ComplaintsforFurnari Jewelers

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction was 6/21/24, I'd stopped in a few times. I had a certain size 14k gold hoop earring in mind, I was quoted a price, and was told they could have next day, (wasn't a custom order, just a size they didn't have in the store). On 6/21/24 I drove to ******* ** store - paid for them, was called a couple of days later to come and get them. Upon being handed the earrings and inspecting I noticed the opening of the earrings weren't same size and the posts were extremely long which the original photo didn't show. I immediately brought to the sales clerks attention, the smaller opening did not fit my earlobe without having to squeeze my ear, all hoop earrings are hollow - the sales women said they could open the opening on 1 to make both openings same size, and cut the posts shorter , I left store, and I never took possession of earrings. I declined altering the earrings and from what I've been told by other jewelers, it weakens the structure - regardless - brand new earrings shouldn't have to be altered , they weren't the same size . Cost of earrings was 595.00, tax was 37.17, total of transaction was 632.17, I was refunded partial amount charged of 568.96 - owner deducted 10% which was also 10% of tax added which I've never heard of. I didn't change my mind - I just didn't want defective earrings , and new items shouldn't need to be altered. Had they been altered and something went wrong after I took possession I would've been out all that money. At no point during any of the conversations with Furnari was I told there'd be any fees if there was a issue with earrings once they came, it was made to sound like no big deal - we (they) can have here tomorrow, each time Id stopped in. Right on their advertisements it says they treat their customers like family, or want their customers to feel like family (something along those lines). The issue was -1 opening being smaller than the other, and the post part that goes through ear - being much longer than what was shown to me before ordering.

  Business response

  08/15/2024

  Re: Complaint ID ********

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

   I am responding to the complaint submitted by ********************* on 7/29/2024.

   Please see attached a copy of the receipt for *********************** initial special order purchase and notice of her re-stocking fee.

   Like in most retail stores, when an item is specifically ordered for a customer, they are unable to return it. The store return policy is posted in the store and on the receipt.

   ****************, however, said she had severe health issues and asked us to make an exception to the policy. We obliged but charged her a restocking fee of the total

  purchase amount too cover the shipment and insurance cost to send the earrings to the store and back to the manufacturer. 

   **************** agreed to the restocking fee and was very thankful.

  Without any communication with Furnari Jewelers, **************** later filed a claim with Mastercard in an effort to recover the additional 10%. Her case, however, was unsuccessful. 

   **************** then filed this complaint with the BBB that she is dissatisfied with the 10% charge on the total purchase amount. Again with no further communication with Furnari Jewelers.

   The item has been returned to Quality Gold, the manufacturer of the product. It has passed the stringent quality control measures for returns of merchandise. This further verifies that there were no defects to the item.

   We have made attempts to contact **************** and have been unsuccessful. To resolve this complaint, Furnari Jewelers will gladly return the  $3.72 that she seeks if **************** comes into the Holyoke location with the original purchasing Mastercard within the next 7 business days. 

   Thank you,

   

  *** Furnari

  Furnari Jewelers

  Customer response

  08/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I had numerous conversations with Furnari at no point in the 3-4 times I stopped in was I aware there was a restocking fee or I'd not have ever went ahead with the order. Each time I was told they could have in the store  the next day, and was made to sound like no big deal. I had told them so far this had been a nightmare and the first ones I'd gotten from a online store had come with different size openings and I took a few places and was told they couldn't be opened due to all 14k hoops being hollow , so I had made my expectations known that I was expecting 2 earrings with same size opening, and was also expecting the same as photo I was shown instead the posts were extremely long and looked funny. I never changed my mind as far as wanting earrings however for 600. I expected 2 earrings that were the same, the earring with smaller opening didn't fit my ear with out having to push earlobe through, that's too much money to be unsatisfied with what I was receiving. The only option I was given was to alter them which Joe Fi said he didn't recommend doing but he would, and that the openings weren't that much of a difference, hoop earrings are hollow, altering would've weakened the overall structure and I knew if I altered and still wasn't satisfied Id be stuck with them- being  it took me 6 months to save that money I wasn't willing to take that chance. On the receipt you get after purchasing it does say no cash returns which I took as they don't carry that kind of cash in store, as there's also a box for merchandise returned. Had the earrings come as I was expecting, there wouldn't been a issue, had I just changed my mind - again Id have no issue with a restocking fee - however I refused at the store for the reasons I mentioned , as far as credit card situation- everything is done overseas , and being I made the charge -seems like if merchant responds they automatically find in their favor. I had a issue in past and they didn't back me but in small claims court I won. And as far my health conditions -they were brought up being I live in ********** and its difficult for me to drive 45 minutes each way as many days it’s hard for me to manage day to day activities 
  Sincerely,
  
  *********************

  Business response

  08/27/2024

  BBB has spoken to the business, they have attempted to contact the consumer by phone, but have been unsuccessful. The consumer is asked to please contact Joe F at ************ to discuss a resolution to this matter.

  Customer response

  09/03/2024

  I've also tried contacting Mr. F however as he knows I have serious health issues going on and have a lot of time I'm sick and sleeping - he's called 2 times total. I also had an advocate from consumer protection call on my behalf and Mr. F refused to speak to her . The Furnari website states more than the sale they're about treating their customers like family - when I went to take possession of earrings I immediately noticed issues , and the smaller side didn't fit my ear lobe, I should not be charged a restocking fee, when the earrings were defective.

  Customer response

  09/04/2024

  
  Better Business Bureau:
  
  After speaking with Mr. F today, we have worked it out, so I'm asking the case be closed.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 13'24, I engaged in a substantial financial transaction with Furnari Jewelers, committing a total expenditure of $3,506.25. This transaction centered on the purchase of a pair of stud earrings, specifically described as 2.06-carat diamond 14k white gold stud earrings. My expectations were unequivocal to receive high-quality jewelry.Expanding upon my concerns, I wish to underscore that the backings of these earrings unequivocally display conspicuous signs of distortion and discoloration, indicative of extensive wear and tear or outright deterioration. These distressing observations, in turn, give rise to profound apprehensions surrounding both the safety and hygiene associated with wearing the earrings in question.Remarkably, throughout the transaction process, including all in-store presentations, I was never afforded the opportunity to inspect the earrings from the rear. I refrained from insisting on close inspection due to a lack of information provided, which would have indicated that my right to return the product in the event of a fault was contingent on such an examination.Of significant note is the complete absence of any mention of a 'no returns' policy on the store's website, despite the transaction transpiring in person. This lack of disclosure becomes a salient point in this dispute.I made diligent efforts to contact the Business before filing this complaint, seeking an amicable resolution. Regrettably, I received no response or constructive engagement .I now unequivocally assert my sole and unwavering demand: a complete refund of the $3,506.25 that I expended on these earrings. The earrings have palpably failed to fulfill their primary function safe and hygienic ear-wearing. Consequently, a prompt and full refund is not only just but imperative. Importantly, I reiterate that I have not donned or used the earrings in any manner and am fully prepared to return them in the same pristine condition in which they were originally procured.

  Business response

  02/07/2024

  BBB spoke directly with the consumer and stated the company has processed a refund and approved an exchange.

  Customer response

  02/07/2024

   
  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.
  
  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. ↩