Upset about upgrade policy at Icestore.com.au/MDX...

[Icy Melona]

I recently purchased a 2ct+ RB diamond from MDX/Icestore.com.au thinking that I can upgrade in the future. The confusion all started because I originally came to Melbourne Diamond Exchange via Icestore.com.au (it''s the same company).

On icestore.com.au website, lifetime upgrades apply to all diamonds purchased but on MDX website the fine print runs as, "all round brilliants, ice square... deemed by us to be Excellent, VG, premium cut" are eligible for upgrades. Spoke to one of the Sydney sales staff and was advised that my diamond won''t be eligible for upgrade as only ''ICE'' diamonds are upgradable so if I wanted an upgrade I should purchase now while I am within the MDX 14 day return policy (on Icestore.com.au the return policy is 30days).

But when I rang the Melbourne office to confirm, I was advised that I can upgrade all round brilliants in the future but I would need to send it to Melbourne office.
I am very confused here, icestore.com.au and Melbourne Diamond Exchange seems to be one and the same company (with same ABN) but both seem to have very contrary terms and conditions.

I''ve bought a few diamonds from MDX/Icestore in the past because of the upgrade policy but now the contradicting terms and conditions on the websites and their staff has confused and frustrated me. I''ve emailed them today and asked for written assurance that my diamond will be eligible for the same life time upgrade with the same conditions and to clarify what the return policy is.

Has anyone else tried to upgrade with MDX/Icestore.com.au?

 

[purrfectpear]

I would have to say that regardless of what anyone else''s experience might be, you could not depend upon the store honoring it.

Contact the store you purchased from and would be ugrading with, and get their policy in writing, signed by a store manager.

Anything short of that is just going to be conjecture and verbal assurances.

 

[Herfnerd]

What PP said.

Verbal assurances/agreements are only as good as the paper they are written on......

 

[honey22]

Another member had a similar problem with MDX. Chiquitapet had probs when she tried to upgrade, but I am not sure of her exact problem. You will need to search her posts for the story, I remember a thread about it. After posting here and then writing them a big grumpy letter to management (possibly hinting that she would take the matter further, consumer affairs etc, I am not sure if that was written down, but I think it may have been her next step), management decided to honour their policy and upgrade her stone. I believe her issue may have come down to inconsistencies in the wording or something for the upgrade, again I am not 100% sure, this is all from memory.

Don''t give up yet!!!! Her situation seemed hopeless and they honoured it in the end. I would suggest addressing a letter to management, perhaps indicating that you have been searching Pricescope and seen other unhappy members trying to upgrade (nothing like bad publicity to get them into action, only if they deserve it though) and that you would appreciate them sorting the issue or you would be forced to take it further. They are one and the same company. If you search Icestore for a stone you get sent to MDX stone database, so they can''t start having one upgrade policy for one name and not for the other when they integrate their business in that matter.

Good luck and please keep us posted. Hopefully MDX will see this post (I do know they are a member and have posted in the past) and will feel compelled to do the right thing here.

 

[honey22]

Here ya go! Here is the thread. Sounds suspiciously like your situation!!!! I would def use this ammo when you contact them again.

https://www.pricescope.com/community/threads/help-me-choose-an-rb-please.85051/

Please keep us posted. It''s good for PS members to know exactly what they are dealing with when it comes to vendors.

 

[Icy Melona]

Thanks for that, I''m still waiting on MDX reply. It''s only been a day so no big worries. I hope I can upgrade or otherwise I''m thinking of canceling my order and looking for another vendor.

I''ll keep you guys posted on how it pans out!

 

[Icy Melona]

Okay, I emailed Wayne (the director) and spoke to Melbourne office and Sydney office again. Still told contradicting terms- Melbourne office, yes they can upgrade; Sydney office, no upgrade unless it''s ICE.

Melbourne office has told me to disregard what I read on icestore.com.au as MDX website states the correct terms and policy. I pointed out to both Sydney and Melbourne personnel that neither of the website actually says that upgrades apply only to ICE Round Brilliants. But Sydney personnel claims that the rejection came from the ''horse''s mouth''-aka Wayne and that the MDX term is that, "All RB, ICE Square... that are GRADED by US (being MDX) to be Excellent, VG, Premium, international fine cuts..." are eligible for upgrade. And to get that grade, it has to be deemed ICE by MDX. I asked then why didn''t they just write the disclosure along the lines of, "only ICE RB and ICE Square diamonds can be upgraded..." that should save future confusion and word space on their website. I argued that there seems to be a lack of consistency on both their websites and what their personnel are saying.

I was advised by Sydney office again that I should upgrade my purchase now while I''m within the 14 day return period and really that is my only option. I didn''t like it when she said that I didn''t believe her about the terms and conditions and had to go to the head office. She said she gave me the ''spill'' about upgrades applying only to ICE when I first came into the office. Don''t remember that part but I have emailed her in the past about upgrade and reminded her that she only sticky pasted the terms and conditions stated on the MDX- hence the confusion. She could have clarified in the email that only ICE diamonds need to apply. Told her it wasn''t that I didn''t believe her but I wanted a clarity/confirmation on which policies (Ice/MDX) are correct and clarification on the wording.

At this point not very happy seeing that I am, according to their communication, a VIP but feel more like a VUP. I just can''t believe I spent large sums of money in the past on their business and they won''t even honour their policies. Why don''t they just change the wording on their website clearly- it wouldn''t cost much in time and capital to change a paragraph on their website!

Anyway, I was advised by Sydney office that Wayne will get back to them about the upgrade (which I thought he already had) but was told that in the past they''ve rejected nearly all non ICE diamonds for upgrade so I shouldn''t get my hopes up.

Told the Sydney office, if my only option is to upgrade now while I''m within the 14 day return period then I will consider taking my current and future business elsewhere to other vendors with more transparent upgrade policies. There must be people out there who''d want my business??? To be frank, I don''t think I''m asking them for the moon and I haven''t been rude/irrate, I feel that they should own up to their blunder (2 contradicting written and verbal Terms & Conditions and clarification of the wordinsgs so it reads loud and clear on their websites).

Anyone know of any good diamond vendors in Australia?

 

[Icy Melona]

Sydney office got back to me and was advised that Wayne liked the look/sound of the RB diamond and will honour the lifetime upgrade policy on that stone only.

Somewhat happy about that but disappointed that it doesn''t cover the other RB diamonds I have bought from them. I am still seriously considering canceling the order, get a refund and take my business elsewhere.

Can anyone rec a reputable diamond vendor/wholesaler in Sydney, Australia?

 

[honey22]

I''m so sorry you had such a bad experience with them. A few Aussie PSers have had less than glowing reports about them. I tried to puchase from them but had many problems getting the stone I wanted (ie. would pick one and then find out it was actually sold, dispite being listed as available).

End the end I purchased from overseas (Whiteflash). I got a better, killer diamond in a gorgeous setting (MDX setting''s didn''t do it for me I have to admit) and I actually spent less money, even after paying the 15% import taxes/charges. WF have an excellent upgrade policy (I have never heard a problem about that in over 12 months on these boards), are very honest and trustworthy and their service is outstanding. Well, that''s not even good enough, their service is incredibly outstanding.

If you can be brave and think about purchasing from the US it''s well worth it. It''s totally safe, however I understand how people are sometimes hesitant to do it. It''s such a big purchase, but you get more info on the stones than MDX and I would do it again in a heartbeat. If I were in your position, I would get my money back and head to www.whiteflash.com

If you look for an ACA, they are their top of the lines cuts. I have one and they are truly stunning. You wouldn''t regret it.

If you decide that you want to stay in Oz, I don''t know of any other online companies that I would use. MDX seemed like the best (and only option for me in Oz, however I wouldn''t go there again). If you are happy to pay a bit more and purchase from a B&M store (and take a little holiday to Melbourne) then I would strong suggest Precious Metals. Their website is www.hollowaydiamonds.com.au Gary invented the IS and specialises in ideal cut stones. He has some truly stunning pieces at his shops in Canterbury and Brighton. I am hoping to get there in the next few weeks to check out wedding bands. The prices won''t be as competitive as online, but I do think they are reasonable for a B&M store, and you know you are in good hands there. And it''s a whole lot of fun shopping at that place - I

it!!!!

Good luck. Keep us posted!!

 

[arjunajane]

I am disliking this company more an more.
If we have heard the same story a couple of times here, think how many regular consumers get steamrolled and just have to accept it.
Pretty dodgy imo

Icy Melona, I am glad you got the result you were after, and good for you for pushing the issue.
I am going to ditto Honey22 in suggesting going o/seas. MDX draws from the same virtual stock most of the US vendors do, but their prices are more expensive, their policies and customer service lacking, and not a great choice of settings imho.

I too am an Aussie that has purchased from both Good Old Gold and Whiteflash and highly recommend both.
I did everything via email/wire transfer and it went smoother than I could've asked. I also got ALOT better value for my money than I could've in Aus. -if I tell people here what we paid for my ring, they are dumbfounded.

The vendors I have mentioned also have very tight and fair upgrade policies - I can say it is very doubtful you would encounter the kind of run-around like you did with MDX.

Please ask if you have any more Q's