ComplaintsforHeaven Fine Jewellers

• Initial Complaint

  27/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my son's ****** bracelet to add links which I provided . The first time I picked it up the 3 links were added and the bracelet was not centered . Went back to the store complained about the situation. They added only one link when we asked to add two links. The third time the links were not equal on each side. Went back again and again they took out too many links. My fifth attempted I was promised that there would be no further issues. Went back the 6th time on June 24th and I picked up the bracelet. When my son got home he tried the bracelet and the clasp does not fit because they damaged it. The clasp is bent in enabling the clasp to fit. Also they broke the left over links. I have been speaking to Jennifer prior to today and left a message on the 20th of June for one of the managers to call me because at this point my son and I were extremely upset. Jennifer said she would leave a message for me to get a call back. I was not called back Today June 24th I was at ******** **** ****** (this is where the store is located) and I decided to pick up the bracelet. I made my feelings heard regarding all of these trips (and by the way we do not live close to the mall) . I was only given bunch of excuses and I told the manager that I did not want to hear excuses and this is not totally unacceptable . I do not remember the sales person name, but it was a male, (one of the managers) and Jennifer was also there. My son is going back tomorrow morning June 25th-2022.to ask compensation for the bracelet. This was a gift from his grandparents and holds sentimental value. We are both beyond upset because it is obvious that they do not know how to run a business and also for all of the inconvenience that they have put us through. ******* ***************

  Business response

  06/07/2022

  Better Business Bureau
  
  To whom it may concern,
  
  We acknowledge the Customer's complaint, and with all courtesy and respect, addressed the issue at the time it was brought to our attention. The customer did have to return several times as the repair was done incorrectly the first time, and thereafter had to be adjusted as the customer demanded the bracelet have an equal number of links on either side, therefore it was too tight when too many were removed or too loose when too few were removed. In the end, the correct number of links were removed and the bracelet fit perfectly.
  
  The issue with the lock and clasp was also addressed in store by the son when he returned, and left happily, incidentally it was the morning the complaint was filed.
  
  It should also be noted that the customer's claims of 'not knowing how to run a business' are disparaging, as we have been operating for over 25 years with a stainless history of customer service, have Google and Facebook ratings to back up our service, and always go the extra mile for customers. Also, the customer should keep in mind, the same way all other businesses are experiencing delays in service due the ongoing pandemic, with staffing shortages and sick leave, repairs do require more time than previously. We make a note to notify all customers of this.
  
  I personally served the customer when she came the final time to pick up the bracelet, and she left smiling and in good spirits.
  
  A 'Replacement' was requested, but we are not sure what the customer would like replaced. Either the bracelet or the repair, both of which we are willing to provide.
  
  Please inform us of how to proceed, if the scenario requires further action.
  
  Best regards,
  
  Na'im Vojdani, Manager/Owner
  

  Customer response

  07/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  My son and myself did not leave the premises vet happy as they are reporting. We will never shop there again and will not refer them to family or friends. Service provided by them not at all acceptable.

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