Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my watch to be repaired and restored and paid an exhorbitent amount ($650) for these services which I had assumed would be top notch for the price. They kept my watch for 3 months and when it was returned today it neither worked, nor was it restored. For ****** sake they didn't even buff the crystal. The same worn out crown was still in the watch too. I don't even know if they did ANY repair or restoration after charging me that much and keeping it for THAT long. Someone needs to do something about how this business is treating their customers and not even giving them what was advertised or paid for. I've asked for return label to possibly one day get my watch fixed, but I've not received it and I don't hold out much hope. I plan to dispute the transaction, which I'm basically considering theft at this point, with my bank as I never received what I paid for. I want a working, restored watch as was advertised.

  Business Response

  Date: 02/26/2025

  Dear JD.,

  You spoke to our customer service team yesterday and we provided a return label to rectify the situation. You have a vintage watch that cannot be easily restored by anyone but us. Our prices are more than reasonable and are usually cheaper than our competitors. We would be glad to evaluate your watch and fix any issue as we stand by our craftsmanship. We are also happy to provide you a refund and invite you to take your watch elsewhere.

  Please let me know your preferred method of resolution.

  Kind regards.

  Customer Answer

  Date: 02/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ** *******
  
   
  

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2024 submitted two Montblanc pens for service. I received an estimate for ***air of one pen. I emailed multiple times over several weeks asking about status of other pen and received delayed responses from **** taking up to a week at a time, requiring me to email again. July 26: I called because I was not getting response by email; conveyed situation to *** (I think it was ***** but not sure); I was told they would look into it and get back to me. It was unclear whether **** and ***** were in communication about the issue, so I continued trying to contact **** by email.July 29: I called because I had not heard back since July 26 phone discussion (I think it was ***** but not sure); I was told the same, that they would look into it and get back to me. It was still unclear whether **** and ***** were in communication about the issue, so I continued trying to contact **** by email.August 5: I called because I had not heard back since July 29 phone discussion and had not received any response to my July 26, July 30th, and July 2 emails; ***** indicated by phone she would escalate to management and pull the tapes, and that I would hear back by the morning of August 6, which did not happen. August 7: I received a call from ******* ***** that pen was lost and she would work with Montblanc to ***lace it and cover the $80 ***air charge of my other pen. I did not hear back from ******* for weeks. When I called late August/early September, I was told ******* no longer worked at company and I needed to speak with *****. I had to call back multiple times to get ***** to tell me that they were still trying to get ***lacement pen, it would take two weeks, and they would send second ***aired pen back to me with it. It has been almost three weeks since I heard from ***** and I left another message today. I am tired of wasting my time calling these clowns, and I cannot believe Montblanc is using them as their authorized ***air center.

  Business Response

  Date: 09/24/2024

  Dear ******,
  
  Thank you for reaching out to us. We truly understand your frustration, and wed like to take a moment to review the key points we discussed during our last conversation:
  
  We have made every effort to remain responsive throughout this process, addressing your inquiries through multiple emails and phone calls.
  As a reminder, the missing pen was never received in our system. To help avoid any future miscommunication, we kindly encourage you to follow our guidelines for order creation and packaging.
  In response to your concerns, weve worked closely with ********* to custom-make a replacement red pen specifically for you.
  This process took just over three weeks, and we do consider this a fast turnaround time according to industry standards.
  
  We truly appreciate your patience as we finalize the replacement, and were here to ensure this is resolved as smoothly as possible. Please dont hesitate to reach out if you have any further questions or concerns.
  
  Best regards,
  The My Jewelry Repair Team

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ring back to get the gold plating back on it. They told me that i had to pay 30 some dollars i have a lifetime warranty on my ring.. They are charging me for something i already paid to ****** Receipt *******

  Business Response

  Date: 08/26/2024

  Dear *************************,
  
  Thank you for reaching out to us regarding your recent experience with your ring repair. We understand your concern about being charged for the gold plating, especially since you have a lifetime warranty.
  
  As ***** National Authorized Repair Provider, we want to clarify that your ***** Care Plan was purchased directly from *****, with ***** as the obligor of the agreement. To process a ***** Care Plan order correctly, specific information is required, including your ***** Care Plan Number, purchase date, and purchase price. This information is all available on your receipt.
  
  Additionally, these steps are detailed on our company website for your reference. It appears that when you previously placed a ***** Care Plan order, this process was correctly followed,ensuring coverage under your plan. However, in this recent instance, it seems the necessary information may not have been provided, which might have resulted in the misunderstanding regarding the charges.
  
  We recommend reviewing the details on our website or contacting the ***** store where you purchased your plan, or any ***** location, to confirm your coverage and ensure all necessary information is provided for future service orders.
  
  We appreciate your understanding and are here to assist you with any further questions or concerns.
  
  Best regards,
  The My Jewelry Repair Team

  Customer Answer

  Date: 08/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/28/2023 I signed the agreement to fix my Mont Blanc watch, the same day I got an Email back stating Repair has begun, The transaction is over $1,800.00 My Jewelry repair keeps telling me every time I request an update that the manufacturer has not provided the parts needed, of Course all this with out proof of Purchase orders being made to manufacturer, Im not sure How normal is more than 6 months waiting for parts, and also no real updates with proper back *** and receipts,Are My Jewelry Repair Brokers, Do they have My Watch,? Im concern my watch and the Memory that they promised to restore is Gone.

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent a ring with 2 mossianite stones to be set. I denied service and they said they were sending everything back. I recieved only the ring no stones.. been 2 days since they said they would get back to me

• Initial Complaint

  Date:09/18/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my Mont Blanc pen to be repaired 2 months ago. This company not only took a long time to fix the pen but they finally shipped it, with a required in-person signature required. It is valuable so I understand but I called them immediately to tell them I am a caretaker for my brother, who has cancer and is in Hospice. I am at his home from 6:30 am to 4:30 pm or later. I cannot be home to sign for the package. I left a note and signature for *** leaving permission to leave the package and they said My Jewelry Repair would not allow it. It was sent back to the company. I had already been in contact with a customer service representative who agreed they would send it w/o required signature, per my approval. Then I received additional emais from other employees saying they would repair the pen which it didn't need repair. Again I contacted the customer service representative who said he,d straighten it out. Today I received an email saying it was sent out, signature required. So, once again it will be returned and start the process over.I feel like my pen is being held hostage until I agree to their rules, which I cannot do. I am sorry my brother hadn't died to accommodate them, but I feel a company with such flagrant poor customer service and lack of communication within the business, should receive a very poor rating.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately the end of March or early April, I sent my watch in to myjewelryrepair.com for repair. Upon the receipt of their cost estimate of ******, I paid the amount in full on April 11, 2023, and authorized the repair. The last update on the website is April 12, 2023, and I've sent at least 3 inquiries by message or email asking for updates, and was informed that one of the parts was backordered. No new time estimate for my repair has been given. My most recent inquiry on August 11, where I requested either an update to the repair time estimate or a refund, has gone unanswered, as has a followup to that inquiry made on August 21. Sixteen weeks is long enough for a repair, especially if they don't know when or if the backordered part will arrive, and I require either a realistic update, or the return of my watch at their company's expense along with the full refund of my prepaid repair order.

  Business Response

  Date: 08/28/2023

  Hello ******,

  We sincerely apologize for the delay concerning the Movado parts. Upon checking our records, it appears our last communication was on 07/14. Regrettably, we couldn't locate any emails from you on 08/11 or 08/21.

  
  Please note that this delay arises directly from the manufacturer and is not a reflection of our typical service standards. We have already escalated the part delay issue with Movado and as soon as we have the essential parts in hand,we'll ensure your item's repair is treated with priority. We truly regret any inconvenience this may have caused you.
  If you'd like to discuss *********** further or need immediate assistance, please feel free to contact our **************** team at ************ (available M-F 9am-3pm PST). Additionally, we've sent an email to keep you informed.

  
  We greatly appreciate your patience and understanding during this time.

  
   -My Jewelry Repair Team

   

  Customer Answer

  Date: 08/31/2023

   I am rejecting this response because: while I appreciate a manufacturer delay, myjewelryrepair seemingly made no effort prior to my BBB complaint to advocate on my behalf, especially given that the repair was prepaid.  As soon as a complaint was filed, all of a sudden the backordered part was available and sent via 2-day mail.  Why could they not have escalated my repair sooner?  Surely 16 weeks should already have rung their alarm bells.  That said, my repair finally arrived complete and beautifully packaged, its too bad I had to make a complaint for that to happen.
  
  
  

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sent the Montblanc watch for repair. turns out they don't do repair on this kind of watch but this is montblanc repair facility as they are in the montblanc official website. they ship the watch to me but put a wrong address. texas instead of my address (traced it using tracking number) it's been two weeks and no resolution yet. I want to either get back the watch or they pay for the price of the watch ($1200). they said they will retrieve the watch to reroute but I still don't receive it. they said they will file a lost on my behalf thru UPS but there's no update. please help me to resolve the issue.

  Business Response

  Date: 03/17/2023

  Hello,

  
  

  I apologize for the inconvenience. Your item was shipped on 3/9/23 and delivered 3/10/23.

  
  

  Kind regards,

  
  

  My Jewelry Repair Team

• Initial Complaint

  Date:06/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had gotten my ring repaired by them in March where I found they did not solder my ring back together properly causing a stone to fall out after repair. Although my ring is supposed to be covered under their guarantee, they are attempting to charge me another $150 which is the same price for three stones so I do not understand that or the reason I am being charged for their bad workmanship in the first place. My wedding is in August and the clock is ticking. If I have to buy another ring then they need to pay for it.

  Business Response

  Date: 06/29/2022

  Hi, ***!

   

  We would like to reiterate our responses to your similar emails and posts on Google, Facebook, and Instagram Comments, Messages, and Stories.

   

  We fix any damage that is done on the jewelry that we receive and send the completed repairs with a premier standard check through our quality assurance team prior.

   

  Unfortunately, what you're claiming does not line up with the repair photos as the ring that was sent back to us has a prong that does look like it was pulled back, causing the gemstone to fall out again. This ring was also not of what you originally described, as there was no soldering job done needed to repair the ring with the initial order.

   

  As you can see in the repair photos, the two prongs were bent back initially, and our jewelers provided the exact repair that it needed. We provided the estimate on December 17th, 2021 and you approved the estimate on February 5th, 2022. We did inform you after you approved the estimate that we could not make the repair by the initial date as we were waiting for the ordered gemstones to arrive at our facility. We shipped out the quality assurance checked ring on March 15th, 2022.

   

  We received your ring again and provided the second estimate on June 22nd, 2022. The ring had yet again had its prong pulled back, which again, was not a result from our workmanship, but from the type of metal the ring is crafted with.

   

  We also offered our CEO to call you and figure out your situation on a personal basis, but you declined due to wanting written communication, which we complete understand. However, we see there is no mistake on our end in terms of the repair process itself.

   

  If you would like to communicate with us in one form of communication privately instead of four different social media platforms, please continue to contact us at ****@myjewelryrepair.com. We are looking forward to hearing back from you and we hope to resolve this as we understand how important and sentimental these jewelry pieces are to our customers. We would also like to wish you a wonderful day!

   

  - My Jewelry Repair Team

  Customer Answer

  Date: 06/30/2022

   I am rejecting this response because: that's a bold face lie and the pictures you sent me only prove my point. I've had another jeweler look at the terrible job done and we both agree. My fiances lawfirm has handled cases like this in the past and it would be a shame to have to go to court over my engagement ring right before our wedding. If the services are not performed you will be sued for multiple damages. I urge you to reconsider your stance on the terrible job done in repairing my ring
  
  
  

  Business Response

  Date: 07/20/2022

  Hello,

  We have reached an impasse with Ms. ***. We have refunded her original repair and returned the item unrepaired. We stand behind our workmanship which is not the cause of damage to her item. We are not responsible for the damage caused by the client.

  My Jewelry Repair

• Initial Complaint

  Date:06/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Montblanc pen on vacation. I wanted an extra fine nib - the retailer advised Montblanc would replace the nib for free. I sent the pen to "My Jewelry Repair" (repair #*****, order #********) for a new nib to be installed. The told me the nib was on backorder, and would take 30 to 90 days for a new nib to be received from Montblanc in Germany. It's now been almost SIX MONTHS with NO status updates from My Jewelry Repair - only "the nib is still on backorder". The ONLY time they make contact is when I call or email to ask what the status of the repair is.

  Business Response

  Date: 06/26/2022

  Hello,

  
  

  As we and Montblanc have explained several times, you nib is on backorder with a scheduled deliver date of 6/30. Your order was approved on 3/8 and the part was ordered 3/9. Each nib is handmade and shipped from Germany. These things routinely take an extended amount of time which we explained at the time of approval.

  
  

  Kind regards,

  
  

  My Jewelry Repair

  Customer Service