Twin Jewelers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] A response was sent today after Revdex.com called me back I clicked on proceed box, and everything disappeared Left a VM message about this, and my call-back number [redacted] Want to be sure you noted the day of at least my phone response, Will send another email later in week Thank you, BB In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Customer brought in timepiece on 1-**-15, we notified an estimate would take 7-days because of the timepiece's age and complicated natureEstimate provided 1-**-15-customer agreed to repair and price of $plus slaes taxWe notified required time to repair of approx2-weeksCustomer
agreedCustomer called prematurely to check status before agreed time- we assured watch repair time necessaryDiagnosed a good overhaul and cleaning would correct his watch's poor performanceFixed and ready for pickup by 2-**-15; (customer called around 2-**-15)Client inspected, set and asked to have watch set and functions tested:alarm, etcWe walked him through the alarm-set and sounded it- client frustrated- could not hear apparent chimes ("going off" as we tested) We did not accuse of being deaf, EVER! Just that the chimes were sounding off repeatedly- and client could not hear themEventually, Client heard themWe apologized for his frustration out of respectWe NEVER disrespected Client or mistreated himClient was notified of a one year guarantee to assure optimal performance in the coming months and beyond, signed and dated by staff, paid for watch repair and left satisfied.Client called a day and half later, on 2-**-15, yelling on the phone that his watch crystal was "scratched"My partner and co-owner was transferred to the call and agreed to pithe client's watch at his residence, nearly miles away, to personally handle the client's complaintWe strive to go above and beyond high customer service. When partner was greeted by client, the watch crystal was "shattered", completely broken, not "scratched" as the client mentionedClearly, an accident happened (in the client's possession), but client was unwilling to admit itNot only was the watch in perfect shape when he left our shop, but there was not a scratch on the glass(pictures taken for our records and on file) We deemed the "accident" a mysterious occurrence. We took the watch and had it expedited it to our technician that performed the repair servicesW agreed unanimously that the client knocked or dropped it, by mistake, etcWe changed out that broken "crystal" and performed a cleof any glass fragments that may interrupt future performance, FREE OF CHARGE! we called out to the client within a week later to assure him that the timepiece was performing well, once again and the glass had been changed free of chargeThe client refused to call us back himself- or thank us, ever! He sent MrsB*** on his behalf, once againWe asked to have MrB*** call us to confirm that his expectations were met and that he was happy to have his prized timepiece backNo call; busy schedules, etc.? No problem.Notified by *** *** chargeback division two occasions: 4-*-and 4-**-15, client disputing charges of repairI immediately contacted MrB***- spoke to his wife, never got a call backI pleaded that he call me to explain why he was disputing the charges- she could not answer for himNo explanationI asked her to please have him call meNo Call Back!I rebutted the dispute with *** and explained truthfully what went down, step by step, and was awarded in favor of Twin Jewelers, both times.We at Twin Jewelers went above and beyond our mission to provide the Highest Customer Service Experience and take our high rating seriously! We were blind-sided on two occasions with *** without explanation and a call back.Upon client finding out results from ***, we were hollered at, direspected and threatened on or around June **,that "you will be hearing from my lawyer"- and hung up on by MrB***Our store manager informed the client that if he was having any additional problems with his watch, please bring it in to see the owner(s) personallyHe rudely hung up on usThat was the last time we spoke with MrB***. MrB***'s warranty is still in effectI have, as well as my partner and staff, personally attended to Mrand MrsB***'s needs and requestsA refund is not due and out of the question! Services were provided fairly and agreed on by both parties

Twin Jewelers' response is fantasy, flawed and unacceptable.  Their commentary changes at every turn, whether to me, [redacted] or Revdex.com.  I stand by my original complaint to you.  Bottom line:  the watch has been with them twice and has come back unrepaired.  Therefore, their one-year guarantee is worthless.  Had they not at the outset made their written and verbal mendacious claim that "all repairs are done on premises," I would never have left my watch with them.  (Even so, had it been repaired, the matter would have ended there.)  I have spent substantial time, money and aggravation on this matter, and have not received from Twin Jewelers a meaningful or considerate response.  (No, they will not get my watch again; it will be repaired by another jeweler.)  Rather than rebut their fabrications once again line by line, I will, as suggested by the Revdex.com, take the matter to and do so with the Consumer Protection Agency.  This merchant's fabrications, puffery, and self aggrandizement are unconscionable.  (Thank you for trying to help.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 A response was sent today after Revdex.com called me back.  I clicked on proceed  box, and everything disappeared.  Left a VM message about this, and my call-back number [redacted]
Want to be sure you noted the day of at least my phone response, 7/**/15.   Will send another email later in week.   Thank you, BB 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Watch not rapaired on premises, as promised. Came back twice with new problems. First time, crystal fell off, cracked - store accused customer of stepping on it, replaced it. Second time, expansion band damaged. Watch now stops if not wound, despite being self winding; runs slow within short time, alarm vibrates but is not audible unless held in certain position. Store owner implied watch owner was deaf because of his age, repeated same charge in written response to [redacted] Card, where I had requested a charge-back. Store also told [redacted] that my wife said I had broken the watch. Their insinuations piled up. I called several times asking for full refund, manager "with another customer" each time; did not call me back. Store did not understand or know the watch features. Had been going little fast, paid store for estimate, told me watch needed overhaul, would repair any problems. Now they argue repair - what repair? - is guaranteed for one year. Twin Jewelers is not able to repair my LeCoultre and each time they get it back, there is further damage. The store owner apparently did not even test it before returning it to me. What good is their useless one-year guarantee? Further, their personal attacks on my faculties, their lies and accusations about me and my wife, and their refusal to make an attempt at accommodation are unconscionable. I have not been able to use my watch - will have to repair it, now with further damage, elsewhere - and would not entrust Twin Jewelers to handle it one more time.Desired Settlement: Hope Revdex.com will get me a full refund, less what I had paid for the repair estimate

Business

Response:

Customer brought in timepiece on 1-**-15, we notified an estimate would take 7-10 days because of the timepiece's age and complicated nature. Estimate provided 1-**-15-customer agreed to repair and price of $305.00 plus slaes tax. We notified required time to repair of approx. 2-3 weeks. Customer agreed. Customer called prematurely to check status before agreed time- we assured watch repair time necessary. Diagnosed a good overhaul and cleaning would correct his watch's poor performance. Fixed and ready for pickup by 2-**-15; (customer called around 2-**-15)Client inspected, set and asked to have watch set and functions tested:alarm, etc. We walked him through the alarm-set and sounded it- client frustrated- could not hear apparent chimes ("going off" as we tested) We did not accuse of being deaf, EVER! Just that the chimes were sounding off repeatedly- and client could not hear them. Eventually, Client heard them. We apologized for his frustration out of respect. We NEVER disrespected Client or mistreated him. Client was notified of a one year guarantee to assure optimal performance in the coming months and beyond, signed and dated by staff, paid for watch repair and left satisfied.Client called a day and half later, on 2-**-15, yelling on the phone that his watch crystal was "scratched". My partner and co-owner was transferred to the call and agreed to pick-up the client's watch at his residence, nearly 5 miles away, to personally handle the client's complaint. We strive to go above and beyond high customer service. When partner was greeted by client, the watch crystal was "shattered", completely broken, not "scratched" as the client mentioned. Clearly, an accident happened (in the client's possession), but client was unwilling to admit it. Not only was the watch in perfect shape when he left our shop, but there was not a scratch on the glass. (pictures taken for our records and on file) We deemed the "accident" a mysterious occurrence. We took the watch and had it expedited it to our technician that performed the repair services. W agreed unanimously that the client knocked or dropped it, by mistake, etc. We changed out that broken "crystal" and performed a clean-up of any glass fragments that may interrupt future performance, FREE OF CHARGE! we called out to the client within a week later to assure him that the timepiece was performing well, once again and the glass had been changed free of charge. The client refused to call us back himself- or thank us, ever! He sent Mrs. B[redacted] on his behalf, once again. We asked to have Mr. B[redacted] call us to confirm that his expectations were met and that he was happy to have his prized timepiece back. No call; busy schedules, etc.? No problem.Notified by [redacted] chargeback division two occasions: 4-*-15 and 4-**-15, client disputing charges of repair. I immediately contacted Mr. B[redacted]- spoke to his wife, never got a call back. I pleaded that he call me to explain why he was disputing the charges- she could not answer for him. No explanation. I asked her to please have him call me. No Call Back!I rebutted the dispute with [redacted] and explained truthfully what went down, step by step, and was awarded in favor of Twin Jewelers, both times.We at Twin Jewelers went above and beyond our mission to provide the Highest Customer Service Experience and take our high rating seriously! We were blind-sided on two occasions with [redacted] without explanation and a call back.Upon client finding out results from [redacted], we were hollered at, direspected and threatened on or around June **,2015 that "you will be hearing from my lawyer"- and hung up on by Mr. B[redacted]. Our store manager informed the client that if he was having any additional problems with his watch, please bring it in to see the owner(s) personally. He rudely hung up on us. That was the last time we spoke with Mr. B[redacted]. Mr. B[redacted]'s warranty is still in effect. I have, as well as my partner and staff, personally attended to Mr. and Mrs. B[redacted]'s needs and requests. A refund is not due and out of the question! Services were provided fairly and agreed on by both parties.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

A response was sent today after Revdex.com called me back. I clicked on proceed box, and everything disappeared. Left a VM message about this, and my call-back number [redacted]

Want to be sure you noted the day of at least my phone response, 7/**/15. Will send another email later in week. Thank you, BB

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Twin Jewelers' response is fantasy, flawed and unacceptable. Their commentary changes at every turn, whether to me, [redacted] or Revdex.com. I stand by my original complaint to you. Bottom line: the watch has been with them twice and has come back unrepaired. Therefore, their one-year guarantee is worthless. Had they not at the outset made their written and verbal mendacious claim that "all repairs are done on premises," I would never have left my watch with them. (Even so, had it been repaired, the matter would have ended there.) I have spent substantial time, money and aggravation on this matter, and have not received from Twin Jewelers a meaningful or considerate response. (No, they will not get my watch again; it will be repaired by another jeweler.) Rather than rebut their fabrications once again line by line, I will, as suggested by the Revdex.com, take the matter to and do so with the Consumer Protection Agency. This merchant's fabrications, puffery, and self aggrandizement are unconscionable. (Thank you for trying to help.)