Complaints

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• Initial Complaint

  Date:08/08/2023

  Type:Sales and Advertising 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.

  1/7/2023 we purchased a 14k Gold 28" bracelet. The sales identification tag states 14k gold, the sales receipt states 14k gold, and the jewelry sale representative said it is a beautiful 14k gold bracelet. when we discovered it was not 100% gold bracelet we ask for a replacement of equal or higher value. We were willing to spend a little more money to reach satisfactory results. They sent us to their preferred Jewelry Store to evaluate the bracelet, they said it was not 100% 14k gold, they used a inferior material to adjoin the bracelet together. On August 3rd they offered to sale us any bracelet for 25% to 40% off. They have been in business since **** (61 Years) they knew better. Almost Fraud!! Sincerely Yours ************************

  Business Response

  Date: 08/09/2023

  *************** to Complaint ID: ********
  As I shared with **************, we take accusations of this nature extremely serious and The Exchange stands behind what we sell.  The reason we have been in business for sixty-one years.
  When the customer told us that they brought the bracelet to a local jeweler, we made a follow-up call to determine the validity of the complaint.  We received the following attached written statement from the Jeweler, ******** tested. Made of 14k gold with areas of gold solder in center of each link prone to oxidation due to chemical reaction or lower gold content within solder.
  Our reputation is extremely important to us.  In this case, the bracelet sold was marked 14K gold and tested 14K by Voyteks Jewelry. 
  As a consignment store, we do not make or purchase fine jewelry but instead accept used items on consignment. As a result, our jewelry policy allows customers 48 hours to verify their purchase with a certified jeweler.  We guarantee a full refund within that time if the item purchased is anything other than represented on the tag. Again, the bracelet was stamped and tested 14k.
  We live in *******, exposure to chemicals such as chlorine, skin chemistry, sweat and environmental factors such as salt water can all have a negative impact on gold jewelry.   Furthermore, ************* stated that his wife would swim with the bracelet on, which falls in-line with what the jeweler wrote and believes to be the issue.