Scotsman Coin & Jewelry

Scotsman Coin and Jewelry appreciates the efforts, time and structure the Revdex.com instills in the business community and the service it provides to our customersWhile we have not found ourselves in this position very often in the past 50+ years, having a neutral party like the Revdex.com encouraging and facilitating dialogue in hopes of reaching a mutual solution is a service we are happy to be a part ofThe complaint referenced in ID [redacted] , is an issue that Scotsman Coin and Jewelry spent many employee hours on, trying to help Ms [redacted] with her complaint, concerns and wants/needsWe take our customer service and our customer’s trust in us very seriouslyOur interactions with Ms [redacted] have been no exception to those principlesFrom the onset of our interactions with Ms [redacted] in early March 2016, we took her communication, emotion, wants/needs, issues and complaint seriously and professionallyWe documented all communication with her, we provided her with answers to all her questions and offered her multiple options, to make sure she knew we wanted to satisfy her demands the very best we couldDuring the days of this issue, SCJ’s owner/President worked with Ms***, as did our CFO, our entire jewelry department and one other sales associate, all of them trying to understand, work with and resolve Ms***’s complaintThe reason we used various employees when spea [redacted] with Ms [redacted] was simply because she became rude, offensive and would literally hang up the phone mid conversationWithout dragging this response out too long, below we have called out the various options and solutions we provided Ms***, while trying to satisfy her demandsAlso below, we touch on the basic discrepancies we have diligently tried to share with Ms***On multiple occasions we tried to discuss these pieces that we didn’t agree on and that conversation was not welcomed on her endIn order to agree on a mutual resolution, there has to be a basic understanding of the facts by both partiesThis too, was not a welcomed discussion topic for Mrs***After a certain point when multiple employees have reached out to Mrs [redacted] and been meet with disrespect, non-professional behavior/language and abruptly huon, we ran out of options to communicate with Ms***It became pretty clear that no matter what we did for Mrs***, it was not going to be good enough and she would remain unsatisfied; always as [redacted] for moreSolutions/Options offered to Ms***: - Complete refund of the original purchase price of her estate ring = $2,(bought at Scotsman on 8/11/o Ms [redacted] rejected this multiple times, for multiple reasons that were not justified based on what she bought, when she bought it and what she originally asked us to do for her – during most conversations with Ms [redacted] her version of the timeline, basic facts and demands changed/moved around o Ms [redacted] also rejected this because we are offering to refund the original purchase price of the ring and not the insurance appraisal value of the ringWhen multiple employees attempted to explain the difference, Ms [redacted] refused to listen further and resorted to name calling, sarcasm and/or hanging up- SCJ offered to find a ring that perfectly mirrored the used heirloom ring she bought from uso We were not able to find, in catalogs and online, a ring that looked like the one Ms [redacted] has, that met her approval and requirements- SCJ offered to send her ring to a custom designer so he could make an identical duplicate of her ringIn order to do this, we needed the ring to send off to the designerMs [redacted] profoundly said “no” and immediately claimed we were not to be trusted with her ring and that we were unwilling to work with hero The cost to send Ms***’s ring to the designer, have him make an identical match and send it back was going to cost SCJ $1000, which we were going to do at no cost to Ms***Ms [redacted] still rejected this solutionWhile we are disappointed that Ms [redacted] is unsatisfied and unwilling to work with us, we are confident we have offered, done for and looked past with Ms***The situation is unfortunate and one that no retailer or business wants to be inHowever, when trying to understand and agree on the facts of this purchase and complaint with Ms***, there has been a disconnect from the beginningHow can we reasonably agree on a solution, if there is no understanding of the foundation of what we are offering and why? At this point, we are limited in what we are comfortable offering Ms***Scotsman Coin and Jewelry stands behind our products, our services, our employees and our principals each and every dayGiven the nature of this business, our customer service, our customer satisfaction and our customer’s trust in us is all we haveWe hold it dear to our hearts and we display it proudly every dayThank you for ta [redacted] the time to read this and work with us on this compliantShould you need anything further from Scotsman Coin and Jewelry, please reach out any timeHave a nice Friday and good weekendScotsman Coin and Jewelry [redacted] www.scoins.com

Complaint: ***I am rejecting this response because: I was never shown any ring mounts to replace my ring, I never used fowl language or called anyone any names. I did talk to one sale person and he was very insistent that I just get a refund or forget it and just keep my ring, I then told him that was not the agreement that I made with the sales person, thanked him and hung up and he called me back again. I will only agree to have a new mount made (which I did tell ***, CFO) that I had a jeweler that had several books that I used but she rejected that idea. Scott's Jewelry's story is also off on her timelines of communication. The only agreement I will settle for was the original agreement, order a mount into their store and let me review prior to having my main stone replaced or the value of my ring to replace. I will turn my ring over to Scot's for them to have one made, chances of me liking it are very high and my ring would be gone.Sincerely,*** ***

Scotsman Coin and Jewelry appreciates the efforts, time and structure the Revdex.com instills in the business community and the service it provides to our customers. While we have not found ourselves in this position very often in the past 50+ years, having a neutral party like the Revdex.com encouraging and...

facilitating dialogue in hopes of reaching a mutual solution is a service we are happy to be a part of. The complaint referenced in ID [redacted], is an issue that Scotsman Coin and Jewelry spent many employee hours on, trying to help Ms. [redacted] with her complaint, concerns and wants/needs. We take our customer service and our customer’s trust in us very seriously. Our interactions with Ms. [redacted] have been no exception to those principles. From the onset of our interactions with Ms. [redacted] in early March 2016, we took her communication, emotion, wants/needs, issues and complaint seriously and professionally. We documented all communication with her, we provided her with answers to all her questions and offered her multiple options, to make sure she knew we wanted to satisfy her demands the very best we could. During the days of this issue, SCJ’s owner/President worked with Ms. [redacted], as did our CFO, our entire jewelry department and one other sales associate, all of them trying to understand, work with and resolve Ms. [redacted]’s complaint. The reason we used various employees when spea[redacted] with Ms. [redacted] was simply because she became rude, offensive and would literally hang up the phone mid conversation. Without dragging this response out too long, below we have called out the various options and solutions we provided Ms. [redacted], while trying to satisfy her demands. Also below, we touch on the basic discrepancies we have diligently tried to share with Ms. [redacted]. On multiple occasions we tried to discuss these pieces that we didn’t agree on and that conversation was not welcomed on her end. In order to agree on a mutual resolution, there has to be a basic understanding of the facts by both parties. This too, was not a welcomed discussion topic for Mrs. [redacted]. After a certain point when multiple employees have reached out to Mrs. [redacted] and been meet with disrespect, non-professional behavior/language and abruptly hung-up on, we ran out of options to communicate with Ms. [redacted]. It became pretty clear that no matter what we did for Mrs. [redacted], it was not going to be good enough and she would remain unsatisfied; always as[redacted] for more. Solutions/Options offered to Ms. [redacted]: - Complete refund of the original purchase price of her estate ring = $2,365 (bought at Scotsman on 8/11/12. o Ms. [redacted] rejected this multiple times, for multiple reasons that were not justified based on what she bought, when she bought it and what she originally asked us to do for her – during most conversations with Ms. [redacted] her version of the timeline, basic facts and demands changed/moved around o Ms. [redacted] also rejected this because we are offering to refund the original purchase price of the ring and not the insurance appraisal value of the ring. When multiple employees attempted to explain the difference, Ms. [redacted] refused to listen further and resorted to name calling, sarcasm and/or hanging up. - SCJ offered to find a ring that perfectly mirrored the used heirloom ring she bought from us. o We were not able to find, in catalogs and online, a ring that looked like the one Ms. [redacted] has, that met her approval and requirements. - SCJ offered to send her ring to a custom designer so he could make an identical duplicate of her ring. In order to do this, we needed the ring to send off to the designer. Ms. [redacted] profoundly said “no” and immediately claimed we were not to be trusted with her ring and that we were unwilling to work with her. o The cost to send Ms. [redacted]’s ring to the designer, have him make an identical match and send it back was going to cost SCJ $1000, which we were going to do at no cost to Ms. [redacted]. Ms. [redacted] still rejected this solution. While we are disappointed that Ms. [redacted] is unsatisfied and unwilling to work with us, we are confident we have offered, done for and looked past with Ms. [redacted]. The situation is unfortunate and one that no retailer or business wants to be in. However, when trying to understand and agree on the facts of this purchase and complaint with Ms. [redacted], there has been a disconnect from the beginning. How can we reasonably agree on a solution, if there is no understanding of the foundation of what we are offering and why? At this point, we are limited in what we are comfortable offering Ms. [redacted]. Scotsman Coin and Jewelry stands behind our products, our services, our employees and our principals each and every day. Given the nature of this business, our customer service, our customer satisfaction and our customer’s trust in us is all we have. We hold it dear to our hearts and we display it proudly every day. Thank you for ta[redacted] the time to read this and work with us on this compliant. Should you need anything further from Scotsman Coin and Jewelry, please reach out any time. Have a nice Friday and good weekend. Scotsman Coin and Jewelry [redacted] www.scoins.com