dimendScaasi experience

[Nina]

Date: 6/20/2006 8:33:44 PM
Author: dimend SCAASI
Hello everyone, this is Isaac Gottesman, the owner of dimend SCAASI.

I must say, I am shocked and dismayed to have just read this post. Especially since this is an email Alexa received from this client the day she received it:

From: Nina
Sent: Friday, June 02, 2006 4:02 PM
To: [email protected]
Subject: RE: received the package

Hi Alexa,

I called you earlier, you were busy with a customer..and I spoke with another lady. I just wanted to tell you that I received the ring, and this time it''s really great! It''s what I was imagining. I''ll write/call Isaac to thank him next week, when he is back.

Thank you again.
Best regards,

Nina

It is correct, the ring was not made perfectly the first time, which is why instead of fixing it, I suggested we shall have a new one made (I should point out that no convincing was necessary on the client''s part, I suggested this even before the ring came back). I had decided to do so since it is more important for me to have a ring made from scratch perfectly, then fixing it over and again.

Although we typically quote 2 weeks for such ring, it does occasionally take longer than expected and as sorry as we are for that, it is normal for a business producing as many rings as we do. Still, our priority is to create our rings as quickly as possible, while maintaining the high quality we are already famous for.

As for our Nail Polish, we have our very own brand of extremely high end Nail Polish with over 70 color choices, all designed and personalized by my wife, a project that took over 3 years in the making. We have clients coming in to get more of these colors almost daily! I am not in the habit of being extorted for any refunds, but feel bad if something goes wrong, or if a client is unhappy. This is why I offered to send 3 bottles, but apparently, this client had something else in mind.
So, in order to put this to rest, I had offered to send her child a very cute Humpty-Dumpty Piggy Bank made in Pewter and hand-engraved by our engraver with her child''s name. This was just ready today and we are shipping it 2nd day delivery via FedEx.

I welcome client''s comments and criticism, but as hard as we try to please everyone, certain situations may occur and will gladly stand behind our product and either fix or re-make it as necessary. These are EXTREMELY rare occurrences, but we have and ALWAYS will take care of them promptly.

Sincerely,

Isaac Gottesman

P.S. While copying and pasting the client''s email, I neglected to omit the client''s last name and e-mail address - I appologize for that!

Isaac,

First of all, if you read attentively my first post I said " Now the ring looks very nice... but it took 6 weeks altogether and plenty of my e-mails and phone calls to receive it."

and

"I really like the ring (it’s a solitaire 1A2E style - http://www.dscaasi.com/build/step1.asp?prodID=1A2E), but it still doesn’t look as a one-piece ring like on the photo (the part that is holding the diamond is just attached to the ring, and on the first defective ring the connection between 2 metals was like on the photo) but it’s much better that the 1st one I received…and I still like it."

I told you exactly the same thing over the phone.
So, as you can see, I did not say that I do not like the last ring (about the 1st ring you agreed it was defective), I was writing about that long waiting, all the phonecalls and e-mails I had to make..and our converstations.

I am sure that nail polishes are exclusive, but once again - I do not use nail polishes at all, never.. They are of no value to me at all. I was paying for a handmade ring that would be delivered in time and as presented on the photo and without my having to put any effort or time making sure it finally gets to me.

I really hope that copying my e-mail address and my last name and daughter''s name was an unfortunate mistake.

 

[Nina]

Date: 6/20/2006 8:33:44 PM
Author: dimend SCAASI
We have clients coming in to get more of these colors almost daily! I am not in the habit of being extorted for any refunds, but feel bad if something goes wrong, or if a client is unhappy.

Whoever wants 3 bottles of exclusive dimendScaasi nail polish, could get them free from me if the postage is payed by addressee.

 

[scaasi]

Hello Nina,

I really don''t wish to have a ping-pong match on this topic. Your point is taken, and if the worst ''injustice'' you experienced was the length of time it took for you to receive BOTH rings - AND I WISH TO MAKE IT CLEAR, THE RING DIDN''T TAKE 6 WEEKS TO MAKE, 2 RINGS WERE MADE IN THAT PERIOD OF TIME - then I deeply and trully apologize, as I have on the phone to you. We try as hard as we can to accommodate all our clients, all we ask in return, is a bit of patience and courtesy, after all, we are all humans.

Your gift is on its way to you and I would like to take this opportunity to wish you and your family all the best.
Please let me know if I can be of future service.

Sincerely,

 

[puddy]

I have never heard of this store but it sounds like a very stressful experience, sorry to hear you went through it. I find it very odd and insulting that his "gift" was cheap nailpolishes. How strange!

 

[TravelingGal]

Date: 6/21/2006 1:16:16 PM
Author: dimend SCAASI
Hello Nina,

I really don''t wish to have a ping-pong match on this topic. Your point is taken, and if the worst ''injustice'' you experienced was the length of time it took for you to receive BOTH rings - AND I WISH TO MAKE IT CLEAR, THE RING DIDN''T TAKE 6 WEEKS TO MAKE, 2 RINGS WERE MADE IN THAT PERIOD OF TIME - then I deeply and trully apologize, as I have on the phone to you. We try as hard as we can to accommodate all our clients, all we ask in return, is a bit of patience and courtesy, after all, we are all humans.

Your gift is on its way to you and I would like to take this opportunity to wish you and your family all the best.
Please let me know if I can be of future service.

Sincerely,

As far as I am concerned, the ring DID take 6 weeks to make because the first one was lacking. Ultimately she did have to wait 6 weeks for the final, satisfactory product. Dimend Scaasi only had to make two rings because the first one was bad!

Maybe it''s me and I''m reading into it, but it doesn''t sound like Isaac really considers Nina''s experience with them unacceptable since he thinks the worst "injustice" was the wait time of 6 weeks. She also had to email and track down what was going on herself.

I was looking at a wedding band from this site, but based on this the response of the vendor on this thread, I would very much hesitate to do business with them. Other vendors have had far worse reviews and handled them with more tact.

Just my two cents.

 

[decodelighted]

Date: 6/21/2006 1:16:16 PM
Author: dimend SCAASI
I WISH TO MAKE IT CLEAR, THE RING DIDN''T TAKE 6 WEEKS TO MAKE, 2 RINGS WERE MADE IN THAT PERIOD OF TIME

It took six weeks for her to get an ACCEPTABLE ring of SALEABLE quality as determined by BOTH seller & customer (according to Nina). Its STILL not what she THOUGHT she was getting when she originated the purchase. You can make as many pizzas as you want to in the kitchen, but until I get one that''s edible, clock''s still ticking. Wish jewelry was "on time delivery" or free

. Maybe that would get the lead out!

FYI -- Nailpolish, no matter how "exclusive" the colors or formulation, is a gift I personally would consider ALL KINDS OF TACKY. Not at all befitting the clientele of multi-thousand dollar jewelry purchases. Issac, ya might want to rethink that gift considering how so many of us (potential customers) are reacting to it. You can''t talk people into wanting something or being pleased to receive it.

 

[aussiegirl23]

DecoDelighted,

THANK YOU FOR YOUR COMMENTS ON THE NAIL POLISH!

I thought I was perhaps over-reacting, especially given Isaac''s description of them, but seriously, I still think it''s tacky and basically throwing pennies at you to shut up. It''s also a gift that some people would never use - and even the piggy bank is not something related to the ring - I understand mistakes happen, but Nina didn''t seem like she was trying to "extort him for refunds" but just get her ring done well and on time.

I apologize if this is insulting to his wife''s top-of-the-line nail polish, but as another person who would never wear it... it seems kind of lame.

Aussiegirl : )

 

[decodelighted]

Date: 6/21/2006 1:49:26 PM
Author: aussiegirl23
I still think it''s tacky and basically throwing pennies at you to shut up. I apologize if this is insulting to his wife''s top-of-the-line nail polish, but as another person who would never wear it... it seems kind of lame.

I can only imagine what they give MEN?? Shaving cream? It has a really strong "shut up the little angry ladies" odor to me!

(on second thought -- I bet MEN get $$$)

 

[Mara]

okay gals..i think isaac gets the point....ixnay on the nail polish and no shaving cream for men.

while i may not understand the nail polish thing, there are shades of gray with customer satisfaction or trying to get to that point. it was commendable of isaac and his team to send the nail polish as a little something, thinking she'd like it....and the piggy bank thing was cute, but yes many times it's just as simple as getting the ring or jewelry item done in the timeframe you promise...then there are no 'patience' gifts required.

i also think that isaac may not have realized just how much of a blessing PS can be...and a curse at the same time. there is definitely a fine line to walk in terms of respect given to the consumer here by vendors....i personally didn't care for some of his tone in a few of the lines there...regardless of what he actually feels inside...using terms like 'shocked and dismayed' about nina posting here to me seems like he is calling her a liar, like she gave off some other impression of happiness...and i felt a little inappropriate for a post here. also the comment about him not taking kindly to having money extorted from him....

isaac, have someone else proof your posts in the future is my own humble suggestion in order to keep the PS wolves at bay.

 

[togal]

On a side-note, I requested, via e-mail, a price quote on a ring from DimendScaasi (green tourmaline w diamond halo), to which I received a reply stating that I would receive the quote shortly......but it never came. That was weeks ago.

 

[diamondseeker2006]

Date: 6/21/2006 2:34:54 PM
Author: togal
On a side-note, I requested, via e-mail, a price quote on a ring from DimendScaasi (green tourmaline w diamond halo), to which I received a reply stating that I would receive the quote shortly......but it never came. That was weeks ago.

Well, if we want to start pointing fingers at vendors who haven''t replied to emails, the list will be a LOT longer than just this one.

 

[Kaleigh]

Date: 6/21/2006 2:42:00 PM
Author: diamondseeker2006

Date: 6/21/2006 2:34:54 PM
Author: togal
On a side-note, I requested, via e-mail, a price quote on a ring from DimendScaasi (green tourmaline w diamond halo), to which I received a reply stating that I would receive the quote shortly......but it never came. That was weeks ago.

Well, if we want to start pointing fingers at vendors who haven''t replied to emails, the list will be a LOT longer than just this one.

Yeah let''s not go there, hehe.

I always say to call if an email doesn''t get a response. Who knows it may have gotten lost in cyber space?? Plus calling them is toll free.

 

[lumpkin]

Mistakes do happen, and many people realize that. If a mistake were to be made on a custom project I would rather have my jeweler show me his genuine concern by responding promptly and keeping whatever promisses are made to correct the problem within the promised time frame. Sending a patience gift kinda cheapens the deal, somehow. Sending two patience gifts....well, it doesn''t inspire a lot of confidence.

However, I think it is entirely appropriate for a jeweler to send a thank you gift once the transaction is complete, but perhaps a more appropriate gift, like maybe something that would help the customer care for the product (like jewelry cleaner, a polishing cloth, etc.). I was very pleased to receive jewelry cleaner with the purchase of one of my rings, and when I had my pear set, the jeweler included a complimentary appraisal for me to send to my insurance company. To me that just iced the cake of the experience and gave me a very nice feeling about the jeweler. He really is a class act.

I''m sorry you had this experience. I know I had a bad experience with a local jeweler (only once) and I ended up trading the diamond because every time I looked at it I remembered the bad experience. It really sucks to have that association with your bridal jewelry and any jeweler worth his salt should understand that. Of course, there are those people who are unhappy no matter what you do for them, but it doesn''t "feel" like that''s the case here.

 

[bmathews]

I want to add to this thread that I am currently working with isaac on a ring and he has been nothing but helpfull and is genuinly concerned about his customers. I spent over an hour today on the phone with him looking at a diamond up close, he pointed out every single little defect and showed me the diamond from all sides in real time.

He IS concerned about his customers and his reputation and I could tell from that, yes he posted an email on the forum but not everyone understands internet etiquitte as perfectly as we all do. I know there have been many other satisfied customers that isaac has helped on pricescope and I hope to be another.

I don''t think anyone should take this one instance a representative of isaac and the company as a whole, it seems to be an instance. I honestly believe it may be a case of growing pains, just as stated earlier.

I am excited for my ring to be made and I am going to start a thread about it in the show me the ring forum for anyone interested.

I hope everyone doesnt get all bent out of shape from this and realizes its most likely a 1 time incedent, in a few weeks I will know.

Bryan Mathews

 

[scaasi]

Our e-rings are shipped with the following:

GIA or AGS certificate
Invoice
Appraisal
A very cool ring box made for us in Germany
Cleaning solution
Polishing Cloth
Our own Nail Polish (believe it or not, those who do wear them, cannot stop raving about it...) gift wrapped.
Shopping Bag
All, at no additional charge I might add
Last, shipping is free.

We receive about 200-300 emails daily and when you send one to us, please be sure to allow our domain access via reply mail should you have SPAM blocker installed.

For those who are not familiar with us, all you have to do is search under dimend SCAASI to see the amount of positive reviews we have received.
We simply don't have unhappy customers because if there is ever an issue, it is resolved instantly. After all, since what's at stake here is the ring itself, my concern is to deliver it in perfect condition - if need be, a ring will be re-made and re-delivered to our client's satisfaction. We do not give partial refunds on our rings or any gifts of sorts. Of course, if a client decides to return a ring for credit, they are welcome to do so, otherwise, ample time should be given for the re-creation of the ring.

From time to time, there might be a delay in production, and for that we do apologize. We know our clients are anxious to receive their rings and do as much as me can to avoid these occurrences.

Now let's all take a deep breath and put this post to rest.
If anyone has any concerns or questions, I am always available via phone Toll Free at 888.502.1700. You will find me to be extremely patient and helpful.

I hope to be given an opportunity by each and every one out there who doubts our customer service, reputation and overall quality, a chance to show what we are all about and how talented and knowledgeable we are.

Happy shopping to you all.

 

[Munchkin]

Bryan, while I hardly consider myself "bent out of shape" I can honestly say that I would not use this vendor. While the original story was unfortunate, it was the vendor's attitude is his posts that lost my business. I think my feelings have been similarly reflected in posts above by others.

Growing pains are acceptable. A condescending, defensive attitude is not.

On the internet, words speak just as loudly as actions. I found this, in particular, unacceptable:

"I really don't wish to have a ping-pong match on this topic. Your point is taken, and if the worst 'injustice' you experienced was the length of time it took for you to receive BOTH rings - AND I WISH TO MAKE IT CLEAR, THE RING DIDN'T TAKE 6 WEEKS TO MAKE, 2 RINGS WERE MADE IN THAT PERIOD OF TIME - then I deeply and trully apologize, as I have on the phone to you. We try as hard as we can to accommodate all our clients, all we ask in return, is a bit of patience and courtesy, after all, we are all humans."

I hardly think I am imagining the tone I hear while reading that post. This is not a person I would do business with.

Munchkin

 

[Kaleigh]

Date: 6/22/2006 12:13:06 AM
Author: Munchkin
Bryan, while I hardly consider myself 'bent out of shape' I can honestly say that I would not use this vendor. While the original story was unfortunate, it was the vendor's attitude is his posts that lost my business. I think my feelings have been similarly reflected in posts above by others.

Growing pains are acceptable. A condescending, defensive attitude is not.

On the internet, words speak just as loudly as actions. I found this, in particular, unacceptable:

'I really don't wish to have a ping-pong match on this topic. Your point is taken, and if the worst 'injustice' you experienced was the length of time it took for you to receive BOTH rings - AND I WISH TO MAKE IT CLEAR, THE RING DIDN'T TAKE 6 WEEKS TO MAKE, 2 RINGS WERE MADE IN THAT PERIOD OF TIME - then I deeply and trully apologize, as I have on the phone to you. We try as hard as we can to accommodate all our clients, all we ask in return, is a bit of patience and courtesy, after all, we are all humans.'

I hardly think I am imagining the tone I hear while reading that post. This is not a person I would do business with.

Munchkin

That did it for me too, plus posting her name, email addy and her child's name. To me that was a deal breaker. I will try to keep an open mind, and will see how it goes. No vendor is perfect, but how they go about handling situations such as this speaks volumes.....

 

[bmathews]

I understand both of your points and honestly when I read the post with the email information in it I knew it was not a good thing. It is considered poor netiquette but on the other hand I also do not base my complete opinion on a person by one problem.

I also read that post an understand the "tone" coming of of the post, although new to pricescope I post in online forums regularly and that post seemed to have somewhat of a negative connotation to it. Again, I believe that not everyone in the world posts on forums all the time and truely understands the "tone" of a post. I would sya it may be especially true to the fact that isaac is foriegn and english may not be his native language (I did not ask him on the phone, he spoke very well and I could only assume from his accent and from what I have read about him)

I will share that on the phone he does not come off like he does online and id hope that like me, others would look at his track record from others before pushing him aside.

I know I sound all defensive and hopefully I am right since I have a ring on the way , but he really seems like a good guy and I am one to give him a chance from reading others happy stories.

anyhow, happy summer solstice! the days only get shorter from here on out

 

[tracys126]

Not to highjack the post, but this thread is making me wonder how objective Pricescope is for consumers.

Not to be controversial, and I love Pricescope, but Nina was trying to give us her personal take on the experience, only to be responded to the business owner she was sharing the information about. How can we be honest and open with each other regarding our experiences with vendors, if they are reading and responding to our posts?


I mean, is this a forum for consumers, or vendors, or everyone interested in diamonds? I should probably have read the fine print!


I don't mean to come across as harsh, but I feel bad for Nina who was just trying to inform everyone of her experience. And I didn't think it was particularly bad, just one persons experience.

 

[coda72]

Date: 6/22/2006 3:21:35 AM
Author: tracys126
Not to highjack the post, but this thread is making me wonder how objective Pricescope is for consumers.

Not to be controversial, and I love Pricescope, but Nina was trying to give us her personal take on the experience, only to be responded to the business owner she was sharing the information about. How can we be honest and open with each other regarding our experiences with vendors, if they are reading and responding to our posts?


I mean, is this a forum for consumers, or vendors, or everyone interested in diamonds? I should probably have read the fine print!


I don''t mean to come across as harsh, but I feel bad for Nina who was just trying to inform everyone of her experience. And I didn''t think it was particularly bad, just one persons experience.

Tracy, I completely agree with you. I think this is the reason many people don''t post about bad experiences with vendors on here. I''ve seen it happen before, quite a few times. Someone posts about his/her bad experience, then the vendor posts on here refuting what the the consumer said. I think I personally would be hesitant to post about any bad experience here.

 

[jaz464]

Why should it matter if the vendor reads the negative post about him/herself? I think that it is important for customers to be honest with vendors about their level of satisfaction. There have been a few situations where someone came on here to complain about their expirience with a particular company. He/she recieved sympathy and understanding from their fellow PS's. But then the vendor chimed in to give their side of the story and suddenly it was obvious that the customer was way out of line. That is not the case here I believe but it is good to get 2 sides to the story.

 

[bmathews]

Date: 6/22/2006 8:14:12 AM
Author: jazmine
Why should it matter if the vendor reads the negative post about him/herself? I think that it is important for customers to be honest with vendors about their level of satisfaction. There have been a few situations where someone came on here to complain about their expirience with a particular company. He/she recieved sympathy and understanding from their fellow PS''s. But then the vendor chimed in to give their side of the story and suddenly it was obvious that the customer was way out of line. That is not the case here I believe but it is good to get 2 sides to the story.

I agree that in any open forum a Vendor should be allowed to rectify and state thier side of a store for any problem. Otherwise someone with a vendetta could ruin a vendors reputation without the vendor given any chance to respond.

 

[lumpkin]

I understand the point about PSers rallying around favored vendors. I think it goes case by case, though. I''ve seen instances where much support was given to the vendor, and some where the support went to the customer.

In one instance a customer was greatly helped when an on line vendor failed to provide the EGL report with her diamond. She waited for months, repeatedly requesting for the vendor to provide it. She came on the forum and told her story. There was so much support rallied on the forum that the vendor felt pressured to finally track down and provide that report. It was fairly clear that her repeated requests were being at worst ignored, at best neglected, and without PS she probably would never have gotten her report. This was one particular instance where reporting a negative experience helped resolve a problem.

It is important for everyone to share their experiences, both positive and negative, because it helps give those who want to use the vendors first accounts of how they do business. However, if someone is going to give a negative account, it does behoove them to make sure they''ve given the vendor every chance to correct the problem before posting negatively. No one likes to have cheap shots taken at them, and PSers are loyal to vendors who are generally good to work with.

 

[denverappraiser]

Growing pains includes learning how to deal with internet forums. Mara’s advice about using a proofreader is dead on, especially for confrontational issues like a response to a customer complaint. The suppliers here, including the jewelers, appraisers and insurance people are putting themselves into a VERY public arena and most are doing this for the first time. Everything we write gets read by thousands of people, it gets archived automatically and it gets indexed into both the PS search engine and even Google for future generations. Say something stupid and it gets carved in stone forever. It’s scary as hell and stupid comments can be both severe and permanent. My appraiser friends think I''m out of my mind for participating here because of this very issue. I agree that Isaac has bungled some of his posts here because he got mad but it’s worth realizing that he’s being held to an incredibly high standard that he didn’t even know existed a year ago. To the best of my memory, this is the first negative post that he’s dealt with and he’s not starting out as an expert at it. I must point out, there’s something to be said for the fact that he doesn’t have a lot of practice at this sort of thing. You can bet he will be better at it next time.

Tracy,

One of the big values of PS is exactly that the dealers can read and respond to this sort of criticism. A blog where someone can anonymously post complaints is, in my opinion, useless because it’s purely one sided. I’m on the industry side in this case but I do internet research for most of my shopping and I LOVE forums like this while I find the blog style complaintfests to be not worth reading.

Neil Beaty
GG(GIA) ISA NAJA
Professional Appraisals in Denver

 

[momothree]

I have been absent from PS for a while but was looking around this morning, came across this thread and felt the need to respond. I have made two major jewelry purchases (an eternity band and an e-ring reset) with DimendScaasi and like several others who have spoken up, I have never found Isaac to be anything less than a total gentleman and 100% concerned with customer satisfaction. That being said, I agree that the tone of his posts in this thread was not great. I also agree that he made a mistake for posting names and email addresses and think that he should have apologized for that particular error.

Perhaps his tone was a result of writing while angry or upset, inexperience with posting on a public forum, or something else entirely -- who knows. I just hope that if his work is ever brought to task before group again, he will take a deep breath before writing and, as others have mentioned, have someone else read his message before hitting the Submit button. At the same time, I hope that people will not judge him too harshly on the basis of this unfortunate affair. He really is a great guy to work with, and I have been incredibly pleased with the quality of his work.

 

[fire&ice]

Date: 6/21/2006 1:12:40 PM
Author: Nina

Date: 6/20/2006 8:33:44 PM
Author: dimend SCAASI
We have clients coming in to get more of these colors almost daily! I am not in the habit of being extorted for any refunds, but feel bad if something goes wrong, or if a client is unhappy.

Whoever wants 3 bottles of exclusive dimendScaasi nail polish, could get them free from me if the postage is payed by addressee.

You had my sympathies until you started WHINING about the nail polish and then this snippy retort. Sorry, I think it to be an appropriate gift. Things don''t always go smoothly,.

 

[coda72]

I remember at least one other time that Dimend Scassi felt it necessary to come back and refute everything that a customer said. Here''s the link to the post:

https://www.pricescope.com/community/threads/reputable-jeweler-in-chicago.31448/

I probably wouldn''t deal with this vendor for the simple fact that everytime someone says something negative about them, they find it necessary to post, refuting everything that the customer said. I don''t find that to be good customer service, and especially in this case where the post contained personal information and just didn''t seem very sympathetic to the customer''s concerns.

 

[pricescope]

Tracys126,

Objectiveness and balance of this forum is based on its openness for anybody to post factual information and first hand experience. Both consumers (participants and lurkers) and vendors (advertisers and not) can share their side of the story and learn.

Nobody''s perfect and can make a mistake. Sometimes vendors make errors or fail to deliver as well as consumers might not be always right, have too high expectations, or be unrealistic. That''s why it is important for vendors to be able to respond. We do believe that when a vendor respond in calm and professional manner, it often helps to resolve the issues.

As long as the dialog is conducted in constructive and civil manner without bashing anybody, both vendors and consumers can learn how to deal with the problems. Vendors can also learn how to improve their business.

As Neil wrote, it takes time for different companies to learn how to deal with the situation when any consumer can say anything about them on the internet.

Also, Tracys126, there is no fine print - just the forum policies, which you should read before register on the forum. You can see there what vendors are allowed/forbidden to do.

Coda72, I guess many people do not post their experience both good and bad for differrent reasons. As far as we concerned, consumers should not be afraid to post about their experience with any vendor here as long as it is first-hand factual information.

 

[strmrdr]

Every vendor is going to have problems from time time and have an occasional unhappy customer.
How they handle that when it comes up is the best way to judge a vendor.
I was sympathetic to both sides until I read the bad way he chose to handle the complaint.

I disagree that its a bad thing that vendors can reply to complaints.
I learned more from the vendors response in this thread than the original problem.
Needless to say I wont be dealing with dimend SCAASI anytime soon after this.
Maybe he will straiten up, maybe he wont.
There are vendors with better customer relation skills available who will get my recommendation.

my 2c

 

[jimhwu]

Expectations is very different from one to another... while a lot of you don''t feel the nail polish is a good gift, are''t you all kind of missing the point here? It''s not like DS was being a pain in not wanting to redo the ring, right? The gifts were in response to her unhappiness at not receiving a saticfatory ring in her eyes after waiting three weeks. Honestly, some vendors will simply just apologize and do nothing else besides redoing the ring again. Since the second ring was delayed too, another gift (very nice gift imho) was sent out again. It may take some time and they may not always be prompt in communication. They are only a 4 person operation when I dealt with them.

Yes, I don''t think his tone came across great in his posts, but writing abilities does not 100% depict the individual''s personality. I think a lot of people here are spoiled by such great customer service and any glitch gets magnified so much! Being a member for years, but posting infrequently, I have seen bad experiences posted on almost every vendor that gets pushed here. No vendor can satisfy every customer.

WARNING - Long winded text follows... you can skip if you don''t care about my experiences with the 3 vendors!

I have had dealings with three vendors, all had some communication issues with email or phone, but all in my eyes very good vendors. My point is maybe "to me", it''s not a big deal because sometimes things got delayed by a week or so or email responses takes a couple of days...

First Vendor: Dimend Scaasi - Great, bought E-ring and Wedding bands there. Timeframe was discussed for each item, sometimes things got delayed by a week or so, but I deal with it. We had two ring issues that were caused by ourselves but Isaac assisted us in getting them resolved without question:

Issue 1: My wedding band had a surprise engraving inside, unfortunately, my wife was very busy with the wedding and she made a slight mistake in the text when she submitted it to Isaac. When we got the bands, I was surprised and happy, but she was upset that she made the mistake. Isaac redid the engraving again, no questions asked, not a big deal.

Issue 2: My wife bent her delicate floral wedding band at our reception, by being a little bit overzealous with celebrating at our reception (we don''t quite remember what happened...)

Ring was bent bad and we lost 3 little diamonds.

She was distraught and I was willing to pay to get the band redone. Isaac took a look at it, gave us two choices in that he will try to fix it and if it can''t be done, he would redo it. He fixed it (looked llike 97% of original, but we were happy as this band have more meaning than a redone band to us) and re-added the 3 little diamonds at no charge to us. My wife was very happy. Everytime we''ve been back to get rings cleaned and whatnot, we receive cleaning solution for free. As for the nail polish, my wife was happy to pick out a great unique color that was fun.

Second Vendor: Signed Pieces. Great as well. Bought a thin 9 stone (alternating pink sapphires and diamonds) band for my wife. They were fine with email communication, sometimes it took a day or two, but no big deal as they were busy. The only issue is I wanted an invoice via email sent to me for my records since the order was done over the phone. Took a couple of extra emails and phone calls to get it, but again, I guess it''s not a big deal. Ring came fast and nicely packaged and very well priced. We were both very happy.

Third Vendor: Whiteflash. Also Great! I wanted to see what all the hype is about the ACA diamonds, so I bought a pair of diamond stud earrings. Dealt with a great girl, Jaime. First email response took a couple of days, but I knew they were busy, so not a big deal. I did send a couple of other emails asking additional questions, most were answered promptly, but one was completely missed. Again, not a big deal as I miss emails sometimes too! Picked out two great diamonds and placed the order. I found the paperwork a little bit too much (faxing forms back and forth), but that''s how they do business, so I deal with it. Found out that they only deliver to Fed Ex locations, again, a minor inconvenience to leave work a little early to pick it up. Got the package and it was packaged like a vault. Earrings are great, and my wife loves them. Got a great thank you note from Jaime later with a little Starbuck coffee gift card. I thought it was very nice of them. Of course, they might not know that I despise starbuck coffee, but it was the gestured that counted!

Sorry for the long winded post, haha. I just really think that you can''t go wrong with any of the vendors here, but they are all human and mistakes happen. I like working with different vendors and will continue to use the three above and new vendors because everyone offers something just a little different.

Jim