Stauer, LLC

I just got hung up on by Stauers customer service line, whom clearly does not know how to handle an upset customer. My husband bought the Dearly Beloved ring set in 2014 for his proposal and our marriage. Needless to say both he and I are very angry and disappointed. The ring my husband ordered was unfortunately a size too big so when we got the chance, we went to go have it resized. The gentleman at the jewelers yesterday told us if he resized it, the rings would be ruined as cubic zirconia can not handle heat. Stauer's webpage claims the stones in the ring to be a lab created diamondaura, but my jeweler is telling me otherwise. He explained that when he tested my ring a diamond should shoot back the heat that is projected into it, and my ring did not even light up the tool. Stauer's customer service representative even went on to tell me there diamondaura is a diamond but a made up stone. He was very rude to me and when I explained all I wanted was my husbands money returned to him, he said he couldn't as the warranty is expired. What does warranty have anything to do with refunding my husbands money back to him. The stones are clearly fake, the ring is chipped, and the band is turning black. I do not want a replacement ring as I am sure it will be the exact same one as the one I have now. I work in customer service and when I have an upset customer I do what I can to resolved the issue. I do not hang up on them because I can't handle a distressed guest. Now I am upset that my first set of rings in my marriage are fake, and angry that I got hung up on by a customer service representative who could not and would not help me resolve my issue or transfer me to someone who could. My husband spent $150.00 dollars on a ring that we were told is retailed between $25.00 - $40.00. This is absurd, and I hope they contact me to resolve this issue.

I am rejecting this response because:
I have no proof that Stauer has not removed my credit card information or Personal contact information for resale as retribution for this complaint.

Stauer may be held up in the Dakotas as legit, but I doubt they are. Beware of a Scam.
3 of 4 purchased items fell apart in 2 days. The "World Class" 27 Jewel watch looks great, but stopped working after 3 Months.
Bery possoble a tip-off

Initial Business Response /* (1000, 5, 2015/12/08) */
Consumer talked to customer service on 11/30/15 and was advised to return the watch for full refund. Due to the busy season we are behind on processing returns. We have gone ahead and processed the return before receiving the watch back, for a...

full refund.

We have contacted the customer and agreed to refund her $99.00 for the membership.  For any inconveniences caused to her we have told her to keep the free gift item number [redacted] and we are sending her another free item number [redacted].  She seemed to be satisfied with this resolution.

Initial Business Response /* (1000, 5, 2015/12/10) */
12/8/15 we replied to the consumer by email, with attachments showing the dates and times we emailed him regarding the credit card declines. We apologized for any inconvenience and offered to re-enter his order with expedited shipping and no...

shipping costs.

Here some email correspondence we have had with this customer.  I believe the issue has been resolved with our company From: [redacted] [[redacted]] Sent: Thursday, March 09, 2017 5:52 AM To: CUS-STAUER CUSTOMER SERVICE Subject: Re: order I will as soon as I get the...

real culprit to make things right. And if they don't contact me by tomorrow I will be reporting them and for sure let the Revdex.com know that u did nothing wrong  Sent from my iPhone On Mar 8, 2017, at 11:41 AM, CUS-STAUER CUSTOMER SERVICE <[email protected]> wrote:Dear [redacted],    Thank you for notification, we did  receive the complaint from the Revdex.com and will notify them of your email. If possible we would also like you to withdrawal the complaint as it does affect our ratings.  If there are any other issues that needs to be address, now or in the future please do not hesitate to contact us at the number listed below. We very much appreciate your business and hope that you will remain a valued customer.       If you need further assistance, please email us at [email protected] or call Customer Service Administration toll-free at ###-###-####, Monday through Friday, 8:00a.m. to 6:00 p.m., Central Standard Time.   Thank you, Stauer Customer Service###-###-####[email protected]   From: [redacted] [[redacted]] Sent: Wednesday, March 08, 2017 8:19 AM To: CUS-STAUER CUSTOMER SERVICE Subject: order I think I made a mistake....and I have tried to call but put on hold for too long.  I complained to the Revdex.com about a ring order I never got.....but now I don't think you are who I ordered it from.  it was confusing because it's the same ring that was in one of your catalogs you sent.  I am going to look into this further and then i'll get back to you.  I did order a ring and paid for it jan 23rd which I never received.....but i'm checking with the other company [redacted] This electronic communication is intended solely for the use of the individual(s) to whom it is addressed. If you are not the intended recipient, any further review, dissemination, distribution, or copying of this electronic communication or any attachment thereto is strictly prohibited. If you have received an electronic communication in error, please return it to the sender and delete it from your system. Thank you for your assistancell us why here...

I called Stauer about a ring that I saw advertised in a magazine for $79.00. The Stauer rep. told me shipping would be another $19.95, but if I "joined" Stauer, and sent them about $120.00, I would get lots of coupons, discounts, discounted shipping. When I didn't go for any of this, after a 5-minute conversation, the Stauer rep just hung up. I have bought items from Stauer in the past; some have been good deals with good quality, while others are of questionable quality. I think that you kind of roll the dice whne you order from Stauer, based on a pretty magazine or inter net picture and description.

Initial Business Response /* (1000, 5, 2014/07/31) */
We have contacted the customer, and advised we would refund his membership,and he could keep the free gift,and use the coupons from it. He declined, so we not only refunded him, we canceled the membership completely. We do show two emails...

from customer on 7/21/14 to cancel this membership, and replied to them after the automatic renewal was canceled. We are working on making our web site more user friendly.

We do apologize that we missed the customer's email.  This is our response to him today:Thank you for your inquiry. This order is the automatic renewal of the Stauer Membership. We do apologize as you should have been informed when you ordered your membership and on the letter you received with...

your membership coupons. Additionally a notification letter was sent to you 60 days prior to this transaction which alerted you to the charge. The letter stated if you do not wish to renew the platinum membership you needed to contact us by letter or phone to state you wish to not renew. This renewal has already processed and shipped out. We have process a refund back to your credit card for the membership, and the coupons that were sent out to you have been voided.  Your welcome to keep the catalog that is coming in the mail, but the coupons and discounts will now be removed and cancelled per your request.Customer has received a full refund of $99.00 which will show with the bank that holds his credit card in 24-48 hours.  This time of year due to sales and returns, the hold time will be longer than normal.

I purchased my first product, a watch, from Stauer, in 2003. Even though the watches and other products that I have purchased are not in the Rolex or Tiffany category, I have been completely satisfied with their products and services. I recently called Stauer about repairing a watch that I had broken. Even though the watch was purchased in 2009 and the warranty had long ago expired, the company sent me a new watch with a new warranty for just the shipping and handling fees.

There was a system glitch where the order did not hold the discount code.  Customer was not charged and order was stopped.  We have contact the customer and have agreed to send her the item at no cost to her.  She was pleased with this resolution.

Initial Business Response /* (1000, 5, 2014/11/11) */
This is a definite training opportunity for Stauer with new customer service representatives. Customer was refunded $35.22 on 10/23/14 and also refunded another $25.70 on 11/5/14. We have also send the customer a $50.00 coupon to use...

towards a future purchase
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
Thaddeus,
Thank you for your email. I tried to sign in on the Revdex.com site with the case#:
XXXXXXXXX and the password [redacted] gave me, but it didn't work. Anyway, the free pendant
that I complained about finally did arrive, however they send another "damaged item," which was
supposed to be the "free gift." This company demands alot from their customers...applying expensive prices, for cheap damaged items/jewelry. The color of the pendant was supposed to be a sapphire blue stone and it looks black. One of the stones surrounding it, which are supposed to be imitation diamonds, was also damaged, darkened in color and the sterling silver in which it is held by was also scratched on the back. This, "free sapphire pendant," was accompanied by a "emerald pendant," item no. XXXXX, which was on promotion for only $3.10. They charged us full price for that item of $28.80. Plus, shipping of $19.95 and originally charged an automatic extra fee, without consent, of around $7.00. This "automatic fee," is apparently billed to every customer when placing an order. They don't know about it, until they get the bill. The damaged item, Sapphire pendant, will not be shipped back, because to pay for return shipping again, (a second time), is absurd. Plus, they take way too long for shipping a product for the $19.95 fee. For that price, it is not unreaonable to expect overnight shipping. At this time, it is only fair and reasonable to expect from them, the correct amount of difference from 28.80 down to only $3.10. That was the original advertised price of the item in the flyer. They ship damaged products along with false advertising, and over bill the customer for shipping along with some unwanted and unconfirmed price for the "damage fee of around 7.00, (I don't know the exact amount), it may be around 6.95 or 7.95. Please contact back via email, when a problem resolution has been completed. Thank you, [redacted]
Final Business Response /* (4000, 9, 2014/11/28) */
We have refunded this customer in full and sent a $50 gift coupon. Per new complaint, we have now refunded $10 for damage fees

Initial Business Response /* (1000, 5, 2015/12/08) */
Today we replied to the consumers email with attachments showing the dates and times we emailed him regarding the credit card declines. We apologized for any inconvenience and offered to re-enter his order with no shipping charge and to...

expedite the shipment with no extra shipping charges. We are waiting for his response
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit card was never declined. The answer was not to my complaint.
Final Business Response /* (4000, 9, 2015/12/16) */
We have contacted the customer and advised to use our shipping label to return. He agreed and we have refunded him if full $137.40

Initial Business Response /* (1000, 5, 2015/09/24) */
We have contacted the customer and discussed the care of his watch. He really likes this watch and we agreed to replace it with a new watch. If this watch becomes tarnished again, we have agreed to replace it with a different watch within the...

same price range
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
Thank you. Spoke with Stauer and everything has met with my satisfaction

Due to miscommunication between Stauer, and the customer, we have refunded $190.00 back to Visa ending [redacted] yesterday.  It can take 24-48 business hours for the bank that holds this credit card to show the refund.  Per customer request we have also marked his account do not promote.

Initial Business Response /* (1000, 5, 2015/09/21) */
We have contacted the customer and directed him to the web site to advise the details for the Jewelry set does state chain not included. As a gesture, we wanted to send him a free set with a chain. He declined, and just wanted his refund for...

shipping back. He was refunded $32.95 today and it should show with the bank that holds his credit card within 24-48 hours.
Initial Consumer Rebuttal /* (2000, 6, 2015/09/22) */

Initial Business Response /* (1000, 5, 2015/07/25) */
Customer has been advised his new Watch shipped 7/21/15
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Replacement watch has been...

received.Unfortunately it does not work. Exasperated dealing with them. What do I do next.
I've been a good and satisfied customer until now. They have my sales records. Can't believe Michael [redacted] knows how these people are ruining his company.
Final Business Response /* (4000, 9, 2015/08/05) */
We were in contact with the customer on 7/29/15 and believe it to be the battery on his watch that is not working. We offered to pay for the battery. Customer
stated that he would check the battery and if that was the only problem he would be ok. We have not heard back from the customer so assuming the watch is now working.

Initial Business Response /* (1000, 5, 2015/04/14) */
IWE have contacted the customer and advised she has been refunded in full including shipping charges for a total of $261.95 and this refund will show with the bank that holds her credit card within 24 - 48 hours. We also advised that we...

have sent all of this product back to the vendor and canceled.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have NOT been refunded. I checked IN PERSON with the bank this morning to verify that there has been NO REIMBURSEMENT.
Although informed - on 4/14 - that I would be refunded in full including shipping charges for a total of $261.95 and this refund would show with the bank that holds her credit card within 24 - 48 hours - expected at the latest on 4/18 . . .
I have NOT been refunded. I checked IN PERSON with the bank this morning to verify that there has been NO REIMBURSEMENT.

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.
Sincerely,
[redacted]