ComplaintsforFred Meyer Jewelers Inc

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into Fred Meyer Jewelers on Friday June 21, 2024 to drop off my damaged engagement ring for repairs. *************************** was the associate that helped me. We discussed that my finger got slammed in a door and damaged my ring and I needed it to be repaired. She took my information such as my ring size, karat, price, and whether or not it was a lab grown diamond or natural diamond. We had talked for a little while about my ring being a lab grown diamond and that the ring was not originally bought from **** Meyer. I told ****** that I will need my ring back by July 15th, and she told me with certainty that I will have back before that date for sure. I was then contacted on Monday the 24 saying that I need to correct information on the paperwork, saying that my ring is a lab grown diamond and not a natural diamond and that they need to send out my ring to a jeweler that handles those. They did not tell me where they were sending it or how long it would take. I then went in the store the next day and they told me they sent it to a 3rd party and I should get a call on the following Tuesday (July 2) about how much it will cost and when I will get it back. They never called, so I called them and they said there was no rush order and there is no way I will get my ring back before the 15 and if I need it I will get it back un-repaired before the 15. I do not think I need to wait longer than what I was guaranteed because of an employee's mistake. If I am guaranteed to have my ring before a date the business needs to stick to that. I do not like being lied to when they tell me there was no rush order because it is there on the original paperwork. The associate that helped me today was rude and short with me and I do not like that behavior. I believe I should get my ring by the 15th because that is 24 days of having it in their possession and they are saying there is nothing they can do to make that happen. The original paperwork also has the wrong store address.

  Business response

  07/12/2024

  Thank you for contacting Fred Meyer Jewelers.
  Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you. 
  Please know that we have promptly escalated your inquiry to our District Sales Manager of the store involved, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
  We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future.Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
  Once again, we apologize for any inconvenience caused,and we appreciate your patience and understanding. 
  
  Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.

  Customer response

  07/15/2024

   
  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,
  
  *****************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fred Meyer Jewelers acquired Littman's Jewelry where I purchased my piece and a lifetime care plan. They closed ALL the stores around me and I was told to do remote inspections with them not to lose my stones warranty. I started the inspection process around 26th or 27th of May, 2024. At first, they responded pretty quickly and asked for pictures of my piece of jewelry, which I immediately provided and got an email that someone will get back to me with inspection report confirmation to keep my warranty up to date. And this is where it all stopped. As of today, i do not have a report. The customer service keeps sending me their generic email "someone will get back to you". I called them finally with the case number ******** and said that I am being ignored and that at this point I would rather send the piece by mail to them so they can clean (as per lifetime plan) and inspect. The Agent REFUSED to issue ***** label and said to wait for another week as the case was "escalated". I waited over one week, and of course, no response. I tried to call the customer service and followed prompts to request ***** label, but it referred to the website remote inspection and hang up. I want this resolved. This is not my fault that they decided to close all the stores in ********** area. They either send me the ***** label, or complete inspection IMMEDIATELY, or they can buy back my piece so I can purchase smth similar at a local Pittsburgh jewelry store. This is my wedding band that I am trying to keep clean and maintained, but what I am facing is their s***** customer service with absolute zero results. It is June 20th, 2024. Almost a month and they are not able to process simple inspection. I cannot imagine what a customer will have to do if repair would be needed.

  Customer response

  06/24/2024

  Hello! 

  I believe the issue is resolved. They sent me an email that the inspection was approved on June 21, 2024. 

  Thank you for your help with resolving the issue! 

  *********

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/14/24 I purchased a pair of earrings from Fred Meyer Jewelers for $754.30. I went back on 02/16/24 to return the earrings. When processing the refund instead of refunding my card they charged my card twice for the amounts of $754.30 and $319.30. They said they initiated a refund on 02/24/24 but the money was never returned to my account. I filed a dispute with my bank, but based off the information and verbiage **** Meyer provided during the investigation it was deemed a valid charge. I have spent multiple hours calling my bank and **** Meyer and have been given the run around. I want my $1,073.60 that was taken from my account returned in the form of a check.

  Business response

  06/10/2024

  Thank you for taking the time and reaching out to us about your jewelry experience. We apologize for this experience; this certainly isnt the experience we strive for with our customers. We are grateful for good customers who let us know of their concern and give us an opportunity to correct a situation that should not exist.
  
  In order to give your concern personal attention, we will need additional information. Please provide the following:
  
  Purchaser Name
  Purchase Date
  Merchandise Description
  Overview of issue
  Store you are working with
  Phone number
  
  Once we receive this information it will be shared with the District Sales Manager involved. Since their offices have the day to day responsibility for the operation of the store you are working with, they will want to contact you directly with the status update and next steps. 
  
  Thank you again, for taking the time to contact us and you can be assured that we will make every effort to eliminate the recurrence of consumer dissatisfaction such as yours.
  
  Sincerely,
  
  Fred Meyer Jewelers
  The **********

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2008 my future husband purchased an engagement ring and wedding ring from Fred Meyer Jewelers. After we were married on 12/13/08 the rings were sodered together to form one ring to allow them to function as one ring and not spin around my finger. A lifetime warranty was purchased for the ring as suggested by the salesperson in the store at the time of inspection due to the fact that the value plus warranty was expiring and only lasted three years from purchase date. The ring has been sent in for repairs as a single unit several times in the past and and has been inspected and dipped as a single piece throughout our 15 years of marriage. The ring was recently sent in for a repair and I am not being told that a lifetime warranty was not purchased for the wedding ring but only the engagement ring. We were CLEARLY told by the salesperson that only one warranty was required due to the fact that the rings were sodered together and there has never been an issue in the past. My husband passed away on 3/31/24 and suddenly there is an issue with the lifetime warranty and they are trying to charge me hundreds of dollars to fix the wedding ring saying that the clerk made a mistake and should have charged us for two lifetime warranties. Again....the ring has been serviced many times over the past 15 years without anyone questioning the warranty. They are now holding my engagement ring and wedding ring hostage and refusing to repair the engagement ring set or sell me an additional lifetime warranty for the 2nd ring. They are not even repairing the engagement ring as they are saying they cannot do that cuz they are welded together. It's horrible and I have been on the phone countless times with them. This is no way to treat a widow simply trying to get her wedding ring set back in good repair. The claim number is ********. The project numbers are ****** and ******. Please help!

  Business response

  05/10/2024

  Thank you for taking the time and reaching out to us about your repair experience. We apologize for this experience; this certainly isnt the experience we strive for with our customers. We are grateful for good customers who let us know of their concern and give us an opportunity to correct a situation that should not exist.
  
  In order to give your concern personal attention, it has been shared with the lead of the ***************** involved.  Since their offices have the day to day responsibility for the operation of the department you are working with, they will want to contact you directly with the status update and next steps. 
  
  Thank you again, for taking the time to contact us and you can be assured that we will make every effort to eliminate the recurrence of consumer dissatisfaction such as yours.
  
  Sincerely,
  
  Fred Meyer Jewelers
  The **********

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband bought my engagement/wedding band from Littmans Jewelers in 2009. They closed and now **** Meyers took over. I have 3 bands (2 wedding and 1 engagement) that were soldiered together. The sales lady told me if they were soldiered togerher then the warranty covers the whole unit so I listened to her. I have sent my ring in multiple times and had repairs done to it with no charge due to the warranty. This past Decemeber I lost my engagement stone. I sent it in on December 26th 2023 and 3 weeks later I heard from them telling me that I needed to pay ******. The stone was covered but they are trying to saying my 2 bands had repairs. First the ring was sent in for the engagement stone- not the 2 bands. They will NOT replace the stones without me paying ******. I emailed multiple times only to get rude messages back. I stated my case over and over about how repairs were covered before even though now they are trying to tell me I never had a warranty. Then why were all the repairs for the past 14 years covered??? Finally I agreed to pay the ****** because I just wanted my ring back! I waited 2 weeks and never heard anything so I reached out again. They told me it takes 3 to 3.5 weeks to get my ring back. I waited two more weeks and reach out again (now it was 5 weeks) and no response. I called and they said they put a note in the computer. Then I got an email a few weeks later stating that my ring was shipped elsewhere because they are looking for a diamond and now they can't tell me how long until I get it back. It's March 17th and no ring and no update. This company had been rude and disrespectful and poor customer service. I do not feel I should have to pay ****** anymore as I have been waiting forever with no communication. They are holding my ring hostage and backing me into the wall! I will NEVER buy from them again and I want my ring back asap! And I do NOT want to have to pay ****** for this headache!

  Business response

  04/22/2024

  **** you for taking the time and reaching out to us about your repair experience. We apologize for this experience; this certainly isnt the experience we strive for with our customers. We are grateful for good customers who let us know of their concern and give us an opportunity to correct a situation that should not exist.
  
  In order to give your concern personal attention, it has been shared with the lead of the ***************** involved.  Since their offices have the day to day responsibility for the operation of the department you are working with, they will want to contact you directly with the status update and next steps. 
  
  Thank you again, for taking the time to contact us and you can be assured that we will make every effort to eliminate the recurrence of consumer dissatisfaction such as yours.
  
  Sincerely,
  
  Fred Meyer Jewelers
  Littman Jewelers
  The **********

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a formal complaint against **** meyers jeweler (formerly Littman jeweler) regarding their handling of a warranty claim under terms specified in the fine jewelry guarantee agreement and the lifetime jewelry care plan for a diamond engagement ring I purchased from them on 04-17-17.Recently, the diamond fell out of the ring setting, and when I contacted **** Meyers to utilize the warranty, they said to go ahead and send my ring to them and the diamond would be replaced. As you can see via the attached emails that once they got me to send the ring to out for the repairs, F.Meyers then states they are refusing to replace the diamond, citing a violation of warranty terms. They claim it was MY responsibility to provide the documentation from every cleaning / inspection visit every 6months .However, at the time of purchase this requirement was never disclosed to me nor is it stated in any of the documentation provided to me (see attachments).Furthermore, despite my repeated requests, **** Meyer has failed to provide any documentation justifying their decision to void my claim. This lack of transparency and failure to honor their warranty obligations is unacceptable and constitutes a violation of consumer rights.I believe that **** Meyer jeweler has engaged in unfair business practices by not disclosing the terms of the warranty and by refusing to provide documentation for their decision. This has caused me significant inconvenience and financial loss.I am seeking your assistance in resolving this matter and ensuring that **** Meyer fulfills their warranty obligations or provides appropriate compensation for the lost diamond. Thank you for your attention to this matter.Attached is all paper work regarding the warranty i was sold, the original receipt, and all emails regarding my situation. I look forward to your prompt response and resolution. Sincerely, Camden *******

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  3 wedding rings were purchased at Littmans with insurance and life time trade in privilege program (in ************). Littmans closed up all of the ************ stores. I inquired multiple times to see how to trade up my rings. I was told that I "need to visit one of the 130 stores still available but unfortunately, none are near you". They did not provide me with a list of stores - just states that include ****, *****, ******, Washington and ******.***** is a 34 hour drive from ************ I also requested a receipt for my rings since my exhusband is refusing to give those to me. Seeing that the stores seem to be an airplane ride away, I think they should have another solution for honoring a the "lifetime trade in privilege program". It is bad enough pieces have to be mailed in for inspections and repairs - such an inconvience to customers. I have multiple other pieces as does my mom. It isn't our fault they closed the brick and mortar in our state. Heck if they were located in **********, ******** or ********, I would get in the car and drive. An airline ticket, hotel room, time off work, etc. will cost more than these rings are worth.

  Business response

  02/28/2024

  Thank you for contacting Fred Meyer Jewelers regarding our trade-in policy. We sincerely apologize for any inconvenience you may have experienced due to the current limitations on completing trade-ins outside of our stores.
  At Fred Meyer Jewelers, we strive to provide our customers with the best possible service and options for their jewelry needs. As part of our commitment to quality and security, trade-in transactions require an in-store visit at this time. This ensures that we can accurately assess the value of your items and provide you with the best possible offer.
  We understand that this may not be convenient for everyone, and we sincerely apologize for any frustration this may cause. Please know that we are actively exploring alternative methods to accommodate trade-ins in the future, including online or remote options. However, our top priority remains ensuring the security and accuracy of these transactions for our customers.
  In the meantime, we appreciate your understanding and patience as we work to find the best solutions for all our valued customers. If you have any further questions or concerns, please don't hesitate to contact ussy 1800DIAMOND.
  Thank you for choosing Fred Meyer Jewelers. We look forward to serving you in-store and providing you with the exceptional service you deserve.

  Customer response

  03/07/2024

   
  Complaint: 21342118
  
  I am rejecting this response because:

  1. I have asked multiple times for the receipts of the purchase - halo diamond ring and 2 matching Kallati rings. Please provide a copy of the receipts. It was purchased from the *********, ** store #*** under *******************************. ********************* was the sales consultant. Our old mailing address was ****************************************************. I had multiple issues with this ring and Littmans actually had to replace the original one. Poor customer service the entire time. A recap of some of my experience was sent to Littmans 5/27/2015 at 12:18 pm to which Littmans never replied. My ring was serviced in *********, ** - ********, ** and *********, ** and sent to *** for repairs. 

  2. I think it is terrible that Littman would rather lose a sale than figure out how to accomodate a trade-in when a store isn't within driving distance. Send me an airline ticket if you don't want to do business remotely. 

  Sincerely,
  
  *************************

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  If I could give them a lower score I would. My fiance who has leukemia found out he's in remission and decided to buy me a present. He went into **** Meyers jewelry in Salem on market Street to get me something. He chose an owl pendant because we both like owls. The first night I wore it I lost the owl due to a glitch in the manufacturer of the necklace itself. I took my old necklace in and and showed them there was a defect in the necklace and that's why the owl got lost. They refused to do anything about it and said that was my problem. I had to pay another $114 on top of what was already spent for a replacement of the owl. I would never spend any further money in the store because they don't back up what they sell.They have a snotty arrogant attitude to make matters worse.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The jeweler we purchased my wedding rings from went out of business and **** Meyer was our new contact. I had not received notification of this at the time of Littmans closing. I sent my rings to **** Meyer, as they requested after verifying our purchaseand warranty information, to be rodium plated in mid November.For the next 6-7 weeks I received horrible customer service from their repair team insisting I had no warranty. After providing documentation multiple times, escalating and also commenting several times on their social media pages they agreed I did have a warranty and said it would be rush serviced. That was Jan 5th. Multiple reach outs after without a response from them. I contacted customer service today and was told my ring was sent to a specialist because the diamond couldn't be matched. When I sent my ring to be dipped there was no damage to it whatsoever. This is a horrible company! They have had my ring for multiple months, do not appropriately respond or communicate and have now damaged my ring. They should be out of business!I'm unable to load pics as they are over the allowed size but I have those and receipts available.

  Business response

  02/12/2024

  Thank you for contacting Fred Meyer Jewelers.

  We apologize for your experience. This isn't the experience we strive for as a company.

  Your comments have been forwarded to the ***************************** lead. They will be in touch to discuss follow up on your merchandise along with the next steps.

   

  Thank you,

  Fred Meyer Jewelers Customer Service

  Customer response

  02/20/2024

   
  Complaint: 21267312
  
  I am rejecting this response because:
  

  This is the generic reply I've received multiple times. Their repair department has never actually called or appropriately responded and has no appropriate accountability. 

   

  Sincerely,
  
  *******************************

  Business response

  02/28/2024

  Thank you for contacting Fred Meyer Jewelers.

  Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this experience has caused you. 
  Please know that we have promptly escalated your inquiry to our repair department, and they are now diligently working to ensure a swift follow-up. Rest assured, our team is fully committed to resolving any issues you may have encountered and providing you with the exceptional service you deserve.
  We understand the importance of timely communication and are taking immediate steps to prevent similar occurrences in the future. Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding. 

  
  Thank you for choosing Fred Meyer Jewelers. We look forward to the opportunity to restore your trust and provide you with the outstanding service you expect from us.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fianc bought my engagement ring at the beginning of November 2023. Less than a month later a stone fell out so we brought it for service and for a resize. We were told one week wait and are going on seven weeks now. We have been provided various different excuses, including that service was delayed for unspecified reasons and that finally the ring was stolen and needed to be sent again. The last excuse about it being stolen was provided three weeks ago. Visits in store and calls to corporate have been unanswered and we have no idea what is going on.

  Business response

  02/05/2024

  Thank you for taking the time and reaching out to us about *********** experience. We apologize for this experience; this certainly isnt the experience we strive for with our customers. We are grateful for good customers who let us know of their concern and give us an opportunity to correct a situation that should not exist.
  
  In order to give your concern personal attention, it has been shared with the lead of the ***************** involved.  Since their offices have the day to day responsibility for the operation of the department you are working with, they will want to contact you directly with the status update and next steps. 
  
  Thank you again, for taking the time to contact us and you can be assured that we will make every effort to eliminate the recurrence of consumer dissatisfaction such as yours.
  
  Sincerely,
  
  Fred Meyer Jewelers
  Littman Jewelers
  The **********

  Customer response

  02/13/2024

   
  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,
  
  *************************

*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. ↩