Jensen Jewelers of Idaho LLC

Complaint: [redacted] I am rejecting this response because:To whom it may concern, this is in fact [redacted] I earlier added myself to this complaint Sincerely, [redacted]

Please be advised that I have directly sent an email to [redacted] Because this rilng was purchased on a Jensen Jewelers Credit Account I am limited to what I can discuss with a 3rd party Based on the information presented in the statement it would appear that this is not *** [redacted] I would be happy to respond to a claim by him.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The above information provided by Jensen Jewelers is false, and inaccurate. In regards to late payment, or payments not paid in full, I know that I made several payments, Some may have been late, However I had spoken with SEVERAL of the staff and advised them, I had lay offs from work that were affecting my payment. At which time they advised me on separate occasions that they would send me paperwork to file for such event, because under my insurance that was covered. I had actually contacted Jensen Jewelers again after not ever receiving the paperwork. At which time I decided to contact the insurance company who advised me that the information they requested from Jensen's, in order to send me the paperwork was never followed through on the part of Jensen Jewelers. I am a first time buyer, I had no idea how the process worked and I trusted Jensen to help me make the arrangements needed to fix the problem. At the time I had received a letter for repossession, I again had contacted your office at which time they told me they would help me get caught up and get the matter taken care of. THAT NEVER HAPPENED. Your store was only willing to help me when I was sending checks, You never helped me with paperwork, I had to go through everyone else to get help. Yet again. In regards to your claim that I contacted your collection office to inquire about warranty, that is false. When my fiancé lost the diamond at work, I contacted my local Jensen store to ask what they would advise us to do, because again, this is my first ever purchase of such sort, They assured me my warranty and account were still active and to bring the ring in and they would send it off for repair. I received a receipt for warranty. The information provided in the above response from Jensen Jewelers was completely inaccurate being that the center stone was not even missing until late February 2016 NOT 1/27/2016, as he has alleged me calling his office to inquire about warranty, one of the many inaccurate details this company has been claiming. ( Please reference receipt number [redacted] .) 3 weeks later, I received a call from [redacted] in your collections department, advising me that she would be investigating the matter and insinuating I had taken the diamond out myself. I then received a letter in the mail saying you had taken repossession of my ring (14 KW .61HFE) which I was sold to believe contained several smaller but rather valuable diamonds with more total weight than the missing diamond, and that you would be giving me $58.65 for that ring with all the diamonds that are in the band. I also was advised in that letter you are giving me 30 days to pay a balance of $3878.24 or you will be preparing the item to resale! I asked the Jensen Jewelers for an appraisal of the ring you took into your possession, because I know it is more valuable than you are crediting me, to which I was told you do not have actual appraisals. You offer a letter of value, made by you. The problem I have with the entire situation is that you knowingly took advantage of a naïve first time buyer. I tried several times to get assistance with the paperwork needed to get caught up on my payment due to lay off. You took into your possession a very large part of the account I was paying for, the ring with the diamonds on the 14k band. Yet you are charging me thousands of dollars for the diamond missing and the ring you intend to resale. Your company only cares about the areas you can get more money from and customers are not a priority, I have been so disrespected it is sickening. I need a better resolution. I have also added several attachments pertaining to my complaint. One for the receipt of purchase. One for my warranty receipt and one for the letter received by Jensen Jewelers to reference. Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: I sincerely hope no one agrees to do business with this store, I have been offered no resolve to my situation, I was lied to on several different occasions, you have fabricated your logsI was told by the Burley store to bring the ring in for warrantyThey lied because they wanted it back, and made up some story about not wanting to tell me because I had my daughter and they didn't want to make a scene? I hope that this can at least save someone else from falling into this trapJensen's has made my whole wedding experience unbearableI had a really hard time with lay offs and picking up temp jobs to support my familyEach time my fiance tried to call because I was working she was insulted and talked down toThey do not value their customers and I hope this is apparentThe jewelry is sold for much more than it is worthI had several different jewelers tell me when I brought the ring in after the center stone was lost, they were astounded they way in which they had chosen to mount such a diamond with four tiny prong, I made the mistake of not doing my research before signing, I hope no one else chooses to do the same
Sincerely,
*** * *** *** *** ***

[redacted] purchased an engagement ring from our Pocatello store on 2/13/15.  At that time he purchased a Peace of Mind warranty and added Credit Protection on his charge account. The total purchase was $3,250.  At which time payments on his account would be $181.32 and begin on 3/31/15. To help [redacted] we adjusted his monthly payment amount to a flat $170.00 on 3/30/15 making his first payment and subsequent payments be $170.00. [redacted] did not make his first payment on time. It was made on 4/15/15.  His next payment was due on 4/30/15 but we did not receive a payment until 7/14/15.  The next payment we received was on 9/15/15 and was only a partial payment of $150.00 at which point the account was 90+ days past due.  [redacted] did make 2 other payments, one 10/15/15 and one on 11/15/15.  However the account was still 90+ days past due.  The 11/15/15 payment was the last payment [redacted] made. 11/25/15 we sent a letter asking for the engagement ring to be returned due to non-payment on the account, the account was 120 days delinquent at this point. On 1/29/16 [redacted] called our Collection Department stating that his bank account was “hacked” and that the center diamond in the ring was lost at his fiancé work.  He wanted to know about the warranty on the ring.  We told him at that time that because the account was in default that the warranty did not apply.  Please note, it is clearly printed on the Peace of Mind Plan, the warranty, “If plan or covered jewelry are purchased on credit, plan will be honored only while purchaser’s account is current.”  As noted above, the account was not current and the Peace of Mind plan did not apply. As for resolution, we have applied the fair market value of the ring without the center diamond which was not in the ring at the time we repossessed it towards [redacted] account, however that still leaves him with a substantial balance that will be recorded as not paid and a bad debt.

Please see the attached 2nd Response, Collection Log and Account History for this response.

Please be advised that I have directly sent an email to [redacted].  Because this rilng was purchased on a Jensen Jewelers Credit Account I am limited to what I can discuss with a 3rd party.  Based on the information presented in the statement it would appear that this is not [redacted]...

[redacted].  I would be happy to respond to a claim by him.Sincerely, [redacted]

Mr. [redacted] ordered a custom ring on December 17, 2016 from our location in Pocatello, ID.  Our sales associate sent Mr. [redacted] a picture of similar ring that we had and explained that to accommodate the shape and size of the diamond Mr. [redacted] had selected the ring would be a custom built...

ring.  The sales associate said that he had an approximately 30 minute conversation on the phone during which time he told the customer that because the ring was custom made it would not be returnable.  Mr. [redacted] paid for the ring and we began the process of having a custom ring designed and made.  The ring was shipped to our store in Rock Springs, WY to be picked up by the customer, Mr. [redacted] did not notify us until February 22, 2017 that he did not want the ring.  We do have a 30 day return policy on stock, non-altered merchandise from date of purchase.  As you can see this was almost 60 days between purchase and the time the customer notified us he wanted to return the ring.  So even if this had been a stock item it would have been out of the return policy time period.  Mr. [redacted] did contact our office and speak with our Chief Sales Officer at which time we offered to exchange the item for something else which is beyond any policy we have in place as we are sympathetic with his situation.  However, Mr. [redacted] declined.  Mr. [redacted] has not picked up his property which is in our safe in the Rock Springs, WY location.  We are willing to ship it to him at no charge should he accept that option.

Complaint: [redacted]I am rejecting this response because:
The above information provided by Jensen Jewelers is  false, and inaccurate. In regards to late payment, or payments not paid in full, I know that I made several payments, Some may have been late, However I had spoken with SEVERAL of the staff and advised them, I had  lay offs from work that were affecting my payment. At which time they advised me on separate occasions that they would send me paperwork to file for such event, because under my insurance that was covered.  I had actually contacted Jensen Jewelers again after not ever receiving the paperwork. At which time I decided to contact the insurance company who advised me that the information they requested from Jensen's, in order to send me the paperwork was never followed through on the part of Jensen Jewelers. I am a first time buyer, I had no idea how the process worked and I trusted Jensen to help me make the arrangements needed to fix the problem.  At the time I had received a letter for repossession, I again had contacted your office at which time they told me they would help me get caught up and get the matter taken care of. THAT NEVER HAPPENED. Your store was only willing to help me when I was sending checks, You never helped me with paperwork, I had to go through everyone else to get help.  Yet again. In regards to your claim that I contacted your collection office to inquire about warranty, that is false. When my fiancé lost the diamond at work, I contacted my local Jensen store to ask what they would advise us to do, because again, this is my first ever purchase of such sort, They assured me my warranty and account were still active and to bring the ring in and they would send it off for repair. I received a receipt for warranty. The information provided in the above response from Jensen Jewelers was completely inaccurate being that the center stone was not even missing until late February 2016 NOT 1/27/2016, as he has alleged me calling his office to inquire about warranty, one of the many inaccurate details this company has been claiming. ( Please reference receipt number [redacted].)  3 weeks later, I received a call from [redacted] in your collections department, advising me that she would be investigating the matter and insinuating I had taken the diamond out myself. I then received a letter in the mail saying you had taken repossession  of my ring (14 KW .61HFE) which I was sold to believe contained several smaller but rather valuable diamonds with more total weight than the missing diamond, and that you would be giving me $58.65 for that ring with all the diamonds that are in the band. I also was advised in that letter you are giving me 30 days to pay a balance of $3878.24 or you will be preparing the item to resale! I asked the Jensen Jewelers for an appraisal of the ring you took into your possession, because I know it is more valuable than you are crediting me,  to which I was told you do not have actual appraisals. You offer a letter of value, made by you.  The problem I have with the entire situation is that you knowingly took advantage of a naïve first time buyer. I tried several times to get assistance with the paperwork needed to get caught up on my payment due to lay off. You took into your possession a very large part of the account I was paying for, the ring with the diamonds on the 14k band. Yet you are charging me thousands of dollars for the diamond missing and the ring you intend to resale. Your company only cares about the areas you can get more money from and customers are not a priority, I have been so disrespected it is sickening. I need a better resolution. I have also added several attachments pertaining to my complaint. One for the receipt of purchase. One for my warranty receipt and one for the letter received by Jensen Jewelers to reference. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:To whom it may concern, this is in fact [redacted]. I earlier added myself to this complaint. 
Sincerely,
[redacted] [redacted]