Issues with Brian Gavin Diamonds!!!!

[ckb1986]

My boyfriend has been trying to buy a diamond from BGD for almost a month now. He has called almost 9 times saying that he is interested in 2 different diamonds and could they please contact him back with more information about them and which one they think is better. They (usually Lesley) say they will call him back with more info and they NEVER do!! I am getting really frustrated and I think we will move on to someone else. The only reason we wanted to use them was because we are using Mark Morrell for the setting and he recommended BGD. Has anyone else had this issue? It is so weird because everyone else seems to have great customer service from them.

 

[Dreamer_D]

According to their blog, they just hired a few more CS people and that should help. I think they have been swamped, it is the impression I have gotten when I have spoken to them. If Mark recommends them and you want to work with them, then try again and perhaps make it clearer you are in the position to buy and are not just idly curious? It should not matter, of course, but mistakes do happen even with the best vendors

I think it is worth trying one more time and being clear, tell them about your unhappiness thus far. They will be responsive. If that fails, there are other PS vendors you can try!

 

[Taylorbug!]

Date: 3/18/2010 8:04:11 PM
Author:ckb1986
My boyfriend has been trying to buy a diamond from BGD for almost a month now. He has called almost 9 times saying that he is interested in 2 different diamonds and could they please contact him back with more information about them and which one they think is better. They (usually Lesley) say they will call him back with more info and they NEVER do!! I am getting really frustrated and I think we will move on to someone else. The only reason we wanted to use them was because we are using Mark Morrell for the setting and he recommended BGD. Has anyone else had this issue? It is so weird because everyone else seems to have great customer service from them.

I sent them emails about modifying a ring for me...they did email me back after a few days, but basically said they "would not" do the work. I didn''t feel like I was getting the same service that I had heard was "so good" from other PSers....

 

[Bosie]

They are swamped right now with work, it will probably ease up shortly, it is taking a little more time for return emails, but they are accurate, well thought out and professional. You will not be dissapointed with their work, so give it another try. Best of luck.

 

[ckb1986]

Isn''t it typical. As soon as I posted this my boyfriend said that they called him back.

 

[Maisie]

Date: 3/18/2010 8:11:23 PM
Author: Taylorbug!

Date: 3/18/2010 8:04:11 PM
Author:ckb1986
My boyfriend has been trying to buy a diamond from BGD for almost a month now. He has called almost 9 times saying that he is interested in 2 different diamonds and could they please contact him back with more information about them and which one they think is better. They (usually Lesley) say they will call him back with more info and they NEVER do!! I am getting really frustrated and I think we will move on to someone else. The only reason we wanted to use them was because we are using Mark Morrell for the setting and he recommended BGD. Has anyone else had this issue? It is so weird because everyone else seems to have great customer service from them.

I sent them emails about modifying a ring for me...they did email me back after a few days, but basically said they ''would not'' do the work. I didn''t feel like I was getting the same service that I had heard was ''so good'' from other PSers....

I believe they won''t on with a setting made by another vendor. It would invalidate any warranty you had on that setting anyway. I would think there would be a lot of vendors who would refuse on the same grounds.

 

[Cinna]

Date: 3/18/2010 8:10:20 PM
Author: dreamer_d
According to their blog, they just hired a few more CS people and that should help. I think they have been swamped, it is the impression I have gotten when I have spoken to them. If Mark recommends them and you want to work with them, then try again and perhaps make it clearer you are in the position to buy and are not just idly curious? It should not matter, of course, but mistakes do happen even with the best vendors

I think it is worth trying one more time and being clear, tell them about your unhappiness thus far. They will be responsive. If that fails, there are other PS vendors you can try!

I was having difficulty getting prompt responses compared to other vendors when I was asking the same questions. But as long as I continued to call, and open new tickets, Lesley always got back to me. However she always seemed very rushed and I definitely did not get the warm and ultra-friendly vibe as most PSers seemed to talk about. I spoke to Brian once and I did get that. It all makes sense now since they are so busy at the moment. I still placed my order with them even though I got "friendly/better" service elsewhere because I'm confident that my ring will turn out SPECTACULAR.

Lesley was always very professional, and straight to the point. I would just call her, ask for her and address the issues you're having. Because I'm not such a pleasure to work with... I ask a BILLION questions.

 

[Dreamer_D]

Date: 3/18/2010 8:18:15 PM
Author: Maisie

Date: 3/18/2010 8:11:23 PM
Author: Taylorbug!

Date: 3/18/2010 8:04:11 PM
Author:ckb1986
My boyfriend has been trying to buy a diamond from BGD for almost a month now. He has called almost 9 times saying that he is interested in 2 different diamonds and could they please contact him back with more information about them and which one they think is better. They (usually Lesley) say they will call him back with more info and they NEVER do!! I am getting really frustrated and I think we will move on to someone else. The only reason we wanted to use them was because we are using Mark Morrell for the setting and he recommended BGD. Has anyone else had this issue? It is so weird because everyone else seems to have great customer service from them.

I sent them emails about modifying a ring for me...they did email me back after a few days, but basically said they ''would not'' do the work. I didn''t feel like I was getting the same service that I had heard was ''so good'' from other PSers....

I believe they won''t on with a setting made by another vendor. It would invalidate any warranty you had on that setting anyway. I would think there would be a lot of vendors who would refuse on the same grounds.

If I recall correctly from another thread, Whitflash also refused, it is not something particular to BGD, and Wink said that he probably would not do it either. I''m sorry you are disappointed Taylor! But I don''t think it is vendor specific.

 

[Lesley Harris]

Date: 3/18/2010 8:04:11 PM
Author:ckb1986
My boyfriend has been trying to buy a diamond from BGD for almost a month now. He has called almost 9 times saying that he is interested in 2 different diamonds and could they please contact him back with more information about them and which one they think is better. They (usually Lesley) say they will call him back with more info and they NEVER do!! I am getting really frustrated and I think we will move on to someone else. The only reason we wanted to use them was because we are using Mark Morrell for the setting and he recommended BGD. Has anyone else had this issue? It is so weird because everyone else seems to have great customer service from them.

Hi ckb1986,

I am sorry that your boyfriend has not had a smooth experience with us. Please e-mail us back directly identifying his name so we can look into why he has not received the responses he deserves. There is sure to be a good reason. We have actually had additional staff for a couple of weeks now and have been getting back to the majority of our customers in a very timely manner.

Taylorbug! I am sorry that we were not able to help you but we were not comfortable taking on your modification project knowing that the outcome may not be to our strict standards.

 

[Firestone]

How interesting.

At 8:04:11 PM ckb1986 posts that after one month and 9 calls, no one got back to her BF.

At 8:18:58 PM someone suddenly gets in touch with her bf.

At 8:21:44 PM Lesley posts.

 

[iluvcarats]

Date: 3/18/2010 9:36:41 PM
Author: Firestone
How interesting.


At 8:04:11 PM ckb1986 posts that after one month and 9 calls, no one got back to her BF.


At 8:18:58 PM someone suddenly gets in touch with her bf.

At 8:21:44 PM Lesley posts.

What''s up with the snark? They apologized and said they were busy.....and they apologized.....

 

[Dreamer_D]

That is one of the benefits of PS, it helps consumers get better service from vendors.

I don''t see anything strange about it at all. Many vendors keep watch on PS.

 

[AnaSpark]

I''m not a frequent poster but wanted to address this. I''ve worked with BGD (and Lesley, specifically) on two separate projects and also requested quotes on a few projects I wasn''t able to pursue at that time. Lesley always responded incredibly promptly and answered every one of my 900,000,001 questions, regardless of the fact that both projects happened to be very simple and low-budget. I recently had BGD reset a small diamond into a bezel pendant and, upon receipt of my necklace/stone, Lesley contacted me to suggest that they reuse my old chain (and save me $!) because it was still in perfect shape. Impeccable customer service, if you ask me. There is a good reason that BGD has so many loyal pricescope customers.

 

[CasaBlanca]

Funny, the first thing I thought of when I read your words...was your boyfriend is playing with you...He wants to take the project now on his own...and present you with a surprise.

No one at BGD could tell you the secret but I can suggest the scenario! When your BF learned you were posting a complaint...HE told you THEY called HIM. So it is possible...that there is another side of the story...and what a shame if that is the reason.

This is why I will plead with all to be cautious and reserved about posting threads that can have a negative impact on a business. When it simply comes down to a form of contact...Please make every effort to email and or call yourselves. It takes the same amount of time to do so, especially during office hours...so why not drop a dime and call? I bet more than likely the explanation can be wrong number given, telephone off, or ringer off, spam filter on emails, (or my favorite explanation...A TOP SECRET MISSION TO SURPRISE YOU!) there are just too many elements at play to automatically assume they are ignoring you or failing at customer service. When most of us have received emails from Lesley all hours of the day and night...many of us can vouch for the customer service being first rate!

I am glad it seems to be resolved and I hope I haven''t offended you or elevated the thread for even more attention.

I am just trying to point out as clear as things often appear, there are always at least one other way to look through a window.

that is...As long as there isn''t a really big purple spotted elephant blocking your view...that is! (I hate when that happens!)

PS...can''t wait to see what treasure you end up with!

 

[vabaz]

The good news is that BGD realized they needed extra customer service reps as they strive to keep their clients happy with a growing company. Lots of business comes from the stellar reputation they have for professionalism, superb workmanship and dedication to their craft-and you can be sure, they don''t want to lose that! At least that''s my take on it. After having recently completed 2 projects with them, I am totally satisfied with both their attention to my concerns during the process and even more so with with final outcomes! Give BGD another chance if you are so inclined-Lesley and Brian do not want to disappoint!

 

[Cinna]

CasaBlanca: Great theory!

I posted this in another BGD thread but "I opened a ticket, and I immediately got a call from Lesley (I live on the East Coast, sent the email right before sleeping at 11:30 pm) and it sounded like I could hear her car door alarm.. you know when you leave your car door open and it makes that sound to alert you that the door is open. That was very impressive and I knew I couldn''t have made a better choice than to place an order with them!" That''s pretty amazing customer service to call after hours, while traveling to answer my questions immediately.

So I would definitely say it was a mishap/fluke... or that theory could be the cause of all the delay.

Hope your diamond search goes well!

 

[ckb1986]

I think you guys are right and it was just a fluke. He is really not that sneaky so I doubt it was some big surprise, especially since I told him I didn''t want to know anything after I told him which ring to get me. He said that when he has talked to them they have been very polite, they probably just forgot because they were so busy. I am super excited and will let you guys know when I get my Mark Morrell torchiere!

 

[snuggles1]

Date: 3/18/2010 8:04:11 PM
Author:ckb1986
My boyfriend has been trying to buy a diamond from BGD for almost a month now. He has called almost 9 times saying that he is interested in 2 different diamonds and could they please contact him back with more information about them and which one they think is better. They (usually Lesley) say they will call him back with more info and they NEVER do!! I am getting really frustrated and I think we will move on to someone else. The only reason we wanted to use them was because we are using Mark Morrell for the setting and he recommended BGD. Has anyone else had this issue? It is so weird because everyone else seems to have great customer service from them.

I had a similar thing happen to me (except I just sent emails and didn't get responses) and as a result the stones I wanted were sold the day someone finally got back to me saying they didn't know if I was serious or not! They tried to sell me different stones instead, which I was not happy about. Maybe they don't think you are serious???

I'm trying to give them another chance, and have made a non-diamond purchase in the last few weeks from them, and the service was good and efficient. I was pleased with it. I might make another move on stones but I hesitate based on the first experience, however the second experience has made them look much better in my eyes. So I don't know what the original issue was but I was pretty frustrated as you were.

ETA. Good luck with your purchase! I hope they work out for you the second time around. I'd like to know how it goes.

 

[snuggles1]

Oh and btw, I got both my wedding band and engagement ring made by Mark. He''s wonderful to work with---he loves what he does and it shows in his work!

 

[duckieluvzu]

First I just want to say that please forgive me if I say something that I''m not supposed to say on the forum. I''m kind of frustrated and just wanted to vent a little. Mods, please feel free to delete my post if necessary but just let me know what was wrong if you do so I know not to do it again.

Perhaps we''re not so lucky as others either as I haven''t received the outstanding service and help that was posted by other PSers and neither did my mom. Granted my mom''s project was very small budget so she wasn''t fussy about it and Lesley has apologized for the delay. She was happy to receive the beautifully cut stone in the end.

However, to me and my bf, our project is our forever ring. We wanted everything to be perfect. We''ve worked with two vendors so far we haven''t been happy with neither. Actually our first vendor was prompt and helpful. We just didn''t like the stone and decided to go for the best. Hence, we contacted BGD. Our experience with BGD hasn''t been too bad but haven''t been spectacular like most of the lucky PSers here. Perhaps being in customer service as well, we expected more. Our converstations seem to be getting more and more rushed. Little things that were promised weren''t delivered and the ring we received was beautiful but the setting was not perfect when appraised. We got a chance to talk to Brian when we expressed our concern and he was very nice and took his time with us. Still, we feel kind of lost where it seems like other PSers got a lot more help, more directions and recommendations than we did. Mind you the stone we got appraised is very sparkly, white and clean as promised so we decided to still continue with BGD and get a different stone and hopefully it will be a stone that we will love for a long long time.

 

[Dreamer_D]

As a note to consumers, I have noticed that many PS vendors do not reply to e-mails as quickly as they will respond to phone calls. The reason? Many many people are just idly curious and will send e-mails. For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail. A five minute phone call can answer all your questions and will take five minutes, whereas it could take 10 back and forth e-mails to solve a given issue.

I have noticed that the types of complaints that posters are making here are actually very common on PS. I have seen them levelled at most respected PS vendors. The cause in most cases is a consumer being hesitant to make a phone call. Pick up the phone people!

I have also noticed that every consumer has a different buying style. For some that will mesh better with Vendor A, for some with Vendor B. No company or person is perfect. And complaints levelled at the company directly usually will be solved. If you don''t tell them directly, they cannot help you!

 

[Dreamer_D]

Date: 3/19/2010 1:13:44 AM
Author: duckieluvzu
First I just want to say that please forgive me if I say something that I''m not supposed to say on the forum. I''m kind of frustrated and just wanted to vent a little. Mods, please feel free to delete my post if necessary but just let me know what was wrong if you do so I know not to do it again.

Perhaps we''re not so lucky as others either as I haven''t received the outstanding service and help that was posted by other PSers and neither did my mom. Granted my mom''s project was very small budget so she wasn''t fussy about it and Lesley has apologized for the delay. She was happy to receive the beautifully cut stone in the end.

However, to me and my bf, our project is our forever ring. We wanted everything to be perfect. We''ve worked with two vendors so far we haven''t been happy with neither. Actually our first vendor was prompt and helpful. We just didn''t like the stone and decided to go for the best. Hence, we contacted BGD. Our experience with BGD hasn''t been too bad but haven''t been spectacular like most of the lucky PSers here. Perhaps being in customer service as well, we expected more. Our converstations seem to be getting more and more rushed. Little things that were promised weren''t delivered and the ring we received was beautiful but the setting was not perfect when appraised. We got a chance to talk to Brian when we expressed our concern and he was very nice and took his time with us. Still, we feel kind of lost where it seems like other PSers got a lot more help, more directions and recommendations than we did. Mind you the stone we got appraised is very sparkly, white and clean as promised so we decided to still continue with BGD and get a different stone and hopefully it will be a stone that we will love for a long long time.

I am confused, is it the stone or the setting you were not happy with?

 

[duckieluvzu]

Date: 3/19/2010 1:24:34 AM
Author: dreamer_d

Date: 3/19/2010 1:13:44 AM

Author: duckieluvzu

First I just want to say that please forgive me if I say something that I''m not supposed to say on the forum. I''m kind of frustrated and just wanted to vent a little. Mods, please feel free to delete my post if necessary but just let me know what was wrong if you do so I know not to do it again.


Perhaps we''re not so lucky as others either as I haven''t received the outstanding service and help that was posted by other PSers and neither did my mom. Granted my mom''s project was very small budget so she wasn''t fussy about it and Lesley has apologized for the delay. She was happy to receive the beautifully cut stone in the end.


However, to me and my bf, our project is our forever ring. We wanted everything to be perfect. We''ve worked with two vendors so far we haven''t been happy with neither. Actually our first vendor was prompt and helpful. We just didn''t like the stone and decided to go for the best. Hence, we contacted BGD. Our experience with BGD hasn''t been too bad but haven''t been spectacular like most of the lucky PSers here. Perhaps being in customer service as well, we expected more. Our converstations seem to be getting more and more rushed. Little things that were promised weren''t delivered and the ring we received was beautiful but the setting was not perfect when appraised. We got a chance to talk to Brian when we expressed our concern and he was very nice and took his time with us. Still, we feel kind of lost where it seems like other PSers got a lot more help, more directions and recommendations than we did. Mind you the stone we got appraised is very sparkly, white and clean as promised so we decided to still continue with BGD and get a different stone and hopefully it will be a stone that we will love for a long long time.

I am confused, is it the stone or the setting you were not happy with?

Sorry for the confusion Dreamer_d. It was the setting that was not perfect. So instead of sending it back and getting it repaired, I think using the money spent on the setting for a bigger stone instead as I don''t want to have something that was not perfect to begin with? I know I''m being super picky with this project...

 

[Dreamer_D]

Date: 3/19/2010 1:36:27 AM
Author: duckieluvzu

Date: 3/19/2010 1:24:34 AM
Author: dreamer_d

Date: 3/19/2010 1:13:44 AM

Author: duckieluvzu

First I just want to say that please forgive me if I say something that I''m not supposed to say on the forum. I''m kind of frustrated and just wanted to vent a little. Mods, please feel free to delete my post if necessary but just let me know what was wrong if you do so I know not to do it again.


Perhaps we''re not so lucky as others either as I haven''t received the outstanding service and help that was posted by other PSers and neither did my mom. Granted my mom''s project was very small budget so she wasn''t fussy about it and Lesley has apologized for the delay. She was happy to receive the beautifully cut stone in the end.


However, to me and my bf, our project is our forever ring. We wanted everything to be perfect. We''ve worked with two vendors so far we haven''t been happy with neither. Actually our first vendor was prompt and helpful. We just didn''t like the stone and decided to go for the best. Hence, we contacted BGD. Our experience with BGD hasn''t been too bad but haven''t been spectacular like most of the lucky PSers here. Perhaps being in customer service as well, we expected more. Our converstations seem to be getting more and more rushed. Little things that were promised weren''t delivered and the ring we received was beautiful but the setting was not perfect when appraised. We got a chance to talk to Brian when we expressed our concern and he was very nice and took his time with us. Still, we feel kind of lost where it seems like other PSers got a lot more help, more directions and recommendations than we did. Mind you the stone we got appraised is very sparkly, white and clean as promised so we decided to still continue with BGD and get a different stone and hopefully it will be a stone that we will love for a long long time.

I am confused, is it the stone or the setting you were not happy with?

Sorry for the confusion Dreamer_d. It was the setting that was not perfect. So instead of sending it back and getting it repaired, I think using the money spent on the setting for a bigger stone instead as I don''t want to have something that was not perfect to begin with? I know I''m being super picky with this project...

I see, and you will get a brand new setting. You are allowed to be super picky! I am picky too. But what that means for people like us is that we have to understand that other people will usually not automatically meet our picky needs on the first try

We have to be patient with the less obsessive compulsive people we deal with, including our diamond vendors. I think that when you are picky, like we are, the end product is what matters -- did the vendor make us happy in the end? If the answer is yes then it is all good. Because frankly, when you are picky, no one will be able to really make us happy all the time and through the whole process.

 

[Firestone]

Date: 3/19/2010 1:36:27 AM
Author: duckieluvzu

Date: 3/19/2010 1:24:34 AM

Author: dreamer_d

Date: 3/19/2010 1:13:44 AM


Author: duckieluvzu


First I just want to say that please forgive me if I say something that I''m not supposed to say on the forum. I''m kind of frustrated and just wanted to vent a little. Mods, please feel free to delete my post if necessary but just let me know what was wrong if you do so I know not to do it again.



Perhaps we''re not so lucky as others either as I haven''t received the outstanding service and help that was posted by other PSers and neither did my mom. Granted my mom''s project was very small budget so she wasn''t fussy about it and Lesley has apologized for the delay. She was happy to receive the beautifully cut stone in the end.



However, to me and my bf, our project is our forever ring. We wanted everything to be perfect. We''ve worked with two vendors so far we haven''t been happy with neither. Actually our first vendor was prompt and helpful. We just didn''t like the stone and decided to go for the best. Hence, we contacted BGD. Our experience with BGD hasn''t been too bad but haven''t been spectacular like most of the lucky PSers here. Perhaps being in customer service as well, we expected more. Our converstations seem to be getting more and more rushed. Little things that were promised weren''t delivered and the ring we received was beautiful but the setting was not perfect when appraised. We got a chance to talk to Brian when we expressed our concern and he was very nice and took his time with us. Still, we feel kind of lost where it seems like other PSers got a lot more help, more directions and recommendations than we did. Mind you the stone we got appraised is very sparkly, white and clean as promised so we decided to still continue with BGD and get a different stone and hopefully it will be a stone that we will love for a long long time.

I am confused, is it the stone or the setting you were not happy with?

Sorry for the confusion Dreamer_d. It was the setting that was not perfect. So instead of sending it back and getting it repaired, I think using the money spent on the setting for a bigger stone instead as I don''t want to have something that was not perfect to begin with? I know I''m being super picky with this project...

I''m still confused. You said the setting wasn''t perfect but I think you said the stone was OK. But you are still getting another stone? Did you return the setting?

You have very right to be picky. Purchasing diamonds and settings is a major purchase. You shouldn''t have to settle for imperfections. Any vendor that wants your business should give excellent customer service. If a vendor is too busy to give excellent customer service, there are plenty of other vendors out there who would appreciate your business and give you excellent customer service.

 

[Firestone]

Date: 3/19/2010 1:23:14 AM
Author: dreamer_d
As a note to consumers, I have noticed that many PS vendors do not reply to e-mails as quickly as they will respond to phone calls. The reason? Many many people are just idly curious and will send e-mails. For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail. A five minute phone call can answer all your questions and will take five minutes, whereas it could take 10 back and forth e-mails to solve a given issue.


I have noticed that the types of complaints that posters are making here are actually very common on PS. I have seen them levelled at most respected PS vendors. The cause in most cases is a consumer being hesitant to make a phone call. Pick up the phone people!

I have also noticed that every consumer has a different buying style. For some that will mesh better with Vendor A, for some with Vendor B. No company or person is perfect. And complaints levelled at the company directly usually will be solved. If you don''t tell them directly, they cannot help you!

I don''t buy the excuse that a vendor is too busy and doesn''t know if you are serious. If a vendor fails to respond to a potential customer that emails because the vendor doesn''t know if they are serious, I would take my business elsewhere. I have emailed a couple of vendors asking for some details...like what is the width of the shank...obviously not sounding like I was ready to buy and they have all gotten back to me usually within a hour or two and on the long side 4 hours.

Vendors are not the only busy people. Customers are busy also and very often it is more convenient for the customer to email. There are plenty of good vendors out there who are more than willing to timely respond. There are multitudes of places a customer can purchase a diamond and a setting from.

 

[Dreamer_D]

Date: 3/19/2010 1:54:01 AM
Author: Firestone

Date: 3/19/2010 1:23:14 AM
Author: dreamer_d
As a note to consumers, I have noticed that many PS vendors do not reply to e-mails as quickly as they will respond to phone calls. The reason? Many many people are just idly curious and will send e-mails. For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail. A five minute phone call can answer all your questions and will take five minutes, whereas it could take 10 back and forth e-mails to solve a given issue.


I have noticed that the types of complaints that posters are making here are actually very common on PS. I have seen them levelled at most respected PS vendors. The cause in most cases is a consumer being hesitant to make a phone call. Pick up the phone people!

I have also noticed that every consumer has a different buying style. For some that will mesh better with Vendor A, for some with Vendor B. No company or person is perfect. And complaints levelled at the company directly usually will be solved. If you don''t tell them directly, they cannot help you!

I don''t buy the excuse that a vendor is too busy and doesn''t know if you are serious. If a vendor fails to respond to a potential customer that emails because the vendor doesn''t know if they are serious, I would take my business elsewhere. I have emailed a couple of vendors asking for some details...like what is the width of the shank...obviously not sounding like I was ready to buy and they have all gotten back to me usually within a hour or two and on the long side 4 hours.

Vendors are not the only busy people. Customers are busy also and very often it is more convenient for the customer to email. There are plenty of good vendors out there who are more than willing to timely respond. There are multitudes of places a customer can purchase a diamond and a setting from.

I agree. Consumers should shop where they want.

But I have noticed this complaint come up every once and a while from consumers. Usually there is an idiosyncratic explanation for why it happened to that particular consumer at that particular time. And the consumer gets their panties in a knot instead of calling

I say call and see what''s up. Vendors are people too. If you don''t want to call, ok, go elsewhere. But for many consumers, myself included, there are only 2-3 vendors from whom they are willing to buy. Sometimes there is only one. If it is important to you to work with them, give them the benefit of the doubt and call before you cry about it. That''s my story and I am sticking to it.

I just think that a phone call when you are serious is always the best practice. Don''t mess around. If it is just a question about a shank, sure send an e-mail. But if you don''t get a reply, most people do not really care or they ignore it. They only get upset when it is a majorpurchase, and so in that context I think calling is always the best practice.

 

[yssie]

Firestone, I'm with you - there should not be a difference in quality of service whether the customer uses phone or email.



That said, there is a difference, for whatever reasons, and we as customers are best served working within the existing constraints - whether they're completely fair or not, KWIM? When making a serious inquiry of any sort, diamonds or otherwise, I generally reach for the phone knowing that companies A) do give more attention to calling customers, B) they can't just put me on hold indefinitely they way they can "lose" the email for a few days, C) sometimes emails really do just get lost, D) it's easier and faster to cover multiple points by phone. If having the info in writing is important, summarize the points as you converse and send them along right afterward for the vendor to "sign off on", so to speak.


I think this is much easier once you have an SA with whom you click - you can talk about what your expectations are communication-wise, you know that your emails are going to a specific source and you can trust that your issues will be addressed.

 

[Firestone]

I agree. Consumers should shop where they want.


But I have noticed this complaint come up every once and a while from consumers. Usually there is an idiosyncratic explanation for why it happened to that particular consumer at that particular time. And the consumer gets their panties in a knot instead of calling

I say call and see what''s up. Vendors are people too. If you don''t want to call, ok, go elsewhere. But for many consumers, myself included, there are only 2-3 vendors from whom they are willing to buy. Sometimes there is only one. If it is important to you to work with them, give them the benefit of the doubt and call before you cry about it. That''s my story and I am sticking to it.

I just think that a phone call when you are serious is always the best practice. Don''t mess around. If it is just a question about a shank, sure send an e-mail. But if you don''t get a reply, most people do not really care or they ignore it. They only get upset when it is a majorpurchase, and so in that context I think calling is always the best practice.

I don''t know why you feel that there are only 2-3 vendors you are willing to deal with. There are many more good vendors out there.

Granted some situations are better served with a phone call. But according to the people posting above, they did make phone calls and they were serious buyers.

I have a very high opinion of the vendors that responded so quickly to my shank questions. It may not sound like much but that really makes a great impression on a customer. Since they were so professional to quickly respond and give me the info, it makes me feel more comfortable dealing with them. That little return email goes a long way. If they didn''t respond, I wouldn''t consider doing business with them.

Another vendor I have been dealing with, I can email her at any time with little or complex questions and she definitely knows how picky I am and she promptly responds. She has even emailed back on her day off.

There are times when I have a lot of questions and it is easier for me to write them out instead of saying them all over the phone. Plus it gives a vendor time to look up things if need be.

I just have the attitude that people are spending a lot of money and should get the best quality and customer service. If a vendor can''t deliver that, there are plenty of others who will be happy too.

 

[small_paws]

I feel the same way, I went w/ them b/c of their glowing reviews but haven't been completely satisfied, maybe slightly disappointed is the correct word. I know they are busy and am giving them the benefit of the doubt and know that the end result will be amazing. I did ended up getting a stone elsewhere as there wasn't enough info available for the shape I was looking for on their site and hadn't heard back from them about prospects.

Tomorrow will be 2 weeks since receiving payment for the e-ring, altho it took a few extra days (one business day) for them to receive my diamond and I may not get it until the end of next week/early the week of the 29th... I was quoted 10 days. (I don't know if this was straight days or business days)

Yes I'm impatient, but who isn't?!?!

I hope your bf is able to find a good stone and get you a wonderful ring, everything I've seen from them is just lovely

can't wait to get mine.

(seriously have you seen the beauties on their blog!!!)