American Diamond Exchange

Revdex.com, Inc Complaint-case ID # [redacted] Response from American Diamond ExchangeInc As of 6/3/15, our cumulative fees associated with this matter total $ In an effort to resolve this matter immediately without referring to attorneys, we are willing to issue a partial refund in the amount of $and their existing store credit would become void The total remaining store credit issued on slip #dated and signed on 4/13/is for $1, We must also receive a release from the [redacted] ’s stating that this matter has been resolved If the above offer is not accepted, the [redacted] ’s still have the option to use the full amount of the store credit issued to them towards goods or services at American Diamond Exchange, Inc The above offer for a refund in the amount of $will expire on 6/10/15, or if any further time on our part is focused on this matter Sincerely, [redacted] American Diamond Exchange, Inc

Revdex.com, Inc Complaint-case ID # [redacted] Response from American Diamond Exchange, Inc.: The following response has been prepared from factual information evidenced in the business documents and notes that have been compiled pertaining to this matterThere are two employees of American Diamond Exchange (***) that have had the most direct interaction and communications with both Mr [redacted] and his wife [redacted] ; their names are [redacted] and *** During the week prior to this past Christmas 2014, both [redacted] and [redacted] came into [redacted] seeking to discuss designing a ring; [redacted] had two different large diamonds and several rings with additional smaller diamonds that she considered including [redacted] personally spoke to both of themCustom jewelry design has been an in-house specialty service offered by [redacted] for more than years, so after listening to their ideas and requests, [redacted] suggested that they return after Christmas so they could meet with ***, a [redacted] and a custom design expertIt was explained to them that [redacted] had several more custom jobs that had to be finished before Christmas and it would benefit them to return after the holidays so [redacted] could spend what ever time was needed to discuss a new design for them [redacted] and [redacted] were shown many finished jewelry pieces in the showcases that [redacted] had designed and hand madeThey agreed with enthusiasm to return after the holidays and left excited after the initial meeting On Saturday 4/11/15, both [redacted] and [redacted] returned with their items to meet with *** [redacted] met with them both first and then briefed [redacted] on their requests and introduced them both to [redacted] in our [redacted] ShopAfter speaking with [redacted] and [redacted] in the shop, [redacted] took them both out to the showroom to view some different semi-mount optionsAfter getting an idea of [redacted] 's personal taste, they returned to the shop and started a multi-hour design session [redacted] had a few different ideas, and eventually focused on having [redacted] redesign a wedding band insert to include additional segments, and build one of her larger diamonds into the center The entire design was sketched out, all of the elements were decided upon and then priced out [redacted] asked many questions to make sure she fully understood what the final design would look likeAfter spending considerable time on this design, she inquired about perhaps making a simpler, spiral-type bypass ring [redacted] sketched this design out as well, and it was mutually agreed by [redacted] , ***, and [redacted] that this second design was not as nice as the first design and would not provide the desired effect [redacted] really liked the first design, and said he didn't feel [redacted] would be happy with the second design; given his personal experience with custom design and providing custom woodwork for people, she accepted his opinion At NO point during the design consultation did [redacted] say that she didn't like the designAt NO point did [redacted] say she felt pressured into the decisionShe did ask if she was taking too much time to decide, and [redacted] assured her we would take all the time she needed [redacted] made her own decision, which was clearly evidenced by her multiple offerings of thanks to [redacted] for taking so much time with them [redacted] specifically said that, though she sometimes had trouble trusting people, after having seen ***'s work and dealing with her for two hours in the design process, she trusted [redacted] in the fullest, and was confident in her abilities [redacted] states that her card was charged for the deposit, but it was in fact her husband's credit cardThis means, for [redacted] 's complaint to be true, [redacted] would have had to coerce both [redacted] and ***This is patently untrue, as [redacted] repeatedly stated he liked the first design, and freely offered to pay the deposit with his credit card On Monday 4/13/15, [redacted] called the shop to say that [redacted] was having second thoughts and may want to use her diamond in one of our pre-made semi-mounts instead of the custom ring that had been designedThe store policy is clearly written on the shop slip that [redacted] signed, stating exactly "No refunds on custom orders or deposits." The policy is also clearly stated on the bottom of the credit slip [redacted] signed, stating exactly "NO RETURN, CANCELLATION OR EXCHANGE ON ALTERED OR CUSTOM ORDERED MERCHANDISE" [redacted] was told that since we no not offer refunds, his full deposit would be rolled over to a store credit to be used toward any goods or services offered by American Diamond ExchangeHe accepted that and said that since he was away on business, they would probably return to the store "next Saturday"Later that same Monday, [redacted] came in alone to pick up the wedding band insert she had left to be redesignedShe asked [redacted] about the deposit, at which point it was reiterated that it would be rolled into a store creditShe thanked [redacted] for being so sweet and understanding about [redacted] changing her mind, accepted the answer about the deposit, signed the new store credit slip which again stated "NO REFUND", and went out into the showroom to shop for a semi-mount [redacted] passed through the showroom, [redacted] again asked her about the deposit, and was again told that there are no refunds on custom orders OR deposits, and since this was both a custom order AND a deposit, she would have to accept a store creditAfter only a few more minutes, [redacted] returned to the shop and, despite having had the store credit explained to both her husband and her, multiple times, she again asked about the deposit [redacted] did offer to pay $to cover the hours spent on the consultation, but [redacted] explained the store policy once more, stressing that because of [redacted] 's decision [redacted] had now lost two hours by working with [redacted] and had been delayed on other custom jobs, and that her offer of payment did not change the store policy of no refundsAt this point, [redacted] offered the excuse that she had been overwhelmed on Saturday and was, in her own words, "spaced out" during the design processAt NO point on Saturday did she state she was feeling overwhelmed or spaced outHad [redacted] or [redacted] felt that [redacted] 's decision making abilities were compromised, they would not have spent the time with her that they did, and would have instead suggested she return when she was better able to focus [redacted] and [redacted] were nothing but accommodating and helpful to [redacted] and her husband ***, spending a tremendous amount of time and effort to ensure they were both happy with the final designIn addition, [redacted] 's claim that she couldn't find anything on which to use their store credit is absurd, considering [redacted] can custom make anything [redacted] would likeHer original complaint states that no products or services had been received, which fails to take into consideration the original consultation in December, or the two-hour design consultation in April It also ignores the minutes spent with her that Monday afternoon, and the considerable time that has been spent addressing her Revdex.com complaint [redacted] had left two other items for repair, one of which had already been completedShe opted to pick up the completed item and the untouched item, and her store credit was updated to reflect that the completed item was paid for out of the store credit The American Diamond Exchange is proud to have thousands of happy, satisfied customers who, more often than not, refer their friends and relatives to us due to our superb service, the quality of our product and our dedication to excellence Sincerely, [redacted] American Diamond Exchange, Inc