FOSS Jewelers Lack of responsibility Selinsgrove Pennsylvania
Took a piece in for my son's birthday. My son has autism and this was a treasured piece for him that he bought with his own money. It was a pendant and the portion where the chain went through needed to be replaced with one of real silver. The stone was fragile but I was told they would not need to touch the stone and would create one for my son since they did not have the right one in stock. Got a call and was told they broke the stone. They did not recommend my son use it as a pendant although he has been wearing it for about a year, no issue. They offered to make a wrap of silver wire and expedite the creation process due to the situation which I would still be paying for as I would expect. Got a call today and was told the goldsmith did not want to deal with it or have any responsibility for it. While the stone was not expensive, it was my son's. IT WAS NOT BROKE UNTIL they broke it. So, now we have this stone that is broken and can no longer be worn due to the neglect. When I picked it up today, there was not a care in the world that this happened. There was no offer to even try to replace the stone for my son. I have decided that I will not take my business to them for the items of real dollar value because of the lack of respect and concern in handling this situation. VERY heartbreaking to say the least. Terrible service, respect for property, irresponsible and not trustworthy. Sorry, but people need to know what happened.
1 Updates & Rebuttals
Dan
Selinsgrove,Pennsylvania,
USA
Broken Stone
#2REBUTTAL Owner of company
Mon, December 05, 2016
I am writing in response to the post regarding the damaged stone and lack of caring customer service with this individual. The event did happen and what was written is true. I had met with the son's Mother the day before this incident and gave instructions with an associate to meet with our Goldsmith to devise a plan to repair and restore the stone then meet with me to discuss our options. Her son was upset and rightly so. The following day is when they were called in error and led to this.
I am very happy to say I met with the Mother and son whose stone was broken. I am personally restoring and repairing his stone and am fabricating a custom frame to hold his stone. What makes me the happiest is that I know I have made new friends for life! I completely regret that this incident happened and the way it was handled was wrong. I have had meetings with my staff and reminded them about the sensitivities and respect me must show everyone no matter what the value of an item or circumstances. Everything is precious.
This post originated on Facebook and was quickly removed by the Mother within a couple hours of posting it. It does not remove what happened but should serve as a lesson for us all. Treat everyone with respect and courtesy and no matter what stand behind what you do. If you make a mistake then correct it and learn from it.
I look forward to completing the pendant for them and hope to do this for Christmas. I look forward to giving the restored pendant to him and we will update this posting with postive news!
Thank You, Dan