ComplaintsforJFL Diamonds & Timepieces

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a $300 bracelet from this business and paid $45 for expedited shipping. Upon receipt of my email, I noticed an additional optional insurance charge that was added. I emailed the business requested they remove it. They instead canceled my order and wont respond to any messages.

  

  Business response

  12/28/2023

  Hello,

  We have attached the transcript of our emails with the customer. We notified them of our policies and the fact that once the order is placed we are unable to change it. We understood their concerns, but it seemed that they would not be satisfied with any sort of resolution. For this reason, we decided to go ahead and cancel the order. The customer's claims of us not responding is incorrect. We require up to ********************************************************** which they are received. We responded to their latest email within the 24 business hours time period.

  At this time, the order has been voided and a full refund has been processed back to the original method of payment for the customer.

  Thank You

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details of item purchased from JFL:Diamond Engagement Wedding Ring Ladies 14K White **** Pri... Paid: $2,389.99 + $50.00 for sizing = ******* Order number: ************** Item ID: ************ Date sold: 06/21/2020 Quantity sold: 1 Sizing: $50.00 Purchase a ring through their online store on **** August 2020. Less than 1 month (Sept 2020) after purchase a stone fell out of the ring. Contacted JFL as it had a 6 month warranty. I expressed my concerns about the quality/craftmanship because it had only been 1 month & a stone fell out without any damage, or daily wear. They repaired the ring & assured me all was well with the ring including additional loose stones. August 2021, a stone fell out of the ring again. Contacted JFL via email because I really felt as though the ring had poor craftsmanship and was defective. JFL replied it's out of ************ would need to pay to have it fixed & it can happen regardless of how well it's kept. They advised they could build a wall around the center stones but it would change the look of the ring. I elected to have the ring assessed and repaired by a worldwide reputable conglomerate in the jewelry industry. Sept 2021. They advised that ring was poorly designed/made & there were loose diamonds in the ring. Because of this the diamond may fall out again. Contacted JFL via phone because at that point I felt a refund was in order due to the issues from the very beginning & added cost. I was advised that I was outside of the refund ********** would not be getting a refund. Less than 6 months from that repair (12/2021), a stone fell out again/loose stones. It was repaired. I barely wore the ring prior to that & eventually stopped wearing the ring for a while as I was afraid of loosing stones & paying for the ring over again in repairs. Decided to wear for an ************* fell out again (8/2023) w/other issues with stones. Ring not worth the price paid. Ring doesn't hold up to any type of wear. Beautiful ring poor quality.

  

  Business response

  09/11/2023

  Hello,

  We are sorry to hear about the issues you have been facing with your purchase. We try our best to ensure that all customers are satisfied with their purchase.

  Looking back through our records of communication with you, we see that you purchased the item back in 2020. We see that you had sent the ring to us back in September of 2020 where we repaired the ring for you under the manufacturer warranty and had our diamond setter assess all the diamonds on the ring to ensure they were securely set. After that, we see that you had messaged us via **** on August 12, 2021. We had responded to that message, but since then, we never heard back about the issue. Since we did not hear back, we thought that everything was taken care of on your end. We are not sure if you had gotten your ring repaired by local jeweler since that last communication.

  As part of maintaining any jewelry, especially gold jewelry, we always advise that the ring is sent in for cleaning, maintenance, and inspection every 6 months to a year. This is because gold is considered to be a softer metal which makes it more malleable. This means that when we are wearing a gold jewelry, especially rings if, during normal use, you may accidentally collide against things without knowing. This is a very normal thing and happens often. When this happens, the prongs that hold diamonds weaken over time which, in turn, cause the diamonds to fall if the prongs are weakened enough. This is why a bi-yearly inspection is high recommended to ensure that the prongs are maintained properly. 

  Unfortunately, since we did not receive a response back in 2021, we had no idea what was going on. You are more than welcome to email us at *********************************** with all the details and pictures of the ring and its current condition and we can see what we are able to do about it so you do not face these issues in the future.

  Thank you for your time.

  JFL Inc.

  Customer response

  09/11/2023

  Thank you for your response. In my complaint filed, I stated that I elected to have my ring repaired elsewhere the second time due to the issue happening again after it was repaired by JFL and I was told it wouldn't happen again and I was going to be charged for the repair. At no point in time was I ever advised to send my ring to JFL  or take to any other jeweler for bi-annual servicing. I am being advised of that now after several repairs that were done to the ring. Every time the ring had an issue, I had to get it repaired. That makes 4 repairs to the ring since 2020. That is too many repairs to a ring in a 3 year timeframe. This is something that if it happens should happen over the course of years. Particularly since I did not wear the ring daily and did not wash my hands or do labor intensive work with the ring on. The ring was just repaired again and I am horrified to wear the ring because I am scared a stone will fall out again. The repair costs are too much and it is not fair to me as a consumer to have to keep paying for something that is supposed to last a lifetime. If you all offered a lifetime warranty to cover all parts of the ring, then I would feel better about the ring, but you do not and I am reaping adverse consequences. As previously stated, I tried reaching out to you all about my concern because something didn't seem right about the ring. But, I was told I would have to pay and I could not get a refund.  I did that before and the ring did not hold up to your guarantee. So, I am sure you understand why I did not contact you again. You had already given me your answer. After this last stone falling out, it was clear that this ring was not what either of us hoped it would be. Again, the ring is absolutely beautiful and am sad that this has happened. My husband sacrificed at the time to get it for me. But, we are putting more money into the ring and that is not the purpose of why he purchased it.

  

  Business response

  09/19/2023

  Hello,

  Thank you for your response. We understand your apprehension in the matter given your past experience. We want to apologize for the subpar communication and the way your situation was handled previously. We are happy that you like your ring and we want to make sure you are able to enjoy it for a very long time. 

  At this time, in order for us to get a better idea of the situation, we would need to see the ring and see what is going on. Although there may be some costs involved in repairing the ring, we will do our best to help reduce the costs as much as possible for you. As always, we will run all the costs by you prior to working on the ring to make sure you would be alright with the costs.

  If you choose to send the ring to us, please ship it to:

  JDT Team
  RMA# JFLBBB-WS
  *******************************************
  Ste 8N312
  Atlanta, ** 30303

  Please be sure to securely package the ring to avoid any damage while it is in transit. Once you have shipped the ring, please let us know the tracking number. You can email us with the tracking number at ***********************************.

  We want to make sure that you are taken care of and you are happy with your ring. 

  We look forward to hearing from you and hope you can give us one more chance in rectifying this situation.

  Thank You

  Customer response

  09/19/2023

   
  Complaint: 20578142
  

  Greetings and thank you for your response. However, I am rejecting this response because: the ring has already been repaired for the 4th time. As stated in my previous message "Every time the ring had an issue, I had to get it repaired. That makes 4 repairs to the ring since 2020. That is too many repairs to a ring in a 3 year timeframe. This is something that if it happens should happen over the course of years. Particularly since I did not wear the ring daily and did not wash my hands or do labor intensive work with the ring on. The ring was just repaired again and I am horrified to wear the ring because I am scared a stone will fall out again. The repair costs are too much and it is not fair to me as a consumer to have to keep paying for something that is supposed to last a lifetime. If you all offered a lifetime warranty to cover all parts of the ring, then I would feel better about the ring, but you do not and I am reaping adverse consequences."  I have attached pictures to show the ring has been repaired. My resolve is that I receive a refund of all monies paid for this ring. Again, you all do not offer a lifetime warranty to cover the whole ring so I am not satisfied that this won't happen again. Thank you very kindly and I look forward to your response.
  
  Sincerely,
  S W

  

  Business response

  09/20/2023

  Hello,

  We understand your position. Unfortunately, we do not offer a lifetime warranty as some local jewelry stores might be able to do. This is plainly because those stores build the potential costs that they may incur from the warranty claims into the pricing, where as, in order to keep the prices low for customers, we do not offer the lifetime warranty.

  We understand your apprehension and we would feel the same way in your situation. Since you are not comfortable with another repair, please let us know what your thoughts are and how we can approach this with your assistance.

  Thank You

  Customer response

  09/20/2023

   
  Complaint: 20578142
  

  Greetings,

   

  Thank you for your message.  *************** to the following statement in your recent message: "Since you are not comfortable with another repair, please let us know what your thoughts are and how we can approach this with your assistance."

  My response: As I stated in my previous message, the ring has been repaired again for since this complaint was filed for the 4th time. I do not need JFL to do any repairs at this time. I filed a complaint because the ring is not holding up to the guarantee JFL initially provided me via email after the ************. In 3 years the ring has been serviced four times which is too many. Honestly, the 1st repair was too much because a stone fell out in less than 3 months after purchase. I am requesting a refund of all monies paid for this ring. I sent pictures in my last response showing that the ring has been repaired.  The pictures were live pictures of the ring in its current state. I greatly appreciate your cooperation in this matter.and would greatly appreciate moving forward with the refund.

  Sincerely,
  
  S W

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I? purchase a herringbone necklace from JFL the clasp came off immediately. The items was returned to be repaired on January 19 via mail. On January 20th the *** tracking number 1Z2FV3214240641460 was sent to us stating the item was returning. We have not received the item. And the *** claim has been closed. I? am seeking a full refund of $718.19 due to amount of time has taken due to the loss of the item from the merchant through their preferred shipper.

  

  Business response

  04/10/2023

  Hello,

  Since the filing of the complaint, this issue was resolved and a refund for the lost package was reimbursed to the customer. We apologize that this happened and were happy that we were able to resolve the issue.

  Thank You

  JFL Inc.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To star the company caused a big inconvenience from the start by sending me a wrong tracking # for item ordered through ******* then emailed apologizing and giving correct# that stated item was delivered the day prior which we never received a claim was opened with *** which first was denied because of wrong info imputed by *** which was closed on the 4-6-22 and reopened on 4-7-22 so they had to put correct info wii hbu inch they did and claim was approved and paid out to company on 4-16-22 the company has refused to refund the $and instead has kept it and claims to have no knowledge of a refund which is a lie this refund by *** was verified by ******* and which ******* agreed to take action against jfl and the ******* agreed to remove them as a seller on there market and place a comparing which I do T think they will do I need a complaint about this company filed and help getting action taken against them claim # **********a tracking # 1z2fv321a842483815 both show that a claim has been paid on tot the company please help this company y has tried to scam the wrong person and now they havent even responded to any emails about this in days

  

  Business response

  05/05/2022

  Hello,

  Thank you for your email and bringing this to our attention. After a thorough internal investigation into this matter we do see our communications with you and your responses. Looking into the *** case, we see that initially the *** investigation was closed because *** received an acknowledgement of the package being delivered correctly to the address that was provided along with a signature that was obtained at the time of delivery. When we brought this to your attention, you had escalated the *** investigation for them to re-evaluate the case. Since then, we understand that you have been told that the claim was approved, but we have not received any sort of information from *** about this. We see that the claim shows as approved on ***'s tracking details. At this time we are working diligently with the case manager and our account manager in regards to this to see why there are 2 different details being told, 1 to you and 1 to us. As soon as we have an update on this we will definitely let you know. In the meantime, we would recommend contacting Walmart.com and having them process a refund to you for the order.

  Thank You

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring from JFL Diamonds and Timepieces on 15 Feb 2022 and later returned it because of lack of satisfaction on 21 Feb 2022. I was approved to return and sent the ring back certified and with tracking to JDT Team RMA# JFLW26613, *********************************************************************************************************. The tracker number was *** Ground, tracking number 1Z04V1F40300032571. Jeweler received the ring on 28 Feb 2022 and I am still being billed twice a month for a ring that was successfully returned. I have all email documentation saved. I can also produce the billing statement form my bank. Contacted Uown financing to inform them of the wrongful billing but they told me they would continue to withdraw until JFL sends them the cancellation of order. My next move would be to hire a lawyer to represent me. I demand a refund now for the last three withdrawals on account that's closed.

  

  Business response

  04/07/2022

  Hello,

  We do apologize about the inconvenience. As we had mentioned in our corresponding emails, we were awaiting a response as you had request an exchange and missed that you had purchased another item. As of Tuesday March 29th, your original lease from UOwn has been cancelled and refunded. Any payments that you had made on that lease would have been refunded to you. If you have not received those refunds, please contact UOwn or PayTomorrow as they would be able to take care of that on their end.

  Thank You

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an diamond gold pendant valued at 1400. When i purchased, I also purchased for my item to be shipped USPS priority mail for an additional $10.00, When my item was shipped it was not shipped with the service that i requested. They did whatever they wanted to do and shipped my item ups ground, and also the wrong address was put on my package. After doing some extensive research on the company they seem to have a reputation of putting the wrong address on packages. So of course my package wasn't delivered because of them putting the wrong address on package. Now three weeks later I'm being blame for not getting route insurance, but i would believe that the route insurance will go out the door once the sender sends a package on incorrect route, meaning wrong address. Its obvious that the only reason i don't have my merchandise is due to this company negligence. Inputting the incorrect address for my item. I'm starting to feel that this company is putting the wrong address

  

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/09/30) */ Hello, As mentioned in our email conversation with the customer, when the customer placed the order the address was not correct and verified by the customer. We use UPS to ship higher value items for its security and it is unfortunate that UPS lost the package after the address change request was submitted to them. As mentioned to the customer, we did miss that they had purchased transit insurance via Route and we submitted the customer claim to Route on their behalf. Route has reviewed the claim and approved it for the total value of the order. We are awaiting Route to process the reimbursement for the claim. Once this has been processed we will either proceed with shipping out a replacement to the customer or process a full refund. This was all outlined and agreed upon in our email conversations. During the entire situation, we have worked as diligently as possible behind this case to help the customer resolve this issue. As soon as we were notified that the address was incorrect we submitted a request to UPS to change the address. The request was successfully submitted, but it seems UPS lost the package after the fact. As much as we would like to have control over the couriers, unfortunately, that is not possible. As mentioned to the customer, everything is being sorted out and as soon as the claim has been processed from Route, we will proceed to finish resolving this issue with the customer. Thank You JFL Inc.

*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. ↩