,