The Curious Case Of Stuller

[rubyshoes]

Sometime in mid-January, I contacted Whiteflash and told them to add something to my existing ring order - a solitaire pendant. With the help of Brittany, I picked out a beautiful .56 G SI1 Expert Selection diamond and asked them to set it in a 6 prong platinum Stuller pendant.

First update regarding the pendant: Stuller had sent the pendant setting but it was 18k white gold. So WF sent it back. Happens, I said.

Second and third update: Stuller had sent the pendant setting but it was the wrong metal again.

At this point, my handler Vera is also perplexed. The WF Production Manager says the problem lies with Stuller's casting department mislabeling things. Ok...

Fourth update from WF: Stuller has sent the pendant setting and it is platinum! HALLELUJAH!!!!!!! BUT BUT BUT, it is mistakenly stamped 14k and the stamp is in such a place that it cannot be repolished and stamped again so back it goes to Stuller.

Vera assures me that they will track down the correct pendant setting for me and apologizes profusely for the whole ordeal.

We are still waiting for the correct setting to be sent. I am beyond perplexed by Stuller. How does something this ridiculous even happen there? Is there some sort of poltergeist messing with my order? I'd cry if it wasn't so damned hilarious... and I am still waiting, waiting, waiting to get my pendant! Vera sounds as mystified as I am. Apparently they receive thousands of items on a regular basis from Stuller and this sort of thing has never happened with an order.

No complaints with WF. This is obviously not their fault and I am being kept in the loop by them. I am just AMAZED by this saga and wanted to vent! I have my fingers crossed that I get my pendant soon!

 

[OneFifty]

That's weird. I could understand the first mistake sending it in the wrong metal, but the incorrect stamp worries me. Atleast WF caught the problem! I hope that you receive your perfect pendant soon.

 

[cygnet]

How bizarre.

You've got a great attitude about it though.

 

[diamondseeker2006]

Wow, good thing WF caught the stamp error! That whole thing is pretty crazy!

 

[yssie]

How completely... bizarre!!

You really do have such a good attitude about all of this - I'd probably have broken down and gone the crying route long before now. What a - completely bizarre - series of unfortunate events!


This will make for a great story once your diamond is safely on your neck in the proper metal with the proper stamp, and until then my fingers and toes are crossed for you!!

 

[John P]

This post caught me by surprise... My experiences with Stuller have been very reliable. As you say, they process countless orders every day with few issues. I consider this to be an odd irregularity. Every company undergoes them and - while it's frustrating to be the one affected (I can only imagine you feel lightning-struck) - it's reassuring to know that Vera and Whiteflash are working to protect you.

Most of all, I think your patience is positive and helpful in such a situation. Compliments on your attitude, and best wishes for the final product to exceed all of your expectations!

 

[rubyshoes]

Thanks guys John, I do feel struck by lightening. Perhaps I should go buy a MegaMillions as well as a Powerball ticket

 

[tyty333]

Hang in there...I'm sure they will get it right (at some point). I'd say if the next one isnt right maybe its time to
pick out a different setting or maybe have WF make it for you with some changes.

 

[ame]

That is just...weird.

 

[Modified Brilliant]

Not typical at all of Stuller. Weird.

 

[Stullerinc]

@rubyshoes,

I am sincerely sorry you're having so much trouble receiving the correct merchandise from us. It is unacceptable; I apologize on behalf of Stuller and can assure you that we work very hard each day to make sure our customers receive the best service possible.

I have followed up on your order and have been told the correct item should be to you no later than this Friday. I hope that in the future, you give us the opportunity to WOW you again.

Thanks,
Stullerinc

 

[diamondseeker2006]

@rubyshoes,

I am sincerely sorry you're having so much trouble receiving the correct merchandise from us. It is unacceptable; I apologize on behalf of Stuller and can assure you that we work very hard each day to make sure our customers receive the best service possible.

I have followed up on your order and have been told the correct item should be to you no later than this Friday. I hope that in the future, you give us the opportunity to WOW you again.

Thanks,
Stullerinc

Welcome to PS, Stuller!

 

[Fly Girl]

I probably have more Stuller settings than any other single manufacturer. I have always found them to be attractive and reasonably priced.

Thank you for the work that you do, and welcome to PS.

I hope that the OP gets her pendant very soon.

 

[cygnet]

 

[rubyshoes]

@rubyshoes,

I am sincerely sorry you're having so much trouble receiving the correct merchandise from us. It is unacceptable; I apologize on behalf of Stuller and can assure you that we work very hard each day to make sure our customers receive the best service possible.

I have followed up on your order and have been told the correct item should be to you no later than this Friday. I hope that in the future, you give us the opportunity to WOW you again.

Thanks,
Stullerinc

Thank you. I too am hoping I receive my pendant soon and just FYI my engagement ring (a .83 Solasfera from GoodOldGold) is actually in the Stuller platinum 6 prong setting and I love my ring. I know your quality is excellent. I am just hoping this issue is resolved soon and it has not scared me off from purchasing other Stuller items. Matter of fact I have my eye on someday buying Whiteflash H&A studs in the Stuller platinum 8 prong settings.

 

[yssie]

@rubyshoes,

I am sincerely sorry you're having so much trouble receiving the correct merchandise from us. It is unacceptable; I apologize on behalf of Stuller and can assure you that we work very hard each day to make sure our customers receive the best service possible.

I have followed up on your order and have been told the correct item should be to you no later than this Friday. I hope that in the future, you give us the opportunity to WOW you again.

Thanks,
Stullerinc

Thank you. I too am hoping I receive my pendant soon and just FYI my engagement ring (a .83 Solasfera from GoodOldGold) is actually in the Stuller platinum 6 prong setting and I love my ring. I know your quality is excellent. I am just hoping this issue is resolved soon and it has not scared me off from purchasing other Stuller items. Matter of fact I have my eye on someday buying Whiteflash H&A studs in the Stuller platinum 8 prong settings.

This forum amazes me sometimes - it's such a wide-reaching medium! Your story has reached the right ears ruby Looking forward to pics soon!!!

 

[Texas Leaguer]

Rubyshoes,
Like others have said I congratulate you on your positive attitude, patience, understanding, and above all, perseverance!

I have spoken to our production and vendor relations folks and I am assured this is a very, very rare occurrence with Stuller and in no way indicative of any trend. It is so unusual in fact that we are giving consideration to the poltergeist theory.

Seriously though, we don't take your inconenience lightly and we will make every effort to turn this into a positive for you.

My personal experience with Stuller goes back about 30 years and spans three companies that I have owned or worked for. In all that time I have found Stuller to be an absolutely outstanding company. Books could be written about this company (and probably have) and the pioneering work and the best practices that they have been long known for or have in fact invented.

They are human and do make mistakes. Considering the enourmous volume they do, their error rate is astoundingly low. However, it does seem that we have hit the jackpot on this order!

Although we don't expect you to see any silver lining right now, we know at least that our multi-level inspections and quality control systems are spotting the problems and working to protect our customers.

Hang in there a little longer and you will get fixed up. We appreciate your business and your great attitude.

Sincerely,
Bryan

 

[rubyshoes]

It is so unusual in fact that we are giving consideration to the poltergeist theory.

Texas Leaguer, I went to college in the South, we take our spectral interference very seriously! Thanks for posting.

 

[diamondseeker2006]

Bryan, I will have to say that I am extremely impressed that y'all caught the marking error on the platinum setting!

 

[rubyshoes]

Bryan, I will have to say that I am extremely impressed that y'all caught the marking error on the platinum setting!

Absolutely. And not to flog a dead horse, but I find the erroneous stamping thing worrisome. Just saying...

 

[rubyshoes]

WOOHOO! WF just sent me glamour shots of my pendant and it looks beeyooteefool! They refined the prongs a bit like I had asked them to and from the photos they look lovely! They are shipping today so I should have the pendant soon. Stay tuned for photos as soon as I get my hands on the pendant

 

[Enerchi]

GORGEOUS!!! I'm so glad it has finally been made and will soon be on its way to you! Great customer service by both Stuller and WF!

 

[tyty333]

Wow...pretty! Worth the wait!

 

[yssie]

::heavy sigh of thank goodness::

 

[rubyshoes]

I never did post real-life pendant shots to this thread... but there is a thread with pics here-

https://www.pricescope.com/community/threads/yummy-goodies-from-whiteflash.186100/