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:02/12/2024

  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.

  Brought existing wedding ring in w stone that came out. After getting home after repair noticed stone was completely different color. Went back was told sometimes he may drop a stone and they just use one they have in a box. I want my stone but won't do anything about that. Have no idea what could have happened to it. They admitted it's 3 shades different. I have a 3 year old appraisal which proves it's. Ot my stone. I won't leave it w them to replace cause I don't trust them now and they won't replace while I wait and I have no idea if it will be a nice stone like I had.

  Business Response

  Date: 02/13/2024

  Good morning, **************** had brought us a ring with (5) stones across the top. (1) stone had fallen out. She had the loose stone and we made a work order that we would reset her loose stone back into her ring. All the prongs on her ring are in good condition and all other stones are secure. We reset her stone as promised and returned her ring. When she complained that the stone did not match. I scrutinized the diamonds in her ring and pointed out that the color grades were not perfectly matched. She stated, she has an appraisal that states the stones are all the same grade. I don't know the history of the ring and have not seen her appraisal. We did not make the ring. We did not appraise the ring. We only set the (1) stone she brought us back into her ring. Therefore the modest charge of just $45. In our discussion I shared that if I had dropped/lost her stone, I would have matched it closely to her existing stone, for the fact that it is not large or costly. *************** is unsatisfied with the situation, so without admitting any responsibility to her unmatched stones, I would replace the (1) stone that distracts her. Evidently this is not acceptable to her, and I think she assumes we "tampered" with other stones in her ring. That did not happen. They are securely set and no extra work was needed. Sincerely, *** beall

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While that is exactly what I was told yesterday I am not comfortable leaving my ring with this store to have a different stone placed.  I have no idea what the quality would be nor would I trust it is the same value mine was.  I want to take it to a jeweler of my choice to have it fixed at their expense.  I am happy to give them the current stone in the ring.  When I was so casually told "well sometimes stones get dropped" and you replace them with what I assume was the many in the little cardboard box just sitting on the counter.  I have had this ring 37 years and the grade of the stone that fell out needs to be met with the quality as the appraisal states.  They very casually take their customers precious jewelry with little regard.  They informed me the color was 3 shades different which my stone definately was not.  I believe it is understandable I will not let them touch my ring again.  How do I know they won't replace the matching stone with a darker one to match that one.  Both men in the store kept saying they didn't need my stone.  Well I want my stone.  I am really upset by this and I am sorry but I won't leave it there again.
  
  Regards,
  
  *********************

  Business Response

  Date: 02/13/2024

  As stated, I have offered to swap the stone in question for a better match. This process (including setting if desired) should take 15-20min. I'll work while *************** ***** if she desires.