Reviews

Review Details

• Review fromDiane B

  Date: 29/06/2024

  1 star

  Diane B

  Date: 29/06/2024

  Recently been charged over $**** for a ring sought and cancelled the following day in early December 2023 by phone with a live representative and 2 left voicemail messages also went into the store to reach out to the seller who wasn’t there in turn left a verbal message to forward “the unwanted ring and to cancel purchase” in the beginning the store promote ******* credit card over the counter. My balance has been zero dollars from December 2023 to May 2024 until I received an alert email for $******* Ring costing $**** plus a penalty charge of $****** in which I paid immediately. I do not have the ring. I went to Ben Moss they said talk to ******* which I called at once and they tell me to deal with Ben Moss for a refund. Ben Moss tells me on the receipt no refund after 30 days of purchase. Ben Moss new manager retrieved the baggie containing the ring which she drop and did not sound solid as the selected ring touched and chosen and canceled. ******** ** *** ***** *** *** ***** ** ******** ** ***** *** ********* **** *** **** 

  Ben Moss Jewellers

  Date: 03/07/2024

  Dear Diane,
  I want to address your recent experience at our Kildonan Place store and provide a detailed account to help clarify the situation.
  On December 6th, 2023 you visited our store at Kildonan Place and selected a ring with the assistance of our sales associate, Dale, who was also our assistant manager at the time. During this visit, you were introduced to our financing options, including the Ben Moss ******* ****, which you successfully applied for. Dale offered you 6 months with no payments and no interest.
  You requested that we size the ring to your partner's measurement, later on that day you came in with your partner and requested to size it to 11.5. Dale measured his finger and informed you it would take 2 weeks to get the ring back from the goldsmith. Dale made sure to inform you about our 30-day policy for a full refund or a 100 days for an exchange. You signed a document authorizing this sizing, which is a standard procedure for custom adjustments.
  At the time of purchase, our return and exchange policy was explained to you. As a reminder, we offer a 30-day period for full refunds and a 100-day window for exchanges. Dale also confirmed the 6 months no payments and no interest on ******* ****.
  The ring was sent out for sizing as requested on December 6th, 2023 at 8:46 PM and returned to our store for pickup on December 21st, 2023. We have records of notifying you via text message that the ring was ready on December 21st, 2023 at 3:47 PM. We did not receive any response or further action from you at that time. Dale recalls reminding you about the 2-week sizing period during your call to check the status.
  A couple of weeks ago, you contacted our store to request a refund for the ring purchased in December. Our associate explained that, as per our policy, a refund was not possible as the request was made beyond the 30-day period.
  On June 27, 2024, you visited our store and reiterated your request for a refund. During our conversation, I, as the new store manager, explained our policy again. Despite this, you expressed dissatisfaction and mentioned you do not want to pick up the ring to force us to do a refund. We later discussed a possible resolution over the phone, when you called to request a resizing of the ring to fit you instead as you were no longer with your partner. I agreed to do this at no additional charge as a gesture of goodwill.
  ** ********** **** *** *** ** ****** **** **** ******** ***** ** *** ****** *** **** ** ****** *** ****. We sincerely regret any frustration this situation may have caused. Our phone conversation ended on a positive note, with an agreement to resize the ring for your wear.
  Our goal is always to ensure our customers are satisfied, and we strive to adhere to our policies while providing the best possible service. To reaffirm our commitment to your satisfaction, we are still willing to resize the ring as discussed for your wear. Please bring a valid ID when you come to visit, so we can verify your information and proceed with the service.
  Thank you for your understanding and for allowing us the opportunity to address your concerns. We hope to resolve this matter.
  Have a wonderful day!