Main Street Jewelers

From: mainjeweler@ [redacted] .comTo: [redacted] @myRevdex.com.orgSubject: Main Street Jewelers ID# [redacted] Date: Sat, Nov 10:42:-0500Dear [redacted] , In reference to the above subject, complaint against my business, [redacted] Watch Coverified to me that no repair or watch had ever been logged in under the name [redacted] , additionally speaking to the service representative they agreed that the watch replacement pins that had been provided multiple times at no charge, were probably no different than what they too would provideDuring my conversation with [redacted] , they also agreed that the problem was more likely due to the watch being worn too tightly, and that the only real solution would be adding additional links back to the bandRegardless of what the customer stated about having extra links at her home, that was not true! In our business we add and remove links on a daily basis for customers, a simple and quick job, that on a watch purchased from us, is always a no charge repair job [redacted] watches have been a very good item for us over many years, and we have sold hundreds of them, many very similar to the one that the [redacted] 's had purchased, and never have we had any issues like thisAs an offer to resolve this issue, I will at no charge offer to add back the additional links that [redacted] stated she had at home, and that will hopefully resolve this issue, that has been taken too far already! I'm in this business over years, and I know when a pin continually breaks on a watch, it is being worn too tightly or the band is being subjected to unusual stress My business has had an outstanding reputation for customer satisfaction over many years, and if [redacted] or the Revdex.com is attempting to destroy that, than I will have no choice but turn this over to our business attorneyI hope that this does not escalate to that level, but your most recent letter states that I had no contact with you, when I in fact didPlease see the attachments, for additional notes and information that I had provided on November 2nd, Regards, Robert R*** President, Main Street Jewelers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:First I will address MrR***'s handwritten comments on the attachment to the responseI believe he is misunderstanding the requestI requested for Main Street Jewlers several times to send the watch back to [redacted] , that is stated in the complaintYou are right in confirming that per [redacted] nothing was ever submitted under [redacted] – because after getting nowhere with Main Street Jewlers trying to get the watch fixed I contacted [redacted] I have all of their responses in writingIt seems the response Mr R [redacted] is reporting from [redacted] is totally different than what I was told by [redacted] All I've ever asked for from Main Street Jewlers was for them to send the watch back to [redacted] for it to be repaired by [redacted] – I do not have the purchase date The computer would not allow me to continue without entering oneI entered the purchase date as the date of the application and immediately sent an email to the Revdex.com instructing for the record to be updated or the purchase date removed, a photo is attached for proof You state the watch was serviced at the Carbondale location – was it sent there? I have never been to your Carbondale location, I've ALWAYS gone to the Main Street location – Who did you speak with at [redacted] Watch Company and on what date? As stated above, that response of [redacted] telling MrR [redacted] that replacement pins supplied by them would probably not be the answer to the problem is NOT at all what I received in writing from [redacted] – they told me - “I showed the watch again to our technician he states that what the jeweler is saying makes no senseIf original parts are not being put back on the watch it will keep breaking.” I have provided a copy of my conversation with [redacted] 's representative, [redacted] as an attachment so you can see their response, below are highlights directly copied from those emails “There no reason the pin should keep breaking unless the jeweler is not putting the correct pin in it“ “ I showed the watch again to our technician he states that what the jeweler is saying makes no senseIf original parts are not being put back on the watch it will keep breakingAs stated before its best you send the watch to our cooperate office You can send your own prepaid label for us to ship it back to you if you do not want to pay the $for shipping and handlingThe repair would be covered we can put a new end cap and pin on itBecause $30-$is a little too much just for that piece/pin, if the jeweler is does not work with us anymore where is he getting the parts from to fix the watchIf you send the watch to me I will make sure its fixed correctly." In response to MrR***'s message: You are correct that no repair or watch had ever been logged in under the name [redacted] – that was my issue all alongAfter it had broken several time and after having the pin repaired several times I asked it be sent back to [redacted] to be repairedThat never happenedOn the most recent trip in, I included a letter asking again for the watch to be returned to [redacted] Instead I received a call from Karin telling me that was not an option, you no longer do business with [redacted] As I had previously worked with MrR [redacted] before I asked to speak with him directlyShe told me he was in Florida and not availableI asked her to take a message and have him contact meShe told me that was not possibleI asked for a message to be relayed from me to MrR [redacted] and she told me that was also not possibleWhat Karin was saying did not make sense to me so I emailed [redacted] with Karin's explanation of why the watch kept breaking before agreeing to spend $30-$as quoted by her from the repairMy message and their response is pasted belowMrR***'s conversation he said he had with a rep who agreed that the watch replacement pins that had been provided were probably no different than what they too provide is NOT what [redacted] at [redacted] told me – the direct quote from [redacted] is: “If original parts are not being put back on the watch it will keep breaking”With regard to MrR [redacted] stating that the problem more likely due to the watch being worn too tightly, why was this not presented to me one of the or times before I brought the watch in? MrR***, please tell me what was not true about “having extra links at her home”? I stated in my complaint “Why it was not offered to put the links we already have back into the watch is beyond me – why do we need to spend $to $for a new watch band?” Did you listen to the call that Karin and I had that you can state what I said was not true? I told Karin I was unsure if we had the links and ended the call that I was intending to hear back from Main Street and in the meantime I would see if I could find the links (which eventually I did)Instead, I get the letter from Karin that she's returning the watch because I stated I did not want to spend $30-$for the watchband I seem to be stuck in the middle of [redacted] saying one thing and Main Street Jewlers saying anotherI would not have had to contact the Revdex.com if Main Street Jewlers simply sent the watch back to [redacted] several times Also, I believe my concern is a customer service issue and they should WANT to be helping me – I have an issue with a product they have fixed for me several times, and it is still broken, so I had requested for them to send it back to the manufacturerAlso, I do not appreciate Karin refusing to get a message to MrR [redacted] or Mr R [redacted] not contacting me directlyI had been in several times to the store to see MrR [redacted] with the same issue and simply wanted to speak with him, as he is the jeweler and I explained to Karin (the office manager) that I wanted to speak with the jeweler I provided options for a desired outcome/settlement, none of which were having the additional links added back to the watchI have not experienced outstanding customer satisfaction and I believe I have the right to voice thatI also believe that I should be able to speak with the President of a company after having the same issue happen or times with a product he sold out of his storeI want nothing more than this watch to be fixedIn fact the last few times I brought it into Main Street Jewlers I asked it to be sent directly back to [redacted] , that's all I've ever asked forHow that translates into myself or the Revdex.com attempting to destroy a reputation is beyond me...all of the information I have said came from [redacted] has been directly quoted from the written correspondence from them, they were not paraphrased conversationsI believe when MrR [redacted] stated the following in his response he was referring to a conversation I had with Karin “Regardless of what the customer stated about having extra links at her home, that was not true!” - I would expect then that the call was recorded and he himself listened to it? How can someone state something is not true when they are going off a conversation they were not a part of??? Please review the original outcomes for desired outcome/settlement (directly copied below from original) I provided several outcomes to Karin that I would be happy with - none of which she was willing to listen to1) for Main Street Jewelers to buy back the watch 2) for Main Street Jewelers to take back my husband's watch in exchange for a discontinued watch they have in stock 3) for Main Street Jewelers to mail back the watch to [redacted] for repair (which was requested the last times the watch was dropped off to them) and instead of mailing the broken watch back to me, they could have mailed it to [redacted] 4) for Main Street Jewelers to reimburse me the cost it will cost me to mail the watch to [redacted] and their $shipping and handling feeThe email below is from [redacted] at Customer Service at [redacted] : "I showed the watch again to our technician he states that what the jeweler is saying makes no senseIf original parts are not being put back on the watch it will keep breakingAs stated before its best you send the watch to our cooperate officeYou can send your own prepaid label for us to ship it back to you if you do not want to pay the $for shipping and handlingThe repair would be covered we can put a new end cap and pin on itBecause $30-$is a little too much just for that piece/pin, if the jeweler is does not work with us anymore where is he getting the parts from to fix the watchIf you send the watch to me I will make sure its fixed correctly" So unfortunately the watch is back at the Jewelers and they tell me they no longer deal with [redacted] They are telling me the pin keeps breaking because the watch strap/chain is too shortThey want to charge us $or $to replace it - is that a likely explanation of why the pin keeps breaking? I told them I wanted to send it back to you or give it to the rep, that I wasn't paying shipping to send to you and that's when they told me they no longer deal with you.HelloI showed the watch again to our technician he states that what the jeweleris saying makes no senseIf original parts are not being put back on the watch it will keep breakingAs stated before its best you send the watch to our cooperate office Youcan send your own prepaid label for us to ship it back to you if you do not want to pay the $for shipping and handlingThe repair would be covered we can put a new end cap and pin on itBecause $30-$is a little too much just for that piece/pin, if the jeweler is does not work with us anymore where is he getting the parts from to fix the watchIf you send thewatch to me I will make sure its fixed correctly Regards, [redacted]

From:
"">mainjeweler@[redacted].comTo: [redacted]@myRevdex.com.orgSubject: Main Street Jewelers ID#[redacted]Date: Sat, Nov 10:42:-0500Dear [redacted], In reference to the above subject, complaint against my business, [redacted] Watch Coverified to me that no repair or watch had ever been logged in under the name [redacted], additionally speaking to the service representative they agreed that the watch replacement pins that had been provided multiple times at no charge, were probably no different than what they too would provideDuring my conversation with [redacted], they also agreed that the problem was more likely due to the watch being worn too tightly, and that the only real solution would be adding additional links back to the bandRegardless of what the customer stated about having extra links at her home, that was not true! In our business we add and remove links on a daily basis for customers, a simple and quick job, that on a watch purchased from us, is always a no charge repair job. [redacted] watches have been a very good item for us over many years, and we have sold hundreds of them, many very similar to the one that the [redacted]'s had purchased, and never have we had any issues like thisAs an offer to resolve this issue, I will at no charge offer to add back the additional links that [redacted] stated she had at home, and that will hopefully resolve this issue, that has been taken too far already! I'm in this business over years, and I know when a pin continually breaks on a watch, it is being worn too tightly or the band is being subjected to unusual stress. My business has had an outstanding reputation for customer satisfaction over many years, and if [redacted] or the Revdex.com is attempting to destroy that, than I will have no choice but turn this over to our business attorneyI hope that this does not escalate to that level, but your most recent letter states that I had no contact with you, when I in fact didPlease see the attachments, for additional notes and information that I had provided on November 2nd, 2015. Regards, Robert R[redacted] President, Main Street Jewelers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:First I will address Mr. R[redacted]'s
handwritten comments on the attachment to the response. I believe he
is misunderstanding the request. I requested for Main Street Jewlers
several times to send the watch back to [redacted], that is stated in the
complaint. You are right in confirming that per [redacted] nothing was
ever submitted under [redacted] – because after getting nowhere with
Main Street Jewlers trying to get the watch fixed I contacted [redacted].
I have all of their responses in writing. It seems the response Mr.
R[redacted] is reporting from [redacted] is totally different than what I was
told by [redacted]. All I've ever asked for from Main Street Jewlers was
for them to send the watch back to [redacted] for it to be repaired by
[redacted].
1 – I do not have the purchase date.
The computer would not allow me to continue without entering one. I
entered the purchase date as the date of the application and
immediately sent an email to the Revdex.com instructing for the record to be
updated or the purchase date removed, a photo is attached for proof.
You state the watch was serviced at the
Carbondale location – was it sent there? I have never been to your
Carbondale location, I've ALWAYS gone to the Main Street location.
2 – Who did you speak with at [redacted]
Watch Company and on what date? As stated above, that response of
[redacted] telling Mr. R[redacted] that replacement pins supplied by them would
probably not be the answer to the problem is NOT at all what I
received in writing from [redacted] – they told me - “I
showed the watch again to our technician he states that what the
jeweler is saying makes no sense. If original parts are not being put
back on the watch it will keep breaking.”
I have provided a copy of my
conversation with [redacted]'s representative, [redacted] as an attachment so
you can see their response, below are highlights directly copied from
those emails.
“There
no reason the pin should keep breaking unless the jeweler is not
putting the correct pin in it. “
“ I
showed the watch again to our technician he states that what the
jeweler is saying makes no sense. If original parts are not being put
back on the watch it will keep breaking. As stated before its best
you send the watch to our cooperate office.  You can send your
own prepaid label for us to ship it back to you if you do not want to
pay the $19.95 for shipping and handling. The repair would be covered
we can put a new end cap and pin on it. Because $30-$40 is a
little too much just for that piece/pin, if the jeweler is does
not work with us anymore where is he getting the parts from to fix
the watch. If you send the watch to me I will make sure its fixed
correctly."
In response to Mr. R[redacted]'s message:
You are correct that no repair or watch
had ever been logged in under the name [redacted] – that was my issue
all along. After it had broken several time and after having the pin
repaired several times I asked it be sent back to [redacted] to be
repaired. That never happened. On the most recent trip in, I included
a letter asking again for the watch to be returned to [redacted]. Instead
I received a call from Karin telling me that was not an option, you
no longer do business with [redacted]. As I had previously worked with
Mr. R[redacted] before I asked to speak with him directly. She told me he
was in Florida and not available. I asked her to take a message and
have him contact me. She told me that was not possible. I asked for a
message to be relayed from me to Mr. R[redacted] and she told me that was
also not possible. What Karin was saying did not make sense to me so
I emailed [redacted] with Karin's explanation of why the watch kept
breaking before agreeing to spend $30-$40 as quoted by her from the
repair. My message and their response is pasted below. Mr. R[redacted]'s
conversation he said he had with a rep who agreed that the watch
replacement pins that had been provided were probably no different
than what they too provide is NOT what [redacted] at [redacted] told me – the
direct quote from [redacted] is: “If original parts are not being put
back on the watch it will keep breaking”. With regard to Mr. R[redacted]
stating that the problem more likely due to the watch being worn too
tightly, why was this not presented to me one of the 5 or 6 times
before I brought the watch in?
Mr. R[redacted], please tell me what was not
true about “having extra links at her home”? I stated in my
complaint “Why it was not offered to put the links we already have
back into the watch is beyond me – why do we need to spend $30 to
$40 for a new watch band?” Did you listen to the call that Karin
and I had that you can state what I said was not true? I told Karin I
was unsure if we had the links and ended the call that I was
intending to hear back from Main Street and in the meantime I would
see if I could find the links (which eventually I did). Instead, I
get the letter from Karin that she's returning the watch because I
stated I did not want to spend $30-$40 for the watchband.
I seem to be stuck in the middle of
[redacted] saying one thing and Main Street Jewlers saying another. I
would not have had to contact the Revdex.com if Main
Street Jewlers simply sent the watch back to [redacted] several times.
Also, I believe my concern is a customer service issue and they
should WANT to be helping me – I have an issue with a product they
have fixed for me several times, and it is still broken, so I had
requested for them to send it back to the manufacturer. Also, I do
not appreciate Karin refusing to get a message to Mr. R[redacted] or Mr.
R[redacted] not contacting me directly. I had been in several times to the
store to see Mr. R[redacted] with the same issue and simply wanted to speak
with him, as he is the jeweler and I explained to Karin (the office
manager) that I wanted to speak with the jeweler.
I provided 4 options for a desired
outcome/settlement, none of which were having the additional links
added back to the watch. I have not experienced outstanding customer
satisfaction and I believe I have the right to voice that. I also
believe that I should be able to speak with the President of a
company after having the same issue happen 5 or 6 times with a
product he sold out of his store. I want nothing more than this
watch to be fixed. In fact the last few times I brought it into Main
Street Jewlers I asked it to be sent directly back to [redacted], that's
all I've ever asked for. How that translates into myself or the Revdex.com
attempting to destroy a reputation is beyond me...all of the
information I have said came from [redacted] has been directly quoted
from the written correspondence from them, they were not paraphrased
conversations. I believe when Mr. R[redacted] stated the following in his
response he was referring to a conversation I had with Karin
“Regardless
of what the customer stated about having extra links at her home,
that was not true!” - I would
expect then that the call was recorded and he himself listened to it?
How can someone state something is not true when they are going off a
conversation they were not a part of??? Please review the original 4
outcomes for desired outcome/settlement (directly copied below from
original)
I
provided several outcomes to Karin that I would be happy with - none
of which she was willing to listen to. 1) for Main Street Jewelers to
buy back the watch 2) for Main Street Jewelers to take back my
husband's watch in exchange for a discontinued watch they have in
stock 3) for Main Street Jewelers to mail back the watch to [redacted]
for repair (which was requested the last 3 times the watch was
dropped off to them) and instead of mailing the broken watch back to
me, they could have mailed it to [redacted] 4) for Main Street Jewelers
to reimburse me the cost it will cost me to mail the watch to [redacted]
and their $19.95 shipping and handling fee. The email below is from
[redacted] at Customer Service at [redacted]: "I showed the watch again to
our technician he states that what the jeweler is saying makes no
sense. If original parts are not being put back on the watch it will
keep breaking. As stated before its best you send the watch to our
cooperate office. You can send your own prepaid label for us to ship
it back to you if you do not want to pay the $19.95 for shipping and
handling. The repair would be covered we can put a new end cap and
pin on it. Because $30-$40 is a little too much just for that
piece/pin, if the jeweler is does not work with us anymore where is
he getting the parts from to fix the watch. If you send the watch to
me I will make sure its fixed correctly"
So
unfortunately the watch is back at the Jewelers and they tell me they
no longer deal with [redacted]. They are telling me the pin keeps
breaking because the watch strap/chain is too short... They want to
charge us $30 or $40 to replace it - is that a likely explanation of
why the pin keeps breaking? I told them I wanted to send it back to
you or give it to the rep, that I wasn't paying shipping to send to
you and that's when they told me they no longer deal with
you.HelloI
showed the watch again to our technician he states that what the
jeweleris saying makes no sense. If original parts are not being put
back on the watch it will keep breaking. As stated before its best
you send the watch to our cooperate office.  Youcan send
your own prepaid label for us to ship it back to you if you do not
want to pay the $19.95 for shipping and handling. The repair would be
covered we can put a new end cap and pin on it. Because $30-$40 is a
little too much just for that piece/pin, if the jeweler is does not
work with us anymore where is he getting the parts from to fix the
watch. If you send thewatch to me I will make sure its fixed
correctly.
Regards,
[redacted]

From: mainjeweler@[redacted].comTo: [redacted]@myRevdex.com.orgSubject: Main Street Jewelers ID#[redacted]Date: Sat, 14 Nov 2015 10:42:11 -0500Dear [redacted],                        In...

reference to the above subject, complaint against my business, [redacted] Watch Co. verified to me that no repair or watch had ever been logged in under the name [redacted], additionally speaking to the service representative they agreed that the watch replacement pins that had been provided multiple times at no charge, were probably no different than what they too would provide. During my conversation with [redacted], they also agreed that the problem was more likely due to the watch being worn too tightly, and that the only real solution would be adding additional links back to the band. Regardless of what the customer stated about having extra links at her home, that was not true! In our business we add and remove links on a daily basis for customers, a simple and quick job, that on a watch purchased from us, is always a no charge repair job.                           [redacted] watches have been a very good item for us over many years, and we have sold hundreds of them, many very similar to the one that the [redacted]'s had purchased, and never have we had any issues like this. As an offer to resolve this issue, I will at no charge offer to add back the additional links that [redacted] stated she had at home, and that will hopefully resolve this issue, that has been taken too far already! I'm in this business over 40 years, and I know when a pin continually breaks on a watch, it is being worn too tightly or the band is being subjected to unusual stress.                            My business has had an outstanding reputation for customer satisfaction over many years, and if [redacted] or the Revdex.com is attempting to destroy that, than I will have no choice but turn this over to our business attorney. I hope that this does not escalate to that level, but your most recent letter states that I had no contact with you, when I in fact did. Please see the attachments, for additional notes and information that I had provided on November 2nd, 2015.                                     �...⇄ Regards,                                    ...⇄ Robert R[redacted]                                                                                               President, Main Street Jewelers