Ben Moss Jewelers: Not ALL Are Equal
If you live in Alberta, I suggest you read this.Since living in Alberta I have always purchased all of my jewelry from Ben Moss Jewelers in Southgate Mall, Edmonton Alberta. I always enjoyed the customer experience in that store. My first engagement ring’s side diamond turned yellow. Diamonds do not turn yellow. I brought it back and chose another ring, a higher quality ring.
I live closer to Red Deer, so whenever I go I make sure to get my ring inspected and cleaned (it’s for the Diamond Guarantee warranty). There has been times where I forget my card or am a couple days later then six months (in those days it was rare I got out of my town) and it was always Parkland Mall in Red Deer that gave me a hard time, but no big deal because it always turned out fine.
In May I had my ring resized for my wedding and had it shipped away out of the Soutgate Shopping Mall branch. It came back and it wasn’t until a couple of days before my wedding where I noticed a prominent line on where they made the cut. After my wedding the line split. My ring was cut in half. I just started my new job and didn’t have time to head on up to Edmonton to have them fix it.
I was at the CrossIron Mills mall in Airdre and I showed the Ben Moss Jeweler and he told me that it should be fixed no problem. So when I drove through Red Deer, I figured I would drop it off at Parkland since it was closer to where I lived them Edmonton.
And this is where the problems started…
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Because I no longer had the comprehensive warranty on my ring the lady (who claimed she was the manager) at the Parkland Mall Ben Moss in Red Deer said I would have to pay over $200 for the fix and $50 to have them soldered. When I asked if I could just re-purchase my warranty for the $50 she said no. She said you can never purchase the warranty at anytime and it has to be immediately after the warranty expired. She then told me in a rude manner that my diamond will never be guaranteed again and that if it falls out I’m screwed. I also explained how my first diamond went yellow and she said they do that if I live in the country (I lived in Leduc at the time and no one else had that problem). I walked out of there in tears. I felt so upset with Ben Moss as a company and didn’t have the nicest things to say.The Solution….
I went to Southgate Shopping Center Ben Moss last Saturday and showed them the split in my band and the response I received was, “No problem, we will have this fixed immediately.” When I explained my situation with Parkland Mall’s Ben Moss the two ladies I dealt with looked at me and told me that at any time I am welcome to renew my diamond guarantee as long as there isn’t already an issue with my ring (like the diamond falling out). So for $50 I had my rings soldered, rhodium plated and my split was fixed. I told them the Parkland Mall’s solution to the diamond turning yellow and they told me not to believe her and no matter what diamonds should not turn yellow. With all the horror stories I hear about companies swapping diamonds, this concerns me. When I explained my frustration with Parkland mall and what the lady told me they suggested I complain to head office and that is exactly what I am doing. I picked up my ring yesterday and it looks great.
So from now on I will ONLY deal with Ben Moss at the Southgate Shopping Center. They treat me like I am a valued customer and don’t look down on me. I have never walked out of there disappointed. Their customer service is outstanding and I recommend them to each and every one of you Albertans.
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Thank you to all of the staff of Southgate Shopping Center.
A side note for the people of Red Deer. I have had pleasant exchanges with Bower Place Shopping Center, but I have only ever gone there to have my ring inspected. So I can’t speak on my shopping experience with them.
Woohoo!! Didn’t realize you were an Edmontonian like me, i also only shop at Ben Moss but Kingsway and Londonderry, i lost a diamond in my wedding ring 6 years after i purchased it and they replaced it for free!! Now thats customer service!
Wow you went through a lot. I have never purchased any jewelry from Ben Moss but l really appreciate this information. I’m so glad it all worked out in the end.
Just wow!!
My husband bought my engagement and wedding ring from Ben Moss in RD – I’ll have to ask him which one.
I kept up on the ‘check-up’ for a couple of years, but then forgot. It seems like too big of a chain these days to get a good product and great service. The last few times he has been shopping at Mitchell & Jewel and we are very impressed! Excellent quality too!
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I have just gone through a horrible customer service experience with Ben Moss.
As a long-time customer of Ben Moss (30 years), I didn’t hesitate to take my watch to them for repair. BIG MISTAKE!
They advised me that they would send my Eco-Drive Watch directly to Citizen for repair.
They would only be charging me for shipping (uninsured) at a cost of $45.00.
They advised me that I would only pay what Citizen would charge for the repair.
The repair charge from Citizen came back at $95.10 .
Ben Moss charged me $212.75 for the repair that Citizen did.
Add on the $45.00 and the privilege of being a Ben Moss customer cost me a total of $257.75 (+GST).
I lodged a complaint with Ben Moss head office. The regional sales manager for the Calgary area called me back. She confirmed that it was standard practice to up charge for any service that they have others suppliers do.
I can see them charging me for the shipping and a small markup on the repair charge… but more than double?
Come on Ben Moss! Is this how you treat your loyal customers, with a money grab that is nothing short of thievery?
Well, I will NEVER step foot in a Ben Moss store again.
That is so disappointing to hear. They shouldn’t be charging for a service that they’re not even doing.