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:10/04/2022

  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.

  Grayson Jeweler was paid to create custom jewelry for me and damaged my diamond and never disclosed the damage and is refusing to refund the cost and value of the damaged goods. The custom work was completely faulty and of poor quality.On Friday, January 21, 2022, I took in my jewelry for custom work design (x3 14K WG bands #****** using my diamonds from diamonds hoops. The earrings were to be custom fit into three 10 prong set round brilliant cut diamonds measuring 3.10-3.05mm exact total weight 10. stones-****ct. Color J-K Clarity SI=1 to SI-2 Total weight of Band ****gm and marked as Condition Excellent for all three rings.The work was completed and picked up from Grayson Jewelers located at 2023 Grayson Hwy Ste 109 Grayson, *************. On August 27, 2022, I took my three rings to ************************* Jewelers for consideration of soldering the three rings together and was informed all rings were improperly set. Two of the three rings had five chipped stones (three in one ring and two in the other) and two loose stones in each ring and was informed by ************************* jeweler that the soldering was not advised until all stones were reset into the proper mount to restore the credibility of the settings and adequately place the stones into a larger setting.On Tuesday, August 30, 2022, I called Grayson Jewelers and spoke to *** at 10:59 AM and told *** that my stones were chipped in the custom work performed by the licensed jeweler and wanted him to pay for the damages and restore my diamonds to the state they were in when I brought them in for the custom work, which was excellent condition. *** refused to pay for the damages. I advised him that it was my intention to seek legal action for the damages and total restorations for the work done.Graysons never provided notification that the stones were damaged and provided appraisals indication my jewelry was in excellent condition. The attempt to hide his faulty work demonstrates lat=ck of business ethics.

  Business Response

  Date: 10/06/2022

  This customer came in to ********************** on January 21, 2022 with a pair of diamond hoops and wanted to have the diamonds removed and placed into 3 custom wedding bands, using her diamonds.

  We and our Master Jeweler of 32 years told her at that time, that the way the diamonds were in the hoops, that they could get damaged in removal and that we could replace those damaged diamonds at our cost of $35 per diamond and she told us that it was okay and she didn't want to spend the extra money on replacing any that were chipped and/or damaged from removal. We continued with the custom job and made the 3 diamond bands as requested by the customer. She also requested jewelry appraisals on all 3 bands for replacement for insurance purposes, which we also did per her request. This customer picked up her 3 Custom rings on April 19, 2022.

  As we stated all 3 rings were in excellent condition as they were custom made for her. Although, there were chipped diamonds, none were broken. Customer was completely aware of this fact and was offered as stated above to have them replaced prior to setting the stones and refused replacement. Furthermore, this would not hinder the rings from being soldered together. 

  We would still be more than happy to replace any of the chipped diamonds that we see and tighten any loose diamonds that she may have at no charge to the customer with the ************* diamonds as stated below.

  Diamond grade for Diamonds chipped, will be replaced with exact same clarity (SI1-SI2) and color (J-K).