Ben Moss Jewellers
Reviews and Complaints

My husband purchased my ring 11 years ago. I've kept up my service visits and renewed my warranty/service plan every time it came due.

After discontinuing the 3 year service plans, I purchased the lifetime warranty/service plan for my wedding ring. They "went out of business" except they actually didn't and now they don't have to honour my plan. If I can prove that my husband purchased it (11 years ago) they will give us a discount on a new "lifetime" plan. Unreal. I will NEVER go back.

Update as at December 15, 2014:
To date we haven't received any written feedback from the business after the submission of our letter with concerns to Brent Trepel, the President and CEO at Ben Moss on November 04, 2014 (the original letter provided below). The silence from the top official of Ben Moss clearly indicates how much this business cares about gaining respect and support within our communities, and how much Ben Moss cares about attracting and retaining individuals who demand high standards of business conduct.
So, we have decided to go public and tell this story to everyone who is seeking for a truth advice with regards to the business. Just remember one simple rule: "WE VOTE WITH OUR MONEY EVERY DAY!"

The original letter to Brent Trepel, the President and CEO at Ben Moss, sent on November 04, 2014:
"What happened to Ben Moss, "Distinctively Canadian"? What happened to Diamond Experts since 1910? Did they diminish their standards? Did they switch to the low budget model? Do they value us as Canadian consumers anymore?
I've asked myself all these questions yesterday, on November 04, 2014 after we left the Ben Moss outlet located at the Southgate Mall, Edmonton, AB. The short story is that we entered the Ben Moss outlet to get a new wedding ring for my wife as 10 years our wedding anniversary present. The sales rep of the outlet served us, and finally we picked one of the ring displayed on their shiny shelves. We asked the lady who served us to explain some characteristics of the ring. She looked at the tag attached to the ring and stated that the ring carries an "exceptional" central stone with the diamond clarity of VS2.
Good selling point, isn't it? Of course, we agreed to purchase the ring.
Sounds like a happy story, right?
Not really.
At the time of the purchase (at was a Friday night) the gentleman in the store verified that appraisal for the ring will be ready in 2 business days and invited us to pick the ring up on the Tuesday, next week. We came to the store on Tuesday to pick up the ring, and the same gentleman and two other ladies in the store started to laugh, saying that the typical time to proceed with the appraisal is two weeks?
It is very funny, isn't it?
Furthermore, after we come back to the store a week later to pick up the ring and asked for the appraisal paper, we found that in the paper the central stone is appraised with the clarity of SI1, which is one grade lower than was originally stated in the store. In additional, the diamond carat weight (CW) of the central stone was appraised as 0.62 (comparing to the declared 0.63 in the store)? The reasonable question of any more or less educated consumer who paid for the ring near $5, 000 would be: "Is this the same stone?" The staff members in the store failed to provide us with the original ring's tag with the information and simply told us that: "It's all Okay", and that we are more than free to pick up the ring or to get the refund (and presumably get out).
Nice professional conduct, isn't it?
What is the end of the story? We've decided to pick the ring up and not to spoil the nice memory of our family event.
How we are feeling about the all story, would we ever give our business to Ben Moss in the future and does it matter anymore? You decide!"

Update as at December 15, 2014:
To date we haven't received any written feedback from the business after the submission of our letter with concerns to Brent Trepel, the President and CEO at Ben Moss on November 04, 2014 (the original letter provided below). The silence from the top official of Ben Moss clearly indicates how much this business cares about gaining respect and support within our communities, and how much Ben Moss cares about attracting and retaining individuals who demand high standards of business conduct.
So, we have decided to go public and tell this story to everyone who is seeking for a truth advice with regards to the business. Just remember one simple rule: "WE VOTE WITH OUR MONEY EVERY DAY!"

The original letter to Brent Trepel, the President and CEO at Ben Moss, sent on November 04, 2014:
"What happened to Ben Moss, "Distinctively Canadian"? What happened to Diamond Experts since 1910? Did they diminish their standards? Did they switch to the low budget model? Do they value us as Canadian consumers anymore?
I've asked myself all these questions yesterday, on November 04, 2014 after we left the Ben Moss outlet located at the Southgate Mall, Edmonton, AB. The short story is that we entered the ben Moss outlet to get a new wedding ring for my wife as 10 years our wedding anniversary present. The sales rep of the outlet served us, and finally we picked one of the ring displayed on their shiny shelves. We asked the lady who served us to explain some characteristics of the ring. She looked at the tag attached to the ring and stated that the ring carries an "exceptional" central stone with the diamond clarity of VS2.
Good selling point, isn't it? Of course, we agreed to purchase the ring.
Sounds like a happy story, right?
Not really.
At the time of the purchase (at was a Friday night) the gentleman in the store verified that appraisal for the ring will be ready in 2 business days and invited us to pick the ring up on the Tuesday, next week. We came to the store on Tuesday to pick up the ring, and the same gentleman and two other ladies in the store started to laugh, saying that the typical time to proceed with the appraisal is two weeks?
It is very funny, isn't it?
Furthermore, after we come back to the store a week later to pick up the ring and asked for the appraisal paper, we found that in the paper the central stone is appraised with the clarity of SI1, which is one grade lower than was originally stated in the store. In additional, the diamond carat weight (CW) of the central stone was appraised as 0.62 (comparing to the declared 0.63 in the store)? The reasonable question of any more or less educated consumer who paid for the ring near $5, 000 would be: "Is this the same stone?" The staff members in the store failed to provide us with the original ring's tag with the information and simply told us that: "It's all Okay", and that we are more than free to pick up the ring or to get the refund (and presumably get out).
Nice professional conduct, isn't it?
What is the end of the story? We've decided to pick the ring up and not to spoil the nice memory of our family event.
How we are feeling about the all story, would we ever give our business to Ben Moss in the future and does it matter anymore? You decide!"

Three yrs ago purchased a 3 ring wedding set also purchasing the 3yr warranty..taking them in faithfully every 6 months to be checked, cleaned and dipped (white gold). At purchase time we were told after 3 yrs we would have to buy another warranty for 2yrs at a time for approx $40.00. We thought that was great..can keep rings checked, cleaned and all would be well. After about a year I noticed my 2 wedding bands were thinning at the back..told staff at the store and they said don't worry they'd replace the shanks when they got bad under the warranty. Now 3 yrs have passed and we go in to buy another warranty and are told it will cost $280.00 for a lifetime warranty. What the hell? We didn't have that kind of money extra...not many people do...no finance plan for the insurance premium either...so now what do I do about my 2 wedding bands? Who is going to fix them now? I was so upset, angry and felt used & lied to...they didn't care..just had alot of excuses about how much it cost to dip the rings every 6 months $50.00..yeah right! I had purchased another ring yrs ago from Ben Moss and never had this problem..I am going to try to write to their head office but will probably not get any response..hope anyone else that doesn't agree with this new warranty pricing will also complain...I'm getting the shaft big time on my rings...the bands shouldn't be wearing this fast in the first place..my other ring is 40 yrs old and is still in good shape..hope someone hears my complaint.. nice to have some place to vent!
Angry in Edmonton

My fiance purchased an a engagement ring and a wedding band from the West Edmonton Mall location. We had good service with the sales associate there but it was downhill from there.

We had stored the wedding band in storage as the wedding is not until Sept 19th but every 6 months we have to get the ring serviced by Ben Moss to keep the ring under warranty. Around Christmas we got the ring serviced (at the Kingsway Edmonton store) and while at the store the sales associate put the wedding band and the engagement ring in the steamer to be cleaned, while in the steamer a diamond fell out of the band that had never been worn before (the one that was in storage), the sales associate asked us to leave the ring and she would have it repaired. My fiance went back to pick up the ring when it was done and when he brought it back to me I had noticed that the diamond looked and felt like it was not set in the ring properly, the only problem was that we had to head back home to Medicine Hat so we were unable to go back to that same store.

The following day after coming back home to Medicine Hat I called our home location and explained the situation, the sales associate there suggested we go back to edmonton and have the same jeweller smith look at the ring since he was the one who did the work (thats a 5 1/2 - 6 hour drive). I was frustrated so I called the customer service line where I left a message and 3 days later no one had called me back to address any of my concerns. I went in to the Medicine Hat store and explained the story again and this time an associate said well if the diamond falls out just bring it back again.

So just last month we decided we wanted to now get the rings soldered together. We took the ring in to the Medicine Hat location where it took a week to be soldered and when my fiance went to go pick it up he looked at the ring before taking it home to make sure that everything was okay this time and sure enough the diamond fell out AGAIN! once again we left the ring with Ben Moss to be repaired. This time I was quite upset so I called the customer service line again and this time asked that someone actually call me back and someone did.

The district manager for the Medicine Hat location said she would order me another wedding band and take the one I have and resolder the new one to my engagment ring. I was glad someone was finally doing something.

BUT silly me decided to give Ben Moss another chance, this time my fiance bought me a ring from them for my birthday. The birthday ring needed to be sized and the girl that work at the store wrote a promise completion date for the Friday that week. When Friday rolled around my fiance called to see if the ring was done but it wasn't, the girl that he spoke with told him to come by on Monday because it will be done.

On Monday after work we stopped by the store and the ring still wasn't done but this time the sales associated looked in a book and said that she was just going to call the gold smith. When she got off the phone she said his shop must be closed but when he does drop offs he does them in the evening so not to bother stopping in that night but to try back the next day on the Tuesday and it should be there.

Tuesday my fiance decided he would call first and when he called the associate that answered said the ring still wasn't there but that she would call him back. When she called back she said that they had to send the ring out because my fingers were too small and no gold smith wanted to touch the ring so they had to send it out so it would take ANOTHER WEEK. Well its nice that no one called us to tell us this.

Ben Moss has the worst communication, they don't call you back when you leave messages unless you talk to somebody who is anybody. So we returned the ring. Originally we were going to buy another ring later on that week but thats no longer happening. I called Ben moss to explain what had happened this time and let them know how I felt about the service and all they could do was appologize. I appreciate a simple sorry yes but how about just try having better service and maybe going that extra mile for a customer - isn't that what service is about. They didn't seem to want my business because that was the end of that and they haven't done anything for me or my fiance since the whole ordeal. I have been kind and never spoke towards anyone in an angry way and yet they still treated me as if they didn't care to have our business anyway.

Never ever ever will we shop at Ben Moss again and the funny thing is that when I was talking to the customer service the last time I had a patient in my waiting room at the office I work at that overheard the whole thing and said that she herself had nothing but BAD service from Ben Moss.

Ben Moss is now lying claiming that the district manager called me after this whole scenario and resolved the issue. This is a lie because I never got a call and if I did I would admit it! Its not like its something to lie about