King's Jewelry *** *** **
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*** *** ***Dear Revdex.com:Regarding complaint ID *** from*** *** *** *** **
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***Before we received this complaint from Mr*** I had already spoken to his
wife concerning this problemMr*** has acted very aggressively on line leaving numerous negative comments about my business onlineHere is our response to Mr***.After speaking to Mr***’s wife on the phone and she explained the situation to me I reached out to the staff to get a better explanation of the problemHere is what employee I had to say: The rings were brought in on 11-25-to tighten stones in the wedding band and to size both the wedding band and engagement ringOn -11-Mrs*** came in stating that she lost a stone in the engagement ring and that it was because it was recently sized here (months ago)She came in to pick up her rings and when I pulled the envelope out, I let her know that there was only ring, and she immediately stated she '’Thought” she had sent them both out, but needed to call her husband as he has a better memory than herOnce she was off the phone she immediately started apologizing to me for the trouble for which I told her there was no need to apologize, that we just wanted to make sure we looked everywhere so that we could locate the ringShe said "Let me make sure I didn’t throw it in my purse” as she proceeded to tell me she "Throws” her rings in her purse and wears a larger 'Fake” pair when she is around certain peopleWe continued to look for the ring and I asked her if she could check the pockets in her purse just to be thoroughAt this point she asked for a bag so that she could take everything out of her purse to show that it wasn't in thereAt no point did I ask her to dump out her purse., she volunteered thisAt no point did she comment on a “black" stone on the ring when she came to pick it up so if that happened it was at a different timeI told her we would do everything we could to find her ring and if it was our fault we would take care of it, at no point did any of us show any "bad attitude”She left and within about minutes we found the ring, I immediately called her to see if she was still in the mall to identify it, she was already on her way homeI apologized for the inconvenience, but she said it was fine as she works near here and would come in within the next couple of daysI apologized again to which she then proceeded to tell me she understands these things happen as she used to work at a competitor and saw this happen all the timeWhen she came back in to identify the ring and also later to pick them up we never "glared" at herI treated her like any other customer and again apologized for her inconvenienceIn fact when she walked in to pick up the rings, she apologized again for the trouble for which I again reiterated she had nothing to apologize and that I was again sorry for any inconvenience we caused her.Employee 2Here are my thoughts being that I had only exchanged a few words to the couple, more like I greeted them both timesThe first initial time they came into the store Rudy and I both worked with the coupleRudy talked to them while I wrote up the repair slips, we took rings in that day from them (the engagement ring and the wedding band) they both needed sized and the WEDDING BAND had a few stones loosealso at no point during the repair process did the customers dispute any pricing for the what they had to pay for the rings to be sizedSo we handled the repairs for them and sent them out to the jeweler as we usually doWe even made it easier telling them that they could pay at pick upAbout a month later or so from picking the initial repairs up, she brings the rings back into the storeShe then proceeds to tell us that one of her stones had fallen out of the ENGAGEMENT ring and that they were both previously sized wrong initiallySo the other sales associate helped her out and wrote the repair slip up for herI guess whenever she went to send the rings out the wedding band must have slipped out the bag, and both rings never made it to the jewelerAlthough the rings were sized wrong there was nothing ever mentioned to any associate when she had picked them up regarding the initial repairs being sized wrong or anything because nothing was documentedThe stone that had fallen out, was out the engagement ring and not the wedding band which we initially tightenedWe did nothing to the engagement ring accept size it to what they had asked.From the corporate officeI did speak with your wife several weeks ago about this problemShe told me that she was very happy with the customer service she received from the staff until the ring went "missing”Then she told me that one of my employees (she described him as a black man with dreads) "demanded” she empty out her purseI called the person she accused of this and it ends up it was not him at all, but instead it was another female associateAccording to my staff your wife thought the ring was in her purse and they suggested that she look in there for it (not demanded her to empty her purse)I also found out that the ring was never missing but simply fell out of the repair envelope in a locked drawerFor that we are very sorry! I got sick the next day and was out of the office for almost weeks because of illness and a jewelry show in FLI had my store support person reach out to her the next dayThe ring was purchased in the past from King’s Jewelry by someone else then you purchased it used for her which is fineShe was upset that the warranty did not transfer from one customer to anotherThe diamond that you're stating was discolored was in fact discolored due to rouge that was left behind from the repairThe store manager explained that it was just rouge and promptly cleaned it for herHe also apologizedAfter speaking with my store support person, your wife was very satisfied with his response and he offered a gift card for the inconvenience which she graciously acceptedA week later the gift card which was mailed out was for some reason returned to senderThe store support person immediately called your wife and verified addressShe laughed off the situation explaining that she had been having difficulty with the local postal serviceShe also stated that she had returned to the store with no issuesIn conclusion I do sincerely apologize for the misunderstandingWe are a family owned business and take every customer complaint seriouslyI was unable to talk on the phone at all for days due to an irritation in my throat that caused me to cough uncontrollably every time I spokeI wish this could have been handled differently on my end and the fact that the sizing was wrong the 1st time is unacceptableAs of 2-13-we are sending a refund check to you for the amount spent on sizing the rings, and your wife stated that she will no longer come into the store and work with usSo not only are you getting a refund, but you also got a gift card in the mail.In conclusion King's Jewelry did make a mistake when sizing her rings and did temporarily misplace her wedding bandWe apologized to Mrs*** on the phone and refunded the money they spent on getting the rings sized plus sent them a gift certificate for their time and our mistakesWhat Mr*** is stating is true to some extent, but did leave many details out or over exaggerated other detailsWe are a small family owned business and we wear many hats at the corporate officeI handle complaints when they get to me, but I try and have my head of operations take on as many as he canI am not at my desk or in the office for days at a time because I am in stores, at shows or managing the day to day activities in our companyThere can be a few days that go by before I am able to return calls and for this I am sorryI wish the *** family would have had a better experience with us because in today's economy every customer counts more than everOne customer's negative experience can lead to countless people hearing about it through the internet and social media as Mr*** is trying to doI hope this tells our side of the story and gives you a better picture of the events and timeline as they unfolded.Thank you,David P***Vice-President
King's Jewelry *** *** **
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*** *** ** ***
*** *** ***Dear Revdex.com:Regarding complaint ID *** from*** *** *** *** **
*** ** ***
***Before we received this complaint from Mr*** I had already spoken to his
wife concerning this problemMr*** has acted very aggressively on line leaving numerous negative comments about my business onlineHere is our response to Mr***.After speaking to Mr***’s wife on the phone and she explained the situation to me I reached out to the staff to get a better explanation of the problemHere is what employee I had to say: The rings were brought in on 11-25-to tighten stones in the wedding band and to size both the wedding band and engagement ringOn -11-Mrs*** came in stating that she lost a stone in the engagement ring and that it was because it was recently sized here (months ago)She came in to pick up her rings and when I pulled the envelope out, I let her know that there was only ring, and she immediately stated she '’Thought” she had sent them both out, but needed to call her husband as he has a better memory than herOnce she was off the phone she immediately started apologizing to me for the trouble for which I told her there was no need to apologize, that we just wanted to make sure we looked everywhere so that we could locate the ringShe said "Let me make sure I didn’t throw it in my purse” as she proceeded to tell me she "Throws” her rings in her purse and wears a larger 'Fake” pair when she is around certain peopleWe continued to look for the ring and I asked her if she could check the pockets in her purse just to be thoroughAt this point she asked for a bag so that she could take everything out of her purse to show that it wasn't in thereAt no point did I ask her to dump out her purse., she volunteered thisAt no point did she comment on a “black" stone on the ring when she came to pick it up so if that happened it was at a different timeI told her we would do everything we could to find her ring and if it was our fault we would take care of it, at no point did any of us show any "bad attitude”She left and within about minutes we found the ring, I immediately called her to see if she was still in the mall to identify it, she was already on her way homeI apologized for the inconvenience, but she said it was fine as she works near here and would come in within the next couple of daysI apologized again to which she then proceeded to tell me she understands these things happen as she used to work at a competitor and saw this happen all the timeWhen she came back in to identify the ring and also later to pick them up we never "glared" at herI treated her like any other customer and again apologized for her inconvenienceIn fact when she walked in to pick up the rings, she apologized again for the trouble for which I again reiterated she had nothing to apologize and that I was again sorry for any inconvenience we caused her.Employee 2Here are my thoughts being that I had only exchanged a few words to the couple, more like I greeted them both timesThe first initial time they came into the store Rudy and I both worked with the coupleRudy talked to them while I wrote up the repair slips, we took rings in that day from them (the engagement ring and the wedding band) they both needed sized and the WEDDING BAND had a few stones loosealso at no point during the repair process did the customers dispute any pricing for the what they had to pay for the rings to be sizedSo we handled the repairs for them and sent them out to the jeweler as we usually doWe even made it easier telling them that they could pay at pick upAbout a month later or so from picking the initial repairs up, she brings the rings back into the storeShe then proceeds to tell us that one of her stones had fallen out of the ENGAGEMENT ring and that they were both previously sized wrong initiallySo the other sales associate helped her out and wrote the repair slip up for herI guess whenever she went to send the rings out the wedding band must have slipped out the bag, and both rings never made it to the jewelerAlthough the rings were sized wrong there was nothing ever mentioned to any associate when she had picked them up regarding the initial repairs being sized wrong or anything because nothing was documentedThe stone that had fallen out, was out the engagement ring and not the wedding band which we initially tightenedWe did nothing to the engagement ring accept size it to what they had asked.From the corporate officeI did speak with your wife several weeks ago about this problemShe told me that she was very happy with the customer service she received from the staff until the ring went "missing”Then she told me that one of my employees (she described him as a black man with dreads) "demanded” she empty out her purseI called the person she accused of this and it ends up it was not him at all, but instead it was another female associateAccording to my staff your wife thought the ring was in her purse and they suggested that she look in there for it (not demanded her to empty her purse)I also found out that the ring was never missing but simply fell out of the repair envelope in a locked drawerFor that we are very sorry! I got sick the next day and was out of the office for almost weeks because of illness and a jewelry show in FLI had my store support person reach out to her the next dayThe ring was purchased in the past from King’s Jewelry by someone else then you purchased it used for her which is fineShe was upset that the warranty did not transfer from one customer to anotherThe diamond that you're stating was discolored was in fact discolored due to rouge that was left behind from the repairThe store manager explained that it was just rouge and promptly cleaned it for herHe also apologizedAfter speaking with my store support person, your wife was very satisfied with his response and he offered a gift card for the inconvenience which she graciously acceptedA week later the gift card which was mailed out was for some reason returned to senderThe store support person immediately called your wife and verified addressShe laughed off the situation explaining that she had been having difficulty with the local postal serviceShe also stated that she had returned to the store with no issuesIn conclusion I do sincerely apologize for the misunderstandingWe are a family owned business and take every customer complaint seriouslyI was unable to talk on the phone at all for days due to an irritation in my throat that caused me to cough uncontrollably every time I spokeI wish this could have been handled differently on my end and the fact that the sizing was wrong the 1st time is unacceptableAs of 2-13-we are sending a refund check to you for the amount spent on sizing the rings, and your wife stated that she will no longer come into the store and work with usSo not only are you getting a refund, but you also got a gift card in the mail.In conclusion King's Jewelry did make a mistake when sizing her rings and did temporarily misplace her wedding bandWe apologized to Mrs*** on the phone and refunded the money they spent on getting the rings sized plus sent them a gift certificate for their time and our mistakesWhat Mr*** is stating is true to some extent, but did leave many details out or over exaggerated other detailsWe are a small family owned business and we wear many hats at the corporate officeI handle complaints when they get to me, but I try and have my head of operations take on as many as he canI am not at my desk or in the office for days at a time because I am in stores, at shows or managing the day to day activities in our companyThere can be a few days that go by before I am able to return calls and for this I am sorryI wish the *** family would have had a better experience with us because in today's economy every customer counts more than everOne customer's negative experience can lead to countless people hearing about it through the internet and social media as Mr*** is trying to doI hope this tells our side of the story and gives you a better picture of the events and timeline as they unfolded.Thank you,David P***Vice-President