ComplaintsforHeins Jewelers, Inc.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I brought my mother’s tennis bracelet in to get repaired at the beginning of the year. I gave it to her 20 years ago for Mother’s Day and it’s one of her few nice pieces of jewelry. She has *********** and broke her hip in January and when she was in rehab, it broke on her wrist. I told them the situation at the time and I wasn’t working hardly at all to help her and care for her. They assured me I could take my time paying for the repair. Not too long after, they threatened me with selling her bracelet if I didn‘t pay some of it. I did what they asked by the date they asked. I didn‘t hear anything again and a week ago they messaged me a threatening letter saying I had to pay the rest of the balance within one week or again they are selling it and I lose the money I paid already. I was stressed this entire week and can’t make the full amount by the cutoff today so they are taking my money and most importantly my mother’s bracelet from us. I’ve never been so heartbroken. I’ve never seen such a cruel company. Even two weeks I would have been able to have it paid and back with my mother. Now they stole it forever. Heartless people.

  Business response

  08/26/2024

  We told the customer upfront that she would need to make a monthly payment in order to stay in good standing. The customer has made one excuses after another on why she can't make a payment.

  We've had this repair in our store since January of 2024 and the customer has made just 1 payment in the amount of $40.00.

  We made multiple attempts regarding payments, with no action taken by the customer.

  We do not want to keep the bracelet and have tried everything in our power for the customer to make a monthly payment.

  Not sure what else we can do at this point, but we've been more than accommodating to say the least. 

  We have records via text messages of all communications

  Customer response

  08/26/2024

  Better Business Bureau:

  I was not once told I had to make monthly payments and I do not like anything about their response, but I made arrangements with them outside of here to get my mother’s bracelet back.

  Regards,
  
  ******** ****

  Business response

  08/28/2024

  Here are several text messages we've had with the customer, as you can clearly see the customer is not being truthful about us asking for monthly payments.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a watch serviced by Heins Jewelers, when given back it had been damaged, by scratching the vintage dial. I was hesitant in Heins offer to polish the scratch if so refused the repair service. A month later the watch stops working. Having a 1 year warranty on the service I called Heins and explained. They assured it would be fixed or I would be reimbursed. 2 months later I call in to the shop to get an update. A representative got on the phone and said the watchmaker will not repair the watch and will give me $200.00 out of the $750.00 plus tax I paid in full when the service was done. I explained to the representative that this was unacceptable, but he had stated there's nothing he can do. That the watch was not damaged by the watchmaker ever and he will not fix it nor wants to service any other item from me specifically. I don't know the watchmaker as I deal with Heins Jewelers who hires this person. They have discriminated against my business and have not kept their warranty or provide any good customer service. I've been in good faith working with Heins Jewlers after so many red flags, but charging me close to $800.00 for a watch service and not keep up with their warranty, is very much a shame. They have not provided well customer service and very much lack professionalism, and communication. I feel very much robbed.

  Business response

  04/25/2023

  Hello BBB, Heins Jeweler's and the consumer have agreed to repair this watch for a 2nd time. The customer is aware that if he attempts to work on his watch after the repair is complete, that it will void the 1 year warranty.

  Customer response

  04/25/2023

  I accept the business's response to resolve this complaint.

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