ComplaintsforWorthington Jewelers

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15th, I went into the establishment to order and engagement ring, totaling upwards of $8,800. The retainer was made a few days later, and then I was advised the ring is in process. I was told the ring would be done by 8/1 in person. A few weeks later, I receive an advertisement in the mail to congratulate me on the purchase of the engagement ring, to which my girlfriend saw. The surprise of our engagement has been completely ruined. Furthermore, the completion date of 8/1 came and went, and I was not getting any response from my correspondent at the company, *****, besides for an email stating the company only accepts PayPal and Zelle for the remainder of the payment. Only after writing a yelp review, did ***** reach back out to me regarding the actual status of my ring. She then informed me that her email had been hacked, and advised me to change my email password. She then advised my ring would be two weeks late. This company does not have the infrastructure or security to be dealing with sensitive personal and financial information. It is clear that Worthington Jewelers does not have the operational wherewithal to operate as a seller and distributor of expensive jewelry. Security protocols and personal correspondence etiquette needs to be examined at this company to ensure consumers’ private information is not being negligently or maliciously taken.

  

  Business response

  08/09/2023

  In response to the complaint from customer, ****** ***, ****** came in to the store on 6/10 and spoke with *****.  They worked together and found that ****** liked aspects of two different rings and ***** emailed the vendor to get a CAD showing these aspects. They discussed the type of diamond that he was interested in and ***** requested diamonds to come in for the customer to see.  

  On 6/15, ****** came in to the store and picked out the diamond that he liked.  On 6/16, the CAD was sent to the customer and the customer approved that CAD design and wanted to move forward.  ***** told thim that the total for the diamond and ring was $8089.38 and that we would need half down to move forward with the order.  The customer called in to the store to make deposit payment of $1800.  The balance of the required deposit was paid on 6/22 and the order was placed with the vendor on 6/23 with confirmation ******.  

  On 7/11 ***** received email from customer checking on the ring status and she replied that it was on track and should be completed by 8/1 (**** stated that we should receive by 7/21).  Unfortunately, we didn't receive it as the vendor had hoped.  We got an update from the vendor stating we should have before the end of July.  

  On 7/31, an email was received from ****** and ***** responded.  However, the response went to *****@buckeyermail.osu.edu (instead of *****@buckeyemail.osu.edu).  We spoke with our IT company and have more information on this.  Although they cannot confirm completely, they believe the issue began with ******'s email address.  As soon as this was noted, our staff changed their password and suggested that the customer do so as well.  We did not know that this had happened until our marketing department saw the 1* Yelp review on Saturday 8/5.  As soon as we were notified of that, ***** reached out to ****** via our texting software, Clientbook.

  Our goal is always to not only meet a customer's expectation but to exceed that.  Obviously, in this case, that did not happen.  I spoke with ****** on 8/8 and we discussed all of this.  I let him know that the ring had arrived on 8/8 from the vendor and that we were having the diamond set right away, ring appraised and was ready for pickup.  He stopped into the store today, 8/9, and following discussion of all of the above again, he stated that he was very happy with the ring, paid the balance, and took the ring with him.  We believe that this issue has been resolved and the complaint should be closed.  If you have any questions, please feel free to reach out to me at ###-###-####.  Thank you.  ******* ******.  

*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. ↩