Diamond Traces

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [ I would like to reject the business' response on the basis that the return policy was not told to me until the day that I decided to return it As I mentioned previously in he complaint I would be able to provide copies of all of the emails and documents sent to me by Diamond Traces that have no mention of the day return policy I did not buy the ring through their website but rather contacted them through [redacted] and then completed the purchase by phone and email I was speaking with a man named ***, and do not know who [redacted] is as we have never spoken or communicated For [redacted] to be the one handling this complaint without first hand knowledge seems odd to me She says that I purchased the ring months before I contacted them about the color fading, but as I showed with the emails I included that is not true Yes they offered for me to upgrade my purchase and spend more money with them, but I do not trust them anymore and I feel that the $I already spent should have been more than enough to get a quality product Also after this ordeal began my fiancé found on their website that in their return policy it mentions that defective products will be issued a full refund When I brought this up to them they said that this ring is not defective because they have never seen this before To me that is the definition of defective, if every ring did this it would not be defective it would be normal All I want is my money back so that I can buy a ring for my fiancé from someone that I can meet in person and deal with face to face I will never buy another piece of jewelry from the internet I feel like we will both just keep rejecting the others response and just want a resolution so that I can begin the process of buying another ring for my fiancé If any other documentation is needed please let me know and I will send it to you [redacted]

Hi, The customer purchased a pink color enhanced coated diamond ring from us on September 2013, we told the buyer (after he asked) that the coating is a film on the bottom of the diamond, it requires special care- to not to use chemicals like bleach etc. Any... purchase from our company comes with a 30 day return policy and a life long warranty for the quality of the item. After a couple of months the customer called and complained that the color on the diamond was fading, we asked him to ship it back to us and although he is no longer within the return policy we will take care of this as he has a life time warranty. We re coated the diamond and shipped it back to the customer. After a couple of weeks the customer called and claimed that the coating was fading again. We said to him that we will re coat it for him under the life time warranty, again. At this point his fiance did not want the ring anymore. Instead, the customer wanted a refund. We have explained to him that he is no longer within the return policy time period. However, we offered the customer these following options: 1. Re coat the diamond (as nothing is wrong with the diamond). 2. We offered to upgrade or exchange the ring. 3. We can issue a store credit and the customer can use it for any purchase in any time. We have been more than fair in this case and we would like to continue to be so. Thanks, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As you can see from the dates that I have included it was not a couple of months The purchase was initiated in September but not completed until the end of October with the ring being received after oct ** It was a few days past one month after I received the ring that I initially complained about the fading color I have emails documenting the dates of purchase, contact and what was said If you would have read the email exchanges that I included copied and pasted directly from the original emails you will see that I documented everything that happened I also have attached timestamped pictures that show the original color of the ring and then the faded color days later After my initial complaint I was told to take my time to decide still never having been told about the return policy!!!!! I have my paypal invoices and my bill of sale from diamond traces that has no mention of a day return policy It was not until I decided that I wanted the refund that they mentioned the return policy No chemicals have ever touched this ring The fading, both times has happened within days of wearing the ring And both times I contacted diamond traces immediately upon noticing the color change Diamond traces even told me that they had never seen this before which is the definition of defective They have coated this ring twice and twice the color has faded I do not want to continue sending this ring back every two weeks to be recoated Yes they offered me an upgrade but also asked for more money I just want my refund so that I may buy my fiancé a ring that is not defective
Sincerely,
*** ***

Hi,
The customer admit that he contacted us on the website and saw our listings on ***This are the places that we have listed our return policy
We do not have any obligation to add to an email document our return policy.......this will be only on the website and ***
As far as ***...I have asked her to answer and respond tp this matter as I was out of the office ( I instructed her via phone)this day
W understand the customer and we went to the extra mile but we stand on our ground that we did not do anything wrong , the opposite is right as I had spoken many times with the customer, We rezised the ring with no cost....and more...the customer knows it
However we stay behind our return policy and will not bend over because the finance dosnt like the ring now
we are willing to be responsible and we have thousands of happy customers
Thanks ald let us know hat to do
Thanks
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[ 
I would like to reject the business' response on the basis that the return policy was not told to me until the day that I decided to return it.  As I mentioned previously in he complaint I would be able to provide copies of all of the emails and documents sent to me by Diamond Traces that have no mention of the 30 day return policy.  I did not buy the ring through their website but rather contacted them through [redacted] and then completed the purchase by phone and email.  I was speaking with a man named [redacted], and do not know who [redacted] is as we have never spoken or communicated.  For [redacted] to be the one handling this complaint without first hand knowledge seems odd to me.  She says that I purchased the ring months before I contacted them about the color fading, but as I showed with the emails I included that is not true.  Yes they offered for me to upgrade my purchase and spend more money with them, but I do not trust them anymore and I feel that the $1300 I already spent should have been more than enough to get a quality product.  Also after this ordeal began my fiancé found on their website that in their return policy it mentions that defective products will be issued a full refund.  When I brought this up to them they said that this ring is not defective because they have never seen this before.  To me that is the definition of defective, if every ring did this it would not be defective it would be normal.  All I want is my money back so that I can buy a ring for my fiancé from someone that I can meet in person and deal with face to face.  I will never buy another piece of jewelry from the internet.  I feel like we will both just keep rejecting the others response and just want a resolution so that I can begin the process of buying another ring for my fiancé.  If any other documentation is needed please let me know and I will send it to you.
[redacted]

Hi,
 
The customer purchased a pink color enhanced coated diamond ring from us on September 2013, we told the buyer (after he asked) that the coating is a film on the bottom of the diamond, it requires special care- to not to use chemicals like bleach etc.
Any...

purchase from our company comes with a 30 day return policy and a life long warranty for the quality of the item.
After a couple of months the customer called and complained that the color on the diamond was fading, we asked him to ship it back to us and although he is no longer within the return policy we will take care of this as he has a life time warranty. We re coated the diamond and shipped it back to the customer. After a couple of weeks the customer called and claimed that the coating was fading again. We said to him that we will re coat it for him under the life time warranty, again. At this point his fiance did not want the ring anymore. Instead, the customer wanted a refund. We have explained to him that he is no longer within the return policy time period.
However, we offered the customer these following options:
 
1. Re coat the diamond (as nothing is wrong with the diamond).
2. We offered to upgrade or exchange the ring.
3. We can issue a store credit and the customer can use it for any purchase in any time.
 
We have been more than fair in this case and we would like to continue to be so.
 
Thanks,
 
[redacted]

Review: I initiated the purchase of a pink diamond engagement ring, which was an enhanced diamond on September **,2013. I initially contacted diamond traces through [redacted] on September **,2013. I asked about credit and was told that if I purchased through them directly and paid with paypal I would be able to do a layaway deal. I made the first half payment immediately on September **, 2013 and the second half October **,2013. After receiving the ring I looked at it and thought it was beautiful and put it in a drawer until the right time to propose. The right time was November **, 2013 at which time the ring still looked perfect and my new fiancé and I were both excited and happy. Two or three days later we noticed the color was fading on the diamond from a vibrant pink to more of an orange. On November **,2013 I called and left a message that the ring was fading and then followed up with this email on November **,2013 "I called yesterday about the diamond fading from pink to more of an orange. I just gave it to her Monday morning Nov ** and we noticed it on Wednesday. We would like to send it back to get looked at and recoated or whatever the next step would be. What if the coating fades this quickly again? Im just worried now that the color wont last and of course my fiancee is upset about this whole thing. She just received the ring and wants to wear it and show it off. The vibrance of the original color was amazing and both of us were extremely happy and excited. How long is the coating supposed to last? Would you take it as a return? Or exchange for a white diamond that is larger if the coating fades again? Is this common? Thank you for all your help but please let me know what to do about this. We will send it back next week UPS. How do you want me to package it? How do you want me to label it?" The response I received was

"Hi,

Sure 100%, just add a note with you info inside...

;-)".

That was all the response I received to my long email that was filled with questions, so I called and was told that I could return the ring or they could recoat it and send it back, but take my time to decide. Since it was right around the holidays and my and my fiances birthdays we probably took a little longer to decide than we should have but she was excited about being engaged and wanted to wear the ring over the holidays. On January **, 2014 I emailed

"I am sorry it has taken me so long to decide what to do with the ring but we have decided we would like a refund. I will ship it back to you via UPS, what address should I ship to and will I receive a full refund? Again I do appreciate all of your help. My fiancé and I are just really disappointed that the color faded so quickly and are not convinced that recoating the ring would solve that problem. I think we will be looking for a natural pink diamond if you have any please let me know how much they cost. I will include a note in the package with my info and also return all of the documentation that you sent to me. " to which I received this response, "You had a 30 day return policy...so I dont think you are within the policy....however you have a life long warranty for the quality of the item. And you have our upgrade policy as well.

Thanks and let me know what to do?"

This is the first time I heard about this return policy. None of the paperwork I received said anything about a 30 day return policy nor did my paypal invoice or any of the emails and phone calls exchanged with Diamond Traces. Honestly I would have waited to buy the ring if I knew about the return policy as I knew I would be waiting to propose. At this point I had sent the ring back and they recoated it and sent it back to me. I received the ring February *,2014. My fiancé wore it for two days before the color faded again. I emailed on February **,2014 "I just got the ring back from you a week ago and the color is gone again. I am going to send it back for a refund tomorrow Wednesday Feb **. I do not care that it has a lifetime guarantee if I have to send it back every other week. My fiance is not doing anything out of the ordinary, just wearing the ring as normal." The response to this was "I never saw this before....however you are outside the refund policy, If you like we will replace it with a Yellow or blue diamond that the color is permanent (irradiation), or a white diamond.

Send it back and let me know"

To me that means that the product is defective. In the meantime my fiancé found on Diamond Traces website in their return policy "if there is a materially inaccurate listing or you received an incorrect or DEFECTIVE ITEM, a refund will be issued for the whole purchase amount." When I mentioned this line from their website this is the response I received, "First there is no defective and no inaccurate listing, we do not monitor what your lady is doing.....you can take bleach and put on it and I will not know....if you would be the first customer...I understand ...we sold many of this coated diamonds.....I do not see any reason for a refund but we will give you all the right options that we have.

Please let me know what we can work out as a refund is not on the table.

I can work with you positively, I can give you a GIA 0.50 carat J/SI2 with the ring for another $950, re coat it,store credit, or you can buy anyth". I was told that this ring is not defective even though this had never been seen and was offered to use the money that I sent them to purchase another product from them. The diamonds they were offering as a replacement were of lesser quality but they were asking for more money. I no longer trust this business as I feel that I have been deceived and cheated. When I first spoke with diamond traces the gentleman seemed very kind and honest but this experience has left me with a sour taste. In one email I even begged for a refund, "Please just give me a refund so that my fiance and I can enjoy our engagement. This has already happened twice. We were both very happy and excited about the ring when I first presented it to her but now it is becoming a point of misery when we discuss the ring. I understand you have not seen this before and that is why I feel you can make an exception to your return policy. My fiance does not use bleach or any other chemicals while wearing the ring and does not use bleach at all. I would like to be able to take that money and try to find a ring to make us both happy. Unfortunately this experience has soured our trust of the internet to buy a ring."

I have tried talking diamond traces into making an exception and giving me a refund but they refuse. After this experience I do not want any of their products because I cannot be sure of the quality. It is an unfortunate experience as I thought they were going to be a great place to purchase from and hoped to use them for many future purchases.Desired Settlement: I just want my money back so that I can buy my fiancé an engagement ring from someone that I can trust. I lost faith in this company because I feel they have sold me a defective product and are absolutely refusing to give me a refund. Instead they are offering me lower quality diamonds for more money.

Business

Response:

Hi,

Review: I purcahsed a diamond engagment ring from [redacted] at Diamond Traces. I didn't prucahse through his website but I got his email from it. I sent a picture of a diamond ring that my gf wanted and he said he could make something close to it. He showed me a wax model of what he came up with and I told him that I needed to add a halo to it. He said he could do it no problem. After that we agreed on a diamond that he recommeded. After that was clear he sent two invoices for 2000 and 9000. In his invoices he noted that it was a special order but had nothing stating that there was no refunds. With my initial deposit of 1k it brought the total price to 12k. Once I received the ring I noticed that the halo was a little crooked. I then took the ring to a gemologist to have it appraised. She told me that the diamond was 4-5 colors worse than the E color he advertised (appraised at J) and that the clarity was also much lower than advertised. The ring turned out to be worse. It was poorly constructed, didn't pass an 18k acid test which meant its lower than 18k gold (I was promised 18k), the smaller diamonds had uneven prongs. After all of this I overnighted the ring back and now he is holding my 12k and only offereing a refund on the diamond for 9k. He says the ring was a special order and that there is no return policy on special orders. I feel like this was explained after the fact and this is borderline fraudualnt.Desired Settlement: I would like a full refund. I returned the ring well within the 14 day time period and felt like the merchant was dishonest with me concerning the quality of his product.

Business

Response:

Hi,