- Mar 2, 2020
This thread is definitely taking a turn for the better!
I have just receivedstone that I have been waiting for a while. 2.527ct I, VS1 and it was a perfection. Then I checked the stone up close and started seeing feather/needles and it made me a bit uneasy. I prefer clarity over color and am willing to pay premium for VS1 so that is why I felt uneasy about seeing inclusions. Then I checked the AGS certificate and saw that it says 2.572 I, SI1. SI1? So I called and told them about the wrong certificate sent, questioning my stone as well. They assured me that the stone is mine, just the certificate got mixed up. They added that three people had checked the stone and there was no way that three people would make the mistake. Well, I checked the stone myself with my microscope and the numbers did not match. It turned out, it was not, indeed, my stone. So I called again and they confirmed that they have my purchased stone and that I received the wrong stone. I was shocked and in disbelief (I was going to drive to David Klass to have it set tomorrow), so I am glad I caught the mistake before. It was, however, the same size and same color, so I can see how one could make a mistake. I just did not think that three people would. I also took so many pics and videos of "my" stone, all excited - so excited. It did not feel all that great to delete them all knowing it is not my stone.
The reason I am writing is that I would like to ask @Texas Leaguer if he could check my stone himself to make sure that the correct one will be sent to me. I do not have any other way to contact him except this forum and wanted to do so before sends out the stone.
I also want to add that I am not writing this to criticize . I do believe it was an honest mistake and Vera was very apologetic and responsive. She sent me a prepaid label to ship the wrong stone back to them and they will be sending my stone once they receive the wrong one. I do believe will take care of me and their mistake but I wish their QC would improve. I already shipped the wrong stone back to .
Lastly, I want to mention that was very generous because they agreed to take my stone for a trade-in and I am grateful for it. I was going to do (and will do) a reveal once this all gets sorted out because I received an excellent assistance from when I was picking my stone.
One of the core values is to be accountable. We understand that making a mistake will result in criticism that is warranted. Sometimes the criticism can be harsh and unforgiving. We’re not here to make excuses, though some circumstances are worth mentioning by way of explanation of how certain errors might come about. It is informative for consumers to understand the things that can happen despite a company’s commitment to best practices.
But whether it is misreading a string of digits written on a faceted girdle, some sort of confirmation bias that perpetuates a mistake through an otherwise well designed multi level QC system, staffing challenges related to a pandemic, or any other extenuating circumstance, it all tends to seem like excuse making.
We will learn what we can from this event and try to use it to improve our performance, whether it is through changes to our procedures or better training or both. The feedback we get here is an important aspect of this process and we highly value it. Even when it is harsh.
Texas leaguer, I think you have handled this situation with class and dignity. It must not be easy at times, especially here lately. Hang in there!
Honestly, in this case it’s the OP who’s been the class act. I think I would be spitting nails if this had happened to me. The first (three) errors are bad, but for no-one to have properly checked before (incorrectly) responding to the OP when she outright informed them that she’d been sent the wrong stone beggars belief.
I'm not sure if you meant to state this as bluntly as you did, but paraphrasing it reads as 'you should obtain (and bear the cost of) an appraisal to ensure we've sent you what you ordered and paid for', which doesn't fit at all with what I perceive as 's reputation. Given 's stellar customer service history, will you be offering to arrange this independent verification as part of shipping to the customer, maybe shipping from you to the third party and then on to the customer as a single, seamless process without stress to the customer? Who bears the cost of this recommendation is also problematical given that sending out the correct stock item is the retailer's responsibility. Obviously anyone should seek to verify their purchases, but seeing this as active advice from a vendor to ensure someone gets the specific item they paid for gives it a very different perspective.I think the best general takeaway from this thread is that experienced diamond consumers who can self-verify their diamond purchases should always do so upon receipt. Those who do not feel confident in self-verification should seek an outside evaluation from a qualified, independent expert. Even if you do not need a full appraisal, you may be able to request a lower cost, basic verification.
Here's an idea: when I received my BG 5 stone ring, it came with a mini hearts and arrow viewer. Why not include an inexpensive jewelers loupe with any diamond purchase so the buyer can not only verify the diamond (even a newbie should be able to locate and read girdle inscription with a little practice), but also periodically check their set stone for damage? I have zero jewelry skills, but I've been able to do this fairly easily.
Just a thought...
I have not received a loupe but I have my own. I have only received H&A viewer and(2 in 1).
Fwiw, I just went to the local jeweler and asked if they could read me the number on the diamond. They were happy to do it for me.
As the former owner of an ISO9001 certified manufacturing Company I see the need for a number of corrective actions.
1. Determine how the wrong diamond was pulled from the safe in the first place. This is the root cause of the issue and has to be fixed.
2. Determine how the wrong diamond passed thru the QA chain and wasn't caught. Retraining likely needed.
3. Determine how and why the customer's initial call about the issue was so easily brushed off. It is a problem if Customer Service doesn't immediately write up all customer complaints and pass them to the QA department to be investigated and answered in a timely manner. Always best if a first response is given by QA directly to the customer within 24 hours.
Thank you for that feedback. That is precisely how we are approaching this internally.
We have established some of the causal factors involved and have a plan for corrective actions involving both a potential system improvement and additional training.
Your item #3 is of particular importance to fully understand internally. In a sense there are two separate issues here. First is the initial customer-reaching error. Second is a response to a customer concern that should have resulted in action but did not. We are still exploring the details of that interaction.
Thank you again for your analysis. It is spot on.