ComplaintsforRogers & Hollands Jewelers

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Opened a credit for a purchase, Ive tried at least ************************************************ to set up auto payment and have called for support several times to impatient operators without any resolve. Even used the generated password and still cant log in but I have to pay a extra $5 for them to take the payment over the phone, I need them to help me reset my login or not charge me to take my payment

  Business response

  11/01/2021

  We are very sorry this was ********************** experience. Upon receiving this message we did reach out to our ***************** for more information and asked them to contact ****************** to help ensure this matter was resolved. We have also notated his account allowing him to make payments over the phone with no fee.  Should ****************** have any further questions or concerns he can call our credit department, Monday - Friday 8:30 a.m. - 5:00 p.m. CT **************  Dial Opt. #1 ************** then Dial Opt. #2 Credit Assistance. 

  Customer response

  11/02/2021

   
  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

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a defective ring. It has been repaired several times. I do not consider this normal with an original cost of $2,000.We attempted to have something done about it at the **************** location, ********************************************. The manager was not at all sympathetic -- and would not do anything besides have us send it ** again. We are tired of sending it in for a repair every two months. This is not what ownership of a premium product should look like.We also tried to work with corporate ******************** they did nothing.

  Business response

  10/08/2021

  Tell us why her
  ************** brought his concerns to us at the *********** and after reviewing the situation we discovered that this was a ring that was purchased by someone else and ************** purchased the ring from that person. The ring was originally purchased in May of 2013 and we show one repair for the ring done in February of this year. We worked with the Store Team and the District Manager and offered to complete this repair for free as a one-time guest accommodation but Mr. ***** did not want that. After 7 years of life and wear, it would be more than normal for the ring to need to have maintenance work done to it as the gold thins over time and there for is not defective. Because of this the store team did inform him of our trade-in policy so he could get something newer and avoid these issues going forward. Our offer to repair the ring free of charge as a one-time guest accommodation stands; however, after that any needed repairs will need to be done at the cost of the guest.

  Customer response

  10/11/2021

  Complaint: 15997910
  
  I am rejecting this response because:
  
  Rogers and Hollands is making false claims.  Correction #1: This defective ring was given as a gift.  Correction #2: The defective ring has been repaired several times.  To correct the situation, Rogers and Holland will replace the defective ring with one of the same value.
  
  We hope to resolve through this complaint.
  
  Sincerely,
  
  ***********************

  Business response

  10/15/2021

  We apologize for the misunderstanding about the ring being a gift. As explained, the original purchase date of this ring was *** of 2013, our records only indicate that 1 repair has been done on this ring and was completed in Feb of this year. If you have records of other repairs that were completed as stated, please attach those here or feel free to send them to *************** for review. Again, after 7 years of wear it would be very unlikely for the ring to be defective rather it just needs to have normal maintenance work done to it to ensure the prongs are still in good shape. If you would like, the ring can be sent to our home office to have the buyer review it to ensure they do not see anything more wrong with it you can drop it off at your local store to have this sent to us. If this is something you would like to be done please be advised this will take 4-6 weeks. 

  Customer response

  10/25/2021

   
  Complaint: 15997910
  
  I am rejecting this response because:

  The defective ring has been repaired MANY times.  To correct the situation, Rogers and Holland will replace the defective ring with one of the same value.  We hope to resolve through 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. ↩