Complaints

This profile includes complaints for Reeds/ Jenss Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Reeds/ Jenss Jewelers has 4 locations, listed below.

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  Reeds/ Jenss Jewelers

  4001 Maple Rd Amherst, NY 14226

• 

  Reeds/ Jenss Jewelers

  3500 Erie Blvd E Syracuse, NY 13214-1712

• 

  Reeds/ Jenss Jewelers

  3515 Abbott Rd Orchard Park, NY 14127

• 

  Reeds/ Jenss Jewelers

  1669 Pittsford Victor Road Pittsford, NY 14534

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:01/03/2025

  Type:Sales and Advertising 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 experienced a bait and switch on a purchased product:
  
  1/1/2025 Order #********** was placed and confirmed for 2 sets of 4 napkins. Confirmation email received details my purchase:
  
  Images Items Qty Price
  *** *******Merry and Bright Napkin in White, Red & Green, Set of 4
  *** *******Merry and Bright Napkin in White, Red & Green, Set of 4
  SKU: *********
  
  2 $70.00
  Subtotal $70.00
  Shipping & Handling $10.00
  Grand Total (Excl.Tax) $80.00
  Tax $5.01
  Grand Total (Incl.Tax) $85.01
  
  1/2/2025 Shelly Z*****, Director of Customer Experience, Reeds Jewelers of Niagara Falls, ###-###-####, emailed to state that there was an issue with my order: there were only 2 individual napkins for $70.00 (instead of the advertised/published set of 4 x 2 sets/8 individual napkins for a total of $70).
  
  I asked that my order purchase be honored. Ms. Z***** offered to provide 2 individual napkins (out of 8 napkins ordered at $8.75 each) at $35, which I declined. Again I asked that my order be fulfilled as advertised, or honor the advertised price by prorating the cost for 2 napkins. Ms. Z***** rejected my resolution and will not fulfill my order.

  Business Response

  Date: 01/09/2025

  We deeply regret the experience ******** had while shopping with us and sincerely apologize for any inconvenience or frustration caused. As a small, family-owned business, we are committed to providing high-quality products and exceptional customer service. We take all customer feedback seriously and continuously strive to improve our operations.We would like to clarify the situation as follows:Error on Our Website: The issue arose from an error on our website regarding the quantity and pricing of the item ******** ordered. Unfortunately, due to this error, we were unable to fulfill the order as initially placed.Proposed Resolution: Upon recognizing the issue, our Customer Experience Director, Shelly Z*****, reached out to ******** to offer a resolution. Shelly proposed an alternative: providing two items at the MSRP of one, in an effort to offer a fair solution and provide ******** with more value for her purchase. At no point did our team suggest or propose that ******** "pay more money for less quantity." This is a misunderstanding, and we would like to assure you that the intention was to offer a resolution that was equitable under the circumstances.Clarification of "Bait and Switch" Allegation: The allegation of a "bait and switch" is inaccurate. A "bait and switch" occurs when a seller advertises a product or service they do not intend to deliver, with the goal of substituting it with something else. In this case, the same item was offered to ********, and the only adjustment was offering two items for the price of one. There was no intention to deceive or mislead ******** in any way.Customer Demands and Final Outcome: After our attempts to resolve the issue, ******** requested a set of napkins at a significantly reduced price, which would have resulted in a loss to the company of over $200. We consider this request unreasonable and were unable to fulfill it. In accordance with our Terms and Conditions, we reserve the right to refuse or cancel orders in the event of errors in pricing or inventory. However, to address the situation fairly, we issued a full refund of $85.01 to ******** on 1/3.Review of ********’s Other Feedback: We have also reviewed ********’s past feedback, including over 25 one-star reviews left on our Google My Business page. Based on this, we believe that our business may be the victim of an attempt to take advantage of our goodwill. While we aim to resolve all customer concerns in good faith, we are concerned that this pattern of negative reviews, including the current complaint, may suggest that the intent was to exploit the situation.We take pride in ensuring that all customer interactions are handled professionally and in a manner that is both fair and transparent. While we regret the circumstances surrounding ********'s complaint, we believe we addressed the matter appropriately and resolved it in a way that was both reasonable and consistent with our business practices.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Error on Our Website: The issue arose from an error on our website regarding the quantity and pricing of the item ******** ordered. Unfortunately, due to this error, we were unable to fulfill the order as initially placed.Proposed Resolution: Upon recognizing the issue, our Customer Experience Director, Shelly Z*****, reached out to ******** to offer a resolution. Shelly proposed an alternative: providing two items at the MSRP of one, in an effort to offer a fair solution and provide ******** with more value for her purchase. At no point did our team suggest or propose that ******** "pay more money for less quantity." This is a misunderstanding, and we would like to assure you that the intention was to offer a resolution that was equitable under the circumstances.The seller advertised a product that they do not intend to deliver in quantity and price:1.  The seller suggested delivery of a quantity of only 2 napkins instead of 8 napkins advertised as available for sale.  2.  The seller offered the quantity of 2 at a higher price of $35 each instead of the advertised $8.75 prorated for a set of 4 napkins at $35.Based on the above points wherein the seller would not honor their advertised product in quantity and price, error or not on the seller's part, this business clearly engaged in bait and switch:1.  The seller made no attempt to honor the advertised price of $8.75 per napkin (x 2 pieces=$17.50).  2.  Seller's "loss" in honoring their publicly and clearly advertised price and quantity would have been a negligible total cost of $52.50, based on seller's contention that only 2 napkins were available out of the advertised 8 napkins.  Seller's statement of $200 loss is false.3.  Yes, the seller said that they would refund my money, which I rejected as a solution.  The solution I requested was that the seller honor the price advertised for 2 napkins (out of the 8 that I ordered and that the seller confirmed via email.  There was no goodwill made by this seller.4.  I have made a number of reviews of various business, and have made both positive and negative reviews based on my personal experiences.
  Regards,
  ******** ***********