Business ProfileforThe Source Fine Jewelers

The Source Jewelers in Pittsford, N.y. One of the worst experiences I have ever encountered purchasing an engagement ring with a 14 day return policy. Buyers beware!!! I went to return an engagement ring 3 days later after purchase as decided to upgrade. When returning my purchase. I asked Michelle a sales associate did you recharge my accounts as I don't see it refunded properly the jewelry clerk Michelle was positive she did not and that the purchase was refunded properly. (Strike One!!!) the refund was not done properly and I was recharged not once but twice recharged to my bank accounts in an excessive amount to where I had to file a dispute against the extra charges on my accounts to be credited. Next was going to purchase a upgraded diamond engagement ring with band. Michelle was going to get the band in from a different location and call me when the set was in to ensure it looked great together. Never received a call back terrible communication and follow-up that was (Strike two!!!) Since, I was still in the 14 day return policy and had not made another purchase towards the upgrade, I asked, Michelle for my previous ring back that I traded in on the original engagement purchase to buy it back since I was not called and not upgrade was purchased. I was told not a problem. I could pick it up the following week since I called on Friday the week prior and they would get it back from where they sent it. I called still working on getting ring and they would call me back. A week and a half go bye no call. So, I follow-up with a call to The Source Jewelers. Because, I never received any call back from them to pick up my traded in diamond band. When I spoke with the source manager she said unfortunately your ring it was melted down and destroyed. (Strike three!!!) A very unprofessional managed facility with lack of communication or care for such a special purchase with no call backs or follow-up, very deceiving & untrusting worst experience ever.

Dear Mr. ****** and the Better Business Bureau, I am sorry to hear that your most recent experience with us was not perfect. I take customer service at my company extremely seriously; we strive to exceed our guest’s expectations with every interaction we are fortunate enough to have. I have researched the specifics surrounding your transaction and have detailed what our computer records show. On December 31, 2021, you visited our Monroe Avenue store and worked with our Senior Sales Professional Vanessa on an engagement ring. You purchased a beautiful ring and paid for the purchase with some previously enjoyed gold jewelry of yours and a combination of credit cards. On January 3, 2022, we received a call from you asking to see other engagement rings. When you came into the store on 1/3/22 you worked with Michele, another Senior Sales Professional who has worked with us for over 15 years. During this visit, you requested to see a matching band to one of the engagement rings that you were looking at. Unfortunately, the band was not at the Monroe Avenue store, so Michele had to check with our corporate office to see where the ring was located. Also, on this day you requested to return the engagement ring that was purchased on 12/31/21; we happily completed that refund. Unfortunately, during the refund process, Michele accidently charged one of the credit cards that you had used instead of issuing the refund. She immediately realized her mistake and issued the full refund for the original $500.00 that was applied to this card on 12/31/21 and the accidental charge of $500.00 on 1/3/22. A $1000.00 refund was applied to your card on 1/3/22. I sincerely apologize for the error but fortunately it was noticed and taken care of immediately. Michele proceeded to inquire and look for the band that you were interested in. Without having any luck locating it, she contacted you on 1/4/22 to let you know she was still looking; and on 1/5/22 to advise that the ring wasn’t in stock and would need to be ordered. Because of this it wasn’t available to view. On January 14, 2022, you contacted Michele to inquire about getting your scrap gold back. To exceed your expectations, she attempted to get the items back even though on your original sales receipt it states that the sale of scrap is a “final sale”. She attempted to retrieve the scrap items back, but unfortunately, they were already sent to the refiner for processing. Per New York State regulations, we are required to hold the items for 10 days, which we did. I am disappointed that you were not completely satisfied with your experience with us at The Source Fine Jewelers. I hope you take into consideration our actions to correct our refund error and visit us again in the future. Sincerely, John *. President The Source Fine Jewelers