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Complaint Details

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Initial Complaint
01/02/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 5, 2024, my now ***** bought my engagement ring at Milano Diamond Gallery in *******, ******. We later got engaged and in November, I brought the ring for an appraisal, at the urging of family members who said it needs to be insured. He paid $3000 for the ring, which he was led to believe was a little more than 2.5 carats. It was only after we got home that I saw the proper paperwork was never given to him. All he had was a receipt with the amount and small description of the ring. There was no description of color and clarity and the diamond is not certified. A proper diamond shop has an obligation to provide proof of value, but it did not. I did not know this until we arrived home in ********. The appraisal does not match what was purchased and the size of the stone is half of what he was told, only 1.3 carats and not at all worth $3000. It was appraised at $1200, so I am unable to insure for the price on the receipt. The jeweler has offered to speak to Milano and/or the credit card company, and is fully ready to back up his appraisal, but nobody has contacted him, even after requesting several times that they verify the info with him. I am attaching receipts, appraisal and correspondence with Milano, who has not offered restitution at all. I was told they are sorry and will share feedback with their team. Even ***** **** has not been helpful. My fianc was defrauded by Milano and would like a refund of $1800 to bring it down to the appraised value. I cannot insure without it.
Business response
01/09/2025
Dear *******,
I am sorry for the issues you are facing and I would like to help resolve it. Please reach out to my office at ************ and I will help you find a resolution.
Best,
****
Customer response
01/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thank you for providing me with another phone number so that I can speak to a person, instead of getting nowhere with email. However, **** was not available today, so I was only able to leave a message and hope that she returns my call soon. I just wanted to respond to your message so the matter is not closed out yet. I would like the opportunity to speak with **** before giving a favorable reply.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
01/13/2025
Hi *******,
I am sorry I missed your call. I was out of the office due to health reasons. However, I believe you spoke to my manager, and she tried to assist you with a favorable solution. Please let me know if that did not happen and I can try to call you sometime today.
Best,
****
Customer response
01/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
******* ******** ******** *** ***** ***** *** ** **** ** **** *** ********** ******** ******* ********************************************************************************* *****************************************************************************************
ID #********.

Here is my outcome: "the business addressed the issues within the complaint, but the consumer remains dissatisfied." I can withdraw the complaint, BUT I will say that I am not 100% satisfied by the business's practices.

This whole process began in very early November and I was brushed off by Milano's customer service, who offered no restitution. It was only when I filed this complaint that someone agreed to speak with me. I am only five weeks away from my wedding and this has become a pressing matter. Someone named **** replied to the complaint and said she would be happy to help remedy the situation. I left a message for her, but we never got to speak. I ended up talking to *****, and after much arguing over the phone, we set up a time to meet on Monday, January 13, as I needed to bring her the ring quickly.

I wanted a refund of the difference between their receipt and the appraisal, which came to $1800. I was told she can only offer $600. That was not acceptable after being misled by the salesperson in the shop. I was told it was a "typo." What? A typo? No no no.. Not acceptable. It turns out that it wasn't the salesperson, but the back office who put the wrong description tag on the ring. Any good salesperson worth her salt would see the error straight away and know that the wrong item was being sold. Nobody ever told us that and no certification paper was offered with purchase. Any legitimate diamond shop will provide documentation without asking for it. I feel like my fiance was blamed for not asking for the paperwork, but this was his very first diamond purchase and he didn't know what to look for.

Sneha offered to replace the diamond, which I did not want to do. She then offered to replace the setting or offer a refund, but she still only offered $600. After much arguing again, and not being presented with a suitable replacement, I was able to talk her into $800 refunded to the original credit card, which I don't see as unreasonable. I really want to hand back the ring and get the entire sale refunded, but then I was told that all sales are final. I wish I knew all of this when I was in the shop.

That being said, the complaint has been resolved, though not 100% favorably.

Sincerely,

******* ********
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Tanzanite bracelet whilst on holiday in ******** for $199. The bracelet lost a stone within a month of having it. A local jeweller in the ** told me that the stones should not have been set in silver - that its too soft a metal to hold the stones and that I would almost certainly lose more stones.I have tried to resolve this matter with the company with many emails being exchanged between us. They originally offered to repair the bracelet, at a cost to myself, which I did not think was fair as the bracelet should not have become damaged within such a short time.I thought we had come to an agreement. I said that I would purchase a new bracelet from them and then return the old one to them for a full refund, which I thought was the most fair way to sort out the problem. I did not trust that they would not repair the original bracelet then send it back to me so thought this was the best way to ensure they did not do this, something which concerned me as the UK jeweller told me that they had more than likely already been other damage caused. However, when it came down to finalising our agreement they then changed things and said they would only refund 80% of the damaged item, as well as charging me for taxes and shipping on a new bracelet, and me having to pay shipping for the return of the damaged bracelet. This was despite originally agreeing that I would pay exactly what I paid for the first bracelet, and that I would not be left out of pocket at all for purchasing a product from them which had lost a stone within a month of its purchase.
Business response
08/09/2024
Hi,
I am sorry to hear about your concern. It is not our company policy to charge anything to replace a product. Please reach out to us at ********************************* and I will be happy to assist you with this issue. You can also call us at ************ and ask for ********** and we can take care of this situation. Please include any purchase or invoice details.
Best,
**********
Customer response
08/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Good evening,

Apologies, I missed the email from you with regard to the replacement bracelet as it went to my junk mail, so am only now responding.
To clarify, is the company now saying that it will replace the item without charge to myself?

Regards,
**** *******

Sent from my iPhone

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** *******

Business response
08/21/2024
Hi ****,
To confirm, yes, we will exchange your bracelet. However, please note that you will be responsible for shipping the bracelet back to us and any customs or duties required by your country. We will pay for return shipping to you.
Best,
**** *.
Initial Complaint
11/16/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
08/06/2023 - ring purchased at Milano Diamond Gallery in *********, ****** for $11,000.Told we were buying a solid 14K yellow gold setting with platinum prongs for the center stone, a **** radiant cut lab grown diamond with **** ct side baguette diamonds. On 11/03/2023 & 11/06/2023- found out that the ring is 14K white gold with yellow gold plating with the same type of metal prongs for the center stone, the center stone is as promised, the side baguettes were appraised at **** ct. Also, the ring was appraised at $7,595, $3,405 less than purchase price. The business has stated they would replace the setting. However, concrete details have not been set and we have continued to go back in forth on how this will take place. They refused to accept the difference in appraisal price and purchase price; but have not given a solution to this. On their terms of service under "evaluation policy" it states a refund may be issued in the rare event on a discrepancy in appraisal and purchase price. They want the appraisal done by and independent gem appraiser, but would not name a business to do this. I was unable to find this type of business in the entire ****************** as *** and IGI are located on the east/west coast and foreign cities. No solution has been found or attempted for the multiple thousand dollar difference. The entire summary in detail is written out on the "Milano Diamond Gallery Dispute Summary BBB" attachment. This is a quick summary; the full conversation is also attached below with dates of the email. "Milano" represents their customer service rep ****** and "*****" is my fiance who has been emailing back and forth with them.
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****
Initial Complaint
05/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of Transaction: 05/04/2023 Full Purchasing Price: $2,200.00 Consumer Name: ****************************** Company: Milano Diamond Gallery LLC.Date of 1st Contact for Resolution: 5/20/2023 We purchased a 1ct Diamond Tennis Bracelet on 5/4/2023. On 5/20/2023 it randomly (non-contact) broke off my arm as I was walking in my house. I have reason to believe it was defective and faulty as it broke after only 5 days of "wear" and 16 days post-purchase. After much discussion with Milano Diamond Gallery through their digital contact channels, I was met with much resistance, refusal of refund/return and no attempt to resolve.
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****
Initial Complaint
04/18/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The facts follow:1.On 03/29/2023, during a Royal Caribbean cruise, at approximately 3:00-3:30 PM local time, my husband and I visited the Milano Diamond Gallery (MDG) jewelry store located at ***************************************** SXM 23 (from receipt #*********).2.During the store visit, a sales representative (56, ***) showed me a particular gold ring. He stated the ring was 14 carat gold with a large topaz gemstone of purple, red, and green hue.3.We agreed to buy the new ring for the purchase price of $679. We also decided to buy a Glow of the ********* Island Palm Pendant (# *************) with accompanying certification.4.*** provided the pendant certification but then took the gold ring from me saying, Wait, let me get a nice box for you. He returned shortly, opened the small black box to show it contained a ring, and then quickly snapped the box shut and placed it into the Milano purchase bag with the other items. He also placed what he said was the purchase receipt already folded directly into the bag. He then smiled saying, Thank you for your purchase!5.When back onboard the ship, my husband placed the ring and other purchased items in our stateroom safe.6.After our return home, I tried the ring on again and noticed it didnt fit the way I remembered. Upon closer inspection of the ring, it appeared similar to, but is not the same, original new ring I agreed to buy. The ring is Not New. The ring is shoddily made and shows several signs of use, wear, and repair. Ostensibly, *** had switched rings.8.Bait and Switch is illegal. Milano Diamond Gallery cheated me and I file this complaint to seek resolution and to warn others about this unscrupulous, scamming, and disturbing event.9.Remedy is full refund of the $679 purchase price without any fees, surcharges or other subtractions from the purchase price.10.I have registered this dispute with my credit card company who will contact MDG.Please let ** know the results of this complaint.
Customer response
05/13/2023
At this time, I have been contacted directly by Milano Diamond Gallery LLC regarding complaint ID ********, however my complaint has NOT been resolved because:
A Milano Diamond Gallery (MDG) representative, ***, contacted me via email asking about my reason for the refund. My reply email of April 24,2023, included reason,resolution, and supporting photos. I have not receive a response from the company to resolve this situation.
Sincerely,
*************************
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****
Customer response
01/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I consider the complaints resolution to be permanent and expect that there will be no additional contact or communication by phone, email, mail, text, or any other form of contact or communication from Milano Diamond Gallery or their representatives concerning this matter.

Sincerely,

*************************
Initial Complaint
01/18/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchase a floating diamond ring and necklace combo from Milano in *********** on 3/8/22. The floating diamond became dislodged from the ring in August at which time I contacted ********************************* on 10/28 including a copy of the receipt as well as the original warranty. I received a response the same day from Sneha confirming that it was covered under warranty and was advised to ship the ring to Milano ********************** for repair. I have attempted to call with no answer/voicemail full and have sent 4 follow up emails for status to no resolve, 1 being today.
Customer response
03/08/2023
Better Business Bureau:

At this time, my complaint, ID ******** regarding Milano Diamond Gallery LLC has been resolved.

Sincerely,

***************************
Initial Complaint
11/09/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a warranty for a set, earrings, necklace and ring. After a period of time the diamond fell out of the ring. I contacted the company and was told it doesn't happen and that it had to be the result of damage. There was never an incident of damage. They refused to cover the repair. I was told I needed to pay for shipping and then they would assess the item. This was after weeks of emails. They are not accessible on the phone and when they do answer they do not answer with the name of any company. They told me the cost would be $550. To this day no one has shared how they decided on that amount or provided proof in the warranty to explain this lack of coverage. The item was repaired and sent back. It did not require a signature and so I'm thankful it was not stolen from my porch. In addition, when I asked that they resize the ring I was told it would be $50, and again it is not covered in the warranty. When I asked for a copy of this warranty they asked which store it was purchased because each store is different. I have no copy of this warranty, no detailed info on how they arrived at $550, and I'm upset. I tried to follow up with the store, a corporate number, anything else. All numbers go to this same person. All emails go to this same person. **************** and warranty procedures are lacking and lean towards their agenda. Do not purchase items from this establishment. Buy local. I have been dealing with this issue since the summer time and just now got my items back. There is no recourse for customers. I do not want to speak to *****. I want to speak to someone in charge that represents the stores and warranty experiences and not the person in charge of repairs. They need to know about this practice. My ticket number is ****
Customer response
12/04/2022
Better Business Bureau:

At this time, I have not been contacted by Milano Diamond Gallery LLC regarding complaint ID ********.

Sincerely,

*******************************
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****
Initial Complaint
10/21/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a stainless steel bracelet and the clasp got loose and they are trying to charge me for a new one. Plus shipping. I have another one with the same issue and they won't cover shipping costs
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****
Initial Complaint
09/28/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Floating Diamond ring bought in March 2022 in ******, *******, from Milano jewelry. The Diamond became dislodged. I was able to get this fixed on the following cruise to ****** in April. However, the ring has messed up again. When I went into Milano Jewelry, *******, ****** to possibly return it and get another item with equal value, the seller only wanted to buy another floating Diamond ring which would have cost me an additional $1600.00. I would like to return the ring and get an item of equal value since they seems to be a defect or the repair was not done correctly.
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****
Initial Complaint
08/30/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a bracelet for ***** they charge me on my card ***** that to much that on to much I need a refund on my card
Business response
01/24/2024
I believe this complaint has been resolved. Please reach out to ********************************* for any further requests.
Best,
****

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