susiegrneyes
Shiny_Rock
- Joined
- Jan 4, 2008
- Messages
- 302
I ordered a ring more than a month ago and was assured it would be everything I wanted. What I recieved was my stone set crookedly in a crooked basket all in a ring that is not the size I ordered. I want to know if you think it is unreasonable to ask for my stone to be unmounted and have a refund issued. Also, I have a feeling I overpaid to begin with.
The long story: (and I do mean the long version)
To whom it may concern:
When making my purchase I initially felt confident because Andrew’s jewelers is a very reputable company. I dealt with Hany at the Easton location. I came in for a quote on a semi-custom ring. He quoted me $795 for the overnight setting 50028-E in 14 k white gold with F-G and SI quality side stones. For this ring, I am providing the center diamond. He told me if I ordered on Friday, December 14th, I could have the ring by Monday, December 24th. I returned on Sunday, December 16th to place my order. That day, I requested to know how much additional it would be to upgrade to better quality side stones (colorless, vs clarity). Hany advised $150. I said that sounds like a good deal for 1/3 carat of stones. Hany agreed and it was added to the purchase price. I advised him that I would prefer 18k white gold. He said that it adds 40% to the price of the purchase and that it is a special order item. I declined because it would take the purchase price above my $1000 limit. He totaled my order and advised that it was an additional $75 for setting my diamond. I said okay. He came up with a total of $1045.00, because I did not have a calculator to add it up myself I signed the receipt. Later, I realized that I had been overcharged. Also, after I signed the receipt he told me it would be at least 4 weeks to receive my purchase, which is much longer than I anticipated. I felt like he rushed me into purchasing the ring. He didn’t even ask me my ring size.
$795.00 setting
$150.00 upgraded side stones
$75.00 setting and sizing
$1020.00
On my way home, I stopped at another local jewelry store. Jim Kesser quoted me $1025.00 for overnight setting 50028-E in 18 k white gold with VS1, F-G side stones including setting my stone. He also told me that Overnight had the 18 k setting in stock and he could the entire project competed in 2 weeks. Given this knowledge I called first thing in the morning to advise that I would like to cancel my order. I came in Monday, December 17th to cancel the order. When I arrived Hany was not available, so I spoke with Jason. I provided Jason with the information on the ring, and he advised me that he would check to see if they could match the price. He asked if they were able to match the price for 18 k, if I would like to continue the order with them. I advised that I would because Andrew’s does have a guarantee that the other jeweler did not. I asked Jason for an itemized receipt of my purchase, but he advised that he could not provide it as Hany had all of that information.
That evening, Hany called to confirm that they would match the price and stated that Overnight did not have the setting in stock, and it would be 2 to 3 weeks until it was received.
I began to feel uncomfortable with my purchase. I have read that one should not purchase from any jewelry store that does not provide you with any itemized list of exactly what you are getting prior to taking payment. I also thought it was strange that my credit card was charged for the full amount upfront when I was initially advised that a 20% deposit would be charged to order. They receipt I received merely states jewelry repair, which is not the case. I was not advised of any type of return policy for special orders. I honestly have been losing sleep over this purchase. I did some research and determined that the side stones of my ring would only be 0.16 carats (1.3 mm = 0.01 carat), which is ½ the original amount I thought I was getting. I was no longer comfortable with spending $150 to upgrade stones now that I knew they were less than ¼ carat TW.
On Wednesday, December 19th I called Andrew’s jewelers and spoke with Hany. I advised Hany that I would like to go back to the original order of GH SI1/2 side stones because of the excessive cost. He advised that it was too late because he had already ordered the stones. I asked him how many carats total the ring would because it has never been addressed in writing. He advised me that the ring is approximately ¼ carat TW.
I came into the store the following day on Thursday, December 20th because I did not feel comfortable with my purchase. Hany attempted to address my concerns and agreed to make the ring for $900. I reluctantly agreed to continue with my purchase. He wrote out a receipt stating what had been ordered and advised me that he would provide me with a detailed description of the ring when I picked it up. I asked if resizing was additional and he advised that it wasn’t. He stated that he had forgotten to ask my ring size. I told him that I wear a 6.5. He stated that standard size was a 6.5, and that the ring would be a 6.5 when I received it. This sounded a bit fishy to me as I had read standard ring size is 7 for nearly all designers. However, I trusted Hany. He also promised to have the ring to me by January 17th.
On Monday, January 14th, my boyfriend Jacob came to the store to inquire about having his watch repaired. Jacob inquired about the ring because the 17th was approaching. Jason showed him the incomplete ring. Jason advised Jacob that the ring was ready for my stone and that if I brought in the stone the following day the ring would be completed within 24-48 hours, as it appeared the ring had already been resized.
On Tuesday, January 15th 2008, I brought in the diamond which I was having set as the center stone. I was shown the unfinished ring, which did not yet have the basket set or any rhodium plating. It was too large, but the sales person dismissed my concerns saying that it was too cold to judge. I also noticed several bumps in the ring where it appeared that additional stones were to be set. I inquired with the salesperson, but she stated that she did not know what it was supposed to look like and she would check with Hany to see if the bumps could be smoothed out. I was also disappointed to see that the ring actually looked very little like the ring I had brought in, although I had been assured by Hany that it was identical to the one I was trying to replicate. Jason advised me that the ring would be completed by 6 pm on Wednesday.
I returned to the store once again on Wednesday, January 16th 2008 to pick up the ring. Hany provided me the ring, which I tried on. The ring was clearly too large, but Hany too disregarded my comments and advised me to wear it for a few weeks and then come back if I felt it needed resized. I noticed that the basket appeared to be crooked in the ring, but I thought it might have been an optical illusion. Haney issued a refund back to my credit card to adjust for the price difference. I took out the ring that I was trying to replicate and Hany said that it was identical. It is not identical. The ring I was trying to replicate has channel set stones not pave. Also I asked Haney about the possibility of smoothing out the bumps. He advised that it cannot be done because it is structurally necessary for the ring, and that removing them could weaken the ring. I know this is not true.
When I got home and really looked at the ring I realized how terribly crooked it was. I am honestly disgusted that Hany would have let me walk out of the store knowing that the ring was not done right. After all, I did wait more than a month for the ring. Not only is the basket itself crooked, but the stone is set crooked into the basket. I spent months searching for the perfect stone, and I am extremely disappointed that so little care was taken in mounting my stone. I never received any type of detailed receipt giving details such as carat weight. I feel like all of my concerns have been dismissed and that I was never given the kind of attention a customer should be given. When I came home, I measured the ring, and it was a size 7. I honestly wish I had cancelled my purchase the next day when I came in. I understand that I may seem difficult to please, but all I wanted was a little honesty. I have been lied to several times, and that is certainly not good customer service. I was never given a cancellation policy either verbally or in writing aside from the stores 30 day return policy. I am not happy with my purchase, and I would like to have my stone returned to me and be issued a refund.
Sincerely,
Susan
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