Clearwater Welding & Fabricating Ltd

To Whom it May Concern:After taking a closer look at the situation, I do see that while Mr [redacted] placed an order on December 13th using his [redacted] account, it looks like there was also a successful charge on his card at this timeThis payment was not assigned to or associated with an order, and so was not visible in our order management systemIt did not appear as a double charge since the two payments were on two different methodsI have issued a refund for this sort of "ghost" payment and apologize for the oversight and the time Mr [redacted] has had to spend on the matterMr [redacted] should see a refund post to his account within the following few business daysBest, [redacted] ***

We're sorry for any confusion, however the original Revdex.com complaint read, " Before the ring was even worn, scratches, nicks and scrapes were seen," which lead us to believe that the ring was received damagedBut, since the customer later wrote, "At no time; and we have written documentation, did I state the ring was received damaged!" we understand that there must have been confusion on our partIt's now clear to us that this damage was caused by wear, and that the piece, in its original condition, was not scratched, nicked or scrapedWe are still happy to stand by our previous offer for a return for refund, as long as the piece is received back to our team with only these minimal signs of wear the customer describesWe look forward to assisting this customer with their return for refund process

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] As we stated in the original message, it was after months of wear, on one ring and ZERO wear on the other, that we noticed the dark and cloudy stonesIt is not a clean issue, as the rings are and have been cleaned on a regular, frequent basisWe have researched, albeit after the fact, other claims of this sort, specifically regarding white sapphires in rings purchased from Gemvara, and it seems that Gemvara has a known issue with these stones turning dark and cloudyWe are not asking for a full refund, as my fiancé has worn the engagement ring, not the wedding band, for monthsBut both rings, the worn and unworn, have the dark, cloudy stonesWith the ugly tone of Gemvara’s response/messages, we would be nervous to even THINK about returning these rings for “service”What I am trying to understand, why a company would force a customer, who isn’t happy with their product, an expensive product at that, to keep itThe respect and trust we placed in Gemvara has been destroyed, and we would again, request a refund Regards, [redacted] ***

To Whom it May Concern:First, we would like to thank Mr [redacted] for shopping with GemvaraHe placed orders for a total of rings between December and February The two orders placed in December were processed on a [redacted] card ending in ***The third order, placed in February, was processed via [redacted] CheckoutsTwo returns were requested from Mr***The first request was received for Gemvara order [redacted] on January 3rdThis piece was received on January 27th and a refund was processed via [redacted] on February 9thThe second request was received for Gemvara order [redacted] on January 25thThis piece was also received on January 27th, and a refund was processed via Refund to Credit Card on January 31stThe reason for the discrepancy between the two dates of refund is that the [redacted] refund requires someone from our finance team manually process the refund, while the credit card refund is automated.Attached, you will find proof of both of those two refunds having been processedWe apologize for any confusion that may have been caused by the delay of refunding to Mr***'s [redacted] account, but as far as we can tell, this matter has been resolved to the best of our ability at this timeWe hope that Mr [redacted] or the recipient of the lovely rings he's purchased from Gemvara are thrilled with their product and our service outside of this misunderstanding.Sincerely, [redacted] ***, Customer Care Team Lead at Gemvara

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] As we have stated, Gemvara has been in possession of these rings twiceTwice they sent them back to us with sub par stones, that were ALREADY looked at by their jewelersWe are frustrated and what was sop posed to be the rings that my fiancé would wear forever, are not what we expected or paid forOur only resolution would be a refund for 75% of the original purchase priceAs we said, this would be fairNo one, would keep tags attached and have a ring set in an “unworn condition” when these are supposed worm! We will be happy to send the rings back to Gemvara, but on the condiction that a refund in the amount of $will be processedWe no longer wish to use these rings as our wedding rings because of the quality, or lack therof Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] After reading Gemvara's response to my complaint, I am stunned that they would blatantly lie and state that our story suddenly changed from the scratches due to being worn to saying the ring was received damaged At no time; and we have written documentation, did I state the ring was received damaged! My argument and disbelief was that of the complete opposite! A Palladium ring that was worn 20-minutes during our wedding photo shoot and taken off and worn again at ourreception for mere hours, should not have shown any damage at all! My argument is that Palladium is an extremely strong precious metal; stronger the Platinum, one would expect the ring to retain its brilliance throughout wear through out LIFE, never mind hours! To read that our story changed once we learned of their ludicrous return policy is nothing short of criminal audacity in attempt to discredit our complaint The ring was purchased in July for our August 19th wedding It was NOT removed from its box and worn before our wedding day, I did not play in the sand at a beach nor did I climb trees in my wedding dress while wearing the ringThe photos were taken at a park, its wasn't dropped, stepped on or thrown about Nothing out of the ordinary was done during our receptionThe ring was being admired a day later by family, when we first noticed the wear and tear That was on August 21st, Gemvara was notified on August 22nd of the unprecedented damage Gemvara's response was one to offer to buff out the ring and have it cleaned and could not be returned BECAUSE it was not in its original, untouched state Unacceptable and even ludicrous to offer such assistance on a three day old ring! This also backs up my claim that we never once changed our story stating the ring ARRIVED damaged Gemvara would not have offered to "fix" a piece of jewelry that had just arrived, damaged and BRAND NEWWith all that being said, we find it unacceptable, and would have found it unacceptable even after months of wearing the ring and finding the scratches and marks on such a strong metal ring Surely you can see our frustration seeing damage after a mere couple days..more so with their claims of Palladium being a sot after metal for its durability and beautiful lasting appearanceWe have taken pictures of the state of the ring and we will be mailing back this weekend This will clear up any "discrepancies" Gemvara's "jewelers" may find in an attempt to cheat us out of the full value of the what we paid We also have written documentation backing up our story just as I stated above Upon request we are more than happy to forward them to the Revdex.com for reviewIn closing, reading Gemvara's blatant lie regarding our claim only encourages our thoughts of Gemvara as not being an reputable, trustworthy vendor [redacted]

As described in the customer's complaint, our policy allows for a return for refund within days of any piece in its original condition with the jewelry tag attachedUnfortunately, this piece is no longer in its original condition, nor is the jewelry tag attachedWhile the piece was delivered
on July 12th, the customer did not reach out with complaints of denting and scratching until over a month later on August 21stOriginally, it was noted that these were a direct result of wear, but later, after learning that we only accept pieces in their original condition, the customer claimed that the piece was received with the dents and scratchesWith this said, we are happy to accept the piece for return for refund, pending receipt of the piece and our jewelers inspection of the pieceWe will issue a full refund if the scratching/denting the customer originally described is the only damage presentA reduction in the refund will be necessary only if more significant damage than what was originally described is present

We are working on a solution for this customer, and we hope that our plan meets our customer's satisfactionWe do offer a one year manufacturing warranty on each pieceSince this ring was damaged in an unfortunate accident, the damage was not covered under the warrantyWe did provide an initial
quote to repair the damaged ring, and the customer requested that we send the ring back without repairing itIt was mentioned that the ring was in worse condition when it was sent backAfter speaking with the customer and discussing this situation, we have offered to repair the ring under warrantyWe want to make every effort to make sure that this ring is repaired and flawlessWe truly hope that our efforts result in an improved experience

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. This matter has not been resolved Ms *** *** is correct that I placed three orders for four rings She is also correct that I returned, and was issued refunds for, two of those rings However, there are some factual inaccuracies with the rest of her statements First, my *** payments order was actually in December, not February Next, what Ms*** Either fails to understand or has chosen to leave out is that my credit card was, in fact, charged for rings (if you count recent *** ** *** Adjustments) and I have only been refunded for rings (if you count recent *** ** *** Adjustments) Through some error in their payment processing I was charged twice for the first ring order I have discussed this with Gemvara on multiple occasions, yet they fail to recognize and fix the problem Any discrepancy is due to their accounting or payment processor and is a problem that Gemvara needs to solve by taking it up with their payment processor, not by overcharging me, the customer So my credit card was charged for five rings, I was issued refund for two that I returned, and I kept two rings Thus, my credit card was charged for three rings (minus two or 6-depending on how you choose to look at it) and I only kept two rings Just to make it painfully obvious, that means that I was charged for one ring too many.Attached is proof that my credit card was charged for five (or 6) rings and that I was only refunded the cost of two (or 3) rings One file contains a PDF version of my credit card statements showing all transactions and adjustments with Gemvara The second file is an excel that tracks the running total of ring charges and refunds (entitled Gemvara Summary) Finally, there is an image captured from an excel export from my credit card company with all of the Gemvara charges with their corresponding transaction IDs I trust that this should be easy enough to follow While I do like the rings I ordered from Gemvara, I am FAR from satisfied with the customer service (or lack thereof) that I have received Gemvara has consistently approached the situation with an attitude suggesting that I must be an it or crazy The time I have spent on this matter has far outweighed any value of the rings to me At this point, I wish that I had never ordered anything from Gemvara I will certainly never buy anything from the company again and I will definitely tell others to avoid Gemvara at all costs, unless, of course, they like being overcharged for goods As far as I can tell this matter has not been resolved to even the least of any reasonable company’s ability. Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I'm sorry, but due to the damage that has been done to the ring, and due to the difficult conversations with *** regarding the repairs/remaking of the ring, I am not comfortable sending this item back to GemvaraThe trust between myself and this company is long gone, and trust is most definitely needed when working with an item this preciousWe are requesting a refund due to the fact that the company eluded to the fact that processes/production may be rushed around the holidays (which is when my ring was purchased), and also because my local jeweler stated that the settings were not made well to begin with
Regards,
*** and *** ***

Revdex.com:
I have reviewed the response submitted by the business and I will continue to work with themThey have provided me several possible outcomes depending on the evaluation of the ringThey have also promised to work with me regarding cost & laborWhile the matter is not yet resolved, I expect it to be so soon.
Regards,
*** ***

We are sorry that this customer had a frustrating experience with us. We did issue a full refund on the original order as we want our customers to love their jewelry, especially something so important as an engagement ring We communicated that white sapphires are not as vibrant
as diamonds and that this was not a quality issue but rather the nature of this particular gemstone in this size.This customer did place another order with us and unfortunately a stone chipped, which can happen with wearWe offered to repair and replace the stone under our warranty . The customer chose not to have the ring repaired, so we have credited the order in fullWe hope that our actions have resolved this issue to the customer's satisfactionWe do sincerely apologize for any frustration and inconvenience we have caused

We offer an excellent 101 day return policy, allowing for the return or exchange of any unworn jewelry in its original condition with the tag in tact. Additionally, we offer an excellent one year warranty on the craftsmanship of each of our pieces, meaning that if any issues arise due to the...

craftsmanship of our jewelry, we are happy to inspect the piece and offer a resolution. In order to offer a resolution in this case, our jewelers first need to see the jewelry in person. All gemstones, especially clear stones like white sapphires or diamonds, are prone to buildup or dust affecting their sparkle, which seems to be the case here. We are happy to take a closer look to see if something else could possibly be at play. We only offer the highest in quality for our gemstones and are happy to provide certification from the International Gemological Institute at the customer's cost should they be interested in confirming that this is the case. The customer's jewelry is outside of our 101 day return policy, and a refund or exchange is not something we can offer at this time, though again we are happy to make this right by way of our warranty, which will allow our jewelers the opportunity to fix any issues, including a deep cleaning that seems to be the only thing this customer's jewelry is in need of at this time. Until the jewelry is received by our jewelers for inspection, we will not be able to speak further on the matter.

We're sorry for any confusion, however the original Revdex.com complaint read, " Before the ring was even worn, scratches, nicks and scrapes were seen," which lead us to believe that the ring was received damaged. But, since the customer later wrote, "At no time; and we have written documentation, did I state the ring was received damaged!" we understand that there must have been confusion on our part. It's now clear to us that this damage was caused by wear, and that the piece, in its original condition, was not scratched, nicked or scraped. We are still happy to stand by our previous offer for a return for refund, as long as the piece is received back to our team with only these minimal signs of wear the customer describes. We look forward to assisting this customer with their return for refund process.

We are working with the customer to resolve this issue. Generally, repairs do take around two weeks. Initially, there was an error on our end with the payment being processed in a timely manner. Unfortunately the process was further delayed when the ring did not pass the final stage of quality...

assurance and needed to be perfected before shipping. We apologize for any frustration and intend on making every effort to ensure this incident is not repeated in the future. More importantly, we are determined to improve this particular experience for the customer and have waived the repair cost completely.

We would like to apologize for any inconvenience and frustration that this situation has caused. We pride ourselves on delivering great service, and we hope that we can resolve this issue. We have been in touch with the customer numerous times over the past 2 years since it  was...

 purchased in November of 2013, which means that the piece is outside of the manufacturer's warranty. Our warranty covers the quality of our workmanship. If a piece is damaged after one year, we are always happy to repair it for a reasonable fee (this charge varies depending on the work needed to be done).The ring first came in for repair in September of 2015 for a loose accent stone.  We examined all of the stones and the casting (including the prong and the shank) to ensure that there were no flaws in the manufacturing process. We determined that there were not any loose stones, so the ring was also refinished, polished, and cleaned at no charge.We were then contacted in November of 2015 by the customer because she noticed that 3 of the stones were loose . We provided  a prepaid shipping label to send the ring in for further evaluation.  The jeweler examined the ring and determined that we would need to replace 3 diamond accent stones, re-round the ring, and polish.  The quote that we provided for the repair amounted to a price much lower than the cost to perform this repair. There was not any work done to the ring the second time it was sent in as the customer requested that it be sent back to herThe customer received the ring back and contacted us to let us know that she was unhappy with the ring due to the stone color of one of the smaller accent diamonds on the band as well as an issue with the engraving. It's likely that the engraving was affected by the polishing the first time that it was sent in. We do apologize for this and it should have not gone out without being re-engraved properly. We offered for the customer to send the ring in for another evaluation by our Director of Quality Assurance. At this time, we explored two options: 1) We would make any necessary repairs free of charge2) We presented the option of remaking the ring completely. We communicated that if the customer would like for us to completely remake the piece, there would be a repair chargeThe customer requested that she drop the ring off with  the jeweler to speak directly with him. Unfortunately, we are unable to allow customers into our workshops as they are proprietary locations and not available to the public.  We have made several efforts to resolve this issue and apologize for the experience that this customer has had. We would like to come up with a solution that will work for this customer, but more importantly, we want to make sure that she has a ring that she loves and can wear without any concern. If the customer has already had the repairs done elsewhere, we would like to refund the customer the amount we initially quoted for the work. If the repairs have not been made, we are still willing to repair the ring at no cost.

Our sincere apologies for our Customer Care team not responding to your emails.The jewelry consultant you were working with is no longer with the company, so the emails that were sent were not seen by our team. This is a mistake on our part and we are truly sorry about this. You have suffered a...

terrible loss and we would never want to add to that stress .We have sent this customer a prepaid shipping label so that he can send the ring back to us to be evaluated. Once we have the band we will have a better idea what the best option is.We have been in contact with this customer and have provided a few different options that we hope will resolve this issue.  We are dedicated to finding a solution that works for this customer. We have presented the options below to the customer, but as mentioned before, there may be other options once we are able to inspect the ring in person. If possible, cut the existing ring and resolder and resize the ring Remake the band in a size 7 and use the original stones We can remake a new band all together and provide a quote so that the customer can keep the original for sentimental valueIf these customer does not want to proceed with these options, we are open to other alternatives. We are awaiting a response and for the ring to arrive at our workshop.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
After reading Gemvara's response to my complaint, I am stunned that they would blatantly lie and state that our story suddenly changed from the scratches due to being worn to saying the ring was received damaged.   At no time; and we have written documentation, did I state the ring was received damaged!  My argument and disbelief was that of the complete opposite! A Palladium ring that was worn 20-30 minutes during our wedding photo shoot and taken off and worn again at ourreception for mere hours, should not have shown any damage at all!  My argument is that Palladium is an extremely strong precious metal; stronger the Platinum, one would expect the ring to retain its brilliance throughout normal wear through out LIFE, never mind hours!  To read that our story changed once we learned of their ludicrous return policy is nothing short of criminal audacity in attempt to discredit our complaint.  The ring was purchased in July for our August 19th wedding.  It was NOT removed from its box and worn before our wedding day, I did not play in the sand at a beach nor did I climb trees in my wedding dress while wearing the ring. The photos were taken at a park, its wasn't dropped, stepped on or thrown about.  Nothing out of the ordinary was done during our reception. The ring was being admired a day later by family, when we first noticed the wear and tear.  That was on August 21st, Gemvara was notified on August 22nd of the unprecedented damage.  Gemvara's response was one to offer to buff out the ring and have it cleaned and could not be returned  BECAUSE it was not in its original, untouched state.  Unacceptable and even ludicrous to offer such assistance on a three day old ring!  This also backs up my claim that we never once changed our story stating the ring ARRIVED damaged.  Gemvara would not have offered to "fix" a piece of jewelry that had just arrived, damaged and BRAND NEW. With all that being said, we find it unacceptable, and would have found it unacceptable even after months of wearing the ring and finding the scratches and marks on such a strong metal ring.  Surely you can see our frustration seeing damage after a mere couple days..more so with their claims of Palladium being a sot after metal for its durability and beautiful lasting appearance. We have taken pictures of the state of the ring and we will be mailing back this weekend.  This will clear up any "discrepancies" Gemvara's "jewelers" may find in an attempt to cheat us out of the full value of the what we paid.  We also have written documentation backing up our story just as I stated above.  Upon request we are more than happy to forward them to the Revdex.com for review. In closing, reading Gemvara's blatant lie regarding our claim only encourages our thoughts of Gemvara as not being an reputable, trustworthy vendor. 
[redacted]