Complaints

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• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date:March 18,2025 Amount:$131.35
  The business committed to providing me a professional and accurate appraisal for my ring.The nature of my dispute has to do with the jeweler's appraisal, he told me that my 1.01 carat princess solitaire engagement ring (that I have had appraised every 5 years since 2006) is now considered a .85 Carat and that the size, color and clarity were also less then all my previous appraisals.He said my ring is considered a 0.85 because the setting is high and he is unable to measure the depth of the diamond without taking it out of its setting, he literally stated that "no person could measure the depth and that it was physically impossible for anyone to do so," when I questioned him on what he was saying and asked how others had no problem for that last 20 years.I paid and left a little confused and unsure of what he was saying.
  Note:On the Marsh&Son website, under appraisals it states "High quality jewellery appraisals are detailed,for the piece to be replaced at its "TRUE VALUE",or for a "replacement to be as similar to the original as possible."
  "Carat weight can be determined without needing to take your diamond out of its setting."
  "At the end of your appointment, which typically lasts about an hour, you’re ready to take your appraisal and jewellery home." Also there is no mention of an extra charge for the 1 hour appraisal (I was literally charged 2x the normal fee).I drove directly to another jewellery store,and it took the jeweler 5 sec to measure it.I then asked her to re-appraise my ring and called Marsh & Son to explained to the jeweler what had just happened.I said I want a refund and that I would bring the new appraisal and show him.I did go back,the jeweler was not in but the female Gemologist was,I asked for a refund and was told no.She would not look at the 4 other appraisals that proved inaccuracy.Since,I've got 2 more appraisaIs.I would like my money back,the document they provided was inaccurate and proven so.

  Business Response

  Date: 16/04/2025

  ***** Marsh, our on sight gemologist is a graduate gemologist from the Gemological Institute of America.  In addition he is a Registered Master Valuer with over 40 years of experience.  If you take a look at our appraisal you'll see a photo of the ring. The diamond is set is a head that is closed at the back which makes measuring the depth of the diamond impossible to access, however there are ways to  determine the depth of the diamond.  You'll also see that on our report that fluorescence is listed which lowers the value of the diamond.

  Note that the appraisal from ********* ********* does not give any photos nor does it mention how the depth of the diamond was determined.  There is no photo.  This appraiser also made no mention of fluorescence which an experienced appraiser would never over look.  

  The appraisal done by *** ********** is done by someone who is not certified to do appraisals, as she is not a gemologist but has only taken a few courses with ***.  She is not recognized by insurance companies as holding the certification of a GG (graduate gemologist) therefore her "appraisal" holds no merit.   The appraisal done by ****** ********* is also not recognized.

  Rush appraisals and complex appraisals are priced differently.  

  We stand by our appraisal and will not be offering any refund.  

   

   

   

  Customer Answer

  Date: 16/04/2025

  In response to Marsh & Son:

  1.To quote there own website: Under their appraisal heading "For diamonds in engagement rings, earrings, necklaces, and any other piece of jewellery, the appraisal will include color, clarity, cut and carat weight. Color, clarity and cut are graded on standardized scales as outlined by the ***. Carat weight can be determined by our Graduated Gemologists without needing to take your diamond out of its setting."

  2.I've since gotten an appraisal from ********* *********, from ****** ** ****** who is a Registered Gemologist which is attached. The photo of the ring is separate from the appraisal, but not on it. 

  3.Not one of my previous appraisals going back to 2006 have documented the Flourescence of my stone, and well that's great that its included in your appraisal, it's not mandatory or out of necessity.  Also if you were as great a Gemologist as you say you are you would also note, that your measurement of light blue actually increases the value of stones in the I-M color grade, which you graded at an I2 (+0-+2%), and decreases the value in stones color graded D-H(-2- -15%). See link: ************************************************************************************************

  4. You couldn't measure the depth of the stone but at least 6 other jewelers have been able to past and present to the mm?

  5.Included is a copy of my insurance policy *****, which I brought to show you that day, that in fact proves my ******** Jewellers appraisal has been accepted by my insurance company since 2010, until present day. ***** ****** who did the appraisals was registered with the Canadian Jewellers Association until he retired within the last 2 years, that's why I came to your establishment because he is no longer working. You literally refused to look or even accept that FACT.  *** gemologist are not the only Insurance Accepted Appraisals accepted!

   

  Business Response

  Date: 17/04/2025

  We don't feel there is any further need to respond to this complaint.  There are too many errors

  to try and correct in her accusations.  Mr. ***** Marsh is not only a GG from the Gemological

  Institute of America, he also is a Register Master Valuer with 40 years of experience.