ComplaintsforSilver Lining Jewelry & Loan Inc

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I pawned a ring /earrings at the ******* store in NE. ********. Silver lining jewelry and loan. A couple of months ago I went into the store and renewed my loan for both items after a notification was sent to me to renew my loan. The store admittedly sold my ring to another consumer because they said it had been there too long. No way would I have let my ring go and theyre saying I didnt renew it and it sat there for 4 or 5 months but they still have my ear rings. They said the ring was sold to a consumer that put the ring on layaway and the ring is still in the store but they will not give it back to me. This is the second incident *** had with them regarding one of my items the first was a sewing machine they put out to resell but I was able to get it back from the display. I want my ring back.

  Business response

  08/29/2023

  This is a copy of the letter I am thinking of submitting  in response.  I do not want to put non public personal information on your site so I have not included copies of her debit card receipts of her renewal of her other items.

   

  I believe that our company has gone above and beyond to help ************** , and would like this mater  dismissed.

   

  Thank you  *******************;

  Business response

  08/29/2023

  Dear *************** :                 
  
  I am writing to you today in response to a complaint I received from the BBB, which you filed after our phone conversation about the loss of your loan (#*****) with our company on 04/19/2023. 
  
  As discussed on the phone, the loan contracts are, per Oregon Revised Statute 726,  a 60-day loan contract with a 30-day grace ****** before your item will be forfeited.  As a store policy, we  work with our customers to do everything possible to help them get their items back. Your loan was initiated on 10-4-2022 and was due for renewal or pickup on 12-03-2022  Thirty days past that (the grace ******) was 1-03-2023.  Your loan was held for an extra 4 months past the due date of your loan, during which time we made multiple attempts to contact you.  In the meantime, you renewed your other pawned item (earrings) but not your ring.  (Please see below for copies of original loan contract, the back of the contract stating the law and the actual forfeit date of your loan. )  
  In the case of your ring, after holding it for an additional 4 months without you taking care of the loan, we opted to forfeit it and put it out for sale.  When you finally contacted us again, we had already had a customer put a downpayment on the ring for an active layaway.   As we discussed on the phone,  I cannot take the ring back from the customer.  I did ask the customer if they would be willing to get a refund on the item, but they are unwilling to.  As a business we have gone over and above to try and get your item back to you, even though the loan repayment was your responsibility and forfeiting the item is well within our legal right.  This is how a **** business works.
  
  In your complaint to the BBB, you indicated that this is the second time our company has done this to you.  I would remind you again that the law is very clear on the transfer of ownership of items that have gone to forfeiture.  In your earlier case, we happened to still have your sewing machine on the sale floor, so we were able to help you by allowing you to reopen the loan.  Please be clear that this is not required by statute but is done solely as a favor for long-standing customers.   
  
  Again, I am sorry that you were not able to get your ring back at this time and am sorry that you are unhappy with our business practices.  I hope that you can understand that collateral loans are the nature of the **** business, and loans held by collateral need to be either picked up or renewed in a timely manner, or the item becomes ours to sell.  We gladly work with our customers to make sure they can get their items back, but communication is important to making that happen.  In your case, while we gave a lengthy grace ******, without communication of your needs or intentions, eventually we needed to recoup the money we had put out on your item. While we do not owe you any reimbursement, I am still willing to notify you if the customer that bought your ring decides to change their mind.
  
  Sincerely,
  ******************* , Owner
  Silver Lining Jewelry & ********

  Customer response

  08/30/2023

   
  Complaint: 20514161
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  08/30/2023

  Every time a notification was sent to me I responded to pay or renew my loans. I have personally come into the store or renewed over the phone. Again someone is not being honest at this location. The lady I spoke with said it was her friend that put it on layaway and that she could more than likely get it back by offering a gift card or another item. The male I spoke with was very rude to me said he had dealt with me before again not true if I had unjust and not resolved and issue I would not frequent their establishment. Ive always picked up or renewed and item with silver lining over the years I have done business with them. Its never an issue at the ***** location only on 181st in *******. 

*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. ↩