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Business Profile

Jewelry Manufacturers

Norridge Manufacturing Jeweler

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Manufacturers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/07/2024

    Type:Service or Repair 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.
    I brought my wife's engagement ring to Norridge Jewelers on 10/28/23 to have the setting tightened. I was told to pick it up after 11/3/23. I picked the ring up on 11/4/23. I gave the ring to my wife and she immediately told me it was not the same diamond. I immediately called the store who would not answer the phone. I went back to the store with the ring and the owner **** told me that was the diamond I gave him. He refused to give us our diamond back so we ended up calling the police. He changed his story several times from when I first returned until the police arrived. First he said that's what I gave him. Then he said I left with the ring and he didn't know what I did with it (at most 45 minutes). He said he was the only person to work on the ring. Then he said his cousin worked on it. The police said this is a civil matter and they couldn't do anything about it. I then took the ring he gave me to another jewelry store and had it appraised. The color, clarity, and carat size did not match the original appraisal I have from when I purchased the ring 9 years ago. This appraisal was $40,000 less than the original appraisal.Norridge Jewelers robbed me.

    Business Response

    Date: 01/17/2024

    Thank you to the BBB for the opportunity to respond.  Norridge Jewelers has been in business for over 47 years, having both a retail location and doing diamond setting and jewelry repair work for other jewelers for over 80 years.  **************** is a core value of our organization and so we are deeply concerned about this complaint.  When a customer believes that they have been robbed there is little we can do to make it right other than apologize and try to explain our process and safeguards to ensure the safety of the jewelry that we are entrusted with. 
    ******************************* previously came into Norridge Jewelers with his wifes ring with a broken prong on 1/20/22. He met with my brother **** who is a diamond setter.  **** looped the diamond and **** a picture of the major imperfection in the stone.  The ring required a rebuild of the prong and the ring was picked up later in the week without incident.
    The next time ******************************* came into Norridge Jewelers with his wifes ring was on 10/28/23.  He came in with the same ring (with another broken prong) along with a second ring that he called her travel ring which was a duplicate of her diamond ring but had a cubic zirconia set into it.   Since this was the second time she had a problem with the same ******************** recommended they reset the diamond into the travel ring setting and reset the cubic into the troubled setting (which Norridge Jewelers did repair).  ***** has noted that he brought the ring in to have the setting tightened which is not factual.  The two rings never left the store.  All jewelry repair is done on site and ****** ******************* did the work on both rings. ***** is NOT a diamond setter and NEVER told ***** that he did the work.  He did tell him that the diamond was not switched, and both he and *** would be willing to take lie detector tests.  ***** suggested that ***** call the police and file a complaint, which he did, and ***** talked with the Norridge police at length but they pointed out it was a civil matter so there was nothing they could do.  ***** asked ***** to bring in his certification on the stone (which should have been provided at the time of the original sale) , the sales receipt and the appraisal from his original purchase which was over ten years ago.  ***** declined to do so.
    ***** noted that he brought his diamond to another jewelry store to be appraised.  In cases like this, it is critical that the new appraisal is conducted through accredited sources, such as the ********************* of America ****** AGS, or another professional grading lab and compared to the original appraisal which should have been conducted by similar sources. Only accredited sources can accurately rate cut, color, clarity or carat weight.

    Please note that it is NOT uncommon when a stone is reset that it may expose a different reflection or imperfection in the diamond. This situation is VERY disturbing to us as the quality of our work along with strong customer service is VERY important to us.  We have NEVER been accused of switching someones diamond or any other nefarious acts.  We have a flawless record and would not jeopardize our reputation by switching a diamond.  ***** has requested that we return his diamond but unfortunately, we cannot return what we do not have. 
    We would recommend that ***** contact his insurance company and let the insurance companies further investigate this claim.  

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