Revdex.com
1333 West Loop South, Suite 1200
Houston, Texas 77027
Re: Response to
Complaint – Revdex.com Case # [redacted]
Dear Sirs,
We are in receipt of the above referenced complaint
initiated by [redacted]. The
complaint, although dated December 8, 2014, was just received this morning.
Our records indicate that [redacted]’s finance, [redacted], made the purchase of the ring in question on 6/14/2014. The ring was a ladies 14K white gold
diamond wedding ring. This ring
was brought back to Houston Jewelry on September 20, 2014 after [redacted]
discovered that she was allergic to the small content of nickel that was in the
white gold in her ring. After
discussing the allergy problem [redacted] was having with this ring, it was
agreed that Houston Jewelry would remake the same ring in 14K yellow gold which
would not react with [redacted]’s skin.
The cost for remaking the ring was $350.00.
On September 20, 2014, we accepted the white gold diamond
ring in for remaking. Because this
ring style was one-of-a-kind, it was not able to be ordered from a
manufacturer, but had to be re-cast by one of our in-house jewelers. This procedure involves intricate wax
carving and is a timely process, however, it has been made apparent that
Houston Jewelry did not timely complete this job order for [redacted].
When [redacted] came in on December 19, 2014 to pick up
the remade ring, he was given the ring at no charge as well as a $100 gift
certificate.
We strive to complete all repairs in a timely manner. We provided [redacted] with the
completely remade white gold ring free of charge and with our apology.
Please advise us if there is anything further that we should
do to accommodate [redacted].
On October 1, 2014, [redacted] purchased a [redacted] quartz watch
from Houston Jewelry. On October
16, 2014, she brought the watch back to us and stated that her father did not
like the watch and requested a refund.
While we do not give refunds for fine jewelry or watch purchases, but instead offer return for store credit with in fourteen days of purchase, as our
contract states, we offered to work with her and see if she could find a
different watch for her father, even though the return period had expired two days prior to her visit.
Ms. [redacted] agreed to purchase the [redacted] watch for the offer we
made her of 50% off the list price of $940 as it was our last [redacted]
in stock. This price of $470.0 was our actual wholesale cost on the watch.
In mid January 2015 , Ms. [redacted] brought the watch in claiming the
automatic feature of the watch was not working. Our watch maker adjusted the automatic mechanisms of the
watch under our warranty and instructed Ms. [redacted] that the watch had to be wound if
her father, age 96, was not active enough to keep the watch moving the amount of time necessary for the automatic function to keep the mainspring wound. The watch was under warranty from the manufacturer, which would have required Ms. [redacted] to contact [redacted] and send the watch to them for service. We chose to offer to do the work in house and at no charge to Ms. [redacted] in order to expedite the process for her.
On February 13, 2015, Ms. [redacted] pickup the [redacted] that our watch maker performed a complete
cleaning, oiling and adjusting of the watch under our warranty since Ms. [redacted] had
brought the watch back in claiming it was not working properly. She was again reminded to wind the
watch, as the automatic function merely keeps a watch running after it is wound, the function does not wind the watch to a full charge.
On March 27, 2015, Ms. [redacted] brought the watch in claiming it
was not running correctly. The
store manager decided to return the watch to the [redacted] servicing center for
complete maintenance. [redacted] refused
to honor the manufacturer’s warranty, however, upon Houston Jewelry’s receipt
of [redacted]’s estimate, approval was made for the servicing of Ms. [redacted]’s watch to
be completed; to return the watch to factory specifications. As shown on the attached Estimate from
[redacted], the approximate delivery time is 9 weeks. Houston Jewelry has no control over how long [redacted] takes to service a watch. In fact the 9 week turn around time is consistent with most if not all of the [redacted] watch brands, which is why Houston Jewelry chose to work on the watch in house at our expense in order expedite it for Ms. [redacted].
We have made every effort to satisfy Ms. [redacted]’s watch
servicing needs, we allowed her to return her first purchase outside of the return period, we sold her the [redacted] at our cost of 50% off list, we have serviced her watch in house and we have paid to have [redacted] factory service the watch. Ms. [redacted] will be notified immediately
upon receipt from of her father’s watch so that she may collect her watch. We feel that we have extended every courtesy to Ms. [redacted] in this situation and we regret that she is upset.
Revdex.com
1333 West Loop South, Suite 1200
Houston, Texas 77027
Re: Response to
Complaint – Revdex.com Case # [redacted]
Dear Sirs,
We are in receipt of the above referenced complaint
initiated by [redacted]. The
complaint, although dated December 8, 2014, was just received this morning.
Our records indicate that [redacted]’s finance, [redacted], made the purchase of the ring in question on 6/14/2014. The ring was a ladies 14K white gold
diamond wedding ring. This ring
was brought back to Houston Jewelry on September 20, 2014 after [redacted]
discovered that she was allergic to the small content of nickel that was in the
white gold in her ring. After
discussing the allergy problem [redacted] was having with this ring, it was
agreed that Houston Jewelry would remake the same ring in 14K yellow gold which
would not react with [redacted]’s skin.
The cost for remaking the ring was $350.00.
On September 20, 2014, we accepted the white gold diamond
ring in for remaking. Because this
ring style was one-of-a-kind, it was not able to be ordered from a
manufacturer, but had to be re-cast by one of our in-house jewelers. This procedure involves intricate wax
carving and is a timely process, however, it has been made apparent that
Houston Jewelry did not timely complete this job order for [redacted].
When [redacted] came in on December 19, 2014 to pick up
the remade ring, he was given the ring at no charge as well as a $100 gift
certificate.
We strive to complete all repairs in a timely manner. We provided [redacted] with the
completely remade white gold ring free of charge and with our apology.
Please advise us if there is anything further that we should
do to accommodate [redacted].
Sincerely,
HOUSTON JEWELRY
Rex S[redacted]
President
On October 1, 2014, [redacted] purchased a [redacted] quartz watch
from Houston Jewelry. On October
16, 2014, she brought the watch back to us and stated that her father did not
like the watch and requested a refund.
While we do not give refunds for fine jewelry or watch purchases, but instead offer return for store credit with in fourteen days of purchase, as our
contract states, we offered to work with her and see if she could find a
different watch for her father, even though the return period had expired two days prior to her visit.
Ms. [redacted] agreed to purchase the [redacted] watch for the offer we
made her of 50% off the list price of $940 as it was our last [redacted]
in stock. This price of $470.0 was our actual wholesale cost on the watch.
In mid January 2015 , Ms. [redacted] brought the watch in claiming the
automatic feature of the watch was not working. Our watch maker adjusted the automatic mechanisms of the
watch under our warranty and instructed Ms. [redacted] that the watch had to be wound if
her father, age 96, was not active enough to keep the watch moving the amount of time necessary for the automatic function to keep the mainspring wound. The watch was under warranty from the manufacturer, which would have required Ms. [redacted] to contact [redacted] and send the watch to them for service. We chose to offer to do the work in house and at no charge to Ms. [redacted] in order to expedite the process for her.
On February 13, 2015, Ms. [redacted] pickup the [redacted] that our watch maker performed a complete
cleaning, oiling and adjusting of the watch under our warranty since Ms. [redacted] had
brought the watch back in claiming it was not working properly. She was again reminded to wind the
watch, as the automatic function merely keeps a watch running after it is wound, the function does not wind the watch to a full charge.
On March 27, 2015, Ms. [redacted] brought the watch in claiming it
was not running correctly. The
store manager decided to return the watch to the [redacted] servicing center for
complete maintenance. [redacted] refused
to honor the manufacturer’s warranty, however, upon Houston Jewelry’s receipt
of [redacted]’s estimate, approval was made for the servicing of Ms. [redacted]’s watch to
be completed; to return the watch to factory specifications. As shown on the attached Estimate from
[redacted], the approximate delivery time is 9 weeks. Houston Jewelry has no control over how long [redacted] takes to service a watch. In fact the 9 week turn around time is consistent with most if not all of the [redacted] watch brands, which is why Houston Jewelry chose to work on the watch in house at our expense in order expedite it for Ms. [redacted].
We have made every effort to satisfy Ms. [redacted]’s watch
servicing needs, we allowed her to return her first purchase outside of the return period, we sold her the [redacted] at our cost of 50% off list, we have serviced her watch in house and we have paid to have [redacted] factory service the watch. Ms. [redacted] will be notified immediately
upon receipt from of her father’s watch so that she may collect her watch. We feel that we have extended every courtesy to Ms. [redacted] in this situation and we regret that she is upset.