J.B. Robinson Jewelers Complaint - Don't Waste Your Money/Time of Warranty Poor Repair
STERLING HEIGHTS, MICHIGAN -- 02/27/00 Purchased ring and insurance for approximately $240. Ring had to be inspected every six months to keep warranty coverage. Total cost $3112.00.
03/28/09 Ring needed prong repaired; I missed the last 6 month check up, so I lost insurance coverage. Prong cost $88.00 to repair.
04/05/09 Re-purchased warranty for $159.00 after last repair.
12/24/10 Ring needed repair… fix prong and tighten center stone. Salesperson was able to rotate the diamond in the setting.
01/07/11 Approximate date of pick up. Did not notice color difference immediately because I did not put ring on right away. I was tanning and often do not wear my ring(s)/jewelry.
01/17/11 This is an approximate date. I did not get the yellow slip back when I returned the ring this time. I returned to JB Robinson with the ring because of a copper color across the top of the ring and around the diamonds. The ring was sent back to the repair shop once again and I waited…….
02/15/11 My husband stopped to pick the ring up. It was still copper color and he refused to take it as it was. The yellow slip stated “Pls make gold: gold color in cracks and everywhere”. The band around my finger was not discolored nor was the inside of the ring that touches my skin. The gold was across the top and around the diamonds. JB Robinson put on slip: RUSH NEEDS IMMEDIATELY.
March ’11 We were promised by store manager that the ring would be fixed to satisfaction. When I picked it up next, it looked perfectly fine. I wore it about 2-3 weeks and noticed the copper coloring resurfacing all around the diamonds again. At this point, I started to do some research of my own and found out that when gold is heated at too high of a temperature, the gold takes on a copper color. This occurs because high temperature causes the copper alloy to rise to the top. The way to fix this is to polish it to remove the copper tone or plate the gold, which is what I believe the repair person tried to do, but the color surfaced again. I forgot to mention that while looking at the ring under my classroom microscope, one of the prongs had a hole in it. This was verified by Tonia and one other store personnel.
I called the store; they contacted the repair shop. The shop said that they would need to “test the ring for chemicals” and that they had never heard of a ring turning copper color. Ironically, this is how jewelers make Tri-Gold items by heating gold to different temperatures. At this point, I was a bit skeptical about the knowledge of the repair shop. I shared with her my findings in my research. I was then given the Customer Care number 1-800-732-8131 and connected with Elizabeth at ext. 6176. I went through the WHOLE ordeal with her one more time. She told me that I was to return the ring to the store and they were to send it out to another repair shop and not the original one because it would keep coming back in the same condition. I had told Elizabeth that I was taking the ring to another jeweler to verify or disqualify my findings about the ring being exposed to high temperatures before I left it at JB Robinson. Elizabeth assured me that they would not try to pull something over on me.
04/19-11 I got a call from Nicole as advised by the manager, Tonia Jackson, because she wanted to get the message out to me since she would be off until Thursday. Nicole told me that the repair shop determined that a chemical changed the color and perhaps I was taking a new medication or using something that caused the color to change. This is absolutely ridiculous. First of all, any medications that I use is what I have been taking for years. I am not using new cleaner nor have I come in contact with chemicals. I asked Nicole, “If it was indeed a chemical causing the color change, why isn’t the color changed on the underside of the ring…that part that comes in contact with my skin?” The copper color is only around the diamonds, which is exactly where the prong was fixed. I was put on hold about four times over the next 20 minutes so that she could try a find a contact number for me. Nicole then turned the phone over to Stacie. Things went from bad to worst. Long story even shorter, Stacie told me that they contacted customer service and that they stand behind what the jewelry repair store stated…the gold was breaking down because of a chemical and there is nothing they can do about it. I was to do whatever I needed (hire a lawyer, etc.) to recoup the damage done to the ring.
04/20/11 I have contacted Elizabeth twice…once last night after the call from JB Robinson and once at 10 am.
04/21/11 At this point, I have now left four messages for Elizabeth at Customer Care and no return call.
04/22/11 Ring was picked up from store. Repair stated that “tarnishing not caused by shop. poss. chem. contact or body chem.. mixing w/lotions, perfume, etc. on guest.” Ring was polished once again. The underside of the diamond again shows a reflection of copper coloring.
04/23/11 Taking ring to Massoud Jewelers in Troy for evaluation. As they suspected, the other repair shop used a “low karat solder” and the prongs were pitted with tiny holes in the metal. There was no indication of “chemical” contact or body chemical. They stated that it was clearly repair related. With absolutely no help from JB Robinson Jewelers and the fact that I spent $400.00 for warranty/repairs, I had to purchase a new band to set my solitaire diamond and the six enhancers into. The cost was $1800. Finally, I heard back from Elizabeth. She called the home phone, which I never gave her, instead of contacting me by my cell phone. She claims that she was out of the office, even though her answering message stated that she was busy with other customers and would get back with me as soon as possible. She, too, said that they stand behind JB Robinson repair shop. No surprise there.
04/23/11 Now is my turn to let other suspecting customers really know how JB Robinson treats their customers and their customer care service. I will be contacting Angie’s List, Consumer Reporting, Better Business Bureau, Facebook, Channel 7’s Ruth to the Rescue, etc.