Jacob wrote that he called our customer service department but failed to identify the person to whom he spoke.

Referencing that time frame, I know who handled those calls and to make a statement to any customer like the one semi-quoted by Jacob is extremely hard to believe.

The person heading that area, then, was totally above reproach of any kind, always telling the exact truth to anyone making an inquiry.

Jacob made a nice purchase for his mother. Backed by all our guarantees, of which he received a copy, as well as our willingness to do whatever it takes to keep all or any customer happy, including making refunds if need be, we believe it was actually his good fortune to have made his purchase through us.

The reference he made to the stamp [MAKER'S STAMP WITHHELD] reveals our chief supplier; hence, having it on your site can further undermine our efforts to keep our family business intact and continue to support our employees and their families across the country.

Lastly, Jacob’s reference to the JW Marriott hotel, in the context of his letter to you, may have a poor effect on our continuing expansion and our efforts to attract new hotels at which to have events.

A reference to any hotel, due only to the fact that it was one of our venues, can have the wrong impact on another hotel.

David, as one businessman to another, I am writing to ask you if you would consider deleting Jacob’s inquiry from your site. After all, it’s been over a year and a half, and we have not heard from him again.

We have no problem responding to any inquiry made about our products and programs and would welcome contact directly from Jacob were you to communicate with him to do so.

But, in all due candor, when one writes in the way Jacob presented the facts, it casts a serious penumbra where one should not exist.

Thank you very much for your support.

Sincerely,

Steven [NAME WITHHELD FOR PRIVACY]
President

While I am very grateful for your feedback, there is going to be a problem removing the item on the AllExperts site – as I have no control over what they publish.

I simply answer questions best I can.

However I am prepared to add your FULL Statement above to my own website, so that others may see your concern.

You might also like to add this query to my Jewelry Forum at http://www.online-jewelry-appraisals.net/jewelry-forum/ as other may have had a similar problem.

Can’t hurt anyway and who knows what answers you may get.

Hope this helps…

Periodically, I scan various search engines to see if any of my customers have had a less than pleasant experience in dealing with my company.

The other day, I happened to Google my web site address (I usually only use my company name) and noticed that you had fielded a query from a person who worked for a Marriott hotel about a year and a half ago.

In reading through this person’s inquiry, I noticed that many facts were improperly presented and could cause serious problems for an outstanding business entity that supports a lot of people.

[COMPANY NAME WITHHELD FOR PRIVACY] has been active in the hospitality industry for over twenty (20) years. We regularly conduct one-day events at a network of over six hundred (600) of America’s finest hotel properties.

During these past two-plus decades, we have been recognized as one of the Best Employers for the Working Family, as one of Florida’s Top 100 companies, and as one of the top Family Owned Florida businesses.

We support the Orlando Magic Youth Foundation, the Westgate Foundation and Habitat For Humanity, to name a few.

In short, we are a well-respected company that has no recorded complaints on file with any agency of which we are aware. Further, we belong to the Jewelry Vigilance Committee and are a member in good standing.

The problem, here, arises from not only misstated facts but from facts not revealed.

This person, as you noted, paid a fair price for the item purchased. Without his name or other identifying information, we are unable to know exactly what was purchased; however, from his description it sounds like it was Vermeil.

Unfortunately, many people like to think that all jewelry is solid gold, and, when they discover that their purchase was not, they are unhappy.

However, as you know, I’m sure, some outstanding jewelry items may very-well be gold-bonded-on-sterling (Vermeil) and wear extremely well and last a lifetime.

In the event that Jacob was ever dissatisfied with his purchase, we offer a Lifetime Equity Exchange program whereby he can exchange his purchase for any product we offer, including something in solid gold.

We allow 100% of the purchase price in exchanges. Further, should the item become lost or stolen, we back it with an “insurance” policy that replaces it for only 25% of the original purchase price.

Finally, in certain cases, where necessary, we will refund a shopper’s money.

Every customer receives a receipt listing all our guarantees. These include the Equity Exchange and the “insurance” plan.

On the face of the receipt, it is stated that the purchase is “Min 14k/40 mils” which is explained to the customer as a “Minimum of a 40-mil thickness of 14 karat gold bonded to jewelers metal”.

We are very cautious in this regard, because we don’t want anyone confused about what was purchased.

Steven [NAME WITHHELD FOR PRIVACY]
President [COMPANY NAME]