My wife Ellen and I went to the Lloyd Center Mall in Portland last weekend because she needed a battery for her watch and wanted to get her wedding and engagement rings cleaned. We went to jewelry store Ben Bridge since they were quite friendly and helpful when I went there a few months ago and they fixed my watchband.
Store Manager Janet Chapman served us. Even though she could tell right away from our questions that we weren't there to buy expensive jewelry, we got terrific service. When we asked her to clean the rings, Janet insisted on inspecting the settings to make sure that the diamonds were secure. When she thought one of the prongs holding a diamond might be loose, she took it over to a special microscope for a more thorough inspection. Although she didn't find anything wrong, we were impressed that she took the initiative and offered a service that we hadn't requested - I cannot recall the last time that I've had a similar level of service in a retail store.
After she looked at the ring, we chatted and she told us all about her 23-year career with Ben Bridge and how much she loved the company. She also mentioned that Warren Buffet from Berkshire Hathaway bought Ben Bridge a few years ago. But, she said that the Bridge family, now in its third generation, still runs the business as if it were there own.
Janet said that she has had lunch with "Warren" a few times and he comes across as a humble, funny, and smart guy without any airs. He certainly understands the jewelry business. At a Berkshire Hathaway meeting, Buffet said, "If you don't know jewelry, know the jeweler." In keeping with this philosophy, Janet explained how the ethics of the Bridge family inspire them to offer the best possible products at the lowest prices. Furthermore, employee Ben Bridge diamond buyers are experts since they've been doing their jobs for years. And, since they work for such a reputable company, diamond sellers give Ben Bridge buyers their best products since they know that they'll get fair prices with no product returns. Evidently, a lot of stores have buyers who will purchase twice as much product as they need and then demand that diamond merchants buy back the inventory that doesn't sell.
Although Ben Bridge is located near four or five other jewelry stores, we wouldn't go anywhere else. And, we'll rave about the store to our friends just as we are doing in this entry.
Ben Bridge Jewelers used to be one of my favorites until I had been treated horribly by the Ben Bridge staff, as well as the Simi Town Center Mall security. I had walked into the Ben Bridge Store and asked one of the staff if they had a Rolex that I was looking to purchase to add to my collection. The employee coldly told me no! The rest of the staff gave me the cold shoulder so I walked out of the store.
I walked to a Ben & Jerry's to get a milkshake and noticed two undercover individuals with their walkie talkies blasting on each side of me. I entered Ben & Jerry's and ordered a milkshake, sat down, and answered a phone call. I was surprised to be inturupted by two local police officers. One of the officers stated that Ben Bridge called them and claimed that I had matched a suspect whom robbed this particular store two Mondays prior. The officer showed me a photo from the store security and claimed that I was indeed the suspect. I calmly told the officers that I had been in Las Vegas for that week and that they could call Planet Hollywood Resorts to confirm. The officers took mugshots of me against the wall in front of the patrons and employees of the mall and the stores. Though I understood that the officers were doing there job, I didn't understand how they could've mistaken me for the suspect in the photo. The suspect is 5'7" and 140 pounds. I'm 6'2" and 160 pounds, a big difference as most would agree. Though the photo of the suspect showed some resemblance to me, I assured the officers that they were mistaken and that I can account for my where abouts during the robbery. The officers detained me for 45 minutes, then let me go. After they had let me go, I had walked outside with my head down and had heard the mall security and Ben Bridge personal security claim that I was indeed the suspect and that they were making a mistake.
The problem with this whole senario is that I've talked to my friends at Polocheck's Jewelry as well as IceLink and other reputable companies and they all claim that Ben Bridge staff and security did not follow protocal. I am an actor, a business owner, a magician, and a family man. I am wealthy and have no need to rob a store or anyone for that matter. This was clearly a case of prejudice and poor judgement on the staff of Ben Bridge Jewelry. I just filmed a television show that will be airing on the 'Showtime' Channel and the producers of the show were upset. Not only has Ben Bridge lost my business, but the business of some of my friends whom have been celebrity clientel for years.
I have never been treated this way in public by such a reputable company, nor have I ever suffered the embarasment and defamatory remarks by the staff or security of a reputable company. I shop on Rodeo often and have never been treated in such a way as this.
In closing, I can only say that though not all Ben Bridge stores and staff make prejudice judgements such as this. This was my first experience in having to deal with ignorance on such a grand scale. I've already banded together with others whom have had similar experiences with this particular branch of Ben Bridge and we plan to extradite a plan to change the protocal of Ben Bridge and their policy. Wealthy minorities should not have to experience this treatment in this day and age.
Posted by: Jason Kakebeen | August 28, 2008 at 07:23 PM
Jason,
Thanks for taking the time to write about your experience at Ben Bridge Jewelers on my blog.
Surely, the way you were treated cannot be justified. However, I'm confident that the company would not condone the way that you were treated.
I'll forward your note to Ben Bridge and I hope that they respond to what occurred.
Best,
Patrick
Posted by: Patrick Galvin | August 29, 2008 at 11:08 AM
"If you don't know jewelry, know the jeweler." - Warren E. Buffett
On Saturday, Feb. 7, 2009, I bought two items at the Valencia store. They were a ring and a pendant. I paid CASH ($1015.83 with a $50 deposit on a credit card). They were to be a birthday present for our daughter on her birthday, February 12th. After inspecting them at home that night, my wife and I decided that we did not want the ring.
I went to the store this morning, Sunday, Feb. 8 right after the store opened to return the ring. I was told that I would not be able to get the full amount of my refund due to a "corporate policy" limiting cash refunds to a maximum of $200, with any remaining balance to be returned in the form of a corporate check from Seattle within 21 days. There was no notice posted in the store that stated this policy. I was NOT told when I handed the cash to the associate that refunds were handled in this manner. Had I known about this policy, I would have either used a credit card OR taken my business elsewhere.
After discussing this situation with my wife, we decided that we weren't sure about the other item, the pendant. We went to the store in the afternoon. We were again told about the policy (Teresa, the associate, couldn't show it to us on paper). If we wanted to return the pendant too, we would have to wait the 21 days for ANY of that money. WE PAID CASH. I understand holds on checks, returning credit transactions to the credit card, but CASH? She kept telling us the policy, not giving us any help with our problem. She claimed to realize the situation, but again, " Sorry, can't help".
In the Town Center Mall in Valencia, there are eight other jewelry stores. There are plenty of choices for jewelry, we didn't need to buy at the Ben Bridge store. It was our mistake to do so. It won't be made again.
You have the ring, I have $200 cash, and a promise of a check for $379.68 sometime in the next 21 days. How soon will that happen?
What this means is that we do NOT have our money. Our plans for our daughter's birthday have changed significantly. If we are lucky, we may see the refund in three weeks.
This entire episode is a scam. You have the money. Your policies should be available in the store. They SHOULD be posted. I posted a quote from Warren Buffett, your owner, at the beginning of this message. I didn't know my jeweler, either.
We would have been treated better at any of the three Walmart stores in the Valencia area. Their jewelry section has some nice items. Next time, we will visit there first. Their return policy is clearly posted in the store, not hidden away in some folder or notebook, that can't be found.
We had the items for less than 24 hours. The associate tells us that the store does not keep money. I would bet that my $1000 was still in the store safe. This happened on a Saturday and Sunday.
We want our money returned NOW. Your corporate policy is absolutely wrong. CASH is CASH. I could possibly understand having to wait until the next business day, but 21 of them? UNACCEPTABLE
Posted by: Bob Lasher | February 08, 2009 at 10:41 PM
We bought my engagement ring in the BB store in Oregon. It was sold to us with a crooked setting. When my fiance told them it was crooked, he was told he had a good eye and only the manager could usually see those things.
When I took it to the Bellevue Square BB, she told me it was not crooked, it was an "optical illusion." I was then told the diamond was too big for the setting and that was why it looked crooked and hence the "optical illusion." They advised it was impossible to be reset on the same ring. I was obviously not satisfied with this.
After numerous phone calls to the original BB in Oregon and being told the ring could be reset and what Bellevue Square told me was a bunch of bull, I took it to the University Village BB in Seattle (I did not want to go back to Bellevue Square) and was told I could have it reset on a new ring with the old diamond or have a whole new ring. Not happy with either choice due to the sentimental reasons of it being my engagement ring, I chose to keep the diamond and have it put on a new ring. I was told it was as good as new when I picked it up.
Fastfoward to six months later, and I am not without a ring becasue the diamond fell out! Six months later! When my fiance called to tell them at University Village BB, they told him "Gold has a memory, and it went back to the old way and that is why the diamond fell out!" Can you believe it? They then told him if he would have bought it in platinum, this never would have happened! Luckily I found the diamond, but I do not trust them at all to have it reset.
I WOULD NEVER EVER RECOMMEND THIS PLACE TO ANYONE.
The only reason I gave them one star is because the design and style of ring is beautiful and I love it. Otherwise, I would have given it back and got a whole new ring.
Good luck and shop there at your own risk!
Posted by: Amy | March 24, 2009 at 11:10 AM
I am amazed at the negative comments about such a great company like Ben Bridge Jewelers. This definately proves that the negative experiences get written on blogs and the positive rarely get written. I did enjoy reading the first positive starting this blog.
One thing I have learned is if there is ever a chance that I might return something that I bought, I buy it with a credit card. Stores don't keep cash. Deposits are made daily and sometimes multiple times a day if large amounts of cash are taken. Most consumers pay by credit card. If there is cash in the store and the original purchase was made in cash, all stores would gladly refund immediately rather than have to go through the lengthy process of ordering a check.
As for the diamond that fell out of the ring. I'm glad it was found, it can easily be put back into the ring. One thing I have learned about jewelry on the hands is that hands are used all the time for a variety of things. Rings get hit, knocked, dinged, pulled and various other. Diamonds don't just magically jump out of rings. The ring was knocked, the diamond came out. Although it was unfortunate that it happened, it can be reset and will be treated differently after this situation.
Jewelry is meant to be worn, enjoyed, given and received at life's precious moments. Situations of mind's changing and damage do occur but one of the beauty things about fine jewelry is it can be treated was care or neglect by the wearer - thus the wearer is taking the control out of the hands of the jeweler to keep it safe. Wear your jewelry with pride and respect and it will last multiple generations and be enjoyed for the same.
Posted by: Bryan | March 19, 2010 at 07:44 PM