Master Jewelers

Initial Business Response /* (1000, 19, 2015/06/15) */
At Master Jewelers we are appreciative of our customers and we are here because of them. Once in while there is a communication error. In this instance the customer, [redacted], was informed by one of the owners and the jeweler that two...

custom bands could be designed for her at a cost of $540.00 each for a total of $1,080.00. The sales associate not realizing that it was per ring, only collected for the balance of one ring. Once the error was realized, the owner contacted Ms. [redacted] and she brought in the remaining $540 immediately without question because she knew of the original agreement. As soon as I became aware of the complaint I contacted Ms. [redacted] but she did not respond to the call for the opportunity to come in and discuses the discrepancy. We apologize for the mistake that the receipt did not show "each." It is not possible to design and provide two 14kt white gold and diamond custom bands at $540 and the customer was well of aware of this fact. It is unfortunate that a customer would knowingly take advantage of a family run small business and file a complaint to be compensated for money she knew she owed and then paid for. Master Jewelers will take steps to correct the way receipts are printed in the future to prevent issues like this from occurring again. We strive to provide exceptional customer service and complete satisfaction.
[redacted]
Owner/Operator
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 21, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have done business with Master Jewelers for all of our jewelry needs - they even helped design our wedding bands, so we have not, nor have we ever taken advantage of this business. I was told by [redacted] that his son, the sales associate in question, made a mistake. When we originally went into to get a quote, I was shown the amount for two bands and they were in the $200 range for regular bands. When he stated that it would be 'a little bit more' for custom, I agreed. When [redacted] started calling me, weeks after the rings were picked up and paid for, he stated his son went on a leave of absence and had made a mistake and I still owed $540. I did go and pay them that week as I was very confused. Only when I got home and dug out the original receipt did I question this transaction. The customer service was horrible with the numerous calls hounding me for the money. I have received one and only one message from [redacted], last week (week of June 15th) stating that he has no idea why their is an issue. If his son made a mistake, then the customer should not have to pay nor get hounded about 'their' mistake. I realize that I never should've written the check without having my original receipt available, but this is horrid business practice. It's a shame because as I stated, we've used them for all of our jewelry needs, but we will never use them nor refer them again.
Final Consumer Response /* (4200, 28, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company made a mistake and expected their customer, whom had done numerous orders for custom rings and necklaces, to pay for it.
A correction to the statement that the business made above - the salesperson whom I had always dealt with in making the custom pieces ([redacted]) was the same person who told me the amount of [redacted] and gave me the receipt upon payment. It wasn't until his father got involved that a 'mistake' apparently had been made. I made a mistake in paying another [redacted] due to the phone calls I was receiving which also stated that [redacted] was now on a leave of absence.
To make things worse, I have now had a second diamond fall out of a second band. This is the second time their workmanship has been an issue. These diamonds placed in my bands were my mother's and are irreplaceable on a sentimental level, but this place has proven to be less than professional.
I realize that I will not get my money back and now I have to worry about wearing the wedding bands we had created because I am losing diamonds.
Final Business Response /* (4000, 30, 2015/09/03) */
Again as I stated before, if we thought there was a chance that we were wrong we would have immediately accepted responsibility and refunded the money. Thousands of customers have had no problems with their custom work and we warranty all pieces. This is the first we have heard of any issues she may have with the rings. Despite the dispute, we still back our work and correct the problems if it is a warranty issue. Her recollection of the original quote is faulty as we have said. A second jeweler witnessed the phone call to her regarding the quote and her acceptance and go ahead. This matter is closed and any further claims are harrassment and an attempt to bully our business into refunding money not due.