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Long's Jewelers, LTD.

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Reviews Long's Jewelers, LTD.

Long's Jewelers, LTD. Reviews (3)

First of all, we feel terribly that our customer is missing a chain that belonged to her aunt.  However, she gave Long’s a different necklace than what she believes.  After we repaired the chain she gave us and we presented it to her, she eventually found a photo of her aunt’s chain that she believed she gave us.  However, that photo is clearly of a chain that is significantly longer than 19 inches (likely 24 inches or more!).  When she dropped off the chain to be repaired, we measured the chain and marked “approximately 19 inches” on the repair ticket.  We mark all measurements as approximate because we round to the nearest inch, for example if a necklace is between 18.9 and 19.1 inches with the clasp, we say “approximately 19” as our policy.  She signed that ticket (we keep the signed copy and give an unsigned copy to the customer to act as their claim slip) and we have provided the signed receipt for your records.  After reviewing the course of this customers repair through our system that we have used for over 10 years, we also reviewed all of our repairs to see if we somehow mixed up her 19 inch chain with another’s but all other customers were returned their merchandise without question or issue.   Unfortunately, she must have given us a different chain than what she expected or perhaps her aunt gave her a different chain than the one in the photo she found afterwards.  Our store manager did speak to the customer about our video surveillance, however in hindsight there were some miscommunication for which we apologize.  We do have cameras throughout the store and we do have a record of her visit, however our cameras do not capture small details on delicate items such as the chain.  Our system is not designed to do that and some cameras do look 20 to 30 feet across the store horizontally (not vertically), but she is not satisfied with that answer which we can understand.  We are sorry that she or her aunt has misplaced a chain but we are not responsible for losing it.  She provided us with a 19 inch chain and we returned the same chain to her, while she is missing a much longer chain of a different design belonging to her aunt.   Would it be helpful if we provided a copy of the signed receipt, which shows the 19 inch measurement notated on the slip?  We have done so here.  Also, we would gladly work with the customer to find her a similar chain to the one she is missing if she would like.  We have an excellent history of service, our employees in that store are long tenured and highly regarded by customers, and we have proven, time tested systems designed to protect the customers from mishaps such as lost or misplaced items.  Yet we feel terrible that she believes we misplaced her chain and we are at her service to help any way we can, including replacing a different chain at a greatly reduced price.  If we had lost her chain, we would gladly replace it at no charge but we just did not do so in this case.  If she has any photos of her aunt wearing the chain, which show the length of the chain when worn, I'm sure that she will realize her mistake.  Thank you.

Unfortunately we missed the first email that you sent us, we will be sure to update our contact information on our profile. [redacted] dropped off her item for repair on June 1,2015. All items that Long’s Jewelers takes in for repair are described on arepair contract slip that the customer...

signs which we keep with the item whilewe have possession of it. We give the customer an exact copy of the printedticket to serve as their claim slip to be used at pick up. We measure any chainthat we take in labeled with the “approximate” length because we do not measureto the exact eighth of an inch. We have a signed copy of the repair slip. She claims she never signed the slip but her signature matched a complaint letterthat she sent us.  Although she eventually showed us a photograph of achain worn by her aunt, it didn’t match the description of the item she gave us(which again she signed her name to) so we believe the photograph she showed usis for a different chain owned by her aunt.   She dropped off adifferent chain than what she thought but she became upset as we tried toexplain this to her.  We feel terribly that she feels like she didn’t getthe chain back but we have never had a problem like this in our history becauseour repair take in procedures prevent these problems from happening in thefirst place.  We would be happy to provide you with a signed copy of therepair take in receipt and anything else you need. We hope she finds heraunt’s chain soon and in the meantime, please let us know what else we can provide.

Thank you fore your response to my complaint against Longs of [redacted]. I am enclosing copies of the two receipts from Long's (with no signatures) as well as a copy of the necklace  I gave them for repair and a copy of the necklace I received on June 13th. They are two completely different items. I took the liberty of photographing of the necklace along with the medallion my Aunt wears just prior to leaving my home. The day and time would be on the original photos on my cell phone. I am still in possession of the medallion. The manager at Longs told me on June 15th that she looked at the Security footage and the necklace I picked up was the piece I dropped off. The she aptly pointed out all the cameras at the establishment and said would have "an expert person" look a the footage. She never responded back to me about what the "expert" found. If she could see the footage clearly on the 15th why then would their customer service rep tell me that they were not able to see anything clearly from the footage because the cameras are 30 feet away. ( Thirty feet would be the distance of a triple decker building). Longs Jewelers is located on the first floor of a two story building. There are many cameras at the store on the walls and ceilings at the location. I must have been captured on all of them at some point. The camera closest to me (right overhead) must have captured the necklace when I pulled it out of my bag and held it up to the salesperson. (incidentally, if I stole something from the store and the cameras are in color, they would be able to tell the exact color of my finger nails , because they would zoom their cameras in, so why are they having such a difficult time seeing the necklace I took in for repair . With regard to the length of the necklace, the approximate length was exactly 19" when they measured it on June 13th. I have been a customer at Long's for a long time I have never had a problem until now.

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Address: CUAUHTÉMOC, Distrito Federal, Mexico, 06500

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