Complaints

This profile includes complaints for Paris Jewellers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Paris Jewellers has 21 locations, listed below.

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  Paris Jewellers

  18913 111 Ave NW Edmonton, AB T5S 2X4

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  Paris Jewellers

  1021-9713 Harsin St Fort McMurray, AB T9H 2L2

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  Paris Jewellers

  41-11801 100 St Grande Prairie, AB T8V 3Y2

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  Paris Jewellers

  110 2111 Main St Penticton, BC V2A 6W6

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  Paris Jewellers

  32-6631 Island Highway N Nanaimo, BC V9T 4T7

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:05/12/2023

  Type:Service or Repair 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.

  On November 09th, 2023, I was sold an item that was not accurate. I was looking for a 14 carat necklace and was sold a 10carat instead. Was told it was in fact 14 carat.
  I went back to the next day for a refund. I was charged a second time ($553) instead of a refund.
  The next day, the manager called me to let me know about the error. I was told I would have to wait until Monday as she had to call head office. She never called me. I followed up on Monday evening. The manager had left and never contacted me. Long story short, after a couple back and forth, I finally contacted HR on the Thursday. They told me I would be refunded in less than 2 wks. On Nov. 24th, they refunded me only half the amount. It is now December 5th and I am still waiting on the other $553. No one has contacted me to apologize about the whole situation or to explain why they haven’t t refunded me my money.

  Business Response

  Date: 18/12/2023

  Hello ****, we sincerely apologize for the miscommunication that was sold to you as you are correct, it was 10kt chain with a 14kt pendant. Our store had accidently charged you instead of refunding you when you visited the store. In attempts to accomplish your refund remotely so you would not have to return to store, the full refund was missed from *******, our merchant company. We sincerely apologize for the delay and was glad our customer service representative that you spoke to on the phone was able to help you on the phone with multiple follow ups ensuring you received the full refund. We've attached the confirmation of refunds through screenshots for your reference. We are truly saddened this is the experience you had and wish you all the best.

  Customer Answer

  Date: 18/12/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20964581, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/01/2023

  Type:Product 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.

  Purchase from - Paris Jewellers (Oshawa, ON)
  Date of purchase - Sept. 22, 2022
  Cost to purchase 1st chain (white gold) - $108.58
  Wore the chain 2 times (Sept 23 and 24)
  Chain fell apart on Sept. 25
  Returned it to the store, paid an extra $237.25 on Sept. 26 to upgrade the chain thinking the link was too tiny.
  I was away on holiday until December when the chain disintegrated on September 28... not broke like the first chain on Oct. 8, 2022.
  I could not return the chain until I was back from holiday.
  Returned to the store on Dec. 24 and could not get a refund.
  The store said they would have their jeweller look at it and assess the damages.
  After 9 days told me I damaged the chain, and they could either offer me $150 refund or I pay an additional $385 to have the disintegrated chain repaired.
  
  I insisted on getting a refund, but they have not given me anything. I have been back and forth for weeks now, and they are not refunding me.
  
  No where on their website does it say you cannot get a refund, but it says if you are not fully satisfied we will refund.
  
  Help please.

  Business Response

  Date: 17/01/2023

  Hello,
  
  
  The original chain CHA-FAN-0548 was purchased on September 22, 2022 for the total of $108.58. Due to wear, the chain was damaged, though we offered a one-time exception to exchange the piece on September 26, 2022. The new chain purchased for the exchange was CHA-GLD-0822, and the total paid was $237.25.
  
  
  On December 24, 2022, the chain CHA-GLD-0822 was sent to our Head Office as a service to be inspected and to determine if the chain was damaged from a manufacturing defect. The chain was inspected by our Master Goldsmith on January 4, 2023, and upon inspection, the damage on the chain was not due to a manufacturing defect, but rather from wear. 
  
  
  Our return policy states, merchandise must be returned within 30-days of purchase. 50% off items are exchange only. Merchandise must be received in its original, sale-able condition (unworn, unaltered, has not been sized) and be accompanied by the original receipt.
  
  
  Due to the damage on the chain being caused by wear, we are unable to offer a refund. We have provided three options for the customer to proceed with;
  
  
  
  Option 1: We can send the chain back with no work done, to the Oshawa location for pickup at the customer's earliest convenience.
  
  
  Option 2: We can have our Master Goldsmith repair the current chain. The soldering service is $385.00 plus taxes, though the repair will cause the chain to not look the same, which we have advised the customer.
  
  
  Option 3: We can exchange the current chain with a replacement at the discounted price of $150.00 plus taxes. As the current chain was purchased at $306.04 plus taxes.
  
  
  We are more than happy to work with the customer, with any option they decide to proceed with.
  
  
  Thank you!