ComplaintsforFred Meyer Jewelers Inc

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/3/24, **** Meyer/Littman Jewelers received a watch that was purchased for my husband, to perform repairs. I have had no communication with them, that theyve initiated about the process. I have called/emailed NUMEROUS times. With a thread of emails as proof. Theyve provided no information or proof to back up the claim they sent it out to Citizen. Its gotten so bad, on 7/17/24, I told them to send the watch back to me. Because I was informed at that time, they still had it at FMJ/Littman. Today, they advised it was sent to Citizen last week, which is odd. Because that means they sent it out, after I asked for it back. The repair department is REFUSING to speak to me. So, at this point, my husband and I assume it was either lost or stolen. There is no reason, almost ******************************************************** our item. I am livid and someone at that company needs to do better! Im expecting they correct this issue INSTEAD OF giving me the run around, about an item that was well over $600.

  Business response

  08/09/2024

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engagement ring and wedding band were purchased from store in *********** store in 2011, which closed soon after. I spent years driving to ********* (one hour each way) for annual inspection and/or any repairs needed to honor warranty which was purchased for engagement ring. When ********* store closed due to COVID, I started having to ***** rings annually. I have always provided full documentation for purchase and all yearly inspections, etc. last year Fred Meyer Jewelers (FMJ) replaced a diamond in the engagement ring. This May, the same stone fell out. FMJ has had my rings since late May and continues to jerk me around regarding not only the repair, but now the purchase of the rings. I have spent countless hours (away from vacation time and work time) trying to get this resolved with one representative after another who assures me it will be handled, and still nothing. I cant get names of supervisors or anyone to return my calls. I have scanned every document (over 20 pages from FMJ of details of jewelry inspections and repairs) and I am now being completely ignored. I have asked them to replace the diamond and return the rings to me (last Wednesday) and have her to receive a confirmation that this will take place. This is, by far, the worst customer service I have ever experienced, AND they have my most treasured pieces of jewelry in their possession. Can someone PLEASE help me, PLEASE?

  Business response

  08/09/2024

  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

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me (*************************) and my husband (*************************) are loyal customers of **********************, and have spent thousands of dollars over the years. We were incredibly excited to create our own unique anniversary piece at the diamond event party. We found a beautiful, and very blush pink, Morganite trillion cut stone, and found the perfect setting for it. We excitedly purchased the stone, setting, and care plan and rang in our anniversary. Much to our dismay, a few short months later, the stone had lost all of it's beautiful blush pink color. I was assured by the store front that this was a fluke, and told a return would be unnecessary, and that a new stone would be ordered in. I had many hesitations, but was assured that the new stone would not have any of these problems. Fast forward to now. The new stone, again, has lost its color. I've been told everything under the sun. I've been told that it is just the lighting. It is not. I have been told that I must have exposed it to excessive heat. I have not. The ring has been cherished and treated with care. I am asking Fred Meyer Jewelers to find it in their hearts to make this right. We love the establishment and this is the only hiccup we have had. It is a very treasured piece to us that we want to pass on to our daughter. However, I cannot in confidence feel good about this stone being replaced with yet another Morganite that loses color, as this is the second time this has happened, and I cannot enjoy something that no longer has the color we fell in love with. We are asking that the company finds it in their hearts to either refund the cost of the piece, or replace the center stone with something outside of Morganite, as this has been the past solution, and has not resolved the problem. I cannot express the excitement I had for this piece as it was the first time I've ever been able to create something, and will never have that opportunity again. We wanted this to be a family heirloom piece. It is devastating to us.

  Business response

  08/09/2024

  Thank you for contacting Fred Meyer Jewelers.

   

  Thank you for taking the time and reaching out to us about your recent jewelry experience. We apologize for the experience you have had, this certainly isnt the experience we strive for with our Customers and stores. 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 District Sales Manager of the store involved. Since their offices have the day to day responsibility for the operation of the location you are working with, they will want to contact you from their location.

   

  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 Kroger Co.

   

   

   

  Thank you,

   

  *****
  
  
  

  Customer response

  08/19/2024

   
  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.

  **** has been amazing at the *************** **** Meyer location in rectifying the situation and assisting us through the process.
  
  Sincerely,
  
  *************************

• 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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2003 I bought a diamond ring from Fred Meyer Jewelers (NE ******* location) for $6299. As part of the sales pitch I was told that for a small charge I could buy a "lifetime guarantee" that **** Meyer would continue to inspect, clean and repair the ring. "...free of charge if it became chipped broken or for as long from the original mounting for a lifetime". The guarantee stated to bring the 'Diamond and ********' to the store to be signed off by an associate". Let's suffice it to say that hanging on to their trifold has proven problematic and I will venture to guess I am not the only one who has forgotten to get the paper out of the safe, had it lost or stolen etc... I have REPEATEDLY asked Fred Meyer Jewelers staff why the company will not computerize so that proof of customer's having their jewelry inspected. The response is always agreement that this would be a simple solution to hassling with the trifolds. Shortly before the CO19 pandemic I was informed the center stone was damaged and prongs needed to be repaired on my ring. The store manager said she'd have the prongs "as a courtesy" but that the stone wasn't covered. This spring when I went in, a different manager said prongs were damaged and not covered and that the diamond was "never covered" . I have my original receipt and a couple of their tri-folds stating otherwise. The ring has no harsh wear. I contend that Fred Meyer Jewelers anticipated folks losing their trifold and "voiding" coverage. This is dishonest business practice! It is a nefarious scheme to cheat people. It is bait and switch - offering a lifetime guarantee that is no guarantee at all. It is 2024 EXACTLY WHY HAVEN'T THEY COMPUTERIZED? The only conclusion is that they have no intention of doing right by unwitting consumers. One cannot walk out of **** Meyer stores without going through electronic scanners! But the dumb consumer lost their trifold! This is wrong! I want my ring repaired - stone, prongs and all. at no cost

  Business response

  07/11/2024

   

  Fred Meyer Jewelers does not retain paper or electronic copies of
  customer records of inspection. Customers are required to maintain these by
  bringing the jewelry into stores for inspection and ensuring the signature is
  collected upon inspection. This paperwork is then returned back to the
  customer. We are unable to produce history or prior inspections.

  Please work with your store on the next steps for resolution.

  Customer response

  07/19/2024

   
  Complaint: 21921997
  
  I am rejecting this response because: Oh, Fred  Meyer Jeweler (***), you merely restated my complaint via your response. This consumer contends that the very premise of  ***'s sell of a so called guarantee requiring a trifold that the consumer must keep on hand for a sign-off each and every time one goes in for a cleaning and inspection is deliberate, unfair business practice and downright malicious. FM is off the hook for standing by their product because the consumer lost, forgot, or is otherwise missing their trifold. It's an easy way to forego honoring the insurance/bond/guarantee the consumer has purchased. Just as paper coupons, paper food stamps, paper bills and paper everything other easily lost and misplaced item of 'currency' has been made utterly and completely obsolete, so have your required trifolds. 

  If your jewelry counter staff can verify that the jewelry item was indeed purchased at a **** Meyer Jewelry store, and the item has not been abused or misused, why doesn't **** Meyer stand by the product? With all of the policies purchased by consumers that have been lost, forgotten, stolen etc... *** must rake in a pretty *****. Your consumer is left with more than a sour taste, we are left feeling swindled. I know I am as is my friend who worked at FM and encouraged me that the *** product was quality. 

  I have a diamond ring w an allegedly damaged center stone that *** refuses to replace due to missing trifold(s). ***'s refusal to electronically maintain records of the cleaning and inspection of its product is poor business practice and absolutely deliberate!
  
  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 *******

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