Complaints

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

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Sartor Hamann Jewelry has 3 locations, listed below.

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  Sartor Hamann Jewelry

  1150 O St Lincoln, NE 68508-3612

  
• 

  Sartor Hamann Jewelry

  2900 Pine Lake Rd Ste B Lincoln, NE 68516-6012

  
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  Sartor Hamann Jewelry

  3337 State St Ste B Grand Island, NE 68803-2352

  

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:09/15/2023

  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 took my ***** watch in for a stem repair and servicing in early May. I got the watch back on July 1 which is when I paid for the repair. I noticed it was running way too fast, gaining 10 seconds a day. I took it back in on July 3 and said I am not happy and I want it running correctly and I thought they were sending it back in for repair. A week later they called and said they had an employee wear the watch around the store for a few days and it was only running 6 seconds fast. I took the watch back and took it to a couple of jewelers that verified it was running fast and took the watch back to Sartor Hammon a week later and they claim they sent it back to their repair place. They sent me a copy of the invoice and I was shocked that they used generic parts which may be why the watch is running fat. I was not told in advance thy use generic parts!
  I got it back August 12 and int was STILL running 10 seconds fast. I asked them for a refund via email and have not gotten a response back from them. I need my money back so I can send this in to Rolex and have it fixed properly.

  

  Business Response

  Date: 10/11/2023

  *** ********** picked up his watch on July 1, 2023 after we completed the requested repairs and part replacements that he approved.  We received the watch back from him stating he was observing the watch running 10 sec fast per day and that he was unhappy with this.  We observed the watch at our location and then sent it back to the repair center to have them re-check the watch.  After checking the watch, our repair center stated the watch was repaired to the best of their ability and was running within the acceptable range for a watch of it's age and make.  We checked with other watch repair professionals which all stated that 10-15 sec fast per day was typical and acceptable for this type of watch.  This watch is dated as being manufactured in approximately 1978 and even 45 years ago when it was new it did not come with any guarantee of keeping any better time than this.  Furthermore the timing of the watch can change depending on how much it's worn and how it is stored.  
  After stating the above to *** ********** he picked his watch on August 12th.  On September 8th we were contacted by the customer requesting a refund for the transaction and that he also put in a dispute of the charges to his credit card company.  
  We attempted calling *** ********** during the week of Sept. 11th with no answer on any of our attempts. 
  We then emailed the customer on Sept. 19th stating that even though we think the repair is acceptable, because he is still unsatisfied, we are willing to refund all charges involved with labor & parts of the internal servicing and timing of his watch in dispute.  These charges were $812 plus tax for a total refund of $870.87.  All we asked is that we have to make sure the credit card dispute is resolved so the refund does not get issued twice.  We did not get a response to our email either and have not had any correspondence with *** ********** since.  I've attached the email to document this attempt at correspondence.
  

  We are prepared to issue the refund of $870.87.   All we are waiting for is *** ********** or someone to forward their credit card information to us so we can issue the refund to his card.
  Sincerely,
  **** *****
  General Manager