Kesslers Diamond Center, Inc.

Review: I purchased a new wedding ring on 08-15-15. When purchasing the ring I told the sales agent that I am very hard on my rings and never take them off. She showed me a ring that I do love but found out this week that the ring is known to have diamonds fall out frequently. I am 13 days over the 30 day period. But my reasoning for return I feel is valid. I was not told about the high probability of diamonds falling out. I did not even have the ring for 30 days of wear because of the three times I had to have work done. (setting, sizing, sizing) When I was told they would not do anything but replace the diamond, I brought the ring in and I expressed my dissatisfaction with the ring and how I had to drive now 8 times to Appleton WI. The sales agent then was so rude to me to say "They don't have jewelers where your from?" Again I feel they sold me a ring without disclosing the information.Desired Settlement: REFUND ME AND RETURN MY CENTER DIAMOND

Business

Response:

I understand the frustration this client is feeling over her ring. However, I have looked into the matter, spoken to the store associates who handled it, and to our merchandise buyer. The fact is, this is a relatively new ring for us having only been put in stock in April. To this date this is the only one of these rings that we have sold, so the ring is not "known to have diamonds fall out." We would not sell a ring that is known to be a problem because we have a lifetime warranty and we would be continually spending time and money repairing it, plus we'd have very disappointed clients; something we won't tolerate. I do not believe that this ring should be a continual problem for [redacted], but since it's a new style for us only time will tell. We try very hard to satisfy our clients and to that end we have a 30 day return policy which is clearly printed on our receipts. Within that period we'll take anything back regardless of condition, however, we adhere to that policy and do not make exceptions. We treat all of our customers with the same respect. I wasn't present at the conversation, but I find it hard to believe that one of our associates would have been rude and would have made the comment about having jewelers where she lives when the piece in question was a Kessler piece and we want and expect it brought back to us for any necessary repairs.We will continue to honor our warranty on this ring and sincerely hope that [redacted] gets a lifetime of relatively trouble-free wear out of it. Should it prove to be a continual problem however, we will take appropriate action to get her into something else. We don't want any of our clients to suffer with an unsatisfactory piece of our jewelry. Only time will tell how the ring will hold up. There hasn't been enough time to tell if this ring will provide the type of service we expect from our jewelry. ?

Consumer

Response:

Review: At Kesslers I bought a diamond in September and a setting in December and they told me you have 12 months interest free financing for 12 months. They told me to pay $442.38 every month for the diamond and it would be paid off in 12 months interest free. I bought the setting in December and told me nothing would change keep paying $442.38 every month and then just pay off the setting by December. Kesslers neglected to tell me that once I bought the setting, $63 would go towards the setting every month and so the $442.38 every month wasn't all going towards the diamond and as a result, I was charged $1187.07 in interest, but Wells Fargo was willing to take 25% off so I have to pay an extra $890.30. Kesslers wouldn't do anything to fix the problem. Wouldn't give me a credit or anything and just said I should've known how the payments were being applied when I trusted them and they told me the wrong things. I believe I should receive an $890.30 credit from themDesired Settlement: To be re-imbursed the extra interest charges as a result of their incorrect explanation of the financing terms. To be re-imbursed $890.30

Business

Response:

[redacted] and I have been around and around about this. I feel bad for him and I don't dispute anything [redacted] has to say. Although our slaesperson says that the payment amount she wrote down for him was the monthly payment necessary to pay off the first purchase in twelve equal payments. That was prior to him making the second purchase, which required at least a minimum monthly payment also. The bottom line is [redacted] made two purchases utilizing the 12 month interest-free financing, we offer through Wells Fargo. [redacted] signed two contracts that spell out his obligations. [redacted] also received a statement every month that clearly shows the minimum amounts due on each of the contracts and the special financing ending dates, along with special alerts for the two months prior to the end of the special financing period. We do thousands of these contracts every year. Our people understand how they work and they are adament in pointing out that each contract requires a minimum monthly payment and that they must be paid off in the allotted twelve month period or Wells Fargo will assess finance charges dating back to the beginning of the contract. We don't want to see our clients get hit with those finance charges. By his own admission, [redacted] neglected to look at any of his monthly statements. If he had, he would have known exactly how much of his payment was going to his first purchase and how much was being allotted to the minimum payment required on the second purchase. Even if [redacted] chose to throw his statements away unread, you wopuld think that simple prudence would have caused him to take a look at one of the statements as the twelve month period was coming to a close just to make sure that his contracts were being paid off as he though they were. Had he done so, he would have known just where he stood. But he did not.

After [redacted] defaulted on the terms and was assessed the back finance charges, he contacted us and we tried to intervene on his behalf with Wells Fargo. [redacted] contacted them also, and their customer service department granted [redacted] a 25% reduction in the charges as a good will gesture. However, as [redacted] stated in his complaint he wants the charges covered completely and he thinks we should pay them. After several discussions with [redacted] in which I was quite clear that his negligence was not our fault, [redacted] resorted to threatening that he "would tell everyone he knows about our terrible customer service, blow up our facebook page, report us to the Revdex.com and to Contact 6." At that point I made [redacted] the same good will offer that Wells Fargo had made. I offered to cover an addtional 25% of the charges as a goodwill gesture on the condition that he stop badmouthing us. [redacted] considered the offer for a few days and came back saying that "wasn't good enough." He would only settle for having the entire charge paid off, or he would continue his assault on our reputation. At that point, I withdrew my offer and told [redacted] I was done negotiating on this. He has since then continued to post extremely negative comments on our facebook page. During one of our last email conversations I asked [redacted] when does personal accountability come into play, and [redacted] responded that since he admits he didn't bother to look at any of his statements he would guess that his accountability for the error might be 10%.

We feel bad that [redacted] put himself in this situation, but we will not be threatened into paying for his mistake.

Consumer

Response:

Review: I purchased an engagement ring in November of 2002 at the Kesser's in Greenfield. I went there due to all the commercials I heard. I found the engagement ring shopping process very accurate to what was in the commercials. Everything about the Kessler's experience was superior: selection, knowledge of employees, no pressure, personal approach, etc...

The engagement did not work out, and I still have the ring. I recently purchased a house and would like some of the extra money to help out with repairs and to have it just in case something goes wrong. I went to Kessler's on two different occasions, and both times I was told that although the appraisal at the time was $5,950, and $7,350, and although I spent $5013.88 on the ring, I would only receive about $800 if I sold it back.

I continue to hear Kessler's radio commercials, and two in specific caught my eye. One depicted a woman who lost her stone out of her ring. [redacted]essler said that she was "family", and that he "had her back", meaning the stone would be replaced at no charge, no questions asked. I continually here these slogans, and I finally thought to myself that if I went to my family with a problem, they'd do whatever they could to help. Kessler's did not do that. They informed me of a fair price when selling back to other stores, $800, but did not help as family would. I am hoping the commercials are more than just words, as I found they were true when I purchased the ring. Unfortunately, I have not found to be helped by Kessler's in unloading this ring at a fair price.Desired Settlement: I am not going to be unreasonable and say I deserve $7,350, because you have to run a business. I would, however, like to be treated not only like someone whose future business you want, but for Kessler's to live up to the "family" and "I've got your back" statements from the commercials. I have no experience selling jewelry on my own, nor do I have the time as a teacher and coach to conduct the research necessary to do so.

I still have a great vision of this business; I've never heard of anyone being dissatisfied. I just want someone who can tell me more than what I know; engagement rings are hard to get fair value for. When contacting, please do so after 2:40pm as I will not be able to answer at work.

Consumer

Response:

Here is the receipt. There was no return policy or warranty.

Business

Response:

I will contact [redacted] by phone, as he requested, and explain as kindly as I can that buying back his jewelry is not something we do, or have ever done. When [redacted] talks about treating our clients like "family" and "having their backs," he's referring to the way we build relationships with our clients and our policies like our warranty that offer our clients tremendous peace of mind. That doesn't mean that we will do anything for a client just because they ask. We do have policies and one of those is that we don't buy back our jewelry.