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Custom Ring problems

SFGiant

Rough_Rock
Joined
Jun 29, 2012
Messages
4
I recently purchased a diamond and a custom ring from one of the pricescope recommended vendors. They informed me that they would have a three week lead time and the cost of the setting was $4000. It has been 4 weeks since the purchase of the ring and I have not gotten a definite completion date. After the beginning work for the setting was complete (Wax represntation), they determined that the ring would cost more due to it being more complicated than they originally thought. They want to charge me between 500-1000 extra dollars for the ring because it was more difficult to create and might use more material (platinum).

I don't want to seem unreasonable, but I feel that they should have provided me a more accurate quote when I asked for it. I was upfront with the design, carat weight, clarity, etc. I went with them (even though they were slightly more expensive than other PS vendors) because of the glowing reviews on this forum and they had a stone that fit my criteria. Since I have already paid for the stone and the original setting cost (and no return policy on custom jewelry), I am in a little bit of a bind. Do you all think it is reasonable for them to increase the total cost of the ring anywhere from 12-25%!?

I think that they should provide the service that they said they would for the price that they said, but I really have no leverage other than going to my credit card company and putting in a complaint. Has anyone else dealt with something like this and if so, what did you do. :((
 
What do you have in writing?

"Custom is not returnable" means that, if you change your mind or your GF says "no," you can't bring back the setting. But you still have a right to get what you agreed to and paid for. If they haven't even created the setting yet, just tell them that it's not going to work, and you want a refund. IMO, it would be reasonable for them to keep a couple $100 just for the labor involved in creating the CADs and wax, but you have a right to stop the process because they can't deliver what you wanted (i.e., a design that you like at the agreed price).
 
Personally, no I don't. And if they were a smart business, they'd eat the cost. They sold you a stone, gave you a quote, you gave your go ahead based on that quote, and now they are changing the game.

UNLESS they said the cost can change once the project gets started ahead of time, this is on their dime, IMHO. When I went to Leon for a project, he gave me a range, but that was BEFORE he saw my stone and before we were able to come up with the final design. I decided not to go with him for that project, but on a previous project once he saw my stone, he gave me a very thorough work order itemizing all the details and that was what I paid. Same goes with my experiences with WF. Unless time has passed and material cost changing, no one has never changed the quote midstream for me.

I don't think your vendor is Leon (because he doesn't have rave reviews on this site, lol). Honestly, I've seen a few reviews lately of "mystery vendors" that were recommended by PSers and people don't seen to state the vendor. Which leaves only the good reviews tied to vendor names and the bad ones are incognito. I understand why people do it (afraid of the fanclub, afraid of souring a relationship while the job is in process, etc) but it sure doesn't leave fair accounts here for people do judge vendors by. (and by fair, I think the vendors certainly should feel free to present their case if they are named.)
 
I don't know if it's technically reasonable for them to do this or not, but I wanted to post and tell you that, like you, I would be unhappy with the extra cost added on after the quote (especially since *you* didn't make any changes to the design.) The only situation where this would seem reasonable IMO is if they specifically told you that the cost may go up after they've started the project.

I hope some people who have had custom work done chime in, especially if they've had vendors increase the cost of the piece after the initial quote, but without any changes from the customer.

I've only ever had one custom ring made. It was with my trusted local jeweler, not a PS vendor. I had a hand-forged RG setting made from my own design. The original quote was for $3,800, but after the ring was finished they charged us $2,900. So, it actually cost almost 24% less than what we expected.
 
TravelingGal|1340986943|3225955 said:
Personally, no I don't. And if they were a smart business, they'd eat the cost. They sold you a stone, gave you a quote, you gave your go ahead based on that quote, and now they are changing the game.

UNLESS they said the cost can change once the project gets started ahead of time, this is on their dime, IMHO.

Yes, I agree. It's ridiculous to agree on a quoted price, begin the project, pay your deposit, and THEN they say they need to charge you more. Not right IMO. You're really caught between a rock and a hard place because now they have your money. :blackeye: I think it's very unfair what they are doing.
 
Haven|1340987193|3225959 said:
I don't know if it's technically reasonable for them to do this or not, but I wanted to post and tell you that, like you, I would be unhappy with the extra cost added on after the quote (especially since *you* didn't make any changes to the design.) The only situation where this would seem reasonable IMO is if they specifically told you that the cost may go up after they've started the project.

I hope some people who have had custom work done chime in, especially if they've had vendors increase the cost of the piece after the initial quote, but without any changes from the customer.

I've only ever had one custom ring made. It was with my trusted local jeweler, not a PS vendor. I had a hand-forged RG setting made from my own design. The original quote was for $3,800, but after the ring was finished they charged us $2,900. So, it actually cost almost 24% less than what we expected.

yeah, it's almost dodgy...charge the base minimum so you get the business (or maybe they really thought it would only cost 4K, whatever), then leave no room for issues and the customer is already committed?

Like you Haven, I got a quote for my three stone. When I picked it up, I found I would be paying $1000 less than I expected (their bench quoted lower so they passed on some of the savings to me.) THAT is a much nicer surprise.
 
Is it standard to pay for all or part of the custom piece BEFORE the ring is finished? We didn't pay a dime until my ring was on my hand. (AND I wore my original e-ring while it was being made, even though we were trading that in to offset the cost of the new custom ring.)

It sounds like paying for the entire custom piece before it's done is very risky.

ETA: TGal--Oh, that's interesting--maybe they quote the lower price in the hopes of getting the job, and THEN they add the additional costs after they've won the client. VERY dodgy, indeed. I agree.

This makes me wish we had a collection of people's custom experiences somewhere, so we could sort out what is and isn't being done out there and help people identify reasonable terms for future custom projects.
 
Haven|1340987979|3225975 said:
Is it standard to pay for all or part of the custom piece BEFORE the ring is finished? We didn't pay a dime until my ring was on my hand. (AND I wore my original e-ring while it was being made, even though we were trading that in to offset the cost of the new custom ring.)

It sounds like paying for the entire custom piece before it's done is very risky.

With WF, I think I paid up front since it wasn't a huge amount, and honestly I had enough history with them that they'd get it right. (They did, plus it was cad and cast, pretty easy project). With 23rd street, I paid a deposit but the rest was paid at pickup.
 
Haven|1340987979|3225975 said:
Is it standard to pay for all or part of the custom piece BEFORE the ring is finished? We didn't pay a dime until my ring was on my hand. (AND I wore my original e-ring while it was being made, even though we were trading that in to offset the cost of the new custom ring.)

It sounds like paying for the entire custom piece before it's done is very risky.

ETA: TGal--Oh, that's interesting--maybe they quote the lower price in the hopes of getting the job, and THEN they add the additional costs after they've won the client. VERY dodgy, indeed. I agree.

This makes me wish we had a collection of people's custom experiences somewhere, so we could sort out what is and isn't being done out there and help people identify reasonable terms for future custom projects.

Haven, I really doubt that any esteemed PS vendor would do it on PURPOSE. I'm going to guess that this is a case where a vendor uses a bench and is not the artist himself (Leon, VC, SK) because they seem to have a better idea of the work and materials involved. My guess is they gave a good faith quote based on what they know, but the bench/jeweler is saying otherwise now and they don't want to eat the cost. Many good PS vendors have relationships with a bench.

Plus..is this 4K for cast? If so...wow, I had no idea cast was in that range. Everything I got quoted in that range was hand forged. 4K is not small change for a setting, so I hope they offer the service expected for that caliber. (But hey...Leon doesn't, according to PSers, lol. I mean, people accepted rings in plastic baggies for ages! :lol: )
 
I agree with the others. I haven't had custom work done, but I'm in the very beginning stages now. For me, and like I said mine is just in the baby stages, but my vendor and I emailed back a forth about the project details, he then told me that it could be done within my budget and once the official design was drawn up and I signed off on it he would then give me an exact quote and any savings in the end would be passed on to me.

I would be very upset to find out that the project, once begun, was going to cost almost $1000 more. In my case we are working with our max budget and there isn't room for a large unexpected price increase. So, yeah, I would be very upset if this were happening to me. If you didn't change the design, or the materials, then I think that the vendor needs to eat the additional cost. My DH is a contractor, and this happens in his business as well, bid low to get the job and then something unexpected happens, and we end up losing money on the project, that's just how it goes. I think you need to read your contract with the vendor carefully and if it isn't written that the quote can be changed mid-project, then I would contact them and tell them that it's unacceptable and that you expect them to complete the job for the agreed upon price, or they need to return the stones to you and you will post their name and your experience here.

Haven My vendor charges a very small design deposit, and then when the design and price are agreed upon he collects half the cost of the project with the remaining balance due when the project is complete. I agree with you that it seems risky to have to pay the entire cost up front, but I think that most vendors do collect the entire fee up front for custom work.
 
TGal--Oh, I misunderstood your meaning, sorry. I guess my lack of faith in business is showing. :cheeky:

I think the situation just really stinks for SFGiant, and I hope it can be resolved.

I agree with you that it would be beneficial if people shared which "trusted PS vendors" they're dealing with in these situations, but I understand the reluctance to do so while you're in the middle of a custom project.

4K does sound like a lot for a cast piece.
 
TravelingGal|1340988961|3225990 said:
Haven|1340987979|3225975 said:
Is it standard to pay for all or part of the custom piece BEFORE the ring is finished? We didn't pay a dime until my ring was on my hand. (AND I wore my original e-ring while it was being made, even though we were trading that in to offset the cost of the new custom ring.)

It sounds like paying for the entire custom piece before it's done is very risky.

ETA: TGal--Oh, that's interesting--maybe they quote the lower price in the hopes of getting the job, and THEN they add the additional costs after they've won the client. VERY dodgy, indeed. I agree.

This makes me wish we had a collection of people's custom experiences somewhere, so we could sort out what is and isn't being done out there and help people identify reasonable terms for future custom projects.

Haven, I really doubt that any esteemed PS vendor would do it on PURPOSE. I'm going to guess that this is a case where a vendor uses a bench and is not the artist himself (Leon, VC, SK) because they seem to have a better idea of the work and materials involved. My guess is they gave a good faith quote based on what they know, but the bench/jeweler is saying otherwise now and they don't want to eat the cost. Many good PS vendors have relationships with a bench.

Plus..is this 4K for cast? If so...wow, I had no idea cast was in that range. Everything I got quoted in that range was hand forged. 4K is not small change for a setting, so I hope they offer the service expected for that caliber. (But hey...Leon doesn't, according to PSers, lol. I mean, people accepted rings in plastic baggies for ages! :lol: )

T-Gal I was thinking that the price seemed really high for CAD work too, but when I was trying to decide whether or not to go hand forged or CAD, it seemed that the priced between the two was minimal, between $500-$1000 difference, thats why I decided to go hand forged. It did seem that not too long ago CADs were a much more budget friendly option, but lately they seem to be almost as pricey.

EDIT: Oh shoot, I forgot to mention, I was pumping gas the other day and someone pulled in beside with me a pink license plate that said T-GAL on it! :lol: It made me think of you.
 
I think a half/half is fair. I actually forgot how Leon did it..maybe it was when it was done, I can't recall!

To the OP, is this a done deal? They will not work with you on the cost? And btw, if you are brave enough, stating the case here sometimes does help, so you aren't entirely powerless. But you'd have to be cool with the vendor defending itself, plus the verdict of your general PS public. :rodent:

Either way, I do hope that more people here can post their experiences, good AND bad.
 
Christina...|1340989660|3225999 said:
TravelingGal|1340988961|3225990 said:
Haven|1340987979|3225975 said:
Is it standard to pay for all or part of the custom piece BEFORE the ring is finished? We didn't pay a dime until my ring was on my hand. (AND I wore my original e-ring while it was being made, even though we were trading that in to offset the cost of the new custom ring.)

It sounds like paying for the entire custom piece before it's done is very risky.

ETA: TGal--Oh, that's interesting--maybe they quote the lower price in the hopes of getting the job, and THEN they add the additional costs after they've won the client. VERY dodgy, indeed. I agree.

This makes me wish we had a collection of people's custom experiences somewhere, so we could sort out what is and isn't being done out there and help people identify reasonable terms for future custom projects.

Haven, I really doubt that any esteemed PS vendor would do it on PURPOSE. I'm going to guess that this is a case where a vendor uses a bench and is not the artist himself (Leon, VC, SK) because they seem to have a better idea of the work and materials involved. My guess is they gave a good faith quote based on what they know, but the bench/jeweler is saying otherwise now and they don't want to eat the cost. Many good PS vendors have relationships with a bench.

Plus..is this 4K for cast? If so...wow, I had no idea cast was in that range. Everything I got quoted in that range was hand forged. 4K is not small change for a setting, so I hope they offer the service expected for that caliber. (But hey...Leon doesn't, according to PSers, lol. I mean, people accepted rings in plastic baggies for ages! :lol: )

T-Gal I was thinking that the price seemed really high for CAD work too, but when I was trying to decide whether or not to go hand forged or CAD, it seemed that the priced between the two was minimal, between $500-$1000 difference, thats why I decided to go hand forged. It did seem that not too long ago CADs were a much more budget friendly option, but lately they seem to be almost as pricey.

My handforged, hand engraved piece was more reasonable in cost than people would imagine. If prices are really 4K for cast, I would not bother if a design I had in mind could be handforged.
 
I've heard of this happening with custom jobs and to be honest it would bug the crap out of me. If I hear the quote is let's say $1500 and then am told halfway thru that it's more like $2k... what's the recourse? What does the fine print say? If the quote is literally just a rough estimate and it says in the print that it can be a % up or down one way or the other that's one thing and if someone signs that knowing it, well then....but if it's a this will be X and then it ends up being Y, to me the customer should be able to walk away rather than being forced to pay it.

Not sure what the *exact* details here but IMO the onus should be on the VENDOR, who hopefully, being a professional business knows how to handle such things appropriately, to make sure that the customer doesn't get the shaft.
 
Mara|1340991493|3226024 said:
I've heard of this happening with custom jobs and to be honest it would bug the crap out of me. If I hear the quote is let's say $1500 and then am told halfway thru that it's more like $2k... what's the recourse? What does the fine print say? If the quote is literally just a rough estimate and it says in the print that it can be a % up or down one way or the other that's one thing and if someone signs that knowing it, well then....but if it's a this will be X and then it ends up being Y, to me the customer should be able to walk away rather than being forced to pay it.

Not sure what the *exact* details here but IMO the onus should be on the VENDOR, who hopefully, being a professional business knows how to handle such things appropriately, to make sure that the customer doesn't get the shaft.

You know...I've never actually heard of this happening before. Is this accepted practice? I'd be interested from hearing from vendors in general how this would work. Maybe we are missing something? :confused:

And I agree...they should be able to walk away from the whole deal then. As a consumer, one thing I hate are additional tacked on fees and surprise charges. Traveling these days (airline, hotel) is eye rolling because of it these days!
 
Mara|1340991493|3226024 said:
I've heard of this happening with custom jobs and to be honest it would bug the crap out of me. If I hear the quote is let's say $1500 and then am told halfway thru that it's more like $2k... what's the recourse? What does the fine print say? If the quote is literally just a rough estimate and it says in the print that it can be a % up or down one way or the other that's one thing and if someone signs that knowing it, well then....but if it's a this will be X and then it ends up being Y, to me the customer should be able to walk away rather than being forced to pay it.

Not sure what the *exact* details here but IMO the onus should be on the VENDOR, who hopefully, being a professional business knows how to handle such things appropriately, to make sure that the customer doesn't get the shaft.

It happened to me once before. We agreed on a quote, I paid my CAD fee, and then the jeweler cited rising metal costs and increased the price. I was so pissed. I was then told I either had to pay the new price, or I could walk away, but my CAD fee would NOT be refunded. :angryfire: So upsetting.
 
Laila619|1340992405|3226042 said:
Mara|1340991493|3226024 said:
I've heard of this happening with custom jobs and to be honest it would bug the crap out of me. If I hear the quote is let's say $1500 and then am told halfway thru that it's more like $2k... what's the recourse? What does the fine print say? If the quote is literally just a rough estimate and it says in the print that it can be a % up or down one way or the other that's one thing and if someone signs that knowing it, well then....but if it's a this will be X and then it ends up being Y, to me the customer should be able to walk away rather than being forced to pay it.

Not sure what the *exact* details here but IMO the onus should be on the VENDOR, who hopefully, being a professional business knows how to handle such things appropriately, to make sure that the customer doesn't get the shaft.

It happened to me once before. We agreed on a quote, I paid my CAD fee, and then the jeweler cited rising metal costs and increased the price. I was so pissed. I was then told I either had to pay the new price, or I could walk away, but my CAD fee would NOT be refunded. :angryfire: So upsetting.

That wasn't a PS vendor, right? The ones I work with her lock down the quote for 30 days. That includes quotes I've gotten from Singlestone, Whiteflash, and 23rd Street Jewelers.

Hm, I am really interested in that this happens at all, as I've honestly never read a thread on it here (doesn't mean it wasn't posted on PS...just that I've never read it.)
 
Christina...|1340989660|3225999 said:
TravelingGal|1340988961|3225990 said:
Haven|1340987979|3225975 said:
Is it standard to pay for all or part of the custom piece BEFORE the ring is finished? We didn't pay a dime until my ring was on my hand. (AND I wore my original e-ring while it was being made, even though we were trading that in to offset the cost of the new custom ring.)

It sounds like paying for the entire custom piece before it's done is very risky.

ETA: TGal--Oh, that's interesting--maybe they quote the lower price in the hopes of getting the job, and THEN they add the additional costs after they've won the client. VERY dodgy, indeed. I agree.

This makes me wish we had a collection of people's custom experiences somewhere, so we could sort out what is and isn't being done out there and help people identify reasonable terms for future custom projects.

Haven, I really doubt that any esteemed PS vendor would do it on PURPOSE. I'm going to guess that this is a case where a vendor uses a bench and is not the artist himself (Leon, VC, SK) because they seem to have a better idea of the work and materials involved. My guess is they gave a good faith quote based on what they know, but the bench/jeweler is saying otherwise now and they don't want to eat the cost. Many good PS vendors have relationships with a bench.

Plus..is this 4K for cast? If so...wow, I had no idea cast was in that range. Everything I got quoted in that range was hand forged. 4K is not small change for a setting, so I hope they offer the service expected for that caliber. (But hey...Leon doesn't, according to PSers, lol. I mean, people accepted rings in plastic baggies for ages! :lol: )

T-Gal I was thinking that the price seemed really high for CAD work too, but when I was trying to decide whether or not to go hand forged or CAD, it seemed that the priced between the two was minimal, between $500-$1000 difference, thats why I decided to go hand forged. It did seem that not too long ago CADs were a much more budget friendly option, but lately they seem to be almost as pricey.

EDIT: Oh shoot, I forgot to mention, I was pumping gas the other day and someone pulled in beside with me a pink license plate that said T-GAL on it! :lol: It made me think of you.


Just saw this, and LOL!
 
The way to avoid it is to get the quote in writing and everyone signs it.

The quote should allow for some modifications made during the process because it's not often that there will be 100% satisfied with the first CAD. The vendor could even be specific with the number of modifications that are included in the price. For example, I have my own freelance design firm. When I'm designing a logo for a client, I tell them they have 3 rounds of comps included in the price, any additional comps will be $XX per hour. This statement of work is signed before I even begin work. Also, if a customer does a 180 in the middle of the project, I am able to go back to the original estimate and explain the scope of work - if they want something more above and beyond, then we renegotiate the contract. But, I still have to abide by the original contract until they sign the newly revised one. I know this sounds acceptable in a perfect world. Oftentimes, I am giving away more for free to my clients (not charging an extra comp round or eating material costs), because I also want to offer good customer service and repeat customers. Therefore, I'm willing to be a little flexible.

It sounds like the vendor changed the game-plan and is making SFGiant incur the costs. That's just wrong. And, I don't know why everyone is so scared to tell us who these vendors are. I don't think it's fair to bash companies at will, but it gives the company an opportunity to fix a mistake.
 
mandasand|1340994500|3226069 said:
The way to avoid it is to get the quote in writing and everyone signs it.



It sounds like the vendor changed the game-plan and is making SFGiant incur the costs. That's just wrong. And, I don't know why everyone is so scared to tell us who these vendors are. I don't think it's fair to bash companies at will, but it gives the company an opportunity to fix a mistake.

Well, I can see why in case this the OP hasn't - and it would be better to work it out behind the scenes anyway and not have a courtroom case going on PS (like there has been in the past).

That being said, it would be great once a resolution is reached (whatever it is) that people come back and post about the entire thing, so at least people can be aware that these things happen, and with who.
 
I also think we should know who the vendor is. I don't understand why its a secret. Pricescope is about the good and the bad surely?
 
My personal experiences with custom were that I had to pay half up front.

In this case, we'd have to know exactly what the terms were upfront and hopefully in writing. Was the price firm or just an estimate of how much it would cost? Apparently the vendor hasn't made this ring before, and I always try to use a vendor that HAS made a very similar item so I can judge if they made it like I wanted.

If the price was firm, then I am not understanding how the price could go up. That is what makes me think that maybe it was an estimate and not a firm price. If they cannot do it for the price quoted, then I think they need to offer you the option of a refund.
 
I've always had to pay the vendor in full before I get the product in-hand. Sometimes I've paid in full at inception, sometimes it's been a deposit then and the remainder before shipping out - I've never worked with local vendors, I can see how they might use different payment models for local customers.

I haven't have a problem with it. I DO have a problem with a vendor trying to tack on 500-1000 extra if they didn't suggest at the beginning that price may be adjusted as the project unfolds. I will be taking on a pricey project next year and I fully expect the price to vary somewhat through the process, but I am going into it with that knowledge.

SFGiant, please DO NOT name the vendor until you have come to some resolution or made the final decision to back out (if that is even an option :sick: ) in this case it makes no difference who the vendor is, the (IMO unacceptable) behaviour is all that matters, and naming them is far more likely to invite responses that blur the issue and give you a headache than it is to achieve anything productive. Maisie - it would seem reasonable to believe that all those who post here are capable of measured responses regardless of how they feel about a customer's experience or situation, unfortunately that is most assuredly not the case.
 
I have not read the other replies, but my opinion is that when they determined it would cost more, they should have given you the options of a) paying the extra; b) stepping out of the contract and receiving a refund for the mount and/or the diamonds; or c) changing the design. They could also have simply chalked it up to poor planning on their part and absorbed the extra costs.
 
Yssie|1341000089|3226124 said:
SFGiant, please DO NOT name the vendor until you have come to some resolution or made the final decision to back out (if that is even an option :sick: ) in this case it makes no difference who the vendor is, the (IMO unacceptable) behaviour is all that matters, and naming them is far more likely to invite responses that blur the issue and give you a headache than it is to achieve anything productive. Maisie - it would seem reasonable to believe that all those who post here are capable of measured responses regardless of how they feel about a customer's experience or situation, unfortunately that is most assuredly not the case.

Fair enough. :)) I do hope the OP comes back to let us know the outcome though.
 
I was told I needed to pay the setting price at time of purchase which I did. Then after receiving the cad drawings it said any changes to the ring after approval of the cad (by me) would incur a cost. I also just noticed that at the end it did say I will let you know about any price adjustment after speaking to the bench. So I guess it is my fault for not reading that portion of the email in enough detail. But is a price adjustment of 25% really acceptable. I do understand things can change, but I don't think all the costs should fall on me.
 
SFGiant|1341003287|3226160 said:
I was told I needed to pay the setting price at time of purchase which I did. Then after receiving the cad drawings it said any changes to the ring after approval of the cad (by me) would incur a cost. I also just noticed that at the end it did say I will let you know about any price adjustment after speaking to the bench. So I guess it is my fault for not reading that portion of the email in enough detail. But is a price adjustment of 25% really acceptable. I do understand things can change, but I don't think all the costs should fall on me.

It definitely rubs me the wrong way...

It seems contradictory to require that you pay for the setting up front, but also say "I'll let you know about any price adjustment after speaking to the bench". That would imply to me that the price wasn't firm. Hopefully some of the fine experts here will be able to advise you on how to best proceed.
 
I don't think that is fair. A 25% increase is pretty significant and I think they should give you the option of refunding your money and not going ahead with the ring if you don't want to pay the increase.
 
Did you change anything after the CAD was done?
 
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