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Business Profile

Jewelry Stores

Harry Ritchie's Jewelers

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Harry Ritchie's Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see

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Harry Ritchie's Jewelers has 21 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      on 4/5/2025 i went to the ******** store to purchase a pair of ear rings for my daughters b day. after selecting the pair we wanted i was asked how i would like to pay today in which i responded with my check bank card. i was then reminded that i had a "platinum" account and by using that i would receive a 25 dollar gift card and so i agreed after signing the receipt i walked out the door. about a hour later i received a call from our credit reporting agency that i had applied and opened a account with ***. i then called the lady who i had delt with at the location and she informed me that it was standard to run a hard inquiry especially since it had been so long since my last activity. i then called their office in ****** and was promised a call no later then the next day which i never received. while i agree that a current credit check would have been ok "IF" i had agreed or given permission. i do not believe that you can make a hard inquiry into someone's credit without their consent or knowledge

      Business Response

      Date: 04/28/2025

      Harry Ritchie's Jewelers has made contact and is actively working toward resolving the issue.

    • Initial Complaint

      Date:03/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On the night of 2/16/25 the main diamond head *fell off* of my wifes wedding ring and was lost. We spent an entire day combing the carpets, dismantling plumbing, and carefully shaking out clothing and bedding, but it did not turn up. When we finally gave in and went to our store (******* at *******************), we were sure that we would be met with sympathy and solutions, as we always have been. Instead, we were told dismissively:- that it was my wife's fault for wearing her rings perpetually (something that is normal and expected of wedding jewelry)- that the setting that we were encouraged *by your company* to add to this ring, despite its potential to be too large, was not the source of the problem - that the work of the goldsmiths is only guaranteed for six months, even if the workmanship was clearly faulty (the clean break of the setting shows that it was not properly attached - I have decades of metalsmithing experience to back that up)- that this was not normal wear and tear (clearly) - but the implication was not that it was faulty work, but that she broke the ring and was being dishonest - that our regular visits for cleaning and maintenance checks were not consistently being recorded by store staff, including one before Christmas - that we did not sign up for the extended protection plan - which we were not informed of, and which we were certain had continued from our original purchase - that we should simply hope for the diamond to "show up"- that the corporate office would not even consider a replacement, and we should go ahead and purchase a new diamond on the spot To summarize clearly - the entire setting that was put on by Harry Ritchies jewelers cleanly came off of the ring, without impact or abuse, and the ring was deemed fit by your store staff in December. This is clearly a fault of workmanship

      Business Response

      Date: 03/14/2025

      Harry Ritchie's Jewelers ************ Plan is designed for routine maintenance and does not cover accidental damage or loss from trauma. As a courtesy, we have offered the guest a discount on a replacement and are awaiting their response.

      Customer Answer

      Date: 03/14/2025

       
      Complaint: 23008280

      I am rejecting this response because:

      - The work on this ring (an upgraded head) was sold to us by ******* at Harry *********, with reassurance that the new setting would be secure, and was not too large for the ring as we had previously been informed.

      - The upgrade was sold without notifying us that the original care plan would be voided by the work. We continued to visit regularly for cleanings, which we were told would be marked off as regular care-plan inspections. When we inquired about these inspections, we were informed that they were not being recorded at all, and may not have been inspected. We were never informed that we needed to purchase a new care plan.

      - There was no trauma to the ring. The setting was clearly in place at home, early in the evening, and we noticed it noticed missing the next morning. There were no abnormal, strenuous, or difficult activities during that time.

      - The clean break underneath the setting shows that the original work was not securely soldered, brazed, or welded. While it is not uncommon for a prong to bend or wear down over time, it is normal for a primary setting in a piece of expensive and fine gold jewelry to last for a lifetime or more of daily wear. There are no circumstances in which an entire head should fall off of a ring.

      - We expect Harry ********* to replace the head and a lab-grown diamond of equivalent value at no charge due to a failure of workmanship by the contracted *********. This is a normal business practice when a product of high value has manufactured defects.


      Sincerely,

      ***** ******

      Business Response

      Date: 03/24/2025

      We have attempted to contact Mr. ****** and are currently awaiting his response.

    • Initial Complaint

      Date:08/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On July 14th 2023, I took my ring to Harry ********* on Center Street in *****, ****** for its monthly cleaning and inspection. I was told that the ring was bent and that the center stone was loose and needed to be tightened. I was hesitant to leave my ring in their care as our initial experience with them 5 years ago when we purchased the ring was extremely disappointing. Because we had purchased the lifetime warranty, I felt that I had to leave the ring with them and when I returned to pick it up on July 28th my fears were confirmed.The ring looked so different that I was not sure it was even mine. Please see the photos of my ring and how it had a beautiful floating diamond prior the repair. The ring that they attempted to return to me, was shaped completely differently and not only did the diamond look smaller, it was placed in such a way that it was not floating at all.The manager from store 105 emailed me today saying that she had gotten "opinions from her coworkers" stating that the ring had not been modified. She went on to say that my perception of how the ring looked was "off" despite the fact that I have worn and admired it everyday for 5 years.I expect the ring to be returned to me exactly how it was received - a floating halo design.I hate to think of the position I would be in right now if I had not taken such clear photos of the ring the day that we first took possession of it.As they say, the picture is worth a thousand words.

      Business Response

      Date: 08/21/2023

      Our guest service team is working to resolve this issue in timely manner. 

      Customer Answer

      Date: 08/21/2023

      Hello,

      I'm working with a nice lady by the name of ****** from the corporate office at the moment however I'm afraid to accept/close this until I see the ring completed.

      What if it exceeds 7 days?

      Thanks,

      *********************

      Customer Answer

      Date: 08/25/2023

       
      Complaint: 20476690

      I am rejecting this response because:
      I would like to see my ring restored to its original state. 
      Sincerely,

      *********************

      Business Response

      Date: 09/11/2023

      Repair issues can take time. Our team is in communication with our guest and working hard to resolve this issue. 

      Customer Answer

      Date: 09/11/2023

       
      Complaint: 20476690

      I am rejecting this response because:

      My ring is set to be picked up today, Monday 9/11, and once I take a look at it I will be able to respond properly.

      Sincerely,

      *********************

      Customer Answer

      Date: 09/19/2023

      Thanks to ****** from the corporate office, I am pleased with how the diamond has been placed in the setting of the ring.

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      my wife called to verify that if she got her ring cut off at t would be covered by the ring protection. They told us that it would be covered. she got it cut off by a doctor and we brought the ring in and they told us it would cost $500 to repair and that it wasnt covered by the ring protection. ********* said they didnt talk to us so we went to the downtown location and a woman there said yes she did say it would be covered. they took the ring and a week later tell us its not covered and told us how much it cost to repair. This company wont stand by their word and I refuse to ever spend another dollar here. I will also make sure to pass on the word on how they treat their customers. very disappointed in what I thought was a good company.

      Business Response

      Date: 03/27/2023

      After our Corporate offices investigated this incident, it was determined, although our ************ Plan does not cover this type of damage, we will replace the pieces that were damaged.

      Customer Answer

      Date: 03/27/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************************

    Harry Ritchie's Jewelers is NOT a BBB Accredited Business.

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