My fiance purchased an a engagement ring and a wedding band from the West Edmonton Mall location. We had good service with the sales associate there but it was downhill from there.
We had stored the wedding band in storage as the wedding is not until Sept 19th but every 6 months we have to get the ring serviced by Ben Moss to keep the ring under warranty. Around Christmas we got the ring serviced (at the Kingsway Edmonton store) and while at the store the sales associate put the wedding band and the engagement ring in the steamer to be cleaned, while in the steamer a diamond fell out of the band that had never been worn before (the one that was in storage), the sales associate asked us to leave the ring and she would have it repaired. My fiance went back to pick up the ring when it was done and when he brought it back to me I had noticed that the diamond looked and felt like it was not set in the ring properly, the only problem was that we had to head back home to Medicine Hat so we were unable to go back to that same store.
The following day after coming back home to Medicine Hat I called our home location and explained the situation, the sales associate there suggested we go back to edmonton and have the same jeweller smith look at the ring since he was the one who did the work (thats a 5 1/2 - 6 hour drive). I was frustrated so I called the customer service line where I left a message and 3 days later no one had called me back to address any of my concerns. I went in to the Medicine Hat store and explained the story again and this time an associate said well if the diamond falls out just bring it back again.
So just last month we decided we wanted to now get the rings soldered together. We took the ring in to the Medicine Hat location where it took a week to be soldered and when my fiance went to go pick it up he looked at the ring before taking it home to make sure that everything was okay this time and sure enough the diamond fell out AGAIN! once again we left the ring with Ben Moss to be repaired. This time I was quite upset so I called the customer service line again and this time asked that someone actually call me back and someone did.
The district manager for the Medicine Hat location said she would order me another wedding band and take the one I have and resolder the new one to my engagment ring. I was glad someone was finally doing something.
BUT silly me decided to give Ben Moss another chance, this time my fiance bought me a ring from them for my birthday. The birthday ring needed to be sized and the girl that work at the store wrote a promise completion date for the Friday that week. When Friday rolled around my fiance called to see if the ring was done but it wasn't, the girl that he spoke with told him to come by on Monday because it will be done.
On Monday after work we stopped by the store and the ring still wasn't done but this time the sales associated looked in a book and said that she was just going to call the gold smith. When she got off the phone she said his shop must be closed but when he does drop offs he does them in the evening so not to bother stopping in that night but to try back the next day on the Tuesday and it should be there.
Tuesday my fiance decided he would call first and when he called the associate that answered said the ring still wasn't there but that she would call him back. When she called back she said that they had to send the ring out because my fingers were too small and no gold smith wanted to touch the ring so they had to send it out so it would take ANOTHER WEEK. Well its nice that no one called us to tell us this.
Ben Moss has the worst communication, they don't call you back when you leave messages unless you talk to somebody who is anybody. So we returned the ring. Originally we were going to buy another ring later on that week but thats no longer happening. I called Ben moss to explain what had happened this time and let them know how I felt about the service and all they could do was appologize. I appreciate a simple sorry yes but how about just try having better service and maybe going that extra mile for a customer - isn't that what service is about. They didn't seem to want my business because that was the end of that and they haven't done anything for me or my fiance since the whole ordeal. I have been kind and never spoke towards anyone in an angry way and yet they still treated me as if they didn't care to have our business anyway.
Never ever ever will we shop at Ben Moss again and the funny thing is that when I was talking to the customer service the last time I had a patient in my waiting room at the office I work at that overheard the whole thing and said that she herself had nothing but BAD service from Ben Moss.
Ben Moss is now lying claiming that the district manager called me after this whole scenario and resolved the issue. This is a lie because I never got a call and if I did I would admit it!! Its not like its something to lie about