Craig Shelly

Initial Business Response /* (1000, 5, 2016/03/24) */
Good Morning,

We first met [redacted] on 2/29/16 to sit down and talk to him about all of the options for a beautiful ring to propose with. We explained that Ritani is an amazing company for engagement rings, but we also do customized jewelry...

and would love to make him a beautiful ring. We also told him he did not have to go with us and that he was more than welcome to come back if he changed his mind. [redacted] decided to stick with the Ritani ring. Store employees rang him up for the Ritani ring while [redacted] and him sat down together discussing things further. His credit cards were approved and he purchased the Ritani ring. However, after the transaction went through he decided to go with [redacted]shelly and customize a ring. We gave him a similar price to the Ritani ring, $4,968.00, with a larger stone (1.08 ct), better color (I), and better clarity VVS2. We also gave him more carat weight on the side diamonds. We explained we would engrave his and his fiances name on the inside of the band as well as he would have a lifetime warranty and free cleaning. Another thing we explained was that the ring we design would have some slight differences to it from the Ritani ring as it is hand made and perfected. He then put a down payment of $1,000 with a check since his credit cards were denied due to the previous purchase of the Ritani ring. He also was fully aware of our company policy and signed the receipt that says right above where you are to sign " Returns of Exchanges must be made within 10 days of purchase with a valid receipt. All returns/exchanges items must be in good and unused condition. There will be no returns or refunds on special orders, discounted items and watches". Thus, [redacted] gave his full consent to a special order ring.
We rush ordered the ring since we knew he needed it by a specific date. However, in order to finish and have the ring on time we needed full payment. That is our procedure here and [redacted] explained that to him. He paid with two different visas on 3/3/16 one with $1,400 and the other $250.00. He paid that last payment on a 3rd visa on 3/4/16 of $2318.00. With full payment we were able to complete the beautiful ring and ship it off by Friday 3/4/16 to be in store 3/7/16. I, Brooke Ponting, the store manager inspected the ring once it came in on 3/7/16 and thought it looked beautiful. However, I noticed that [redacted]'s name on the engraving was misspelled. I contacted him immediately on my personal cell line so he could have my number if he had any questions. I explained how deeply sorry we were but the engraving misspelled his name as it was rushed and we wanted to send it back ASAP to be fixed so it could still be here in time for his proposal. He was frustrated, but I told him it would be here no later than wednesday 3/9/16. He agreed and it was sent out immediately to fix our mistake. He contacted [redacted] about this mistake, however [redacted] was in India at the time. [redacted] and I were able to communicate back and fourth though in regards to his ring and fix the problem that arose on 3/7/16. We explained to [redacted] that our engraving process is the final step and we believe it was just human error. However, we fixed the problem for him.
The ring arrived 3/9/16 for [redacted] to pick up. I was not in the office due to a personal issue. The employees at the store that day did the best they could in letting him know that I would contact him or he could contact me since he is unhappy. He did call me and I was unable to pick up the phone. He sent me a text message right after explaining how he was displeased with the ring. I sent the messages immediately to [redacted] through a free app that can be used when out of the country. [redacted] was made aware of the situation and let me know he would be giving [redacted] a call once he had service in India. [redacted] sent my personal line messages on how he wants a refund. However, I could not authorize that due to it was a special order and he had signed the receipt in agreement. I let him know that [redacted] is the only one to authorize returns. [redacted] was able to call [redacted] from India on 3/10/16 in regards to his ring. [redacted] explained to [redacted] how unhappy he was, however due to [redacted] being in India for business, reception is sparse there. They unfortunately got disconnected. I explained to [redacted] how the reception is in India but [redacted] would be trying to give him a call again. He was able to reach out to [redacted] again and connect with him. [redacted] explained that he would be back in town very soon and would love to sit down with him and take a look at the ring and fix what he was upset about.
[redacted] and [redacted] met face to face on Thursday 3/17/16 at [redacted]'s store in Brea. They sat down and discussed the ring. [redacted] made it aware that he did not like how the diamond was not raised higher and one side of the halo looked off. [redacted] took a look at the ring and told [redacted] he would fix it for him and make him pleased. [redacted] treated him with nothing but respect and was completely upfront and honest with him. [redacted] explained the process to him and told him it was very easy to fix and would have the ring back to him Saturday 3/19/16.

[redacted] took the ring in personally and made it his mission to make sure [redacted] was satisfied and had a beautiful ring. They met in the morning on saturday 3/19/16 so [redacted] could personally hand deliver the ring. [redacted] seemed extremely pleased and satisfied once he received the ring. We have not received any word from [redacted] since our last encounter with him on Saturday 3/19/16. [redacted] and [redacted] shook hands and [redacted] told [redacted] "it looks good". We are thrilled to call [redacted] a [redacted]shelly customer. We are always here for all of our customers, we want to make sure every customer leaves satisfied.