I might SCREAM!!!

[KerriLynn]

Any insight on how to handle this situation is appreciated... I don''t think I''m overreacting, but I figured where better to turn for advice, than PS??

FI and I got engaged 4 months ago, and while it was my dream setting, the center diamond was never quite set properly and there was a gap on the one side of the diamond. Original Thread You can see it in some of the photo''s but it bugged the crap out of me, especially since during the shopping process I had specified over and over again that I DID NOT want to see a gap! I wanted to get it re-set immediately, but I just could not bear separating with my ring yet.

So a few months ago I asked FI to see the appraisal and the GIA report, but he said that he never recieved them from the jeweler... "WHAT!? How is that possible? Its been 2 months!! We own the stone now, so why would they hang onto it??" FI goes to B&M store to inquire, and of course they are apologetic and say that they will look for it. They end up sending the appraisal sans GIA report. So I call and speak with a manager, apologetic again, and say they will look around. Two weeks go by, and FI finally recieves something... turns out it is the GIA Docier, NOT the fulll report as promised

!!! Not diamond plot, with inclusion, just a pamphlet with specs. By this point I am ready to part with my ring temporarily to have the stone re-set, so FI drops it off, and is told it will take 2 day, and inquires again about the GIA report, and again they tell us that they will look around.... Then they call FI and tell him that since they set the stone the first time and I wasn''t happy with it, so they are going to send it to Christopher Designs in NYC to have it set properly, and it will take 2 WEEKS!!!

SO 2 weeks goes by and we recieved the ring back on Friday, and FI delivered it to me from Richmond (long distance). I get it late Friday night, and I am thrilled!! Stone is set perfectly, cleaned it, and rhodium plated, suuuper gorgeous! I wear it Saturday, and Sunday, taking it off to wash hands, shower, sleep, clean, etc. Yesterday while out to lunch I glance down at my ring, and BAM! dead diamond in halo, WHAT!? It looks like it has toothpaste gunked under it, NBD, i''ll clean it when I get home.... Go home to clean it, and it still look dead, view it under the loupe. Guess what... half of the stone is missing!!! ARE YOU KIDDING ME!!??

So, FI takes it back to the jeweler today, and they say they will fix it, and I''ll have it back by this weekend.... OK that''s acceptable. BUT, then they call him after he has left and say that the stone will NOT be covered under warranty (BTW 5yr warranty), bc damage is not covered. They also say that the prongs are bent, and it is my fault, I must have whacked it on something!!

How would I possiblly have whacked it on something hard enough to bend the prongs, and crack the stone, when I take it off for any and all stressful activities, AND i''ve only had it back in my possesion for 36 hours!!?? I''m thinking that Christopher Designs, or the jeweler fractured the stone while it was getting fixed, and then it finally cracked and broke this weekend. So the jeweler tells FI that they are sending it back to CD in NYC and it will take an undetermined amount of time to fix, and they will tell him how much it costs!!

O and still NO GIA report to speak of, they said that they had to order a new one from GIA, bc original was lost...


I just feel that this jeweler has behaved poorly and they owe us some kind of explaination, apology, store credit, something to redeem themselves!!! Am I crazy here? I just feel like everything that they have done is completely unacceptable, and I need some advice on what to do!! PLEASE HELP!!


Sorry for the longest post ever...

 

[yssie]

Goodness! Sorry this is such a mess for you, it sounds like a ton of things have gone awry

I hope it comes back soon and without issue, and I definitely think you are owed an apology!



Re. GIA dossier - this is actually common for under 1c stones.

 

[KerriLynn]

Yssie: Do you really think that we should be required to file a claim with our insurance, and pay the deductible to have it fixed? I think thats ridiculous considering the amount of time it was back in my possesion...

 

[mary poppins]

I''m sorry to hear you''re having so many problems with your jewelers and ring. I have no advice, but wanted to say that when I looked at the pictures in your referenced thread, I thought WOW, that''s a beautiful ring! I hope you get a satisfactory result quickly.

 

[yssie]

Date: 4/26/2010 1:53:44 PM
Author: KerriLynn
Yssie: Do you really think that we should be required to file a claim with our insurance, and pay the deductible to have it fixed? I think thats ridiculous considering the amount of time it was back in my possesion...

I'm trying to think what I would do in this situation... I think I would pay it just to get it over with. It's not necessarily fair but I'd rather spare myself the extra headaches at this point - you must have enough as it is!


Well - depending on the deductible: 200, fine, 700 I'd probably fight for.

 

[KerriLynn]

Date: 4/26/2010 2:01:01 PM
Author: yssie

Date: 4/26/2010 1:53:44 PM
Author: KerriLynn
Yssie: Do you really think that we should be required to file a claim with our insurance, and pay the deductible to have it fixed? I think thats ridiculous considering the amount of time it was back in my possesion...

I''m trying to think what I would do in this situation... I think I would pay it just to get it over with. It''s not necessarily fair but I''d rather spare myself the extra headaches at this point - you must have enough as it is!


Well - depending on the deductible: 200, fine, 700 I''d probably fight for.

What about all of the other hassle we have had to deal with? I''m just lost for words...


And would this topic be better to be moved to another forum?? 90 Views and 4 replies doesn''t seem right... JW

 

[TooPatient]

I''ve come back to this thread a few times now. This is my 3rd attempt at replying.

All I can say is WOW.


I don''t think it is right that you should have to pay for repairs (which I would hope is actually a new stone to AT LEAST the specifications of the damaged one they sold you). I''ve never had to deal with this before so don''t really know what to say.

What does their warranty say? (you should pull it out and read the fine print)
Based on their hesitating to send you the reports, I''d suspect that they knew it was a problem and didn''t tell you.


Wow...

If I were in your shoes, I think my first reaction would be to cry, then call to discuss, then demand to see managers as high up as I can manage to reach. This just doesn''t seem right.

 

[Smurfysmiles]

I think that amount of views is fine. It was only just recently posted. Some people may not have anything to say and I''ve found in my experience that asking for replies generates less than if you are just patient

As for the topic, I agree that they should at least give you a discount or something.

 

[TooPatient]

Did you ever wind up getting that detailed report?

If you can get your ring back, you might consider taking it to an appraiser yourself and see if they agree with the specs on the certificate info you were provided. (maybe they gave you the wrong stone - intentionally or mistakenly?) They might be able to give you more information about why your stone broke and give you more specific points to argue with the management of the place you are dealing with.


Sorry this was a bit vague. I''m still going WOW.

 

[KerriLynn]

Date: 4/26/2010 2:22:56 PM
Author: TooPatient
I''ve come back to this thread a few times now. This is my 3rd attempt at replying.

All I can say is WOW.


I don''t think it is right that you should have to pay for repairs (which I would hope is actually a new stone to AT LEAST the specifications of the damaged one they sold you). I''ve never had to deal with this before so don''t really know what to say.

What does their warranty say? (you should pull it out and read the fine print)
Based on their hesitating to send you the reports, I''d suspect that they knew it was a problem and didn''t tell you.


Wow...

If I were in your shoes, I think my first reaction would be to cry, then call to discuss, then demand to see managers as high up as I can manage to reach. This just doesn''t seem right.

Thanks for your reply, to clarify... there are a few issues at hand here:

It isnt the center stone (gia report issue) which the jeweler sold us that is broken, its the setting (halo melee) that is the issue... The jeweler is an authorized seller of the setting and sold us both it, and the diamond.

The fact that we haven''t recieved the report is bad customer service, and the fact that the diamond in the setting broke, and they are giving us issues with that is even worse customer service.... I will probably not be using them for our wedding bands.

I called CD directly, and spoke with a woman there, the woman who handles the reapairs is out today, and I will call back tomorrow, I also called the jeweler twice, and the manager was "busy" both times.... I left my contact info, and was told I''ll get a call back. We''ll see... I''ll keep you posted

 

[Porridge]

Wowzers, that would definitely not be ok with me, I would be kicking up a stink. CLEARLY if the bottom half of a diamond FELL OFF without a serious whack a couple of days after they were messing around with it then there is something wrong with the diamond they sold you! Also, if it''s only a melée diamond, they should be falling over themselves to replace it for you, for the sake of good customer relations. Not that you''d expect much from them based on previous experience.

Fight it I say!

 

[KerriLynn]

Date: 4/26/2010 2:56:44 PM
Author: TooPatient
Did you ever wind up getting that detailed report?

If you can get your ring back, you might consider taking it to an appraiser yourself and see if they agree with the specs on the certificate info you were provided. (maybe they gave you the wrong stone - intentionally or mistakenly?) They might be able to give you more information about why your stone broke and give you more specific points to argue with the management of the place you are dealing with.


Sorry this was a bit vague. I''m still going WOW.

At this point that is what I''m considering... if I don''t get a call back in the next couple of hours, I am going to have FI go and pick it up. I am going to try to work with CD directly, instead of having the jeweler as the middleman(not sure if I can do this). Hopefully CD will want to replace the stone (considering it''s a melee I don''t think it should be a big deal) and then, I am going to try to do as you said before, and get in touch with the owner. I feel like that would be the best course of action and I don''t think that he would want to jeapordize a BBB A+ rating, and excellent customer reviews up to this point, with a really horrible complaint....

 

[brazen_irish_hussy]

I was actually going to suggest going to the BBB. That is probably the best way to ensure accountability and if they have worked hard to have the good score, that may really make them nervous. Even a single unaddressed issue can bring them down to an F rating in some circumstances.

 

[PumpkinPie]

Date: 4/26/2010 3:17:18 PM
Author: Porridge
Wowzers, that would definitely not be ok with me, I would be kicking up a stink. CLEARLY if the bottom half of a diamond FELL OFF without a serious whack a couple of days after they were messing around with it then there is something wrong with the diamond they sold you! Also, if it''s only a melée diamond, they should be falling over themselves to replace it for you, for the sake of good customer relations. Not that you''d expect much from them based on previous experience.


Fight it I say!

I agree completely with Porridge!

 

[KerriLynn]

UPDATE LADIES!!!

So I spoke with the store last night, I was fully ready to have FI go and pick up the ring, and try to deal with CD directly, BUT (thats a big but) they redeemed themselves!!

This is what happened: I called again and asked to speak with the manager, but he was apparently out to lunch, so I asked for the owner, who was with a customer. I started to tell the man on the phone what was going on, and he heard me out but told me that our saleswoman was the person who was handling everything. She got on the phone and told me that after she had spoken with FI earlier in the day she went to talk to her manager and explain the situation, (we had just picked it up, and it probably wasn''t out fault, etc) I guess that he OK''d the work, so she went right to work making arrangements with CD, before she even got to call us back. So by the time I spoke with her, my ring had already been overnighted to CD, with a rush order to have them finish it by Thursday then overnight it so that the store could have it back by friday, and then they will overnight it back to me.... They are covering everthing (all shipping charges, the new diamond, and labor from CD) And to all of those wondering, since CD is doing the work, the diamond will be an exact match!

And about the GIA report.... they said that they ordered a new report from GIA 2 weeks ago, and it takes 2-3 weeks for them to complete the order. But once they recieve it, they are sending it to us as well.

So needless to say, I am happy that everything turned out ok, and they are doing everthing in their power to make us happy!

 

[mary poppins]

Yay, that''s great news!!! Glad the store is finally willing to help after all of the disappointment and frustration you experienced.

 

[lilyfoot]

I''m glad to hear the store is so willing to work with you; I hope everything works out with the new stone. Keep us updated!

 

[Porridge]

Oh that''s great, it seems they''ve redeemed themselves! I''m happy for you!

 

[Bella_mezzo]

glad its working out~