ComplaintsforFred Meyer Jewelers Inc

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year (2022) I purchased my engagement ring and wedding ********** husband's wedding band) in the store. For some reason, my rings became loose on my finger, so (6 months later) I went back to the store. They suggested resizing. My rings were sent out to a jeweler and came back a half size smaller. Ever since then, the rings irritated my skin. My hand swelled up. Blisters formed and popped. It was bad, and I still bear scars from it. Itchy. I went back to the store and they said I was likely allergic to white gold. (? why didn't the ring irritate my skin BEFORE it was resized?). Then I read online "White gold usually has a Rhodium coating that will need to be replated after resizing." I suspect this was NOT done, and that is why my skin reacted so badly to the resized ring.I called the store to ask if I could exchange my engagement ring and wedding band for the same set, but in platinum, or yellow gold as I was reacting to the white gold. But since I had my ring for a year, they could only let me trade up to another ring, but the cost had to be double the original purchase price. And that was only because I had purchased the extended warranty for them. Well, I don't need a $5,000 ring on my finger. Despite reviewing every single ring in the store and on the website, there was no other ring I wanted. So, I called the store to ask if they could replate my ring. They said yes, sure, bring it in. I brought it in, requesting a quote for replating in platinum, and a second quote for yellow gold. Instead, they called to say that "you can't replate a white gold ring with white gold". I said "what? That's not what I asked for!" Today I called to follow up on the quotes and she said she sent my ring out for repair and it would be back in 2 weeks. I explained my request again and she said no, its out for repair! We are resizing it. I asked her to have the store manager call me. I sent a note through their website asking for a manager to call me.

  Business response

  06/20/2023

  I just spoke with **** our customer for quite a while regarding her issue. I extended an apology. I also reached out to the ********* who recommended platinum plating so the customer will have fewer issues with skin irritation. Her ring will be back at 613 by the end of the week and she will be called to pick it up. I explained to the customer that any plating that we add on will wear with time and should be redone. She has the care plan so she will be covered. **** thanked me for taking so much time to explain and help her through this process. I felt she was happy and hoping that the plating will be to her satisfaction. I will follow up with the ********* and the store to ensure this is taking place.
  
  Thank you,
  
  *********************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased several pieces of jewelry from Littman jewelers all beginning in 2012. I kept up with all my yearly checks through the years. Now that they have gone out of business and ******************* has taken over I am expected to send all my jewelry in the mail. I do not feel comfortable doing that because 4 pieces of the jewelry have special meaning and cant be replaced. 2 wedding bands 1 engagement ring and a set of wings that have my sister in laws ashes in it. I am left with not being able to continue having my jewelry inspected and if I loose diamonds in any of my jewelry I have to pay to have it replaced. Not really fair when I paid for the warranty. There is not a ******************* near me at all. What am I to do and is there a different jeweler that has picked up littmans benefits for me to resolve this problem.

  Business response

  06/19/2023

  Customer was called and contacted via email to resolve her issue. This was the email I sent to customer below.

  Hello ********,
  
  Thank you for contacting Fred Meyer Jewelers/Littman Jewelers.
  
  We apologize on the experience you have had, 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.
  
  We are sorry there are no stores near you at this time. We can offer you a refund of your LJCP if you would like.  Please fill out the attached form and send it back to *************************************** Once received we will process your LJCP request and send a confirmation email.
  
  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 Kroger Co.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fianc purchased a cocoa diamond ring 12-24-2009, engagement ring with fitted 2 diamond band 11-08-2017, and a contour wedding band 9-11-2021 from Littman Jewlers. All with Lifetime warranties. They are now closed and Fred Meyer Jewelers are handling the customers. This Jeweler is only located in *****, **********, and ******. I live in **********. My jewelry is inspected once a year and also cleaned. I received a letter in March saying my store was closed and call the number listed for my inspection or repairs. I called and was told to take pictures of my ring and send them in for my inspection. This is not what my fianc paid for. I sent an email to the company and the response was it was forwarded to a management team. I have sent 2 more emails and no response. This is unacceptable and not good customer service. This company should link to another jeweler to get the proper inspection on jewelry. And also cover any repairs per the warranty. The company Fred Meyer Jewelers. P.O. Box *****. ******** ,****** *****

  Business response

  05/15/2023

  I have called and emailed customer regarding her concern and offered a refund of her LJCP. Once responded we will refund her the care plan since she isnt happy with send jewelry in for repairs.

  Customer response

  05/19/2023

   
  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,
  
  *******************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************. My boyfriend's name is *********************************, and he bought me a pair of gold hoop earrings for christmas which also at same time bought the so called "lifetime warranty". The earrings have broke now a few times, and every single time we take them in to get fixed and or replaced due to the poor quality of the earrings period...which at christmas time were on sale from $760.00 to $350.00 approximately is what he paid. The 1st time they broke and we took them to the **** Meyers ******** ********** location we were told it would be about a week or so. They promised to call us soon as were done. We called a few times after, and earrings were not there. 3 MONTHS later I called ONCE AGAIN...and they were there yet nobody thought it was necessary to call and inform **. Since then my earrings have broke once again, and we keep having to REPAY for this so called "life time warranty". Currently they have my earrings like I said AGAIN, and instead of listening to our complaint after complaint about the clasp which is why keep breaking...they just bypass our complaints. Two and half weeks ago we brought them back AGAIN to be repaired, and were looking at other earrings with a better not so cheap clasp. The person Named **** ***, which do not know her last name only wanted to do her best to sell us everything she could to make her "money". What I mean by that is that the earrings I have are just bigger gold hoops, which can be casual or dressy if I so choose. She would not listen to the fact that I like these, not only because they were a gift but for the reason I just stated. It got to the point that she went ahead and ordered some hoops with diamonds all over them that were on sale from $5K for about $2K. I did not want her to and finally got frustrated enough to tell her that I want mine fixed, I would consider looking at the others, but not the type I wanted. So waited, ,mine came in that I originally had/wanted and she called not to tell us that but that the ones she was so desperately trying to sell us she could not get, and SENT MY EARRINGS THAT WERE THERE BECAUSE THEY WERE BEING REPLACED...SHE SENT BACK! I/We are so exptremely angry, frustrated, and sick and tired of being taken advantage of and disregarded. And like I mentioned...your so called "lifetime warranty" costs ** $150.00 everytime this happens! I also want to mention the fact that I am an Internet "influencer" on very many social platforms, and I will now be posting everything that has happened, the poor customer service, and straight our outrage you have put us through and still are..More Helpful?0 0 Share Reply More Fre

  Business response

  05/08/2023

  The earrings they have are not faulty or defective,they just clearly do not fit the need this customer is looking for and cannot be altered.  We have not charged this customer for any additional LJCP plans, but actually refunded them the price of the earrings and the care plan almost a year and a half after the purchase.  They have requested to purchase the item again and the item is in the store waiting for them now.  At no time have they been charged for additional care plans, sold defective merchandise, or forced items they did not want.  We simply tried to help them find something that would better suit their need as these earrings are hollow and flexible, and the clasp is not what she is wanting.  At this time they have been fully refunded for a purchase that has a 60 day refund time frame well over a year past the deadline. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lifetime warranty ($299 each) for 4 pieces of jewelry from Fred Meyer Jewelers. The salesman said that a lifetime warranty is required for purchase. The warranty stated that the jewelry should be returned to the **** Meyer store for inspection every 6 months. However, the Fred Meyer Jewelers store closed and there are no stores around the area. I called the headquarters and requested a refund of each Lifetime Warranty package - the customer service girl assured me that I would receive a refund if I filled out a refund request form and submitted it through email. She emailed that form to me and I filed it February 28, 2023. I did not hear back. I emailed it for the 2nd time on April 15, 2023 and still have not heard back. The total owed me is $1196.

  Business response

  05/05/2023

  Reached out to customer and apologized for the expierence and sent another LJCP form and will make sure to process this refund. please close

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my wedding set at Littman in Mechanicsburg in 2016. We purchased the LIfetime Protection Plan, which also includes a trade-up option. All of the stores have closed, yet to do the trade-up, you must go to a store. The trade-up option should be honored online or a refund offered on the Lifetime Protection Plan for customers who would have to fly on an airplane to take advantage of this option.

  Business response

  05/01/2023

  Called and spoke with **** regarding her concern and offer a refund for her LJCP .Customer is satisfied

  Customer response

  05/01/2023

   
  Complaint: 19958869
  
  I am rejecting this response because, after hanging up the phone, I realize I have some additional questions. As reported to the person who called me, the ring does give me a rash so I have to get it rhodium-plated frequently if I want to wear it. Ideally, I'd have it rhodium-plated every 3 months, as that's when the rash starts to occur, but having to mail it away just isn't convenient, so I wear a different ring once the rash starts. If my life-time protection plan is refunded and subsequently cancelled, then I won't be able to have the rings rhodium-plated. So I guess now my concern is, why does this ring set give me a rash. I reported it to the store when they were open every time, and they never seemed to have any suggestions to offer on the reason for this. My back-up wedding band is also from Littman, is also white gold, and does NOT give me a rash. So I'd like to discuss my options since there's clearly an issue with my original wedding set and canceling the protection plan will mean that set is completely unwearable to me. 
  
  Sincerely,
  
  *****************

  Business response

  05/05/2023

  Called **** and she has declined the refund offer and She is okay with sending her ring in for repairs Customer requested a call on Monday to give further instructions.

  Customer response

  05/11/2023

   
  Complaint: 19958869
  
  I am rejecting this response because: it's not that I'm happy with the response. The business is not offering a solution. My rings are unwearable without constant rhodium plating, as they give me a rash. If I accepted the refund of the Lifetime Protection Plan, I would no longer have the free repairs, thus I would never be able to wear the ring. I would like to take advantage of the trade-up option, but the business will not allow that online and says it must be in person. In order to travel to one of these stores, I would have to get on an airplane and travel across the county, so this is not reasonable. I'd either like to be able to upgrade my rings,or get a refund for the rings that I cannot wear.
  
  Sincerely,
  
  *****************

  Business response

  05/18/2023

  Customer ***************** has decided to not do the trade up option and keep her rings. She has received her ring from ******************************* today after her rhodium finishing was completed. Customer is satisfied with this outcome.

  Customer response

  05/22/2023

   
  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,
  
  *****************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 26th 2022 ******************************** jewelry double charged my debit card for the amount of $5,271.95, I reported the double charge to the jewelry manager he contacted ******************************** clams department to resolve the issue the claims department verified that I was double charged and they see it on their end and told me it would be a few business days and it would be returned, I waited two weeks and never received a return to my account I returned to the store and notified the manager after spending countless days with the jewelry store manager the **** Meyer claims department stated to the manager that it was already refunded on their end, I did a 3 way call with my bank (credit union hawaii) the jewelry store manager and the **** Meyer claims department as asked for by ******************************* and my bank verified to them that it was never refunded to my account, at the end of that call the jewelry store manager informed me that the claims department said their is nothing more they could do as on their end they refunded the money, I filled a dispute with my bank (credit union hawaii) and their claims department has not been able to get ******************************* to resolve the dispute, this has been ongoing for five months ******************************* has had $5,271.95 of my money causing hardship on myself and family reporting to Better Business Bureau is my last effort to resolve this matter before filing a lawsuit.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my wife's ring locally in ****** **, almost $8000 cash, including two separate lifetime warrantees for the band and the gems. They keep closing stores and we were promosed a local jewler that we could take the ring to for the warranty's inspections then nothing, we got the silent treatment. So after a year of trying to get these idiots to honor their commitment and respond they now tell me that I have to ship the ring half way across the country, or even all the way, depending on what's wrong with it. Just stick it in the mail and hope for the best, but now the inspection deadline is over anyway so I feel they committed fraud in order to escape their contractural obligations.

  Business response

  05/01/2023

  Hello *****,
   
  Thank you for contacting Fred Meyer Jewelers/Littman Jewelers.
   
  Thank you for taking the time and reaching out to us about your recent visit. We apologize on 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
  . 
  We can offer you a refund for your **** since there are no stores near you. We understand you will not want to ship your ring in at this time. I have attached the **** form to this email. Once received we will issue a check to your current address for your refund.
  
   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. 
  
  
  
  Best Regards ,
  *****
  
  *********************** | ************************** Representative 
  Operations | Fred Meyer Jewelers
  Office : ************
  
   
  

  
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Originally I dropped off my wife's amethyst ring for repair as a stone had fallen out. The ring had been inspected and cleaned by company (Littman Jewelers ***************, *************************). the week prior. The original repair ticket # was ****** dated 10/27/22. We picked up the ring in January 23 and the same stone fell out later that day. We called immediately and spoke with Manager **** who told us to drop off the ring again. I explained we were leaving on a two week vacation and was told no problem. We dropped the ring on 2/10/23 and the new ticket # is ******. We were told that it would be ready in two weeks. When I called on 3/1/23 I was told **** was out indefinitely and someone would check and call us 3/6/23. When we did not hear on 3/6/23, we went to the store an hour away on 3/8.23 and *************** had closed for good on 3/6/23.I spoke with their call center # ************** as instructed by the sign on the window of the store and got the run a round. I was told the information would be sent. to their corporate office for investigation and someone would be in touch. No time frame or further information was given. This ring was a gift to my wife and has great sentimental value. I believe the store mislead us. I want the repaired ring returned.

  Business response

  03/21/2023

  Thank you for contacting Fred Meyer Jewelers. We apologize for the experience you have had with ***********. Your concern has been shared with the ***************** who will be in touch within the next 48 hours with an update on getting your merchandise back to you.

  Thank you,

   

  Customer Service

  The Kroger Co.

  Fred Meyer Jewelers

  Customer response

  03/30/2023

   
  Complaint: 19625135
  
  I am rejecting this response because:

   

  The matter has not been resolved. The company sent an email stating I would be contacted and I was not.

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** Meyer Lakeway ********** ********** has had my $2000 Movado watch for three months. I check in periodically and I do not seem to get a straight answer other than oh yes, it takes a long time and I was told to check with the watch repair place over on King ******* Just a block away from the **** Meyer..Interestingly, I also turned in some sterling silver Brighton earrings for repair, at the same time I brought in the watch, and was told after a week that the earrings have lead in them, which I do not believe ******** does, and that they could not be repaired. Fortunately, I didnt just tell them to keep the earrings. Back to my $2000 watch - I am quite concerned, and I would like my watch back and the clasp repaired as soon as possible. I will be verifying with a Movado dealer to make sure that I do indeed get my original watch back - with all of its original Movado parts.

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