Consumer says Prairie Village jeweler swapped necklace; jeweler denies

Consumer says Prairie Village jeweler swapped necklace; jeweler denies

Member complaint

I took my diamond and platinum necklace to Jewelry Arts in Prairie Village, Kansas, to have a dangle reattached and inspected. I also took my wedding ring in to have some loose diamonds fixed. When I picked up my items, I discovered they had switched my beautiful chain for a cheap, shorter and very plain junk chain.

I said they accidentally gave me the wrong chain. Of course they denied it. They whipped out a photo of my pendant on the junk chain and said, ‘this is the chain you brought in.’

It was not my chain. The photo is worthless. They didn’t photograph it in front of me. I have an appraisal for the necklace from where I purchased it. They didn’t fix the diamonds on my wedding ring, and now one is lost.

It’s just a big switcheroo. I gave them every opportunity to admit they made an honest mistake, which I know isn’t the case. They kept saying how honest they are. I thought they were, and that should have been a big red flag to me when they kept saying it. They will be held accountable. I want my platinum chain and missing diamond back.

Dawn Corlew, Lee’s Summit, Missouri

Provider response

The member came to Jewelry Arts with three pieces of jewelry that she stated needed repair; a pear-shaped diamond solitaire ring, a multi-stone diamond ring and a multi-stone diamond pendant. The body of the pendant was platinum, and the three dangles, one of which was detached from the pendant, were white gold, as was the chain.

We agreed to repair prongs on the two rings and attach the dangle on the pendant. There was no mention of loose stones, nor were any loose stones detected in the pendant. The work was completed as promised. All three pieces were presented to her for inspection and approval. She approved the work, paid by credit card, and left the store with her jewelry, apparently satisfied.

Six days later, she called and claimed the chain on the pendant was not the same chain she brought to us and that we had switched the chain. She was invited to bring the chain for comparison with the store’s photo. She came in a short time later, and the sales associate presented the photo taken of the pendant on the day it was received and showed the customer that it was the same chain. She insisted the chain had been switched.

We received notification from the credit card company processing center that she disputed the charges for her entire transaction, including the work that was done to repair her two rings. She never mentioned loose stones. We weren’t aware of that complaint until we received correspondence from Angie’s List. I depend on honest and loyal customers for repeat business and have always made it my practice to treat my customers with honesty and respect. I make every effort to resolve any legitimate complaint. This complaint is not legitimate.

Mark Newman, owner

Status

Stalemate

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.

 

 


Post New Comment

Deals

What is Angie's List?

Angie’s List is the trusted site where more than 3 million households go to get ratings and reviews on everything from home repair to health care. Stop guessing when it comes to hiring! Check Angie’s List to find out who does the best work in town.

Local Discounts

Daily deals up to 70% off popular home improvement projects from top-rated contractors on Angie’s List!