ComplaintsforDover Jewelry & Antiques, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August, 2023, I purchased a ring off **** through Dover. I left a 3-star review, due to undisclosed damage to the ring. The company reached out to me and said they would fix it for free. The technician they had work on the ring did not do the repair discussed. The area they worked on was not warranted and they did damage to the ring. A representative from the company called after I received the ring back and I told him about how upset I was. He said they would make it right. After I sent the estimate to the company, the owner, ***** (mo) called and said he would not pay for the damage his technician caused. Any attempts to call Dover and have them own up to this mistake have been ignored. I have filed a claim through **** and my credit card company. I would like to be made whole on the situation, as Dover did damage to the ring after purchase and is refusing to take responsibility. The amount I paid to have the ring fixed to fix the damage caused by the company is ******* dollars.

  

  Business response

  04/12/2024

  We have attached all the information regarding this ring. Pictures and description, the quality is clearly mentioned and our company policy. 

  
  Dover Jewelry sold this item on 8/17/23.The item was in a very good condition when it was sold. We inspect thoroughly our items before shipment. The customer reached out to us that they had issues with their item. We offered to have the item returned to us, address their concerns with the ring (all free of charge) and return it to them.

  
  The customer received the item back to her as per the attached tracking information 1Z6Y610AA697736522. Delivered On Wednesday, November 08 at 6:03 P.M. at Residential. The customer delayed in responding to *******************************************, and now we have reached almost 6 months since the initial purchase - thereby passed the Money-Back Guarantee option. Dover Jewelry made continual efforts to communicate and accommodate the customer, however, they opened a chargeback with their financial institution. 

  
  The financial institution decided in the customer's favor, therefore the customer has the ring and the money in their possession. As this is fraud, we have filed a police report with their local police department in ******, report number - KC24601987.

  
  We wish to resolve this by either receiving the money back in full, or have the ring shipped back to us. 

  Customer response

  04/15/2024

   
  Complaint: 21512263
  
  I am rejecting this response because:

  The business never responded to my complaint. 
  
  Sincerely,
  
  ***********************

  Customer response

  04/17/2024

  The ring was in "fair" condition when I bought it (very good is reserved for new items, not damaged ones). It clearly states in their company policy that they repair jewelry before sold. 

  They offered to fix it for free, and instead they ruined it. The photos are proof the ring sustained damage. 

  I do not believe the company replied in good faith. The ring was delivered back to me on November 8th. On November 9th, I spoke to a representative at Dover Jewelry and told him about the damage done to the ring by the Dover technician. He stated they would make it right and told me to take it where I wanted to get it fixed. 

  I tried to call several times about the cost of the ring repair and they kept hanging up on me. 

  When I called in January and finally spoke to the owner, he denied any of this. 

  I was then forced to use the **** portal for communication so as to have the conversations on record. 

  Dover did not offer for me to ship the ring back or get a full refund until after I had shipped it to another company for repair. 

  The damage they did to the ring was clearly an amateur mistake, which the owner should take responsibility for. 

  I did file a complaint with **** and my financial institution and, yes, they all ruled in my favor. This company should not offer services if they do not have the expertise to carry out said services. 

   

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