ASA Road Service

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: I apologize for my lengthy response, but I want to make sure Larry has all of the information. First, I do appreciate Larry's offer very much, but I have emails that I am happy to share with him where I requested to return the GIA white diamond WITHIN days after receiving itBelow is what was written on Dec **, just days after I received the diamond: *** *** *** ***
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*** ** *** *** ** *** * *** ** *** ** *** ** *** *** *** *** *** *** *** All that said, If Larry is willing to send me a FedEx label to return the GIA white diamond and refund me the entire amount I paid for it ($3700), then I will eat the cost of the custom ring and we can settle this matter Sincerely,
*** *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above

[redacted]Dear [redacted],We have been selling diamonds and fine jewelry online since 2002. We never had any issue similar to this one with any of our customers. We do our best to make our customers happy, this is the main reason why most of our business...

comes from referrals and return customers.We understand that buying diamonds and jewelry should be treated with extraordinary attention, this is why we guide our team that "the customer is always right" and that they should do what is necessary to make the customer happy and to make his purchase with confidence.However, in this case the customer is not right.Please note that this is the second channel that this customer is trying to make us look guilty and want us to pay for theirs mistake. The customer not align with the facts and presenting false allegations.The following is chronologically what happened:On November ** the customer contact us and asked for a custom made (special order) ring, we explained the customer that such specific designs is very unique and only fit the customer's own taste and that there is no return or refund since we are creating as a one time model only for the customer. And then we explained the customer the 3 Stages we have have on Custom made (special order) items; Stage 1  - We will create a 3D model that the customer need to approve in writing.Stage 2  - We will create a wax model that we ship to the customer and the customer need to approve in writing.Stage 3  - We will cast the model in the customer's desired metal, setting the diamonds, complete the ring and ship it to the customer.The customer approved all the stages and agreed that their will be no return or refund on the ring.Additionally to the custom made ring, the customer also want to purchase a Black Diamond and a GIA Diamond. The customer want the us to mount the Black Diamond in the center of that ring and later on the customer will replaced the Black Diamond with the GIA Diamond.We explained the customer that we offer 14 days return policy on GIA diamonds. This policy is written on the back of the invoice.After receiving from the customer a deposit of $1000 we started on stage 1 and 2. The customer approved the two stages and sent us the remaining balance of $6500.Please note that the amount was $7,500 and not $7,600 like the customer is stating in the complaint (We keep copies of all the transactions).On December * the customer received the custom made ring with the Black Diamond mounted in the center and the GIA Diamond loose (unmounted). On that day the customer was very happy with the work we made on the ring but had complained that the small white diamonds that were mounted on the band were a little small and that would like to have lager diamonds instead. We answered the customer that everything is based on the design that was already been approved. However, we offer the customer to do some modifications for additional cost.Please note that the customer knew the size of the size diamonds and confirmed them.On January ** the customer sent us a sample ring of another design along with the GIA Diamond. The customer told us they want a similar ring to the sample one. The sample ring had different design, larger center diamond and larger side diamonds. Since we want to keep the customer happy we answered that we will make a new ring at our cost. Later on the customer replied to us that they will think about it. Please note that the customer never had compliance with the GIA Diamond, the customer only had issues with the custom made ring. On January ** the customer refused our offer and threaten us that they will take legal action if we will not give them refund of $3,700 for GIA Diamond. We explained the customer that they are passed the 14 days return policy on the GIA Diamond and we shipped them back their sample ring and the GIA Diamond.On February * we received a letter from the customer's lawyer saying that the customer is requesting refund of $3,700 for the GIA Diamond. On February ** we replied the customer's lawyer with our side of the story and we never heard from the lawyer since.Please note that the customer contacted us directly over the phone and email and did not purchase the GIA Diamond from our websites inventory. However, the customer is keep referring to the store policy on our website and not to the store policy on the back of the invoice. We will go the extra mile for the customer and we would like to end on a positive note. This is want we are willing to do (The can choose one or both options):- The customer will keep the first ring with the Black Diamond and we will make a new ring that will match the sample ring they sent us at our cost (we will not make any profit on it).- The customer can ship us back the GIA Diamond for a 15% restocking fee.If you have any questions please do not hesitate to contact us.Thanks, Larry D[redacted]