Modern by Megean Contemporary Jewelry

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]In regards to the business's response, I disagree with nearly all of the explanation given While it is true that we recieved a sheet with instructions for proper care of the stone, the rest of her response I will have to respectively disagree withEspecially the information regarding "no warranty" on sale items While she says it may be posted at various spots around the store it was not brought to either my or my husbands attention Because if it had I can assure you no purchase would have been made I could understand something possibly happening after many years, but to have the stone break after not even a full day of wearing the ring would indicate that there was a flaw in the stone.At this point I will not do business with this individual now or ever again! I will take the ring elsewhere to be repaired, and consider this a expensive lesson learned.At this point I do not care to hear any further fabricated correspondence from the business and consider the matter closed.Thank you for your assistance, I expected better from a local business Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
In regards to the business's response, I disagree with nearly all of the explanation given While it is true that we recieved a sheet with instructions for proper care of the stone, the rest of her response I will have to respectively disagree withEspecially the information regarding "no warranty" on sale items While she says it may be posted at various spots around the store it was not brought to either my or my husbands attention Because if it had I can assure you no purchase would have been made I could understand something possibly happening after many years, but to have the stone break after not even a full day of wearing the ring would indicate that there was a flaw in the stoneAt this point I will not do business with this individual now or ever again! I will take the ring elsewhere to be repaired, and consider this a expensive lesson learnedAt this point I do not care to hear any further fabricated correspondence from the business and consider the matter closedThank you for your assistance, I expected better from a local business
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]In regards to the business's response, I disagree with nearly all of the explanation given.  While it is true that we recieved a sheet with instructions for proper care of the stone, the rest of her response I will have to respectively disagree with. Especially the information regarding "no warranty" on sale items.  While she says it may be posted at various spots around the store it was not brought to either my or my husbands attention.  Because if it had I can assure you no purchase would have been made.  I could understand something possibly happening after many years, but to have the stone break after not even a full day of wearing the ring would indicate that there was a flaw in the stone.At this point I will not do business with this individual now or ever again!  I will take the ring elsewhere to be repaired, and consider this a expensive lesson learned.At this point I do not care to hear any further fabricated correspondence from the business and consider the matter closed.Thank you for your assistance, I expected better from a local business.
Regards,
[redacted]

Initial complaint received from Revdex.com on 10/10/14.  All charges are legitimate fines and fees previously assessed to Amanda Bolen.  Initially, items were not returned and assumed lost.  Text messages were sent and bill notices.  Collection agency notice was sent...

2/25/14. Items returned  3/13/14.  Total is collection agency fee and overdue amounts. 
 
PATRON MAY CONTACT [redacted] AT THE MAIN LIBRARY ([redacted] TO ARRANGE PAYMENT.
 [redacted]
Library Manager

There was an opal ring put on layaway that was purchased at a 20% discount from the customer’s husband on 6/08/15 and was picked up on 6/24/15. During the sale of this ring the customer was fully disclosed on opal gemstones, the extreme softness and how porous of a stone this is. The customer was...

also instructed on how to clean and care for this gemstone and ring mounting. This purchase was made with our manager. During the time of sale there were 3 signs in, by, or on top of the jewelry case that states that rings sold with a discount have no warranties, guarantees, or refunds. The customer is responsible for sales tax, sizing charges, and soldering charges. Another sign stating that sale rings are sold "as is" with no warranties, guarantees, or refunds is also posted in the case. Another sign states our return policy and jewelry repair terms and conditions is posted stating that all jewelry that is returned or exchanged must not be worn, broken or chipped stones are not a manufacturers defect, it is due to wear and tear and is not warranted (all jewelry is inspected prior to the sale of the item). Also stated is that we cannot accept the responsibility for chipped stones or breakage of fracture filled, enhanced stones, soft or imperfect stones. It is also stated that there is no warranty on any goldsmith or silversmith work. This is posted in 4 different places throughout the store. At the time of pick up the husband was given a basic jewelry care sheet on how to take care of fine jewelry (which is also taped to our check-out counter. See both pictures. This states that jewelry should be removed during manual tasks to prevent physical damage or exposure to chemicals or cleaning fluids, and that some tasks should be avoided when wearing jewelry including kitchen work, gardening, cleaning the house, etc.) There is also a mounting guarantee posted at the check-out counter that states that for thirty days from the date of purchase, we guarantee the mounting for your diamond, emerald, ruby or sapphire against manufacturer defects in material or workmanship. We will repair or replace your mounting if any manufacturer defects are found during this period. Warranty does not apply to damaged jewelry or stones due to normal wear of the piece. Mounting guarantee does not apply to lost or chipped stones. We suggest a regular 3 month inspection of all fine jewelry (at no charge) to prolong the life of your fine jewelry. On 6/30/15 that opal ring was exchanged for the opal in the picture I have attached. At the time of sale, the customer saw our “sale rings are sold as is with no warranties, guarantees, or refunds” in the two different spots in the case. The owner had said that the only thing covered would be if there were a manufacturers defect, which is a 30 day warranty from the date of purchased. Broken or chipped stones are not a manufacturer’s defect. The customer needed stabilizing balls put onto her ring to fit. The customer was given a $50 price break for the goldsmithing work after she had complained that she could get it done cheaper somewhere else. Also stated at check-out is our return policy which includes that all repairs or goldsmith work is done at the customer’s own risk. We also have a policy printed at the bottom of every receipt, including layaway and repair receipts, that all sale items are non-returnable, and any return or exchange that is made must be made up to 7 days after the purchase, and can only be returned for in-store credit. The ring was given to Modern by [redacted]’s goldsmith, and there were instructions to pull the opal from the mounting. The hot work was done and the opal was set back into the mounting. At which time our goldsmith inspects all gemstones under magnification. Modern by [redacted]’s manager, sales associate, and owner also inspected the ring under magnification. Any modifying or adjustments to the ring also void the manufacturer’s warranty (which putting stabilizer balls on the bottom of her ring would be considered modifying or adjusting the ring therefore the manufacturer’s warranty would be null and void for this ring). The customer then purchased this ring from the owner at a 25% discount and the customer had many questions about opals. She stated that she had never owned an opal therefore the owner fully disclosed the care and cleaning for opals to the customer. Customer later stated on the phone that she has previously owned opals and knows how to take care of them which is contradictory to her previous statement on the date of both sales. At the second time of sale the customer was given a second basic jewelry care instruction sheet, but she declined because she said that she had already read it and has a copy. The customer returned to the store to pick up the ring that had been repaired (stabilizer balls). The customer looked at the ring, stated that is was beautiful and perfect, and placed the ring on her finger. The customer was about to leave and stated that she was going to go home to clean for an upcoming graduation party. We reminded her of how porous of a gemstone an opal is and that she needed to be very careful with it, and to take it off while cleaning, during the time of going from inside to outside with air conditioning and hot temperatures (which may cause an opal to crack under extreme temperature change). Customer was given an appraisal for insurance purposes, but left it on the counter because she was in a rush to get home to clean for the upcoming party. The customer called the store on 7/13/15 and notified a sales associate about how she chipped her stone at a party. She was very upset, demanded and assumed that we would pay to fix the stone. The customer was asked to call back and speak with owner who would be in the office the following day. On 7/14/15 the customer was called back by the owner. The owner had asked what had happened, and the customer stated that she wore this ring to a party and the following morning she woke up, looked at her ring, and noticed that it was chipped. The owner confirmed with the customer that when it left the store the ring was in pristine condition. The customer stated that the ring was 100 percent in pristine condition when she left the store. The owner then stated to the customer that if she had a problem when it came in from the goldsmith that it should have been brought to our attention before she left the store with it on her finger. As previously stated, this ring was inspected by 5 people and no issues were found. The owner asked the customer if she thought it was our fault that the stone chipped, and the customer replied with “no”. She was then asked if she thought it was our goldsmith’s fault, and she replied with “no”. The owner then asked that if it was not our fault or our goldsmith’s fault, then who was at fault, and she stuttered with no response. The customer called other local jewelry stores who informed her that they would replace the stone at no charge, and the owner had said that of course the competition would tell her what she would like to hear. Other jewelry stores in town do not know anything about the details of this sale. This store has its own policies, as do other businesses. The owner had suggested that she take this to her insurance company because an appraisal was provided to her. The customer then tried to give an example that if she bought a very expensive BMW vehicle and drove the car and the engine broke that she would be able to bring it back to the place of purchase. The owner informed her that that would be a manufacturers defect. The owner then gave the example that if she were to buy an expensive car and drive it off the lot, get in an accident or dent the door, the place she purchased it from would not cover it and that it would be an insurance claim. The owner also gave another example because the customer continued to argue that we were responsible for paying for the chipped stone that I could have a crystal glass for 30 years and have no problem, I could also have a crystal glass and walk out of the store and drop it. I could not go back to the place of purchase and demand them to pay for it because I broke it. That is not a manufacturer’s defect. This is an unfortunate occurrence therefore the owner was willing to compromise by offering to pay for half of the replacement and all of the goldsmith charges. The customer agreed with the solution that we had come up with, and did not once ask for her money back. The replacement gemstone would be of comparable quality. Throughout this entire phone conversation, the owner kept calm and tried to help the customer understand the situation while the customer was very aggressive and demanding. We pride ourselves in customer service and have won Best Customer Service, awarded Best Jewelry Store in Manitowoc County for 6 consecutive years, won Entrepreneur of the Year and was nominated for Small Business of the Year. This is the first issue we have ever encountered, and we believe that we have fully disclosed how to care for the gemstone and ring mounting. Therefore I think it is unreasonable to give a full refund after the ring has been compromised, personalized, and worn. Under no circumstances was the owner loud, rude, or accusing the customer of lying. She simply stated the facts, store policies, and a solution that included the owner taking responsibility for 50% of the replacement stone. I also believe that this was an extreme action to be taken after the customer and owner had already agreed on a solution.