Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair 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.

  On April 3rd, 2024 I brought King Jewelers my girlfriends 4th generation family heirloom ring and a $10,000 gemstone that I asked them to set in the center as an engagement ring. They lost the ring and gemstone and refused to return my calls or inform me that it was lost for two months. I flew out her whole family and planned to propose infront of them, but all plans were turned around when I was still recieving radio silence from King jewelers about my ring. After days of calling them with no response, I called three times on July 11th and finally got my answer. ******** had her assistant tell me that my ring and gemstone had been lost on May 21st, 2024. They waited until July 11th to tell me this after me incessantly calling. I set up a meeting with ******************* (the owner) and he never showed up. When he finally called me, he told me that the ring and gemstone had been mailed off to get cut and set. When sent back, the package was uninsured and stolen. ***** said he would not compensate me for the ring or gemstone. He then tried to turn the whole conversation on to me and blame me for leaving my ring with them without personally insuring it.

  Business Response

  Date: 07/16/2024

  This complaint is very disturbing on many levels. We tried to assist the client with the initial request to cut and polish a rough gemstone. We are a jewelry store and not a gemstone cutter which is why we had to send off the rough gemstone to a cutter who specializes in this per the client's request. Unfortunately, the ring and gemstone were lost via ***** when returning the item to us which is documented by a police report in the state of *******. As the owner of the company, I reached out to the client to apologize for the mishap and offered to replace the ring and gemstone which is only valued at a couple thousand dollars. The client then demanded that I pay him $25,000 and tried to blackmail us by saying that he would slander our reputation and file a lawsuit if we did not pay his demanded amount which was ludicrous. We had no problem trying to mollify the situation by offering a replacement, but we will not be blackmailed by this client as the stone that he claims was $10,000 is actually worth a few hundred dollars at best.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21985472
  
  I am rejecting this response because: 

  There was absolutely no blackmail involved. ***** has decided without any sort of appraisal and without having personally seen the ring and gemstone, that my ring and gemstone are not worth more than a couple thousand. I have the receipts to prove how much I paid for the gemstone. The ring was an irreplaceable 4th generation family heirloom. Both were entrusted to King Jewelers to take care of while they cut and set the gemstone in the ring.  Both the ring and gemstone were lost while they were in the care of King Jewelers. The police report was filed on May 21st and they failed to tell me this. I had to call several times in the span of a few days to even get a response about the status of my ring and gemstone. Finally after three calls in one day I was told on July 11th that my ring had been stolen in May. ******************* failed to show up to the meeting I had scheduled. When he finally called me he failed to take any accountability for this situation as well. I am asking to be compensated for the loss so that I can take my business elsewhere as I no longer trust working with this company on something so personal and important in my life story.

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

  Business Response

  Date: 07/18/2024

  Please be advised that we offered to replace the ring and gemstone for free to this client who said that was not good enough for him and demanded $25,000 which is way way more than what was lost by *****. This was verbally communicated as well as in writing via text message last week before any complaint was filed. There is a police report in *****, ** where the package was either lost or stolen via ***** and an open investigation by ***** as we still hope that they may be able to find the missing package. There's only so much we can offer when something like this is out of control as we're happy to replace the missing item for free, apologized several times, and even offered a reasonable compensation yet the client demands $25,000 which far exceeds the value of the lost items.

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased a *********************** watch for my daughter's birthday from King Jewelers in an online transaction. It was represented as new on their website. When I received the watch there was no protective plastic covering on the face or back of the watch. Nor was there the protective plastic sleeve that comes on all new *********************** watches. Based on this and my suspicion that this was an instore 'sample' or a used watch (hence the coverings removed), within a couple of days I contacted them via text and advised that I would like to return the watch. They responded they'd be happy to assist with the return and provided me complete instructions on sending via registered mail, insured with a return receipt. I did so very promptly.Today I was informed that they would only offer me a store credit with a 20% restocking fee because the watch had damage and there was evidence of 'skin' or 'spray tan' on the band. The watch was never worn. Skin or spray tan, if present (which I certainly did not notice when I opened the packaging), happened prior to it being in my possession. The other option was a store credit - which I have no use for since I have no trust in how this business operates and I fear another bait and switch.This is a devious business practice that puts the online consumer entirely at the mercy of a business - asking that the consumer trust that the product was shipped new in spite of missing packaging and protective coverings. To be clear about how much I had a genuine desire to purchase this product - I can demonstrate that I purchased the identical item from another (reputable) business for my daughters gift. This was not a buyers remorse situation.I appreciate your assistance in helping me secure a full refund. Restocking is out of line as they had this in stock and it was in the mail and/or my possession for a very short time. Restocking means they put it back in the case it came out of before they shipped it to me as new.Thank you.

  Customer Answer

  Date: 08/22/2023

  Retailer has agreed to full refund after text message exchange. Thank you. Please consider this resolved to my satisfactory. 

  Business Response

  Date: 08/22/2023

  We have received this complaint and have resolved the situation with our customer by issuing a full refund as stated by them. Per our return policy, any items showing signs of wear including scratches, dirt, make up, or other damage do not qualify for said refund. At the time of shipment there was no visible wear or damage to the watch as described by the customer. After respectfully addressing the customer with their options for a store credit minus a restocking fee, we decided to issue a full refund. Please advise this matter has been settled. Than you.