New York Diamonds

Review: Fixing a watch band was not addressed properly.

When I came to NY Diamonds, I asked to fix my father's wristband for his watch. After selecting and applying the wrong size without checking, other customers came in and were attended to before finishing my request. When I asked to finish my watch and re-size the band, the associate became belligerent and called the manager. When I said the associate didn't finish my request, the manager proceeded to make racist comments, claiming "I don't know English (they assumed I was Mexican, since I have an Italian accent) and this is not the way it works in America, so wait your turn!" I asked to finish fixing my watch and they made me wait 20 min.s to get my refund for no reason. I have never been so offended. Desired Settlement: Although I received a refund, I want to have my watch wristband fixed, which is a simple task. I don't understand why such a simple thing turned into a racist, offensive experience.

Business

Response:

Initial Business Response

I am really sorry this got blown out of control. The customer picked out the watch band and my Sales person took it back to the Goldsmith (repair person). He put the band on that Mr. [redacted] had selected and she brought the watch with the selected band back to him. He tried it on his father and it was not long enough. We did have one extra long band and she told the customer that as soon as [redacted] (repair person) was finished with the older couple he was helping at the counter, he would switch the bands for him. The Sales clerk had taken the watch and new band and put it on the work bench to be completed. The clerk proceeded to help other customers. Mr. [redacted] expressed loudly that he wanted to be helped and didn't want to wait. He called the clerk unprofessional and stupid, that she should have known it would not fit his father. She expressed to him that it shouldn't be much longer, but he had to finish working with the older couple and then we could have the watch band changed. he then repeated loudly that she was unprofessional (for letting him pick out the wrong band) he wanted his money back and the old band back on the watch. She went to the cash drawer and got his money and the original copy of the receipt, by then the Goldsmith had excused himself from the older couple he was working and went to his bench to put the customer's band back on his watch for a refund. I took the watch and money to the customer (he was still ranting about her being unprofessional), I asked him for the return of his copy of the receipt and he threw it behind the counter on the floor. I picked the copy off the floor, he was still yelling loudly, I told him he should learn manners, we were only trying to help him.

There was never a mention of race, both the sales person and my Manager are Hispanic, as well as my one granddaughter. Race never entered in to this.

What is really upsetting was Mrs. [redacted] came in yelling about things she said took place that was completely false, interrupting our business with customers in the store. I told her that what she indicated took place was not true, she should confirm it again with her husband, She sad "Well he is my husband". I again repeated what he said was not true.

She also posted bad things on the internet about the situation, not confirming anything that was said. I feel that she should remove the bad remarks. Please feel free to contact me.