CAUTION
CAUTION! Do not trust them.
I recently visited the store located at 7010 W. Loop 1604 N. to have a couple pairs of earrings repaired and to sell the gold from a large amount of jewelry including various earrings, rings and bracelet. The store manager, assisted me and tested and weighed each piece. We then came to an agreement on the sale value of the gold with the understanding that all of the stones would be returned to me. In later reviewing the work order there were pictures included of the earrings to be repaired but the gold exchange contained no photographs nor detailed descriptions of the individual items but only stated “Gold Buy: Remove Stones”.
Included in the jewelry exchanged was my white gold / diamond wedding set (engagement ring and wedding band) that had been soldered together which was previously owned by and handed down to me by my mother-in-law and grandmother to my children. This was not only the most valuable piece of jewelry in the bunch but also the only one that had sentimental value attached.
My wedding set consisted of 2 white gold diamond rings (engagement and wedding band) that were soldered together. The engagement ring consisted of 1 large round diamond and 6 smaller round side diamonds. The wedding band consisted of 7 round stones being the same size as the side diamonds in the engagement ring.
When I arrived to pick up the repaired earrings and stones from the gold trade, many of the stones from the gold sale were returned to me. However NONE of the stones from the wedding set were included. I brought this to the attention of your clerk and was informed that the rings were probably just separated from the group and would be found and returned.
After receiving a text message that stones were ready for pickup I returned to the store to retrieve the stones. The stones from a bracelet that I exchanged were given to me. However, once again, the stones from the wedding set were not included. At this time, I became greatly concerned that my stones may have been lost. The store manager came to the counter to assist the clerk that was helping me and created a new work ticket to find the missing rings and stones and assured me that she would be going to the Stone Oak location to find them personally. She then asked me for a photograph of the rings as she had not taken one at the time of the exchange. I asked if she could review the security cameras to see the precise ring and she informed me that she would do so. I was later informed by her that the quality of the cameras was not good enough to see the rings which I find difficult to believe.
I received another text notification that the “stone” (singular) was ready. I called the store and inquired about the stones as the message received only made mention of a singular stone. I was told that there were multiple stones and that they had found the ring. I returned once again to the store and was given only 3 stones, (1 large round diamond and 2 small marquis stones). I informed the clerk that they were not my stones, the store manager again joined the conversation and rudely insisted that they were my stones though I had told her that I have never owned marquis stones and that there were considerably more stones in my set. She again insisted they were correct and offered no further assistance in the matter. I did not take the stones that they offered as they did not belong to me and in hopes that they would continue looking for my set.
After a couple weeks went by, after receiving no further communication from them, I returned to the store and picked up what they (incorrectly) claimed to be my stones and was told by the store clerk that the store manager insists that any further communication would need to be in writing.
I sent an email with my concerns and requested further investigation but received no response. I then sent a certified letter with the same and again, after weeks, have received no response at all.
I would certainly not recommend Moses Jewelers but if you do plan to do business with this company, be sure to take photographs of all pieces and INSIST that they do the same.
