ComplaintsforReed's Jewelers

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order for Christmas with a delivery date of before Christmas. I received order confirmation on Dec 19th at 8:56am, however knowing that the package was supposed to be expedited, next day air shipping they failed to prepare the address label until 12/21 at 8:51pm. The package wasn't picked up until 12/22 at 4:39pm. They obviously understood that customers would likely be ordering for Christmas, as they advertised on their website that delivery orders would made prior to 12/20 would receive Christmas delivery. Because of their failure to process the order in a timely manner the package failed to arrive in time for Christmas. The company didn't reach out to me to apologize or offer any refund. I had to reach out to them and they graciously offered me to drive it back to *** myself to return it. After several attempts of requesting to speak with management to resolve this I was finally and reluctantly offered a refund of the shipping fee. I am writing this as a complaint in service and delivery of goods.

  

  Business response

  01/03/2023

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: **********************************
  Good morning ********************,
  First and foremost, I want to apologize for the delayed shipment on your order. I spoke with our Ecommerce team and I understand that a CARE Team member reached out to you as well. Unfortunately, severe weather delayed your order. From what I was told, we have refunded your overnight shipping charges as well as included a gift card, in hopes we can regain your trust to shop on reeds.com.
  
  If you are still unsatisfied, please do not hesitate to contact me directly. Again, we sincerely apologize for the delay for your order.
  
  ***********************
  Director of Store Operations

  Customer response

  01/04/2023

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

• Initial Complaint

  12/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 20, ***************************************************************** the amount of ****** which included two day delivery. Which equates to the item getting delivered on December 22or 23, 2022. However, the order confirmation date stated Dec. 27, 2022. Therefore, via the local Reeds Jewelers through live chat I inquired informing the representative I paid for two day shipping and there was no stipulation stating the jewelry ordered had a 3 day time delay due to its unavailability in the store and shipping was coming from an outside source. The representative offered next day shipping due to the order. However, I did not receive confirmation. Therefore, I requested the supervisor for the local branch via chat as well. Instead of addressing the issue via chat, the supervisor called me to inform me again of the delay and I deemed it unsuitable and unsatisfactory as well as misleading. In turn the supervisor cancelled the order as an act of desperation and extreme prejudice against me. The transaction was approved and verified were it not the original associate via text would not have been able to modify the shipping date of arrival on my behalf prior to that. I simply requested verification and the supervisor denied me and canceled the order for addressing the issue. I contacted Reeds Jewelers in Wilmington, NC via phone (Headquarters) and instead of honoring my request, I was denied again and rerouted to the *********, ** branch as if the supervisor in *********, ** I spoke with (******) was over Corporate Headquarters in Wilmington, NC which is fraud for I checked the entire chain of corporate command for all departments via Reeds Jewelers Headquarters located in Wilmington, NC and her name is not mentioned anywhere.

  

  Business response

  12/23/2022

  ****************,
  
  I sincerely apologize for the issues you've encountered during your ordering process. I hope to clarify the issues with your order. In regards to the shipping, when you look at this item on our website it will provide an estimated "Shipping Date". It also says, "Add delivery time based on the shipping method you choose". For you order, placed on 12/20/22 at 9:36pm, the estimated shipping date was 12/23/22. Based off the shipping method you selected and due to the Christmas holiday, that provided you with an estimated delivery date of 12/27/22.
  
  Additionally, the order was cancelled the following day, 12/21/22, following an automated review of security measures. My understanding from our care team is that you may have been using someone else's credit card, therefore the "Bill to" information did not match, thus leading to the cancellation of your order. We take all of our customer's purchases very seriously and we always strive to protect our customers from any potential fraud. I apologize that this occurred, but I assure you it was appropriate based off the information provided to us.
  
  I am unsure about the ************* branch you mentioned, as we do not operate any locations in ****. I also want to assure you that ****** is not a fraud, she happens to be our Care Team Supervisor and it quite exceptional. As for your order, we welcome you to place it again and will process it appropriately. Please ensure that the billing information is correct and matches the names that the account is associates with. As long as there are no security concerns, I am confident that our ecommerce team will work to fulfill your order.
  
  Kind Regards,
  
  
  ***********************
  Director of Store Operations
  

  Customer response

  12/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The representative lied regardless of their status at the company, the customer is always right. The transaction was verified by the cardholders (my mom) bank as well as the cardholder (my mom). And the address is the same. We both reside at the same place of residence. I am not satisfied about the outcome whatsoever. I was treated with extreme prejudice and discriminated against. Instead of making excuses for your employee she should be disciplined accordingly for ruining my order. There was someone in the background informing her to cancel my order due to my line of questioning about it. Regardless of your excuse for her

  

  Business response

  12/31/2022

  Thank you for your response *****************
  
  I again apologize that you are not pleased with the current order situation. If you can place the order with the proper "Bill *** information then I will be happy to work with our Ecommerce team to expedite the item. If you are willing to do so, please email your order number to ***********************************
  
  Kind Regards,
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have recently purchased a diamond tennis bracelet (item # XXXXXXXX) through Reeds and it broke after little use. I have had problems with the quality of their bracelets before as they seem to be very poor quality for the price paid. I sent my bracelet back to be evaluated by a jeweler and the cost of the repair is $55 which is a lot and there is no guarantee on the repair from what customer service has told me when I inquired. Since I did not purchase the care plan there is nothing they can do to rectify this but have me pay $55 for a repair when the bracelet was barely worn to begin with. I am extremely frustrated with the lack of help from customer service and the overall poor quality of their jewelry. After reading another complaint similar to mine I can see that this seems to be typical foe their quality of jewelry which is extremely disappointing.

  

  Business response

  12/11/2022

  Business Response /* (1000, 5, 2022/11/06) */ Thank you for bringing this to our attention Ms. *********. REEDS Jewelers has been a family owned jeweler for 76 years we always strive to treat all of our guests the way in which we would want to be treated. I truly apologize for the issues that you've encountered. Per your request, we will be more than happy to offer you a refund for your recent purchase. One of our CARE Team members will reach out to you this week in order to orchestrate the refund. Providing quality products and impeccable customer service is what has kept REEDS in business for so long. While I understand your frustrations surrounding your recent purchase, I hope that we can earn your trust and business again in the future. Thank you again

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a 14kt 1/2 carat black diamond ring the day I received it I signed for it i didn't think it was my ring because it was in an envelope they sent me a ring I paid $620.44 in an envelope and the ring wasn't even inside, they still have not helped with my issue I signed for it but didn't think it was my ring since it was in an envelope they said they would contact the third party vendor which if I had known it wasn't reeds jewlery then I wouldn't have purchased anything at all and now no one is helping all I'm getting is the runaround.

  

  Business response

  07/08/2022

  Business Response /* (1000, 6, 2022/02/01) */ Per the customer's request, we have issued a refund for his purchase, back to the original form of payment. We sincerely apologize for the way this shipment was received and will work to make sure this does not occur in the future. Consumer Response /* (2000, 8, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $600 bracelet from Reeds.com on Sept 21, 2021. The bracelet broke in December. I contacted the local Reeds store and was informed without the extended warranty, I would be charged for the repair. I decided to have an accredited local jewelry repair shop I have used in the past complete the repair, since I had to cover the cost anyway. I was charged $55 for the bracelet to be laser soldered back together. Two days after picking up the bracelet, it broke again. I took it back to the jeweler and according to their detailed notes on the repair, it had broken in another location. At this point, I felt it was a quality issue with the bracelet. I contacted Reeds.com and was told since the repair was not completed by Reed's, they were not willing to take any responsibility for repair, review or replacement since another jewelry had done the repair and advised I should have purchased the extended warranty. I stated the bracelet appears to be poor quality to have broken twice in 3 months. The Reed's customer service manager repeatedly informed me their business policy is not to consider any options since I had used another jeweler and I was quickly dismissed. I do not believe a $600 bracelet should break twice in 3 months without the company making some attempt to satisfy a customer. Especially when their tag line for their company is they offer a tradition of excellent service and fine jewelry. I do not believe I was sold a quality piece of jewelry nor did I receive excellent service.

  

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/01/15) */ Thank you for bringing this to our attention *****. We will be more than happy to do everything we can to help make this right for you. We are terribly sorry for they issues you are experiencing with your bracelet! REEDS has been a family owned jeweler for over 75 years and we take great pride in the level of service and quality of products that we provide to our guests. If you would allow us to, we will send a return label for you to have this sent back to our Ecommerce department and evaluate the bracelet to provide you with a satisfactory resolution. Our Director of Sales will email you with this request. In the meantime, if there is anything further we can do to assist you, please let us know. Consumer Response /* (3000, 7, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Reed's has asked that I send the bracelet back for their review. I was promptly sent a mailing code for the return and I will be sending the bracelet back this week. I would like to await their response after the bracelet has been returned to them. Business Response /* (4000, 9, 2022/01/25) */ We are currently working with Ms. ***** to locate a replacement option for her. If not available then we will provide her with a full refund for her purchase. Consumer Response /* (2000, 11, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) My complaint with Reed's Jewelry has been resolved thanks to the outstanding customer service I received from Jason K*****, Director of Store Operations. Mr. K***** was extremely kind, honest and professional and even went the extra mile to assist me in finding a suitable bracelet. Reed's should be very proud to have such an exceptional employee. I cannot say thank you enough Mr. K***** and it has been an honor and pleasure working with you to resolve this matter.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm insanely frustrated to the point I have to finally come to BBB and complain. We ordered this watch sometime before Christmas, I have no idea if they didn't have it but they sent me the wrong one, of course it didn't come on Christmas but it wasn't promised either. In trying to exchange it, their policy is very confusing, and they send it 2nd day air, but it wasn't very quick, and for a return/exchange it's UPS ground because it's free?????? So I have to wait how long for a exchange and then they'll send it UPS ground to me?? So maybe a month? I'm pretty annoyed with this scenario.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/01/04) */ Thank you for bringing this to our attention. After extensive research, the order placed by the customer was not for the correct time piece. We shipped the correct item that was ordered and it was returned to us. We have initiated a new order to ship the customer a new watch that they originally intended to order. This item will be shipped promptly to correct the improper order from our customer.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ordered a mothers ring online through Reed's website on 11/21/21. Figured it would be a week or two to process and would get a update about when I would expect it to be shipped. Sent a email to them on 12/5/21 just wanting an update to the order. Sarah responded and said it would be shipped out that week. On 12/13/21 I again sent a email to customer service because according to their website my order was still in process. I reached out to Reeds through Facebook on 12/16 thinking I would get an actual individual and not some third party customer service that they use. They said they would make my issue a top priority. So, 12/17/21 rolls around and now it's the afternoon. Top priority? No, they pushed my concern back to customer service. I am to assume that they cannot find my order. I am writing to complain. I had spent money hoping to get a very special gift for my mother this Christmas and was counting on them to provide me with what I had ordered. Obviously this is not the case. I am beyond frustrated and disappointed. I should have used a more reputable jeweler. This company lacks the grace and understanding when issues like this arise. It's obvious they do not know how to provide any sort of customer service themselves when using a third party to do it for them. Buyer beware! Order: XXXXXXXXX I was able to provider order number and email receipt. It seems they are more concerned with pawning off responsibility and less about customer service. I'm very disappointed because now don't have a gift for my mother. I took a lot of time and research and was excited to give her something she had always been asking for. It's been a very rough few years for her. Thank you for ruining something that really meant a lot to me. Please, don't respond with a half hearted generic response.

  

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2021/12/28) */ We sincerely apologize for the delays in this particular order. While this was a custom made item, there is no excuse for it not arriving prior to the Christmas deadline. We've been informed that this order was shipped this week and will arrive very soon. While we cannot make up for the gift not arriving in time, we will be refunding the customer in full due to the delays that occurred and they are welcome to keep the item at no charge when it arrives. Again, our goal is to never miss a customer's deadline and we are terribly sorry that this item was not received on time.

*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. ↩