ComplaintsforKathein Jewelers

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kathein Jewelers was to replace the missing crown on my Movado watch. A verbal estimate of $45.00 was given to me on 04/20/24. When the watch was picked up the crown was installed BUT DID NOT ALLOW for the time to be changed as the crown was too small and tight to the base of the watch. When this was pointed out to the two sales assistants, their response was that the crown was installed correctly. The repair was outsourced by this jeweler. They were very confrontational, rude and arrogant when I demanded that the watch be repaired correctly. Additionally, they charged $74.20 for this unacceptable repair. This jeweler did not offer any resolutiion to this problem.

  

  Business response

  06/24/2024

  Hello BBB
  
  Here is the timeline of events:
  
  The watch was dropped off by ***************************.
  
  The watch was picked up with ******* receipt and paid for by a *************************************.
  Credit card receipt attached. And for the record, the battery was also changed which added to the total $70 price.
  
  *************************** is the man who then came into our store and demanded as ****** so stated that we fix his watch. We were not confrontational and were trying to explain that his missing crown was in fact that small as indicated by the size of the groove on his watch case. He stormed out of the store mid explanation. Please ask for a photo of the watch and you will see the crown is the correct size as it is physically impossible to be larger due to the case.
  
  The following day we got a ****** review from *****:
  I want to thank the old man for showing me the magic trick with my watch.cant wait to treat him to the same experience. What comes around goes around
  
  We then received notice from our processing company that a chargeback was filed. We disputed and provided an explanation. Asked for a photograph of the watch to indicate we fulfilled our service. The processing company sided with our explanation. Documents attached. We provided this explanation:
  The service was provided as detailed on the credit card receipt. The watch left the store in working order and the part is a Movado crown. The customer is not happy because he is claiming the crown is "too small" however, if you are able to acquire a photo of said watch, you will clearly see that it is the correct and only size that is compatible with his particular watch case. There is a grooved section the crown fits into to limiting how large the crown can be. The customer did not like nor would accept this explanation even when shown this grooved area. We provided service and cannot control that Movado uses smaller crowns on their watches (the part used to set the time). He was argumentative, threatening and dismissive and left the store after repeated explanation.

  Customer response

  06/26/2024

   
  Complaint: 21887849
  
  I am rejecting this response because:

  THEIR RESPONSE IS AGAIN A DENIAL OF INFERIOR WORKMANSHIP. The fact that the credit card company accepted their charge is only a confirmation of a specific credit card being used and NOT A CONFIRMATION THAT THE WORKMANSHIP WAS ACCEPTABLE OR OF A NORMAL STANDARD FOR JEWELERS. Mentioning a ************** in their response is nonsencical, meaningless and has nosubstance regarding this dispured transaction.I understand that your organization has no power of enforcement, however your acceptance of my complaint is appreciated and will be filed in your records regarding Kathein Jewelers Marco *********. Please refer my complaint to anyone requesting a history of Kathein Jeweler's business practices.

  Thank you for your timely responses to my communications regarding this complaint. 

   

   

  Sincerely,
  
  *************************;          

*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. ↩