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Wirt's Jewelers complaints

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6911 JFK Blvd.
North Little Rock, AR 72116 | Get Directions

(501) 835-8659

http://www.wirtsjewelers.com

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Total Amount in Dispute:
$581.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Wirt's Jewelers closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
1	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Wirt's Jewelers

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11/22/2022

RESPONSE: Refusing to make an adjustment Amount in Dispute: $581.45 Amount Settled: $0.00

Customer Complaint

11/3/2022

I took my engagement ring and 2 wedding bands in to Wirt's Jewelers on Saturday, 10/29/22, to have them increased to a larger size and a "u spring" added since the knuckle on my ring finger has gotten bigger over the years. One of the owners, Lance, told me it would be $581.45 and gave me a written receipt with that amount along with the instructions on what needed to be done to my rings. He said my rings would be ready for pickup within the week. I received a call from Lance on Wednesday, 11/2/22, saying that he had quoted me the wrong amount for the adjustments to the rings that I had requested. He said that instead of $581.45, the price would be $917 which is almost double what he had told me that it would cost. I questioned him saying that I had a written receipt with the amount of $581.45 that he had given me. I said that he should honor his written quote. However he basically apologized and said there was nothing that he could do and if they did the work, the price would be $917. Needless to say, I went that day and picked up my rings and will do my business somewhere else from now on. Resolution Sought Honor the written quote of $581.45 that they gave me

Company Response

11/16/2022

On Saturday 10/29/2022, the complainant came into our business requesting to have her wedding rings sized. Because she had a concern that sizing the rings up from their original size might cause them to spin on her finger. To help accommodate that concern, additional options were offered from replacing the shanks of the ring with arthritic shanks to lesser expensive options of compression rings. The initial employee helping the complainant is a newer employee that is still in training. The employee requested the assistance of Lance, one of our owners as well as our other owner Kelli. There was a lot of changes in the conversation and our newer employee was confused while inputting the actual tasks into the original quote. It was over looked by Lance that the charges had been missed at the time. When our bench jeweler went to perform the work, she found a discrepancy in the listed tasks. Other than performing any work, she stopped and went for clarification. That is when it was discovered by Lance that the charges were completely over looked. The retail price would have been $1,689 before tax. Lance then called the complainant to apologize for the mistake. He offered to do the work for a greatly discounted amount of an additional $300 over the original quote instead of $963.00. This would have just covered our cost of materials. The complainant decided that she did not want to pay for any additional amounts and decided not to have the work done by our company. We didn't do any work and she didn't pay an amount.

Customer Rebuttal

11/16/2022

Bottom line is that the owner gave me a written receipt/quote which included details of what needed to be done to my 3 rings and the price on that receipt was not honored.

Company Final Response

11/18/2022

Yes, we are humans and made a mistake in the price. When we reached out to the complainant to explain the mistake the complainant wanted no other solution than the work be done for free. At that time we used our right to refuse to preform the work for her. Not only because it would be a major loss for the company but also from her response we didn’t feel that we would be able to satisfy her expectations. We strive to have business relationships that are mutually beneficial for both the customer and ourselves. We hope that she finds a better business fit to suit her needs.

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