ComplaintsforTreasures Jewelers

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 3 months ago I took 3 watches to the kiosk for repair. I received a call about 1 month later they were ready. I picked them up, paying just over $300 but happy. However, 2 days later the new crystal fell off of my mother's 72 yr old watch. The young man at the kiosk told me this watch was 14k and it was worth no less than $2,500.. that's what they sell antique watches with 14k gold for He said they would put the new crystal back on and to ck back or he would call me in about a week. After 2 weeks and no call I went in and was told it wasn't back yet. After no watch and ignoring my calls I went back and the young man took me up to the main store and I spoke with Axis(sp). This man said he and Chastity,(another part owner,?) Would ck other stores and call. After 1 week and no call I went back in to the main store. This man said it was lost but this had never happened before ( I now see this is not the first). He immediately gave me a watch he had put back for me and stated it was worth $2,800 and I could take it to any jeweler which I did. This watch was only 10k even tho he started it was 14k and it did not even work and estimated worth only $1,400 at most and if working. I called the older man back and asked why not worth as much as my watch and not running He hung up on me. I called back and was told by a lady he would not speak with me anymore. He claimed he had never had anything lost before

  

  Business response

  08/16/2023

  To Whom it May Concern:

  Mrs. **** ***** dropped off a total of 4 watches for repair at our Kiosk location in Foothills Mall Maryville, TN.  We were able to repair all 4 watches, however she returned one of the watches stating the crystal had fallen out. We advised Mrs. ***** that we would replace the crystal and call her when it was ready for pick up. Mrs. ***** picked up the watch when the repair was completed. Mrs. ***** continued to call the main store, saying that she had not picked the watch up. The store owner, ****, attempted to call her multiple times with no success, regarding this matter.  

  Mrs. ***** came to the store, and as a courtesy, ****, the store owner, gave her a replacement watch to settle the dispute. The kiosk worker was not aware, at the time of advising Mrs. ***** about the value of her watch, that she would later try to seek a "replacement" for a watch that we do not show as missing. It has also been brought to our attention that Mrs. ***** is using a similar strategy with a collision dispute, as she attached her Service King Collision report records to our complaint by mistake. We feel that we have already more than compensated Mrs. *****, as our records show her watch was never missing and was picked up. We do not feel that further action is required on our part, as we are out a very expensive watch to "make it right" for a customer that did not have a valid complaint in the first place. It is ****'s hope that all customers leave happy, and that is why he was happy to replace the watch at no fault of our own. If you need any further details regarding this matter, please feel free to reach out to **** directly. Our store number is 865-983-0987. 

  Sincerely,

  Treasures Jewelers Management 

  

  Business response

  08/17/2023

  Mrs. **** ***** dropped off a total of 4 watches for repair at our Kiosk location in Foothills Mall Maryville, TN.  We were able to repair all 4 watches, however she returned one of the watches stating the crystal had fallen out. We advised Mrs. ***** that we would replace the crystal and call her when it was ready for pick up. Mrs. ***** picked up the watch when the repair was completed. Mrs. ***** continued to call the main store, saying that she had not picked the watch up. The store owner, ****, attempted to call her multiple times with no success, regarding this matter.  

  Mrs. ***** came to the store, and as a courtesy, ****, the store owner, gave her a replacement watch to settle the dispute. The kiosk worker was not aware, at the time of advising Mrs. ***** about the value of her watch, that she would later try to seek a "replacement" for a watch that we do not show as missing. It has also been brought to our attention that Mrs. ***** is using a similar strategy with a collision dispute, as she attached her Service King Collision report records to our complaint by mistake. We feel that we have already more than compensated Mrs. *****, as our records show her watch was never missing and was picked up. We do not feel that further action is required on our part, as we are out a very expensive watch to "make it right" for a customer that did not have a valid complaint in the first place. It is ****'s hope that all customers leave happy, and that is why he was happy to replace the watch at no fault of our own. If you need any further details regarding this matter, please feel free to reach out to **** directly. Our store number is 865-983-0987. 

  Sincerely,

  Treasures Jewelers Management 

  Customer response

  08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive multiple calls from anyone that my mother's watch was ready. No messages ever left. Service king is no business of anyone else but my own. And, I have never tried to recover anything until now. If I had picked up this watch why was '****' so willing to give this replacement..which was not working nor not worth even half of my mother's watch. I note this is not the first complaint filed against this store, and other jewelers are aware of their actions as well. All I want is  mother's watch back. This man told me to bring in the links that were taken out so they could see what the band looked like. In addition, he stated that he and Chastity would check other stores. Their statement to me was, 'maybe it was dropped off at another store'. Also, he stated 'this has never happened in 30 yrs ' which I believe this is incorrect. Very unfortunate situation. If you lose something just admit it and make it right. To give me a watch that is not working, not worth half of my watch, only 10k, and a accuse me of lying is an insult. I hope they will do the right thing ASAP and this can be resolved. But I will not settle for being taken advantage of, nor the fact that this belonged to my 88yr old mother. This is very much a shame.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a ring from this jewelry store. I was told I had a 2 carat diamond but in fact it wasn't. When returning to the kiosk where they had me pay. Which is located right in front of the store where I went to look at the ring. the guy I told was the owner said he wasn't the owner pointed to a guy at the store where the Ring initially came from & said he would make it right and out a 2 carat diamond in it. After I showed him the text messages in my phone with the sales associate. Proving I didn't get what I requested. So I walked up to the guy the first he denied being the owner. After a brief talk he said he would just give me a refund the next day because it was close to 5 o'clock and he didn't have the money there and wasn't able to do a bank transfer. So I return the next day he was nowhere around. But a lady was in the front that said she was the owner then she said she was the co-owner then she said she was the manager then she said I could'nt have a refund & called security on me. I done nothing wrong so when the security guard came I told him to take me to the office and let me fill out a complaint on them. He did. After that I called and talk with the people at the mall told them what was going on. They said they talk to the owner and he was supposed to call me but he never did. So I went back the next day. Before I got there they were calling me telling me they couldn't give me a refund anymore and that the owner wasn't really the owner. So I went to the store and no one was there but one lady who said she was the only one there. So that point I went to the Mall office got the manager she walked down with me and he was there in the back. He then denied ever saying he was going to give me a refund . So I called the police and when they came he told him he said he would give me a refund cause said something about a lawyer and that made him not want to give me a refund anymore. So I had the officer walk to the office & the manager confirmed he lied

  

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/11) */ This gentleman contacted one of our employees about a ring that he was interested in through Facebook. He asked about the carat diamond weight of the ring to which our employee responded 2.05 TDW, meaning 2.05 carat total diamond weight. He stated he wanted a solitaire diamond ring. The ring that was sold to this gentleman was a solitaire ring. He came into our store and identified the ring and was able to put his own eyes and hands on it. He said that was the one he desired and proceeded to put half down on the ring and then asked us to alter the ring for him to come and pick up in 2 days. We met his expectations by sizing the ring and putting it in a yellow gold setting. The customer came and picked up the ring 2 days later and paid the rest of the money so he could take it home with him. Again, laying eyes and hands on the ring before he paid the remainder of the money and took it home with him. Two days later he returns to our store claiming it was not the right carat weight that he thought it was. However, we have the documented proof through appraisal and messages that states the carat weight was 2.05 total weight and not the weight of the center stone itself. He demanded money back to which one of our employees told him to come back the next day and speak with our General Manager. We have on our wall for every customer to see a sign that states, "NO REFUND EXCHANGES ONLY." She informed him that we could not do a refund due to altering the ring for him anyway, however if he wanted to look at upgrading the diamond, we would be more than happy to help. He stated he would get a lawyer, to which she told him that's fine we will speak to them. The next day he calls and speaks to our store manager. He stated that he was going to get a refund one way or the other, to which our manager explained to him we do not accept refund, but we would even go as far as letting him trade in the altered ring for one of his likings. The customer proclaimed that he had already purchased a separate ring from another store and that he desired him money back only. He continued to argue with the store manager and said he would just come in shortly. When the customer arrived at our location he came to the front desk and stated, "does he have my money yet?" The manager had another customer to assist and asked him to wait for a moment until she was finished. The customer proceeded to the mall office and brought back the mall manager. The mall manager informed him in front of our manager that the sign is posted on the wall, "NO REFUNDS EXCHANGES ONLY." He stated he was told that he would get a refund. The manager of our store told him to call the cops, but he was not allowed to stay in our store or welcome to enter it at any time. The manager told him we would only want to talk about this situation through law enforcement and/or lawyers to which he stated he did not need a lawyer after previously stating that he was going to get one. The police officer that responded heard both sides of the story and even after his tyrant behavior we still told the police officer we would be willing to exchange the ring if he desired. Consumer Response /* (3000, 7, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I'm fact I asked for a carat solitaire ring from the start of the entire conversation I have & have screen shotted and printed. I even messaged with concerns about the ring and asked if I had the wrong paperwork. I was told I didn't & wasn't supposed to have any yet.. But when I returned to talk with the guy that sold it to me and explained their must have been a mixup and some miscommunication on the salesman's end and showed him the text. He said the owner would replace the center stone with a 2 carat diamond I had asked for from the start. After he looked at the text messages he said it must have been a mistake on their end & then went to talking about nothingfor a few minutes, He then said he would give me a refund the next day because he didn't have the money there. When I returned he was in the back but the employee claimed to be the owner , then the co-owner, then the manager. She said he want there. And then called someone and hung up and told me to leave it was her decision and I couldn't get a refund. Then called security for no reason but to remove me so they wouldn't have to honor the promise made the day previously, because they knew they sold me something worth totally less than what I payed for. I filled out complaints with the mall talked with them several times up until the next day when I arrived. The manager was with me when the owner said he never told me I could get a refund. So when I called the Police. Then owner told him that he told me I could get a refund but then changed his mind because I mentioned a lawyer... I had the Police officer verify the story with the mall manager. She was shocked the jewelry store owner had lied to me and her. It's all in the police report. Their statement above doesn't match up with the events of what happened and I have the the text messages and police report to prove it. If this last attempt doesn't work. I will file in small claims court in Blount County this week & take all these documents and subpoena all parties involved for this first suit I plan to file. The police report tells he lied and destroyed their story. Even this new one they wrote to you, The better business bureau Business Response /* (4000, 9, 2022/03/16) */ We are standing by our response that the customer received exactly what was in the paperwork.

*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. ↩