ComplaintsforLollar's Jewelry

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took 3 watches for battery replacement early Sept 2022. At pu ***(Owner) told my *********** that she lost the cell strap for the Rado (a piece that screws down over the battery, often needed for a positive contact & hold battery in place). Sd much time spent to find it. Didnt work with new battery must send to repairman. Est for new movement & 2 loose screws on back, per ***** $395 cash or if using credit card shed have to charge sales tax.1/10 At pu i asked ***(owner) to record all that was wrong & done, warranty on recpt. She wrote movement replaced and 2 screws replaced. Sd shed have to ck with repairman for the rest. 1/27 ***** sd movement replaced & 6 MO warranty. Then ****** (not *****) sd the watch battery had leaked, screws missing, not loose. I told her that I was concerned that *** had initially lost the cell strap & this is the first Ive heard about battery leaking. She became agitated, felt I was accusing them of something, gave phone to *** who said what is this about? I explained from the start of bringing the 3 watches in. She said she didnt remember losing the cell strap. I told her I was concerned that the missing cell strap, loose/missing screws might have caused the watch not to work and that I would like to understand how that was reviewed prior to replacing the ************* just now hearing about the battery leakage. She began raising her voice telling me the cell strap had been found (she remembered now) & blasted me with the ***************** long ************** dont share every detail with their customers. I tried to calm her saying thats why I came to ******** was hoping we could have a calm conversation about this. She shouted what is it you want, I dont even understand what you are saying. Tried to explain again. She continued to shout, said something about me contacting BBB and hung up on me. I expected more from them-respectful conversation about my concerns and an attempt at rational reasoning/resolution.

  Customer response

  02/16/2023

  *************** to a message posted on the above Claim from BBB.org dated 2/14/2023.  I have not heard anything back from anyone at Lollars Jewelry.  Thank you for keeping me informed and continuing to pursue a response from this company.

   

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

          Visit JW.org

  
  

  Business response

  02/16/2023

  Customer brought watches in to have the batteries checked due to them not running/keeping time the end of September (9/22).  Upon attempting to change the battery in the black and gold Rado, we noticed there were two screws out of the back of the watch, "the back of the watch" meaning: the back case of the watch.  This case must be removed to get into the back of the watch and change the battery.  We have loose screws in store for this type of thing, always at no cost.  We did not notify the customer of these missing screws since we usually replace them here in store for no charge. 

  Once in the watch, there was a "strap" that went over the battery.  This piece happened to have popped off when loosened enough to get the old battery out.  This happens from time to time and sometimes it takes us a few minutes to find it.  *** found the said strap, put a new battery in (after checking the new battery was full force), and checked to see if it was running.  It was not.  We did not go ahead and replace the missing screws in the back case since a battery did not make it run.  Customer wanted to get an estimate from our watch repairman on how much it would be to have repaired. 

  Once we got the estimate, $395, ****** called to give that amount to her.  Customer did not immediately give the go ahead for the repair and said she needed to think about it.  She was told by ****** that the watch needed a new movement.  Customer called back, after some time had passed, and told us to go ahead. 

  The watch was picked up by customer on January 10th.  Customer asked to write the exacts of what was done on the receipt, which we always do.  *** is who checked her out and noted: replace movement and two screws.  Customer asked for a more detailed explanation, we told her we would have to call the watch repairman and ask him since we don't do the watch repairs ourselves.  ****** called and had to leave a couple of messages with our watch repairman. 

  On January 27th, customer called and we had not heard from our watch repairman yet.  ****** gets off the phone with customer and immediately calls watch repairman; to which he answered.  ****** asked exactly why the movement had to be replaced. He said that the battery had leaked and caused damage throughout the movement.  We, here in store, can't always see that damage.  If we could, then we would not send in for an estimate, we would know what was wrong.  ****** gets off the phone with the repairman and calls customer back.  ****** tries to explain what was done and it's not being understood. ****** tells her she will try to get more information and call her back.  ***** called her back.  ***** tried to explain again exactly what had been done.  Customer is not understanding so she tried to explain again.  At this point ***** and customer are just repeating themselves and not getting anywhere.  Customer then tells ***** that she wants to talk to her mother, *******  *** gets on the phone and says the same things that ****** and ***** had already tried to explain to her. 

  ***** and *** both asked her what it was she wanted since she was obviously not happy with the charges, that she agreed on, or the explanation of charges.  Customer just kept asking what was done to the watch.  

  Ultimately, I think there was a breakdown in communication and which parts of the watch were being discussed. On January 27th customer was very accusatory and defenses went up.  The watch was running when she picked it up on the 10th, after agreed upon repairs and charges.  The watch was still running, and keeping time, on the 27th.  

  Customer response

  02/23/2023

   
  Complaint: 18942341
  
  I am rejecting this response because:

  I could debate whether there were 2 screws loose or missing, but my receipt written up by *** shows loose screws. Pams BBB response says the watch was received with them missing. 
  
  I could debate whether the battery leaked or not, but in my years in the business, replacing many a watch battery, I find it hard to believe a professional would not know the signs of a leaking battery AND definitely something a customer should respectfully be told as to WHY a movement needs to be replaced PRIOR to repairs and then recorded on their receipt. 
  
  
  I could debate the fact that it took 3 months to get my watch back from repairs (sitting in their store from 9/22-11/7, 12/1 before I got an ***********/6 call to PU), but they know this is not what they tell their customers when leaving one for repairs. They lay blame on me for this because I took maybe a week of this time to weigh out my concerns and whether I should proceed with them or not. 
  
  What I find undebatable and quite disheartening is that my question about the lost battery cell strap (whether necessary to provide the crossover negative/positive charge for the watch to be operational) caused so much anger for them. So much deflection about if or when it was lost or found, replaced or not, etc. In the 2nd paragraph of **** BBB response she acknowledges it popped off, and to me, makes it sound like it was found, added to the watch with a new battery and it didnt work.  I adamantly stand behind my statement that *** told my husband and me when picking up the original 3 watches on 9/22 that the cell strap had been lost for the Rado Watch and laughingly saying theyd probably find it when they were cleaning up. The watch did not work with a new battery and no cell strap.  NEVER, in my presence, did they offer to attach the found cell strap or replace the piece along with a new battery to see if that would make the watch functional, nor did they contact me to say the piece had been found and the above done with negative results. Since I was told about the loss of the strap, I dont find it unreasonable to expect I would also be told it was found and the results of their findings!  I was not. If they had done so, we wouldnt be here. 
  
  If the explanation provided to BBB is truth, why such immediate defensiveness when I asked to get clarification on this matter in my call to them, and why blame me and my supposed confusion.  ***** and *** both know that once I asked about the cell strap and its loss, THATS when it all went differently.  I was told by ***** she was uncomfortable with the conversation because she felt I was accusing them of something. Gave the phone to *** and she denied knowing anything about a lost strap. There was never any conversation on their part about this piece for me to try to understand, other than denials and deflection. I spent the phone call asking that we be able to have a calm conversation so that I could get an answer to my question.  They take no responsibility for their anger and lack of professionalism during this phone conversation & how they handled it. 
  
  People make mistakesits much more reputable to own it and try to make it right versus defending it at all cost. Sadly, their handling of the loss of the piece, the final phone call and their reply to BBB and are very self serving offering nothing for a mutual resolution. 
  
  They represent themselves in their business as Christians. My Christian ***** does not teach me to act in such a manner. 
  
  Thank you BBB for your support in this matter. 
  
  Sincerely,
  
  ***********************

  Customer response

  02/26/2023

  The explanation of charges provided in their response was, in my opinion, fabricated as so much information has changed or manipulated as my questions have gone deeper into their actions. 
  Any apology now would only be to bolster their reputation which for me has been ruined. So, I dont care for anything further from then at this time. 
  I hope any action by BBB will reflect my experience and their self serving response and lack of taking any responsibility or willingness to work together peacefully for a mutually beneficial conclusion.  

*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. ↩