Ring is paid for... but I don''t have it...

[asudesigner]

Here is my story!

I purchased a Ritani setting (see avatar) I fell in love with on July 9th at billbarnes.com. I was practically guaranteed my ring would arrive by the beginning of September so I could have it for Memorial Day weekend. I thought 7 weeks wouldn't be unreasonable because I was told 4 when I bought it. So with only a few days before my vacation I decided I could wait and it was more important they got it right then got it to me quickly. Numerous times I was told thank you for your patience. Every Monday I checked in to see how things were progressing. Another 7 weeks go by and all of a sudden they are no longer answering e-mail, and their phone system is "down". I am at a loss; I can’t believe any jeweler would take 14 weeks with no end in sight and completely ignore a paying customer. It isn’t even a custom design! Even if I got a hold of them what can they do? Every time I talk to them they say "Ritani doesn't have any new imformation for us, thank you for your patience."

I guess all I can do is wait...

I probably should have seen this coming, when you combine this...
https://www.pricescope.com/community/threads/major-problems-with-ritani-guidance-requested.46057/ (Ritani issue)
With this...
https://www.pricescope.com/community/threads/trouble-with-billbarnes-com.59363/ (Billbarnes issue)
You get one unhappy Pricescoper.

 

[dragonfly411]

Keep Calling, keep emailing, and if you don''t see any answer, contact the better business bureau

 

[mrssalvo]

oh goodness, I can understand why you''d be so upset. i remember the Ritani ordeal that you linked and that is the only major mess-up i''ve seen from Ritani during my 3+ years on the forum. That is such a shame that the vendor isn''t being more helpful too. Does Ritani have your stone too? Did you pay by credit card perhaps?

 

[neatfreak]

I agree with MrsS, this is really odd! Ritani usually is pretty quick, I wonder what the heck is going on over there.

 

[Maisie]

Oh no! What a complete nightmare! I can''t believe they are taking this long and not letting you know whats going on!

 

[Kaleigh]

I am surprised too, we don''t hear this about Riitani. I hope you get an answer soon, I don''t blame you for being upset.

 

[LGK]

Are you physically nearby the vendor? Can you go in person and cause a polite stink? It''s harder to ignore an actual human in the store demanding an answer.

If not, I''d call and leave a firm message stating that you require a firm deadline for when the ring is due in, and if you don''t receive a return phone call within X (24, 48, something reasonable) hours you will be following up with the upper management and/or a CC charge back if possible.

Then start calling the higher ups in the company and/or your CC company if you paid that way.

A registered, return-receipt letter might be another way to get their attention if you aren''t ready to do a CC charge-back (or can''t), if you don''t hear from them when you call again.

Very frustrating. Sorry!

 

[asudesigner]

Thanks everyone, I hope this doesn''t happen to anyone else! They must have a "stall the customer as long as possible" policy.

mrssalvo: I did pay by credit card, but they also have the diamond I purchased elsewhere. If I have my credit card company cancel the ring how do I get my diamond back? If I cancel the ring what is the likelyhood another vendor could get it to me by christmas?

LittleGreyKitten: Unfortunately I am in Arizona and they are in Texas.

 

[mrssalvo]

Date: 10/15/2008 7:14:58 PM
Author: asudesigner
Thanks everyone, I hope this doesn''t happen to anyone else! They must have a ''stall the customer as long as possible'' policy.


mrssalvo: I did pay by credit card, but they also have the diamond I purchased elsewhere. If I have my credit card company cancel the ring how do I get my diamond back? If I cancel the ring what is the likelyhood another vendor could get it to me by christmas?


LittleGreyKitten: Unfortunately I am in Arizona and they are in Texas.

i honestly am not sure what to suggest. they are not PS vendors so you don''t have the benefit of them really caring about the customers they way the PS vendors do. If it were me, I''d try to figure out some way to contact Ritani directly and see if I can get info that way. I know they don''t usually deal with the public but there have been pricescopers that have spoken with them directly. Then you can hopefully get their side and see what the hold is.

i do think you have plenty of time to get the ring by Christmas whether you continue doing business with BB or end up canceling and going through another vendor. I would probably try to complete the transaction but I would expect some type of discount for the added trouble and time this has caused you. If you do end up getting your stone back, getting a refund from BB, i would suggest buying the ring through Goodoldgold or pearlmans who are both Ritani dealers and are customer advocates. I don''t think either vendor would think 14 weeks for a Ritani ring is reasonable at all.

 

[gorri8]

OMG, I hope this doesn''t happen to me with James Allen. I check with the better BB and they r on the list. Thats what I would do if I were you, but then again I''ve never bought a diamond online before and your story is freaking me out. Sheesh...

 

[vslover]

Date: 10/15/2008 7:40:34 PM
Author: mrssalvo


i honestly am not sure what to suggest. they are not PS vendors so you don''t have the benefit of them really caring about the customers they way the PS vendors do.

Do you really think that''s true? Based on some comments from posters, I don''t feel that Pricescope vendors CARE about their customers more than any other vendors do...they just are more able to deal with criticism in this forum because they are represented here.

 

[mrssalvo]

Date: 10/15/2008 10:52:28 PM
Author: vslover

Date: 10/15/2008 7:40:34 PM

Author: mrssalvo



i honestly am not sure what to suggest. they are not PS vendors so you don''t have the benefit of them really caring about the customers they way the PS vendors do.

Do you really think that''s true? Based on some comments from posters, I don''t feel that Pricescope vendors CARE about their customers more than any other vendors do...they just are more able to deal with criticism in this forum because they are represented here.

caring may have been a poor term. I just think the PS Vendors that are popular here as so because of their exceptional customer a service. they also don''t want the ding to their reputation and will try harder to keep everyone happy. Sure, there are vendors that don''t participate in PS that do the same thing, i just don''t think the vendor the OP is dealing with is one of them..

 

[somehowcollide]

Oh no, that sounds painful. You are a very patient man. I called Bill Barnes right now (number off the website) and I got an irregular ring tone and straight to voicemail. Don''t know if you''ve seen this, and I really don''t want to upset you more, but their BBB listing is unsatisfactory

http://austin.bbb.org/WWWRoot/Report.aspx?site=40&bbb=0825&firm=33426

Here are some alternate numbers:
(361) 575-9595 ( I just called this number and got a response! Try it!)
Customer contact: Mr Alfred Kopecky - (361) 575-9595

Good luck!

 

[DiamondGirlHH]

So sorry to hear about your problem with Bill Barnes. I did hear in the past that they do have some delivery issues when it comes down to timing. I would contact Ritani directly and find out what''s going on with your ring but more importantly with your diamond.

Here is what I can find online, hopefully one those numbers work...

[email protected]

(212) 997-7747
(212)997-7742
(646)218-3739

Good luck!!!

 

[DiamondGirlHH]

Here is a link to the Texas Consumer Protection site where you can file a complaint:

http://www.oag.state.tx.us/consumer/complain.shtml

 

[asudesigner]

Update,

I just received an email from Ritani.

Jordan

Bill Barnes is no longer an authorized Ritani dealer and as such has no access to our product. Our normal shipping terms are 2-3 weeks. I strongly recommend that you request a refund from Bill Barnes or obtain a refund from your credit card company. Please visit our website and select a retailer near you. If you have any question please provide your location and we can send you a list of those nearby. Once you reorder your ring, ask the store to contact me directly when they send in the order and we will expedite the production for you. I''m sorry that you have had so much
difficulty in obtaining our product but we look forward to assisting you as best we can.

Joe Manber
CFO

I then promptly called Billbarnes.com and canceled my order.

Worst experience ever

 

[neatfreak]

Date: 10/16/2008 11:13:12 AM
Author: asudesigner
Update,


I just received an email from Ritani.


Jordan


Bill Barnes is no longer an authorized Ritani dealer and as such has no access to our product. Our normal shipping terms are 2-3 weeks. I strongly recommend that you request a refund from Bill Barnes or obtain a refund from your credit card company. Please visit our website and select a retailer near you. If you have any question please provide your location and we can send you a list of those nearby. Once you reorder your ring, ask the store to contact me directly when they send in the order and we will expedite the production for you. I''m sorry that you have had so much

difficulty in obtaining our product but we look forward to assisting you as best we can.


Joe Manber

CFO


I then promptly called Billbarnes.com and canceled my order.


Worst experience ever

Well that explains it at least. You got a full refund right?

I would call Pearlman''s. They are an authorized Ritani dealer, have great prices, and have WONDERFUL customer service. They will also try to get it as fast as possible for you...

 

[somehowcollide]

Oh dear...

What about your stone???

 

[MonkeyPie]

OMG.
Please tell me they refunded all your money and are mailing your diamond back.

 

[mrssalvo]

oh my goodness. that is just crazy. what did BB say when you called them? Where is your stone? That is really unethical. definitely report this to the BBB and the JVC (jewelers Viligance Commitee).

you poor thing. I agree with neatfreak that I would go through pearlmans and be sure to tell them about what happened as well. they will work with Ritani to get your ring to you ASAP.

 

[rainydaze]

wow, i am floored!

i really feel for you, what a stinky situation. please keep us posted.... i am anxious for you regarding your stone and want to hear that you got it back alright!

i also recommend calling Pearlman''s. i have dealt with them and they are fantastic. i know they will take very good care of you. also, i have seen ritani''s that were purchased through them and they came out perfectly, and ritani''s from others that for whatever reason were not as well done (mine included). bill knows ritani personally and from my conversations with him has a great working relationship with them, which i would find very reassuring.

 

[asudesigner]

Thanks everyone for your support and concern!

I contacted Pearlmans this morning, and they have the order underway for me.

I have to assume billbarnes.com will send me back the diamond for fear of me taking legal action.

I''ll keep you updated.

 

[neatfreak]

Date: 10/16/2008 12:54:05 PM
Author: asudesigner
Thanks everyone for your support and concern!


I contacted Pearlmans this morning, and they have the order underway for me.


I have to assume billbarnes.com will send me back the diamond for fear of me taking legal action.


I''ll keep you updated.

Don''t assume, threaten legal action now if they don''t overnight it back to you.

 

[mrssalvo]

are you in the same city as Bill Barnes? If not, they need to overnight your stone back to you (or overnight it to Pearlmans

) and give you the tracking number by this afternoon. seriously, this whole thing is just beyond bizarre to me...

 

[rainydaze]

yes, PLEASE do not assume! contact them asap to confirm they have your stone and make arrangements to get it back to you. i mean yikes! what have they been doing with your stone for 14 weeks knowing nothing was actually going to happen with your order?!

oh, and yay for calling pearlman's!

you are in good hands now!

 

[asudesigner]

Thanks again, this situation is so frustrating it is hard to think clearly sometimes.

I have asked billbarnes.com to ship the diamond directly to pearlmans and have threatened legal action if I don''t recieve a tracking number today.

 

[neatfreak]

Date: 10/16/2008 1:59:11 PM
Author: asudesigner
Thanks again, this situation is so frustrating it is hard to think clearly sometimes.


I have asked billbarnes.com to ship the diamond directly to pearlmans and have threatened legal action if I don''t recieve a tracking number today.

Good for you! Pearlman''s will take care of you. Promise. And I am sure if Bill knows the situation he will work extra hard with Ritani to get it to you fast too. He has a great relationship with them and he''s a stand up guy.

 

[bruceb916]

Date: 10/15/2008 7:14:58 PM
Author:

LittleGreyKitten: Unfortunately I am in Arizona and they are in Texas.

southwest.com

A quick trip there and back is a whole lot cheaper than losing a diamond.

 

[CharmyPoo]

You are one patient guy. I would have been freaking out ... calling them non-stop until I get a resolution. This is completely unacceptable. However, I am glad that Ritani is so responsive. Good luck and please keep us updated.

 

[somehowcollide]

Hugs Asu! Everything will work out in the end! Things happen for a reason, and its probably a very good thing that you ended up at Pearlman''s. You know we will be there to help and support you in any way we can!