Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 engagement rings & 2 wedding bands on January 3, 2022 for a total of $1850.00 with the promise of lifetime repairs. The first issue was that our letters of authenticity were not mailed by an employee named ****** (or Sunil as he was called later in my talks with the company) I have several text messages and calls from over the 2 years where ***** said he would mail the letters but never did. In September 2022, one diamond came out of my engagement ring. I notified ***** and he said to send it and he would have it fixed right away. I did not hear from him for one month and I had to track him down at the office to get him to send my ring back with repairs. I was not charged and the ring was returned. In October 2023, my wedding band snapped into pieces while I was sitting eating dinner. There was no impact or force placed upon the ring. I messaged ***** and he said that I could ship it and he would take care of it again. I mailed the ring and did not hear back for 2 months. I tried to contact ***** several times to no avail. Finally, I called the office and they notified me that ***** had been fired due to fraud. My ring had been sitting at the office and nobody attempted to contact me. I then talked to the employee named *** and he said the jewelers said the ring could not be repaired. He informed me it would be $400 for a new band. I said I would not pay the $400 so he said he would have it just put back together but it would be noticeable. I said this was fine as I was not comfortable giving the company any more money. He called me the next day to inform me they had to replace the diamonds to repair the ring and I owed them $150. I told him I had never agreed to pay more and that my repairs had always been free. He said he no longer wanted to help me since I would not pay, and I instructed him to send my ring back as it was. I have text messages from our conversation as well. I am taking my rings to have them appraised to see if they are authentic.

  Business response

  02/11/2024

  Dear *****,

  Let me tell you little about this customer when she came in our store to buy the ring yes there was an employee sunil he handled them and after long negotiation they purchase the 2 Rings. But we never offer any Life time warranty but we do free repair for our Rings. Let me explain what has happen to the Ring.

  1. The Customer must have and accident and broke the Ring in 2pcs which she mentioned snapped which is not possible just while sitting and eating dinner its solid 14kt gold Ring with Diamond. Also, she has missing 2 diamonds which we can see that she has a dent, and it was clear case of accident, and she didn't want to admit.

  2. We got her Ring and since we didn't know who was the customer it came in and envelop addressing sunil and he don;'t work here anymore so we kept it in the safe for customer to call and she called ****** latter and explain at that same time we explain her that the Ring is beyond our repair and you need to change the band but she refused and we told her that the Repair is free but the diamonds she needs to pay and she said your employee said its life time free warranty but no jewelry business offers. But she kept arguing, but as reputed jewelers we went ahead and repair her ring for free and send the same back to her. after she received, she didn't even bother to acknowledge and say thank you. Now we are surprised to see the complaint.

  We have attached the proof of repair and sending her the Ring back. If you need any further more clarification please feel free to mail or call us.

  Regards

  *****************************.

   

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