Complaints

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• Initial Complaint

  Date:13/12/2022

  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.

  Had heirloom wedding set sized, rodium plated and soldered (3 ring set). The workmanship was garbage! Gaps between the rings, excess solder and one of the bands was ground thinner. I pointed out the issues and Curtis stated that the rings did not line up properly so could not be seated close together. I have worn the set for over 20yrs and never an issue. Then he proceeded to say bands must have been made at different times (which they were not!), and calling into question the quality of my set. Then, he would not let me leave with my rings without paying the full bill $420. He offered to keep my set and switch the rings around to see if they fit better -another 3 days. I refused ******* **** ******** * ***** ** **** ****. I took my rings directly to another jeweller who confirmed my complaints and who took the set apart and corrected the errors a cost of $588. Total cost to me $1080.00. And this has not corrected the the issue of him filing down one if the bands in an attempt to put them together. **** *** ** *** ***** *** ** ***** ***** *********** ****** * *** *********** **** ** ***** **** ******* ** **** **** ** ********* **** * **** ** **** *******

  Business Response

  Date: 22/12/2022

  We believed the ring soldering was as tight together as we could get it to fit. The rings were not ground down in any way, as that is not part of soldering rings together. We did try to point out the differences between the two rings. The shoulder heights were not the same as well as the decorative claws on each band were also not the same ***** ******** * ****** ******** ** **** ***** ** **** ** *** **** ******** ** *** *** ******* ********* *** ** ******** ***** ******** We did not wish this to sound like or insinuate that the customers set was of an inferior quality. We did listen to the customer as she mentioned she should have suggested we solder them to opposite sides. We would normally check which side fits best prior to soldering them together. We did offer to be sure and redo the solder opposite of how they were done. This was Saturday afternoon and we would have them redone for the Monday coming. The customer obviously wasn't happy and didn't want that done. The bill was $375.00 plus tax. The break down of the bill is 3 ring sizing's at 80 dollars each ( the rings did fit properly. Rhodium plating which is 50 dollars. Soldering 3 rings together is a charge of $85.00 plus tax.

  If the customers feels like they were able to get a better fit at the top of the set from service at another store, we will happily refund the $85.00 plus taxes paid from this service.

  Thank you,

  Curtis

  Customer Answer

  Date: 30/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I appreciate the offer of refunding $85 plus tax, it doesn't cover the cost of having to go elsewhere to get the work reversed and done correctly. It was clear that while you offered to "fix" the solder job, you were not CAPABLE of doing so as the work you had already done was so incorrect and you continued to reiterate that it "wasn't possible" to get a closer fit, thereby leaving gaps between the bands, which I pointed out. It was in fact possible to have the rings soldered together correctly. Please note that the rings were taken apart and put together in the same order you had assembled them. *** ******** ***** *** ****** **** *** **** *** **** ** *** **** ********* ********. These rings fit together like a puzzle and always have. **** ******* ** *** *** ***** ** ***** ********** *** ********* *  ********** *** ***** ** ** ******.  If you had taken the care and time to do this work correctly in the first place - which IS IN FACT entirely achievable - I wouldn't have had to have the rings fixed at a further expense of $250 plus tax.

  **** ** ****** * ****** ** ******* *** ****** *** **** *** **** ** ******** * *** ******** *** ** **** ****** ***** *** ******** ** *********** *** ***** **** **** **** * ******** 

  I believe Ken's Goldsmithing should reimburse the $85 plus tax for their inferior work and the $250 plus tax I paid to have the job corrected.

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 04/01/2023

  Store Owners have made an offer to refund the charge of the soldering together. This price paid to the second goldsmith soldering the set was said to be $588, and now is $250. The offer to refund the $85.00 plus tax still stands

   

  Thank you

  Customer Answer

  Date: 05/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  *** *************** ********** *** ********* *** **** ** ******* ** **** ** ******** ** ***** *** *** **** ******* ****** ****** **** **** ******* ** * *********** ********* *** ****** **********. If Kens preferes to refund the total, I find that acceptable, but in retrospect I had reduced it to only the correction amount. *** ******** ******* *** ******. *** *** ***** ******** ***** ***** *** **** ******* *** ****** *** *** *** *** ********* *** ***** *** *** **** **** *** ******** ********* *** *** *****. The fact that ****** ** *** ******* ** ****** *** ****** **** ** *** *** ****** ** *** ********** ** *** ********* ** **** **** ** ***** *** ***** ***** *** ***** ** ********** **** ** ********* * ******** ***** *** ******** ** *** *** ********* 
  
  
  Sincerely,
  
  
  
  **** ****