metro pawn

I purchased a 1.5 ct. solitaire diamond ring from Metropawn for $8918.25 back in December to give to my wife on our anniversary in February. When it came to the return policy, the store manager explicitly stated that a full refund would be given if the ring was proven to be fake or "not what we sold you." I took the ring to an appraiser and the ring came in over $2000 lower than the sale price because the carat weight was .15 less than advertised as well as a color and clarity grades that were also below the store's appraisal. When I came down to MetroPawn on 2/14/2015 I presented the appraisal and counterfeit discovered along with the ring for a refund in full. After they compared and matched the ring up with all of the information they had in their inventory, assistant manager [redacted] offered me a store credit in the amount paid of $8918.25. I was told they did not have the ability to process a refund, but they would either grant me a store credit for the return or they could try to seek out a solitaire diamond that matched that of the one I was supposed to receive back on 12/23/14. Deeming this unacceptable, Metropawn offered to mail the ring to their own appraiser under the condition that they would process a full refund if their second appraisal came in lower than the sale price. Finding this peculiar, I contacted my bank and, under their advisement, filed a dispute to protect myself while leaving the ring in their possession. The ring was never sent to the appraiser and remains in their possession. To make matters worse, half of the purchase price was refunded due to the disputes that were filed while they are trying to keep the other half of my money with the egregious claim that I returned a different ring to them. MetroPawn has already approved and issued a refund in the amount of $$4,418.25 with regards to the counterfeit that took place back in December 2014 and the remaining $4,500.00 is due and needs to be applied as well. To hold on to the ring and my money is unacceptableProduct_Or_Service: 1.5 ct. Women's Solitaire Diamond Ring Desired SettlementConsidering that $4418.25 of the $8918.24 has already been refunded due to the filed claim on the three methods of payment used to purchase the ring, the remaining $4500 should be refunded as well. It is unfair that Metropawn can retain possession of the ring and my money. Business Response The customer did in fact purchase a ring from us, however his account of the situation is not true. The ring was purchased for $8918.15 on 12/21/14 as a Christmas gift stated by the customer. He was explained to that there was a 30 day return policy which included exchange or store credit. The customer is claiming he returned the ring however was actually told to come back when the store manager was in and we would discuss the issue further. He was told to bring back the ring and the original EGL certification from time of purchase (which he stated he lost the paperwork) He was to come back the following day and never showed up. The manager called the customer and asked if he would be coming in and he said yes, he would be in after his work day, he never showed up to work on the issue. We did not here from the customer again even after several unanswered phone calls. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The most important thing is being left out of their response is that Metro Pawn remains in possession of the ring. The ring was accepted into their possession on 2/14 by assistant manager [redacted] after being inspected by both he and another employee. After comparing the ring to their appraisal he said that he could "see me concern" and would have the ring sent to their appraiser to compare the carat size, weight, color and clarity to what was on the EGL certification (which I NEVER said was lost) before processing a cash refund. The ring was to be mailed on 2/16/15.I was never asked to come back with the ring as they already had it. This is a very significant detail that they are leaving out. I would not be disputing a ring that I still had in my possession. There was only one phone call made to me by the assistant manager [redacted] on 2/16. A voicemail was left by him to contact him and I returned his call. The conversation was brief and he asked if I could come to the store. I specifically told him that I was working and would not be able to make it down there before they closed. I asked if the ring had been sent to GIA and he said it wasn't yet. I asked why and he said that it would be but they wanted me to come to the store. Due to my work schedule, I would be unable to leave work and drive to their place of business. I asked for him to have the store manager call me. He said that would be fine and the manager ([redacted]) would be giving me a call back. I have not heard from them since that day and have the call logs to prove it. For them to flat out lie that they have been trying to contact me is ridiculous. It has been almost five months and I've received only one phone call by Metro Pawn and that was the voicemail [redacted] left on 2/16/15. Of the disputes filed, it makes very little sense why they would refund only half the money (2 of the 4 charges were refunded) but they still remain in possession of the ring. They have even gone so far as to suggest that the ring I returned was fake. Unlike the merchant, as a regular working class man I do not have multiple 1.5 carat diamond rings laying around my house to swap out. They are the ones who are and have attempted to pull one over the consumer and when busted they are trying to do everything they can to keep not only the ring so that they can sell it to another unsuspecting customer as they did with me.More importantly, the claim check I have clearly states that they accepted the ring and it was to be sent to a GIA appraiser. To this day I do not know whether the ring was sent to the appraiser or if they simply sold it to another customer. Either way, it is only fair that they refund the rest of my money. I don't have half a ring so why do they think it is fair to only refund half of the money?Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This response does not resolve the fact that Metro Pawn is still in possession of the ring and has not made contact with me since the ring was taken into their possession and supposed to be mailed to the GIA appraiser.As mentioned in my previous response, I was contacted on Monday AFTER the ring was supposed to be mailed and asked to come in. I made it very clear to [redacted] that I was working and would not be able to make it in. I specifically asked him to have the store manager, [redacted], call me directly. If it is Metro Pawn's motto to go "above and beyond" then why has this issue not been resolved and I have yet to be called about the status of the ring. Once again, if the rest of the funds were refunded, because, after all, I am not in possession of the ring, this would not be issue. However, with Metro Pawn maintaining possession and only refunding half of the money, this is quite far from going "above and beyond."More significantly, if it is about going "above and beyond" then why would I be sold a ring that appraised for far less than the selling price with a lower carat weight, color and clarity and not have this matter immediately resolved. Being sold a ring that is not as described is a major issue and it should be understood why the customer would feel that a pawn shop is "pulling one over on the customer."The bottom line is that Metro Pawn has both the merchandise and half of my money. That is simply not good business practice and has yet to be explained by Metro Pawn how this will be resolved. To continue to debate whether or not I came in on a Monday after the ring was returned to them and supposed to be sent to a GIA certified appraiser is a moot point. This situation needs to be resolved and the funds returned to my card. Final Business Response The bottom line is we asked the customer to come back in and discuss the issue at hand. He is stating he never spoke to any of us except thru voicemail, which is entirely not true. He was asked to come back in the following Monday to speak with the store manager and he agreed. When he did not show up the manager personally called and he apologized for not coming in as he was tied up at work but would be in after his work day, so we waited and he never showed up to discuss the issue he was having. The next time we heard anything at all about the issue was when he started disputing the purchase thru his CC companies. As far as "pulling one over on the customer" well that is just not what we are about. We have been in business since the early 90's and go above and beyond to make our customers happy.

I went to Metro Pawn on 50 East Grove Street in Reno, Nevada on June 6th, 2015 to go pay the loan back on my [redacted] 32" flat screen television set so I could bring it home. When I was given back the television, I noticed some pretty hefty scratches on the screen that were not present when I initially left it there. When I explained this to the tall gentleman that had the glasses on who was behind the counter, he only said, "All we do is put it on a shelf, I don't know how that happened." I then told him that it was not there before I left it and he then became very defensive and said "Are you accusing me?", I immediately stepped back, because this was a big guy and told him that I was not accusing him of anything. He was very argumentative and told me "You are accusing me of scratching your TV." I told him that I was just telling him that there were scratches present that were not there when I got the loan. He then said to me with a very rude attitude, "What do you want me to do about it?" I felt threatened at this point and just left before there was any violence. I am very upset because all I wanted was my TV back after I had paid for it. In the same condition that it was left. And when I came to get it back it was ruined. And when I approached the employee, I felt like the guy wanted to fight. Immediately he was defensive which makes me think they knew it all along.Product_Or_Service: Loan on an [redacted] Flat Screen TelevisionDesired SettlementI want this posted everywhere for other businesses and people to see so that they can see the poor ethic that this place provides. I have heard of bad things from this place before but I always give it the benefit of the doubt. Not this time.Business Response Once the customer brought up the issue to our Manager at the Grove location my Manager explained to him how his item was stored and asked him how we could resolve the issue. The customer then grabbed his item and left the store without really allowing us to to do anything. The customer since then has brought that exact item back into another one of our locations without any issues. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accept the response only because there is nothing else that I can do about this situation. I did grab my item and walk out, yes. The guy was at least twice my size and my family was right behind me. His tone changed immediately when I pointed out that my television was scratched and I felt like the guy wanted to hit me, he was telling me that I was accusing HIM of scratching it, when all I said was "This was not here when I left it", not even in a bad tone or anything, I was kind of surprised this would happen, I thought they took better care of people's items. The fact that I brought it to another location a few weeks later is irrelevant. I went somewhere else, where I did not feel threatened. I use the South Virginia location usually but happened to be in the neighborhood and stopped at the Grove Street location, now I know, it was a bad decision on my part. I have told everyone I know about how poor that certain individual is and warned them not to go there. I want more people to know. You cant treat people like this and get away with it. If I treated a customer like that at my job, I would be unemployed real quick.

SALESPERSONS USE DECEPTIVE MARKETING PRACTICES TO SELL PRODUCTS !!! I HAVE BOUGHT ITEMS FROM THE 5 STREET LOCATION RENO,NV ALSO HAVE PURCHASED A FIREARM FROM THE SOUTH VIRGINA STREET STORE.","neg-1