ComplaintsforAltemueller Jewelers

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We brought a watch to have a link taken out and set the date. The next day, the date was not working. We took it back. They reset the date. I brought a second watch for them to take links out. Three days later, that watch just fell off my arm while he was watching TV. We went back to the store. They told us they were going to charge us for that. They felt I must have done something to it in order for it to fall apart. They told us he must have been stretching it. We told them the watch was 30 years old, and I never had an issue with the watch until after the links were taken out. We decided not to have it fixed if they were going to charge us. When I got home, I called and I asked to speak to a manager. They would not let me speak to a manager.

  Business response

  04/18/2024

  Addressing customer statement from the beginning.  Yes, we took out links as they asked for and thought we corrected the date problem. We only charged for the link removal, no charge for the date.  When they came back with the second watch the next day, they explained how the date was still not working on the first watch.  We also diagnosed and figured out that on the first watch  the date had an am/pm issue and got that straightened out for them.  Again at n.c., again as a courtesy, even though we did not even sell the item. The second watch we removed the three links as they requested.  They admitted they wore it for three days (see customers comments) and then it just fell off their arm! They brought it in for repair and when we examined it, the bracket staple clamps on each side of the band were severely twisted and torn and were no longer usable. In this condition it was physically impossible to stay on any arm because of damage to the clamps. They wore it for three days so something happened to it on the third day! Over extending or overstretch would have caused this damage.  They also stated the watch band was 30 years old, which is about 3 times longer than the average lifespan of that type watchband.  Things fatigue as they get older. Also, we removed the links as they requested, but the fewer the links in any band means that each link would have to stretch further to get the same expansion to go over their hand.  This is when they over stretched/damaged it. They also say they called to talk to a manager they did, because we have different managers that take care of different things, when our sales person asked them what it was in reference to they would not say and immediately got beligerant and hostile and said they would take care of it another way.  They then hung up the phone.  We immediately researched the transactions for the days before and I immediately called them back.  I talked to ****** and explained how I wanted to figure out a solution to the situation. He told me no, I do not need or want to talk to you and that his caregiver was on the phone getting it taken care of right now I said I would like to come up with a solution but again was told he would take care of it another way and hung up.  I still am willing to come up with a solution even though damaged occurred during those 3 days after we worked on it but I cannot he would not talk to me.  Thank you,  *********************

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