ComplaintsforReed's Jewelers

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They had a promotion, if you spend $150 you get free bracelet, so I ordered 4 items including free bracelet, received 2 items out of 4. Free bracelet for some reason was sent separately and was not delivered (went missing).Fourth item was not even sent, received email that its out of stock. So when I received only half of my order, I was really disappointed, so sent it back right away. Now they dont want to refund the whole amount, until I sent the missing free bracelet, which is obviously impossible.

  

  Business response

  09/30/2024

  To Whom It May Concern,
  
  We appreciate the opportunity to respond to this complaint regarding the recent order placed by the customer.
  
  The order in question consisted of three items plus a promotional free bracelet valued at $85. One item was out of stock, and we notified the customer via email on September 13, offering the option to select a different item or receive a full refund.
  
  The order was shipped in two separate parcels. The free bracelet was shipped via *** Surepost (Tracking Number: 1ZRW5098YW14345) and was delivered on September 12, as confirmed by tracking records. The other two items were shipped separately (Tracking Number: 1ZRW5098YW27421479) and delivered on September 13.
  
  Upon receiving the customers return on September 20, we noted it contained the two purchased items but was missing the free bracelet. Up until that point, we were unaware of any issues regarding the bracelets delivery.
  
  While we strive to accommodate our customers, it is essential to adhere to our established return and refund policies. We will reach out to the customer directly to work towards a resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** *.
  Supervisor of Customer Experience
  **********************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a ******* bracelet from this business that was on sale. I ordered this item on Aug *******. Everything appeared fine with the order I would check on the website and the item was still in stock. It took them around a week to email me and tell me the item was out of stock. I can se the item listed on their website, but now its on regular price and they did email me that they could replace the item with another one, but now they wont honor the price listed. They want me to pay what is now listed as the regular price. Why advertise things on sale and once we order them they take so long to respond and respond once they remove the sale price and update it

  

  Business response

  08/26/2024

  To Whom It May Concern,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration experienced with this order.
  
  Our Customer Experience Lead has been actively working to resolve this issue. We have located a replacement bracelet that is in stock and have arranged for an even exchange at the original sale price. The replacement bracelet is currently en route with **** The tracking number for this shipment is 1ZRW5098YW38471163, with an expected delivery date of August 29th.
  
  We are committed to ensuring customer satisfaction and will continue to work closely with the customer to address any further concerns.
  
  Sincerely,
  REEDS Customer Experience Team

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My girlfriend and I went to Reeds to look around. An associate began assisting us. She found a ring that she liked. The associate encouraged me to open a line of credit that I could use whenever I was ready to make a purchase. I obliged. The associate ordered the ring and said that she would call me when it arrived, since I agreed to open a line of credit for future purchases. I didnt realize she ordered the ring and paid for it with my line of credit that I just opened. I received a call saying the ring was in. I explained to the associate that I was having a slow season at work and now was not a good time to make the purchase. She explained that she would send it back. (I NEVER PICKED UP THE RING OR HAD IT IN MY POSSESSION). She never said it was a problem, she never stated that I would be charged regardless of whether I picked up the ring or not. She said everything was okay. No big deal. Well, soon after I started receiving bills in the mail bc apparently she had used the line of credit that I opened to purchase the ring. I was confused bc I dont remember to agreeing to making the purchase, but I assumed she would fix it. So now Im in debt to Reeds for $5,468.73 for a ring that I dont have. I need help fixing this as its ruining my credit. Ive disputed this several times.

  

  Business response

  01/12/2024

  In regards to ******************** complaint, we will, unfortunately, not be able to provide a refund for his purchase.  We are truly sorry that he's found himself in a financial situation, however, this purchase was made over a year ago, on 9/13/22.  A loose diamond and ring were selected and paid for.  **************** signed his receipt with the information regarding a 12 month deferred payment option that was chosen.  In addition, **************** signed our repair agreement to leave the diamond to be set and the ring to be sized.  Our store associates made multiple calls to let **************** know that the ring was completed.  During a call on 1/9/23, **************** stated to the associate that he would be in the store in a few weeks to pick it up.  It was not until 5/3/23 that **************** contacted our store to let them know he did not need the ring anymore.  Nearly 8 months had passed since his original purchase, therefore he was outside our 30 return/exchange policy.  On 5/9/23, **************** stated to our staff again that he would pick it up soon, but was in a financial bind.  Per the repair agreement that **************** signed on 9/13/22, we are not responsible for items left over 30 days and his ring was returned to our corporate offices.

  Again, we are terribly sorry for the position **************** finds himself in, however, we created and customized a ring in good faith that he would return to pick it up.  We are more than willing to work with **************** to pick up his ring, but a refund will not be an option at this time.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2023 I purchased a ring earrings and a necklace that matched and I also got a different bracelet in December 2023. The stone fell out of the ring one of the prongs actually was gone and its stone fell out and the bracelet had broke probably about a month after I had it I took it into the store and they refused to do anything about it, I have had jewelry from other jewelry stores. *** never had a problem with any of the stones falling out. *** wore them for years and it just dont happen and they told me that if I walked out the door and it happened they still wouldnt be responsible. I just feel that they need to fix it and they said it will cost more for me to fix it then it would buy a new one. I think they should be the ones to fix it because it hasnt even been two months and its damaged , and its not from where and tear because I dont wear it that much all they was trying to do when I took it back in was sell me a new one and saw me lifetime warranty on it that I didnt even know about before that, so now Im out the money for a ring and a bracelet that I cant wear .

  

  Business response

  01/04/2024

  We are truly sorry for the issues that ****************** has experienced with her items purchased last year.  As a family owned jeweler for over 77 years, there is nothing more important to us than providing excellent customer service and the highest quality jewelry items possible.  Our assistant manager from the location the items were purchased at has reached out to ****************** and they will be meeting in person to resolve all of the issues brought to us.

  Thank you for bringing this to our attention and thank you for choosing to shop with REEDS Jewelers.

  Customer response

  01/04/2024

   
  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,
  
  ***************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (Order#*********) around November 27th, 2023 for a Tag Heuer watch in the amount of $2014.00. This was a Christmas gift that I needed by Christmas. On 11/29/2023 an attempt to deliver the package was made but I was not at home due to being at work. I contacted *** via phone and asked if I could reschedule the delivery for a specific date and time and I was advised I could not due to sender not allowing this. I asked if I could have the package delivered to my work and was advised I could not due to sender not allowing this option. I asked if the package could be held at a *** facility so I could pick it up and once again I was advised that I could not. On 11/29/2023 a note was made on *** tracking that receiver agreed to pick up package but on 11/30/2023 the package stated it was delivered. The package was not received nor picked up. I contacted Reeds Jewelers multiple times via text message, beginning 12/1/2023, which I have included in this complaint. I was told that an investigation would be conducted by ***. On 12/5/2023 I was asked to complete a claim form so I could be refunded via Reeds Jewelers insurance in which I completed and returned the same day. On 12/14/2023 I was advised the investigation was closed and the item was delivered. I asked for proof of delivery multiple times in which I still have not received. I was advised I would get proof of delivery within one business day but did not. On 12/19/2023 I was advised via text by Reeds Jewelers customer service that the *** investigation was still open and they was still waiting on proof of delivery. On 12/22/2023 I asked to speak to a manager and still have not. I keep getting told its being worked on but this has now been going on for a month. I have never been so disappointed by Reeds Jewelers until This moment. Im asking for a refund so that I do not have to take this to small claims court. I have been a faithful customer to ******************** for years now and this situation is disheartening.

  

  Business response

  01/04/2024

  Dear *******,
  
  Following a thorough investigation into the status of your package, we can confirm that your TAG Heuer FORMULA 1 Quartz Chronograph Watch 43mm CAZ1010.BA0842 was picked, packed, and remained securely sealed until it was collected by *** at 12:45 pm on 11/28/2023. Subsequently, *** conducted their own investigation into the delivery of your parcel and confirmed the successful delivery of your item at the specified address in the order at 5:05 pm on 12/01/2023.
  
  In light of these findings, we recommend reaching out to your financial institution for further assistance. They may consider reversing the charge on your behalf and crediting your account. If you suspect that your package may have been stolen, we advise filing a police report in your local area. REEDS will gladly collaborate with the police department to aid in the investigation of your missing package.
  
  We regret any inconvenience this situation has caused and appreciate your patience and understanding throughout this process.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an engagement ring and wedding band from the Reeds store at *************************, ****** on 4/8/22 along with the lifetime protection plan. Below is a timeline of events since then:4/8/22 - Ordered rings. ETA 6-8 weeks in writing.7/27/22 - Engagement ring arrives 8 weeks late. The wedding band was delivered with pave diamonds around only half of the band. I ordered an eternity ring, so I sent the ring back to be remade.10/14/22 - The engagement ring got bent out of round, so we took it in for repair.10/~18/23 - The missing pave stone was replaced in a few days, but the ring was given back to us in the bent shape. Sent it back for repair.10/~25/22 - The ring was repaired to round and the wedding band came in. Took both home.1/~5/23 - The ring was bent again. Took it in for service.1/~15/23 - Picked up the repaired ring.4/~23/23 - The ring was bent again. Took it in for service.5/~1/23 - Picked up the repaired ring.9/3/23 - The ring was bent again. Opted to have it fused to the wedding band to increase stiffness.9/19/23 - Went to pick up the ring and the wedding band was fused to the wrong side of the engagement ring. Sent it back to have the solder removed and replaced on the opposite side.10/3/23 - Picked up the repaired and soldered rings.10/4/23 - The rings have already detached from each other.Bear in mind that my wife is a school teacher, and only wears her ring during the day in non-physically demanding times, being very cautious not to not damage it. We moved about 1.5 hours away from the Durham store to **********, so we try our very best to not damage it and have to make trips to get it repaired. That was the reason behind getting them soldered together.At this point, we have two rings with solder spots all over the sides. The rings arrived 8 weeks after the agreed timeline when purchased, have been in for 5 repairs, and the most recent repair has already failed.

  

  Business response

  10/28/2023

  Dear *********************, 

  Thank you for reaching out to us about the issues that you've experienced with your purchase.  As a family owned jeweler in ************** for 77 years, our number one goal is to provide excellent service and products to our customers.  We could not stay in business for 77 years without living by the mantra that our founder professed to us all, the Golden Rule, to treat others the way in which we want to be treated.  In researching your services, we've found times where your rings have come in severely damaged due to wear.  Our store manager has reached out to your husband, offering multiple solutions that REEDS will take care of, in order to make sure you are pleased with your purchase and overall experience.  As of 10/25/23, we are awaiting a reply from **** to move forward towards a resolution.  

  Again, we want to make sure that you are more than happy with any items purchased from REEDS and will continue to work towards a resolution that pleases you both.

  Thank you again and we looked forward to servicing you in the future.

  Customer response

  11/01/2023

   
  Complaint: 20772139
  
  I am rejecting this response because: I understand that there has been correspondence between my husband and the store manager and we have discussed the different options.  With that said, the options that have been presented to us either involve giving REEDS another chance to repair the ring correctly, getting a new ring, or a combination of those two options.  After twelve different visits to REEDS and at least six attempts at repairing my ring to no avail, we have lost faith in the ability of the company to make the repairs and therefore do not want to bring it in for another service.  We gave the company more than enough chances to make this right through repairs and it hasn't worked. The alternate option of exchanging my ring is not of interest to us, as this is the ring I was proposed to with, the band that was placed on my finger on our wedding day, and regardless of the challenges we've dealt with over the course of the last year it holds a lot of sentimental value that I am not willing to give up.  After 77 years in this jewelry business, I would assume and hope that you could understand the sentimental value that a piece of jewelry could hold and my engagement ring and wedding band are no different. For this reason, we have requested some form of monetary refund as compensation for our challenges and to seek repair elsewhere.

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on January 14, 2023, I went into the Turtle Creek store to drop off my ring for cleaning and resizing. I asked ********************, "If I drop off my ring, will anyone else be able to pick up my ring?. ******************** replied, "In order to pick up the ring, you have to have this receipt to get the ring". On February 1, 2023 I called the store to see if my ring was back, because it has never taken this long to have my ring returned in the past. The young man who answered the phone told me "Your ring is not back. So don't call back. I'll call you when it's back"! I replied "Well damn" and hung up the phone. I believe it was February the 5th I went into the store to check on my ring. The young lady checked the book and made a funny face. She went over to ******************** and told him that the book says that the ring is back, but it's not in the tray. ******************** came over to look at the book. Then he told me that my husband came by the store and picked up the ring. He stated that he was looking to upgrade my ring for our anniversary. ******************** then pulled up my account and said that ************** signed for the ring. I reminded him that no one should be able to pick up the ring without the receipt that I had in my hand. He printed out ****************** signature and aid that he was looking to upgrade my ring for our anniversary. I then informed ******************** that we were divorced and I needed my ring. ******************** said," I will call you when he returned to the store with the ring so you can come and pick it up." I walked out the store to call my ex husband to see if he had indeed come into the store to get my ring. But his number had been changed. So I had my daughter text him to ask him and he said that he did not have the ring. I have been calling since February 7th attempting to have this issue resolved. The customer service rep ******** has been attempting to have someone call or email me since then. But I have yet to receive a call or email from the District Manager.

  

  Business response

  05/15/2023

  We certainly apologize for anything that has caused a negative experience for ***************  When the item was left for repair, it was listed under her husband/ex-husband's name, therefore we have to allow the item to be received by the person listed on the repair ticket with a proper ID.  We have investigate this with our District Manager personally handling the situation.  Below is the documentation from her conersations.

  I have spoken to *************** on today. She was on site in store. I confirmed my contact information with her as well as email address for any further correspondence.
  
  During our conversation today, I informed her she will need to file a police report as we do not get involved with domestic disputes. The divorce documents that she provided does not specifically state that the ring belongs to her however it does state she gets to retain her current possessions. When the ring was dropped off it was in her ex-husbands name. Her claims that she provided the store her contact information however the store says that is not accurate she did not provide any up-to-date information nor did she ask them not to give him the ring.  The store was not aware of the divorce until after the pick up occurred.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2022, my husband's wedding band was sent off to the warranty company for Reeds Jewelers (purchased directly in store at ******** ** location). The ring needed a simple refinish with rhodium and diamond settings checked. We received the ring back approximately 3 weeks later to find that the ring's finish had been incorrectly polished. The ring (item ********) had a brushed inlay set diagonal along the band. The inlay had been highly polished so that the design's integrity had been ruined. The ring no longer looked the same as what we had purchased, so I requested that it be returned for another refinish. This proceeded to extend into months (through December 2022) of back and forth with the ******** store. Each time we received the ring back, nothing had been done to fix it although we had to wait the 3 weeks for the process to start over again. The associates at the store insisted they knew what I was talking about throughout this process and attempted to write detailed notes to help warranty in understanding the issue. ***************************** decided in late October 2022 to send the ring to a local jeweler. When I checked into the rings status in November, there was confusion as to what happened to the ring. ****** could not find it in the system. A different associate ******* stepped in at the time and insisted the ring had been logged in under my married name instead of my unmarried (*****), and that she saw where the transaction was logged on paper in their binder. She then proceeded to tell me that the ring had been sent to warranty again. In January 2023 when I inquired as to the whereabouts of my husbands wedding band (no longer manufactured by Reeds), I was informed by phone by ***************************** that the ring had been lost by *** back in December. She proceeded to offer me a check for 799 to cover the cost of the ring. The ring is irreplaceable, no longer carried by Reeds and a write-off check for it's supposed worth does not begin to solve this problem.

  

  Business response

  02/17/2023

  Good afternoon, 

  We sincerely apologize for the loss that has occurred with our carrier, UPS.  We have made multiple attempts to reach ******, but she has a very busy schedule.  As soon as ****** is able to make it back to our store will be replace her husband's band with another ring as comparable as possible.

  Customer response

  02/17/2023

   
  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,
  
  *******************************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 30, 2022, I attempted to make a purchase online at the Reeds Jewelers website. I entered my payment information but received an error message, so I tried again a few times with a debit card and a gift card, but the purchase did not go through. Reeds website appeared to be having a glitch. Later, I discovered that my **** card was charged $91.99 and my ********** gift card was charged $91.99 twice for the same order that I never received. I contacted Reeds and after several days of phone calls with customer service, I received a refund back to my **** and 1 refund to my **********. I never received the second refund to my ********** for $91.99. I called Reeds only to be told that the second refund to ********** was processed, however when I contacted **********, I was told that they never received the second refund for $91.99 and there was nothing pending on their end. Reeds refused to help me anymore and I still don't have my refund. ********** advised me to dispute the charge, however it can take up to 90 days for the dispute to be reviewed. This is unacceptable since this happened due to a mistake on Reeds' website. The second refund that was allegedly processed by Reeds obviously did not go through and they need to process it again. I attached a copy of my ********** statement which only shows 1 refund processed.

  

  Business response

  01/18/2023

  Contact Name and Title: ***** ******
  Contact Phone: 9103503043
  Contact Email: jkresge@reeds.com
  Dear ******,
  
  We are terribly sorry for the issues that you've experienced during your online purchase. We've confirmed that both charges and both refunds were issued from our service provider. I hope that this has been received at this point. If not, please follow the instructions from your bank and we will gladly oblige with any dispute claims that are made. Again, we are terribly sorry for the inconvenience this has caused and will do anything we can to assist you bank with the information for the proper refunds
  
  Kind Regards,
  ***** ******
  Director of Store Operations

  Customer response

  01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, I have confirmed with the bank/gift card company that they have not received a refund from your company and there are no credits pending. I have filed a dispute of charges with the bank however I was told that it may take up to 90 days for the dispute to be resolved. This is clearly unnaceptable. The second refund was not issued to the bank. I want this matter to be resolved as soon as possible. Thank you.

  

  Business response

  01/30/2023

  To expedite this process for Ms. ****** we will be happy to issue a check for the funds that she is requesting from our corporate office. Since all of our records show that the charges were refunded properly, if the credit does appear on your records, we simply ask that you reach out to us so we can correct the funding issues.
  
  

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The merchant stated that they would provide a refund via check but it never happened. The funds were never refunded to my original payment method which was a gift card. 

  
  Sincerely,

  
  ****** ******

  

  Business response

  03/29/2023

  We apologize for any delays or miscommunications to Ms. ******.  We have issued multiple refunds to the card used for her transaction.  We have stopped payment on the most recent check issued and a second check will be shipped via UPS on Friday, March 31st.  This will be sent via UPS 2nd Day.

  Please let us know if this second check is not received as well and we hope this will resolve the situation for Ms. ******.

   

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  While I accept the business response, the matter is not resolved until the check is received. Once that happens, I will notify you. Thank you.
  
  Sincerely,
  
  ****** ******

  Customer response

  04/04/2023

  
  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. I received the check today. Thank you for bringing this matter to a conclusion.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a watch at the end of July 2022 as a Christmas gift for my father,It shipped and was recieved in August 2022. As stated this was a christmas gift so there was no chance for my father to truthis on after itwas recieved. So christmas comes and It turns out that the watch band is not long enough to properly fasten. I emailed the customer service email provided asking if there is another watch band that I can buy as the standard one is too small. I get a response back stating that that brand of watch doesn't have a different band that can be purchased but that I can return the watch or exchange it for a different one. So I look and find another watch and reply back to the email stating that this is the one that I want to make the exchange for but there is a cost difference so how would that work. I was told that I would return the current watch and once recieved I would be contacted to make the additional payment needed. I replied back that was okay and I wanted to proceed with the exchange. The rep then emails back that because the purchase was made before November 18th that they can not do the exchange. I no longe need the watch exchanged I just want to return it and get a refund because after this I no longer feel comfortable doing any business with this company since they do not honor the offers given to their customers. And I do still have all of the emails that I exchanged with the representative as proof of the offer that was made and I can forward they if I am provided with an email address.

  Customer response

  01/09/2023

  ***Document Attached***
  
  See Attachment/File: Gmail - Order 210711130.PDF

  

  Business response

  01/10/2023

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: **********************************
  Hello,
  I apologize for the experience that you've had and we will do everything we can do make sure this is resolved to your satisfaction. We will honor anything that was said to you and make sure that you are pleased with your order or receive a refund if that is the only solution. As a family owned jeweler for over 75 years, we truly value your opinion and we are grateful that you've chosen to shop with REEDS Jewelers. I will make sure one of our care team members reaches out to you asap to get this resolved.
  
  Thank you again for choosing to shop with REEDS and we look forward to working with you again in the future.
  
  Kind Regards,
  
  ***********************
  Director of Store Operations

  Customer response

  01/12/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

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