Complaints

• Initial Complaint

  25/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am ****** ****. I live at ** ****** ******* Fredericton, N.B. I bought a silver necklace for 700 cad at Charm Diamond Centres at Regent Mall Fredericton a week ago, i felt like it was not worth to have it, i just wanted something more valuable, i changed it with diamond, i had no any idea about diamond which one is better to another. I refunded the payment for the silver and I bought the 1 carat lab diamond for 1700 cad. When i was going out in the Regent Mall i passed by at Crescent Gold and Diamonds. I changed my mind and prefer to have the earth diamond one. I never thought Charm Diamond Centres and Crescent Gold and Diamonds are sisters company, i took a refund of lab grown diamond with Crescent Gold and Diamonds and i was able to buy an earth diamond for 2,992 cad with them. A day after i went to my a filipino friend had knowledge on diamond, i let her checked the diamond and found out there was a black grain like salt, i came back at Crescent Gold and Diamond to make a refund because of that. When i was at the Crescent Gold and Diamonds i asked them to make a refund because i am not satisfied. They told me i couldnt refund but to change only because i had discount and i changed many times. I had no choice but to change it with .80 carat for 3,330 cad. I got less carat but more expensive. I was really unsatisfied with the item that was why i wanted to make a refund and not to change with other item. The reasons i really wanted to return were: 1. i am not satisfied 2. The saleslady at Crescent Gold and Diamonds was not nice when she wanted me to pay morethan the amount of the 2,992 cad for 1 carat earth diamond clarity I2 colour J that i changed for 1 carat lab grown from Charm Diamond Centres. I already transferred 2500 cad from my debit card + 941 including the tax from my credit card supposedly but she wanted me to pay 2,500 and another 1,400 cad. I told her i why is it 1,400cad?. She said yes 1,400 cad then, i got a paper and I did compute and it is just 941cad and then she said yes 941cad. She wanted me to pay 1,400cad because the computer had a glitch issue and the computation went wrong and because she couldnt fix it she tried me to pay wrong amount. 3. And last, i bought .80 carat earth diamond clarity s1 colour h-i for 3300cad excluded the tax and it did not have original certificate because they said they it lost. They made me an appointment with the appraiser. I cancelled the appointment just because i really wanted to make a refund because i am not satisfied, i am not happy with the item the price is not fair with the value of the item. The saleslady also said i needed to pay 80 cad for getting the certificate card. I just forced to change because i had no choice but what i prefered was to make a refund because i am satisfied and happy. Item: .80 carat earth diamond clarity: s1,colour: h-i bought for: 3,328 cad Invoice number: 1155371 Transaction number: 2820104091 Date: september 16, 2023 Time: 10:26Am Store: Crescent Gold & Diamond, Regent Mall, Fredericton, NB Paid thru Debit transfer: 2,500 cad Savings Account Number: 00884-5204995 Cash: 386.20 cad Credit Card: 1,056.36 cad Mastercard Number: 5415 9012 5094 5984 Please help me on this I admitted i changed many times but i did not do it intentionally. The emerald earrings i bought for 99cad together with the diamond, i did not return, only the diamond because i was really not satisfied. Thank you! Have a good day.. ****** **** 1 (**** ******** ******_****@**************

  Business response

  16/10/2023

  On September 8th 2023 Mr **** made a purchase at Charm (Sister company), regent mall Fredericton transaction 1220109202, for a silver chain. Days later on September 12th Mr **** returned to our Charm location and exchanged the chain for set of lab grown 1.20CTW diamond earrings transaction 1220109285. On the same day Mr **** then refunded those earrings at my store location, Crescent regent mall, 2820104034 and then decided to choose something else. We had a computer system failure at this so asked Mr **** to come back the next day (13th September) to complete the purchase, there was some confusion of how much of the transaction had gone through, but after talking to our accounting department we managed to get it straightened out and he left new diamond earrings and emerald earrings transaction 2820104047. 3 days later Mr **** to returned to our store with his wife and they chose new earrings to exchange for again. They were looking for H-I Si2+ quality, and we managed to find him some, at the time of purchase we told him there was no certificate, but I did tell him he could come back and see Thursday 21st September and I could that rectified we he agreed (I was away at managers meetings earlier that week) Mr **** did not show up on the Thursday. Mr **** then sent emails to head office claiming to be unsatisfied, which I received later that Thursday and responded too, I asked Mr **** if he could come into store to discuss the issue, to which he agreed too, he was going to come in on September 22nd as he was working night duty on 21st and could not come into store. Mr **** did not show up on the 22nd. As you can see on the bottom of the receipts provided, we have a 30 day refund policy, 30 days has passed since the original transaction and 30 days has now passed since the last exchange. On October 11th 2023, I reached out to Mr **** again as he sent another email to head office. I again asked him to come into store to discuss the matter. He has still not come into store, and I can’t proceed with any action until he does. 

  
  

  In the complaint email sent to head office, Mr **** mentioned he had a “friend jeweller” who told him the diamonds he bought were I1 clarity and L in colour, which simply isn’t the case. So before any action is taken these earrings need to be sent to an appraiser to check that they are the SI2 H/I diamonds that were purchased.

  
  

  My staff and I have gone above and beyond to help Mr ****, but his apparent refusal to come into store makes it difficult for any kind of action to be taken.

  
  

  Thanks

  
  

  ****

  Store manager

  Crescent 282

  
  

  Customer response

  16/10/2023

   I am rejecting this response because: 

  The first time i came back to the crescent store was to make refund because i was not satisfied with the diamond, by that time i still had option because they did not write i could not change it and no note that was final. They gave me no option just to change, that was the time they put final on the receipt, but i was still not satisfied because the diamond i got was too overprice. The diamond i got was .80 carat worth 3,300 but in other store the 1 carat is just 3,000. They sold the diamond too over price and even the manager from other store was frustrated. Their reasons why i couldn't change were i changed the item many times. It was wrong because everytime i changed i added amount. Also their reason why i couldn't refund i got a discount. If you could see the amount from their store to other store was too overprice yet i paid morethan the value of the diamond. I never got discount because in other store 1 carat is just 3,000 but in their store .80 carat was 3,300 the price was too much

  the reasons i did not come back because i would just get same thing, i would get less value to the price i paid. I complained to the main office and asked to talk to the owner that he might understand me but they did not give me a chance yet they sent back my complain to the manager of the crescent. All they wanted was to change, all i wanted was to make refund because i believed the price i paid was not equal to the value i got. I was not really satisfied. I got less but i paid more, who would be happy and get satisfied with this. Actually i bought 2 items in their store but only this one i wanted to make a refund. The other item was fine to me because it was only 100cad but the diamond was big amount and i think i need to get equal value.

  They said 30 days was already done, they never made a quick response to my complaint, the manager was in vacation, who would answer the complain. 

  The manager gave me a chance to change it again, all i want is to make a refund because i believe i will not get same value to the amount i paid. 

  Attched here is the price from other store

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