Complaints

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• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising 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.

  On 6/1 I took my engagement ring and wedding band to this business to have the engagement ring resized and the rings soldered together. I have been wearing my engagement ring on a daily basis since 12/1 and my wedding band since 2/11 and had no issues with either ring. Following this service I have had two diamonds fall out of my ring on 7/9 and 7/17. I went in on todays date 7/27 asking for this business to replace the stones and repair the ring and they claimed no responsibility for the rings despite the fact that the back of the receipt states that there is a liability for any damage or loss of items shall be limited to the actual cost to repair or replace the itemsWhen I addressed this policy with one of the employees of the shop they denied this policy and stated that it was just something that was printed on the back of the receipts. They have denied any responsibility for the damage to my ring despite the fact that one of the diamonds that fell out is directly touching one of the soldered areas.

  Business Response

  Date: 08/18/2023

  This customer come into our store for ring sizing on her wedding set, This wedding set was purchased from an online vendor, such as etsy or some sort. I explain how light weight her mounting is, how her diamonds will continue to fall out. The stones falling-out and the rings not having any prongs or much of a mounting is not a sizing issue, it is an mounting issue, or weight issue. I did not sell this ring to this customer nor would I EVER show them a ring such as this. IF this was my ring, I surely would replace stones for free. But for a sizing we cannot be responsible for this issue. When rings are in our possession, stones can fall out in our vibrating ultrasonic, and we cover that. Her ring did not have that issue here in our store, so it was fine when she left. I feel for this customer but sizing a ring does not or is not an issue in this, her issue is the mounting which will always be a problem. I tell every customer this, you get what you pay for. I told them to contact the company they got this set at and go over stones, mounting, weight etc. AND they refused. I cannot give a free replacement ring to some customer that I never sold a ring to. If they contact the company they more then likely will see this mounting they have the style, I bet has issues all the time. IT IS LIGHTWEIGHT and cannot hold her diamonds in the ring, no prongs whatsoever. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20380082
  
  I am rejecting this response because: it was the same response given when I brought up the issue in store. It does not satisfy the actual issue nor does it address the warranty and receipt that I was given by the business that claims my ring would be fixed. The diamonds fell out of my ring as a result of the solder completed by this business, not an issue with the prongs. I am confident of that statement because the two diamonds that fell out are where the rings had been soldered together by this business. Additionally because I wore my ring for 6 months of daily wear and the diamonds did not fall out until after the service was completed by this business. What I am requesting is that the business refund my original payment for the service as well as cover the cost of the two diamonds that have fallen out of my ring. I will be contacting another jewelry store to complete the actual repairs.
  
  Sincerely,
  
  ********************

  Business Response

  Date: 08/27/2023

  We resized a ring, a very light weight ring, they had purchased online somewhere. When the customer left our store, nothing was wrong with ring, and she got to finally wear it. A week or two later customer came in with a stones or two out, I explained contact the place you purchased the ring at, bc it is not from sizing, i explained how no prongs was visible, and it was alight weight mounting, i even explained how I WOULD never sell this to any of my customers for it would remain problems. I see this on the daily in our shop, some sites like Esty or other vendors try to cut cost and go the light weight no prongs, only one prong holding in stones, and ,most places offer an warranty or replacement. Example if i bought tires from a cheaper place and had ********* put them on, one blew out, how is it ********* fault? it is not. they just touched my tire, like we touched her ring and had it sized. Our jeweler has been doing ring sizing and jewelry repair for over 39 years, and this is the one thing he says to me, once you touch someone's merchandise, you own it for life, they think because you cleaned it and a day or two later it breaks, it was my cleaners fault or bc i touched it. THATS Not how the world works. I am sorry they purchased THIS WITHOUT KNOWING, BUT one I WOULD BE MAD AT IS THE VENDOR THAT SOLD IT.