Reeds Jewelers

The jeweler attempted to re-tip a low prong to tighten my ruby ring. The ruby was shattered during the repair. Reeds sized and fixed a prong on my ruby ring. The jeweler shattered the ruby during the repair. I was not contacted about the problem. I called because it had been months & my ring was not ready. [redacted] apologized and told me he would have the ring sent back to the store for me to pick up. It took me calling & coming by on 4 different occasions & 3 more months to receive my damaged ring. Reeds told me they would replace the ruby. I came in the store to view selections on two different occasions. Both times I was sent lab created rubies or rubies that were not the same value or size that I had in my ring. At this point, I would like the money to replace the stone myself. The ring was valued at $4,000.00. Plus my time & travel to handle this situation that should have never occurred. Desired SettlementI would like the money for the value of the ring. We estimated at 4,000.00 on the receipt approved by myself and by Reeds Jewelers. I am requesting a total of $6,500.00 to pay another jeweler the labor and additional expenses to restore my ring. Business Response Contact Name and Title: [redacted] - SupervisorContact Phone:[redacted]Contact Email:[redacted]@reeds.comWe are very sorry for what has happened to Ms.[redacted]'s Ruby ring. This repair was performed years ago and unfortunately we do not have any documentation left from that time period that would show the details about Mr.[redacted]'s ruby. REEDS will certainly work to replace the damaged ruby for Ms.[redacted], either through our own insurance or through the independent contractor that performed the damaging work. We realize that our store attempted to do this years ago and the results were unsatisfactory, however at that time our upper management and corporate team were not assisting the store in the replacement. At this time, I am requesting that Ms.[redacted] return the damaged ruby to our store, whom will ship it to our corporate offices for matching. If Ms.[redacted] is unwilling to bring it into the store then we will be happy to provide a[redacted] package free of charge to have it shipped in to our corporate office. In addition, any purchasing documents or appraisals done on the ruby ring would be helpful in locating a replacement gemstone. Please provide copies of these documents if they are avaialable Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have spoken to several gemologists and have been advised as to how the stone may have been shattered. The stone is dipped in a solution prior to repairing. It is then that they apply extreme heat in order to re-tip and secure the stone. After the heat is applied, they wait for the stone to cool and then dip once more in the solution. If after the heat is applied, they dip the stone too quickly, it will shatter. I worked with Reeds for more than 18 months to repair the damage that destroyed my ruby ring. The ring was inherited from my grandmother's estate a month before I decided to have them re-tip the loose stone. I will not be returning the ring (by mail or otherwise) to Reeds [redacted], who destroyed a family heirloom. I have attached 3 photos. The first photo is a copy of the repair receipt from the store. The second photo is an estimate for the value of the ruby. The third photo is a picture of the ring with the shattered stone still in place. I have an estimate of $4,900.00 from a reputable jeweler for the approx. value of the stone. The estimate does not include labor or taxes. I am asking for $6,500.00 or we will be filing a formal lawsuit. Final Business Response [redacted], Thank you for providing this information. We are turning this over to our jeweler's insurance carrier in order to resolve with Mr.[redacted]. I have reached out to her and left a message, but have not received a call back at this time. Below is the insurance information for jeweler [redacted]. Agent -[redacted] Company[redacted] I will continue to reach out to her in order to assist this customer in getting a resolution Sincerely, [redacted]