ComplaintsforValliani Jewelers

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a watch from the ************** location on 1/31/24. Realized it wasnt working and took it back. They never followed up or reached out with an update. I called a couple of times trying to get an update, and finally dropped by in person. After a major run around that felt dishonest and almost a month later, I finally got a replacement that also did not work. Took that one back and they said there was nothing they could do, and would not give me a refund. This was supposed to be a nice present for a family member celebrating a milestone birthday. This whole terrible experience has deeply tainted what was supposed to be a joyful occasion. Also got home to find an All sales final stamp on the receipt that I was never told about during the purchase. I find that to be really disturbing as well. All around shady business.

  Business response

  04/01/2024

  As an authorized dealer of Movado watches, we strive to uphold the highest standards of quality and customer satisfaction. We apologize for any inconvenience.
  
   Based on our store policy, all sales are considered final. In your particular case, the watch has been used and cannot be exchanged.Regarding the warranty process, we are more than willing to assist you in resolving this matter. As stated on the Movado website, the international warranty is directly provided by ******.
  
  We kindly request that you bring the watch back to the store so that we can properly assess the issue and guide you through the warranty process. Our team will do their best to ensure a smooth and efficient resolution.
  
  Once again, we apologize for any frustration or disappointment you have experienced. We appreciate your patience and understanding as we work towards resolving this matter and providing you with a satisfactory solution.
  
  If you have any further questions or concerns, please do not hesitate to reach out. We are here to assist you and restore your trust in our services.
  
  Thank you for your cooperation.
  
  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/1/24 I made a jewelry purchase and on 3/5/24 went to return the item and they would not accept the return, stating no returns. I am a minimal English-speaking individual and I was not informed of their policy. I was asked to sign documents without translation nor explanation. I did ask and was told "just sign". All I ask is to be able to return the unused item and to also have them provide explanation to future customers of other languages than English to have the written information available in their own language so that this very important policy is understood. I attempted to call the corporate headquarters but was only able to leave a message on an old recording machine. This took place at the ************ store in ***********, **. I spoke to ****, *** and *******.

  Business response

  03/18/2024

  To Whom It May ***************** are taking each complaint very seriously and are diligently reviewing the information provided by the customer. We will have results of our investigation within next 3 business days. Thank you for your patience.  

  Business response

  03/21/2024

  To Whom It May *******************

  Thank you for allowing us to review all the data pertaining to your visit to our ************ location. We have worked diligently to gather all the facts.  After interviewing the team and checking the video footage of your visit (over an hour) clearly shows that communication between the customer and the sales team was very good. The sales team is bilingual and all discussions were in English and Spanish. Please note4 that we take this matter very seriously. Please feel free to contact our team for any assistance. Our goal is to provide the best possible experience for our customers.

  
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I purchase a ring from this place, and at the end of our purchase, I noticed the tag on the ring that read, Lab grown. At this time, we were just about to sign the last receipt. We stopped immediately when noticing this. The manager and associate tried to convince us its great value. I did not believe this to be true, so we told them we will do our research and get back to them next day as it was late and Store was closing. WE LEFT THR RING THERE AT THE STORE. Next day, after doing some research, I called to let them know we would not like to go through with the sale. They refused to return item even though the sale was not finalized and left merchandise with them. They are deceitful and practice bad business **************** unethical.

  Business response

  01/16/2024

  Thank you for reaching out to us with your concerns. We apologize for any negative experience you may have had at our store. We take customer feedback seriously and strive to provide a positive shopping experience for everyone.
  We would like to clarify that our store policies are clearly written on store receipts, which you sign at the time of purchase. Additionally, these policies are displayed in our store for everyone to read. As per our policy, we have a no return policy and only exchanges can be made within 30 days.

  Thank you for allowing us time to look into your specific situation. Ms. ***** visited our location on December 12th, after browsing she found the ring that  she really liked. 2 sales associates have discussed in detail the quality and the cost of the ring. ***** associates in detail went over the origin of the ring composed of Lab Grown Diamond and side stones being Mined Diamonds. Ms.***** took the card with the information on the ring and promised to come back when she is ready to purchase. Ms.***** returned on December 14. After the lengthy discussion of the price of the item she decided to make a purchase. Ms. ******* son has joined Ms.***** when the sales receipts were being signed and payment was being processed. Ms. ***** finished the purchase and  then requested the ring to be sized for the next day delivery and signed size change request.  ***** Team was diligent about the product and the policies and customer agreed and signed the receipts. 

  We are happy to work with the customer and make an exchange. Please feel free to contact us or visit us to discuss how we can provide the best possible experience.

  Customer response

  02/06/2024

  Below is the rejection and reason for response:

   

   

  My mother clearly has a hard time with the English language. She explained that to them as they wanted her to buy the ring.

   

  She expressed she needs her son to be there.

   

  I got there at 9:48pm; after store closure. Walked right up. Thanked them for waiting. And asked what they can tell me about the ring so I can translate to my mother.

   

  They mention the size and name brand name. NOT ONCE did they mention that it was a Lab Grown ring.

   

  I found that on my own whilst signing the receipt.

   

  I STOPPED THE PURCHASE DURING THE PURCHASE.

   

  I noticed the lab grown was written! I asked them why they didnt mention that to me?

   

  This is extremely unethical.

  Business response

  02/13/2024

  Dear Ms. ***** and son,

  Thank you for your response.  The sales team provided the detail description of the product several times before finalizing the paper work. We would gladly offer you an exchange for the same or similar item with the Mined Diamonds or Lab Grown Diamonds. We strive to provide the best product quality at the highly competitive prices. Please feel free to reach out to schedule an appointment to go over the details. Thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Valliani shop in ************** will fool you!!!! The selling price of their jewelries are 10x more than the appraisal value of the purchased jewelry. For EXAMPLE, If the tag price of their jewelry is $10K, they will give you 60-70% discount. So you will only pay $3K. You thought you got a great deal? NO!!!! Because once you appraised their jewelry to any TRUSTWORTHY and AUTHENTIC jewelers you will found out that the REAL VALUE of Valliani jewelry is only $100-300. Meaning the jewelry that you bought for $3K which is the selling price is $10K for example, are NOT even worth $500 or $1,000. Even worst is there is NO RETURN policy!!! Valliani Jewelers simply CANNOT be trusted. I regret buying from them. I wish I can submit NO star to Valliani jewelers in ************** *******. Now realize why their shop is not BBB approved. Because Valliani jewelers CANNOT be trusted!!!!

  Business response

  01/04/2024

  Dear *******************,

  Thank you for reaching out. Please help us investigate this matter by uploading the purchase receipt from Concord Location. We have looked into the attached sales receipt from the ********* Location and to best of our knowledge you were very happy with the purchase and has not expressed any concerns. We are lookin forward to hearing from you to resolve any concerns you may have. 

   

  Customer response

  01/09/2024

   
  Complaint: 21090316
  
  I am rejecting this response because: I want to CANCEL the ordered jewelries. I will return the jewelries to Valliani and I don't want to receive any charges from Iddeal. I will cancel my complaint and be very happy if Valliani will allow me to return my order without any charges. They can call me on my cellphone. I want to return the jewelries.
  
  Sincerely,
  
  *******************

  Business response

  01/10/2024

  
  Thank you for reaching out to us with your concerns. We apologize for any negative experience you may have had at our store. We take customer feedback seriously and strive to provide a positive shopping experience for everyone. We stand by the quality and the value of our product. Upon our review we understand that you have not visited nor contacted neither Concord nor ********* location with any concerns as to the quality or value of the product you have purchased at either location. We are happy to provide appraisal from the independent party at no cost to you to show how confident we are that you have purchased a premium quality product at a great price. We also request that you share the appraisal that states that the jewelry you have purchased from Valliani Jewelers is only $100-300 to authenticate the credibility of the source.

  We would like to point our that our store policies are clearly written on store receipts, which are presented for the review and then signature at the time of purchase. Additionally, these policies are displayed in our store for everyone to read.

  Please visit our store at your earliest convenience, and we will be happy to assist you with the exchange if you are not satisfied with the product.
  Thank you for bringing your concerns to our attention. We value your feedback and will take the necessary steps to improve our customer service.
  
  
  Sincerely,
  
  
  Valliani Jewelers 

  Customer response

  01/11/2024

   
  Complaint: 21090316
  
  I am rejecting this response because: I dont want an exchange. I want to return the items. 
  
  Sincerely,
  
  *******************

  Business response

  01/15/2024

  Hello *********,  thank you for your prompt response. All terms and conditions of the purchase were discussed with you during the purchase at ********* location and at ******* location. Our staff diligently went over the paperwork with you prior you signing all agreements and receipts. We are offering an additional independent service with no charge to you to help you evaluate the value and quality of the items you purchased. We have not received any proof or any other documentation to justify your unfair comment regarding the sales team, quality and value of our product. Please feel free to visit our location to better address your concerns. Thank for your time.

  Customer response

  01/19/2024

   
  Complaint: 21090316
  
  I am rejecting this response because: I don't want to spend money just to get appraisal for the items that I bought from you. In the first place when I bought jewelry from your store you should provide certificate about the authenticity of your jewelries. But I didn't receive any certificate of authenticity from you. Secondly, 4 out of 4 authentic jewelry store in ************ already examined the jewelries that I bought from you and they told me the real value of the jewelries that I bought from your store in Sunvalley. ALL of them gave the same feedback that the ring that I bought from you was only $300 and no more than $500. Again, I'm NOT happy and I'm REGRETTING buying jewelries from your store specially now that you don't want me to return the items that I purchased from your store. I went to your store in Sunvalley Concord to return the items but your supervisor does not want me to return the items. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday morning December 21, 2023, I took my ring to be cleaned at this Jewelers. The man that helped me told me that they could not clean it if the prongs were damaged or any diamonds were missing. I assured him that was not the case. He checked it and gave me a 10 minute time frame because it had to go through a machine. When I returned, he showed me how sparkly it was and took my $10 payment and receipt. I have had this ring for 14 years and not once has the diamond fallen out until last night. I took it to another jewelers today only to find out that it was a rhinestone, not my diamond! I called this jewelry store and the woman who answered told me to come into the store to talk to the manager. My husband called right after me and the manager, a woman named ***** spoke to him and said she would review the tapes and that she knows her workers and they wouldn't do that. She called my husband back after a while and said that she would get back to him in a week.

  Business response

  01/04/2024

  Dear ******,

  We would like to extend our sincere apologies for any inconvenience caused during your recent visit to our store. We have been in contact with your husband to address the matter and find a resolution. Upon further review, we discovered that our office initially saved the footage from the morning of December 21 for your review, but your husband informed us that you actually visited on December 9, not the 21st.
  
  We would like to clarify a few important points. Firstly, our store does not carry rhinestones at all. There are no rhinestones in our showcases or the jeweler's office. Any diamond or ring supplies we do have are securely locked away and only accessible to the jeweler. It is important to note that our jeweler does not arrive until noon each day, and he was not present when you came in to have your ring cleaned. Additionally, none of our sales associates have the knowledge or training to use the tools that belong to the jeweler. For ring cleaning, they simply place the ring in the ultrasonic cleaner and steam clean it.
  
  Given these circumstances, it is simply not possible for us to remove a diamond from a ring, find a replacement that matches in size and color, and mount it on a ring within a mere 10 minutes, especially without it being noticed for 11 days. We completely understand your concerns and would like to invite you to visit our store again to observe the jeweler's process firsthand. We believe this will help clarify any doubts or misunderstandings. Furthermore, we are more than willing to provide any information you may require from us.
  
  Once again, please accept our apologies for any inconvenience caused. We value your satisfaction as a customer and are committed to resolving this matter to your satisfaction.
  
  Warm regards,
  Valliani Jewelers

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  on aug 20, 2022 ************************* shopping at vallini jewelers ********************************** we were approached by a security guard who stayed at our side the entire time. he called a salesperson named ****** who proceeded to show me a watch, was told he would give me the best deal if i bought it that day. told him i would think about it, my wife inquired about a ring, then they started working the sales pitch on her. by this time there were 3 salespeople one guy was taking pictures of me with his cell phone, the other was working the calculator and the other showing my wife the rings, the security guard sparked up a conversation with me and stayed there the whole time. several other people were in the store, yet this guy chose to stay with me. i was told if we bought the ring they would throw the watch in for free. we agreed. we were given some documents to sign ( 3 receipts). at the time i signed the receipts, they didn't have any kind of markings or any type of stamps on them. they came back with copies of the receipts, which all had red stamped marking on the receipts i had previously signed. also, i signed the receipts at the jewelry case not at the register. i asked the manager about the no return stamps? he simply said we couldn't return them. i told the manager that i didn't agree to that and that they had deceived me into signing. there is nothing posted in the store about the return policy. after talking with my niece who is an attorney, she told me i could in fact return the items purchased within 7 days with the receipt for either an exchange or full refund. according to the cal. civil code s1723. i went back there on aug 27. 2022 to return the items. they wouldn't accept the returns. they made every excuse not to accept the return. they said you already wore the watch, not true! i tried it on in the store and they put it in a box and in a bag. (no links were taken out). the ring, my wife didn't wear the ring either. boxed it and taped it.

  Business response

  09/28/2022

  Business Response /* (1000, 9, 2022/09/28) */ To whom it may concern, This is in response to a complaint from **. ****** regarding his purchase on August 20th, 2022. **. ****** was passing by our store in the mall and spotted our watch case of **** watches. It was a busy evening that day and **. ****** waited between 15-30 minutes to be helped by one of our sales associates. After looking at many watches **. ****** liked one of them and tried bargaining for a deal as his wife sat down with one of our sales associates. Since, both **. ****** and **s. ****** liked watches and diamond jewelry, they wanted to get a package deal and wanted to apply for financing. **. ****** already had an account with one of our financing banks and wanted to increase his purchase limits, so **. ****** went through the verification process to complete the transaction. We strive to provide the best possible customer service. **. ****** was happy and even socialized with our sales staff, security guard and even exchanged phone numbers, as they had such intimate conversations. They were at our store for more than one hour and liked the price they negotiated for and the terms we offered with our financing. Upon finalizing all the details and negotiations **. ****** and ****** agreed to make the purchase. As our standard process for all customers each customer must sign and date the terms and agreements of the purchase, which are printed on every single receipt and posted next the register. Also, every customer is verbally informed as to what they are signing and must agree to the terms and conditions to complete the purchase. **. ****** signed 3 different documents to complete the purchase and financing agreements, which state our refund and exchange policies and terms of the financing that they are agreeing to. Our goal is simple to keep every customer satisfied before and after the purchase. We do hundreds of transactions and every sales associate is trained to present our policies clearly to make sure every customer is satisfied, especially in this economy we strive on mostly returning happy customers. We have tried to offer **. ****** an exchange for any item in the store to his satisfaction, however, **. ****** does not believe the terms and conditions of the store apply to him. As required our return and exchange policy is posted by the register in 2 twice and automatically printed on every single receipt. The civil codes **. ****** is referring to only applies if no return policy is posted or presented, which is not true. If **. ****** was not sure about his decision to make any purchase then he would not have gone through a lengthy process of financing and signing 3 times without reading or questioning what he is agreeing to. We still invite **. ****** to exchange the merchandise if they are not satisfied for any reason. We hope for a good outcome and **. ****** remains our customer as has done business with our company in the past and knew about the same refund policy. Consumer Response /* (3000, 11, 2022/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) as i stated in my complaint, my wife and i were looking at a watch case at which time a security guard approached us. (1 minute there) he asked if we needed help and i said i wanted to see a **** watch. he said, give them a couple of minutes and someone will help. about 5 minutes there a salesperson by the name ****** came out. i asked him about a watch and his best deal and he said let me go ask the manager. about that time my wife was approached by a second salesperson. he started showing my wife some rings at a different location at the store. in the mean time the security guard was still next to me. the next thing i see is the manager, a salesperson and ****** all trying to convince my wife into purchasing a $50,000 ring. we can open you a credit account or you can put it on lay away. we were both told that if she bought the ring they would throw the watch in. anyway that $50,000 ring was somehow discounted down to $7000. we were NEVER TAKEN TO THE CASH REGISTER to complete the trans action. we sat at the ring display counter and all documents were brought to me at which time i signed them and i asked them for a copy of all receipts. the sales manager took all the signed documents went back into a room behind the register and came back with the copies folded. i looked at the receipts and noticed the documents stamped "NO RETURNS". he pushes the bag onto my hand and with the other hand puts his hand on my shoulder in a pushing me out motion. i went back the following Saturday we went to return the merchandise. again we were approached by the same security guard, ****** and the other salesperson. we told all three we wanted to return the items for a full refund. ****** said, we can't return them "you already worn them" i said no we didn't ! they are still in the boxes, then he said "oh we already took a link out for you" i said no you didn't. look at the watch, inspect it if you want. when he ran out of excuses he said "we have a no return policy" i asked him if the store had signage that explains their "no return policy", he then said it's on your receipt. i said the doc's were stamped after i signed them. we argued for a while then i was asked to leave. while i was there i did take pictures of the store and there is no signage regarding their return policy. i just want to return these items for a full refund! Business Response /* (4000, 13, 2022/10/08) */ Hello Sir. Like we had mentioned above. There is no refund policy in store. You have 30 days to even exchange the merchandise. All watches are final sale after sizing. However we understand you are not happy. We'd like to schedule a time with you to come in and explore other options for your purchase. Please let me know if you would like to do that. You can reach us at ************ We always want our customers to be happy. We'd love to work something out with you. We look forward to helping you. Thank you. Consumer Response /* (4200, 15, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) they don't have a return policy posted in the store. the documents didn't have a "no return" stamped on them prior to me signing. after i signed the documents, the manager took all the documents to the back and returned with copies that had been stamped "no return". i told all 3 salespeople and the security guard that those documents were fraudulent, it was deceitement on their part. last time i checked deceiting someone for a monetary gain was against the law. like i said previously, the watch has not been worn, there has not been any work done to it, still in the box. the ring is still in the box with the bow around it (taped closed), has not been worn either. i just want to return both the watch and the ring for a full refund. have you, *** seen the pictures i sent of inside the store? you can clearly see they don't have any signage of their return policy. look at the reviews on your website. not good at all. i know what they are doing is illegal, i hope and pray that you can rule in my favor and have them accept the merchandise back for a full refund. thank you, sincerely, ************* Business Response /* (4000, 17, 2022/10/23) */ Hello sir, Like mentioned above. We'd love to help you. The store manager has reached out but we cannot a hold you via phone. If you could please call us at ************ Thank you Consumer Response /* (4200, 19, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not called me nor they reached out me in anyway. Like I said previously there is nothing posted in the regarding the return policy. Pictures sent. The watch was tried on in the store only it still has all the original tags on it and as far as the ring, the manager took the tag off and put it Ina box and taped a ribbon on it. These items have not been worn, they are in the original condition. The no return on the receipt was stamped on the receipt after I signed the doc's. The manager too the receipt to the back and came back with the receipts stamped. Business Response /* (4000, 30, 2022/11/16) */ Hello sir, I personally just tried to reach you but it went to voice mail. We really want to help you and talk to you in person. If you could please be kind enough to call us back at ************* We want to make you happy. We look forward to serving you. Consumer Response /* (4200, 32, 2022/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) once again, i have not received a phone call, email nor any written correspondence from these people. i received a letter from one of the finance company, synchrony bank. i also filed a dispute with synchrony and iddeal finance co. synchrony completed their side of the investigation and have credited the amount of $5800.00 back to my account. waiting on iddeal to complete their side of the investigation. sending a copy of the synchrony letter to you. they can call me at ************ to make arrangements to return the merchandise

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to ***** jewelers and had my diamonds tested and some were fake !

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/09/08) */ Dear ***************, We are not able to locate you in our customer database. To better assist you in this matter please provide a copy of the receipt for the item purchased from our company. We stand by the quality and authenticity of our product. Please provide the name of the jeweler/appraiser who worked on the item and provided the grading report/appraisal of the jewelry. thank you Business Response /* (-10, 6, 2022/09/08) */ Business supplied email: ************************* Use this address for any contact with the **********************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased on June 8, 2022. Paid $**** for 14KT "Novello-Collection", Lab Grown 3 Stone Pendant with necklace, 3.00CW. Mastercard used ending in *******. Requested Appraisal Certification - ********'s required sending necklace to lab for certification. June 9, 2022, via phone call, contacted *****., Jewelry Consultant, stated necklace was sent to lab for certification June 9, 2022. *** suggested future communications be made via text. June 10, 2022, text sent to *** requesting status update on necklace and possible purchase of bangle white gold bracelet. June 10, 2022, *** responded via text, stating the sales receipt suffice for necklace being sent for appraisal. June 10, 2022, requested clarification on date necklace was actually sent to lab for appraisal, stated "It was sent the day after, suggesting June 9, 2022. June 15,2022 1st text request sent @ 7:18 AM, 2nd text request sent @ 5:09 PM and 3rd text request sent @ 9:00 PM requesting an update on the necklace and appraisal certification. June 18, 2022, 4th request for update on necklace @ 2:10 PM. In-person visit made to store shortly before 3:00 PM. Customers were present. ***************, Store Manager stated an answer would be given on Monday, June 20, 2022, on when the necklace and certificate would be received. ******** would send a text regarding the date of receipt. A written request for a refund has been requested via email to ********'s, June 20, 2022, and contract policy agreement is considered null and void because the merchandise has not left the jeweler's possession/store.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩