Reines Jewelers

To Whom It May Concern:This letter is a rebuttal to a complaint filed with the Revdex.com by one of our recent customers,Robert [redacted] , Case # [redacted] Reines Jewelers keeps meticulous records from start to finish for alljobs we undertakeThe following information is a compilation of all the notes we kept for this specific job.Mr [redacted] brought in a free-form shaped lapis stone on December 13, for an estimate to create asterling frame as a pendantThis job was originally taken in by our associate, Lynn HaneyAn estimate of$was approved and Mr [redacted] indicated he would need a sterling chain to go along with thependant, approximately 28" longAssociate Lori M [redacted] put a hand written proceed in package after12//The job was completed and returned by our jeweler on 1/20/2015.Mr [redacted] came in and picked up the lapis pendant on Apr 7, 2015, having only positive commentsabout the pendantNo complaints were mentioned, only satisfactionMr [redacted] paid $anddecided he did not need a chain.Mr [redacted] came back in the store on Apr 11, 2015, claiming that the lapis now has "cracks" thatweren't there when he brought it to us originallyWhen the item was taken in, a picture had been taken ofthe itemOur [redacted] , [redacted] ***, showed the customer the picture on the computer monitor, and bothcould see a fissure showing in that pictureThe fissure along the bottom of the lapis is less visible unless thephoto is magnified, but it is thereThe customer says his wife claimed we broke the stone and it no longerhad "mystical powers"He said that this lapis held some "energy" that his wife felt, thus facilitating theiroriginal purchase of the stoneThe customer told us that now this "energy" had been released because ofReines Jewelers "negligence." The customer said his wife had cried hysterically upon seeing the cracksMr[redacted] tried to explain that the imperfections appeared to be natural fissures, but Mr [redacted] claims he'sa geology major and knows stonesMr [redacted] offered to show the stone to our jeweler to get his opinionand his recollection as well.Our jeweler verified the lapis was just as he'd received it, with fissuresOur jeweler commented that heeven questioned whether the stone was lapis or socialite at first, because of these fissuresOur jewelerdidn't consider calling to say there was a problem with the stone, as fissures of this kind are common withsome gemstonesHe even placed the prong between the two fissures to assure safetyThe fissures look tobe very, very old and not from recent damageMr [redacted] later explained to Mr [redacted] that our jeweleris very reliable and would have owned up to any damage he may have caused to a stone, as would ReinesJewelersFrom item tato completion, we have a minimum of three sets of eyes on any repair or itemin our possession for quality assurance.On a later date in April (actual date not recalled), Mr [redacted] called Mr [redacted] and advised him that westood behind our jeweler and our original assessment that the fissures were there, recorded on the intakephoto and with our jeweler's memoryMr [redacted] told Mr [redacted] he would discuss with the store owner,Peter R***, and see if we had any other options to offer [redacted] was aware of Mr [redacted] 'scomplaintsAfter examining the stone himself, speaking with Mr***, our jeweler, and all staff membersinvolved regarding the situation, [redacted] agreed that the stone showed only fissures inherent to thestoneMr [redacted] extended an offer to Mr [redacted] for a $gift certificate, but that was allReinesJewelers was not claiming any fault in this offer to Mr [redacted] , but merely meant this as a gesture ofgoodwill.On May 11, 2015, Mr [redacted] called Mr [redacted] to explain our position one more timeHe never calledMr [redacted] a liar, as was implied in his complaintMr [redacted] 's response on the phone that day, inreferring to his wife, "Even if she's crazy and the cracks were there she does not want the pendant!" Mr[redacted] asked that we refund his money for the jobMr [redacted] explained that the mounting washandmade and not an item that could be returned to a manufacturerMr [redacted] then stated he didn'tlike the design of the mountingI offered to do a new design with his/ her approval and take intoconsideration the money he'd already spentMr [redacted] said he'd have to talk to his wife and get backto us with the decision.In summary, Mr [redacted] had nothing but positive remarks when he picked up his completed jobHe wasback in a few days, saying his wife didn't want the lapis because the mystical powers/ energy had beenreleasedHe said she had cried uncontrollably when she saw what appeared to be a crackMr [redacted] never complained about the design or workmanship until his complaint with the Attorney General and theRevdex.comNo one at Reines Jewelers ever called him a liar or used any similar languageMr[redacted] even tried to offer a redesign to satisfy our customer

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information in the response is not correctI never said anything about "mystical energies" being released or some suchThe redesign offered was not offered for free, and I maintain that there was no crack in the specific location I pointed out in the store, with reference to the original pictureNo, no one used the word "liar," but how else does one interpret their claim that the crack was already present in the face of my statement that it was not? Regardless of my comments on picking up the piece, it was a gift for my wifeShe did, in fact, cry and scream with sadness and rage upon discovering the crackThe fact that I did not initially notice the crack is immaterial in my dissatisfaction with the piece and with the "service" I received
Regards,
*** ***

To Whom It May Concern:This letter is a rebuttal to a complaint filed with the Revdex.com by one of our recent customers,Robert ***, Case #***Reines Jewelers keeps meticulous records from start to finish for alljobs we undertakeThe following information is a compilation of
all the notes we kept for this specific job.Mr*** brought in a free-form shaped lapis stone on December 13, for an estimate to create asterling frame as a pendantThis job was originally taken in by our associate, Lynn HaneyAn estimate of$was approved and Mr*** indicated he would need a sterling chain to go along with thependant, approximately 28" longAssociate Lori M*** put a hand written proceed in package after12//The job was completed and returned by our jeweler on 1/20/2015.Mr*** came in and picked up the lapis pendant on Apr 7, 2015, having only positive commentsabout the pendantNo complaints were mentioned, only satisfactionMr*** paid $anddecided he did not need a chain.Mr*** came back in the store on Apr 11, 2015, claiming that the lapis now has "cracks" thatweren't there when he brought it to us originallyWhen the item was taken in, a picture had been taken ofthe itemOur ***, *** ***, showed the customer the picture on the computer monitor, and bothcould see a fissure showing in that pictureThe fissure along the bottom of the lapis is less visible unless thephoto is magnified, but it is thereThe customer says his wife claimed we broke the stone and it no longerhad "mystical powers"He said that this lapis held some "energy" that his wife felt, thus facilitating theiroriginal purchase of the stoneThe customer told us that now this "energy" had been released because ofReines Jewelers "negligence." The customer said his wife had cried hysterically upon seeing the cracksMr.*** tried to explain that the imperfections appeared to be natural fissures, but Mr*** claims he'sa geology major and knows stonesMr*** offered to show the stone to our jeweler to get his opinionand his recollection as well.Our jeweler verified the lapis was just as he'd received it, with fissuresOur jeweler commented that heeven questioned whether the stone was lapis or socialite at first, because of these fissuresOur jewelerdidn't consider calling to say there was a problem with the stone, as fissures of this kind are common withsome gemstonesHe even placed the prong between the two fissures to assure safetyThe fissures look tobe very, very old and not from recent damageMr*** later explained to Mr*** that our jeweleris very reliable and would have owned up to any damage he may have caused to a stone, as would ReinesJewelersFrom item tato completion, we have a minimum of three sets of eyes on any repair or itemin our possession for quality assurance.On a later date in April (actual date not recalled), Mr*** called Mr*** and advised him that westood behind our jeweler and our original assessment that the fissures were there, recorded on the intakephoto and with our jeweler's memoryMr*** told Mr*** he would discuss with the store owner,Peter R***, and see if we had any other options to offer*** *** was aware of Mr***'scomplaintsAfter examining the stone himself, speaking with Mr***, our jeweler, and all staff membersinvolved regarding the situation, *** *** agreed that the stone showed only fissures inherent to thestoneMr*** extended an offer to Mr*** for a $gift certificate, but that was allReinesJewelers was not claiming any fault in this offer to Mr***, but merely meant this as a gesture ofgoodwill.On May 11, 2015, Mr*** called Mr*** to explain our position one more timeHe never calledMr*** a liar, as was implied in his complaintMr***'s response on the phone that day, inreferring to his wife, "Even if she's crazy and the cracks were there she does not want the pendant!" Mr.*** asked that we refund his money for the jobMr*** explained that the mounting washandmade and not an item that could be returned to a manufacturerMr*** then stated he didn'tlike the design of the mountingI offered to do a new design with his/ her approval and take intoconsideration the money he'd already spentMr*** said he'd have to talk to his wife and get backto us with the decision.In summary, Mr*** had nothing but positive remarks when he picked up his completed jobHe wasback in a few days, saying his wife didn't want the lapis because the mystical powers/ energy had beenreleasedHe said she had cried uncontrollably when she saw what appeared to be a crackMr***never complained about the design or workmanship until his complaint with the Attorney General and theRevdex.comNo one at Reines Jewelers ever called him a liar or used any similar languageMr.*** even tried to offer a redesign to satisfy our customer

To Whom It May Concern:This letter is a rebuttal to a complaint filed with the Revdex.com by one of our recent customers,Robert [redacted], Case #[redacted]. Reines Jewelers keeps meticulous records from start to finish for alljobs we undertake. The following information is a...

compilation of all the notes we kept for this specific job.Mr. [redacted] brought in a free-form shaped lapis stone on December 13, 2014 for an estimate to create asterling frame as a pendant. This job was originally taken in by our associate, Lynn Haney. An estimate of$175 was approved and Mr. [redacted] indicated he would need a sterling chain to go along with thependant, approximately 28" long. Associate Lori M[redacted] put a hand written proceed in package after12/17 /2014. The job was completed and returned by our jeweler on 1/20/2015.Mr. [redacted] came in and picked up the lapis pendant on Apr 7, 2015, having only positive commentsabout the pendant. No complaints were mentioned, only satisfaction. Mr. [redacted] paid $175 anddecided he did not need a chain.Mr. [redacted] came back in the store on Apr 11, 2015, claiming that the lapis now has "cracks" thatweren't there when he brought it to us originally. When the item was taken in, a picture had been taken ofthe item. Our [redacted], [redacted], showed the customer the picture on the computer monitor, and bothcould see a fissure showing in that picture. The fissure along the bottom of the lapis is less visible unless thephoto is magnified, but it is there. The customer says his wife claimed we broke the stone and it no longerhad "mystical powers". He said that this lapis held some "energy" that his wife felt, thus facilitating theiroriginal purchase of the stone. The customer told us that now this "energy" had been released because ofReines Jewelers "negligence." The customer said his wife had cried hysterically upon seeing the cracks. Mr.[redacted] tried to explain that the imperfections appeared to be natural fissures, but Mr. [redacted] claims he'sa geology major and knows stones. Mr. [redacted] offered to show the stone to our jeweler to get his opinionand his recollection as well.Our jeweler verified the lapis was just as he'd received it, with fissures. Our jeweler commented that heeven questioned whether the stone was lapis or socialite at first, because of these fissures. Our jewelerdidn't consider calling to say there was a problem with the stone, as fissures of this kind are common withsome gemstones. He even placed the prong between the two fissures to assure safety. The fissures look tobe very, very old and not from recent damage. Mr. [redacted] later explained to Mr. [redacted] that our jeweleris very reliable and would have owned up to any damage he may have caused to a stone, as would ReinesJewelers. From item take-in to completion, we have a minimum of three sets of eyes on any repair or itemin our possession for quality assurance.On a later date in April (actual date not recalled), Mr. [redacted] called Mr. [redacted] and advised him that westood behind our jeweler and our original assessment that the fissures were there, recorded on the intakephoto and with our jeweler's memory. Mr. [redacted] told Mr. [redacted] he would discuss with the store owner,Peter R[redacted], and see if we had any other options to offer. [redacted] was aware of Mr. [redacted]'scomplaints. After examining the stone himself, speaking with Mr. [redacted], our jeweler, and all staff membersinvolved regarding the situation, [redacted] agreed that the stone showed only fissures inherent to thestone. Mr. [redacted] extended an offer to Mr. [redacted] for a $25 gift certificate, but that was all. ReinesJewelers was not claiming any fault in this offer to Mr. [redacted], but merely meant this as a gesture ofgoodwill.On May 11, 2015, Mr. [redacted] called Mr. [redacted] to explain our position one more time. He never calledMr. [redacted] a liar, as was implied in his complaint. Mr. [redacted]'s response on the phone that day, inreferring to his wife, "Even if she's crazy and the cracks were there she does not want the pendant!" Mr.[redacted] asked that we refund his money for the job. Mr. [redacted] explained that the mounting washandmade and not an item that could be returned to a manufacturer. Mr. [redacted] then stated he didn'tlike the design of the mounting. I offered to do a new design with his/ her approval and take intoconsideration the money he'd already spent. Mr. [redacted] said he'd have to talk to his wife and get backto us with the decision.In summary, Mr. [redacted] had nothing but positive remarks when he picked up his completed job. He wasback in a few days, saying his wife didn't want the lapis because the mystical powers/ energy had beenreleased. He said she had cried uncontrollably when she saw what appeared to be a crack. Mr. [redacted]never complained about the design or workmanship until his complaint with the Attorney General and theRevdex.com. No one at Reines Jewelers ever called him a liar or used any similar language. Mr.[redacted] even tried to offer a redesign to satisfy our customer.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The information in the response is not correct. I never said anything about "mystical energies" being released or some such. The redesign offered was not offered for free, and I maintain that there was no crack in the specific location I pointed out in the store, with reference to the original picture. No, no one used the word "liar," but how else does one interpret their claim that the crack was already present in the face of my statement that it was not? Regardless of my comments on picking up the piece, it was a gift for my wife. She did, in fact, cry and scream with sadness and rage upon discovering the crack. The fact that I did not initially notice the crack is immaterial in my dissatisfaction with the piece and with the "service" I received.
Regards,
[redacted]

Review: I brought in a lapis that I wanted to have placed in a silver setting. What I got back was unacceptable in every particular. They had damaged the stone, and the setting looked cheap and unprofessional. When I raised these concerns, they called me a liar denying damage to the stone despite having a picture showing the change! They maintain to this day that I am lying, despite their own photo evidence, about the condition of the stone when I brought it in. They also refuse to offer a refund for the ugly and undesirable setting, beyond an insulting offer of a gift certificate for less than 25% of what I paid for the work.Desired Settlement: I require, at the very *minimum* a full cash refund for the unwanted setting. It would be nice to get some compensation for the damage to the stone, but that is probably more trouble than it's worth.

Business

Response:

To Whom It May Concern:This letter is a rebuttal to a complaint filed with the Revdex.com by one of our recent customers,Robert [redacted], Case #[redacted]. Reines Jewelers keeps meticulous records from start to finish for alljobs we undertake. The following information is a compilation of all the notes we kept for this specific job.Mr. [redacted] brought in a free-form shaped lapis stone on December 13, 2014 for an estimate to create asterling frame as a pendant. This job was originally taken in by our associate, Lynn Haney. An estimate of$175 was approved and Mr. [redacted] indicated he would need a sterling chain to go along with thependant, approximately 28" long. Associate Lori M[redacted] put a hand written proceed in package after12/17 /2014. The job was completed and returned by our jeweler on 1/20/2015.Mr. [redacted] came in and picked up the lapis pendant on Apr 7, 2015, having only positive commentsabout the pendant. No complaints were mentioned, only satisfaction. Mr. [redacted] paid $175 anddecided he did not need a chain.Mr. [redacted] came back in the store on Apr 11, 2015, claiming that the lapis now has "cracks" thatweren't there when he brought it to us originally. When the item was taken in, a picture had been taken ofthe item. Our [redacted], showed the customer the picture on the computer monitor, and bothcould see a fissure showing in that picture. The fissure along the bottom of the lapis is less visible unless thephoto is magnified, but it is there. The customer says his wife claimed we broke the stone and it no longerhad "mystical powers". He said that this lapis held some "energy" that his wife felt, thus facilitating theiroriginal purchase of the stone. The customer told us that now this "energy" had been released because ofReines Jewelers "negligence." The customer said his wife had cried hysterically upon seeing the cracks. Mr.[redacted] tried to explain that the imperfections appeared to be natural fissures, but Mr. [redacted] claims he'sa geology major and knows stones. Mr. [redacted] offered to show the stone to our jeweler to get his opinionand his recollection as well.Our jeweler verified the lapis was just as he'd received it, with fissures. Our jeweler commented that heeven questioned whether the stone was lapis or socialite at first, because of these fissures. Our jewelerdidn't consider calling to say there was a problem with the stone, as fissures of this kind are common withsome gemstones. He even placed the prong between the two fissures to assure safety. The fissures look tobe very, very old and not from recent damage. Mr. [redacted] later explained to Mr. [redacted] that our jeweleris very reliable and would have owned up to any damage he may have caused to a stone, as would ReinesJewelers. From item take-in to completion, we have a minimum of three sets of eyes on any repair or itemin our possession for quality assurance.On a later date in April (actual date not recalled), Mr. [redacted] called Mr. [redacted] and advised him that westood behind our jeweler and our original assessment that the fissures were there, recorded on the intakephoto and with our jeweler's memory. Mr. [redacted] told Mr. [redacted] he would discuss with the store owner,Peter R[redacted], and see if we had any other options to offer. [redacted] was aware of Mr. [redacted]'scomplaints. After examining the stone himself, speaking with Mr. [redacted], our jeweler, and all staff membersinvolved regarding the situation, [redacted] agreed that the stone showed only fissures inherent to thestone. Mr. [redacted] extended an offer to Mr. [redacted] for a $25 gift certificate, but that was all. ReinesJewelers was not claiming any fault in this offer to Mr. [redacted], but merely meant this as a gesture ofgoodwill.On May 11, 2015, Mr. [redacted] called Mr. [redacted] to explain our position one more time. He never calledMr. [redacted] a liar, as was implied in his complaint. Mr. [redacted]'s response on the phone that day, inreferring to his wife, "Even if she's crazy and the cracks were there she does not want the pendant!" Mr.[redacted] asked that we refund his money for the job. Mr. [redacted] explained that the mounting washandmade and not an item that could be returned to a manufacturer. Mr. [redacted] then stated he didn'tlike the design of the mounting. I offered to do a new design with his/ her approval and take intoconsideration the money he'd already spent. Mr. [redacted] said he'd have to talk to his wife and get backto us with the decision.In summary, Mr. [redacted] had nothing but positive remarks when he picked up his completed job. He wasback in a few days, saying his wife didn't want the lapis because the mystical powers/ energy had beenreleased. He said she had cried uncontrollably when she saw what appeared to be a crack. Mr. [redacted]never complained about the design or workmanship until his complaint with the Attorney General and theRevdex.com. No one at Reines Jewelers ever called him a liar or used any similar language. Mr.[redacted] even tried to offer a redesign to satisfy our customer.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The information in the response is not correct. I never said anything about "mystical energies" being released or some such. The redesign offered was not offered for free, and I maintain that there was no crack in the specific location I pointed out in the store, with reference to the original picture. No, no one used the word "liar," but how else does one interpret their claim that the crack was already present in the face of my statement that it was not? Regardless of my comments on picking up the piece, it was a gift for my wife. She did, in fact, cry and scream with sadness and rage upon discovering the crack. The fact that I did not initially notice the crack is immaterial in my dissatisfaction with the piece and with the "service" I received.

Regards,