John S. Price Jeweler, Inc.

December 22, Dear *** ***,
As a small business owner of a family owned business (years in Frazer, Pa), I have tried to deal fairly with this customer on all occasionsWe, at John SPrice Jeweler Inc., pride ourselves on expert jewelry repair performed to the
highest industry standardsCustomer service is very important to us.We are confident that the work was done professionally and correctlyIn trying to accommodate her wishes, the repair was redone at no additional charge to her, in order to appease herThis repair was completed in early September 2014, however, not picked up by her until December Sincerely,Gretchen P

December 24, 2014
Dear [redacted]:I fully reject the response from Gretchen P[redacted] with regard to my complaint simply because it is inaccurate. And this just proves to me, as I suspected, she was not fully in the loop regarding the repair I requested.
To reiterate how this situation came to be, I brought in a pair of earrings that I had 2 minor problems with. I asked for suggestions of how to fix those minor problems. The salesperson said she would consult with Gretchen on my options. I got a call that my earrings were “ready” and when I went in to pick them up I was again told they were “ready.” When I asked what they meant by “ready” they showed me my earrings that had been altered without my knowledge or consent and the alteration was unacceptable to me. Again, I went into the store expecting to discuss options for repairing the 2 minor problems and found my earrings altered in an unacceptable way.
I might add at the same time that I dropped off the earrings I had left other pieces of jewelry for repair and on a bracelet a repair was made that was again not approved by me! So the earrings were the second repair that was done without my permission.I then met with Gretchen herself to see what my options were for fixing the unauthorized repair and I asked that they simply restore my earrings back to the condition they were in when I first brought them to John Price. At that time, with the earrings was the original silver hoop and hook that they took off the earrings without my knowledge or consent. At that time and based on my request made directly to Gretchen, my expectation was that they were going to put back onto the earrings the original silver hoop and hook that were sitting right there with the earrings and that Gretchen and I were both looking at. To that request, Gretchen responded “yes” they can do that and they had to repair a hole drilled in the earrings that again they did without my knowledge or consent. Based on this discussion directly with Gretchen, I don’t think my expectation of seeing the original silver hoop and hook reconnected to the earrings when I picked them up, was unreasonable.
When I picked up the earrings, as I explained in my original complaint to the Revdex.com, not only was the original silver hoop and hook not put back onto the earrings, but the original hoop and hook were nowhere in sight. And a newer hoop and hook were on the earrings — not the silver original to the earrings.
So once again, I’ve paid for a repair that was either done without my knowledge or consent (first time) and that was not as requested and therefore unacceptable (second time). Gretchen refers to making a repair at no additional charge “in order to appease” me. However, the repairs that they made to my earrings the entire time they had them were in no way consistent with conversations with her or her staff. So her statement that repairs were done at no charge to “appease” me is inaccurate. The repairs were done to fix their mistakes. I can’t stress enough that the first round of repairs were done without my knowledge and consent and the second round were not done in accordance with my request to restore the earrings to the original state that I brought them to John Price — a request I made directly to Gretchen. until December 2014. She is correct. However what she doesn’t state is that I got a reminder call from John Price about the second repair being complete. I called the store and spoke with a salesperson and told them I had not been in and would not be in because I had been very sick — a call I made with NO voice so a salesperson should remember me calling. I became very ill in September and am still recovering. And a trip to her store is a special trip for me which I made in December, while still recovering, to pick up the earrings.
Her response just confirms to me that communication between Gretchen and her staff is very poor. And I believe that the lack of communication between her and her staff and, in particular, with her jeweler was the cause of these problems all together.I still request that my $35 plus tax that I paid for a repair that was done incorrectly twice be returned to me. And I want the original silver hoop and hook taken off my earrings without my knowledge or consent returned to me. Since they were not put back on the earrings to return them to their original state, as requested, I want the silver returned to me.
I hope this serves to clarify the inaccuracies in Gretchen’s response. Please let me know if I can provide any further information needed to resolve this complaint.Sincerely