Samuels Jewelers

This was the only documentation given to me and the only documents signed upon purchase of my engagement ring and matching wedding band. The return policy is listed on the receipt, but there is no mention of me special ordering my engagement ring setting, diamond, or matching wedding band nor was...

this ever conveyed or stated by the jeweler at any time during the purchase or selection of the diamond. I had no way of knowing that the engagement ring and wedding band were considered special order items since that was not explained to me and instead I was only told of the 30 day return policy upon signing and purchasing the rings. No special order or alteration policies were discussed with me or disclosed causing me to misled upon signing.

Your customer service is hard to reach when you have a complaint.Only one time I talk to a live person and said hes gonna call back but never call me back.This is my first purchased and I am missing one item, it seemed like you do not wanna resolve this matter cause you did not call me back.I am very disappointed with my purchased and I do not know if I wanna do business again after what happened.

We bought the lifetime service plan at an extra cost on 5 different pieces of jewelry we purchased from Samuels. We have brought them in for inspection and cleaning every six months and had them signed off by an employee. We have had many snide remarks and real attitude by employees in these years when we do not buy any other jewelry on our visit in. The worst was yesterday, May 12, 2017 around noon at the store in Oakridge in San Jose, CA. The employee told us that my husband's wedding ring needed a shank and that would be almost $400. Grant you the ring was misshaped a little. We said "no thank you" and asked them to just reshape the ring (which we have had done on other rings under the warranty. The employee told us maybe they could do that but we would have to return tomorrow for the pick up. So we said to just check and clean all jewelry and we went to lunch. The manager was there through all of this conversation and all he kept saying to the employee was "just clean the jewelry" and he said nothing to us. When we return from lunch in an hour, the employee now tells us that if we can shop around for another hour, he can have the ring streightened out and it will be covered by the warranty. WTH! Well, I do not have another hour to mess around as I have grandchildren to pick up at school and we live 45 minutes from the mall. The employee tried to tell us that it was all a misunderstanding and the shank was simply his personal opinion on what would be best to do for the ring and he never told us he could reshape the ring that day. Such a bunch of BS! Again the manager was there and never said a word. The only thing the manager did say to us at one point was that we had old warranty contracts and they were not due to be signed off again until July. I explained we were coming in early for the check and signing off because we were not going to be around in June and July. I am so upset about this experience. Now here we have a out of shape ring that is covered by a warranty that was not honored because they were trying to sell us a shank. We live 45 minutes from the mall and getting there is not an easy task for us. What a disgraceful way for Samuels to act towards customers! One of the employee's names was Joe but I do not know if that was the employee or the manager. Neither were good employees and the manager was about as mean as he could possibly be to us.

Review: My fiance purchased our engagement ring from Samuels Jewelery.The day that he bought it, he propossed.That following day I went to Samuels to see about possibly trading for a different style ring.When I asked the man working about exchanging he explained that they do not exchange rings after purchased.However they could buy it back for how much it was bought for then we would have to double the price to spend for the next.I argued with the man that it was only a day old and what he was telling me seemed like a scam to get us to spend more money.I ended up keeping my ring. About a month later my house was burglarized and my ring was one of the items stolen along with the box it came in that also had the receipt.The woman that stole it actually took it back to the store and was able to exchange my ring for two other rings. Without the account holders (My Fiance) knowledge or permission.I called the store to inform them of the robbery and the woman on the phone asked me to come in.When I arrived at Samuels the woman working had begun to tell me step by step about how a woman came asking about exchanging a ring.She said she had a weird feeling about helping her and thought it wasn't right but did processing the exchange.She told me to call the police and get a copy of the report to bring back to the store for proof and then told me that the only way I could possibly get my ring back was to track down the other two rings.So I got them a copy of the police report and tried every way I could to find the rings. After no luck finding the rings I returned with an officer to see if the officer could get my ring from Samuels. Unfortunately by that time they claimed they had already sent it off to get cleaned and appraised to either re-sell it or melt it down.Then the manager turned to me and said "This is quite a mess YOU got us into." I did not get them into this mess THEY allowed someone to come and make changes under someone else's account. They have done nothing but give me the run around.Desired Settlement: I would like Samuel Jewelers to replace the ring that they let be exchanged and for them to take responsibility for lack of precaution when doing so. This could have all been avoided if they had. When having an account with a jewelry store you would think that you have some kind of security preventing others from accessing and/or making changes under it.

Business

Response:

Our company has perfomed an audit on this issue and have found there was not an exchange of funds or account information given to the recipient at the time of the exchange therefore a request for a full replacement free of charge will not be granted. As a company we will cooperate fully with any Police Department request. Thank you for allowing us the opportunity to respond.

-Samuels Jewelers

Review: I was married on August 24 2013 my wedding band has had diamonds that have "fallen out" six times were I have had the ring fixed. The sixth time that diamonds needed to be replaced my husband and Samuels decided to replace the defective ring. On Thursday 10-16-2014 I noticed that there were 3 diamonds in a row missing. I look at my wedding band every day since I have had so many stones replaced. I went to Samuels on Friday 10-17-2014 and they did not have a ring to fit around my engagement ring like the one that I currently have. The manager stated that he could order a ring that might fit but that it cost more and that I was responsible for the difference in cost!! I want the ring that I was married in I do nit feel that I should be responsible for their defective product!

Sincerely,

Business

Response:

Review: When I purchased wedding rings from Samuels Jewelers store management also sold me lifetime service plans for each ring at an additional cost. The plans are the same for all rings, and includes the following for the lifetime of the rings: Repair due to normal wear/tear, Maintains jewelry in "lie new" condition free of charge, free sizing, cleaning and inspection ect. The plan goes on to define maintenance: Labor and materials for repair and maintenance covered under this plan. Maintenance work includes cleaning and inspection, retipping, polishing, tightening stones ect. my service plan requires me to bring the rings in store every six month to have this done, which I have done every 6mo from purchase date, having the Samuels employee sign the contract each time. for the last several years, when I go in to have my servicing done, the manager or assistant manager try to not honor their end of the contract. There was a time when I was told that my lifetime plan was only good for 3 years after purchase date, which is a total fallacy. The last trip in 8/11/14 around 2pm was the worst. The assistant manager told me that they do the inspections, and all they need to do is look at the diamonds with their 10X lens, which satisfies the inspection part. I began to tell him about my service plan a second time, and that I need to literally go through an ordeal each time to get them to honor the service plan. The assistant manager, while infront of two new customers, began arguing with me about what my service plan was. Due to my ongoing frustration with this stores lack of honoring their own service contract, things became heated and at a point he was refusing to go any further. I finally insisted once more for him to proceed with my service plan, when he told me that I needed to read the plan to him to prove that the services were covered. I refused and he went on with conducting the paperwork for my servicing. This was an argument, he started, and escalated, all to try to avoid honoring my service plan.Desired Settlement: This business needs to start honoring the service contract that they sold me without trying to hoax me out of what I bought each time I go in. If it continues, and they are unable to honor this contract, a full refund for the service plans, and rings is in order. The refund for the engagement ring, matching wedding band, and mens wedding band, and service contracts is the cost of buying me out of the contract they sold me.

Business

Response:

Samuels Jewelers Response:

Thank you for allowing us to respond. Our Customer Service Department has attempted to make contact with Mr.[redacted], unfortunately we were not able to reach him. We appreciate him bringing this to our attention and have made our store location aware of his complaint. We apologize for any miscommunication regarding the service plan and for the level of service he received.

To clear up any confusion Mr. [redacted] has a total of 3 Lifetime Service Plans. Lifetime Service Plans will cover repairs or maintenance needed due to normal wear and tear for the life of the merchandise. It is required to have the merchandise inspected, cleaned and documented every 6 months since the date of purchase in order to remain valid. A inspection does require the our Store Associate to check the diamonds, prongs, and metal, should the Store Associate not find anything that needs to repaired or feel rhodium plating is not necessary at the time the merchandise will be cleaned in the store and given back to the Guest.

In regards to rhodium plating, should our Associate feel rhodium plating is not necessary at the time of inspection however our guest would like their item rhodium, we will be happy to do it for them. Rhodium can be done at any point in time before, between and after inspection. The Lifetime Service plans allows merchandise to be rhodium upon our Guest request as often as they would like assuming the integrity of the ring is not being compromised.

Thank you again, for allowing us to respond and we can assure you Mr. [redacted]’s next visit will be a great one!