Complaint: [redacted] Dear Ms [redacted] I hereby confirm the receipt of the response from MrsH [redacted] however that is not accepted as a suitable solutionMy wife and I have been more than courteous in allowing MrsH [redacted] time to resolve the issue and refund the total amount in question as per her own requests to meI have the text messages (I am going to attach as many as possible for you to read but I apologize for not being able to attach every one of the messages) proving that MrsH [redacted] did indeed confirm a refundShe stated that she would do the initial refund of USD 2500, which I did receive, and that she needed time to get the remainder of the amount to me due to poor salesWe communicated multiple times and all of the sudden MrsH [redacted] stopped being responsiveThis is the time that I decided to go to H [redacted] Goldsmiths to find a resolutionIt is correct that I communicated with a new employeeAt no time did I initiate the conversation with the employee (Steve) since I asked to only see MrsH***After I gave him my phone number he actually called me and asked my wife and I to come back to the store and discuss the situation since he supposedly had communicated with MrsH***Steve the employee indicated that he had spoken with MrsH [redacted] who had confirmed the remaining balance that was owed to meSteve proceeded to ask me "to give him a USD number to get this resolved today"I refused since I knew that I had already received confirmation from MrsH [redacted] that the balance of USD would be refunded when she had the money availableThe fact is that MrsH [redacted] initiated the refund process by sending me USD of the total amount of USD I have been willing to work with MrsH [redacted] and give her time to refund the remainder of the amount as per her own requestsThis has now come to the point that it needs to be resolved and MrsH [redacted] is aware of the circumstances and the promises made in her text messagesThank you
Dear Mrs [redacted] ;You are so right; there are two sides to every story! First of all, [redacted] and her sister *** ASK my salesman Charles to clean their ringsWhile he was ringing up the sale of a $ring she was purchasing in my store they took all of their rings off and handed them to Charles [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined"As she told me, she has worn the yellow gold band for at least years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES"Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelryHe very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image of her yellow gold band {ignore the white ring with the large clear stone}After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their ringsThey put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loudThen she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as wellAt that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted] Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her onAs you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shapeWhatever Florentine finish was put on the ring years ago was undoubtedly very worn, especially since she was wearing another ring next to the bandAs any jeweler will tell you Florentine finishes need to be brought back up every 10-years--IT WEARS DOWN!! FYI [redacted] , your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted] 's $purchaseSince she has worn the ring for years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that doneI had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K [redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers
You are so right; there are two sides to every story! First of all, [redacted] and her sister *** ASK my salesman Charles to clean their ringsWhile he was ringing up the sale of a $ring she was purchasing in my store they took all of their rings off and handed them to Charles [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined"As she told me, she has worn the yellow gold band for at least years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES"Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelryHe very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image of her yellow gold band {ignore the white ring with the large clear stone}After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their ringsThey put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loudThen she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as wellAt that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted] Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her onAs you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shapeWhatever Florentine finish was put on the ring years ago was undoubtedly very worn, especially since she was wearing another ring next to the bandAs any jeweler will tell you Florentine finishes need to be brought back up every 10-years--IT WEARS DOWN!! FYI [redacted] , your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted] 's $purchaseSince she has worn the ring for years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that doneI had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K [redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers
Dear Mrs. [redacted] ;I was able to review the text messages that went back and forth between [redacted] and I dating from February 8th, 2016 through February 10th, 2016 as well as a text I sent to his wife, ***, on February 27, 2016 at 1:16 P.M. The following is an explanation of the text messages that are attached: the first one called "text 0" I sent to [redacted] on February 8th, 2016 at 8:02P.M.; as you can see I clearly laid out for him our return policy. The second text labeled "text 0 [redacted] " is [redacted] acknowledging the previous text, it is dated February 9th, 2016 at 8:31 P.M. The third text labeled "Text 0 [redacted] 2" is [redacted] giving me the address to send the pendant to, it is dated February 10, 2016 at 2:02 P.M. The fourth text is my response to his wife for demanding an immediate and full refund; as you can see she basically threatened me because she didn't want to acknowledge the refund/exchange policy that I had sent to [redacted] on February 8th, 2016. Unfortunately I have two more important text messages, one is an image of the pendant I sent to [redacted] to verify we were talking about the right pendant and the second one is his text to me acknowledging the fact that she can "exchange it" if she would like to, but your system will only let me send four attachments with this response. [redacted] and his wife [redacted] have been in the store previously; they purchased $584.00 worth of hand etched crystal in the fall of 2015 and some charms back in August of 2007. I have had the same no refund policy since my first day of bus***s back in May of 1970; it clearly states printed in red ink on the bottom of every invoice "No Refunds for Cash or on Credit Cards for Returns - In Store Credit Only". They received an invoice stating that when they received their crystal as well as when they received this 14K Yellow Gold Teton and Diamond pendant with the 24" 14K yellow gold box link chain. To claim ignorance and say that they didn't know this was my store policy is ludicrous; not only was it spelled out to [redacted] in a text but it was on all three invoices they have received. On March 4th of 2016 I did give them a $2500.00 credit on their American Express card because, number one I did value them as customers and, number two having a store credit of $5335.00 could take many years to fulfill. At this point the store credit they do have of $2674.00 could be easily taken care of in one piece of jewelry in my store. When [redacted] initially called me in February of 2016 he wanted to know about a Teton bracelet that [redacted] had seen in our show window; unfortunately we had sold that one and didn't have any in stock. At that point he got on our website and found the Teton Diamond pendant he picked out. So not only did he see and read about it on the website but I sent him a detail picture and description as well. [redacted] and his wife came into my store last November however, once again, I was out of town and they did not call ahead. They were extremely curt and rude to my employee Steve and sine he was fairly new to the job he had no idea what they were ranting and raving about. My suggestion, since ***'s wife hates the Teton jewelry so much, I have a beautiful pair of 14K gold Teton and diamond cuff links in the show case that I know [redacted] would like and they are $2800.00 {I'll even give him a deal to get this over with}; why doesn't he get himself a gift so this whole fiasco can be over with. They can threaten me and waste more time and money on "advisors, or attorneys" but I think I have enough proof on my end to warrant the fact that they have "In Store Credit".
Complaint: [redacted]
I am rejecting this response because:A) Carolyn H[redacted] never saw my ring prior to her employee putting it on the grinding wheel. She is in no position to state that the ring was "worn down". She is making a FALSE ASSUMPTION as she was "on vacation" and 1500 miles away when the event occurred. Her employee claimed the ring was "dirty" and he decided to polish it. I initially only gave him my solitaire diamond. He specifically asked for the band (which no one had ever asked to clean in 31 years). You don't polish a ring that has filigree work around the outside of it. If you do polish it on a jeweler's wheel, you will remove the filigree work. Any fool should know this. I was utterly horrified that an employee in a jewelry store would grind off my filigree work and yes, I broke down and cried at the sight of my ring being ground down to a smooth finish, when it had a brushed finish when I walked in the store. The employee put Carolyn on the phone with me where she proceeded to verbally abuse me and laugh at me (while I was crying). This only added insult to injury. What ever happened to customer service? There is none at Hines Goldsmith. B) I called Aly at American Diamond Exchange in New Haven and asked her if she spoke to Carolyn H[redacted] regarding repair of my ring. She said no. I said, could someone else have spoken to Carolyn? She said no, that she does the repairs and the call should have come to her. What to make of this discrepancy in Carolyn's story? Is she saying she called when she did not?C) Lee (a store employee) assured me that they would make this right. Clearly, Carolyn has no intention to do so. She has not returned our phone calls and she has not responded to our faxes. She is making no effort on behalf of her customer.D) I am going to take a photograph of my husband's ring (which was not polished/ground down by Hines Goldsmith) next to my ring which was ground down. It will be easy to see the difference. I will submit this very soon.E) My sister's name is not [redacted]. Another Carolyn error.
Sincerely,
[redacted]
Complaint: [redacted]
Dear Ms. [redacted]. I hereby confirm the receipt of the response from Mrs. H[redacted] however that is not accepted as a suitable solution. My wife and I have been more than courteous in allowing Mrs. H[redacted] time to resolve the issue and refund the total amount in question as per her own requests to me. I have the text messages (I am going to attach as many as possible for you to read but I apologize for not being able to attach every one of the messages) proving that Mrs. H[redacted] did indeed confirm a refund. She stated that she would do the initial refund of USD 2500, which I did receive, and that she needed time to get the remainder of the amount to me due to poor sales. We communicated multiple times and all of the sudden Mrs. H[redacted] stopped being responsive. This is the time that I decided to go to H[redacted] Goldsmiths to find a resolution. It is correct that I communicated with a new employee. At no time did I initiate the conversation with the employee (Steve) since I asked to only see Mrs. H[redacted]. After I gave him my phone number he actually called me and asked my wife and I to come back to the store and discuss the situation since he supposedly had communicated with Mrs. H[redacted]. Steve the employee indicated that he had spoken with Mrs. H[redacted] who had confirmed the remaining balance that was owed to me. Steve proceeded to ask me "to give him a USD number to get this resolved today". I refused since I knew that I had already received confirmation from Mrs. H[redacted] that the balance of USD 2835 would be refunded when she had the money available. The fact is that Mrs. H[redacted] initiated the refund process by sending me USD 2500 of the total amount of USD 5335.00. I have been willing to work with Mrs. H[redacted] and give her time to refund the remainder of the amount as per her own requests. This has now come to the point that it needs to be resolved and Mrs. H[redacted] is aware of the circumstances and the promises made in her text messages. Thank you.
Dear Mrs. [redacted];I was able to review the text messages that went back and forth between [redacted] and I dating from February 8th, 2016 through February 10th, 2016 as well as a text I sent to his wife, [redacted], on February 27, 2016 at 1:16 P.M. The following is an explanation of the text messages that are attached: the first one called "text 0" I sent to [redacted] on February 8th, 2016 at 8:02P.M.; as you can see I clearly laid out for him our return policy. The second text labeled "text 0 [redacted]" is [redacted] acknowledging the previous text, it is dated February 9th, 2016 at 8:31 P.M. The third text labeled "Text 0 [redacted] 2" is [redacted] giving me the address to send the pendant to, it is dated February 10, 2016 at 2:02 P.M. The fourth text is my response to his wife for demanding an immediate and full refund; as you can see she basically threatened me because she didn't want to acknowledge the refund/exchange policy that I had sent to [redacted] on February 8th, 2016. Unfortunately I have two more important text messages, one is an image of the pendant I sent to [redacted] to verify we were talking about the right pendant and the second one is his text to me acknowledging the fact that she can "exchange it" if she would like to, but your system will only let me send four attachments with this response. [redacted] and his wife [redacted] have been in the store previously; they purchased $584.00 worth of hand etched crystal in the fall of 2015 and some charms back in August of 2007. I have had the same no refund policy since my first day of bus[redacted]s back in May of 1970; it clearly states printed in red ink on the bottom of every invoice "No Refunds for Cash or on Credit Cards for Returns - In Store Credit Only". They received an invoice stating that when they received their crystal as well as when they received this 14K Yellow Gold Teton and Diamond pendant with the 24" 14K yellow gold box link chain. To claim ignorance and say that they didn't know this was my store policy is ludicrous; not only was it spelled out to [redacted] in a text but it was on all three invoices they have received. On March 4th of 2016 I did give them a $2500.00 credit on their American Express card because, number one I did value them as customers and, number two having a store credit of $5335.00 could take many years to fulfill. At this point the store credit they do have of $2674.00 could be easily taken care of in one piece of jewelry in my store. When [redacted] initially called me in February of 2016 he wanted to know about a Teton bracelet that [redacted] had seen in our show window; unfortunately we had sold that one and didn't have any in stock. At that point he got on our website and found the Teton Diamond pendant he picked out. So not only did he see and read about it on the website but I sent him a detail picture and description as well. [redacted] and his wife came into my store last November however, once again, I was out of town and they did not call ahead. They were extremely curt and rude to my employee Steve and sine he was fairly new to the job he had no idea what they were ranting and raving about. My suggestion, since [redacted]'s wife hates the Teton jewelry so much, I have a beautiful pair of 14K gold Teton and diamond cuff links in the show case that I know [redacted] would like and they are $2800.00 {I'll even give him a deal to get this over with}; why doesn't he get himself a gift so this whole fiasco can be over with. They can threaten me and waste more time and money on "advisors, or attorneys" but I think I have enough proof on my end to warrant the fact that they have "In Store Credit".
Dear Mrs. [redacted];You are so right; there are two sides to every story! First of all, [redacted] and her sister [redacted] ASK my salesman Charles to clean their rings. While he was ringing up the sale of a $200.00 ring she was purchasing in my store they took all of...
their rings off and handed them to Charles. [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined". As she told me, she has worn the yellow gold band for at least 31 years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES". Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelry. He very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image 3089 of her yellow gold band {ignore the white ring with the large clear stone}. After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their rings. They put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loud. Then she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as well. At that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted]. Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her on. As you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shape. Whatever Florentine finish was put on the ring 31 years ago was undoubtedly very worn, especially since she was wearing another ring next to the band. As any jeweler will tell you Florentine finishes need to be brought back up every 10-15 years--IT WEARS DOWN!! FYI [redacted], your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well. [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted]'s $200.00 purchase. Since she has worn the ring for 31 years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that done. I had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K[redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers.
You are so right; there are two sides to every story! First of all, [redacted] and her sister [redacted] ASK my salesman Charles to clean their rings. While he was ringing up the sale of a $200.00 ring she was purchasing in my store they took all of their...
rings off and handed them to Charles. [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined". As she told me, she has worn the yellow gold band for at least 31 years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES". Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelry. He very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image 3089 of her yellow gold band {ignore the white ring with the large clear stone}. After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their rings. They put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loud. Then she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as well. At that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted]. Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her on. As you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shape. Whatever Florentine finish was put on the ring 31 years ago was undoubtedly very worn, especially since she was wearing another ring next to the band. As any jeweler will tell you Florentine finishes need to be brought back up every 10-15 years--IT WEARS DOWN!! FYI [redacted], your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well. [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted]'s $200.00 purchase. Since she has worn the ring for 31 years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that done. I had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K[redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers.
Complaint: [redacted] Dear Ms [redacted] I hereby confirm the receipt of the response from MrsH [redacted] however that is not accepted as a suitable solutionMy wife and I have been more than courteous in allowing MrsH [redacted] time to resolve the issue and refund the total amount in question as per her own requests to meI have the text messages (I am going to attach as many as possible for you to read but I apologize for not being able to attach every one of the messages) proving that MrsH [redacted] did indeed confirm a refundShe stated that she would do the initial refund of USD 2500, which I did receive, and that she needed time to get the remainder of the amount to me due to poor salesWe communicated multiple times and all of the sudden MrsH [redacted] stopped being responsiveThis is the time that I decided to go to H [redacted] Goldsmiths to find a resolutionIt is correct that I communicated with a new employeeAt no time did I initiate the conversation with the employee (Steve) since I asked to only see MrsH***After I gave him my phone number he actually called me and asked my wife and I to come back to the store and discuss the situation since he supposedly had communicated with MrsH***Steve the employee indicated that he had spoken with MrsH [redacted] who had confirmed the remaining balance that was owed to meSteve proceeded to ask me "to give him a USD number to get this resolved today"I refused since I knew that I had already received confirmation from MrsH [redacted] that the balance of USD would be refunded when she had the money availableThe fact is that MrsH [redacted] initiated the refund process by sending me USD of the total amount of USD I have been willing to work with MrsH [redacted] and give her time to refund the remainder of the amount as per her own requestsThis has now come to the point that it needs to be resolved and MrsH [redacted] is aware of the circumstances and the promises made in her text messagesThank you
Dear Mrs [redacted] ;You are so right; there are two sides to every story! First of all, [redacted] and her sister *** ASK my salesman Charles to clean their ringsWhile he was ringing up the sale of a $ring she was purchasing in my store they took all of their rings off and handed them to Charles [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined"As she told me, she has worn the yellow gold band for at least years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES"Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelryHe very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image of her yellow gold band {ignore the white ring with the large clear stone}After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their ringsThey put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loudThen she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as wellAt that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted] Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her onAs you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shapeWhatever Florentine finish was put on the ring years ago was undoubtedly very worn, especially since she was wearing another ring next to the bandAs any jeweler will tell you Florentine finishes need to be brought back up every 10-years--IT WEARS DOWN!! FYI [redacted] , your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted] 's $purchaseSince she has worn the ring for years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that doneI had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K [redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers
You are so right; there are two sides to every story! First of all, [redacted] and her sister *** ASK my salesman Charles to clean their ringsWhile he was ringing up the sale of a $ring she was purchasing in my store they took all of their rings off and handed them to Charles [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined"As she told me, she has worn the yellow gold band for at least years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES"Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelryHe very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image of her yellow gold band {ignore the white ring with the large clear stone}After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their ringsThey put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loudThen she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as wellAt that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted] Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her onAs you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shapeWhatever Florentine finish was put on the ring years ago was undoubtedly very worn, especially since she was wearing another ring next to the bandAs any jeweler will tell you Florentine finishes need to be brought back up every 10-years--IT WEARS DOWN!! FYI [redacted] , your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted] 's $purchaseSince she has worn the ring for years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that doneI had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K [redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers
Dear Mrs. [redacted] ;I was able to review the text messages that went back and forth between [redacted] and I dating from February 8th, 2016 through February 10th, 2016 as well as a text I sent to his wife, ***, on February 27, 2016 at 1:16 P.M. The following is an explanation of the text messages that are attached: the first one called "text 0" I sent to [redacted] on February 8th, 2016 at 8:02P.M.; as you can see I clearly laid out for him our return policy. The second text labeled "text 0 [redacted] " is [redacted] acknowledging the previous text, it is dated February 9th, 2016 at 8:31 P.M. The third text labeled "Text 0 [redacted] 2" is [redacted] giving me the address to send the pendant to, it is dated February 10, 2016 at 2:02 P.M. The fourth text is my response to his wife for demanding an immediate and full refund; as you can see she basically threatened me because she didn't want to acknowledge the refund/exchange policy that I had sent to [redacted] on February 8th, 2016. Unfortunately I have two more important text messages, one is an image of the pendant I sent to [redacted] to verify we were talking about the right pendant and the second one is his text to me acknowledging the fact that she can "exchange it" if she would like to, but your system will only let me send four attachments with this response. [redacted] and his wife [redacted] have been in the store previously; they purchased $584.00 worth of hand etched crystal in the fall of 2015 and some charms back in August of 2007. I have had the same no refund policy since my first day of bus***s back in May of 1970; it clearly states printed in red ink on the bottom of every invoice "No Refunds for Cash or on Credit Cards for Returns - In Store Credit Only". They received an invoice stating that when they received their crystal as well as when they received this 14K Yellow Gold Teton and Diamond pendant with the 24" 14K yellow gold box link chain. To claim ignorance and say that they didn't know this was my store policy is ludicrous; not only was it spelled out to [redacted] in a text but it was on all three invoices they have received. On March 4th of 2016 I did give them a $2500.00 credit on their American Express card because, number one I did value them as customers and, number two having a store credit of $5335.00 could take many years to fulfill. At this point the store credit they do have of $2674.00 could be easily taken care of in one piece of jewelry in my store. When [redacted] initially called me in February of 2016 he wanted to know about a Teton bracelet that [redacted] had seen in our show window; unfortunately we had sold that one and didn't have any in stock. At that point he got on our website and found the Teton Diamond pendant he picked out. So not only did he see and read about it on the website but I sent him a detail picture and description as well. [redacted] and his wife came into my store last November however, once again, I was out of town and they did not call ahead. They were extremely curt and rude to my employee Steve and sine he was fairly new to the job he had no idea what they were ranting and raving about. My suggestion, since ***'s wife hates the Teton jewelry so much, I have a beautiful pair of 14K gold Teton and diamond cuff links in the show case that I know [redacted] would like and they are $2800.00 {I'll even give him a deal to get this over with}; why doesn't he get himself a gift so this whole fiasco can be over with. They can threaten me and waste more time and money on "advisors, or attorneys" but I think I have enough proof on my end to warrant the fact that they have "In Store Credit".
Complaint: [redacted]
I am rejecting this response because:A) Carolyn H[redacted] never saw my ring prior to her employee putting it on the grinding wheel. She is in no position to state that the ring was "worn down". She is making a FALSE ASSUMPTION as she was "on vacation" and 1500 miles away when the event occurred. Her employee claimed the ring was "dirty" and he decided to polish it. I initially only gave him my solitaire diamond. He specifically asked for the band (which no one had ever asked to clean in 31 years). You don't polish a ring that has filigree work around the outside of it. If you do polish it on a jeweler's wheel, you will remove the filigree work. Any fool should know this. I was utterly horrified that an employee in a jewelry store would grind off my filigree work and yes, I broke down and cried at the sight of my ring being ground down to a smooth finish, when it had a brushed finish when I walked in the store. The employee put Carolyn on the phone with me where she proceeded to verbally abuse me and laugh at me (while I was crying). This only added insult to injury. What ever happened to customer service? There is none at Hines Goldsmith. B) I called Aly at American Diamond Exchange in New Haven and asked her if she spoke to Carolyn H[redacted] regarding repair of my ring. She said no. I said, could someone else have spoken to Carolyn? She said no, that she does the repairs and the call should have come to her. What to make of this discrepancy in Carolyn's story? Is she saying she called when she did not?C) Lee (a store employee) assured me that they would make this right. Clearly, Carolyn has no intention to do so. She has not returned our phone calls and she has not responded to our faxes. She is making no effort on behalf of her customer.D) I am going to take a photograph of my husband's ring (which was not polished/ground down by Hines Goldsmith) next to my ring which was ground down. It will be easy to see the difference. I will submit this very soon.E) My sister's name is not [redacted]. Another Carolyn error.
Sincerely,
[redacted]
Complaint: [redacted]
Dear Ms. [redacted]. I hereby confirm the receipt of the response from Mrs. H[redacted] however that is not accepted as a suitable solution. My wife and I have been more than courteous in allowing Mrs. H[redacted] time to resolve the issue and refund the total amount in question as per her own requests to me. I have the text messages (I am going to attach as many as possible for you to read but I apologize for not being able to attach every one of the messages) proving that Mrs. H[redacted] did indeed confirm a refund. She stated that she would do the initial refund of USD 2500, which I did receive, and that she needed time to get the remainder of the amount to me due to poor sales. We communicated multiple times and all of the sudden Mrs. H[redacted] stopped being responsive. This is the time that I decided to go to H[redacted] Goldsmiths to find a resolution. It is correct that I communicated with a new employee. At no time did I initiate the conversation with the employee (Steve) since I asked to only see Mrs. H[redacted]. After I gave him my phone number he actually called me and asked my wife and I to come back to the store and discuss the situation since he supposedly had communicated with Mrs. H[redacted]. Steve the employee indicated that he had spoken with Mrs. H[redacted] who had confirmed the remaining balance that was owed to me. Steve proceeded to ask me "to give him a USD number to get this resolved today". I refused since I knew that I had already received confirmation from Mrs. H[redacted] that the balance of USD 2835 would be refunded when she had the money available. The fact is that Mrs. H[redacted] initiated the refund process by sending me USD 2500 of the total amount of USD 5335.00. I have been willing to work with Mrs. H[redacted] and give her time to refund the remainder of the amount as per her own requests. This has now come to the point that it needs to be resolved and Mrs. H[redacted] is aware of the circumstances and the promises made in her text messages. Thank you.
Dear Mrs. [redacted];I was able to review the text messages that went back and forth between [redacted] and I dating from February 8th, 2016 through February 10th, 2016 as well as a text I sent to his wife, [redacted], on February 27, 2016 at 1:16 P.M. The following is an explanation of the text messages that are attached: the first one called "text 0" I sent to [redacted] on February 8th, 2016 at 8:02P.M.; as you can see I clearly laid out for him our return policy. The second text labeled "text 0 [redacted]" is [redacted] acknowledging the previous text, it is dated February 9th, 2016 at 8:31 P.M. The third text labeled "Text 0 [redacted] 2" is [redacted] giving me the address to send the pendant to, it is dated February 10, 2016 at 2:02 P.M. The fourth text is my response to his wife for demanding an immediate and full refund; as you can see she basically threatened me because she didn't want to acknowledge the refund/exchange policy that I had sent to [redacted] on February 8th, 2016. Unfortunately I have two more important text messages, one is an image of the pendant I sent to [redacted] to verify we were talking about the right pendant and the second one is his text to me acknowledging the fact that she can "exchange it" if she would like to, but your system will only let me send four attachments with this response. [redacted] and his wife [redacted] have been in the store previously; they purchased $584.00 worth of hand etched crystal in the fall of 2015 and some charms back in August of 2007. I have had the same no refund policy since my first day of bus[redacted]s back in May of 1970; it clearly states printed in red ink on the bottom of every invoice "No Refunds for Cash or on Credit Cards for Returns - In Store Credit Only". They received an invoice stating that when they received their crystal as well as when they received this 14K Yellow Gold Teton and Diamond pendant with the 24" 14K yellow gold box link chain. To claim ignorance and say that they didn't know this was my store policy is ludicrous; not only was it spelled out to [redacted] in a text but it was on all three invoices they have received. On March 4th of 2016 I did give them a $2500.00 credit on their American Express card because, number one I did value them as customers and, number two having a store credit of $5335.00 could take many years to fulfill. At this point the store credit they do have of $2674.00 could be easily taken care of in one piece of jewelry in my store. When [redacted] initially called me in February of 2016 he wanted to know about a Teton bracelet that [redacted] had seen in our show window; unfortunately we had sold that one and didn't have any in stock. At that point he got on our website and found the Teton Diamond pendant he picked out. So not only did he see and read about it on the website but I sent him a detail picture and description as well. [redacted] and his wife came into my store last November however, once again, I was out of town and they did not call ahead. They were extremely curt and rude to my employee Steve and sine he was fairly new to the job he had no idea what they were ranting and raving about. My suggestion, since [redacted]'s wife hates the Teton jewelry so much, I have a beautiful pair of 14K gold Teton and diamond cuff links in the show case that I know [redacted] would like and they are $2800.00 {I'll even give him a deal to get this over with}; why doesn't he get himself a gift so this whole fiasco can be over with. They can threaten me and waste more time and money on "advisors, or attorneys" but I think I have enough proof on my end to warrant the fact that they have "In Store Credit".
Dear Mrs. [redacted];You are so right; there are two sides to every story! First of all, [redacted] and her sister [redacted] ASK my salesman Charles to clean their rings. While he was ringing up the sale of a $200.00 ring she was purchasing in my store they took all of...
their rings off and handed them to Charles. [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined". As she told me, she has worn the yellow gold band for at least 31 years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES". Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelry. He very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image 3089 of her yellow gold band {ignore the white ring with the large clear stone}. After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their rings. They put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loud. Then she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as well. At that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted]. Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her on. As you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shape. Whatever Florentine finish was put on the ring 31 years ago was undoubtedly very worn, especially since she was wearing another ring next to the band. As any jeweler will tell you Florentine finishes need to be brought back up every 10-15 years--IT WEARS DOWN!! FYI [redacted], your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well. [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted]'s $200.00 purchase. Since she has worn the ring for 31 years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that done. I had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K[redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers.
You are so right; there are two sides to every story! First of all, [redacted] and her sister [redacted] ASK my salesman Charles to clean their rings. While he was ringing up the sale of a $200.00 ring she was purchasing in my store they took all of their...
rings off and handed them to Charles. [redacted] wore a solitaire diamond wedding ring next to the yellow gold band that she claims "we ruined". As she told me, she has worn the yellow gold band for at least 31 years; seeing that it was scratched from the two rings rubbing together Charles ask her if she would like it polished and the customer said "YES". Charles took their rings to our jewelry workshop upstairs where we hand make our line of jewelry. He very LIGHTLY buffed {DID NOT GRIND!} the sides of the band since he could see there was some sort of design on the raised areas on the top of the band; please see attached image 3089 of her yellow gold band {ignore the white ring with the large clear stone}. After putting the rings in the ultrasonic and steam cleaned them he went back downstairs and handed both of the women their rings. They put them on and said "Thank you"; shortly after [redacted] told Charles that he had removed the "engraving"; he ask her where the "engraving" was and she started getting rattled and loud. Then she started screaming at him and becoming hysterical with the prompting of her sister [redacted] screaming as well. At that point Charles ask Lee, a jewelry apprentice that was working upstairs, to come down and help other customers that had come into the store; Lee did not come down to deal with [redacted]. Charles called me on the phone; there was no talking or reasoning with [redacted] because she was screaming and crying in crazy hysteria and her sister kept prodding her on. As you can see by the image I sent there was nothing done to change the construction of the ring, it is in perfect shape. Whatever Florentine finish was put on the ring 31 years ago was undoubtedly very worn, especially since she was wearing another ring next to the band. As any jeweler will tell you Florentine finishes need to be brought back up every 10-15 years--IT WEARS DOWN!! FYI [redacted], your ring is not engraved nor does it have a filigree design; the proper term is a Florentine finish which is only a surface finish, as the jeweler in Connecticut determined it was as well. [redacted] and her sister were so rude and so loud to my employee calling him incompetent and stupid and made such an ugly scene to the other customers that they left! We refunded [redacted]'s $200.00 purchase. Since she has worn the ring for 31 years I don't think it our responsibility to pay for a complete refurbishing since she had obviously never had that done. I had not contacted her because I refuse to deal with someone who is so irrational and is not capable of having a decent conversation, as well as taking responsibility for the upkeep of her ring.To prove to [redacted] that I don't hire incompetent people I have attached a photo that shows the style and quality of jewelry Charles' father, John K[redacted] makes, who is an internationally well known artist; Charles grew up working with his father in his workshop helping to finish jewelry; Charles twin sister Elyse {who works for us as well} and older brother John are also jewelers.