ComplaintsforGalina Fine Jewelers

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I emailed Galina in several attempts to ask them if they could recover the gold jewelry thst had been mixed together with the rest of my deceased grandmas jewelry. She collected and many things were marked and I tested s lot of it prior..They agreed.I send them an email so theyd get it first thing in the am snd had someone drop it off around Noone giving them full permission to do what they needed to test it.My friend shows up at noon and refers to sll of the emails. She gets s nasty look on her face dumped a bag and used a magnet carelessly thst picked up a small amount of the jewelry (1/10tg) and started talking to him like he is stupid and calling it cheap costume jewelry. He kept telling them to re fee to the emails but they were all dumb founded and had no comprehension for what an email is. He left the crate and when he returned with a bag he forgot the epeople said there was 1 single pioce on silver in it and made him take it back with the full box. When I received an email saying they didn't even hsve a chance to look at it I was livid because this companybsttaight up lied. I could tell when I got the box back that it had been thrown to the side and untouched besides the top bag which is missing a 1930s 14k gold watch. Everything was exactly how I had secured it originaly. I even offered to tip them good and sell it to them discounted. I had to go to the refinery and only after picking out less than half I walled away with over $12k after them losing my watch and costing me A LOT ON GAS. They don't answer emails or real them

  

  Business response

  07/05/2023

  Good morning ******,

  
  

  Here is our official response. 

  
  

  Thank you for your patience. Please advise what our next steps are.

  
  

  
  

  To whom it may concern:

   

  This is an official response to the complaint from ******************************

  There are several discrepancies in this complaint:

  1.     Victoria communicated with the store through emails only, she never physically visited the store herself, she had never had a personal interaction with the employees. As ******** stated she sent her friend over to drop off the jewelry. Therefore it would be fair to say that the description of our employees behavior is a hearsay. The store has a great reputation, and we pride ourselves in customer service skills. Its the policy of the store to treat every client equally and with respect.
  
  

  2.     Each item was properly tested by 3 employees, which took 2 hours. It was recorded on camera, therefore for the client to state that the jewelry has been neglected and not properly tested is again hearsay.
  
  

  3.     The client claims that she went to the refinery and sold her jewelry for a greatly exaggerated amount. For the record, refineries are available for businesses only. Therefore, since ******** is a private person, she could not possibly have sold her jewelry to the precious metals refinery.
  
  

  4.     The second time more jewelry was brought to the store and was left for examination, the client changed their mind and requested to not test anything and return it instead, because she was disappointed with the first results. Therefore, the jewelry has not been touched, as the client states, but not due to the neglect but due to the clients request.
  
  

  5.     After careful examination of each item the first time around, no gold items have been detected. There was no gold watch found in the mix. We have no history of theft at the store and take security precautions very seriously. As mentioned above, we have cameras in place and all activities are recorded 24/7. Furthermore, when the jewelry was being returned to the client, it was examined by the client and accepted for return. The store is not responsible for what happens to the jewelry thereafter.

  
  With that being said, we do not agree with the clients complaint and consider the accusation inaccurate and unfair.

   Every year, we have a high volume of precious metal purchasing and pride ourselves in being knowledgeable, courteous, and honest with our clientele. Also, our employees are professionally trained to test for precious metals and stones.

   

   

  Galina Suvorova

  Galina Fine Jewelers

*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. ↩