Jeweler damaged stone--now what?

[MrsM]

Very bummed. Bought a pair of not too expensive colored gemstones from DB and had them set in Stuller 3-prong martinis. Just picked them up today but did not take the time to loupe them in the store. Well, should have because when I got home and pulled out the loupe to look, one has a HUGE chip at the facet junction where it looks like they tried to put the prong and chipped it. They did not even try to hide it as the chip is now in plain sight between two of the prongs. I am very disappointed that they did not call to let me know that it happened and actually let me take it home without saying anything.

Obviously, I am going to call first thing tomorrow morning. But not having gone through this before, what should I expect from the jeweler? Should I expect them to refund my setting fee? Compensate me for the one stone? (Not insured as they were not expensive). Want to make sure I know what is fair to expect.

 

[Fly Girl]

I've had them offer to replace the stones, particularly if they were not expensive to begin with. They may also waive the setting fee. BTW, it can and will happen at times and is one of the chances that you take when you have your stones set.

I try to tip the scales in my favor by telling my jeweler that I am in no hurry. I never want them to rush my setting, and would rather wait until they have a slow time and can take their time. As a bonus, I get the best setting rates they offer.

 

[Dreamer_D]

I would return and calmly ask to speak to the owner/manager and show them the earring and the chip and see what they say. Replacing the stone, waiving the setting fee, a credit towards future work... decide before hand what you want I suppose.

For future and for other readers, it is a good idea to ask a jeweler before hand what their policy is with respect to damage to gems during the setting process, and to get the policy in writing if it is a high value or important piece.

 

[chrono]

You can try as the above two posters suggested but my personal experience is that I am 100% on my own. It is now the jeweller's word against my own. My fault that I did not examine the stone before leaving the premises because I cannot prove that I did not chip the stone afterwards. Read the back of the receipt to see what the store policy is. Most likely, they are not responsible for any damage to the gemstone during the setting process. You can bet I never went back to that jeweller. I am sorry for the damage sustained and hope you'll have a better outcome than I did.

 

[CharmyPoo]

I would ask to get the setting waived at a minimum. Most jewelers I worked with have a disclaimer up front that they aren't responsible for damaging gemstones (diamonds a different story). Some jewelers have your pieces covered under insurance for setting.

 

[distracts]

What kind of gemstone?

 

[MrsM]

They were sapphires.

 

[chrono]

My chipped stone is a spinel so like you, I was surprised how such a durable stone could be damaged. The problem is that many setters are used to only handling diamonds and applying too much pressure on the prongs, thereby chipping the coloured stone during the setting process. Although the bench who did the job for me is insured, she still would not compensate me for anything. Not the setting fee, setting, zero, zilch, nada. The reason? Because you cannot prove that you did not damage the stone after you left the store. Again, I hope the bench you are dealing with will handle things in your favour, unlike my situation.

 

[MrsM]

Thanks for everyone's advice and input. I called first thing this morning and then went to show them the damage during my lunch break. I am really impressed--they were super nice about it and looked at the stone and apologized for the chip. What they offered to do is replace the stone, which surprised me as I did not even consider that as an option. They said that they had a good lapidiary who could do it. I guess I am going to wait and see what they come up with and if it actually matches...as that seems very difficult to me.

 

[chrono]

I'm so happy for you! Sounds like the jeweller aims to keep you as a future customer, which is great. It's not too difficult to find a matching sapphire if it's not too big and a more common colour.

 

[Fly Girl]

Thank you for the update. Fingers crossed that you get a nice matching stone.

 

[Lisa Loves Shiny]

Thanks for everyone's advice and input. I called first thing this morning and then went to show them the damage during my lunch break. I am really impressed--they were super nice about it and looked at the stone and apologized for the chip. What they offered to do is replace the stone, which surprised me as I did not even consider that as an option. They said that they had a good lapidiary who could do it. I guess I am going to wait and see what they come up with and if it actually matches...as that seems very difficult to me.

I wonder if the chip is not too significant if they can repolish the stone or send it to a gemcutter to do this? I had a similiar situation and the gem was repaired.

 

[chrono]

Lisa,
That is entirely possible. My chipped spinel needed more than a repolish (it was gouged in addition to having a chip under another prong). The smaller one was repolished but the bigger one had to be recut quite a bit. It's not perfect but it's not a glaring rough hole anymore.