ComplaintsforRiddles Jewelry

• Initial Complaint

  09/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 13th I took my wedding ring into the *********** Iowa location get my stone reset because it fell out. This is also where my husband bought the ring back in 2017. Sales rep told me it should only be a couple of days to receive it back. I pick it up the same day just a few hours later, not only is my ring changed colors but my stone sets lower than the original setting. I go back in after showing my husband, just to get a second option, and he to verifies that yes it's changed colors. So I show the sales rep and he tells me the jeweler heat treated my 2.5 carat dimond and if I wanted to get my prongs back to original height and my dimond not yellow that I would need to send it into corporate in South Dakota. I kindly declined the offer because I'm not trusting them to send it and get it back in the original form as they clearly just ruined my wedding ring. No remorse, no sympathy nothing just yeah she heat treated your stone it's permanently yellow, and your ring sits lower bc she shortened your prongs. I call corporate can't reach no human so I was left to leave a voice message on their general voice mail. The following day I had a missed called and voicemail, because I was at work and couldn't answer, so I call the gentleman back who left the voice message, again no answer. I call this number back for 3 weeks straight no answer or call back, and I make sure I'm calling at different times surly I would catch someone. I also sent 2 separate emails to the general email address listed including everything from the conversation to before and after photos of my ring. The only thing i didnt include in the emails was the recording of the sales representative admitting that the jeweler did heat treat my stone and shorting the prongs on my ring. Still nothing. I have given them ample enough time to respond leaving my phone number and email address, everything that i can be reached at and I still haven't had any response from anyone. I just want my ring back to normal.

  Business response

  10/30/2024

  When speaking with the regional manager, the customer was contacted about the issue with the jewelry. 

  When the ring was brought back to the store the regional manager realized that there was dirt on the stone that was there when the repair was done. 

  The ring was cleaned and repaired to the satisfaction of the customer. The customer stated that they were happy that it could be returned to the original condition. 

  The setting was changed to ensure that the stone would stay in the ring better. 

  The discussion with the employees in the store was done to correct the way the response to the customer was handed to ensure that there isn't an issue in the future. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In March of 2023 my mother dropped off my wedding ring to have a side stone replaced & repair the bent ring so that it could be worn. When I stopped at store in May 2023 to pick it up they couldn’t find my ring. They were unable to do the repair locally & had mailed it out to their Omaha location. Finally by July they admitted to losing my ring. I went back-and-forth with ******** ***** and then she told me that Landon would be taking over that was in November 2023. He said that there was a credit of $6000 at their store in Hastings for me to use. I told him that I didn’t purchase the ring there. I purchased it originally from Nebraska diamond, and I don’t know how it makes any sense that I would buy a ring from riddles now sentimental value cannot be replaced and I only took the ring there to be repaired. He insist that I use a store credit and that’s the only opt he’s willing to take. I said that they should be insured for theft and other situations like this.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My engagement ring, purchased in 2009 has a lifetime warranty for diamond replacement as long as the ring is checked by Riddles every 6 months. I have done this religiously up until the pandemic when stores were closed. The ring(s) were purchased at the Kearney,NE store location. We have now relocated to Hastings, NE, and have experienced a horrible customer service issue with the Hastings store. My rings were examined on December 31, 2023 by an employee named Symphony, and also on May 18, 2024 by an employee named ***. *** examined the rings, cleaned the rings and returned the documentation without signing off and stamping that the rings had been checked and in good standing. He returned the documentation without making any statements regarding that documentation. This has happened in the past with the Kearney store as well. Upon checking the document I noted it had not been signed or stamped. I immediately went back in to the store requesting a signature. *** refused to sign the paper because there had been a lapse of dates documented. The Kearney store had a computer system mishap and our records were deleted. What we had been told about our records being stored for safe keeping was inaccurate. I have left two voice messages for the regional manager, ****** ****** and I have sent an email outlining the issues experienced on May 18. Basically, due to Riddles failure to sign my document although my ring is in fine condition, my lifetime warranty on that diamond is void. This is unacceptable and will not be tolerated. If I need to file a lawsuit for breach of contract I will do so. We were treated disrespectfully and the store was filled with chemical odors that I am extremely allergic to. The employee *** continued to hold me hostage in a debate over the signature although I was having a severe reaction to the toxic cleaners, throat constriction and airway obstruction from inflammation, he laughed at me. Nothing has been resolved and they continue to ignore me.

  Customer response

  06/04/2024

  After multiple attempts at communication and seven days since the incident explained in the complaint, I succeeded with acquiring the necessary signature for my engagement ring warranty. The original interaction with the staff at Riddles's Jewelry was most unfortunate, and he, **** the employee was in the wrong. This has been explained by the regional manner. *** did not respond correctly which was a huge insult and waste of my time. Their error has finally been corrected. I will say, however, there has been no apology from the company. I took my ring to the original location where it was purchased,  after being directed by the regional manager that yes, indeed, my ring should have been properly documented. I will never return to the Hastings store due to their poor customer service and disrespectful attitude. Thank you for your assistance. Consider this matter resolved. Most appreciated. 

*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. ↩