Complaints

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

close

Find a Location

The Jewelry Center has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Jewelry Center

  7477 W Layton Ave Greenfield, WI 53220-3828

  
• 

  The Jewelry Center

  17100 W Bluemound Rd Ste 206 Brookfield, WI 53005-5950

  
• 

  The Jewelry Center

  348 N Pine St Burlington, WI 53105-1435

  

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:12/16/2024

  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 Friday November 15, 2024 TJC watch repair sent me a message that they received my watch and they would get back to me in 5-7 business days On December 6, 2024 *** sent me an estimate for the watch repair which was more tthan 2/3 of what I paid for the watch so on that same day I rejected the estimate and asked them to return the watch to me.On December ****** they lowered price of the repair but I found it to be still too high so on December 7 I rejected the offer and sent *** watch repair an email asking them how I can forward the money for postage to have the watch returned.On Sunday December 8. 2024 *** sent me an invoice for $10 for the return of my watch which I promptly paid.On Tuesday December 10, 2024 I sent *** an email asking them for the tracking number on the return of my watch. TJC promptly sent me a reply to my email that the tracking number has not been created.On Thursday December 12, 2024 I asked TJC if they shipped my watch which I did not receive a reply.Can you please ask TJC watch repair to send back my watch?

  Business Response

  Date: 12/16/2024

  Hi ******,
  
  This watch has already been shipped earlier today. Please see tracking information here, give 24 hours to update.
  
  *********************************************************************************************
  
  
  Thank you,

   

   

• Initial Complaint

  Date:07/11/2024

  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.

  On June 11, 2024, I started a Mail-In Watch Repair with RepairTJC.com. I had a watch that was working in good order but giving indications it would soon need a new battery. Their webpage (***********************************) advertises "Your One-Stop Repair Shop!" and an easy process, "Navigate to your desired service page and request a free, printable shipping label to begin your mail-in service", with reasonable prices, "replacements start at just $14.99 each!" No indication(s) of any other charges. I requested a mailing label and received notification approximately two weeks later regarding the service charges to have the watch battery replaced, and repaired (again, there was nothing wrong with the watch when it was sent), as well as the cost to return the watch when the work was complete (something that was not mentioned anywhere online).I challenged them on the need for repair, but they state there is an issue - I know there is not. This is either gaslighting or bait and switch, upselling for additional charges once the item is in hand and no longer in control of the customer. I also challenged them on the unadvertised cost of returning the item. They stated it was in the small print when the mailing label was sent. While this covers the letter of the law it obviously, and perhaps purposely does not address the law's intent - to provide a clear and transparent explanation of all possible charges before entering into a contractual agreement.I requested the item to be returned without any repairs being affected and was informed there would still be a service charge for the return. I offered to provide a mailing label without the inflated price (at cost) and was informed they would not do that. I am asking for the watch returned in the condition it was received, they change their storefront representation to be in keeping with local & federal consumer protection laws, regulations, and acts, or be flagged for wrongful business practices.

  Business Response

  Date: 07/11/2024

  Hello,
  
  We emailed ******* a shipping label to send in his watch for our for mail-in watch battery replacement per his request. Along with the printable label, we detailed directions on how to ship his watch and the pricing involved with our service - as you can see in the email ******* provided. The incoming shipping label is free, return shipping and handling is a flat $10 fee, and all services are quoted prior to any job being performed by us. The customer agreed to all of this by sending in his watch via our label. There is no intent on our end to hide any fees involved.
  
  When the watch arrived, our watchmaker noticed one of his recessed side buttons was non-functional - so we quoted him $35 to repair it so he would be able to set the time and date of the watch properly. ******** stated that he never noticed any issue with the pusher, and accused us of hiding the $10 handling return fee to deceive him. He stated he would "proactively volunteer this story when the occasion presents itself. Attending 3 to 4 conventions a year, at about ***** to ***** people in attendance at any one of them, I am sure there will be ample opportunities."
  I can truly say in the thousands of watches we have repaired, I can count on one hand the amount of times people questioned the shipping fee. And even those that read over the pricing section are happy to oblige because they understand the cost of shipping watches in and out, labor involved in unpackaging and repackaging, logistics involved in getting the watch to the right person for the job, etc. Again, there is zero intent from us to hide any of our fees.
  
  Customer has been given the choice to pay the $10 return shipping fee and we will ship his watch back as it is, or we can dispose the watch and close out his ticket free of charge.
  
  I attached a few emails with our correspondence with the customer. Thank you!
  

  Customer Answer

  Date: 07/12/2024

  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.
  
  Please note that the issues described in my complaint to the Better Business Bureau occurred exactly as RepairTJC.com described in their reply.
  
  RepairTJC.com States:
  The incoming shipping label is free, return shipping and handling is a flat $10 fee, and all services are quoted prior to any job being performed by us.
  
  Response:
  The letter of the law has been attended to however, the spirit of the law is blatantly neglected, one might suggest purposefully.
  
  The return shipping and handling flat $10 fee, while printed in the small print, has been deliberately engineered in the structuring of the communication as to be overlooked or disregarded.
  
  RepairTJC.com States:
  When the watch arrived, our watchmaker noticed one of his recessed side buttons was non-functional - so we quoted him $35 to repair it so he would be able to set the time and date of the watch properly.
  
  Response:
  Other than the need for the replacement of a battery, the watch was in fine working condition.
  
  The watch, a EH-23 E ****** Atomic Watch, does NOT require manual setting for the time or date. Per the manufacturer: Its built-in receiver automatically tunes itself to the **** signal broadcast by the U.S. ****************************** of Standards and Technology. Just select your time zone and enjoy never having to set your watch again, even for daylight saving time changes.
  
  RepairTJC.com States:
  ******** stated that he never noticed any issue with the pusher, and accused us of hiding the $10 handling return fee to deceive him. He stated he would "proactively volunteer this story when the occasion presents itself. Attending 3 to 4 conventions a year, at about ***** to ***** people in attendance at any one of them, I am sure there will be ample opportunities."
  
  Response:
  Once someone has been caught in one lie everything they say becomes suspect.  If a corporate entity is involved, then their business practices become suspect and should be scrutinized.
  
  Even **IF** the $10 S&H fee were to be found justified, by their own words, the $35 repair fee to correct an issue that does not exist is ridiculous. 
  
  Social media (as well as interpersonal social interactions) is a communication vehicle/opportunity to provide a historical reference in regard to services and goods received, if they were acceptable, and expose venders for less than adequate services and warning others about unfair business practices. 
  
  If RepairTJC.com takes offense and has issues with a citizen of the United States of America enacting their First Amendment Constitutional Right of Freedom of Speech, then what other consumer rights do they take offense to?
  
  RepairTJC.com States:
  Again, there is zero intent from us to hide any of our fees.
  
  Response:
  Post all services and fees on your internet portal to be plainly obvious.  Post a **************** telephone number as well.  I propose that if RepairTJC.com is hesitant or reticent to do so, then their intent is not as pure as they purport.
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/12/2024

  RepairTJC.com States:
  The incoming shipping label is free, return shipping and handling is a flat $10 fee, and all services are quoted prior to any job being performed by us.
  
  Customer Response:
  The letter of the law has been attended to however, the spirit of the law is blatantly neglected, one might suggest purposefully. The return shipping and handling flat $10 fee, while printed in the small print, has been deliberately engineered in the structuring of the communication as to be overlooked or disregarded.
  
  RepairTJC.com Response:
  The font size of our pricing description has not been altered - it is the same size as all our communications and is not buried in text, our terminology is quite clear and succinct.
  

   

  
  RepairTJC.com States:
  When the watch arrived, our watchmaker noticed one of his recessed side buttons was non-functional - so we quoted him $35 to repair it so he would be able to set the time and date of the watch properly.
  
  Customer Response:
  Other than the need for the replacement of a battery, the watch was in fine working condition. The watch, a EH-23 E ****** Atomic Watch, does NOT require manual setting for the time or date.  Per the manufacturer: Its built-in receiver automatically tunes itself to the **** signal broadcast by the U.S. ****************************** of Standards and Technology. Just select your time zone and enjoy never having to set your watch again, even for daylight saving time changes.

  RepairTJC.com Response: The customer is incorrect regarding setting the time and date of his watch. His EH-23 E ****** Atomic Watch watch uses an internal movement designed by ******. After a battery replacement or other disturbance, the hands require re-adjustment. This re-adjustment utilized the recessed button on the left side of the case. This button on the customer's watch is stuck in. Manual can be read here > *********************************************

   

  
  RepairTJC.com States:
  ******** stated that he never noticed any issue with the pusher, and accused us of hiding the $10 handling return fee to deceive him. He stated he would "proactively volunteer this story when the occasion presents itself. Attending 3 to 4 conventions a year, at about ***** to ***** people in attendance at any one of them, I am sure there will be ample opportunities."
  
  Response:
  Once someone has been caught in one lie everything they say becomes suspect.  If a corporate entity is involved, then their business practices become suspect and should be scrutinized. Even **IF** the $10 S&H fee were to be found justified, by their own words, the $35 repair fee to correct an issue that does not exist is ridiculous. Social media (as well as interpersonal social interactions) is a communication vehicle/opportunity to provide a historical reference in regard to services and goods received, if they were acceptable, and expose venders for less than adequate services and warning others about unfair business practices. If RepairTJC.com takes offense and has issues with a citizen of the United States of America enacting their First Amendment Constitutional Right of Freedom of Speech, then what other consumer rights do they take offense to?
  
  RepairTJC.com Response: We haven't lied regarding anything, the issue we quoted on the watch does exist. No response to this insinuation needed.
  

   

  
  
  RepairTJC.com States:
  Again, there is zero intent from us to hide any of our fees.
  
  Response:
  Post all services and fees on your internet portal to be plainly obvious.  Post a **************** telephone number as well.  I propose that if RepairTJC.com is hesitant or reticent to do so, then their intent is not as pure as they purport.
  
  RepairTJC.com Response: Our fees are already quite plainly and obviously laid out and communicated to the customer prior to service (see the very first email we sent). Customer already knows we give out our phone number by request, and that our phone number is ************. They can contact us any time.
  
  
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  They switch my watchand return to me something else that was not my watch it was another one I know because when they returned it and I unwrapped it from the package do I say return to me fell apart I bought my watch in the middle 80s I took very good care of it I had a service once I even changed the battery on my watch every now and then I'm watching never fell apart it was in immaculate condition I took good care of it when I opened the package that they returned to me the watch fell apart the whole front cases for the part I'm watching never fell apart at all these years and never feel a prayer they said it could have happened in transit the way it was wrapped and bubble wrap and in a package how could it fall apart from transit they took it apart and and switch my watch for the one they sent me and they said they didn't they said they didn't service it because I wanted to return but somebody popped it loose and switch watches and return me an old one that is not mine and I contacted the company time at the time and explain to them and tell him that that was not the watch I sent them for they please return my watch and they kept telling me that's to watch this sentence and I know better I know what my watch look like I looked up the reviews and they were getting a whole bunch of terrible reviews and bad complaints about watches being switched watch it's not working when they return them at the people paid all this money to get them repaired lots of bad reviews so that's the reason why I have some return my watch,, so I would like help I would like to know how to go about starting legal procedures or action I would like a full refund for the purchase of my watch and Movado black face Gold Dot, or they could just send me my original watch back I appreciate your time and please if you can help me out give me some kind of advice for legal help I appreciate that thank you and have a blessed day

  Business Response

  Date: 04/23/2024

  Customer mailed us a watch to be repaired. We received the watch, sent the customer an estimate, and customer at first approved and then quickly changed mind and declined. Customer then began to make accusations that we would send back a different watch and not their original watch. We then shipped their watch back. Customer gets their watch back and then unsurprisingly insinuates that we "switched their watch" with another
  
  We asked for a picture just to confirm their were no mix-**** Customer emailed us the same picture attached to this review, showing their original with the case back removed. We cross-referenced with our records and confirmed watch the customer received was customer's original watch, but the caseback has either been removed or come loose during shipment - something we noted would have been taken care of upon an approved repair. Customer is very confusing to understand, not clear what their motives are. They seemed to create an illusion in their mind that we were out to get them for some reason.
  

  Customer Answer

  Date: 04/23/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ********************

  Customer Answer

  Date: 04/25/2024

  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.
  
  [Please type your response here.]
  The watch that they sent me soon as I opened the package front end fell apart with a ******* and top frame came off soon as I unwrapped it out of the package they sent it to me at I had to watch for years it was in immaculate condition it never fell apart he said it could have fell apart doing shipping that's impossible it didn't fall apart when I sent it to them so it seems that they took it apart and did not snap it back together or however they did it the proper way but it fell apart when I wrapped it that's why I sent the picture of it so you can see what it look like when I got it back it's clearly shows that they altered it or did something to it cuz my watch never came apart like that after all these years I have owned it thank you very much for listening have a blessed day
  Regards,
  
  Lease *******

  Business Response

  Date: 04/25/2024

  We understand the concern that the customer believes they received the incorrect watch back. We can say with 100% certainty based on our documentation, intake forms, and pictures provided by the customer that that is not the case. The only thing that happened is the case has come loose at some point between us packaging the watch after a declined estimate, and the customer receiving the watch. We would gladly put the watch back together unserviced for the customer if they ship it back in. We have a one year warranty service on all of our repairs. This would not specifically qualify since no services were ever performed, however we would still put it back together for customer if they choose to ship it back.
  

  Customer Answer

  Date: 04/26/2024

  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.
  
  [Please type your response here.]
  
  Regards, I do not accept their response and it came apart doing shipping that is not true I watch never came apart as long as had this watch this watch is not easy to come apart it did not come apart when shipped the watch to them so why should it come apart when they shipped it back you have to actually snap or pride that covering off the top of that watch it's impossible for it to coming back doing shipping, and I still say they switch watches with me because the wife just sent me is not mine, thank you for your time and listening to me have a blessed day
  
  ********************

• Initial Complaint

  Date:01/11/2023

  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.

  In the summer of 2022 I sent my solid gold Raymondweil watch to Repair TJC.com to fix. They texted me that it was fixed and I paid them ****** dollars. TJC said it was fixed and they were sending it back. I never got it. *** said it was delayed because nobody picked it up. I never received a notice to pick it up. I complained and they said that *** lost it. They gave me this number #***** to search for it. *** denies any knowledge. I have texted them many times and now they do not answer my emails at all. I want my watch or a cash *************** my 290 dollars I do not believe that TJC ever sent it TJC doesnt answer my queries *********************************

  Business Response

  Date: 01/12/2023

  Hello, the number you referenced is your ticket number. The *** Tracking number we provided you is 1Z19115V4293878942. We are currently waiting on the investigation for the lost package. If *** deems the package lost you will receive a refund for the work done on your watch. Thank you.