Ybarra Bros Jewelers

Firstly, customer in statement of problem failed to mention our store policy printed at the bottom of the receipt of his purchases. The policy reads "All sales final. No returns. Exchange for equal or more price within 30 days of purchase only". We offered the customer to wait until I, the...

owner, got back from my personal trip for him to personally speak with me and come to an agreement. At this time we are only offering this customer an exchange for any thing of his choosing for an equal or more value but not a full refund. Secondly, the customer made my employees feel extremely uncomfortable. He was yelling and swearing profusely at my employees on 06/29/2017. My employees felt threatened and fearful but were responding to him in a calm and professional manner. He then proceeded to wait in his truck outside of our private parking lot even after we closed for the day. My employees did not feel safe and our private security guard had to tell him to leave since it was private property and the businesses were closed for the day. As he exited the parking lot he continued to swear at my employees. He then proceeded to wait in the parking lot of a business neighbor until my employees called the police. My employees were following the store policy and personal instructions I leave for them during the time I am gone. Lastly, I refuse to issue a full refund due to the store policy and because his "honest working man" behavior. I understand the customer is frustrated from the trips and having to take time off, and I apologize for the inconveniences, but as mentioned in his statement, I attempted to fix the issue of the watch many times and had my employee offer a discount on a following purchase of a different watch. I will not refuse service to him and am happy to exchange the watch for him if he wishes since the one he purchased has been defective.