Picasso Pawn

I purchased a brand new steamer from Picasso Pawn. The machine does not work. I returned it with the receipt. Picasso will not refund my money. On March 25, I [redacted] purchased a brand new SteamFast steamer from Picasso Pawn located on 1715 Holloway St Durham NC 27703. The next day I opened the box to use it and it did not work. I am a regular customer of this store. I just spent $500.00 a few days before and on March 25, 2016 I spent $94.00. I returned the item on March 28,th and they informed me that it was nothing they could do because I did not purchase a warranty. Well when you go in [redacted] they do not have warranties on steamers or small items and if the product is brand new it should work. If the product does not work then it is returned for credit or exchange. I contacted the owner [redacted] to see what he could do and he stated that it was company policy that you must purchase a warranty. I stated to him that the sales clerk informed me it was new so I did not purchase a warranty because of that. The owner was very rude and not willing to assist a long time customer. The steamer was $40.00 dollars and I have spent thousands of dollars in his place of business. The owner treated me like I was nothing. I just want a store credit or my money back. You can not sell a brand new product to a customer and then turn around and tell them you can not assist them. No one expect to buy something new and it does not work. Then you return it and they are not willing to assist you.Desired SettlementI would like a store credit or a refund. I just want it to be fair. The company stole $40.00 from me. I have spent so much money with this company. The owner was very rude and disrespectful.Business Response On Tuesday March 29th I received a call from Ms. [redacted] concerning this transaction. When I took the call I had no prior knowledge of it. Ms. [redacted] began the call by stating that she owned several businesses and that she was a "good" customer. She explained to me she had purchased this steamer on Friday and that she could not get it to work. She told me the price she paid for it and continued to repeat over and over again her contention that it was new but would not work. I tried on several occasions to speak. I wanted to ask questions and find out all details of what had been discussed with our staff. During the conversation that lasted over 15 minutes she repeatedly interrupted me. When I attempted to make a point she became agitated and repeating all the reasons she felt that we should either give her a refund or a credit. I never had the opportunity to fully explain to her that we are a pawn shop and we sell used merchandise. We have no control over what has happened to this merchandise both before we purchase it and the after the customer leaves the store with it. It is to this end we sell all merchandise in an "as is" condition. What Ms. [redacted] does not mention in her complaint is that the steamer was priced $59.95 but we had given her a $20 discount. She also failed to mention that when she was in the store a few days before, the store manager informed her that if she bought the item and wanted a warranty the "Picasso Promise" would be an additional $5. With the warranty she could have exchanged the item or received a store credit for use at any of our locations, for any reason, no questions asked. She returned the following Friday to purchase the item and she was again offered the Picasso Pawn Promise by our assistant manager who handled the transaction. Ms. [redacted] declined to take advantage of this offer. Many of our customers do purchase this warranty when they buy from us.If we were to allow one customer privileges that others pay for without making the same numeration it would be a disservice and unfair to those who do. In addition, it bothers me that Ms. [redacted] holds that I have been rude to her. I made it a point to be anything but. Throughout the conversation with her on that Tuesday and the subsequent conversation I had with her husband on Monday, I felt that they were going to continue to rant and rave about this until I either lost my temper or gave them what they wanted which I was not prepared to do. I have talked extensively with our Store Manager and the associates involved. I am confident we have done nothing to this customer to make her feel as if she is "nothing". I told her that I was sorry for the problem that she had with this item and that I appreciated her business. I told her that I would be happy to give her and especially good price on her next purchase. Unfortunately, throughout all these conversations, her interruptions and aggressive tone most likely made it difficult to hear anything but the fact that I was not going to let her brow beat me into submission. We pride ourselves in making all efforts to be fair to every customer. We don't define a good customer by the amount of money they spend in our store necessarily. I am sorry that Ms. [redacted] declined to spend the extra $5 for the warranty. I cannot in good conscience confer benefits of a Picasso Pawn Promise to her when so many others pay to receive it.

I purchased a phone at 6pm and was not able to test due to closing. Phone does not work per verizon and they will not give me my money back.I purchased it at 6pm and battery was dead so I was unable to test. They told me if it did not work to return it in the AM and they would replace or refund.They do not have another verizon phone and they are now only letting me do store credit when they do not have a phone there for me???Desired SettlementI want my money back in order to go purchase a new phone elsewhereBusiness Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]@ldpm.comOn August the 13th of this month the customer mentioned in this complaint purchased a cell phone from us. In addition, she purchased a Picasso Pawn Promise along with this phone. The Picasso Pawn Promise is a warranty that affords our customer's the opportunity to return an item for almost any reason for exchange or credit. The terms are explicit, we don't offer cash refunds on merchandise we sell. The on the following day her husband called the store demanding a cash refund. Our General Manager explained to him the terms of the sale and warranty. She also informed him of the phones we had available if she wanted to exchange it. When the customer returned later the same day, she selected another phone. She bought an additional warranty with the new unit and came in today and exchanged that phone for a DVD player. She bought a warranty with the DVD player as well. It is clear that she has an understanding of our warranty program. She has purchased it on more than one occasion. She has also used its features to exchange merchandise that did not satisfy her. The warranty affords that convenience to those that buy it. I am sorry that there has been some misunderstanding, but given the customer has returned the second phone and exchanged it for a DVD player we have held up our end of the bargain to its fullest. If the customer has any more issues with our merchandise or the way that she is being treated by our staff or management I encourage her to call me personally at our corporate office and discuss it.

First there are multiple reasons, not only refund/exchange, but also customer service, repair, product,and warranty. My husband has purchased two diamond rings from this location, the first purchase was in 2012 where he bought me a diamond ring within a week or two I had to take it back because a stone had fallen out, got the ring back and within a month the exact same stone had come out again... So now fast forward to 2015, my husband upgraded my old wedding set and purchased a new one from the same store... Bought the extra one year warranty and everything, with in two months a diamond fell out of this one.... So here we are two rings and three diamonds later.... I was upset naturally, took the ring over the the store, told the manager [redacted] that I was upset about this and explained why... He said he would put a rush on the repair. Two day s later I still had not heard anything back so I call at 9:30 in the morning, and [redacted] said oh it is showing in transit let me call my tech and I will call you right back, 5 hours later I still had not heard anything back so I called back again, and [redacted] then stated oh the jeweler is on vacation I told him if this is how you treat your customer who pay for a warranty I would hate to see how you treat one with out the warranty. A bit later [redacted] from corporate called and asked what was gong on, I told him why I was upset and he wanted to know what he could do to fix it, I said fix my ring, he then started getting a bit loud and overbearing, and I went into the whole two rings three stones and all again, by the end of the conversation he stated that to just bring the receipt keep the engagement ring that went with the set and I would get a full refund, I repeated it back to him just like he said it in front of witnesses and he agreed. Went over to store today to do the trade and was told that was not what was said. [redacted] lied and said he never said that called me insane and then advised that I was not getting the ring or a refund back. Take him to courProduct_Or_Service: Diamond wedding setAccount_Number: Receipt# XXXXXXDesired Settlement[redacted] also told me I was no longer allowed on any of "HIS" properties and if I stepped foot on either one he would have me arrested. I was gong to have my husband handle this issue from her out because of how I was being treated, meaning that my husband would be communicating with Picasso Pawn from now on [redacted] said "Tell your husband I will meet him anytime, anywhere" Meaning that [redacted] was ready to get into an alercation with my husband. I want what I was promised,the engagement ring and a refundBusiness Response /[redacted]/I found out about this situation when I was told we were looking for a diamond to replace one that had fallen out. In the conversations with staff on this I found out that the customer was upset because she was given a repair date on this item that was beyond one we could meet. Somewhere in all this we dropped the ball. I don't know if the manager was not informed of our jeweler's vacation or if he did not remember. Either way we failed to meet a customer's expectations. I also heard that the manager was upset because of the way this customer was addressing him. This manager is one our best when it comes to dealing with our customers. I have never received one complaint about his customer service. Thinking that I had an opportunity to rectify the situation I personally contacted this customer and asked her "What can I do to make this right for you." This began as what I can only describe as a tirade. Over and over again she repeated that this was the second time this had happened and over and over again she said that she wanted the ring back repaired. During the entire conversation this woman was condescending, rude and disrespectful. While I tried to be polite and respectful, her demeanor and uncooperative attitude brought out the worst in me. I realized that in no way I could ever make this women happy and finally in exasperation I told her that if she would bring the other part of the wedding set back with the receipt I would just give her a full refund. To which she responded she would send her husband over to take care of it. I called our manager and related to him the conversation and instructed him to give her the full refund if she provided her receipt and returned the rest of the set. The next day I received a call from the manager who stated that she was in the store expecting us to give her a full refund, the entire price of the set without returning the remainder of it. This set contained a wedding band and engagement ring. The engagement ring was the most valuable part of it. I asked him to let me speak to her and he did. She continued to argue with me that I had agreed to fully refund the purchase price without requiring her to return it. In over 25 years in dealing with the public, I have never considered such a preposterous request. Even if I had made such a statement which I did not there is absolutely no justification for such. There were several people in the office that heard the conversation and confirm that I did not say this. It is far outside of our business model to issue refunds like this. We sell our merchandise at deep discounts to retail prices and refunds are not something we usually do. We do offer a warranty and this customer did purchase one. It afforded her the replacement of the stone that came out and we were more than willing to do so. I am truly sorry that the communication was not such that we couldn't have this done in time to meet her desires. I am also sorry that it has come to this.In the 25 plus years in dealing with all kinds of people in this business I can't recall anyone ever being quite so hard to please. There was absolutely nothing I felt I could do to mitigate her ire in all this. In exasperation I finally made the decision to refund the purchase price but did request the merchandise be brought back. She sent a coworker over with the other piece and she did obtain the refund. She used foul language and, she said that she was going to "send her husband over there" in a very threatening tone more than once. I did tell her that I would meet her husband over there if she wanted to, not to have an altercation but in hopes that someone on that side of the dispute would have been more reasonable. Regardless, I have asked her to not to do business with us any longer. I will not have our associates and managers subjected to verbal berating and abuse. We are not in the business of turning away customers but we will not suffer the degradation of respect for it. We have returned the money to her and we have the merchandise. I can't think of any reason for there to be any further discussion on the matter. Consumer Response /[redacted]/First, I never said that I would send my husband over anywhere to handle anything. I stated that I would have my husband take over with this matter... [redacted] is the one that stated in a condescending tone and this is word for word, " I will meet your husband anywhere anytime that he would like" in no way would I ever have my husband do anything to jeopardize his military career by having any kind of dispute in any manner verbal or physical, and I have a witness that heard him say this because I had the phone on speaker, just like I have a witness that heard me repeat and [redacted] say yes about a refund and me keeping the engagement ring.... As far as meeting my expectations.... My expectations when I called two days later on a status update on what was going on with my ring and [redacted] said he would check in to it and call me back shortly, to me shortly is within an hour maybe two, when I did not hear from [redacted] on hour five yes I was upset, as I am in customer service and when I tell a customer I will call back shortly when I have the information that is exactly what I do, I do not under any circumstance wait five hours and then have my customer call me back asking for information... And if me telling the manager that "If this is how you treat your customers that purchase extended warranties from you I would hate to see how you treat your customers that do not purchase these warranties" As far as [redacted] goes, at no time was he ever trying to be helpful, not from the first moment of any of the conversations we had.... From the very first phone call within two minutes I could hear in his voice that he did not want to deal with this issue, he started making excuses from the minute I answered the phone... In the last conversation [redacted] even admitted that he probably did say to go get a refund and to keep the engagement ring, this was after I told him I had two witnesses that heard the original conversation and the promise, which to that he replied " Well I have three, so what are you going to do now? Take me to court if you want, because I am not giving you a refund or the band back" I also see how [redacted] left out the part about how he said to me (again I have a witness to this) "You are insane" and slammed not hung up but slammed the phone down. I have replaced this set with a much better set by a more reputable store, upon shopping for most of the day on Saturday I received a lot a feed back from other places in reference to Picasso Pawn and there was a lot of negative feedback. The first ring that my husband had purchased from there he paid close to $400.00 for and at multiple stores we were told that we were way overcharged one store even went as far to say that they would only have charged about $69.00 for this exact ring.. I showed a picture of the latest ring purchased and was told that even at the price we paid that was discounted, just from the picture my husband paid too much, we now have a 1.5 carat wedding set that has papers and is certified and my husband only had to pay $76.87 dollars more... than what we replaced. According to other shop owners and reviews I have read Picasso Pawn is not a reputable store and this is not the first time that [redacted] has made "promises" and then said that those promises were never made, this is also not the first time that [redacted] has lied saying that he never said things that he knows and I know he said along with witnesses that I have.. Not to worry.... Picasso Pawn will never get another dollar from my husband or anyone that we know... I also would like to say that [redacted] is not a man that supports his troops or the veterans such as my husband, because when he did state that " I will meet your husband anytime anywhere" I had literally just told him my husband was military and an Iraq veteran, and nothing I stated concerning my husband was in a threatening manner, if [redacted] would actually recall the true events of the original phone conversation, I told him that I would have my husband call him, because I could not handle this situation because of the way that he was speaking to me.... To [redacted]: As a business owner/ manager/ or whatever your position is with this company, as a locally owned and operated company you were not a pleasant man to talk with on the phone... From the very first moment we spoke I could tell in your voice that you were not interested in resolving the issues I had, you were the one who was condescending and rude to me, regardless of what you have said in your response you and I both know that I was not threatening you with my husband, as I stated I would never jeopardize my husband military career over something like this, as a consumer I only expect what I am promised and in no way shape of form did you or your store do anything close to what you said or promised. I am done with this issue for now, I do not want or expect a response to this because in the end it turned out way better than what you or your company could have done, not that you tried to rectify the issue. We bought two separate diamond rings from you on two separate occasions and both were a disappointment as far as the quality of diamonds and the quality of your jewelers work to make sure the diamonds were secure in the first place... But I would like to thank you for giving me the pleasure in getting my new wedding set, which again is a much higher quality at a better price that what my husband purchased from your store....

Bought ring @ Christmas. Was told we had 1 free sizing in front of hubby & daughter. Went to have it sized was told no. great business practice.I spend over $300 at this shop for Xmas. Bought a ring for my daughter in law, who was flying in from Florida for Xmas. Was told by the sales lady because I was hesitant to buy not know her size that we had 1 free sizing up or down a size. I was told this in from of my daughter and husband. 2 days after Christmas we went in to get the sizing and I was rudely told no. I am completely ussatisfied.Desired SettlementSizing the ring up one size.Business Response /[redacted]/Bought ring @ Christmas.Christmas? This was at least three months ago. From the information given we have no idea from which of our 10 locations this transaction occurred. I don't know who conducted this transaction on our behalf.Was told we had 1 free sizing in front of hubby & daughter. We do not offer free sizing in the normal course of our business. We do offer a Picasso Pawn Promise that includes a free inspections and one free sizing for a year. It appears that the customer provided no indication that this was purchased with the ring.Went to have it sized was told no. great business practice. I spend over $300 at this shop for Xmas. Bought a ring for my daughter in law, who was flying in from Florida for Xmas. Was told by the sales lady because I was hesitant to buy not know her size that we had 1 free sizing up or down a size. I was told this in from of my daughter and husband. 2 days after Christmas we went in to get the sizing and I was rudely told no. Who was rude and what did they do to make the customer feel they were being treated rudely. This is the first time that I have been notified of any dissatisfaction about this sale. Why the three month wait. No one was contacted in our main office about this. I am completely ussatisfied (sic).Truly we have concern for any dissatisfied customer. This location has a new manager and we are doing everything we can to insure that our operation the best around. Please come back to the store and ask for the manager and let's find a way to work this out. We are not in the business of making unhappy customers. Consumer Response /[redacted]/After no responses from my social media blasts I knew a Revdex.com was the only way to get a response, so yes after 3 months I filed a Revdex.com. This happened at the Raleigh Capital Blvd store.When we bought the ring we also bought an ipod nano, a digital camera and a flat screen TV.Who should I contact? My cell is # XXX XXX XXXX or you can email me at [redacted]@yahoo.comThanks,Final Consumer Response /[redacted]/I spoke with [redacted] and I am completely happy with the resolution he has offered to me and feel at this time the complaint can be closed as satisfied.