Morgan Jewelers

7/31/Concerning the matter submitted on 7/28/2017, ID [redacted] , On December 2, 2016, this customer purchased a karat white gold Love Story semi-mount as well as the lifetime Peace of Mind Plan, which covers maintenance on the ring, at our Layton, UT locationThe ring was customized with a blue diamondThe customer came in the store on February 10, to have the ring rhodium platedOn April 9, the customer returned to have the center stone tightened and the ring rhodium plated againWhite gold is a soft metal that requires maintenanceBecause gold is naturally yellow, white gold is plated with a metal called rhodiumRhodium plating gives the white gold its white lustrous finish, however white gold rings scratch and the rhodium wears off, especially wide bands with more surface area that can scratchThere are many factors involved in the acceleration of rhodium wearing offThe customer did purchase the Peace of Mind Plan which covers unlimited maintenance under conditions including refinishing the ring and rhodium platingAfter researching this issue, I cannot see how the ring is defective in any wayUnfortunately, white gold will scratch, but we are more than happy to refinish the ring whenever the customer wishesOf course, Morgan Jewelers cares deeply about all of our customer’s satisfaction, please feel free to contact me with any questions or concernsSincerely, Michael H [redacted] Corporate Trainer (801)510-

Complaint: [redacted] I am rejecting this response because: I don't feel like Morgan Jewelers has accepted any responsibility for the defective necklace they sold us and the service, and treatment that was provided And with the last response lieing about what indeed happened My necklace broke the first time, it was replace The new necklace broke (thats twice now), they repaired it, it broke again (thats three times now) they repaired it It broke again (that's four times) They then replaced it again Same type of necklace broke once again, after a week of having it That is a total of breaks on the same type of necklace Now as I have mentioned before, thankfully I have noticed every time it broke, because Morgan Jewelers would not replace or repair this nicklace if I lost it, due to their product being faulty I have purchased plenty of other jewelry that would be considered lower end, that I still have + years later, that I used to wear every day, shower in, sleep in, and they have not broken once Morgan Jewelers needs to stand by their products and take resposibilty when they are selling jewelry that is defective Sincerely, [redacted]

8/4/2017Concerning the matter submitted on 7/28/2017, ID ***,After speaking with the customer following our initial response, we have come to a satisfactory agreement for both partiesMorgan Jewelers has exchanged the original ring with another style that both the customer and the company feel will serve her betterWe consider this matter closed and look forward to a positive relationship with the customer for many years to come.Sincerely, Michael H***Corporate Trainer(801)510-

3/28/2017Concerning the matter submitted on 3/24/2017, ID ***On September 9, 2013, this customer purchased a Beauty Bride ring as well as the Peace of Mind Plan, which covers maintenance on the ring, at our Logan, UT locationThe customer used their Morgan Jewelers credit account to pay
for the ring and Peace of Mind PlanThe Peace of Mind Plan states, "If plan or covered jewelry are purchased on credit, plan will be honored only while purchaser's account is current".On March 24, 2017, the customer brought the ring in to have the prongs retippedUnfortunately, the customer's account is not current which makes the Peace of Mind Plan invalid.After researching this issue, there seemed to be a miscommunication regarding when the Peace of Mind Plan is valid, which is why Morgan Jewelers will refund the cost associated with this repairIn the future, the Peace of Mind Plan will only be valid while the customer's account is current.Of course, Morgan Jewelers cares deeply about all of our customer's satisfaction, please feel free to contact me with any questions or concerns.Mike H***Corporate Trainer

I am very sorry to hear that there has been a misunderstanding with your purchaseIt is not uncommon for jewelry stores to display and sell bridal sets with a CZ center stoneThis is done as a means to make rings with larger center stones more affordableThis is especially the case with designer
lines which is what was purchasedOur sales staff is fully trained to disclose that these are CZ centersAlso, the description of the ring on the sales receipt does specify that it has a round CZWe strive to ensure that this is always fully disclosedHowever, if you are unhappy with your purchase I can offer possible solutions:You can return the ring to the store where it was purchased for a full refundWe will refund any money paid into it and clear the balance on the accountIf you would like to purchase a diamond for the center I would be happy to give a special price consideration.Please let me know which option you would like to exercise. Jim v***Vice President

The receipt I currently hold does not post CZ on itAnd the store manager is Tyson S*I was confusing him with Zack because he has helped me beforeThe person who actually sold me the ring was Tyson S*I have been in the store many times and he avoids meI do not understand whyHe could apologize and make it betterBut after going in multiple times probably about fourThat is why I wrote Revdex.com and called the authoritiesI will be going in at today to refund the purchaseThank you for solving this in a timely matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:  I don't feel like Morgan Jewelers has accepted any responsibility for the defective necklace they sold us and the service, and treatment that was provided.  And with the last response lieing about what indeed happened.  My necklace broke the first time, it was replace.  The new necklace broke (thats twice now), they repaired it, it broke again (thats three times now) they repaired it.  It broke again (that's four times) They then replaced it again.  Same type of necklace broke once again, after a week of having it.  That is a total of 54 breaks on the same type of necklace.  Now as I have mentioned before, thankfully I have noticed every time it broke, because Morgan Jewelers would not replace or repair this nicklace if I lost it, due to their product being faulty.  I have purchased plenty of other jewelry that would be considered lower end, that I still have 20 + years later, that I used to wear every day, shower in, sleep in, and they have not broken once.  Morgan Jewelers needs to stand by their products and take resposibilty when they are selling jewelry that is defective.
Sincerely,
[redacted]

Concerning the matter submitted on 2/20/2017, ID [redacted], On December 13, 2015, this customer purchased a sterling silver infinity pendant as well as the Peace of Mind Plan, which covers maintenance on the pendant, at our Clackamas Town Center location. The pendant has been broken three times and...

Morgan Jewelers has repaired it every time. On 11/28/16, Morgan Jewelers went as far as to replace the pendant, which is not required by the Peace of Mind Plan, as well as offering to exchange the item with another of the same value. After opting to replace the pendant with the same style, the customer was also given the option between two different chain styles for the pendant. The pendant has been broken again and the company offered to replace the chain with a heavier sterling silver chain. The customer rejected the offer to replace the chain demanding that Morgan Jewelers replace it with a white gold one. The store manager has researched this particular style pendant to find out if there have been any significant issues with other customers regarding this style, but couldn't find any. Of course, Morgan Jewelers cares deeply about our customers' satisfaction and supports the reasonable solution to install a heavier sterling silver chain on the pendant at no charge. Please feel free to contact me with any questions or concerns. Sincerely,Mike H[redacted]Morgan JewelersCorporate Trainer(801) 510-2884

I just received a rejection to our previous solution. Morgan Jewelers stands by the original resolution as a reasonable solution. Considering the circumstance, we will also return the item if the customer chooses. Thank you,

7/31/2017 Concerning the matter submitted on 7/28/2017, ID [redacted], On December 2, 2016, this customer purchased a 14 karat white gold Love Story semi-mount as well as the lifetime Peace of Mind Plan, which covers maintenance on the ring, at our Layton, UT location. The ring was customized with a...

blue diamond. The customer came in the store on February 10, 2017 to have the ring rhodium plated. On April 9, 2017 the customer returned to have the center stone tightened and the ring rhodium plated again. White gold is a soft metal that requires maintenance. Because gold is naturally yellow, white gold is plated with a metal called rhodium. Rhodium plating gives the white gold its white lustrous finish, however white gold rings scratch and the rhodium wears off, especially wide bands with more surface area that can scratch. There are many factors involved in the acceleration of rhodium wearing off. The customer did purchase the Peace of Mind Plan which covers unlimited maintenance under normal conditions including refinishing the ring and rhodium plating. After researching this issue, I cannot see how the ring is defective in any way. Unfortunately, white gold will scratch, but we are more than happy to refinish the ring whenever the customer wishes. Of course, Morgan Jewelers cares deeply about all of our customer’s satisfaction, please feel free to contact me with any questions or concerns. Sincerely,   Michael H[redacted] Corporate Trainer (801)510-2884