When the customer and his wife originally came in regarding the missing diamond in her bracelet, they were told that the diamond came out because the prongs were worn awayWe also explained that the other diamonds were at risk of falling out because the prongs were worn away like the prongs on the area where the diamond was missing The customer's wife directed me to only replace the missing diamond and to do the prongs that were necessary to hold it in place because, as she stated, she was not going to wear the braceletAfter making her aware of the risk, the customer's wife instructed me not to do any of the other prongs I would like to point out that when the bracelet was returned with another diamond missing, the customer initially insisted that it was the same diamond that we worked on (this statement made by the customer was in my original response to his com plaint and was not disputed in his response)Clearly, to insist that it was the same diamond that we worked on indicates that the customer was fully aware that we were only working on one area of the bracelet where the diamond was missing and all of the pron gs necessary to set the new diamond The customer received full value for what was paid I have no resolution to offer this customer He was very rude to me (also not disputed) and, for that reason , I believe that it would be best if they could find another jeweler with whom they can develop a relationship that works I wish them all the best
Knight' s Fine Jewelry/*** ***
On May 13,2014, the customer and his wife came in to the jewelry store with a diamond bracelet that had a diamond missing*** *** waited on them when they arrived and noticed the severity of the wear on the prongs and called me to the counterI
inspected the bracelet at the counter that day and informed the customer's wife that the diamond was missing because all the prongs necessary to keep it in place were worn awayI also informed her that day that almost all the pron gs on almost all the diamond s were also worn down like the prongs on the missing diamond putting the other diamonds at risk of falling outShe informed me that she did not want us to tip the other prongsI told her that if she was to wea r it out of the store the day she picks it up; she likely wouldn't get to the car before another diamond would fall outShe told me that she only wanted the one diamond worked on and she wasn't going to wear itThe bracelet was picked up on May 29, The charge for the repair work was three prong s at $each and one carat diamond at $for a total of$ On June 3, 14, the bracelet was brought back into the store with another diamond missingI was not in the store that dayWhen J returned the next day, I was informed that the bracelet had been returned with a diamond missing and that the customer insisted that it was the same diamond that we had worked onWhen called about the estimate to replace the second diamond , I informed the customer that it was not the same diamond and that it was easy to see because all the prongs that we tipped were visible; unlike the rest of the prongs on the other diamondsDuring the conversation I had with the customer, I was interrupted and "talked over" and wasn't able to express myselfAt one point in the conversation, l asked the customer if he was going to allow me to speak, that we weren't going to get anywhere this wayHe was quiet long enough for me to offer my appreciation for the fact that they were not happy and make an offer to replace the missing diamond at no charge and tip the other fourteen pron gs so diamond s would not continue to fall out for
a total of$ He was very annoyed and did not accept my resolution to the matterHe then wanted me to replace the missing diamond and tip all the prongs necessary to keep it in but not do the other pron gs I told him that we would end up right back where we started I listened for a while longer at his dissatisfaction and when I tried to speak he would , once again, speak over me and interrupt me I finally interjected and told him that I was very sorry that he was so angry and told him that I realized that we weren't going to solve anything with this conversation I informed him that the bracelet was here and I would appreciate it if he could please pick it upI said, goodbye and then I hung up The customer came in to the store shortly after the phone call that day and when I approached the counter, he told me that I should never hang up on a customer and I politely replied that, in fact, I don't have to take being treated like that from him or anybody We had a reasonable conversation where I got the chance to explain that by replacing the diamond at no charge, and tipping pron gs for a total of$was putting them in a better position I reminded him of the conversation I had with hi s wife the first time the bracelet came in to be worked onHe admitted to m e that he heard me tell her that a diamond would likely fall out if she wore it out of here, and he also admitted to me that day that he heard her tell me that she wasn't going to wear it He shook my hand , I asked him to let me know what they wanted to do and he left with the bracelet With all due respect, I do not have faith that we would be able to have a reasonable business relationship and so, therefore, I would prefer if the customer went elsewhere
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.
I'm sorry to say that the facts in the owners response are wrong. When the bracelet was brought in, there was no discussion about how many prongs needed repair. Rather, we were told that the bracelet would be evaluated and we would be called with an estimate. My wife did not say then (or later) that she only wanted one prong repaired. When we got the call for the repair it was for $125. There was never any mention that this would only be a partial repair or that it would be another $300 to repair all the prongs. I have attached a copy of the receipt which clearly says,"....set and supply 1 dia, tip/check all prongs. (if necc.) ALL prongs. In fact, in the owners own response to this complaint she says, "the repair work was three prong s at $30.00 each". So it's obvious, they repaired three prongs, not one and that ALL prongs were supposed to be checked, so they did not do the work properly.
When the customer and his wife originally came in regarding the missing diamond in her bracelet, they were told that the diamond came out because the prongs were worn awayWe also explained that the other diamonds were at risk of falling out because the prongs were worn away like the prongs on the area where the diamond was missing The customer's wife directed me to only replace the missing diamond and to do the prongs that were necessary to hold it in place because, as she stated, she was not going to wear the braceletAfter making her aware of the risk, the customer's wife instructed me not to do any of the other prongs I would like to point out that when the bracelet was returned with another diamond missing, the customer initially insisted that it was the same diamond that we worked on (this statement made by the customer was in my original response to his com plaint and was not disputed in his response)Clearly, to insist that it was the same diamond that we worked on indicates that the customer was fully aware that we were only working on one area of the bracelet where the diamond was missing and all of the pron gs necessary to set the new diamond The customer received full value for what was paid I have no resolution to offer this customer He was very rude to me (also not disputed) and, for that reason , I believe that it would be best if they could find another jeweler with whom they can develop a relationship that works I wish them all the best
Knight' s Fine Jewelry/*** ***
On May 13,2014, the customer and his wife came in to the jewelry store with a diamond bracelet that had a diamond missing*** *** waited on them when they arrived and noticed the severity of the wear on the prongs and called me to the counterI
inspected the bracelet at the counter that day and informed the customer's wife that the diamond was missing because all the prongs necessary to keep it in place were worn awayI also informed her that day that almost all the pron gs on almost all the diamond s were also worn down like the prongs on the missing diamond putting the other diamonds at risk of falling outShe informed me that she did not want us to tip the other prongsI told her that if she was to wea r it out of the store the day she picks it up; she likely wouldn't get to the car before another diamond would fall outShe told me that she only wanted the one diamond worked on and she wasn't going to wear itThe bracelet was picked up on May 29, The charge for the repair work was three prong s at $each and one carat diamond at $for a total of$ On June 3, 14, the bracelet was brought back into the store with another diamond missingI was not in the store that dayWhen J returned the next day, I was informed that the bracelet had been returned with a diamond missing and that the customer insisted that it was the same diamond that we had worked onWhen called about the estimate to replace the second diamond , I informed the customer that it was not the same diamond and that it was easy to see because all the prongs that we tipped were visible; unlike the rest of the prongs on the other diamondsDuring the conversation I had with the customer, I was interrupted and "talked over" and wasn't able to express myselfAt one point in the conversation, l asked the customer if he was going to allow me to speak, that we weren't going to get anywhere this wayHe was quiet long enough for me to offer my appreciation for the fact that they were not happy and make an offer to replace the missing diamond at no charge and tip the other fourteen pron gs so diamond s would not continue to fall out for
a total of$ He was very annoyed and did not accept my resolution to the matterHe then wanted me to replace the missing diamond and tip all the prongs necessary to keep it in but not do the other pron gs I told him that we would end up right back where we started I listened for a while longer at his dissatisfaction and when I tried to speak he would , once again, speak over me and interrupt me I finally interjected and told him that I was very sorry that he was so angry and told him that I realized that we weren't going to solve anything with this conversation I informed him that the bracelet was here and I would appreciate it if he could please pick it upI said, goodbye and then I hung up The customer came in to the store shortly after the phone call that day and when I approached the counter, he told me that I should never hang up on a customer and I politely replied that, in fact, I don't have to take being treated like that from him or anybody We had a reasonable conversation where I got the chance to explain that by replacing the diamond at no charge, and tipping pron gs for a total of$was putting them in a better position I reminded him of the conversation I had with hi s wife the first time the bracelet came in to be worked onHe admitted to m e that he heard me tell her that a diamond would likely fall out if she wore it out of here, and he also admitted to me that day that he heard her tell me that she wasn't going to wear it He shook my hand , I asked him to let me know what they wanted to do and he left with the bracelet With all due respect, I do not have faith that we would be able to have a reasonable business relationship and so, therefore, I would prefer if the customer went elsewhere
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.
I'm sorry to say that the facts in the owners response are wrong. When the bracelet was brought in, there was no discussion about how many prongs needed repair. Rather, we were told that the bracelet would be evaluated and we would be called with an estimate. My wife did not say then (or later) that she only wanted one prong repaired. When we got the call for the repair it was for $125. There was never any mention that this would only be a partial repair or that it would be another $300 to repair all the prongs. I have attached a copy of the receipt which clearly says,"....set and supply 1 dia, tip/check all prongs. (if necc.) ALL prongs. In fact, in the owners own response to this complaint she says, "the repair work was three prong s at $30.00 each". So it's obvious, they repaired three prongs, not one and that ALL prongs were supposed to be checked, so they did not do the work properly.