ComplaintsforRobbins Brothers

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with a recent experience at the *************** location in ************ area, *******, *****. My wife and I were excited to purchase a wedding ring we had selected, valued at approximately $8,000. We showed our commitment by paying $2,000 initially and an additional $1,000 subsequently. However, due to errors on their end, the total cost escalated to approximately $10,000, which is approximately $2,000 more than the agreed price. This discrepancy is not only shocking but also unacceptable. Further complicating matters, there was a mishandling of our debit card payments. We had specified how the charges should be split between our cards, but this was not followed, leading to confusion and unnecessary stress. When we attempted to rectify this at the store, we encountered resistance and a lack of cooperation from your staff. This was particularly evident when our suggestion to split the payment was initially dismissed without consideration. Our experience deteriorated further when an accidental transaction resulted in $2,000 being credited to our account instead of being charged. This error was then compounded by charging us the incorrect amount of approximately $8,000, depleting our bank account completely. When we sought managerial intervention, we were met with a prolonged wait and an unsympathetic response from Manager *****************. The entire situation was handled poorly, with a lack of empathy and professionalism. It was not just a financial inconvenience but also an emotional setback, especially considering this purchase was to celebrate our anniversary. The suggestion to apply for a credit option in light of your mistake was both inappropriate and insensitive. Ultimately, we decided to cancel the transaction and seek a refund. However, even this process was fraught with difficulties, as we had to ensure the accuracy of the refund ourselves.

  Business response

  02/22/2024

  Hello - both the Robbins Brothers CEO and store general manager reached out to ******************************* immediately after his complaint to resolve the issue. ******************** then replied, via email, on Jan 15 that he appreciates the prompt positive resolution, is proud to consider themselves lifetime customers of Robbins Brothers, and look forward to continuing their patronage for all future jewelry needs. We value our customers and are pleased that we were able to promptly assist.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I got married 4/3/2021. We sent it in for service/yearly inspection and also to weld the two bands to the engagement ring. We picked up the ring a few days before the wedding. Top diamonds were cracked, NOTICED by ******* brothers who said we can take the ring home and bring later to send for repair but had to be done when we had a *** week gap to be without the ring. We finally had an opportunity to take it in. Dropped it off ******** thinking I did let them know what had happened. Today ********** I receive a call and when I provide this information for assistance, ******* brothers in ************ tells me that my warranty has been voided because we didn't leave the ring then. Which, per my conversation with *******, she found no notes in the system about these cracks. We have purchased many of our jewelry there and we trusted that they were taking care of us as customers. I am expected to pay the cost for repair when I followed their suggestion.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/02) */ The guest brought her ring in for an inspection on a day the jeweler was off. She left it to further inspect. The jeweler then advised a Guest Experience Representative that one of the center multi top diamonds was chipped. The GER let her know it had to be sent out to the vendor since it is an invisible setting and we cannot work on it in store. The guest told her she was aware of the chip and that's why she brought it in. On her previous visit, someone had already told her we had to send it out, but she did not want to be without it since her wedding was around the corner. This process would take 6-8 weeks. ******* was under the impression that since she had not left it for repair/warranty replacement at that time, then she was out of warranty. There was some miscommunication regarding whether her diamond would be covered under the diamond warranty. Our general manager brainstormed with ******* and walked her through the conversation on 2/3. We let the guest know her diamond would be covered under warranty since she was within her time frame. We would be replacing it and the setting was covered by her peace of mind service policy. However, if the vendor comes back and tells us that the structure of the ring was damaged at some point when the diamond fell out and they have to fix it or remake it, we would then ask for a quote and let her know every detail along the way. We asked if she was ok with this. She said yes, and gave us permission to move forward with sending the ring out for repair/replacement/quote. The ring was sent out the week of 2/5. It was received on 2/10 by our home office. We were waiting for vendor communication. Our repairs department emailed on 2/24 that the original vendor the ring was purchased from was acquired by another vendor. It has led to a delay in communication until they can confirm the purchase and the materials used to make the ring. ******* messaged the guest again yesterday 2/24 with this delay update. Texting back and forth has been the best form of communication to ensure we are both clear. We are working diligently to resolve the issue as promptly as possible as we move forward with the repair.

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