Royal Maui Jewelers

Review: I purchased a watch for my husband at Royal Maui in August of 2007. I paid approximately $3000 for watch. Since then, we have always returned there for repair and/or service on his watch. Recently, I took his watch in for a repair. A male employee called me a few days later and told me the watch needed servicing beyond the repair. He told me the total for the repair and service would be between $500-$550. I agreed to this. Today, we returned to pick up the watch, and the final price was $754. I told the woman who was helping us this was far above the original quote. She showed me a very sloppily written receipt itemizing the pricing. She could see we were upset and sent for the manager. The manager said he could, "See if there was something he could do." We were incensed. The thing to do was NOT haggle with us, like this was a used car experience. We paid the bill and told them they had lost our business. We believe they either overcharged us for the repair/service, or they purposely lied about the price of the repair/service (a bait and switch).Desired Settlement: We would like a refund of $200.

Consumer

Response:

Hello-

Thank you for the update. Not only has this issue not been resolved, but it has gotten worse. Two days ago, a pin fell out of a link in my husband's watch. The very same watch we just spent $700 to have repaired. I was going to file a second complaint with the Revdex.com, but since you have attempted to contact them a second time that should suffice.

Thank you,

Business

Response:

When the customers came to pick up the repair the wife said

she remembered the price quoted to her was around $590, but that she could not

remember exactly.

They were not happy so the manager, Elias was called in. The first thing Elias said to them was that

misunderstandings arise and that he wanted to speak to the watchmaker to see

what we can do to bring the price down.

Even though Elias showed and explained to the customers how

the required repair charges were broken down and that the charges are in a

legible and clear format along with the taxable charges. The customer was verbally given the break

down of the estimate and the final grand total which we were given an approval on to proceed.

The customer said no that the ‘price is the price’ and that

they just want to pay for the repair and leave.

Elias asked them 3 more times for them to allow him to do

something to rectify the misunderstanding, but they insisted that they want to pay. Elias tried one last time to work something

out, the husband said to his wife ‘should we?’ and she replied ‘its up to you’.

Again he said no and that he wanted to pay the full amount.

They paid and left, leaving the whole crew dumbfounded and

confused as to why they would not allow us to fix the calculation and clear the

misunderstanding.

We gave the customer

many opportunities to clear this up with us in the store and to try and reach

an amicable solution with the customers’ best interests in mind. However they refused

our help to clear up the misunderstanding on the spot and instead decided to complain to the Better Businesses Bureau and Yelp which does not help resolve anything.

The cleaning and overhaul done on the movement is under a two year warranty.

If the customer's would like to come in, we could evaluate the pin that came loose to see if it is okay or if it needs to be replaced.

Sincerely,

General Manager

Royal Maui Jewelers

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business had an armed security guard who walked in during this exchange and we did not feel comfortable elevating the situation more than necessary. We will not be taking the watch back there ever again, as their unsatisfactory quality of work and low-end work ethic have been made very clear; between the exorbitant price for the repair, and the fact the watch has sustained another minor issue.

Regards,