Pleasant Hill Coin & Jewelry Exchange

Here is my response to ***'s response per your letter dated ***: We are proud of this business and have learned a valuable lesson through this exchange with ***We should have dumped the items out onto the counter when she inspected them so that we could see them on cameraObviously we made a mistake by not taking "the items out onto the counter," and should have done thatThat is our policyElizabeth

Complaint: ***I am rejecting this response because:
I appreciate the business's responseRather than assign blame for this mistake and infer that I lost an item and still requested compensation, accept the responsibility that we both made a mistakeNeither the store nor I were attentive to what was in the envelope, neither of us put the items on the counter to confirm everything was thereWhen I looked in the envelope, I did not look carefully
Integrity and honesty are not earned with blame
The valuable lesson here is for both the customer and the business to verify that the contents of every item returned is in the envelope. Sincerely,*** ***

[redacted] is a loan customer of ours. We loan (pawn) on jewelry and coins. She did a loan with us where she used 3 items for collateral, 1 ring and two cuff links. When it came time for her to pay off the loan and collect her items she came in to take of it. She paid us back in full and we...

handed her an envelope with her 3 items located inside. We have this exchange on video. Our staff handed her the envelop, she looks inside and with her pointer finger moves the pieces around, and then signs a legal document stating that she received her items back at that time and date. She later phoned us and told us that one of the cuff links was missing. At that time we had just put in a new surveillance system and it took me two weeks and multiple vendor visits to access the recorded video. We think that she lost one of the cuff links after she left our shop because we have video of her inspecting the envelope and a legal document she signed stating that she received all of her items. We decided to offer her money because we are not in the habit of having upset customers. We invited her to come in and gave her $[redacted] in cash. That value is the same value that we loaned to her with 3 items. We feel this was extremely generous and that this matter has been resolved. The replacement cost that [redacted] came up with was a replacement cost to custom build two matching cuff links. That request was beyond reason. Our company has been in business for 20 years, won "business of the year in Pleasant Hill" in [redacted] for our philanthropic efforts throughout the local area, and is known for our professionalism and honesty with our customers. I personally serve on a local non-profit board that supports local foster youth and one of our owners was President of our local Rotary club last year. We are proud of this business and have learned a valuable lesson through this exchange with [redacted]. We should have dumped the items out onto the counter when she inspected them so that we could see them on camera.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The store policy is one that should have been followed and I hope that it always is in the future. When I checked, I assumed everything was there as it always had been and did not check carefully, had the contents had been placed on the counter, we would have realized a piece was missing. I do wish that Pleasant Hill Coin and Jewelry would treat their customers with respect and responsibility. What if this had happened to her? For example, she went to a business and she had always taken care of her responsibilities and payments and there was an oversight on both her part and the business's. How would she feel if the business treated her as if she was being dishonest when she said there was an item lost. Again, I agreed to the resolution of this and appreciate the compromise. We both learned to follow policies and insist on checking carefully.
Sincerely,[redacted]
Sincerely, Jacquelyn [redacted]