Clearwater Welding & Fabricating Ltd

We received these rings once in September for resizing service where the state of the stones was not mentioned as a point of contention. As with all products purchased by consumers, there is a level of upkeep that is expected. We dust our furniture, we take our cars to the car wash. It is not a craftsmanship issue for the stones to have collected dirt or dust, though we are more than happy to clean and polish the rings within our one year warranty. The issue being brought to our attention is one that is standard, and has a simple solution that does not and would not under any circumstances warrant a 75% discount. Until the rings are received for inspection for this specific issue, we will not be able to assist further.

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 twice. Twice they sent them back to us with sub par stones, that were ALREADY looked at by their jewelers. We are frustrated and what was sop posed to be the rings that my fiancé would wear forever, are not what we expected or paid for. Our only resolution would be a refund for 75% of the original purchase price. As we said, this would be fair. No 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 $1725 will be processed. We 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 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]

To Whom it May Concern:First, we would like to thank Mr. [redacted] for shopping with Gemvara. He placed 3 orders for a total of 4 rings between December 2016 and February 2017. The two orders placed in December were processed on a [redacted] card ending in [redacted]. The third order, placed in February, was...

processed via [redacted] Checkouts. Two returns were requested from Mr. [redacted]. The first request was received for Gemvara order [redacted] on January 3rd. This piece was received on January 27th and a refund was processed via [redacted] on February 9th. The second request was received for Gemvara order [redacted] on January 25th. This piece was also received on January 27th, and a refund was processed via Refund to Credit Card on January 31st. The 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 processed. We apologize for any confusion that may have been caused by the delay of refunding to Mr. [redacted]'s [redacted] account, but as far as we can tell, this matter has been resolved to the best of our ability at this time. We 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 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]

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 time. This payment was not assigned to or associated with an order, and so was not visible in our order management system. It did not appear as a double charge since the two payments were on two different methods. I 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 matter. Mr. [redacted] should see a refund post to his account within the following few business days. Best,[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 3 months of wear, on one ring and ZERO wear on the other, that we noticed the dark and cloudy stones. It is not a clean issue, as the rings are and have been cleaned on a regular, frequent basis. We 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 cloudy. We are not asking for a full refund, as my fiancé has worn the engagement ring, not the wedding band, for 3 months. But both rings, the worn and unworn, have the dark, cloudy stones. With 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 it. The respect and trust we placed in Gemvara has been destroyed, and we would again, request a refund.
Regards,
[redacted]

We are extremely grateful to have the opportunity to work with this customer again. After discussing a number of options, we have come to an agreement that we will remake the ring from scratch while the customer holds on to the original ring. Once we are finished with the new, remade ring, we will ship it out to the customer to have it inspected and approved. This agreement and new ring also includes an extended warranty. The details of the warranty and plans to remake the ring have been shared with the customer. We truly hope that our efforts and this plan will improve the experience that this customer has had. More importantly, we hope to regain the trust of this customer and create a ring that she can wear proudly and worry free for years to come.