On Oct 2nd I went to Jon's Fine Jewelry to have a unique one-of-a-kind earring over $10,000 bought in Toledo, Spain I purchased for my wife while on vacation repaired. Previously there was a jeweler on site, and I thought it would be quick to repair a precious stone that had a bad mount allowing the stone to come out. The jeweler had retired, and they indicated it would have to be sent out for repair and would take 30 days to fix the mount. Since I was there, I went ahead and said have it done and it was supposed to have been back on 2 November 2024.
I waited until 2 November and called about the earring. The lady who answered said she would look for the item and put me on hold which was no big deal for about 5 minutes. Then she came back on the phone and asked me my name, address, etc. but could not locate the item. She indicated she would go in the back and check again and put me on hold. I waited again for about 10 minutes, and she finally came back to the phone. I think she found the ticket and said it had not come back and would come via Fed Ex and had a tracking number. I asked when it would arrive since she had a tracking number. Again, she put me on hold and said she would get back to me. After a few more minutes she came back and asked for me to leave my name and number instead of telling me when the item would be delivered. To me she was totally incompetent that she could not type in a tracking number or give it to me so I could see when the item would be back for me to pick up. This lack of customer service and laziness was totally unacceptable as a customer so I got in my car and went to the store in person to find out when my item would be coming back.
I went in with the receipt and the same lady -middle aged and fat I spoke to on the phone was there and there was only one other customer in the store that the other associate was taking care of, and she was just standing there doing nothing. All I asked is when my item will be available to pick up. She told me to go stand in the corner and she would think about it when she felt like getting my answer. I just said this is unacceptable behavior on her part and she could either get the answer or I would call the local police to make her provide the answer. She refused, so I left the store and went across the street and called the non-emergency number to get police assistance.
While the police were enroute she came out of the store and was yelling at me while I was talking to the police on the cell phone. I walked further away and waited for the police. The police arrived and she ran to them trying to act like I was the aggressor. I kept my distance and waited to talk to the officer. She told the police I was a previous employee, and she had fired me, which was a complete lie and just absolute crazy. I felt like I was dealing with a mentally challenged irrational individual that didn't have the ability to function on a normal basis. I am a retired USAF officer and simply a customer and only wanted to know the status of my item. The officer went inside and talked to her and came out after about 15 minutes and told me my item would be available to pick up on 5 November and handed my jewelry receipt and said probably a good idea to call them when I was notified it was available to avoid any further issues with this crazy person.
I got called on 5 November to pick up the earrings and called the police to go with me to avoid another incident. I went into the store and picked up the repaired earring and another employee was there, so I had no issues since they saw him standing behind me. If I were you, I would never go to this store for any jewelry issue since there seems to be a crazy potentially violent person working there that does not want to do anything to help customers. It is by far the worst customer service I have ever seen and the jewelry there is not great, and way overpriced from other jewelry stores I have seen. I could have easily gone to the Melbourne mall jewelry store and got a lot better service and did not have had to involve the police to get basic customer service and not experience a crazy person in the process. read more
