ComplaintsforHannoush Jewelers, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The incidents took place on 9-21 and 9-27.I brought a few watches to Hannoush jewlers in *************** on 9-21-24 for batteries and band adjustment. This cost just under $******* watch was a Bulova watch given to me by my wife on our wedding day, that I have worn 10 times in 9 years. I was told they would need about ***** minutes. After checking back a couple times it was finally done after an hour and a half. Due to the delay, my child was hungry and needed to use the restroom. Because of this I did not give a thorough inspection of my watches, I just paid and left. Once I got home I began to set the time on my watches. When I got to the Bulova I noticed it was extremely grimey looking and a hand was missing. I immediately called the store and was told ***** (the person who did my repair) was unavailable and would call me back. This did not happen. I called back on 9-23-24 and expressed my concern that the watch given to me couldn't be mine as the one I dropped off was clean and had all the hands, ***** sarcastically mocked me by asking if I ever heard of polishing my watch. Confused as that was not a reason I brought it in I asked about the missing hand, to which he accused me of breaking it. But after further discussion ***** did say if I bring it in they will take care of it. I brought it in and that afternoon and they sent it for repair where I was again told they will take care of it. I was called on 9-27-24 and told that it was ready for pick up. When we went to pick it up he attempted to charge us $70 stating I have no proof it wasn't broken before so I am responsible despite the receipt I signed not stating anything about payment. After a stressful conversation he agreed to charge only me $25. I have tried to call corporate but I only get a voicemail. I would like like company to change their policy regarding repairs. I would also like a refund as well as for them to cover the cost for Bulova to inspect and recondition damage to my watch.

  Business response

  10/14/2024

  District Manager intervened and got watch repaired in full with no charge to customer and they also refunded the initial repair charge and charge for the new watch battery.  Customer stated they were satisfied.

   

  *****

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******'s kept breaking out and I had the Rings for a while I just thought okay maybe it's a rash heat rash or something I kept putting cream on it but then I noticed it wouldn't go away so then I took my rings in and if it wasn't for another lady there **** would have never told me the Rings were made of nickel they told me they were gold white gold and then he told me he would rode on plate them but I had to pay $250 more dollars and I told him that will fade and my finger will go back to being the same because I'm a heavy allergic to nickel and he said it's and I said that will fade the rhodium plating he said yes it will fade but that's all we can do and and then I had to keep fighting with **** and the district store manager and corporate to see what they would do and **** said give me another month and let me see what I can do so I'm patiently waited I went in and **** told me here's what we can do we can take these Rings back and mind you I paid $850 for these rings and then he told me here's what we can do we can give you another set but you have to double the money so I would have had to pay an extra $1,000 to get a brand new set and I'm like why do we purchase the warranty for and my husband had a warranty on his range and they have replaced it six times at least with a different ring without no extra cost and I said I can't afford that just give me my rings back and so I was going to take them to a **** shop so I can **** them and get the money out of them and go to another Jeweler and they told me they were rose gold and they were white gold and I went to take them to a **** shop and they did a test on them and they showed me right in front of it he said it will smoke and turn green if it's fake and not real gold it smoked so bad it looked like there was a fire and turn *********************** this business is not worth buying rings from cuz they'll lie to you and then someone else who's trying to be honest gets in trouble for telling you that the Rings are fake

  Business response

  07/08/2024

  The Store manager **** and District manager **** had already reached out to the customer and agreed to a full exchange of the items.  On the 27th of June the customer was given an full value exchange of the two rings that were giving her an allergic reaction to a new ring and pandora ************ Her care plan warranty was also refunded and a new care plan was given on the new ring.  **** and **** stated the customer was very pleased and happy that they were able to help her.  

  *****

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  07/08/2024

  They resolve the problem they were easy to work with and they help me out to get a new ring and very understanding and was very easy to work with thank you for all your help and resolving the issue I will be coming back 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a diamond and sapphire ring on 7/31/23 for $3599, for a total of $3823.94 with tax. The ring was too small so I had it sized up. I picked it up on 8/5/23. I noticed a diamond was missing on 8/17/23. I went in on 8/19/23, concerned that a stone had fallen out so soon. I was informed by the manager, Alex, that the ring was delicate and to avoid this happening, I should turn the ring upside down when I get dressed or undressed. This is concerning because I should not have to worry about stones falling out of a ring of this cost when I am getting dressed, so I said I wanted to return it. I was told that I could not return it because I had it sized. I argued that I should be able to return it due to the condition of the ring and it losing a stone within 2 weeks of picking it up but they denied my request. I left the ring there to be replaced. I called the corporate office on 8/21/23 and was told I would receive a call from the owners of the Holyoke store, but I didn't get a call back. I tried again on 8/25/23, and was told again that I would receive a call back from the owners of the Holyoke store, but I never received a call back. I filed a complaint with the Attorney General's office and worked with an agent who tried to resolve the issue with the company. They confirmed that they feel a stone came loose due to a thread possibly getting caught but continue to refuse to allow a refund. They offered an exchange. I am not interested in an exchange due to a concern with the quality of the jewelry, at this time.

  Business response

  10/18/2023

  Dear ******,
  

  I have reviewed the complaint and reached out to our store that is involved with this situation.  ******************* did purchase the ring on July 31st,2023, for $3,826.94 ($3,599 plus $224.94 tax). It was sent out to be sized to the requested ring size by ***** at that time.  At the bottom of the receipt, it states No refund on altered or adjusted or worn merchandise.  The original receipt is included in the attached documents here, uploaded by ***********  By authorizing the sizing of the ring, it has become altered.  The ring was picked up by ***** on August 5th in the requested ring size. 
  

  On August 19th,2023, ***** brought the ring into the store due to a missing diamond.  The store manager, Alex, inspected the ring along with the assistant manager, Ali, and found that it occurred due to a prong being caught on fabric and being pulled away from the stone, causing it to fall out.  There were fabric threads still caught on the prong which were visible using the gem scope.  This falls under the worn merchandise.  They tried to inform the customer as to the reason why it happened at that time, offering to show her through the scope, but she was not interested in the reason.  The ring was sent to have the diamond replaced and the prong fixed.  The repaired ring was back in the store on August 26th, 2023, and was subsequently picked up by ***** on September 3rd, 2023, at no charge to her for the replacement of the diamond or fixing of the prong (approximately $100 value).  Alex did offer her an exchange for a different style ring of equal value, but that was refused by *********** 
  

  The store has made every option available to her based on our company policies and the industrys best practices to resolve the situation.  The ring was repaired for free to the customer as a one-time courtesy and she has been given the opportunity to exchange the ring for a different style of equal value.
  

  We hope to be able to help ***** resolve this situation amicably. Ali, the assistant manager, has agreed to help her pick out a different ring if ***** does not wish to work with Alex.

  Sincerely,

  Bryan

   

• Initial Complaint

  05/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I purchased an engagement ring on 10/5/21. I attempted to return the ring after the wedding was cancelled. I brought the ring to the store and was told that they would offer me a store credit for the full value of the ring, but I wasn't allowed to return it. I explained to the manager that the ring was incredibly expensive and therefore I cannot just accept a store credit, and that I am requesting some sort of refund, even if it was a partial refund. The store manager stated that she would contact her district manager to discuss the issue, and that either she or her manager would reach out to me with an alternative solution. To date, I have not heard from the store manager or the district manager about this. I cannot accept a store credit. This was an expensive purchase which required a 5 year payment plan at 9.99% interest. Having to continue making monthly payments on this ring and not getting any sort of refund has caused undue financial hardship. I am requesting a one-time exception to be able to return the ring for a refund with the understanding that, moving forward, any new purchases made will not be refunded. I have been a loyal customer of this particular location and have bought tens of thousands of dollars in jewelry. I would like to continue being a loyal customer and I would like to continue making positive recommendations to other people about this store. Coming to an agreement on a one-time refund would allow me to continue making positive recommendations to other people about this store. I have attached a PDF of my credit card statement for reference. Respectfully,****

  Customer response

  05/02/2023

  I tried returning the ring in November 2022. I do have the receipt, just not with me at this very moment.

  Business response

  06/01/2023

  Dear Better Business Bureau,
  

  I am writing to you in response to a complaint that was filed by ********************* on 4/29/23. In his complaint, **** stated that he was unhappy with the service he received from our company as we were unable to refund the purchase upwards of a year later.

  
  I would like to apologize to **************** for any inconvenience or frustration he may have experienced. Our policy does not allow for returns past 30 days, nor returns of custom made products. Despite this policy, we have offered ***************solutions which he was amenable to at the time.

  
  I would like to invite **************** to contact the store when he is prepared to go through with what we have discussed, but at this juncture we have been informed **************** is attempting to find a buyer for his ring rather than accepting our solutions. 

  
  Sincerely, ***************************

  
  

  Customer response

  06/02/2023

  I am rejecting this response. It is untrue that I have rejected the solutions provided by Hannoush Jewelers. My understanding was that I was allowed to make an even exchange for the ring without having to purchase an item double in value as a result of my unusual circumstances. I went to the store and was told I could exchange the ring for multiple items that total the purchase price of the ring. However, after the store manager spoke with the district manager, he was informed by his district manager that I could only exchange the ring for 1 item of comparable value. This presents a problem because there is no other item that is of comparable value other than another diamond, of which I have no use for. The manager, Bill, kindly offered to find my a Rolex watch that would be of comparable value since no other item sold in the store was of comparable value to the diamond other than another diamond, which again I have no use for, unless i can exchange my ring for an earth-mined diamond instead of a lab-grown diamond. Hannoush sold me a lab grown diamond for $10,000 that turns out to actually be worth only ~ $1,000. This is rather audacious. 

  Unfortunately, I have not yet heard back from the store manager about the search for a Rolex watch, so I assume that he has not been able to find one yet. I have zero complaints related to the store manager and staff, as they have gone above and beyond in attempting to assist me. My problem is with corporate making it incredibly difficult for me to do an exchange and refusing to even let me return the ring for even a partial refund. I am paying monthly on this ring at 9.99% interest for 60 months. I have accrued several unfortunate medical bills over the past year and continuing to pay for this expensive diamond has caused an undue financial burden on me.

  My request is one of the following 3 things:

  1: Offer a one-time exception to refund policy and allow me to return the ring (I would even be happy with a partial refund).

  2: Allow me to exchange the ring for a natural diamond (NOT another lab grown diamond) of equal value.

  3: Find a luxury watch (i.e, Rolex, Omega, Breitling, etc) of equal value to the ring

   Any solution other than one of the 3 listed above will not work. Hannoush is a multimillion (billion) dollar company. Allowing a one-time exception to the refund policy given my extenuating circumstance is not going to put Hannoush out of business. I am one individual and not a millionaire. I cannot recover from a $10,000 loss. A company such as Hannoush certainly can afford to do so.

  
  Sincerely,
  
  *********************

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