Complaints

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My fianc, ***********************, purchased my engagement ring (BRDL/SET SI/HI/ 14KTWG 2.00CT/PC/BGT/RND ******** BRDL) (see pics) with the repair warranty in August 2021 from Benchmark Jewelers **************, ********, **. In Feb 2022, I took my ring to the ********* location once for an inspection; and the ********* location twice (6 months apart) Each time the ring was cleaned and returned to me. I was not given any type of receipt for the inspection/cleaning. I was told it was all saved in the system. After following all the ring inspection requirements every six months, in Dec 2023, a diamond fell out of my ring (see pic).On Dec 20th, we took the ring with the diamond to the Benchmark Jewelers, *********, ** (**********) location to have the ring repaired.The manager first stated that we had never been to this location for the ring inspection, which was a lie. The first time I visited the Arlington store the sales associate had to put my fianc's name in the system; she asked to have his phone number to search their system of records; it took a while but they found his phone number in their database and serviced (cleaned) the ring.My sister was with me and witnessed the long period of time it to look up my fianc purchase/information in their database. There were no issues during the second visit at the ********* location. Follow their review the sales person wrote up a service slip to have the ring repaired. The repair slip states that the expected return date was 18 February 2024. My fianc received a call from Benchmarks corporate office on 24 Jan 2024, basically stating that the ring would be repaired, however, we will need to send in $150 for repairs and to receive it back. My fianc stated to the representative,that the warranty contract did not say anything about an additional charge for repairs or shipping;nor did the store state thatthere would be an additional cost. On March 20, the ring was returned from the corporate office to the ********* store without repairs.Our main concerns are (1) to retrieve my engagement ring back in a repaired state as expected with a warranty contract; or (2) receive a refund for the full value of the ring to allow for the purchase of a new ring of equal value; (3) to make certain that this company is held accountable for the warranty contract offered at a cost to the customer; and (4) to make other customers aware that Benchmark Jewelers has a practice of refuses to honor the terms of their warrant contract, which should be considered an unlawful practice.

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