Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased jewelry on April 24, 2024 from this shop. . When shopping I told them I wanted earth grown diamonds and to please only show me that. After the purchase I did not receive any paper work or even a receipt of purchase. I went to another local jewelry store to get the ring appraised and that jeweler told me it was a lab grown diamond, not what I wanted. I took the ring back to Kyle Edwards store and they denied telling me it was earth grown and said they would not refund me. I did take this piece to the other local jeweler and she told me that it as only worth $2000. This lady told me that Kyle told someone else he sold to that they were getting earth diamonds and when tested they were lab created. I feel like I was taken advantage of when shopping. And not once did they tell me the sales were final. Also, they never gave me a receipt with my purchase. I would like to have this charge back and then I would drop the jewelry back off at that store and never shop there again. Thanks so much for your help.

  Business response

  05/07/2024

  After receiving notice of complaint from The Better Business Bureau, we carefully reviewed the security footage this customers experience. The Customer arrived at 2:29pm on April 23, 2024 as a first time customer.  She seemed elated while trying on different options and learning about each one.  She was greeted by 3 associates to assist her.  According to the cameral footage, there are at least two different occasions when either Kyle (owner) or a staff person mentioned lab diamonds with each piece that was tried on.  There was not mention of preference by the customer.  We take this very seriously, where some customers prefer one over another.  Every time this happens, we take the opportunity to educate them further on Lab Grown Diamonds vs. Mined Diamonds. There is no evidence of a conversation of asking to only view mined diamonds, nor was she disinterested in the pieces once she found out they were lab created.
  During her shopping experience, the customer had a phone conversation (with we assumed was her) husband where she told us “He said get whatever you want.”  At this time, she choose a beautiful 2.04 carat Round, F/VS2 lab grown diamond set in a 14K White Gold mounting containing diamond accents weighing an additional 0.73 carats.  She also chose a wedding band to compliment, containing 1 carat of lab grown diamonds set in white gold. 
  We are currently in the process of closing this store to move to another location closer to our home.  We have large sale signs all over our building and have done extensive marketing about this sale.
  The customer’s new engagement ring was originally $7450.00, and she received it at a discounted price of $3353.00.  The wedding band was originally $2100.00, and she received it at a discounted price of $945.00.
  The camera footage shows a 3-foot sign directly in front of her at the checkout station that states, “During this sale, no refunds, no returns, no exchanges, all sales are final.” There is another sign on the cash out computer that states “ALL SALES ARE FINAL.” This is also reiterated on the credit card slip the customer signed.   
  The customer was checked out, signed credit card slip, and left the store very happy at 3:36pm.
  At 4:08pm, the customer returned to the store, and was greeted by a sales associate.  The customer asked what our return policy was and the Associate pointed out all of our signs to the customer.  The customer then stated her husband was very upset saying “why did you do that?  I bought you a diamond that was meaningful.”  She understood the signs and left.
  At 4:26pm The customer texted the store “Hi, this is (customer).  I got a diamond ring and band today. Would Kyle be able to email me an appraisal so I can get it insured.  Thanks!”
  We promptly responded “Hi (customer)!  I can mail you either a certificate of value or appraisal for insurance asap!  Thanks”
  The next day, April 25, The customer visited the store 4 times in less than 90 minutes hoping to speak with the owner. She was then greeted by the owner’s wife, Kate who offered a credit to possibly create something custom in the future. The customer stated “I don’t even want to look at it, my husband is so mad.” The customer mentioned the purchase was for her 10 year anniversary but there was a misunderstanding, clarifying her husband wanted to include the original diamond from her original engagement ring. To that end, Kate offered the option to return the jewelry and use the original purchase amount as a credit towards a custom piece which would incorporate your original diamond. The conversation was left that the customer would consider that option, although would prefer a full refund.
  The second time the customer came into the store was to inquire about the appraisal which she was told we were happy to but would take a few days.
   The third time was to ask if the diamonds were lab or mined.  She was again told the diamonds she had purchased were lab created.
   The final time the customer visited the store was to see the owner Kyle. Kyle went over the specs of the jewelry with the customer again and reminded her about the discussion of lab diamonds she had with him the day before.  Kyle stated, “I was very clear these rings were lab grown.”  The customer then agrees with Kyle responding “yeah.”
   The customer states “My husband is really upset and thought I was getting my diamond reset. It was an impulse purchase.  He thought I was getting a band because that is what we talked about.” She then asks “is there anything that could be done?  I wish I has seen the signs on the walls.”  Kyle, then points to the several return policies that are posted throughout the store. Kyle says “I am sorry, no refunds is a store policy.  I am not trying to be a jerk, and you left super happy.”
  The customer stated that “I guess Ill keep it in my jewelry box.  He is very upset.  I guess I should have brought him in, I should have kept my diamond.
  Kyle responded “I guess you were misled when he told you to get whatever you wanted”
  The customer agreed and responded “yeah.”
   Kyle offered a second resolution, which was to put the customers original diamond in a pendant. That way she would still have the new set she purchased, as well as have a pendant to wear everyday with the original diamond in it. 
  
  In regards to the complaint about the appraisal, the customer was given the option during check out for a “certificate of value”, which she declined. We were very clear that the appraisal would take some time given two factors. The first factor is volume of customers were are currently experiencing, which requires all staff members to be on the floor assisting customers. The second factor was the time it takes to get the diamond certification. The request for the cert was sent via email on April 25th, and as of May 7th, we have not yet received it. This is not unusual. To have a comprehensive and accurate appraisal, it is essential to have written proof from a gemologist to determine color, cut and clarity of the main stone. Additionally, the cert gives the serial number of the stone for your protection. We always receive the cert after the sale of the item. As we tried to explain, a proper appraisal should include the cert information.
  This sale does state, “During this sale, no refunds, no returns, no exchanges, all sales are final”, some rules are meant for exceptions. To help remedy the two issues, we can offer the following: First, in regard to the appraisal, we can again offer the customer a certificate of value until the cert comes in, so she can get it properly insured. We can also provide her with an appraisal.
  
  As for the second issue of the jewelry itself, we are unable to accept returns. However, we are more than happy to offer with the return of the ring(s) applying that amount towards a custom ring or she can keep the rings and have a pendant made with the original diamond. And since the customer mentioned mined diamonds, she is welcome to return the pieces and pick out any of our mined diamond settings and center stone of equal value.
  
  

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