Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a watch into Jewel Pro for repair on 19 October 2023. They gave me a claim ticket, told me it would be sent out to another business for repair, and to expect to get it back in about 3 weeks. The total cost was estimated to be $33.00. Three weeks later, I called Jewel Pro to see if my watch was ready for pick up. I was told it was not yet back from the other business.Since then, I have tried calling several times, leaving messages requesting an update, with no calls back from Jewel Pro. I have gone into the store in person, and was told Jewel Pro still did not have my watch back from the other business (they are busy).My latest call to Jewel Pro was this past Friday, 08 December 2023, and when **** answered the phone (!) he stated he was with a customer and would call me back. I have not received a call back.At this point, I just want my broken watch returned so that I can take it elsewhere. It has sentimental value more than monetary value, and I am concerned I may never see it again. I do not know what else to do, other than involve the Better Business Bureau, and ask for your advice and/or assistance. This business, Jewel Pro, is anything but professional.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my ring to Jewel Pro in March to have a small diamond replaced. A woman with short blonde hair told me it needed 3 prongs too. ****, the owner, was to give me an estimate within 3 weeks. He said he was so busy hadn't had time. Went back in 6 weeks, 2 months. After 3, he finally found my ring, looked at it and said oh, March, which was on the envelope where he wrote that day that the ring needed 5 prongs and the diamond replacement and would be $207 but $200 since it had been so long. I checked back numerous times. He had placed the envelope with the ring in it in his pocket saying he was starting to work at home one day per week to catch up and would have it ready by midnight. Checked in store the next day. **** said he couldn't get to it. Checked more times and he said he had sent it off for intricate work and was not buying a 10k machine to fix my ring. I checked on a regular basis. He indicated it would back in 3 weeks, no ring, 6 weeks, no ring. **** said it had been shipped but after that, no ring. I called to tell them previously to let me know who had the ring and I would deal with them directly or get the unrepaired ring back. No return calls. I took my husband with me and went in on Aug 10. **** said a prong had a small place in it and they had not shipped yet. I asked if it would still be $200. He said probably a little less. He said any day the ring would be back. I told him I would be in the next day to check. He said me too and laughed and so did his two women in the store. He had customers that day and I just walked out. I have been very careful with customers in the store just to check and move on. I am afraid to go back because he had threatened a customer who had an issue with mall security. There are several bad reviews on Next Door where I had asked for help to resolve this amicably and on his website. Please help me get this resolved if possible. I just want my ring back.

  Business Response

  Date: 08/31/2023

  Hello. *********************** repair is ready for pick up at her convenience. I told her it would be ready today 8/30/23. We recognize it has been beyond a reasonable completion time, however there were complications. We regret ****************** experience and are not charging her.

  Regards,

  *************************, owner 

  Customer Answer

  Date: 08/31/2023

   
  I am rejecting this response because:I went to pick up my ring this afternoon around 1:30.  **** showed me the ring, and I took a photo of it.  He said he needed a couple of hours to add two prongs.  We went back after 2 hours.  He said he needed more time had been busy.  I asked for the ring.  it was not in the shape it was when I took the photo at 1:30.  The diamond had not been set, the prongs were not done, and now he said it needed 4 more, and some of the diamond chips around the ring were missing.  Of course there was no charge because he had not done anything to it.  In fact, it was in worse shape than it was when I took it in.  I have the ring, and I have the diamond.  The chips are gone.  He asked if anyone had ever worked on this ring before.  I told him he had replaced a couple of diamond chips and some prongs.  He asked if anyone else had and I told him no.  He did not tell the truth about the 8/30 pick up date.  That was never mentioned to me.  I have my ring, which I will take to a reputable jeweler.   I am not satisfied, but was afraid to leave the ring any longer.   I suppose I have no other recourse as I have the ring, but this did not end well. Thank you for your help, BBB, as I do not know if I would have ever gotten my ring back otherwise, even if it is damaged.  Telling me that it will polish up does not make up for the missing prongs and diamond chips.