Should I Be Concerned?

[ErikV]

Well, I finally found the diamond and setting I wanted and ordered both on December 28th. They ended up being from different online vendores and the diamond arrived on December 30th. I was very impressed with the service provided by that vendor (www.websbestdiamonds.com) and appreciated their communication and feedback.

Now the setting was ordered from NiceRings and the site stated that it would take 4-7 business days. Being in a services industry (Attorney), I understand the need to keep my clients properly informed of issues and delays. I''ve learned that keeping people properly informed goes a long way toward circumventing any disputes. That said, I also understand that things do happen and that delays are inevitable.

I called NiceRings on the 27th and spoke with their customer service woman who promised to have someone call me. Nobody did, so I went ahead and ordered the setting online. NiceRings was very good about calling me once the order was placed to inform me that my credit card had been declined (apparently my daily limit needed to be increased to cover the $3200). Once that was sorted out the transaction went through without a hitch.

However, since then it has been dead silence. I did not receive a confirmation email as the site promised so on Jan. 3rd I called to obtain my order number. At that time I was told that the setting should be made by Friday the 6th.

Well again realizing that things do happen I waited until Thursday the 12th to call them again. At that time the customer service would not tell me why the ring was delayed and simply said that it would be either the 13th or 14th now. I told her that I wasn''t upset but that I am on a tight schedule. I need to propose before the end of the month and I need time to get the ring set and appraised as well. She could offer no reasons for the delay and said she would have the manager call me when I insisted that I would feel much better knowing why the setting has been delayed. Needless to say nobody has called me back. This is the same woman who told me that someone would call me when I wanted to inquire about a purchase back on Dec. 27th.

So my question is this, should I be concerned? As far as I am concerned, the customer service support is lacking. What have others experienced as far as turn around times? It''s the 14th and I suspect that the ring won''t be completed today either.

Thanks!

Erik

 

[belle]

4-7 business days for what? to be shipped? to start making the ring? i''m not sure where the concern, if any, should lie yet.

 

[ErikV]

For clarification purposes, the website says the ring "usually" ships in 4-7 business days. As I stated before, I appreciate that things don''t often go according to schedule. My concern really is with the level of support and information for a $3200 purchase. I fully expected more than no emails and broken promises on return calls. They were very good about calling when it came to getting the money, but since then there has been nothing. When I called on the 12th, they couldn''t find my order for a few minutes and kept asking me when I purchased the setting. It seemed they were very disorganized. I try not to bother vendors I order from and I think I''ve been reasonable in only calling twice (once to get my order number and the second nearly a week after it was verbally promised to ship).

 

[belle]

obviously your expectations were not met and that can make even the best situations seem bad, but i don''t see anything to be ''concerned'' about necessarily. hopefully your ring will arrive soon and it will be even better than you could imagine.

 

[ErikV]

Thanks belle, I too hope it arrives soon. I am trying not to be overly anxious and give the vendor time to make the setting. I just wish they would be more forthcoming with an honest assessment of when it will be expected. Communication is key in my business and I expect nothing more or less than I would give to my clients. I would like to give them the benfit of the doubt that they are extremely busy, but I''ve learned you do not verbally promise something and then miss those deadlines...and then give no explanation to a paying customer why those deadlines were not met.

I would expect to have complaints filed against me with the state bar if I didn''t keep my clients properly informed and updated on their case status. I do not make promises that I cannot keep and set my client''s expectations accordingly.

I suppose my real issues are with what can reasonably be expected. I may be expecting entirely too much, but an email or some other update would be nice so I can plan my proposal accordingly.

 

[Rod]

Personally, I''d say you''re being beyond patient and you shouldn''t be. For $3200, the courtesy of a returned phone call, particularly one that was promised is not expecting much. And not getting that call is in my opinion grounds for cancelling the order and fiinding somewhere else to buy your ring. $3200 for a setting is a lot of money. There are plenty of quality companies you can find on this forum, such as Good Old Gold and Whiteflash who will speak with you and offer plenty of customer service.

You''re paying a lot and you should expect a lot.

Just my .02 worth........

 

[MiniMouse]

Rod, I agree with your post.

Erik, you have been very patient and the lack of communication is unacceptable. If the vendor cannot give you a straight answer, then how long are you supposed to wait? I would cancel the order if they cannot confirm anything on Monday morning. Their service is appalling and you have not been pushy or expected anything unreasonable.

I had Whiteflash do my setting and they were wonderful to deal with and true to their word.... they quoted 7 days and we had the ring all finished, mailed out and on our appraiser''s desk within that timeframe (obviously it would be longer if it was an individually made custom ring). They were wonderful to deal with and the workmanship was excellent. Take your money and your custom to a vendor that appreciates your business. PS''ers have had great experiences with many of the online vendors here.