• Report: #768848

Complaint Review: Alan's Jewelry and Pawn

  • Submitted: Tue, August 23, 2011
  • Updated: Tue, November 22, 2011

  • Reported By: Robert — Asheville North Carolina United States of America
Alan's Jewelry and Pawn
1186 Patton Avenue Asheville, North Carolina United States of America

Alan's Jewelry and Pawn Alan's Pawn Unethical Business Practices Asheville, North Carolina

*Consumer Comment: Dishonest

*REBUTTAL Owner of company: Manager and Receipt

*Author of original report: I tried to do it the "right" way.

*Consumer Comment: Question for Tonia

*REBUTTAL Owner of company: Always want the customer happy!

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Purchased a headrest dvd player for $100 for a trip I was taking. It did not work correctly and would only play half the DVDs I tried to play in it (all brand new DVDs).

I tried to return it and told them that my receipt was lost, to which the only reply I got was the sales person shrugging their shoulders at me. I then asked if they would at least buy it back from me for $50 (half what I paid), they then took my license and looked up the transaction in their computer (proving that it was bought there, by me, less than a month ago). Then, to add insult to injury, they tell me they cannot give me a refund or store credit and offer me $10 to buy it back.

This is not only unethical, but just plain bad business.

This report was posted on Ripoff Report on 08/23/2011 04:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alans-Jewelry-and-Pawn/Asheville-North-Carolina-/Alans-Jewelry-and-Pawn-Alans-Pawn-Unethical-Business-Practices-Asheville-North-Carolina-768848. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 2Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Dishonest

AUTHOR: DollyLlama - ()

If the original poster said on more tthat one occasion that the item he/she purchased was found within Alan's own computer system with matching driver's license number and no discrepancy thereof, then Alan's is clearly in the wrong here. First, $50 was offered and then a $10 and now nothing all for an item which is supposed to be tested by Alan's own posted policy! The customer has every right to be angry.

Second, your prices are horrid. I can go buy brand new an item for equal to lesser than what you charge in store. Your firearm prices are 50% MORE than what I was able to purchase at Bass Pro Shop fowashy less. Not only that but your customer service reps are ill knowledged when it comes to firearms. I had one of your employees tell me that Colt no longer makes the 45 automatic. Guess what?

I called Colt and let them know what this allegedly reputable pawn shop employee said. Wrong. I refuse to step foot in Alan's ever. The last time I was there: the jewelry was grossly overcharged And the clarity on some of the diamonds was a joke. The time before that, I had to beg to use the restroom. I was seven months pregnant and my three year old had to go too..instead, I had to waddle across the parking lot to the CVS to go. 

Never again will I go here. Over priced, poorly behaved employees, and broken items.

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#2 REBUTTAL Owner of company

Manager and Receipt

AUTHOR: Tonia - (United States of America)

I understand your frustration, and the reason we did not do a credit is because there was not a receipt present, again which is posted in our store in multiple location, as well as on your receipt.  If we made you an offer to buy it back, then that was based on what we could put into the item at that time.  That is not to say we did not have a lot more in the item when we sold it to you.  Items do go down in value, in which we must follow suit.  We would not have priced the item the same also.  Alan's does have a good reputation with our customers, and we do have to put certain rules into place...just as most businesses.  I am very sorry that you did not have a great experience at the store.  We would still be more than happy to assist you in an exchange.  I have spoken with our Manager, and should you want to come in, I will take your information and make sure you are taken care of.  We would like to make your experience with Alan's more positive.  Thank you for your cooperation.
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#3 Author of original report

I tried to do it the "right" way.

AUTHOR: rcmcghee - (United States of America)

When I tried to return the player, the sales person shrugged their shoulders at me and told me that they would not give me a refund or store credit and said "thats what my manager said". Also, the original transaction was in the computer, as the sales person typed in the serial number off of the back of the untit and acknowledged that It was bought by me (my drivers license # was listed) for $100.

It's awful easy for the owner to come on here and act all innocent like I just posted this up without trying.  Your sales person was rude and didnt even try to "make the customer happy".

Also, I noticed last time I was in the store, a sign that instructed all sales people to test all electronics before completing the sale. The person who sold it to me did not test it., he bagged it up, took my money and sent me on my way.

I understand pawn shops are in the business to make money, but a 90% mark up is ridiculous, highway robbery. 
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#4 Consumer Comment

Question for Tonia

AUTHOR: coast - (USA)

"Should the label still have been on the item, that would have been the only way to find out if we sold the item"

Do you note the equipment serial number on the invoice?
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#5 REBUTTAL Owner of company

Always want the customer happy!

AUTHOR: Tonia - (United States of America)

Alan's Jewelry & Pawn has been in business for 23 plus years, and we have an outstanding record for customer service.  It is posted on our wall and on receipts that we do not offer refunds, but we do offer store credit with receipt.  

Should the label still have been on the item, that would have been the only way to find out if we sold the item and for how much, unless the gentleman had it on layaway.

I as the owner, wish that a customer would allow them to make a situation better, instead of immediately splashing it up on a website such as this.  We would always like to make our customers happy, and would plan to do that in this situation as well.

We would like for this gentleman to come in and discuss this with our Manager, Graham, or with myself, and as noted, we do offer full credit, and we can test out the new equipment at the store before he leaves, so therefore he knows that the equipment is in proper working order.

We do not want anyone to be stuck with an item that does not work, and that is why we do offer and exchange policy, and as before noted, is posted in multiple locations in the store, and on the customer's receipt.  We do not try to hide this policy...we actually are very straightforward.

I hope that anyone reading this rebuttal understands that when a store offers a return policy...they should never be listed on the "Ripoff Report".
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