Complaints

This profile includes complaints for Fame Diamonds Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fame Diamonds Inc.

  942 Park Royal S Park Royal Mall West Vancouver, BC V7T 1A1

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  Fame Diamonds Inc.

  38 935 Marine Dr North Vancouver, BC V7P 1S3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2023

  Type:Product 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.

  I am writing to dispute the decision not to issue a refund for the pearl necklace I purchased from Arctic Fame Diamonds on February 15th, 2023 and requested for two days in a row on the 16th and 17th, right after I found out the actual quality of the pearls. The store policy regarding refunds was not properly disclosed at the time of purchase, and the price of the necklace was inflated and not representative of its true value.
  As they are aware, I purchased the necklace for a price of $1075+tax after a 50% of discount from $2150. However, after having the necklace appraised by an independent appraiser, I was informed that the true value of the necklace is maximum which is an insurance value of $1470, which is significantly lower than the price on the Certificate of Authenticity. This suggests that the price I paid was inflated, and that the advertised discount of 50% was different from the actual value of the necklace.
  The appraiser wanted to add a few comments that several Akoya pearls’ cores were seen due to the thin layer of the core and too many blemishes.
  Furthermore, the store policy regarding refunds was not properly disclosed at the time of purchase. As a consumer, I have the right to be informed of the store's policies before purchasing. In this case, I was not made aware of any restrictions on refunds, nor was I informed that the price of the necklace was inflated.
  Also, the value on the Certificate of Authenticity of the neckless is incorrect.
  Given the circumstances, I believe it is only fair and reasonable that I be reimbursed for the full purchase price of the necklace.

  Business Response

  Date: 30/03/2023

  Dear *****,

   

  I hope you are well.  My name is Thai and am the owner of the Fame Diamonds.  Thank you for the opportunity to address your concern regarding the purchase of the pearl necklace via the BBB, we also trust their reputation as a fair third party resolution mediator.  As an established business in B.C for nearly 30 years, we take and guard our reputation highly.  With over thousands of satisfied customers, with regret we could not earned your business.  

  Regarding your purchase, we have a strict vetting process for Vendors whom we buy from to ensure they are not only trusted but also their quality is of value which we can pass on to our customers.  The Pearl Necklace you bought is Certified to be of Akoya Pearls.  As with all "Natural" gems, there will be variation of quality, type of blemish and location and size of imperfections.  These imperfections are the things that makes "natural earth made" pearls what they are, which were explained and educated to you and your daughter at the time of purchase.    Furthermore, in a jewellery piece such as a Pearl Necklace, there will be bound to be variations of quality among the 40 or so pearls in that necklace.
  

  In regards to the price of the necklace, our Commitment to deliver the best value and service for all our customers have earned us many repeat business and their referrals during our many years in operation; not only in the Pearl category but also across every Major Category including Diamonds, Gold and other Precious Gems.  

  In addition, our Jewellery consultant at the time had also explain that with the "sale" item that you purchased that it would be a final sale, which is also printed on your receipt.  When you brought the item back for refund, our staff tried to explain you the policy, only to be interrupted, yelled at and as a result felt quite threatened during your verbal attack while they were just trying to do their job.  This is all witnessed by other customer while in the store.  There is a more civil way for a resolution to your dissatisfaction and I invite you to email a company's head office directly which I am sure will be answered promptly.

  In any case, perhaps this transaction is best served with a refund as per your request, as in any relationship satisfaction is a two way street.  We shall continue to serve our customers best we can and we wish you can find the right item for enjoyment.

  Please contact ************************** and one of our associate will help you finalize your request.  

  Regards,

  
  Thai

   

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: her lying about mentioning it was a final wale. No one buy things without detail observation about the item when they heard final sale. I was not informed of final sale, but I noticed on the receipt very next day at the store. Regarding ******* was not true. I may raised my voice a bit, but it was because the staff repeated it was their policy not refunding more than 10 times.

  I felt I was *******, so I tried to call a police at that time. Then right before I was leaving, the other staff ******* at me that she lost her customer because of me. I believe it was because what she heard that they wouldn't give a refund without informing me at the time of purchase, but write in very small font on the receipt. They kept insisted that they told me it was not refundable, but I was not heard. It was about she said he said situation. However, if they are so confident about the quality of their product, why wouldn't they just refund me and sell to the other satisfied customers? It was within 24 hours when I requested a refund. They are two staffs and I was only myself, so there is no way I could win over their ****.

  
  
  
  
  Sincerely,
  
  
  
  ***** Hyun Yu

  Business Response

  Date: 02/04/2023

  Dear *****, 

   

  In the context of opinions, everyone is entitled to one, including false accusations and defamations to a business.  Its apparent that you are not satisfied and are looking for a resolution, and we obliged in the spirit of customer service and agreed to your request, your rejection to it is rather puzzling.  We have stated our side of the story and have no other position to take on this matter.  I urge you to take the offer which is your original request and settle this matter cordially.

  We are not in the business of "tit for tat, he says she says" allegations, however, should you wish to continue to do that, we can engage our counsel at ******** *** to address your concerns.

  Regards