ComplaintsforNasr Brothers Jewelers

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday March 3, 2022 I visited the business to get my wife's wedding ring repaired and a watch battery replaced. Mr. N*** stated he tried two different batteries in the watch and it still did not work. He recommended further services including but not limited to cleaning the internals. I declined these services. He evaluated the wedding ring that I brought in for repairs since one of the shanks was broken. This is a sentimental, 70+ year old setting. He quoted $75.00 to repair the cracked shank and re-solder the two shanks together but stated it wouldn't be as strong as replacing it with a 1/2 shank, and that it would still look like two separate rings soldered together. He explained that both shanks would be cut at the 3 & 9 o'clock positions and replaced with one solid, thicker shank, hence the 1/2 shank, and that it would look like one solid, thicker band. He quoted $350.00 for the repair and said it would be ready the following day. I thanked him and left the store to get a second opinion. I returned the following day, March 4, to drop the ring off to have the 1/2 shank repair performed. He quoted me $375.00 for the same repair that he had quoted me $350.00 for the previous day. I reminded him of this and he said he would honor the $350.00 quote. I paid in full, including tax the amount of $378.88 on credit card. He said it would be done on May 7th. I went to the store on 5/6 to pick it up. Mr. John N*** was not in the store, however several other employees were. I asked why the ring was repaired with just soldered instead of replacing half of the shanks with a single, new, thicker one. The jewelers on staff claimed that this was indeed done, even though it still appears that there are two separate rings (see pictures). I stated I was not pleased with the repairs, especially in light of the additional cost of the repair that wasn't done. I explained that I paid for the more extensive repair but only received the lesser repair.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/05/17) */ Hi my name is Angelo E******* I work for Nasr jewelers. I was working on May 6th when Mr. ****** came in. When I handed him his ring he explained why he was unhappy with the work done and he felt he didn't get the work he had paid for. I had the on site jeweler come and explain to him what we had done to the ring. He explained that his rings did indeed get a half shank replacement and the line he was seeing was molded on there to show that they're technically 2 rings. The customer was still not satisfied with the work and we explained we will be happy to make it right for him by taking the ring back and redoing the work with no additional charge to the customer. We called Mr.N*** so he can also explain the work done but the customer stated he did not want to talk over the phone, so we told him that Mr. N*** will be back in town on Monday(5/9) and he said he'll come talk to him then. Mr. N*** explained to me that the customer never showed up Monday(5/9), and that he called him but no answer, he also explained to me that he tried calling him May 16th but again no answer. He is still welcome at any time to bring the ring back to us to bring the ring to his standards. Thank you for your help. Consumer Response /* (3000, 8, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received one call from the business on 5/16/22 @ 2:27PM and they left a voicemail. I never received a call from the business on 5/9/22. I have lost confidence that the business is able to perform the repair to my standards. At the initial visit to obtain a quote for the repair, I also had a second repair to a watch that needed a new battery. The owner stated he tried two different batteries but with no success and recommended an up-sell of cleaning the watch as well for an additional charge. He had other customers and appeared to be inconvenienced by a small repair like a watch battery. I took the watch to a competitor at the same mall and the watch was able to be repaired with a single battery replacement. I do not feel continued attempts to repair a ring that was made in 1949 is the best option for the longevity of the antique piece of jewelry. The continued misrepresentations by the business owner is disheartening as well and I am not comfortable with continued repairs as solution. Business Response /* (4000, 10, 2022/05/25) */ Hello this is Angelo, I would like to start by saying when the customer came in he brought up how mr n*** put two batteries in the watch and it still wasn't working, but when he was telling me what happened he told me that he went home and changed the battery himself and not that he took it to someone else. Also I would like to state that I misunderstood mr n*** he did only call on once 5/16 he was referring to how Mr ******* said he would come in on Monday (5/9) to speak to him but never showed. Finally, we are curious to what his standard would be? We went out of our way to get the ring done in 3 days which is very unheard of because he needed the ring by Mother's Day. Also the only concern he had was the drawn line on the ring making him believe it was just soldered together, but this does not mean we didn't do the job properly or honestly. We also made the ring 95% better than when it entered the store. The customer has pictures of the ring from before and after that will show that ring did get the proper work. Removing the line would be a very easy fix for us and will not affect the rings integrity or longevity in any way. Consumer Response /* (4200, 17, 2022/06/07) */ My standard is that the repair is completed the way it was explained and sold to me. I do not wish continue going back and forth with the company, and I am not confident that they will keep their word based on how this is progressing. The are unwilling to acknowledge that the repair does not match what was promised.

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