Andrews Jewelers has researched the disputed amount of $and we have found this charge resulted from the transaction on December21, involving a bridal set exchange for a loose diamond; the loose diamond
was more expensive. Therefore, the difference, including taxes totals the exact
amount of the dispute $
We apologize for any inconvenience this has caused you and thank you for your time
Complaint: ***
I am rejecting this response because: I purchased all coverage required from the "Diamonds to the Gold" and have all my jewelry inspected every six months to ensure that my ring was covered through Samuel's.See attached records
Regards,
*** ***
We appreciate you bringing this to our attention and we take great
care to ensure that important matters such as this are properly
reviewed. We have spoken to the Ms*** and we are currently
working towards exchanging the item.
If you have any
further questions or concerns please feel free to contact us at ***
We appreciate you bringing this to our attentionand we take great care to ensure that important matters such as this areproperly reviewed. We will provide Mr.*** with a refund of his service plans purchased in addition to the amountpaid for the repair work completed. Therefund will be
given via corporate check in the amount of $526.71. While we are pleased to note that this issue hasbeen resolved, we are sincerely apologetic that resolution from CustomerService was needed. Thank you for yourpatience and should you have any further questions or concerns please feel freeto contact us at 1-877-***-*** Regards,Andrews JewelersCustomer Service Department1-877-***-***
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.
Regards,
[redacted]
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.
I am currently waiting for them to order me a new necklace to replace my old one, I was told that the necklace I had was discontinued so it will take approximately 10 days to get a replacement into the store, as none of their other stores carry the item anymore. Again in the wait and see phase of dealing with this issue.
Regards,
[redacted]
In response to Mrs. [redacted] service plan documentation, please note the item listed is only for the mounting. This does not include the center diamond as the center diamond was not purchased from Samuels Jewelers. As a company we feel we have provided a reasonable solution. The offer of a new purchase of a diamond at employee cost up to $3,000.00 will be available for the next 30 days. This will be Samuels Jewelers final response.Thank you for the opportunity to respond.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and am requesting an extension to the case. I have spoken to [redacted] in customer service and she has set a tentative date of this Thursday Sept 18th as a meeting in their Lancaster Ohio Store for a refund to be processed. She stated she needed time to get all paperwork together and once we meet there with the store manager we can read / review/ and sign all paperwork and a refund would be processed. I will keep the Revdex.com apprised of the situation should that date not work and the case is not closed at that time for whatever reason. I thank the Revdex.com for their time and help on this matter.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: While I do not deny owing a difference in value, that value is actually $348.00 plus tax which is a total of $371.49. This difference in cost though is accounted for in the transaction 420, on 3/31/14 Register 03 at 17:02; this is when I received my final ring. I realize my ordeal is complicated and the reason for the complication is in large part because of the workmanship, and overall bad service I received in store, which was the reason for my return... I refused to be upsold when an exchange was what we agreed to, since my original ring purchased in late August of 2011 was repaired nearly a dozen times and [redacted] and [redacted] were being contradictory regarding an upsell that I fell naïve too, but since decided not to go through with, when I had nearly doubled my ring's value, and I hadn't worn that ring for a month, while my actual ring was being made,and stones fell out of that ring too. I had absolutely enough of being taken advantage of.
If everyone at the store level and at the 1800 number, would have been thorough and professional when I attempted to work with them, it could have been resolved. I've even sent supporting documentation via mail.
The $425.45 is the amount that was shorted in the return and re-ring completed by [redacted] on 1/23/14 when she called in to the credit processing center. I realize my ordeal is complex and complicated but I refuse to accept the company's original response because the difference in value for the final product was not even determined. I am disputing the difference in cost from the purchase on 12/21/13 that was supposed to be cross cancelled/null with the promo return on 1/23/14. (All of this was an upsell that I mentioned above, but I decided to cancel in between time). This did not happen.
Since the company is having such a difficult time understanding their own transactions, please look at what I gave back, its value, and what my current product is. If this is done, the case should burst wide open. To my point also, my original product was purchased August 25th, 2011. This item was eligible for a 3 year no interest if paid within that set time frame. If the jewelry company works with the financing company they would recognize that I've paid every month without issues the required amount in order to pay it off completely by the time the promotional period expired. If the company did their due diligence they would also recognize that my promotion would have come to an end this past August, except for the slight difference of $371.49 (the true difference I do not dispute). The jewelry company and the financing company would also uncover that I have a few months during the promotion where I paid more than the set amount to satisfy the promotion, which would speak to the difference in cost. I still have a balance on my card however. The balance has to due with this re-ring the company refuses to acknowledge as their error. I've asked them to review the phone records, and have been writing and mailing that request every since February 2014, when I realized the error on my bill. I have also spoken with the company and the financial company.
I am only asking for honest billing. My final product cost was $4,847.99. My return was $4,499.99. Please re-evaluate and before responding research with the financing company.
Regards,
[redacted]
(P.S. I am more than willing to send attachments, or more supporting documents, but I do not presently have access to a scanner in order to do so.) I can and will within the week if necessary however, I did not want to miss my window of opportunity).
Customer service tried to refund her via PayPal, however the
refund payment failed after the fact due to account restrictions. We
apologize for the inconvenience, and have refunded her the entire amount of the
order including the shipping.
Complaint: [redacted]
I am rejecting this response because: LET ME EXPLAIN ONE MORE TIME, I purchased the new ring setting with the understanding from a Samuel's Representative that by placing my old center diamond into the new ring setting that EVERYTHING would be covered; PROVIDED I PURCHASE the DIAMOND COVERAGE AND the GOLD COVERAGE and HAVE MY SET CHECKED EVERY 6 MONTHS. I HAVE COMPLIED WITH EVERYTHING THIS COMPANY HAS ASKED FOR. I would NEVER have purchased this set without the guarantee and warranty of everything covered to include my old diamond in the new ring setting!!! One time a hand shake was good, but now you have guarantees and warranties...that are good for NOTHING.BUYER BE AWARE, I was so mislead for this transaction. I don't wear a hearing aid, I know exactly what was agreed upon and I bought everything to cover everything!!! So, to recap: if this company does not replace my diamond - Samuel's Representatives are misleading customers and the Company Samuel's Jewelers actually backs the LIES of their sales representatives just to make a sales. I thought this was a reputable company and backs their products and workmanship, but I've learned not so.Regards,
[redacted]
Thank you for the opportunity to respond. We have offered [redacted] $200.00 off a
new service plan. We are currently
awaiting a response from [redacted].
We look forward to her response.
In regards
to [redacted]’s complaint we are sincerely apologetic for the issues that
have occurred and have made many efforts to resolve this issue with [redacted]. We have offered the following:
-Repair
of the existing rings.
-Exchange
of equal...
value.
-Full
Refund in the amount paid at the time of purchase.
-Ordered
new rings directly from the vendor.
-$200.00
Gift Certificate to our store as compensation.
-Per
[redacted]’s request a refund of the service plans were made on 5/21/14.
-We
have offered a $300.00 credit back to [redacted]’s credit card as compensation
however in lieu of a credit we have offered a full refund of her engagement
ring, band and loose diamond.
-We
have granted [redacted]’s request of a refund of [redacted]’s ring.
To
date [redacted] has accepted the following:
-$200.00
Gift Certificate
-Refund
of the service plans made on 5/21/14
Please
inform us when they would like to visit our store to process the refund. A
Store Manager will need to be present at the time in addition we will need to prepare
all documentation i.e. Receipts and release of claims as these purchases were
made at different locations.
Please
note:
[redacted] will need to be present at the time of the refund.
The
refund will be made in the amounts of the original purchase amounts.
The
refund check will be sent to the address provided by [redacted] within 21
business days.
Thank
you for the opportunity to respond to [redacted]’s complaint and we look
forward to resolving this matter as soon as possible.
We appreciate you bringing this to our attention and we take great care to ensure that important matters such as this are properly reviewed. Our store manager will be meeting with Ms. [redacted] this week to review the matter to find a reasonable solution. We look forward to...
Samuels Jewelers values its customers and aims to provide the best service and to understand any problem that may arise while making a reasonable effort to resolve all concerns. To that end, we have reviewed Mrs. [redacted] sales history and are unable to locate a purchase of the diamond in question;...
however we would like to assist Mrs. [redacted] with the new purchase of a diamond at employee cost up to $3,000.00. If Mrs.[redacted] would like to take advantage of this offer, please let us know so that we can arrange an appointment. Thank you for the opportunity to respond we look forward to your response.
Andrews Jewelers has researched the disputed amount of $and we have found this charge resulted from the transaction on December21, involving a bridal set exchange for a loose diamond; the loose diamond
was more expensive. Therefore, the difference, including taxes totals the exact
amount of the dispute $
We apologize for any inconvenience this has caused you and thank you for your time
Complaint: ***
I am rejecting this response because: I purchased all coverage required from the "Diamonds to the Gold" and have all my jewelry inspected every six months to ensure that my ring was covered through Samuel's.See attached records
Regards,
*** ***
We appreciate you bringing this to our attention and we take great
care to ensure that important matters such as this are properly
reviewed. We have spoken to the Ms*** and we are currently
working towards exchanging the item.
If you have any
further questions or concerns please feel free to contact us at ***
We appreciate you bringing this to our attentionand we take great care to ensure that important matters such as this areproperly reviewed. We will provide Mr.*** with a refund of his service plans purchased in addition to the amountpaid for the repair work completed. Therefund will be
given via corporate check in the amount of $526.71. While we are pleased to note that this issue hasbeen resolved, we are sincerely apologetic that resolution from CustomerService was needed. Thank you for yourpatience and should you have any further questions or concerns please feel freeto contact us at 1-877-***-*** Regards,Andrews JewelersCustomer Service Department1-877-***-***
As a company we have explained to Mrs*** and Comenity Bank that all transactions have been processed correctly
Thank you
Rogers Jewelers
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.
Regards,
[redacted]
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.
I am currently waiting for them to order me a new necklace to replace my old one, I was told that the necklace I had was discontinued so it will take approximately 10 days to get a replacement into the store, as none of their other stores carry the item anymore. Again in the wait and see phase of dealing with this issue.
Regards,
[redacted]
In response to Mrs. [redacted] service plan documentation, please note the item listed is only for the mounting. This does not include the center diamond as the center diamond was not purchased from Samuels Jewelers. As a company we feel we have provided a reasonable solution. The offer of a new purchase of a diamond at employee cost up to $3,000.00 will be available for the next 30 days. This will be Samuels Jewelers final response.Thank you for the opportunity to respond.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and am requesting an extension to the case. I have spoken to [redacted] in customer service and she has set a tentative date of this Thursday Sept 18th as a meeting in their Lancaster Ohio Store for a refund to be processed. She stated she needed time to get all paperwork together and once we meet there with the store manager we can read / review/ and sign all paperwork and a refund would be processed. I will keep the Revdex.com apprised of the situation should that date not work and the case is not closed at that time for whatever reason. I thank the Revdex.com for their time and help on this matter.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: While I do not deny owing a difference in value, that value is actually $348.00 plus tax which is a total of $371.49. This difference in cost though is accounted for in the transaction 420, on 3/31/14 Register 03 at 17:02; this is when I received my final ring. I realize my ordeal is complicated and the reason for the complication is in large part because of the workmanship, and overall bad service I received in store, which was the reason for my return... I refused to be upsold when an exchange was what we agreed to, since my original ring purchased in late August of 2011 was repaired nearly a dozen times and [redacted] and [redacted] were being contradictory regarding an upsell that I fell naïve too, but since decided not to go through with, when I had nearly doubled my ring's value, and I hadn't worn that ring for a month, while my actual ring was being made,and stones fell out of that ring too. I had absolutely enough of being taken advantage of.
If everyone at the store level and at the 1800 number, would have been thorough and professional when I attempted to work with them, it could have been resolved. I've even sent supporting documentation via mail.
The $425.45 is the amount that was shorted in the return and re-ring completed by [redacted] on 1/23/14 when she called in to the credit processing center. I realize my ordeal is complex and complicated but I refuse to accept the company's original response because the difference in value for the final product was not even determined. I am disputing the difference in cost from the purchase on 12/21/13 that was supposed to be cross cancelled/null with the promo return on 1/23/14. (All of this was an upsell that I mentioned above, but I decided to cancel in between time). This did not happen.
Since the company is having such a difficult time understanding their own transactions, please look at what I gave back, its value, and what my current product is. If this is done, the case should burst wide open. To my point also, my original product was purchased August 25th, 2011. This item was eligible for a 3 year no interest if paid within that set time frame. If the jewelry company works with the financing company they would recognize that I've paid every month without issues the required amount in order to pay it off completely by the time the promotional period expired. If the company did their due diligence they would also recognize that my promotion would have come to an end this past August, except for the slight difference of $371.49 (the true difference I do not dispute). The jewelry company and the financing company would also uncover that I have a few months during the promotion where I paid more than the set amount to satisfy the promotion, which would speak to the difference in cost. I still have a balance on my card however. The balance has to due with this re-ring the company refuses to acknowledge as their error. I've asked them to review the phone records, and have been writing and mailing that request every since February 2014, when I realized the error on my bill. I have also spoken with the company and the financial company.
I am only asking for honest billing. My final product cost was $4,847.99. My return was $4,499.99. Please re-evaluate and before responding research with the financing company.
Regards,
[redacted]
(P.S. I am more than willing to send attachments, or more supporting documents, but I do not presently have access to a scanner in order to do so.) I can and will within the week if necessary however, I did not want to miss my window of opportunity).
Customer service tried to refund her via PayPal, however the
refund payment failed after the fact due to account restrictions. We
apologize for the inconvenience, and have refunded her the entire amount of the
order including the shipping.
Complaint: [redacted]
I am rejecting this response because: LET ME EXPLAIN ONE MORE TIME, I purchased the new ring setting with the understanding from a Samuel's Representative that by placing my old center diamond into the new ring setting that EVERYTHING would be covered; PROVIDED I PURCHASE the DIAMOND COVERAGE AND the GOLD COVERAGE and HAVE MY SET CHECKED EVERY 6 MONTHS. I HAVE COMPLIED WITH EVERYTHING THIS COMPANY HAS ASKED FOR. I would NEVER have purchased this set without the guarantee and warranty of everything covered to include my old diamond in the new ring setting!!! One time a hand shake was good, but now you have guarantees and warranties...that are good for NOTHING.BUYER BE AWARE, I was so mislead for this transaction. I don't wear a hearing aid, I know exactly what was agreed upon and I bought everything to cover everything!!! So, to recap: if this company does not replace my diamond - Samuel's Representatives are misleading customers and the Company Samuel's Jewelers actually backs the LIES of their sales representatives just to make a sales. I thought this was a reputable company and backs their products and workmanship, but I've learned not so.Regards,
[redacted]
Thank you for the opportunity to respond. We have offered [redacted] $200.00 off a
new service plan. We are currently
awaiting a response from [redacted].
We look forward to her response.
In regards
to [redacted]’s complaint we are sincerely apologetic for the issues that
have occurred and have made many efforts to resolve this issue with [redacted]. We have offered the following:
-Repair
of the existing rings.
-Exchange
of equal...
value.
-Full
Refund in the amount paid at the time of purchase.
-Ordered
new rings directly from the vendor.
-$200.00
Gift Certificate to our store as compensation.
-Per
[redacted]’s request a refund of the service plans were made on 5/21/14.
-We
have offered a $300.00 credit back to [redacted]’s credit card as compensation
however in lieu of a credit we have offered a full refund of her engagement
ring, band and loose diamond.
-We
have granted [redacted]’s request of a refund of [redacted]’s ring.
To
date [redacted] has accepted the following:
-$200.00
Gift Certificate
-Refund
of the service plans made on 5/21/14
Please
inform us when they would like to visit our store to process the refund. A
Store Manager will need to be present at the time in addition we will need to prepare
all documentation i.e. Receipts and release of claims as these purchases were
made at different locations.
Please
note:
[redacted] will need to be present at the time of the refund.
The
refund will be made in the amounts of the original purchase amounts.
The
refund check will be sent to the address provided by [redacted] within 21
business days.
Thank
you for the opportunity to respond to [redacted]’s complaint and we look
forward to resolving this matter as soon as possible.
We appreciate you bringing this to our attention and we take great care to ensure that important matters such as this are properly reviewed. Our store manager will be meeting with Ms. [redacted] this week to review the matter to find a reasonable solution. We look forward to...
resolving this issue with our Guest.
Samuels Jewelers values its customers and aims to provide the best service and to understand any problem that may arise while making a reasonable effort to resolve all concerns. To that end, we have reviewed Mrs. [redacted] sales history and are unable to locate a purchase of the diamond in question;...
however we would like to assist Mrs. [redacted] with the new purchase of a diamond at employee cost up to $3,000.00. If Mrs.[redacted] would like to take advantage of this offer, please let us know so that we can arrange an appointment. Thank you for the opportunity to respond we look forward to your response.