Certificate never arrived

[TNathan]

Hi all, I recently bought a GIA diamond from well-known online dealer ''X'', and had them ship it to well-known jeweler ''Y'' for mounting in a setting. Now when I pick up the finished product, it has no certificate. The diamond dealer says it was in the package he sent, the jeweler says no.

Any advice? Seems the 2 should be shipped separately, with separate tracking numbers.. TIA!

 

[Dreamer_D]

Date: 5/5/2010 4:41:17 PM
Author:TNathan

Hi all, I recently bought a GIA diamond from well-known online dealer ''X'', and had them ship it to well-known jeweler ''Y'' for mounting in a setting. Now when I pick up the finished product, it has no certificate. The diamond dealer says it was in the package he sent, the jeweler says no.

Any advice? Seems the 2 should be shipped separately, with separate tracking numbers.. TIA!

Why not name the dealers? It would influence my answer here.

Did you request that the cert be sent separately? In my experience, everything is shipped together and the cert should accompany the diamond.

 

[yssie]

Did Y receive the certificate? Where did it go missing - on the trip from vendor to setter, or from setter to you? I would expect everything to be shipped together.


I would actually be concerned that there may have been a mixup with stones as well as certificates, and would take the ring to an appraiser to make sure it's the correct stone - same weight, check the inscription, plot diagram, etc. if you have an electronic copy of the report.

 

[denverappraiser]

If you know the number or have a copy you can order a duplicate directly from GIA. I think it’s about $50, which is annoying but not the end of the world. This is a ‘he said, she said’ situation where you aren’t either one of them. There’s a decent chance that at least one of the dealers involved will be willing to subsidize the costs in the name of preserving a client and I would start by politely asking them if they can assist.

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

 

[CharmyPoo]

Typically it is all shipped together. For me, I had my receipts and grading report shipped to me directly. The diamond was sent alone to the jeweler by the appraisal - actually, the appraisal report was sent with the diamond to the jeweler.

I don''t think you will get to the bottom of this. Ask the jeweler to double check for the certificate ... ask the vendor to double check. If they both still say no, just fork out the $50 or $100 to get a new one if you really need it.

 

[Kaleigh]

Date: 5/5/2010 5:31:18 PM
Author: denverappraiser
If you know the number or have a copy you can order a duplicate directly from GIA. I think it’s about $50, which is annoying but not the end of the world. This is a ‘he said, she said’ situation where you aren’t either one of them. There’s a decent chance that at least one of the dealers involved will be willing to subsidize the costs in the name of preserving a client and I would start by politely asking them if they can assist.

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

Great advice as always Neil...

 

[TNathan]

Hi again , thank you to everyone for the replies.

According to the diamond seller, the certificate was packed inside the "padded envelope" with the stone.

According to the jeweler, the diamond arrived with no certificate.

They both are just blaming the other guy, and they are getting testy with me too for not believing their story is the correct one.

I don''t want to name the two parties, because one of them is innocent, and I don''t want to smear an innocent outfit.

This is my 1st ever diamond-buying experience, and start to finish, it has been a real eye-opener.

 

[Dreamer_D]

Date: 5/5/2010 8:57:15 PM
Author: Kaleigh

Date: 5/5/2010 5:31:18 PM
Author: denverappraiser
If you know the number or have a copy you can order a duplicate directly from GIA. I think it’s about $50, which is annoying but not the end of the world. This is a ‘he said, she said’ situation where you aren’t either one of them. There’s a decent chance that at least one of the dealers involved will be willing to subsidize the costs in the name of preserving a client and I would start by politely asking them if they can assist.

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

Great advice as always Neil...

Well then I think this advice is definitely the way to go.

 

[JogiaDiamonds]

We had a customer recently that left his GIA cert at the airport. It cost $30 to get a duplicate GIA cert, which included shipping to Australia.

 

[Dreamer_D]

I was thinkinkg, how do you prove to GIA that you actually own the diamond you are requesting the report for? couldn''t I just call and get a copy of any cert I wanted?

I suppose that is not worth very much without the diamond, but still... is there a verification system?

 

[swingirl]

Some of the vendors open all packages in front of a security camera to record the opening. WF does this.

 

[kenny]

Date: 5/6/2010 12:46:48 AM
Author: dreamer_d
I was thinkinkg, how do you prove to GIA that you actually own the diamond you are requesting the report for? couldn''t I just call and get a copy of any cert I wanted?

I suppose that is not worth very much without the diamond, but still... is there a verification system?

Yes, you have to show them the old report to get a new one....... oh...... wait a minute......

 

[Lorelei]

Date: 5/5/2010 11:39:11 PM
Author: dreamer_d

Date: 5/5/2010 8:57:15 PM
Author: Kaleigh

Date: 5/5/2010 5:31:18 PM
Author: denverappraiser
If you know the number or have a copy you can order a duplicate directly from GIA. I think it’s about $50, which is annoying but not the end of the world. This is a ‘he said, she said’ situation where you aren’t either one of them. There’s a decent chance that at least one of the dealers involved will be willing to subsidize the costs in the name of preserving a client and I would start by politely asking them if they can assist.

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

Great advice as always Neil...

Well then I think this advice is definitely the way to go.

Thritto that, also don''t feel bad, you purchased a diamond that has a GIA report but you have no report, thats not good enough. If either party doesn''t have the report number so a duplicate cannot be obtained, request they sent it back to GIA for regrading at their expense.

 

[TNathan]

After polite emails and calls, I have gotten nothing but increasing anger from both of them, they both refuse to talk to the other guy, they just keep insisting they are right, and telling me to take it up with the other guy.

I called GIA and a replacement cert costs $30, but will have "DUPLICATE" stamped on it.

I can't re-grade it, because it is in a G&A tension setting.

What an epic unpleasant experience this has been.

 

[Dreamer_D]

Date: 5/6/2010 12:55:25 PM
Author: TNathan
After polite emails and calls, I have gotten nothing but increasing anger from both of them, they both refuse to talk to the other guy, they just keep insisting they are right, and telling me to take it up with the other guy.

I called GIA and a replacement cert costs $30, but will have ''DUPLICATE'' stamped on it.

I can''t re-grade it, because it is in a G&A tension setting.

What an epic unpleasant experience this has been.

I would be very tempted to return the diamond for a refund then, if they are unwilling to work with you. I would not accept a "duplicate" report

Are they aware that you are on PS and there is the potential for you to name the companies? It would not be good press for them.

 

[Lorelei]

Date: 5/6/2010 12:58:47 PM
Author: dreamer_d

Date: 5/6/2010 12:55:25 PM
Author: TNathan
After polite emails and calls, I have gotten nothing but increasing anger from both of them, they both refuse to talk to the other guy, they just keep insisting they are right, and telling me to take it up with the other guy.

I called GIA and a replacement cert costs $30, but will have 'DUPLICATE' stamped on it.

I can't re-grade it, because it is in a G&A tension setting.

What an epic unpleasant experience this has been.

I would be very tempted to return the diamond for a refund then, if they are unwilling to work with you. I would not accept a 'duplicate' report

Are they aware that you are on PS and there is the potential for you to name the companies? It would not be good press for them.

That is not good enough, and no way to treat a customer. Your diamond is missing its GIA report which is a crucial piece of information belonging to that stone, it is also what you paid for and are entitled to.

As they are being obviously unhelpful and very rude too by the sound of it, I would also seriously think about the refund route, out of interest how did you pay for the ring? Did you use a credit card?

Was it a Pricescope vendor you purchased from?

 

[Circe]

I think you should send both of them a polite letter saying that you don''t care who screwed up, they''re the professionals, and they need to fix it, or you''ll simply return the ring and file a complaint with the BB. You paid for one thing: thanks to someone''s screwup, you have received another.

They don''t actually *get* to be angry at you. You''re the customer, the one person in the equation who''s basically blameless (and also nice enough to give them money.

I, too, am really curious to know who these vendors are: while only one of them may have screwed up, both of them are behaving in a fashion I wouldn''t want to deal with.

 

[denverappraiser]

Date: 5/6/2010 12:55:25 PM
Author: TNathan
After polite emails and calls, I have gotten nothing but increasing anger from both of them, they both refuse to talk to the other guy, they just keep insisting they are right, and telling me to take it up with the other guy.

I called GIA and a replacement cert costs $30, but will have 'DUPLICATE' stamped on it.

I can't re-grade it, because it is in a G&A tension setting.

What an epic unpleasant experience this has been.

Not to defend the dealers in their customer relations skills but why do you object to having the report labeled ‘duplicate’? Dealers don’t care for this on things they're selling, and will sometimes want to have a stone regraded in order to avoid it, but this has to do with the way shoppers perceive this sort of thing when it appears in advertising. Presumably your stone isn’t for sale and the merits of the stone itself are unchanged. In terms of insurance it has no effect and even if you do end up selling it at some point, it's likely to have no effect because it will already have passed through the hands of a consumer (yours) and any sensible buyer is going to want to rely on their own expert and possibly a new GIA exam anyway. Beyond the $30 and the general irritation of the whole thing, I'm not seeing all that much of a downside.

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

 

[John P]

Date: 5/6/2010 12:55:25 PM
Author: TNathan
After polite emails and calls, I have gotten nothing but increasing anger from both of them, they both refuse to talk to the other guy, they just keep insisting they are right, and telling me to take it up with the other guy.

Unfortunate. It's a missed opportunity for one, the other, or both to demonstrate goodwill.

If you need to choose one, pursue this with the diamond-seller. The diamond-buck stops with them. If they can't show proof of shipment (security video etc) the grading report remains their responsibility to deliver. They're big boys/girls and, if needed, can phone the other party on behalf of a customer.

 

[TNathan]

Wow, you guys are great. I feel better just having posted and gotten such good replies, at least I know I''m not totally crazy for wanting my certificate.

Yes, the diamond seller is a Pricescope vendor, this is where I found them. And the jeweler is a "big name" chain.

I can''t return the stone, it took over the return time limit to send off for the mounting.

I am glad to hear that a "duplicate" stamped cert is not such a bad thing, i''m a first-time buyer and thought it would hurt resale if the time ever comes. But I do still want the original, it was important to me to get a good GIA cert and it''s kinda like a principle thing.

I will try one last time to resolve amicably, if no dice then we take the next step. Thank you again!

 

[Rockdiamond]

Unfortunate. I''ve had it happen too....we bought a stone from a cutter, which had a GIA report- but only got a photocopy.
They never did find the original.
We ordered a dup, which is stamped Duplicate.
Not that big an issue, but it''s best to have as little to question when selling.
I understand the concern- but if that''s the way it works out, don;t sweat it.

Does the diamond seller realize this conversation is going on?
Not to threaten in any way, but it might be good motivation if you mentioned it......

 

[arjunajane]

Date: 5/6/2010 1:30:39 AM
Author: swingirl
Some of the vendors open all packages in front of a security camera to record the opening. WF does this.

This is what I was thinking - I know WF and I''m pretty sure also BGD do this - open all packages in front of their security cameras, to avoid this sort of thing occuring. Sounds like best practice to me and I would do it too if I were a vendor.
But based on the recent post of the OP, appears the jeweler is not a PS vendor?
(I can''t think of any "big name chains" who are also PS vendors)..

I do think it is a shame one or the other is not stepping up and just coughing up the $30 for the sake of a client''s happiness.

 

[TNathan]

Date: 5/6/2010 11:32:43 PM
Author: arjunajane

Date: 5/6/2010 1:30:39 AM
Author: swingirl
Some of the vendors open all packages in front of a security camera to record the opening. WF does this.

This is what I was thinking - I know WF and I''m pretty sure also BGD do this - open all packages in front of their security cameras, to avoid this sort of thing occuring. Sounds like best practice to me and I would do it too if I were a vendor.
But based on the recent post of the OP, appears the jeweler is not a PS vendor?
(I can''t think of any ''big name chains'' who are also PS vendors)..

I do think it is a shame one or the other is not stepping up and just coughing up the $30 for the sake of a client''s happiness.

The seller of the diamond is on the PS vendor list, while the jeweler who did the setting is a "big name" jeweler, at least here in the northeast.

 

[marcy]

That is too bad this happened. I think the diamond seller should get the certificate for you - it was part of the sale and you never received it.

 

[slg47]

ok sorry to threadjack but marcyc that is the cutest animated emoticon (is there a word for that?)

 

[arjunajane]

Date: 5/7/2010 12:30:42 AM
Author: TNathan

Date: 5/6/2010 11:32:43 PM

Author: arjunajane

Date: 5/6/2010 1:30:39 AM

Author: swingirl

Some of the vendors open all packages in front of a security camera to record the opening. WF does this.

This is what I was thinking - I know WF and I'm pretty sure also BGD do this - open all packages in front of their security cameras, to avoid this sort of thing occuring. Sounds like best practice to me and I would do it too if I were a vendor.

But based on the recent post of the OP, appears the jeweler is not a PS vendor?

(I can't think of any 'big name chains' who are also PS vendors)..


I do think it is a shame one or the other is not stepping up and just coughing up the $30 for the sake of a client's happiness.

The seller of the diamond is on the PS vendor list, while the jeweler who did the setting is a 'big name' jeweler, at least here in the northeast.

Yep, I understand.
Did you ask the jeweller if they open their packages in front of security cameras?

I do think the diamond vendor should step up here, regardless really..

 

[TNathan]

Hi again - if anyone is still reading this thread, the jeweler just suddenly found the certificate, and said he would send it!

Yay! I hope. Now lets hope it all matches up. Thanks to all for helping a newbie!

 

[Dreamer_D]

Date: 5/7/2010 1:37:50 PM
Author: TNathan
Hi again - if anyone is still reading this thread, the jeweler just suddenly found the certificate, and said he would send it!

Yay! I hope. Now lets hope it all matches up. Thanks to all for helping a newbie!

Yippee!!!

 

[marcy]

That is great!

 

[missydebby]

...Phew!