Complaints

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:08/06/2024

  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 am a customer at ******** and have been for years. Since Covid *** changed the company they use for cleaning their customers jewelry. (These are paid warranties) The new company is called Jewel Craft located in Erlanger, Kentucky.
  There have been numerous complaints from ******** customers on the very very poor cleaning of their jewelry. I have a white gold ring. Which means the ring is actually gold with rhodium over the top to make it silver, every single time I have this specific ring cleaned I request it to be DIPPED in the rhodium to make it bright and shiny again. Every time I get my ring back the back of the ring behind the diamonds is black, which tells me, and the *** manager, that they are not dipping the ring. They are telling ******** that they are and I don't believe they're even using premium grade rhodium because the rhodium wears off on my ring within a few months. We are seeing a lot of this happening across the board with many different companies cutting corners at the expense of the consumer. I have left numerous messages with M**** G***** at Jewel Craft. *** ********** I want to know what grade of rhodium they are using as well as the process they are using to adhere the rhodium to the jewelry they are "cleaning" and if they have nothing to hide why are they not calling me back and explaining these things to me I am the consumer, we are the people keeping them in business I would also be interested to know just how many complaints they have had filed against them and how long they've been in business. Any help with this matter would be greatly appreciated because now that I have spoken up I am worried about them stealing diamonds out of my jewelry because the company that ******** used to use right after Covid was in fact doing that that is why ******** found a different company in the last few years. In any event I would appreciate a phone call back because the manager of my ******** isn't getting any answers either from them.

  Business Response

  Date: 08/06/2024

  Hi *******,
  I am sorry for your experience.  We understand your frustrations regarding this situation.  Unfortunately, we are contractually not allowed to speak with end consumers of our customers.  This is in place for a few reasons, first we do not have access to customer information or anyway to verify that the person we are speaking with is the true owner of the jewelry, that is why communication needs to go through the store.  Also the person you were leaving a message for works in our shipping department and does not speak to customers, so Im not sure how you reached her contact information.

  
  That said, we would still like to help resolve your situation in some way.  We do rhodium all white gold items and clean them thoroughly when they are here. We do use very high quality rhodium and follow industry standards.  The rhodium process does not clean jewelry it just covers the metal after it is clean. That said, it can be difficult to get the dirt out from behind stones, it is also possible that there could be imperfections in the stones that make them look darker. I have communicated this with the Insurance company and ** ****** and someone will be reaching out to help provide resolution.