New York Jewelry Company

Initial Business Response / [redacted] (1000, 8, 2015/09/30) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) This is an official response to a complaint filed against NY Jewelry on September 1, 2015, by [redacted] It is unfortunate this customer waited until she left my store to conclude she had suffered an injusticeOn the day of the repair, she walked out of the door thanking me for my work Her intent is questionableWithout complaining, she considered quietly walking away with a finished product without paying for itHer Revdex.com statement clearly says so"I should have taken my card back, not signed the receipt and just walked out with the ring too." In other words, she was willing to accept what she calls "poor craftsmanship." After the consumer asked for a refund, I returned the ring to her without the prongs I had installedEssentially, her jewelry was given back in its original condition This ring was oldRemoving one prong while the others were thin and worn would have been a disservice; an incomplete job I made several amends to please this customerSince I had to replace all four prongs at an additional cost of $20, I offered to give her a new, higher quality stone free I am not owed the consumer anymore remedyThe repair costs Mrs [redacted] is seeking are grossly overpriced, unjust and unfairHer quote shopping costs range from $to $and possibly higherI respectfully ask for the proof and the name of these other jewelers who she claims have disputed my work and qualifications As a small business owner, my reputation has been to consistently uphold quality work at a discounted price compared to the bigger jewelry storesIt is not uncommon for repair costs to vary from jeweler to jewelerUnlike my larger competitors, I do all the work myself on site, which enables me to set more affordable prices NY Jewelry could not have survived in the prestigious IDS downtown location since without superior, untainted business practices I have been in the jewelry profession for years, with a host of satisfied, long term customers This consumer has already discredited meMrs [redacted] apparently contacted the Revdex.com and simultaneously aired her side of the story online without regard to any formal and fair investigationNow I am faced with defending myself all over againThe same comments she posted on the Revdex.com site, she put on the Google website This disgruntled consumer has done considerable damage to a respectable businessThis is my livelihood and my lifelong careerI have too much at stake to risk frightening away customers I trust the Revdex.com will dismiss this complaint as having no merit I am also hopeful there will be no text of this unauthenticated complaint on your website The consumer has already publicly encouraged people not to visit my shopI have been harmed enough In my years as a jeweler in the Twin Cities, there has not been one complaint filed against my company with the Revdex.comZero issues and an A+ rating is an accomplishment and outstanding record for any business, big or smallI have worked diligently and morally upright my entire lifetime to claim this recordI am proud to stand behind this achievement Because of Mrs [redacted] 's rude behavior towards me, I am unable to talk with her one-on-oneNY Jewelry considers this case successfully resolved by refunding the consumer a full refund of $I am not responsible for anymore costsWe have done right by this consumer Thank you for listeningA copy of Mrs [redacted] 's credit refund is enclosed Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a customer going into a jewelry store I should not have to be just as educated if not more than the jeweler in order to receive quality serviceI trust that an establishment that says "repair" has the ability to actually repair jewelryHere are my additions 1- Once the jeweler decided that he needed to fix all prongs or that the cost was going to be higher, he did not call me to verify that I was ok with the additional cost or serviceThus when I visited the store I was faced with not taking my ring home or paying the additional costs after the work was competed 2- I said I should have taken my card back and left, but the card was already in their hands behind he counter, being chargedWhen I left and got into better lighting I confirmed that it looked awfulI called immediately and they said they didn't not remember me until I pressured them and they said they wanted to come back in 3- When I came in originally, I had prong missing, not When he hacked my ring off I left with noneThis is not equivalent to the same state that I entered the store in 4- Yes he "offered a stone" but it was not of higher quality and not even offeredI asked him to be careful with the stone and his response in a very bully tone was "your stone is worthless, I will give you another one because they are only worth $2." There was no mention of higher qualityNo action of getting an additional stone out and quite honestly he made me feel terribleJewelry is sentimentalIf you are worried about your reputation you aren't rude/abrasive/and degrading to people and their possessionsAnyone in my situation wouldn't have considered that a true offerAgain quality was never mentioned other than he pointed out that mine is apparently low qualityHe never pointed/showed any other gem so there isn't even a chance that I should have made a judgement of higher quality 6- Again the repair work was terrible, uneven, burnt, scratched, the gem was crookedDon't say you can repair a ring if you cannot actually do itMaking items sit back together is not a repair jobAgain it should be my assumption that I will get quality work when I ask if something can be fixed and my assumption is that I will get quality serviceI received neither of these in my interaction with NYI shouldn't have to research the industry to ask the right questions about tools, terms etc in order to understand that I will get what I am expectingI would think that for the general public replacing a prong on a simple designed ring should be one of the basics in repairEspecially when he said it would be "no problem" and would take an hour or less I don't know what the process is, but I can certainly share names/addresses/ phone numbers of the establishments I visitedIn fact, the one repair person gave me his business card and already offered to speak with NY jewelry to inform him how to fix a ring properly and which tools he should be usingThis jeweler stated that he was offended personally that someone in his trade would do such a poor job of repairI also informed him that I would be taking this to the Revdex.com and again that jeweler said he is comfortable speaking with you to to verify my interactionsMy feedback from him was it would have been $to fix in the original state, but by taking all the prongs off it was $because much more work was involved to build the ring back up rather than just repair existing materialsHe said it was the time involved not necessary the materials that increased the cost so dramaticallyIf NY is concerned about their reputation they should treat customers and their items with respect, be honest about their actual repair abilities and not bully them while they are in the storeMy "rude behavior" is my reaction to being treated terribly in every encounter with this companyI also never once thanked him for his workI would never do such a thing when really I left about ready to cry and did so immediately following my departureThis ring is very important to me and I was very hurt by his behavior, word, and the condition of my ringHe said I quietly walked away, but somehow I was also saying thank youDoesn't add upI was completely stunned with the company/service and didn't even know what to sayThis is also why I asked my husband to come back with meHe was so rude and abrasive that I needed support there with me to speak with him againAgain, my husband would account for the same statements I am making above In the end, I know in my heart that my account is true and my statements/accounts above are an accurate account as wellIt is my right to work with the Revdex.com and it is the public's right to understand that NY Jewelry has been unjust to a customer entering their storeRevdex.com I ask that you connect with me regarding the individuals that I have interacted with and I will share their details with you directly rather than just me speaking for them aboveI also ask that you look at the way NY degrades me in his response aboveThis is just a sliver of the rudeness I experienced while in store Thank you

Initial Business Response /* (1000, 8, 2015/09/30) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
This is an official response to a complaint filed against NY Jewelry on September 1, 2015, by [redacted].
It...

is unfortunate this customer waited until she left my store to conclude she had suffered an injustice. On the day of the repair, she walked out of the door thanking me for my work.
Her intent is questionable. Without complaining, she considered quietly walking away with a finished product without paying for it. Her Revdex.com statement clearly says so. "I should have taken my card back, not signed the receipt and just walked out with the ring too." In other words, she was willing to accept what she calls "poor craftsmanship."
After the consumer asked for a refund, I returned the ring to her without the prongs I had installed. Essentially, her jewelry was given back in its original condition.
This ring was old. Removing one prong while the others were thin and worn would have been a disservice; an incomplete job.
I made several amends to please this customer. Since I had to replace all four prongs at an additional cost of $20, I offered to give her a new, higher quality stone free.
I am not owed the consumer anymore remedy. The repair costs Mrs. [redacted] is seeking are grossly overpriced, unjust and unfair. Her quote shopping costs range from $63.95 to $240 and possibly higher. I respectfully ask for the proof and the name of these other jewelers who she claims have disputed my work and qualifications.
As a small business owner, my reputation has been to consistently uphold quality work at a discounted price compared to the bigger jewelry stores. It is not uncommon for repair costs to vary from jeweler to jeweler. Unlike my larger competitors, I do all the work myself on site, which enables me to set more affordable prices.
NY Jewelry could not have survived in the prestigious IDS downtown location since 1996 without superior, untainted business practices.
I have been in the jewelry profession for 53 years, with a host of satisfied, long term customers.
This consumer has already discredited me. Mrs. [redacted] apparently contacted the Revdex.com and simultaneously aired her side of the story online without regard to any formal and fair investigation. Now I am faced with defending myself all over again. The same comments she posted on the Revdex.com site, she put on the Google website.
This disgruntled consumer has done considerable damage to a respectable business. This is my livelihood and my lifelong career. I have too much at stake to risk frightening away customers.
I trust the Revdex.com will dismiss this complaint as having no merit.
I am also hopeful there will be no text of this unauthenticated complaint on your website.
The consumer has already publicly encouraged people not to visit my shop. I have been harmed enough.
In my 19 years as a jeweler in the Twin Cities, there has not been one complaint filed against my company with the Revdex.com. Zero issues and an A+ rating is an accomplishment and outstanding record for any business, big or small. I have worked diligently and morally upright my entire lifetime to claim this record. I am proud to stand behind this achievement.
Because of Mrs. [redacted]'s rude behavior towards me, I am unable to talk with her one-on-one. NY Jewelry considers this case successfully resolved by refunding the consumer a full refund of $43.11. I am not responsible for anymore costs. We have done right by this consumer.
Thank you for listening. A copy of Mrs. [redacted]'s credit refund is enclosed.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a customer going into a jewelry store I should not have to be just as educated if not more than the jeweler in order to receive quality service. I trust that an establishment that says "repair" has the ability to actually repair jewelry. Here are my additions
1- Once the jeweler decided that he needed to fix all 4 prongs or that the cost was going to be higher, he did not call me to verify that I was ok with the additional cost or service. Thus when I visited the store I was faced with not taking my ring home or paying the additional costs after the work was competed.
2- I said I should have taken my card back and left, but the card was already in their hands behind he counter, being charged. When I left and got into better lighting I confirmed that it looked awful. I called immediately and they said they didn't not remember me until I pressured them and they said they wanted to come back in.
3- When I came in originally, I had 1 prong missing, not 4. When he hacked my ring off I left with none. This is not equivalent to the same state that I entered the store in.
4- Yes he "offered a stone" but it was not of higher quality and not even offered. I asked him to be careful with the stone and his response in a very bully tone was "your stone is worthless, I will give you another one because they are only worth $2." There was no mention of higher quality. No action of getting an additional stone out and quite honestly he made me feel terrible. Jewelry is sentimental. If you are worried about your reputation you aren't rude/abrasive/and degrading to people and their possessions. Anyone in my situation wouldn't have considered that a true offer. Again quality was never mentioned other than he pointed out that mine is apparently low quality. He never pointed/showed any other gem so there isn't even a chance that I should have made a judgement of higher quality.
6- Again the repair work was terrible, uneven, burnt, scratched, the gem was crooked. Don't say you can repair a ring if you cannot actually do it. Making 2 items sit back together is not a repair job. Again it should be my assumption that I will get quality work when I ask if something can be fixed and my assumption is that I will get quality service. I received neither of these in my interaction with NY. I shouldn't have to research the industry to ask the right questions about tools, terms etc in order to understand that I will get what I am expecting. I would think that for the general public replacing a prong on a simple designed ring should be one of the basics in repair. Especially when he said it would be "no problem" and would take an hour or less.
I don't know what the process is, but I can certainly share names/addresses/ phone numbers of the 2 establishments I visited. In fact, the one repair person gave me his business card and already offered to speak with NY jewelry to inform him how to fix a ring properly and which tools he should be using. This jeweler stated that he was offended personally that someone in his trade would do such a poor job of repair. I also informed him that I would be taking this to the Revdex.com and again that jeweler said he is comfortable speaking with you to to verify my interactions. My feedback from him was it would have been $60 to fix in the original state, but by taking all the prongs off it was $240 because much more work was involved to build the ring back up rather than just repair existing materials. He said it was the time involved not necessary the materials that increased the cost so dramatically. If NY is concerned about their reputation they should treat customers and their items with respect, be honest about their actual repair abilities and not bully them while they are in the store. My "rude behavior" is my reaction to being treated terribly in every encounter with this company. I also never once thanked him for his work. I would never do such a thing when really I left about ready to cry and did so immediately following my departure. This ring is very important to me and I was very hurt by his behavior, word, and the condition of my ring. He said I quietly walked away, but somehow I was also saying thank you. Doesn't add up. I was completely stunned with the company/service and didn't even know what to say. This is also why I asked my husband to come back with me. He was so rude and abrasive that I needed support there with me to speak with him again. Again, my husband would account for the same statements I am making above.
In the end, I know in my heart that my account is true and my statements/accounts above are an accurate account as well. It is my right to work with the Revdex.com and it is the public's right to understand that NY Jewelry has been unjust to a customer entering their store. Revdex.com I ask that you connect with me regarding the individuals that I have interacted with and I will share their details with you directly rather than just me speaking for them above. I also ask that you look at the way NY degrades me in his response above. This is just a sliver of the rudeness I experienced while in store.
Thank you