ComplaintsforRogers & Hollands Jewelers

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pursuant to 18 USC 8,i owe no debt. This company is violating my consumer right to privacy pursuant to 15 USC 1681b 2.company has also NO permission to report ANYTHING using my info pursuant to 15USC 1681 4 Please take this off my credit report ! This account is closed since 2021

  Business response

  03/04/2024

  Good Afternoon!  Thank you for taking the time to share your concerns with us, we are committed to continuous improvement of our service through the feedback we receive. After reviewing your concerns I was able to confirm with our ***************** that they do still show a balance of $662.81 and the last payment was, $50.00 made on 03/06/2022. If you have proof of payment, other than what we show, please provide that information to our *****************. You can contact them directly with this information or to discuss any other questions or concerns you might have about your account by calling ****************, Option 1 for Credit, Monday - Friday 8:30 a.m. - 5:00 p.m. CST.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gold hollow ****** chain (******) and a 14K Orthodox Cross Pendant (******) and the protection plan (*****). On 12/03/22 we (my son and I) brought the chain because the clasp was not closing all of the way. They repaired the clasp . Again on 5/6/23 not even 6 months later the necklace was taken in due to the same issue. When asked if the clasp could be changed for a more secure one we were told no. We were not given the option to pay for the alteration. On 12/6/23 the clasp failed yet again and this time it fell off of my son and has been lost at school. I have tried to contact customer service and have yet to hear from anyone. This issue was supposedly escalated on 12/13/23 to a district manager and I have yet to hear anything. I feel that the necklace and pendant should be replaced by you as your faulty clasp is the reason it was lost. I doubt that I will get a response as that has been my experience. This was purchased for my 16 yo son at the time as his birthday present. It is under his name, ***************************.

  Business response

  12/28/2023

  *****, thank you for bringing this to our attention. I can see that you have been working with our Guest Relations Team to get in touch with the District Manager of this location. 
  
  I do understand anytime a special piece is broken and even worse lost it is heartbreaking. I can see from the repair history that it was worked on a couple of times and can be very normal for any item that is worn regularly. I can not speak to exactly what was discussed when you were told you couldn't switch the clasp back in May of 2023 but I can say that the cost of the switch would not have been covered by the Lifetime Protection Plan. It would have had been an out of pocket expense. I do apologize if this was not communicated clearly. The Protection Plan covers the repairs of the item to keep it in like new condition but not for any alternations. Repair work that is completed with us does have a 90 day guarantee. So with the last repair being completed in May, we are well past that guarantee. Doesn't mean the repair work won't last beyond that timeframe; however, it just means once normal wear starts happening anything can be a factor as to what has caused the new damage. 
  
  Unfortunately, the Protection Plan does not cover against complete loss of an item. If you are looking to replace this item, we can work with the store team and district manager on price to offer a discount towards a new purchase.  
  
  For more information including the terms and conditions of the Lifetime Protection Plan, please click here. *******************************************************************************************

   

  Customer response

  12/28/2023

   
  Complaint: 21040231
  
  I am rejecting this response because:
  I have yet to hear from anyone from this company. I keep hearing it will be ***** business hours. I know that the protection plan would not have covered the replacement clasp. I am VERY frustrated with all of this. I have necklaces that are decades old and worn all the time and have never had this issue from another jeweler.  I would like to know what the discount would be before I agree to anything. 
  Sincerely,
  
  *****************************

  Business response

  01/05/2024

  I do know the district manager of this location has tried to call, after reconfirming they were calling the correct number. They did say they left a message for you to discuss further on 1/3/24.  They will discuss this and any discounts at that time with you. 

  Customer response

  01/12/2024

   
  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. I am waiting to hear from the regional manager when he gets back from vacation. His voicemail was very hard to understand. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought a ring from this company in May of 2023. We were told we had a year to pay it off and that there was no set monthly payments. We just had to pay it off before the year. We went back to the store in June and September to make payments on it. We went back in to make a payment in November and were told that our account had been closed because we werent making any payments. This was a complete shock. We did not receive any phone calls, emails or mail notifying us that this was happening. They claimed they had sent us mail but it was getting returned. Turns out they had the wrong address. Again we did not receive any notice that this was happening. Now they are charging us an extra $1200 for something that was not our fault. And claiming that if we dont pay they will *** us. If anything we should be suing them.

  Business response

  12/20/2023

  **************-
  
  I am sorry to hear you feel this was not presented in a clear way; however, every person that opens a credit account should be reviewing their information that is being submitted to ensure it is correct as well as the terms and conditions prior to signing up for an account as you would with any other line of credit. 
  
  I did review your concerns with *************** and because it does not appear your name is the one on the account so we are unable to discuss this further. The person on the account needs to contact a member of our Credit Team please reach out by calling ****************,  Monday - Friday 8:30 a.m. - 5:00 p.m. CST.  
  
  Additional information about our financing as well as contact information to reach our credit department or how to make a payment is also available on our website.  

  ***********************************************************************************

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into RH on 9/29/2023 found a ring that my wife loved, placed it on layaway by putting ****** down on it. RH staff reached out to me on several occasions trying to get me to come in with full payment. Oct 2, they sent me a link to one main financial to apply for credit. When I called RH it was stated to me that the ring will remain on layaway as long as we put money on it every month. On 10/17/2023 I received a call that the ring was sold and I can come pick up my ****** dollar check or they will mail it. This is the most hurtful thing you could do. I have a receipt for purchase that I put this ring on layaway. Simply sold the ring then call me to come pick up a check. Very unprofessional, bad business. It havent even been a month.

  Business response

  10/18/2023

  We would like to thank ******** for bringing this issue to our attention. We are always striving for new ways to improve and evolve our continuing education extended to our associates. While this situation is not ideal, we do believe we can correct the issue in a timely matter. The sku, *******, in question is a part of our traveling *************** line. We have a select number of pieces in varying styles, some being one of a kind, that travel throughout the company and are available for sale on the weekend of the shows. Typically, these items need to be paid in full and are not eligible for layaways. We do apologize for the lack of communication on our part. This would explain why the piece was put into layaway Friday the 6th and cancelled Sunday the 8th in the form of a refund check as well as explain the link sent for ******************* The store was trying to get the piece paid in full before it was required to leave the store. We can allow a transfer of this sku back to the Brookfield location as accommodation to be placed on layaway. Since this guest has picked up the $200 refund check from the Brookfield location 10/18/2023, we are requesting that the guest contact the store and let them know if they would like this accommodation to be fulfilled and the piece requested back to the store for layaway. If there are any other questions or concerns, this guest can reach out to the store or if they would prefer, they can contact our Guest ******************** at ************ and follow the prompts for Guest Relations. 

  Customer response

  10/19/2023

   
  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. I am waiting for the ring to be returned back to the Brookfield store and place back on layaway under my name.  I was informed that someone from the Brookfield location will contact me once the ring arrives. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *NEW*I purchased diamond lab grown earrings at a cost of $1699.00 in September of 22, wore them about 3 times put them in R&H jewelry cleaner and the s*** STRIPPED the earrings where in as the s**** backs wont s**** on and they began to tarnish, I returned them to R&H on April 11th 2023 for them to analyze what happened. After keeping them for over a month and a half, I had to call and ask what was taking so long, they informed me that I FAILED to s**** the earrings on right and stripped them, I asked well what caused the discoloration they had NO IDEA, because this had NEVER happened in the history of R&H being in business. They then informed me that I would have to pay $360.00 to have them remounted, I asked them if they thought I were a fool, then ****** ************** whos title went from President to assistant president to district manager and so on offered to DEDUCT $100.00 for some LEMON A** EARRINGS that they sold me, these earrings ARE NOT white gold or they would not have turned BLACK after 3 wears.they returned my earrings the 1st week in June.I have pictures that I will be posting so THE ***** can see the ******** that Rogers and Hollands are selling, Im not done, Ill see their ***** in court, because you cant force me to pay for repairs for some LEMON A** EARRINGS that werent even a year old even WITHOUT THE insurance. I will be posting negative reviews EVERYWHERE.If you want to be CHEATED AND SCAMMED THEN SHOP WITH ROGERS AND HOLLANDS JEWELRY!

  Business response

  06/26/2023

  After reviewing this complaint, we went back and reviewed this guests purchase and repair transactions as it relates to the item in question.  We see the guest purchased (with a trade in), 14KW 1TW PC I SI2 Lab Grown Diamond studs on 9/10/2022 on transaction 15083-9070788, with no added protection plan. The protection plan is something we strongly suggest to all our guests as it covers future repairs an item may need from normal wear and tear to keep the item in like new condition.
  

  We then see that this guest brought these in for a repair on 4/11/2023.  From the repair notes: please advise/give estimate. guest does not have a protection plan and the earrings mounting look scratched up and disintegrated. The repair was sent to our *********** jeweler and an estimate of $360 was given to bring these earrings back to like new status. The guest declined the repair charge and called into corporate. The guest was put into contact with the Regional Vice President where he offered $100 discount to the repair charge. The guest declined the discount and requested the earrings be sent back to our ************** location unrepaired.
  

  As for the concerns with the cleaning solution causing the tarnishing and damage to the posts, our cleaning machines and solutions are made to clean diamond and karat gold and feel this would not have caused this kind of damage. We use this solution companywide as well as sell it in store for our guests to use at home and have not seen anything like this happen.
  

  This guest was offered and declined the protection plan at the time of purchase, that would have covered repair charges. We then offered to discount the repair charge to try and come to a mutual agreement but the guest also refused this.  At this time there is nothing else we feel we can do as we are following all company policies and we have to treat all guests consistently and fairly. If the guest still wants to have these repaired we stand by the discount she was offered at the time. 
  

  Thank you and have a great day. 

  Customer response

  06/28/2023

   
  Complaint: 20232291
  
  I am rejecting this response because:
  Rogers and ******* has sold me pair of LEMON EARRINGS, even as they said that the post has been stripped what would cause the earrings to turn black, if in deed they were WHITE GOLD, they stand on that this has NEVER HAPPENED before when in fact it CAN HAPPEN and it has, again with a purchased warranty or NOT the earrings were not even a year old how does that happen if the earrings were not DEFECTIVE at the time of sale, if they are not willing to fix or exchange then my only recourse would be to see them in court, Ive purchased plenty of pieces with them and has NEVER had a problem with without having purchased a warranty, but things DO HAPPEN and rogers and holland needs to accept that fact, they tried bullying me into giving them more money to repair THEIR PROBLEM, Im still paying for the earrings with my approved credit with them. So they will either FIX, replace or pay in court!
  Sincerely,
  
  ******* Devereux

  Business response

  07/05/2023

  After reviewing this guests rejection letter, the only solution we can provide to this guest is invite them back into one of our locations so the earrings can be sent back to ***************. We will need to have them looked at and diagnosed again. Once *************** has reviewed them again, we can see if there are any other solutions. To remain fair and consistent with our policies set in place for all our guests, if there is a repair needed there will be a charge assessed to this and the discount toward the repair can be applied again. 

  Customer response

  07/18/2023

   
  *************** to the company for resubmission of the earrings for evaluation, there was no where on the initial E-mail to respond, so Im hoping this will reach the right department, if Rogers and Hollands is offering the same review of the earrings and saying that it was my fault that the s**** backs arent currently s******* on because I must have screwed them on incorrectly and that I caused the WHITE GOLD to turn black which should never happened is my fault and theyre still saying that the replacement cost will be that of $360.00 with a $100.00 dollar discount, I am still not willing to accept that offer, they need to accept the fact that there are FAULTY ITEMS that are sold and this happens to one, I will gladly take the earrings back into one of their stores for a different evaluation.
  
  ~Ms *******~

  Business response

  07/19/2023

  We are sorry to hear that Ms. ******* is still not satisfied with the options she has been given but unfortunately at this time there is nothing more we can do. We have offered everything we can following our policies while staying consistent and fair to all of our guests. Based on the original evaluation done by our repair team to obtain an estimate to get them back to like new condition, these are not faulty. They do require work to get them back to like new condition and as explained in our prior communication there are reasonable explanations for the issues she is having. She also declined the Protection Plan at the time of purchase, which would have taken care of these repairs at no cost and again is something we highly recommend to all guests so they can have peace of mind knowing there special pieces will always be taken care of.  To repair these to like new condition we have already offered a discount to the guest that she has also declined.  The option to send them back in for reevaluation stands which would offer the guest an opportunity for us to give a second opinion as does the offer to discount the repair cost. 

  Customer response

  07/20/2023

   
  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.
  
  Sincerely,
  
  ******* Devereux

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in March I had received a email stating I was 30 days past due on my payment to the Rogers and Hollands credit company. I have had an account with them for a few years and have never been late once. In March, I knew my wife and I were going on our honey moon so I turned on the Auto Pay function in their website. I entered the minimum due which I believe was 62 or so dollars and selected my checking account. Received the auto pay ID and went on my merry way. At no point do you receive any emails for this auto pay scheduling or any further information. Well, come to find out, it didnt put a single dollar towards my payment and now my credit report took a massive hit for no reason. When I received the email that I was past due (from credit karma not Rogers and Hollands keep in mind) I immediately made the payment thinking I made the mistake. I reached out to Rogers and Hollands credit company and explained that I had been on my honey moon, went to make the payment and thought maybe it didnt go through due to spotty Wi-Fi. Anyways, days went on. Im upset that they cant help me out at all but it is what it is because I thought it was my mistake. Now comes April. I again scheduled the auto pay for the April payment a week in advance (4/14/23 payment due 4/21/23) and select my checking account as form of payment. I received the confirmation id, on the website not via email, and went about my life. Well come to find out, I check my account today, 4/24/23, Im past due again and the auto pay did absolutely nothing. Never received any errors during scheduling. Seems like a massive scam to me. And you want me to pay 5 months on time to fix my credit report? I will never use Rogers and Hollands credit again.

  Business response

  04/26/2023

  After reviewing this case, we have spoken directly to our credit department team and it has been discovered the auto-pay was not set up correctly nor was the auto-pay amount in the right amount. The guest has been contacted by a credit supervisor to rectify this situation to prevent any further disruptions with their payment. A call back has been requested on behalf of the credit department so they can guide the guest through the process of setting up auto-pay correctly with the correct amount and can be contacted Monday Friday 8:30 a.m. - 5:00 p.m. CST at ************** Dial Opt. #1 Credit Account. 

  Customer response

  04/26/2023

   
  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. I will call back to figure out how to use the auto pay function. Thank you  

  
  Sincerely,
  
  *********************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have never received a bill or had any form of contact through you guys for what is owed. I have made my payments on time and some how I am now 30 days over reported on my credit. How can I be over if I have a never received a bill since day one and b never contacted about making a payment? I have contacted you guys before about not receiving a bill and it was never fixed. Please fix my credit reporting to on Time..

  Business response

  04/07/2023

  We have reached out to our credit department to ensure that this guest issue has been taken care of. It has been explained to the guest that paperless billing had been turned on and that is why the guest had not received a paper copy of his bill. ***** sent in a credit dispute form 4/7/2023 as well as a change of address as well as plans to turn auto-pay on for his account and do paper billing. Should this guest has further issues with the billing, please contact the credit department at ************** M-F 8:30am-5pm central standard time. 

  Customer response

  04/07/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  dropped the ring off on December 27th 2022. i was told it would take 2-4 weeks to resize. 4 weeks later i call around January 30th to be told it would take 4-8 weeks. i call back around the third week of February to be told be by **** that the ring was on its way back to the store and the she wouldnt not check or call vendor to see where my ring was, just that itll be here this week and its on the way. i called that next week to be told by **** that it would now be **** weeks and that its still at the vendor. it is now March 13 ************************************************************************** or can they give me a more narrowed time frame, they can only tell me **** weeks everytime i call. last call 3/13/2023 no shipments in was told **** weeks but they dudnt even ask my name or what i ordered, "hi, do you know when my ring will be in" me we didnt get any shipments this week so it will be **** weeks" then rushes to get off the phone and didnt even know who they were talking too. starting to think that either this company lost my ring or just doesnt care about the customer enough to check to see where it is December 27 2022 dropped ring off told 2 to 4 weeks no more that 6 weeks becuase of the holidays by verbal agreement by **** January 30 2023 was told by **** it would now be 4-8 weeks and they would call February 20 2023 was told by **** that ring was on its way back to the store and they would call when shipment came in.February 27 2023 was told by **** the ring is still at vendor ( thought it was on the way?) and it would be **** weeks march 6 2023- ring is still at vendors **** weeks march 13 2023- ring is still at vendors **** weeks so i called the corporate office and made a compliant with a very nice lady( they need more like her at this company) and was told that she would check and give me a call back. she did that same day and even spoke with the vendor and that my ring will ship march 28. why couldn't the store staff do the same? bad business

  Business response

  03/15/2023

  ****, thank you for reaching out and bringing this to our attention. We have confirmed with our vendor overseas that there was a delay in the process due to the holiday shutdowns. While this is unfortunate, we do understand your frustration. We have confirmed with our guest relations department that you have been informed of a shipping date of March 28th. We thank you for your patience in this matter and you will be contacted for pickup when this arrives back in store. We do take our complaints seriously and this will be addressed in store. If you wish to discuss this matter further, please reach out to use at ************** option 6.

  Customer response

  03/17/2023

  so glad it took contacting the bbb and your head corporate office to get a shipment date for my ring that is overseas apparantly. wondering if thats why they wouldnt check or call for months until i called corporate and then i have a date. hmm poor customer service at its finest ******************** and ********************** *********** **.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had purchased an engagement ring and wedding rings from rogers and ******* of ********** *** on 9/18/22 and was told not to pay my bill until i received my bill statement and due date and i never received it and they put a charge on my account for a late fee when i never even got a statement or acount info sent and now they will not adjust my statement amount at all and will not fix my due amount im about to go to the bank and get a loan to pay them off for what is owed they did not even try to resolve the issue i was pretty much told i have to deal with the amount that is owed of 400

  Business response

  11/15/2022

  After talking to our Credit Team I have been informed that this guest was told we remove the late fee as well as the payment of $204 due by 11/23- so no additional payment is needed this month. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon seeing my credit report, it pays my attention that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it what I saw. This hurt my credentials as a consumer. Here are the listed details of the account with discrepancies:Account Name ********************************************* JEWELER Balance $0.00 Account Number ****************

  Business response

  09/14/2022

  As stated in our response from your BBB complaint (case #********) back in June of 2022; after reviewing this complaint with our ****************** our records show this account was opened in June of 2014, charged off in Feb. 2015 and was then paid in 2018 to ********************* Law Office.
  
  If you have further questions/concerns about this account, please reach out to our ***************** by calling ****************.
  Dial Opt. #1 ************** then Dial Opt. #2 Credit Assistance.

*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. ↩