London Jewelers Inc.

LONDON JEWELERS[redacted]
[redacted]
[redacted]###-###-####01/09/2014REF# [redacted]To Whom It May Concern:I am writing in reference to a complaint that was made against our store on January 8th, 2015 by [redacted] of Converse, Texas.    As a business...

we pride ourselves on our products and our customer service.   We stand behind our word and above all, we respect our customers and we make it our priority to make each of them happy.I would like to address [redacted]’s complaints towards our store and clarify the issues at hand.  Both [redacted] and her boyfriend, [redacted] came into our store on Wednesday October 15th, 2014, and purchased two rings from us totaling $518.63.  [redacted] chose and Irish Claddagh ring that needed to be sized down to fit her finger properly.   After our jeweler was finished with the ring we called to let them know their item was ready.    When [redacted] came to pick up the ring he was extremely pleased with his purchase.    According to [redacted]’s complaint, when she received the ring it was shaped like an oval.  As a jewelry store we would never have a customer take an item unless it was correct.  Each piece of jewelry is properly inspected before the customer comes to pick up his/her item, if we find that the item is not done to our satisfaction we send it back to our jeweler to correct.   [redacted] also stated that on the 25th of October, 2014, the stone fell out of her ring, but she and [redacted] did not come back to the store till December 23rd, 2014.   I am uncertain as to why they waited so long to come in, or even call us to let us know that there was an issue so the item could be repaired, but when [redacted] and [redacted] showed us the ring, it was not only smashed, but the ring had been flattened, the stone was missing, and all the prongs on the ring had been broken.  When I asked her what happened she said the ring had been given to her that way.  I replied that we would have never given anyone a ring in such a state.   She insisted that this was how she received her ring.   [redacted] became very argumentative when I insisted that as a respectable business we would have never done that.  At that point [redacted] asked her to step outside of the store and let him handle the matter.  After [redacted] left the store [redacted] admitted that he did not receive the ring in the condition she described, and that she had somehow done the damage to her ring.We explained that we would repair the ring, but there would be a cost involved because this was not a manufacturing defect.   We also explained that the repairs that had to be done were much more expensive then what we were actually charging him.    [redacted] said he understood and that it would not be a problem.    He filled out the repair packet with all the information, including the color of the stone, and his contact number.    We let him know that we would call the minute it was ready.  [redacted] picked up the ring on January 7th, and before he ever left we made sure he was happy with the repairs our jeweler had made, and once again he said he was 100% satisfied.  I understand that [redacted] is asking for a refund, but as you can clearly see from the receipt which I have attached, our policy states no refunds and that items must be in pristine condition to be considered for exchange.   This is also posted on our wall at our business.   We also make it very clear to our customers that we will repair any of our jewelry free of charge due to any manufacturing defects.I would like to point out that it was not [redacted] who paid for the items, but yet she is the one asking for a refund.  Also on Monday January the 12th, [redacted] came back to our store and asked if we could change the stone in the ring.   My colleague informed [redacted] that [redacted] had reported us to the Revdex.com.   [redacted] then said he did not understand since he had not shown [redacted] the repaired ring yet.  My colleague also asked him who paid for the rings on October 15th since a debit card was used to purchase the items, and [redacted] confirmed it was him.   We would like to get to the bottom of this matter and find out exactly what is going on, and we are more than happy to co-operate with the Revdex.com to the fullest.   Thank youLONDON JEWELERS[redacted]###-###-####

-----Original Message----- From: [redacted]] Sent: Wednesday, February 11, 2015 11:30 AM To: info Subject: In regards to complaint #[redacted]   The purpose of this message is to dispute the actions of London Jewelers. My complaint was not resolved with this business and I would like to justify the falsehood of the boxed in the attached files. The ring was purchased for me, as I am the consumer. It was purchased with not only my boyfriend's money, but also my own, since we do share our money. I believe this business wanted to take advantage of my boyfriend and me, because we are young and they probably think we are naive. When [redacted] went to the store on 01/12/15, he asked for them to replace the stone since they had got it wrong, not because we wanted it switched out. Why would we order an Irish Claddagh ring with a peridot stone, and then ask for a different stone when we wanted to get it fixed due to manufacturing defects. I'd also question why we had to pay $56 to repair the ring when it is posted that they will repair any of their jewelry free of charge due to any manufacturing defects, yet they stated that because I accused them of receiving my ring in that state from their business, that was why we had to pay for the repairs. That contradicts their own policy. [redacted] showed me the ring that night after I came home from work and I told him that he's has to take it back because they put in the wrong stone and it is still oval-shaped, I wanted to prevent the stone from falling out a second time since it was their fault the first time. They also questioned why we took so long to take it back, but I am busy, I go to school and work, I did not think the purchasing the ring would cause that many problems or else we wouldn't have gotten them from there. [redacted] understood why I was upset about the ring and with the company because of how they handle customer service. I would also like to add something that they didn't in their response: when his/her colleague informed [redacted] about me reporting them to the Revdex.com, [redacted] already knew I did and understood my reasoning. The associate also stated that I was not welcome to step foot into their store again. He also said that if [redacted] were to write a letter stating that all of the issues in the Revdex.com complaint were resolved that he could have the ring repaired again (even though it was their wrongdoing) at no cost. When I came home and was filled in about what happened, I was furious. I told [redacted] that he would not write a letter to get the repairs at no cost, that would be slander due to the fact that what would be stated in the letter would be false. They also said that [redacted] filled out an information packet that including the color of the stone, which is false. [redacted] and I didn't even know emerald was a birthstone until we had to look up what stone they had mistaken ours with. Any decent business would have written down, detailed information about all of their transactions because they deal with expensive products. If they had that information of our first purchase, they would have known it was a peridot stone, even though I told them it was when we took it to have it repaired the first time. [redacted] also never said he was "extremely pleased" or "100% satisfied", because he knew that decision was up to me as the ring was purchased for me. He also knew the first time that the damages weren't done by me, but he was trying to handle the situation in a delicate manner. That's why after the first altercation I had with them, I decided I wasn't going to go anymore to prevent any further escalation. I never responded to their response on the website because I was trying to handle the matter lightly and I was waiting to get my repaired ring back. It wasn't until 02/07/15, that we called and they indirectly stated it was ready. We had called a few times previously but each time they said it wasn't ready and then asked [redacted] if he had written the letter yet. And on 02/07/15, [redacted] decided to just go and pick it up without a letter because it was already purchased and he knew it was repaired. When he went, one of the associates said he had to sign a paper that stated he was happy with the ring in order to receive the repaired ring and there be no charge. I would also like to question why it only took a week the first two times, the resizing and the first repair, to get the ring back, yet this time it took almost a month. In their policy, they say they don't do refunds for products and they only exchange products that are in pristine condition. They want to say my ring is good enough to hand back to me in an oval shape, yet I know they wouldn't consider an exchange because it is not in pristine condition due to their manufacturing defects.  The way this business handles their products and services only has me suspicious. So [redacted] is going to take the ring to another jeweler he is familiar with to get an appraisal and to ensure that the white gold and peridot is in fact real. Also, to see if it is okay to even wear the ring without the stone falling out again since that was the reason the stone fell out in the first place. The last thing I want is to have to pay for a repair on the ring that London Jewelers couldn't fix all three times. If they really wanted to "stand behind [their] word and above all, [they] respect [their] customers and [they] make it [their] priority to make each of them happy", they would fix my ring correctly and I would receive it in pristine condition, and like any other business with outstanding customer service, they would care and dispute any issues and offer refunds. At first, the purpose of my complaint was to get a refund because it is ridiculous how they handle their business and product care, but now I also want to make sure that this complaint doesn't appear as resolved and your website, to prevent anyone else from having to go through the same issues I did with this particular business.   If you all have any questions or concerns regarding this response, please feel free to call or email me. Thank you, [redacted] ###-###-#### [redacted]

LONDON JEWELERS[redacted]
[redacted]
[redacted]PHONE: ###-###-####FAX: ###-###-####03/01/2015REF#[redacted]To Whom It May Concern:I would like to address the complaints filed against us with the Revdex.com by [redacted] on February 25th, 2015.  First and foremost, I would like to state that our company would never take advantage of anyone for any reason, our word is our bond, and our customers are always our priority.    In her complaint [redacted] states that we placed the wrong stone in her ring, but when they brought the ring back the first time for repair there was no stone, the prongs were broken, and the ring was flattened and smashed.   Our policy is very clear and by no means do we contradict ourselves.   We will fix our jewelry free of charge due to any manufacturing defects, but clearly this is not the case with [redacted]’s ring as mentioned in our previous response to the Revdex.com.    Yes, we charged for the repairs, but what [redacted] paid was minimal considering the extensive damage.   I would also like to remind [redacted] that it was her boyfriend [redacted] that admitted to us that she had done the damage herself, and that when he picked up her ring it was not shaped like an oval as she previously described.  Furthermore, we never asked [redacted] to write a letter to the Revdex.com.   If you go back to our first response in regards to this matter you will find that there are several discrepancies with [redacted]’s complaints.  This is a direct quote from our previous response to the Revdex.com in January, “Also on Monday January the 12th, [redacted] came back to our store and asked if we could change the stone in the ring.   My colleague informed [redacted] that [redacted] had reported us to the Revdex.com.   [redacted] then said he did not understand since he had not shown [redacted] the repaired ring yet.”  So we are confused as to where the idea of writing to the Revdex.com comes into play?  [redacted] is stating that [redacted] knew she had reported us, but he tells another story.    As far as the difference in birthstones, it was [redacted]’s boyfriend who specified the type of stone that needed to be ordered.  I would also like to point out that when [redacted] came back to our store to inform us the stone was wrong, we not only ordered a new one, but our jeweler replaced and set the new stone free of charge as a gesture of good will.  When [redacted] came in to pick up the ring on February 17th, he was accompanied by an older gentleman he introduced as his brother.  We asked them both to inspect the ring closely to make sure that the repairs had been done properly, and [redacted] and his brother said the ring looked perfect.   What [redacted] was asked to do by my colleague was sign a document stating he was completely satisfied with the repairs after they were finished inspecting the ring.  By no means did [redacted] have to sign the document if he was still unhappy with the work that had been performed.  I will attach the copy of the document so it is on record just like the receipt from our previous response.  I would like to make this next point very clear and concise.   When [redacted] and [redacted] came in the first time to have the ring repaired they both told a different story of what actually happened to the ring.  When [redacted] says he is satisfied, [redacted] says the opposite.  [redacted] also stated that she was the consumer in this case, but the definition specifically defines the word as “a person who purchases goods and services for personal use.”  [redacted] is clearly the consumer in this instance and he acknowledges in writing he is 100 % satisfied.   We feel that we have gone out of our way to help this couple out, even to the point that we are out of pocket.   As a whole we feel the matter has been handled and is closed.Thank youLONDON JEWELERS###-###-####