ComplaintsforSteven Singer Jewelers, Inc.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order number ******* I purchased a ring, a lifetime guarantee and a cleaning cloth from the jeweler on 4/11/2023, but I received no communication after that. On 4/17/2023, the website still had my order as pending, so I reached out to the text line with my order number and was informed that my item was in the store. No one explained about the Lifetime Guarantee that I purchased and I was not given any documents or follow-up about that purchase. The ring has faded and I cannot get into my account. I have also tried to contact the store via email with no response.I am supposed to have a lifetime guarantee for this item. The customer service is terrible and I would like refund.

  Business response

  07/28/2023

  Good Morning ******************,
  
  Hope this email finds you well and enjoying your day.
  
  I left a voice message at 10:30am this morning at the phone number provided on your order ************. I wanted to follow up with an email as well.
  
  We received a notice from the BBB that you are having an issue with your ring. I’m so sorry to hear this!  I apologize we do not have record that you contacted us directly regarding this issue. We are more than happy to take care of this for you.
  
  You do have a Love Guarantee service plan on the ring,  which is a service and maintenance plan that covers routine maintenance and services such as sizing, polishing or refurbishing.
  
  If you would like to have the ring serviced to address the issue described in your email to the BBB as fading, please contact me directly to schedule a shop appointment that is convenient for you.  If its more convenient, I can email a pre-paid ***** shipping label to send it in for service and then ship it back when its done. There is no charge for the shipping back/forth.
   
  Although you are beyond the return period, if you prefer to return the ring for a full refund, I will arrange for a refund if the ring is returned by 8/12/2023. If you are unable to return the ring to the store, I can email a pre-paid return label to send it back through ***** for a refund. The Love Guarantee service plan would also be refunded if the ring is returned and refunded.
  
  Please note the email address on your order is different than the one provided to the BBB. In an effort to make sure I reach you, I've sent this email to both your email addresses.
  
  Please let me know which option is best for you and how you would like to proceed. I can be reached by phone at ************.
  
  I apologize for any inconvenience and I look forward to resolving the issue as soon as possible.
  
  Kindest Regards,
  
  Please let me know if there is anything else I can do at the moment.
  
  Regards,
  
  ****
  Steven Singer Jewelers

  Customer response

  07/28/2023

  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. 

  The company did reach out to me to offer options that would satisfy my complaint, for which I was grateful.

  They will be issuing a refund and have blamed the experience on "technical issues". They also claim that they will be offering a better customer service experience to other customers.

  Regards,
  
  *******************************

*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. ↩