I am writing this letter to express my disappointment and frustration with Moody’s Jewelry in Tulsa, Oklahoma. My family and I have been ignored and neglected by their employees for almost a year now. I have given them multiple opportunities to amend their mistakes but they refuse to take notice of or acknowledge our concerns. My wife and I have been married for three wonderful years. I decided to use a diamond stone from a family heirloom that has been passed down for generations. I went to Moody’s Jewelry to find the perfect wedding band to place it in. One month later I was placing it on her hand. We both admired its beauty. We both agreed we have never seen a more beautiful ring. I purchased the band from Moody’s for four thousand dollars and they appraised, for insurance reasons, my family heirloom diamond at ten thousand dollars. They agreed to set the diamond and warranty their work for free as long as we would bring the ring by one of the Moody’s stores once every three months, which we did. The problem with the ring, more appropriately the setting, began a little over a year later. Darrah noticed that it sounded as if the stone was vibrating when she would shake it near her ear. I also shook the ring and could hear the resonant effect. We decided it was best to stop wearing the ring until we could take into a professional at Moody’s to correct the problem which they did. After two months of wearing the ring we once again noticed the rattling sound so once again stopped wearing the ring and took it to Moody’s for repair. This process of wearing the ring one or two months, hearing the rattling, and taking it into Moody’s for repair happened a total of SIX TIMES! After the third time we informed the employees that their prior attempts of repair have all been temporary and they might want to look into the root of the problem for a permanent fix. They obviously never did because this ground hog day nightmare of a dilemma continued three more times for a total of six. Unfortunately this problem, though annoying, is not the most prominent source of anguish caused by Moody’s. That award goes to the Moody’s employee who told my wife even though she could hear the rattling in the ring there was absolutely zero chance of the stone falling out of the setting. My wife said this employee almost made her feel stupid by the way she laughingly said “no dear, there is no chance of that stone falling out”. The employee also stated that Darrah could continue to wear the ring when it rattles without fear of the diamond falling out. One month after this conversation and one month after the professionals “fixed” the ring it once again began to rattle. The next day, which was Thanksgiving of last year, after six times of Moody’s employees so called fixing the ring, and the employee laughing at my wife for not wearing the ring, disaster struck! While at our families get together eating and visiting my wife’s cousin asked, “what happened to your stone”. My wife couldn’t even bring herself to look down at the ring because she knew what happened. We were both sick to our stomachs while we searched and searched for hours, then days, then weeks. After admitting defeat in our search we approached Moody’s to voice our vexation with their employees who mended instead of fixed the ring on six occasions and the employee who told us there is no conceivable way the stone could fall out. Instead of being met with concern and possible ways to amend the situation we were met with resistance in honoring their warranty and also resistance in helping us in any way at all. I felt as if the managers would just tell us what we wanted to hear rather than truly try to resolve the situation. Eventually the employees ignored me all together. Luckily over the past year I have recorded the number of times I have contacted Moody’s or left messages. My wife also wrote one very heartfelt letter to the owner which I doubt ever got into his hands and if it did we never received any sort of response from. I also recorded the number of times they have returned my calls. 31 to 7 is the ratio of how many times I have called and the number of times I have been called back. Many of these times I have given days, weeks, and even months to return my messages with no response. This prompted me to have to drive to Tulsa and physically go inside the store to get any type of response whatsoever. The most recent contact was via text message. In a previous meeting with a manager we agreed that I could have a meeting with the owner to discuss our year long struggle with his company. The manager instructed me to text him what days would be good for me and he would then set up the meeting with the owner. The following week I texted him and I received a response of 10 4. That was three weeks ago with no other response. Déjà vu my nightmare ground hog day continues. The work and statements by employees is ultimately the responsibility of the owner. Due to the frustrating manor in which Moody’s company employee’s have ignored my calls, disregarded their responsibility for the situation, and neglecting to truly try to help me I am now asking they honor their warranty and refund me the entire appraised value of the diamond or replace the stone with a diamond of equal value. This will allow me to take my business to a company that actually cares about its customers. I truly dislike having to pursue this route but due to the disconcerting manor in which I have been treated I feel as if I must take drastic measures to hold Moody’s employees and owner accountable for their actions that have resulted in this situation.
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