Question about Brian Gavin customer service...

[ppuff211]

Hi all,

Would like to get some input/advice (re: customer service) from those who have worked with BGD in the past.

I last posted when I was deciding on a setting for my three-stone ring: [URL='https://www.pricescope.com/community/threads/wf-3-stone-trellis-vs-butterfly.209171/....']https://www.pricescope.com/community/threads/wf-3-stone-trellis-vs-butterfly.209171/......[/URL]. I decided to go with the BGD Truth x 3 setting after much research (so many gorgeous 3 stones on PS!) and all the glowing reviews of BGD on PS.

The sales person I've been working with is nice, but I've found communication to be disappointing. I mailed 2 of my stones to BDG in late December (I'm using 2 stones I already have, and purchased 1 side stone from BGD). They received my stones January 5 and I still haven't received the CADs. Originally, I was told CADs would be ready last Wednesday/Thursday. Well Wed/Thurs came and went, and I didn't hear from my sales contact so I emailed her. She responded the following day, saying the CADs will be ready on Monday (yesterday). I waited all day and didn't hear anything, so emailed her again last night. I still haven't received a response.

Honestly, I really hate having to be the one to reach out to follow up. I feel like I'm being a pest by emailing her, but at the same time I'm the customer! I understand if their design team unexpectedly gets delayed... or something causes them to need more time. One time is understandable, two times.... not as understandable, but I can still live with it. The thing that bothers me is there is no heads up that they aren't sending the CADs on the dates specified, and not only that but it takes them about 24 hours to respond to MY inquiries for a status update.

Does this sound typical to you guys? I don't know if I'm being too demanding... or maybe it's because I'm not spending a ton of $$ with them (I'm still spending $4k+ on what is basically a reset/tiny stone purchase)..... but at the same time, I would never treat a client like this! If I can't deliver on said date, I would at least send my client an email rather than leaving them hanging. I consider myself to be a pretty reasonable person (and don't like confrontation), so would love to get your guys' input. Thanks so much! And sorry for writing a novel

 

[Sundial]

I recently bought a diamond and setting from Brian Gavin and had an excellent experience. However my transaction was pretty straight forward with no CADs. Communication by email is not always perfect. To me if you have not heard from a vendor or if you have more questions than covered by their response it is time to pick up the phone and call. I feel sure that they want you to be a happy customer no matter what the size of your transaction is, so don't be afraid to contact them.

 

[diamondseeker2006]

I agree. I would call. I have heard of communication problems with more than one vendor, and I can only assume the sales people have too many customers at times and perhaps miss some replies. I would express that you'd appreciate an email if a date is postponed from what you were orginally told. That is not too much to ask.

 

[ppuff211]

Thanks guys. I called and spoke with someone else - who checked with the design team and said they've had a lot of custom orders and so it is taking longer. Should be ready wednesday/Thursday of this week. Fingers crossed!

 

[WillyDiamond]

Hey puff, call and speak with Leslie.