ComplaintsforMedway Jewelers,Inc.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/26/23, my wife dropped off her engagement ring & wedding band to be sized. They told her it would take approximately 2 weeks. 2 weeks later she returned, they were not done, and she was told they would be done by early the following week. The following week they were not done, she left a voicemail, but never heard back. 4 weeks went by, she called & told them she would be in the following day to pick up the ring. She went in, paid for the rings, and immediately sent me picture of them. She was running late for our daughters gymnastics class, so she just paid & left. Within 2 hours she noticed the chip in the ring, when she held it up, we noticed the inside was shattered, as well. She immediately called & left a voicemail. The following morning, she went in at open to discuss the problem. The owner did not even look ay the ring, nor did he have the decency to go to the counter & speak to her. He claimed it would be impossible for him to cause that damage, suggested the ring was not genuine, and refused to look at any of her evidence. She has pictures from before & after taking her rings to be sized, and multiple emails from the original jeweler who was able to point out all the areas they damaged the ring. He told her she can take her iphone photos elsewhere and snarked. He also said what do I care? When she mentioned that she was 7 months pregnant, didnt want the stress, but a solution. He said there would be no solution through them because he did nothing, regardless of all her proof. She called ****** could hear him yelling at her over the phone. The way he handled the situation as a business owner was highly unprofessional & the way he spoke to my upset, pregnant wife was disgusting. He needs to take responsibility for his mistake & pay for her ring to be repaired.

  Business response

  06/07/2023

  Let me first respond to your complaint by saying, yes, it took longer than expected to repair your wife's ring due to a backlog of repair work.

  And let me also say that I apologize for the manner in which I spoke to your wife on the morning of May 25th.  I answered her attack on me and my workmanship by responding in kind.  It was unprofessional.

  I have been a professional ********* for 25 years.  When I make a mistake I own up to it.  This damage was not of my doing.

  My job was to reduce two white gold rings:  One sapphire/diamond halo ring and one band each to a size 5.

  The sizing process occurs at the back of the ring on the shank. This is where the heat of the torch is applied.  The torch was not directed at the sapphire.  As I mentioned to your wife, it would take over **** degrees F of direct heat to crack/shatter a sapphire and that would only occur if the torch was held directly over the stone.  No heat of any degree or duration was ever directed to the sapphire.

   

   

  Customer response

  06/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

*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. ↩