It's all going horribly wrong!

[Enerchi]

IS THAT yours????? Its gorgeous!!! Or this is the confirmed photo of what the necklace will look like. Either way - its a beauty and can't wait to see the neck shots we know you will post!

Humph - "sits with ice packs" - so you won't share, huh??? ok, then *MY* cabana boy will be Jimmy Smits - you'll have to get your own cuz he's MINE, ALL MINE!!!

 

[Gypsy]

Because this thread has generated some worthwhile comments and advice about refunds on custom work by Gypsy and others, I thought I would give you a little more background on the Whiteflash policy.

It really all comes down to accountability. As consumers I think we all just want businesses to own up when they have screwed up! At Whiteflash we feel strongly that our customers have every right to receive what they ordered- not only in terms of the design and materials but the quality of the workmanship as well. We certainly do not want to leave a customer feeling “stuck” with something that was not what they ordered. That’s bad karma and bad business.

Having said that, custom jewelry design and manufacturing is an area that has great potential for misunderstandings. (In the case in this thread the problem was caused entirely on our part by basic internal miscommunication). But many times the customer has something in mind that may turn out differently than expected, even if communication has been very good and the jeweler has executed the assignment well. In those cases, there is a mutual problem in that the customer is not satisfied and the merchant has no clear path to recoup costs. This is a big reason why not every jewelry company does custom work!

With regular stock items, a return policy is standard and if the item is not exactly what the customer envisioned, it can be sent back for refund or exchange and the jeweler can put it back in stock and sell it to another customer. A unique, custom or individually customized item does not offer the same flexibility.

So, most companies (Whiteflash included) determine that they need a different policy with regard to custom so that customers are aware of possible pitfalls and aware of their responsibilities. However, that does not give the jeweler license to deliver faulty product! Really, the “no-refunds” policy is in place to underscore the commitment that the customer is making to the process. If they are at all unsure that they will like the finished product they are likely to think twice or three times before going the custom route.

Whiteflash policies are intended to be guidelines that cover 95% of cases. We always have to allow some flexibility so that exceptional cases can be brought to mutually satisfactory resolutions. We don’t want to be imprisoned in a rigid box of our own making with that “whatever is not forbidden is mandatory” kind of thinking.

So I agree with the advice given here. Just because you go the custom route under a “no refunds” policy, you should never feel you have no recourse if you sincerely feel you have been wronged. Most vendors will work with you even if they have to bend their published policies to accommodate.

The “no refunds” rule sort of reminds me of the process of going to the priest or rabbi before marriage. They are not there to keep you from getting married, just to make sure you understand the commitment you are about to make!

Great post Bryan. I know, from having worked with many vendors here, that this is pretty much how the major PS recommended vendors (again, excepting Leon) who accept custom work feel as well. That's why we are comfortable recommending custom work so often here and one of the reasons why we prefer to recommend vendors we have worked with for custom, because we have earned our trust.

Laila, yes but small claims courts in NY (I think, it's been a long time since I checked) are 5 or7k transactions and the fees aren't too bad. Here in CA the fees are pretty okay too. Plus if you win, you can ask for fees sometimes. And no, it's not a certain thing that you'll win, but there have been a few instances with Leon that I've thought the poster could win in court if they wanted to push the issue.

It's good to remember that with some vendors, those who accept credit cards, even if the vendor is difficult and if you use your credit card, if there is an issue that arises your credit card company may be willing to help you-- that way there are no fees and very little fuss as long as you have proof (emails for example). I often think the reason Leon doesn't accept credit cards is because he doesn't want to deal with charge backs.


Smith, yes I am. Even if you are in the UK, the vendors are here. And like I said, even if it's solely because of the bad press on PS, our vendors (except Leon) won't leave you hanging. It's bad karma and bad business-- as Bryan so aptly put it. And most of our vendors really just want happy customers -- it's better for their karma and for their businesses.

 

[diamondseeker2006]

Smith...sorry I was travelling all day and am just now seeing your question about chain size. I am so glad you were able to resolve that issue! I have been interested in a dby necklace myself, and had also been looking at platinum cable chains for a pendant. And I am not entirely sure I know the difference between a 1mm and 1.5mm chain myself!

In this case, I think the main problem is that their stock dby necklaces are made with 18k, and when you requested 14, they could not use the chain they normally stock. So that is good for people who custom order in the future to know to order the 18k to avoid this problem.

I had no doubt that WF would resolve the problem! They very much want to have satisfied customers!

 

[orbaya]

Smith...sorry I was travelling all day and am just now seeing your question about chain size. I am so glad you were able to resolve that issue! I have been interested in a dby necklace myself, and had also been looking at platinum cable chains for a pendant. And I am not entirely sure I know the difference between a 1mm and 1.5mm chain myself!

In this case, I think the main problem is that their stock dby necklaces are made with 18k, and when you requested 14, they could not use the chain they normally stock. So that is good for people who custom order in the future to know to order the 18k to avoid this problem.

I had no doubt that WF would resolve the problem! They very much want to have satisfied customers!

For my necklace, I never requested one karat over the other. They just did it in 14kt and I wasn't told the style chain would be different so I thought I'd be getting what was shown on their site. They are changing out the 14kt for the 18kt chain with no problem so for me, it's really a non issue.

 

[CharmyPoo]

Also, I'm shocked Leon hasn't been sued yet. Just as an aside.

Me too! But going to court is expensive when you add in all the fees. And then you don't even have a guarantee that you'll win.

He really isn't that bad. Leon made the wrong ring for me (made me a more expensive one). I told him it was wrong and he looked at the work order. Agreed it was wrong and remade it for me. No fuss.

 

[Smith1940]

Smith...sorry I was travelling all day and am just now seeing your question about chain size. I am so glad you were able to resolve that issue! I have been interested in a dby necklace myself, and had also been looking at platinum cable chains for a pendant. And I am not entirely sure I know the difference between a 1mm and 1.5mm chain myself!

In this case, I think the main problem is that their stock dby necklaces are made with 18k, and when you requested 14, they could not use the chain they normally stock. So that is good for people who custom order in the future to know to order the 18k to avoid this problem.

I had no doubt that WF would resolve the problem! They very much want to have satisfied customers!

Diamondseeker- turns out there's quite a difference between 1mm and 1.5mm - take a look at Frekechild's very helpful picture of her three necklaces! I wouldn't have thought that 0.5mm could make such a difference. Anyway, I'm glad I got that sorted out too because I really only like very small, delicate jewellery.

 

[Smith1940]

Orbaya - I can't wait to see your necklace! Ten 0.15 diamonds sounds amazing!

Gypsy - I'm in the US, but I'm a recent-ish immigrant, so the only consumer laws I know very well are the UK ones. Over there, it's all about whether something is "fit for the purpose". Also - just as aside because I think this is interesting - in advertising, you can't use superlatives. So one of the country's most famous beer TV commercials went, "Probably the best lager in the world", and my local chippy has the slogan, "Probably the best fish and chips in the south". I suppose the logic is that since preferences are subjective, you can't prove that a product is the best in the world/south, etc.

 

[Smith1940]

IS THAT yours????? Its gorgeous!!! Or this is the confirmed photo of what the necklace will look like. Either way - its a beauty and can't wait to see the neck shots we know you will post!

Humph - "sits with ice packs" - so you won't share, huh??? ok, then *MY* cabana boy will be Jimmy Smits - you'll have to get your own cuz he's MINE, ALL MINE!!!

Yes, this is the same necklace in the neck shot earlier in this thread. Bezels always look fab close up. Couldn't you just dive into those deep blue pools??

I have absolutely no idea who Jimmy Smits is, so you can have him all to yourself! Would you know what I meant if I said my ideal cabana boy is Terry Wogan? Actually, I want two - Terry Wogan and Jimmy Savile!

 

[Laila619]

Also, I'm shocked Leon hasn't been sued yet. Just as an aside.

Me too! But going to court is expensive when you add in all the fees. And then you don't even have a guarantee that you'll win.

He really isn't that bad. Leon made the wrong ring for me (made me a more expensive one). I told him it was wrong and he looked at the work order. Agreed it was wrong and remade it for me. No fuss.

I have the feeling that Leon really likes you as a customer, Charmy. If he doesn't, though, then I think those are the people who are you know what when they ask for a remake. I could be wrong though.

Anyway, Smith, glad it all is sorted out!!!

 

[orbaya]

Your sapphire necklace is gorgeous! The color is amazing! Did you pick them out or did WF?

 

[diamondseeker2006]

Smith...sorry I was travelling all day and am just now seeing your question about chain size. I am so glad you were able to resolve that issue! I have been interested in a dby necklace myself, and had also been looking at platinum cable chains for a pendant. And I am not entirely sure I know the difference between a 1mm and 1.5mm chain myself!

In this case, I think the main problem is that their stock dby necklaces are made with 18k, and when you requested 14, they could not use the chain they normally stock. So that is good for people who custom order in the future to know to order the 18k to avoid this problem.

I had no doubt that WF would resolve the problem! They very much want to have satisfied customers!

Diamondseeker- turns out there's quite a difference between 1mm and 1.5mm - take a look at Frekechild's very helpful picture of her three necklaces! I wouldn't have thought that 0.5mm could make such a difference. Anyway, I'm glad I got that sorted out too because I really only like very small, delicate jewellery.

Yes, her picture was helpful. I need a chain, though, that pedants can hang from, so I might need to go to the larger one for that.

 

[Smith1940]

Your sapphire necklace is gorgeous! The color is amazing! Did you pick them out or did WF?

Orbaya - WF picked out all the stones. Nothing to do with me! Apparently they are Premiun AA sapphires.

 

[Smith1940]

Diamondseeker - yes, for a pendant I'd think the larger chain would be best. My Russian egg hangs from a 1mm and I'm always a little afraid that the weight will be too much for it.

 

[Skippy123]

beautiful!!!