Complaints

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• Initial Complaint

  Date:12/27/2022

  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.

  On 12/5/22 I took my 10 karat gold rope chain to get fixed, The clasp was broken. They told me it would cost $53.45 to fix. I paid the money and left the chain. About 3 days later they called me to pick up, I did. Less than 2 weeks later my chain started to tarnish! I’ve this chain for 5 years it is real gold and I never had an issue until I went to this company. These people swapped out my jewelry for a fake piece of jewelry! There are reviews on Google where other people say the same exact thing happened to them.

  Business Response

  Date: 01/05/2023

  On 12/27/2022 the following call was received at my business, Quality Jewelry and Watch Repair. 

  
  The caller told me her name. She stated she had picked up her chain two weeks ago. She stated her chain was turning colors. The caller then implied that her chain was switched-out with a fake chain. 
  I told the aggressive caller; I was the owner of the business. I informed the consumer, all repairs/jobs were completed individually. The job is securely placed in an individual job envelope. The job package is notated with the details of the item and job to be performed. I continued in a professional manner and directed the aggressive caller to bring the chain back to Quality Jewelry and Watch Repair, so we could verify the chain and show her how the integrity of the item was maintained through the process of the job. 

  
  The aggressive caller refused to bring the item in question back to Quality Jewelry and Watch Repair to be verified. The consumer's only response on the call to resolving the situation was harshly stated, “you will be hearing from the Better Business Bureau and the Attorney General!" and hung up the telephone. 

  
  Since 12/27/2022, I have not seen or heard from the consumer. She has not returned to Quality Jewelry and Watch Repair so the chain could be verified. I wanted to show the customer the Quality Jewelry and Watch Repair procedure of how the integrity of all individual items, in this case a 22.5" rope chain with lobster clasp, that are dropped off or submitted for a job to be completed is maintained throughout the process. 

  
  Quality Jewelry and Watch Repair has now received two letters, one from the Better Business Bureau and one from the Attorney General's office, both complaints of fraud. No fraud has occurred. The integrity of the chain was maintained. The same 22.5" rope chain with lobster clasp the consumer dropped off was returned to the consumer. 

  
  The following is the sequence of events with the consumer: 
  12/5/2022 – Consumer contracted Quality Jewelry and Watch Repair to fix her broken lobster clasp on her 22.5" rope chain. 
  The rope chain was taken from customer. 
  The customer did not pay for the job before the services were completed. 
   
  The customer was informed that Quality Jewelry and Watch Repair would call her when the job was completed. 
  The customer accepted the terms of the job. 
  12/6/2022 - The job of fixing the lobster clasp was completed. 
  The customer was called. She was informed the job was completed and she could pick it up at anytime during Quality Jewelry and Watch Repair business hours. 
  12/9/2022 - The customer returned to Quality Jewelry and Watch Repair to pick up her 22.5" rope chain with a lobster clasp. 
  The customer accepted the rope chain and was pleased and satisfied when receiving the chain back from Quality Jewelry and Watch Repair. 
  rope 
  The consumer then paid for the services performed on the rope chain. 

  By completing the payment of the services after the customer accepts the item back to their possession the services are completed between Quality Jewelry and Watch Repair and the 
  customer. 

  
  12/27/2022 - I answered a call on the business telephone with my standard greeting. The caller told me her name. 
  She stated she picked up her chain two weeks ago. She stated her chain was turning colors. The caller then said that her chain was switched-out with a fake chain. 
  I told the aggressive caller; I was the owner of the business. 

  
  I informed the consumer all repairs/jobs were completed individually. The job is securely placed in an individual job envelope. The job package is notated with the details of the item and job to be performed. 
  I continued in a professional manner and directed the aggressive caller to bring the chain back to Quality Jewelry and Watch Repair, so I could verify the chain and show her how the integrity of the item is maintained through the process of the job. 

  
  The aggressive caller refused to bring the item in question back to Quality Jewelry and Watch Repair to be verified. 
  The consumer did not want to resolve anything. Her only response on the call to resolving the situation was harshly stating, "you will be hearing from the Better Business Bureau and the Attorney General!" and hug up the telephone. 

  
  The consumer has not brought the rope chain back to Quality Jewelry and Watch Repair for verification and evaluation. She is making untrue and false statements slandering my business reputation. 
  

  Sincerely, 

  
  Rosanne Falvo 
  Quality Jewelry and Watch Repair