Pritchard's Jewelry Design & Repair

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Dear Sir/Madam,Ref: Your letters re [redacted] 's ComplaintMy company has been in business for close to years and thisis the firs.t time acustomer reported us to the Revdex.comI don't recall of anybody actuallydoing this to ruin our reputation as a small business for a jewelry repair that can easilybe remedied.References are your letters dated September that we received on 9/8/2017and a 2nd letter dated September re [redacted] 's complaint.The case in point started when her boyfriend , [redacted] engaged our services tomake a custom-made diamond engagement ring with the initial price of$ + 8%sales tax on 11/14/He put in a down payment of$ that day; 2"d payment of$on 11/18/2014; and a last payment of$ on 3/16/He didn't pick up thering right awayOur records indicated that there's a big time gap between the 2"d andthe 3rd payment; months gap between these paymentsln our course ofbusiness, this doesn't happenHowever, since the boyfriend is a friend of my daughterKristin (our Goldsmith who worked on the ring), she took it upon herself to cut him aslackThe 15-month period that any item is not picked up ties up your capital and laborinvested into it when that money could have been used for other projectsOur layawayprogram is only between 3-months.Our records show that the actual amount he paid for the ring is only $ plus tax= $ There was an upgrade made to the ring, the center stone was changed to abigger one; a new ring mounting was changed entirely from 14K yellow gold to a 14kwhite gold and a band was added; hence the total of $ 2,However, the originalring in 14k yellow gold was fully credited by our employee which is beyond belief;without my knowledge and against store policyAll custom-made designs or ringsaltered and a customer ordered to specification cannot be returnedOur NO RETURNPOLICY on custom-made items is prominently posted in our store.The ring was finally picked up on December and the complainant said it wasperfectWhen she brought it back for sizing, the goldsmith rebuilt the channelsbecause a couple of the diamonds on the side fell out from the pressure of sizing andwas rhodium-platedThe customer complained that the rhodium plating was spottyand some parts of the rings were messed upIf there are problems like this wenormally just take care of it and she didn't have to report us to the Revdex.com.We sold her the ring with her initial impression that it was perfect; then she couldreturn the ring in our store so we can examine it fully where the problem liesThis isnot something that is not fixableNow, we have gone to the extent of giving her a newring with the same design and configuration because we absolutely do not want to giveher the money to have another store to fix it.Finally, I was able to contact them myself and suggested that we will give her a newring with the same specs and configuration using the diamonds from the old ringTheold ring will be reconstructed using computer Aided Design (CAD) and a new mold willbe madeAs of this writing, the new ring is in the works by [redacted] ***., the largestmanufacturer in the USIt will take 4-weeks.As for his custom-made band that she claimed was fixed so many times and was lost, itwasn't lost at allThe reason for the going back and forth to the company that weengaged to hand-engrave it is because her boyfriend can never be satisfied as to theresult of the engravingSo we finally told them that we will try this one more time tobe done by another company with the understanding that if it doesn't work and he isnot satisfied, we will refund him the full amount for the portion of this claimTheywere okay with thatThe ring is also in progress and being done by [redacted] **.,one of our vendors for years.I hope that everything will work fine this time and move on from hereSometimes inbusiness, we actually incur losses because it is imperative that we have to satisfy ourcustomersThis is the first time a customer reported us and hope it will not impact ourbusiness in a negative wayThank youVery truly yours, Tim R [redacted] Owner/Manager

Dear Sir/Madam,Ref: Your letters re *** ***'s ComplaintMy company has been in business for close to years and thisis the firs.t time acustomer reported us to the Revdex.comI don't recall of anybody actuallydoing this to ruin our reputation as a small business for a
jewelry repair that can easilybe remedied.References are your letters dated September that we received on 9/8/2017and a 2nd letter dated September re *** ***'s complaint.The case in point started when her boyfriend , *** *** engaged our services tomake a custom-made diamond engagement ring with the initial price of$ + 8%sales tax on 11/14/He put in a down payment of$ that day; 2"d payment of$on 11/18/2014; and a last payment of$ on 3/16/He didn't pick up thering right awayOur records indicated that there's a big time gap between the 2"d andthe 3rd payment; months gap between these paymentsln our course ofbusiness, this doesn't happenHowever, since the boyfriend is a friend of my daughterKristin (our Goldsmith who worked on the ring), she took it upon herself to cut him aslackThe 15-month period that any item is not picked up ties up your capital and laborinvested into it when that money could have been used for other projectsOur layawayprogram is only between 3-months.Our records show that the actual amount he paid for the ring is only $ plus tax= $ There was an upgrade made to the ring, the center stone was changed to abigger one; a new ring mounting was changed entirely from 14K yellow gold to a 14kwhite gold and a band was added; hence the total of $ 2,However, the originalring in 14k yellow gold was fully credited by our employee which is beyond belief;without my knowledge and against store policyAll custom-made designs or ringsaltered and a customer ordered to specification cannot be returnedOur NO RETURNPOLICY on custom-made items is prominently posted in our store.The ring was finally picked up on December and the complainant said it wasperfectWhen she brought it back for sizing, the goldsmith rebuilt the channelsbecause a couple of the diamonds on the side fell out from the pressure of sizing andwas rhodium-platedThe customer complained that the rhodium plating was spottyand some parts of the rings were messed upIf there are problems like this wenormally just take care of it and she didn't have to report us to the Revdex.com.We sold her the ring with her initial impression that it was perfect; then she couldreturn the ring in our store so we can examine it fully where the problem liesThis isnot something that is not fixableNow, we have gone to the extent of giving her a newring with the same design and configuration because we absolutely do not want to giveher the money to have another store to fix it.Finally, I was able to contact them myself and suggested that we will give her a newring with the same specs and configuration using the diamonds from the old ringTheold ring will be reconstructed using computer Aided Design (CAD) and a new mold willbe madeAs of this writing, the new ring is in the works by *** ***., the largestmanufacturer in the USIt will take 4-weeks.As for his custom-made band that she claimed was fixed so many times and was lost, itwasn't lost at allThe reason for the going back and forth to the company that weengaged to hand-engrave it is because her boyfriend can never be satisfied as to theresult of the engravingSo we finally told them that we will try this one more time tobe done by another company with the understanding that if it doesn't work and he isnot satisfied, we will refund him the full amount for the portion of this claimTheywere okay with thatThe ring is also in progress and being done by *** *** **.,one of our vendors for years.I hope that everything will work fine this time and move on from hereSometimes inbusiness, we actually incur losses because it is imperative that we have to satisfy ourcustomersThis is the first time a customer reported us and hope it will not impact ourbusiness in a negative wayThank youVery truly yours, Tim R***Owner/Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***