Complaints

This profile includes complaints for Robinson's Jewelry & Clock's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Robinson's Jewelry & Clock

  337 Civic Ave Suite 300 Salisbury, MD 21804

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  Robinson's Jewelry & Clock

  1506 S Salisbury Blvd # 15 Salisbury, MD 21801-7198

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:01/10/2023

  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.

  On Nov.18th I purchased a urn and engraving for ******. Promised would be ready by Nov. 30th. Nov.30 I called no answer left message. On Dec. 1st called no answer left another message. No return call. Finally on Friday the 2nd I they answered young man put me on hold for 15 min came back said they just got it I expressed that my mother in laws celebration of life was next day. Tells me they would have it done Friday afternoon. I had to send friend to pick it up at 4 on Friday. When she delimiters it to me I open box to see the engaging is wrong and horrible. I call over there talk to **** the owner I was very upset. He made agreement with me that he would re engraving the back of urn for celebration of life and would replace urn and engraving it right and I would have it by Dec 9th u still have no urn talked to **** 3 more times with empty promises. Finialky on Dec 26th I asked for my money back, I lost my receipt texted home that I used my bank card so I have copy of that from bank. He asked for my last 4 digits of card number and date and he would take care of it now we are week and half and still no money or urn.

  Business Response

  Date: 01/14/2023

  Yes we made a mistake on the engraving omitting the logo.
  
  The customer called cursing and screaming and threatening us. Her sister came in - in person and apologized for her sisters behavior. We then engraved the exact opposite side the correct way including the logo design. There is no front or back (on an urn) and We offered to replace it at NO charge. It takes 2-4 business weeks to hand make and engrave. The customers sister took the urn and was very kind and apologetic for her sister and thankful.
  
  Having lost my Father on Christmas Eve, I totally understood emotions and dealing with a death at the holidays being a very hard thing. I passed up her verbal assault and threats as just that and we reorder the ***** a non stock item.
  
  Fast forward a few weeks... The customer then called (I had the replacement Urn at this point and told her she could get as it needed to be engraved and would take a few hours to do so.) Again, she started with the cursing and screaming and threatening me. She told me she no longer wanted the item replaced only a refund. She proceeded with verbal assaults. I absolutely never lost my composure, never swore at her, and was extremely kind... I simply told her to call back when she calmed down.
  She called back 10 seconds later.
  I let it go to voicemail.
  She called back again.
  I finally answered - She was not calm.
  
  She now has these 3 (more than fair options) at this point.
  
  1
  We will gladly refund - if the item is returned even with out a receipt as long as we have the last four numbers of her cc and her cc so we can properly charge it back as long as she agrees to stop harassing our business in any way shape or form.
  
  2
  I will let her keep the urn and give her back 50% as long as she agrees to stop harassing our business in any way shape or form. Again we need the last four numbers of her cc and her cc so we can properly charge it back.
  
  3
  I will still be glad to make a new one at no charge as long as she agrees to stop harassing our business in any way shape or form.
  
  They are not an in stock item and are hand made however it should take less two weeks to do.
  
  These are all more than fair solutions.
  We can NOT and will NOT deal with someone who threatens us or our business or employees.
  Her sister was very kind and she can come in and get this resolved at any point.
  
  We will even extend the time to do this until the end of Feb 2023 not 15 days as is our store policy for returns.
  
  We look forward to a reasonable realistic resolution. That does not involve threats.
  
  ********************************

  Customer Answer

  Date: 01/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  All that he said was lie. It was another employee at my business that picked it up initially. My boss was the one who took it back in to be reingraved. Both would be willing to speak with anyone including you if you would like. He has only afforded to refine me with receipt which I have from bank. Still no responce.