Complaints

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• Initial Complaint

  Date:02/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The interaction with Kenyon Jeweler's employee and owner Douglas D***** occurred on February 8,2023 at about 4:55- 5:15 p.m. I was there to pick up a piece I put on layaway November 10, 2022. While on the Parkway I called from my car to let them know I was on the way. The employee, an older woman said that she had to check to see if the piece was ready. I had wanted a silver nail-nik put on the piece so I could wear it as a necklace. The employee returned saying that the piece wasn't ready because I had not paid in full. She said she was sorry she didn't tell me and agreed to return my down paymet of $50. When I got to the store the employee tried to turn the table for her mistake of not informing me from the beginning in November that the alteration could not be done until the piece was fully paid off. She started screaming and literally snatched my copy of the contract from my hand. She started making remarks like "Why are you being so mean to me when I 've been nothing but nice to you." What??? Then the owner, Douglass D***** came from behind some area and started screaming in a rage. His whole body was shaking and he began to verbally attack me saying, "You're not getting a deposit back. Everybody knows alterations aren't done until it's paid off. It's a given! Common sense!" No where on the layaway contract is it written that alterations are done only after the item is paid in full. Then Mr. Duffus attacked my character, "In all my years I've never had anyone act like you!" What?? Because I dared question his unstated and unwritten policy? Both he and his employee verbally attacked me to the point that I thought, "If he has a gun behind that counter, in his rage he just might pull it out and shoot me." I left without piece and deposit. The last day for picking up the piece is today February 10, 2023. I fear for my life and won't go back. Both he and his employee acted in a highly and frighteningly unprofessional manner. I need my money returned and an apology.

  Business Response

  Date: 02/22/2023

  **** *** ******* 
  

  This letter is in reference to the unfortunate event referenced in your letter Dated 2-10-23, ID #********* 
  

  On November 10, 2022, ****** ****** ****** placed a Sterling silver turtle brooch on lay away at our store Kenyon Jewelers. At this point ****** ****** * ***** asked if we could add a bale so it could be worn as a pendant which I offered to do at no additional charge. At this point she put this item on lay away and signed our 90 day lay away contract and placed a 25% deposit of $50 on the total purchase price if $202.23 that included the sales tax. Please reference the contract ****** ************ has provided for you as well as the one we are providing. ****** ************ read, agreed to our terms, and signed the contract on her own accord. Her initial deposit was her one and only payment on this item. 
  

  On 2-1-2023, ****** ****** * ***** contacted us by phone and talked to our employee, Lynne D********* and notified us that she had been ill and was not sure if she would be able pick up her lay away on time, Lynne was gracious enough to extend to her the courtesy of and extra month to pick up her lay away. 
  

  On 2-8-2023, ****** ****** ****** called us at approximately 20 minutes until 5:00 pm asking if we could stay open as she was on her way to pick up the brooch and was stuck in traffic, please note we close at 5:00 pm. We agreed to stay open for her but at this time we pulled the brooch and explained to her that the alteration of adding the bale had yet to be performed. As rule I do not do sizing or alterations until at least 50 percent has been paid, this is common in industries where alterations are to be performed and many businesses will not perform alterations without the item being paid in full. Once told the alteration had not been performed ****** ****** ****** became enraged and began yelling at Lynne D********* over the phone. She berated Lynne for not telling her that the alteration would not be performed until at least half down was deposited. Lynne repeatedly apologized to her but was unable to calm her at this point she said she was just coming in for her deposit. ****** ****** * ***** entered the store a few minutes to 5:00 pm with an angry tone and proceeded to berate my employee. Until this point, I was going to give her deposit back which I am not bound to do by the terms of our contract, (please refer to the first sentence the states that the 25% deposit is not refundable). Please note that the deposit was not retained by Kenyon Jewelers because her contract was about to expire, it was retained because she terminated contract. Please note ****** ****** * ***** never once asked for the refund but demanded it. ****** ************ left the store, read the contract in her car then called the store to inform us that we would be hearing from her lawyer. My employee, Kate *****, tried to explain to her that we were not canceling her contract. The pin was hers to purchase we just needed a day to make the alteration. 
  

  As for my behavior, I met her aggressive tone with my own, regrettably, and at no time did I threaten her with physical harm of any kind and there was never any mention of a firearm at any time. Please note I do not have a gun in this store, nor do I own any type of firearm personally, I never have, and I never will. Her claim of me threatening her is false as well as slanderous and only stands to prove her aggressive behavior. I stand by our reputation of 99 years in business in Wilkinsburg as a fair and equitable business, I'm sure your records will back that. 
  

  The outcome of this incident was completely driven by ****** * ****** *****' demanding and aggressive behavior, on the phone and in person and does not have anything to do with the end date of the contract. Her deposit as clearly stated in the terms our contract was defined as nonrefundable which she agreed to and signed, she chose to forfeit her deposit by terminating the sale and not fulfilling her obligations as defined in the contract. 
  

  Sincerely, 
  Douglas ** D***** 
  President Kenyon Jewelers Inc