Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ex husband bought a ring from them in either 2011 or 2012. He got a lifetime warranty on the ring. When I first started wearing the ring the stone fell out multiple times. Come to find out they sold him a cracked ring and that's why the stone kept falling out. The last time that I took the ring up there they were supposed to call when it got fixed. A week or 2 passes and I never got a phone call and neither did my ex. I went up there and been had the ring up there for a few days. I said why didn't you call and they were like we did. I called my husband and had him on speaker and he told them they never called him. So then I asked what number they called. Turns out it was my phone number they said they were calling. I said I never once received a phone call from them. After that I quit taking my ring there. Well recently my stone fell out again. I was just abled to get up there. They are now saying that I was supposed to take my ring up there every 6 months or the warranty doesn't work. My ex husband was never told that. They told him it was a lifetime warranty to fix the ring and to clean it. Nothing about going every 6 months. They are back to saying that they had been calling us to get the ring cleaned. They never called us since I went and picked the ring up last in 2015.

  Business response

  08/21/2024

   

  ************** did come to the store to have some repair work done on her jewelry.  She told us that her ex purchased this for her years ago with a warranty and her center stone is missing.  When we looked up to find the purchase and warranty information.  ************** did not have any paperwork to provide to us.  We explained to ************** that the warranty required the item to be inspected every 6 months (we document it on the warranty paperwork that the customer keeps) and that this item had not been inspected to keep the warranty valid.  Even with her yelling and cussing at the staff we offered 2x to take the ring in and she refused.  We told her we could get an estimate to have it replaced and see what we could do to help her out with the cost.  

  We also explained to ************** that we contact the person who purchases the item to remind them of the 6 month inspections and it was explained to the customer when they purchased the item.  She was not in our system to contact but it very well explained in the warranty paperwork what is expected to keep the warranty valid.  The paper work also has an area where a staff member must sign off on showing the date of the inspection and who inspected at that time.

  Again we are happy to send the item to our Jeweler to get an estimate to have this repaired and we will work on the price for her.  She would not listen to us and continued to yell and cuss the staff through the store and into the parking lot.

  Should you have any questions please feel free to reach back out to us and we will do everything we can to help you.  

  *********************

  ******** & ********* Diamonds

  District Manager

   

  Customer response

  08/21/2024

   
  I am rejecting this response because:
  They did not ever try to call my ex.  Thwn I gave them my number so they could call me.  They never did.  They did offer to get an estimate with the ring but never offered to help with the cost.  I told them as soon as I walked in I had recently moved and couldn't find the paperwork.  I only cussed after they lied about trying to contact my ex or I.  They have been nothing but trouble when having anything done with my jewelry.  I quit taking my ring back after we never received they got a call that they got it back from being repaired.

  Business response

  08/23/2024

   

   

  Our Warranties that we sell with our Jewelry all have and do require 6 month inspection.  The reason we ask for the inspections is to check item for normal wear and tear.  This allows us to prevent stones from falling out.  

  We have attached our **************** Diamond and Gemstone Warranty.  As ************** stated she lost her paperwork during a move and did not return to our store after having work done in 2015.  In order for the work to have be completed in 2015 the item would have had to be inspected from 2011/2012 to 2015 for the work to be done under the terms of the Warranty.  

  Yes we do make effort to contact each customer and update phone numbers when things have changed. As technology has grown in the retail business our tracking and communication has improved with emails and phone calls.  Since this purchased before that time everything has been done by hand.  Our records (hand records) do show that the original person who purchased the item has and still is on the call list.  Even without a phone call ************** as she stated had the Warranty in her position before being lost and should have been able to read the terms and conditions of the Warranty.  

  As we stated before we are still willing to send out to the Jewelry to get an Estimate and to do what we can to help with the cost.  

  Customer response

  08/30/2024

   
  I am rejecting this response because:
  They sold us a broken ring in the first place.  I told her the stone fell out 2 weeks after I received the ring as a Christmas present.  I looked and there was a crack in it.  I took it up there and they replaced the stone.  About a month later the stone fell out again.  Got it fixed again.  The stone fell out a third time.  I said something needs to be done that the stone shouldn't keep falling out.   That's when the salesperson said they sold him a cracked ring and that they would have to replace the whole thing.  That's when they never called me back to come get it.  I'm not taking a chance on not getting my ring back so after that I quit taking it up there.  I just randomly went up there one day and they were like yeah we have it.  I said why didn't you call for us to pick it up.  So they said they did.  I called my ex and put him on speaker.  He said he never got a call or voicemail from them.  I finally asked what number they called and it was my number.  I said you never called or left a voicemail on my phone.  They kept saying they did.  I said what day did you call that I'll pull it up and they couldn't even give me a date.  We've had nothing but issues from them.  

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