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Pritchard's Jewelry Design & Repair

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Pritchard's Jewelry Design & Repair Reviews (2)

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 20 years and this. is the firs.t time acustomer reported us to the Revdex.com. I 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 1 September 2017 that we received on 9/8/2017and a 2nd letter dated 16 September 2017 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$ 900 + 8%sales tax on 11/14/2014. He put in a down payment of$ 160 that day; 2"d payment of$300 on 11/18/2014; and a last payment of$ 512.00 on 3/16/16. He didn't pick up thering right away. Our records indicated that there's a big time gap between the 2"d andthe 3rd payment; 15 months gap between these payments. ln our normal course ofbusiness, this doesn't happen. However, since the boyfriend is a friend of my daughterKristin (our Goldsmith who worked on the ring), she took it upon herself to cut him aslack. The 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 projects. Our layawayprogram is only between 3-6 months.Our records show that the actual amount he paid for the ring is only $ 900 plus tax= $ 972. 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 $ 2,308. However, the originalring in 14k yellow gold was fully credited by our employee which is beyond belief;without my knowledge and against store policy. All custom-made designs or ringsaltered and a customer ordered to specification cannot be returned. Our NO RETURNPOLICY on custom-made items is prominently posted in our store.The ring was finally picked up on December 2016 and the complainant said it wasperfect. When 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-plated. The customer complained that the rhodium plating was spottyand some parts of the rings were messed up. If 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 lies. This isnot something that is not fixable. Now, 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 ring. Theold ring will be reconstructed using computer Aided Design (CAD) and a new mold willbe made. As of this writing, the new ring is in the works by [redacted]., the largestmanufacturer in the US. It will take 4-5 weeks.As for his custom-made band that she claimed was fixed so many times and was lost, itwasn't lost at all. The 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 engraving. So 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 claim. Theywere okay with that. The ring is also in progress and being done by [redacted].,one of our vendors for 19 years.I hope that everything will work fine this time and move on from here. Sometimes inbusiness, we actually incur losses because it is imperative that we have to satisfy ourcustomers. This is the first time a customer reported us and hope it will not impact ourbusiness in a negative way. Thank you. Very truly yours, Tim R. [redacted]Owner/Manager

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Address: 212 East 14th Street, Elmira Heights, New York, United States, 14903

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