ComplaintsforGold Casters Jewelry

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09-05-2024 took in watch which was 110m water resistant for new battery to Gold Casters Jewelry on ************. Nothing was said to me by clerk other than will take a few minutes. Watch belongs to disabled veteran that needs the light on it when getting out of bed at night and uses it to swim for health issues. It was not resealed when handed back to me so now it's ruined with water in it. I didnt know that nor was I told that. On 09-10-2024 I took watch back in to show the water drops in it and was verbally abused by *******. He refused to answer my questions and told his staff out loud not to talk to me. To get questions answered, I called for police officer to come simply to get answers. He informed the officer he would only answer his questions and not mine. I had to ask the questions to the officer, he relayed the questions to *******, then ******* gave the answer to the officer. He ended up drying out the watch interior but said it is no longer water resistant which means it is of no value to the disabled veteran who needs to swim each day. I am a senior and have never been so verbally abused in such a loud voice in my life. Again, I was helping out a disabled veteran and this is the result. Verbal abuse, I paid $26.81 for nothing, and the watch is now worthless. In this statement, I request a refund of the battery cost as well as $45 for a new watch. A warning should have been stated to me that installation of new battery meant no more water resistance. I was told nothing when I came in for replacement except cost and would take a few minutes.

  Business response

  09/12/2024

  May ******* came into Gold Casters Jewelry on 09/05/2024 and asked to have her battery replaced , my salesperson noticed the watch was still running and suggested that if the watch was not broken do not fix it . This particular watch comes with a 10 year battery and that is written on the face of the watch itself. Mrs ******* insisted that the battery be replaced , so my sales person had her sign a waiver of release of liability,the reason they put a 10 year battery is so the water resistant ( not water proof) seal is not broken . In the 1st picture you can see the watch was still running when we took it in and the signed release of liability. When it reached my desk , I told my sales person the watch is running , we do not need to replace. I was told she insisted and signed a release of liability. 
          The rest of what happened in my store as far as all the drama was brought  on by May ******* , I had no problem wanting to dry moisture from watch she just would not hand it to me , I would guess until she was finished dressing me down in front of a store full of clients. I needed to help other clients as they were waiting and until she was ready to hand me the watch, and then she calls local police and as we were talking( officer), she kept interrupting and I just said please let me talk to the officer. This could have been handled much better if she would have stayed calm and let me see what I could do to fix the situation. I did finally get the watch from the officer and went to my bench and dried out any moisture and reset the time and date before returning **** watch to her. She looked at it and then she left . Officers left  prior to me finishing repair.

  Customer response

  09/12/2024

   
  Complaint: 22266769
  
  I am rejecting this response because:

  When I brought in the watch for a disabled veteran, I knew only to ask one question which was shall I wait or leave the 110m water resistant watch and pick it up later. I was told it would take just a few minutes and was told the cost.
  
  Not another single word was said before I handed over the watch and until the lady handed it back to me and she said he noticed it was running but replaced the battery anyway. I paid the $26.81 by credit card and left.
  
  (FYI - the disabled veteran had noticed the light on it that he has to use at night was dimming, thus the battery was needed.)
  
  He needs the watch for the light at night and the 110m water resistance as he swims every day due to health issues.
  
  A couple of days later I was told by the watch owner it was no longer water resistant and ended up with water in it (pictures attached to original complaint). He had no idea (same as I didnt) that the watch was not resealed by Gold Casters.
  
  I went back to Gold Casters Tuesday and was treated like an animal. I tried to ask questions but ******* said he would not answer any of my questions, told his staff not to talk to me, then proceeded to say, and in his words, that I wasnt gonna bust his chops.
  
  Again, I was trying to get information with questions. He walked away and he would not speak to me. I never raised my voice at all. I just needed information. I even tried to ask one staff lady a question and she said hes the boss so I cant talk to you.
  
  I called HPD (Tuesday, September 10, at 9:24am) and explained to the two officers when they arrived that I only needed their help in getting ******* to answer my questions. ******* told the officer that he would only speak to the officer and not to me.
  
  I had to ask the question to the officer, the officer had to turn and relay the question to *******, then ******* would look at the officer and answer. I could not believe a business person acted this horrible way simply because a customer needed help by asking questions on the work done on a watch.
  
  We were standing all together with ******* merely on the other side of the counter. I was shocked at his attitude not only to me but to uniformed HPD officers as well.
  
  One question I had to ask was if ******* wanted to dry out the watch then how long would it take. He had snarled at me as long as it takes but answered later to the officer a few minutes . Thats why I did not know what to do so asked *** for help as I didnt know if I was to wait or leave the watch.
  
  The officer never touched the watch. I handed it to ******* and he went to the back with it to remove the water.
  The officers received a call and had to leave before the watch was brought back to me.
  
  They told me I was within my rights to video as they were leaving which I did. The video is of me saying to ******* he should warn customers in the future that he doesnt reseal 110m water resistant watches. He said he would IN THE FUTURE and thanked me for the suggestion.
  
  This certainly proves I was not warned in advance that he is not trained in resealing 110m water resistant watches which is possible for a trained person. Had I known that I would never have let him change the battery. I would have reached out to a jeweler trained in resealing watches. I had no idea I needed to ask if the person assigned to replace a watch battery knew how to do the job properly and completely.
  
  The watch is no longer useful to the disabled veteran since it is no longer water resistant which is one of the main reasons he wore it. Its also water damaged inside. Hes now having to go to the expense to find and purchase another watch to replace this one.
  
  Gold Casters treated me shamefully and then fabricated so much in their response. So much for respecting a disabled veterans needs or respectful treatment of a customer.
  
  I believe the money I paid for the battery in the now useless watch for the disabled veteran should be refunded.
  
  ******* didnt even apologize for not only his verbal abuse to me, the customer, but also for ruining the watch of a disabled veteran.
  
  Thank you.
  May *******
  
  Sincerely,
  
  May *******

  Business response

  09/16/2024

  Please see attached response

  Customer response

  09/17/2024

   
  Complaint: 22266769
  
  I am rejecting this response because:

  His pic of a watch must not be the one I brought in as the time indicates a time after noon. My pic below shows I called 311 for assistance just after 9:00am and the officers arrived within a very few minutes so the watch I brought in (which he states was running) could not possibly indicate the time as being after noon. 
  
  His response is so full of lies its pathetic. 
  
  My original complaint is truthful when I said I asked how long, was told a few minutes, and was told the cost. Nothing else, not a single word, was said until the watch was handed back to me. I never insisted anything. I also had no idea I needed to ask if he knew how to do the job properly. 
  
  He has to lie to cover up his mistake and he needs to live with his lies and what he did to the watch of a disabled veteran. The internet has volumes of negative comments about the business. 
  
  He will never admit his mistake and its a waste of time to deal with someone with that attitude. 
  
  Please close the file. 
  
  Sincerely,
  
  May *******

  Business response

  09/17/2024

   

  **Please see attached document

  Customer response

  10/01/2024

   
  Complaint: 22266769
  

  I want to mention that as of today no one has ever contacted me regarding the watch replacement the owner notified BBB was ordered by him. 
  
  Another lie by the owner. Maybe he ordered it but it was apparently not to replace the one I brought in which he ruined. 
  
  Sincerely,
  
  May *******

  Business response

  10/01/2024

  The watch is here at my store and an exact replacement. It was mention in my response and we called BBB to make sure my message to the complainer was received. The gentleman who has done a service for this country deserves  a new watch , although I did follow her insistent instructions to change the battery even though it never needed one . She continues to show bad behavior even though the replacement watch is at the store and she just needed to pick it up . We have been waiting for a civil response from her , but I guess that also is too much for this bitter woman.

  Business response

  10/02/2024

  
  The watch is here at my store and an exact replacement. It was mention in my response and we called BBB to make sure my message to the complainer was received. The gentleman who has done a service for this country deserves  a new watch , although I did follow her insistent instructions to change the battery even though it never needed one . She continues to show bad behavior even though the replacement watch is at the store and she just needed to pick it up . We have been waiting for a civil response from her , but I guess that also is too much for this bitter woman.

  Customer response

  10/02/2024

   
  Complaint: 22266769
  
  I am rejecting this response because:
  He continues from day one until now with continued lies. His despicable behavior that day along with pathological lies make it impossible to want any future dealings from him. 
  Again, this matter is closed in my opinion. 
  Sincerely,
  
  May *******

  10-02-2024

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