Jewelry Supply, Inc.

Review: On April 14, 2013 I purchased an ultrasonic and steamer from Jewelry Supply. Within a few weeks of receiving the equipment, the ultrasonic stopped working entirely and the steamer began to leak and sputter causing a slippery and hazardous environment in my shop. I then contacted Jewelry Supply and was told to return the non functioning equipment. On August 7, 2013 I shipped the products back to Jewelry Supply via UPS Ground with a delivery date of August 14 (I retained the shipping receipt and can provide the documentation when necessary). The company did not acknowledge receipt of the products or contact me until October, when they determined they would not fix or replace the broken steamer. They did offer to send the ultrasonic back to the factory to be repaired under warranty, as it would not work for them either; I immediately responded in the affirmative to have the ultrasonic repaired. At the time, I also reiterated that I did not want back the broken steamer, but would appreciate them applying what I've already paid for it to an item of higher quality that didn't malfunction after just a month. After several attempts to reach a helpful customer service agent to find out the status of the ultrasonic, I finally got in touch with someone in May 2014 to discover they never returned the ultrasonic to the factory for repairs and had no intention of resolving the issue with the steamer. I sent an email attaching the original communication where I indicated I wanted the ultrasonic repaired and demanded a resolution to this matter. The company has been obtrusive and unwilling to work with me and is threatening to sue if I complain. I have all the original receipts, shipping receipts, emails and communications as back up.Desired Settlement: I just want the ultrasonic fixed. I would also like to purchase a higher quality steamer with the amount I've already paid to be applied.

Business

Response:

The items were purchased on April 14th, 2013. Ms [redacted] never contacted our company prior to shipping the merchandise back, and she did not receive any authorization to do so. Had she contacted our company she would have been informed that as the product was no longer in its original condition, having been used for some time, it could not be returned, and could only be returned to the factory for repair. This is clearly stated on our website.

However ms [redacted] chose to ignore our basic return procedures and shipped the merchandise back, along with a very specific note, stating that the merchandise was defective, that the Steamer had hardly been used and stopped working, and the ultrasonic never worked. This was blatantly untrue, as both units clearly had been used extensively and were far from their original condition.

Our Returns Department typically takes two 10-14 days to process returned merchandise when our return policy is followed by customers. This is due to the wide variety and high value of many of our products, coupled with the often difficult task of identifying products which are not correctly matched to the invoices by our customers. Even so, it is highly unlikely that Ms [redacted] would have returned the product in August, but given the condition of the product, and the lack of following any of our return policies, it may have taken longer than normal to sort out the return and determine how to best help her.

In her note included with her return, Ms [redacted] stated that she was dis-satisfied with the two products, and wanted either a replacement or full refund. At that point the product and letter were brought to my attention for further inspection.

I personally inspected the product and determined that the Ultrasonic was not working properly, but the Steamer worked fine, although both units were quite used, although there was a purple colored liquid in the Steamer, potentially voiding the warranty. Only water should be used in a steamer.

It appears that a former employee, Rhonna, exchanged an email with Ms [redacted] on October 2nd in which ms [redacted] asked us to forward the ultrasonic for repairs. That would have been fine, but in subsequent phone calls and emails Ms [redacted] continued to insist that we "upgrade her product at no charge, so no further action was taken.

We would have been happy to accommodate Ms [redacted] by forwarding the products for repair, but she continued to insist that we refund or upgrade the product at our expense. We cannot and will not do this. I spoke with Ms [redacted] personally on 6/2 and explained to her once again, we would not upgrade her product or refund her purchase, only that we would immediately return the product the her and she should contact the manufacturer directly for assistance. We shipped the products back to her on the 6th.

JewelrySupply Inc

Consumer

Response:

I am rejecting this response because: the company is being blatantly dishonest and offered no resolution.

I did speak to a representative of the company prior to shipping the faulty equipment back and she specifically requested I send them via UPS. As you can see by the back up documentation, the faulty equipment was returned in August and the company was non responsive until October. Also in the supporting documentation are copies of all the emails exchanged and you can see I never requested a full refund or upgrade at no cost. I requested the company apply what I already spent to a purchase of a higher quality product. An exchange. I also requested the company send the ultrasonic to be repaired at the factory, which they originally offered to do, and ultimately they did not.