Complaints

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:02/16/2023

  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.

  Purchased ********* emerald **** on November 27th waited several weeks for item to come finally arrived. Was purchased for $3,228.00 plus paid $250 extra for a non ********* stone. Drove 3 hours to store to meet with ***** on selecting another stone. Was not told it was of ******* quality I am very upset as this was the whole point in purchasing a ********* ******** I pointed out that it was a mistake and she claims it wasent. They advertise they only sell ********* quality stones. Took my extra $250 and gave me a ******* stone. Totally unaware she didnt make it aware to me or my wife whom was also there. I am sending the **** back to the shop and am asking for a full return on my money plus my $250 I had paid. I have several emails and photos of different stone. Also the dog isnt stone online says its of ********* quality but the appraisal says nothing on it! I felt cheated out of my hard earned money while I help others who have been affected by hurricane *** as myself and take pride in what I do! I am demanding a full refund back asap plus my $250! Thank you

  

  Business Response

  Date: 03/13/2023

  I would like to provide an update regarding ******'s recent inquiry regarding the origin of the ******* in his ring. ****** initially purchased a ring from us on **** three months ago and subsequently requested an upgrade to the center stone by personally selecting a ******* ******* from our shop. During his visit, I worked closely with him to choose the best stone, and he personally picked the **** carat ******* *******. It was made very clear to ****** that this was not a ********* *******, as I showed him options of both ********* and ******* *******s for comparison.
  Although we are primarily known for our ********* *******s, we sell all three origins of *******s to provide a larger selection for our clients. ****** chose a ******* ******* after seeing many different options of ********* *******s and not finding any that met his expectations. He was fully aware of the origin of the stone he selected, and we provided him with a certificate that clearly stated that it was a ******* *******.
  We take great care to ensure that our clients are fully informed and satisfied with their purchases. During the upgrade process, we made the necessary modifications to the ring to accommodate the new stone, which involved removing the original stone and potentially risking damage to the prongs. We also verbally read out the certificate information to ******, which he took home with him.
  As per our policies and terms of sale, our return time frame has passed, and we cannot accept a refund for the customized ring that ****** requested. Furthermore, we never sell anything to our clients without their knowledge or consent, and we are confused as to why ****** is now questioning the origin of his ******* after being fully informed from the beginning.
  We have attached all relevant photos of our message exchanges and the certificate that ****** received when he picked up the ring. We are more than happy to answer any further questions or concerns that ******************* have.
  Thank you for your understanding and continued support.
  Best regards,*****