David Harvey Jewelers

Case ID [redacted] Dear [redacted] I appreciate the opportunity to respond to [redacted] ’s compliant dated May 24th, Indeed most circumstances do require gathering all the facts from both sides to truly understand the story, especially since this complaint has failed to present all relevant information for your considerationTo be clear, in spite of the complaint’s declaration that this purchase took place in the actual purchase date was April Obviously, if there was an error in measuring [redacted] ’s finger the complaint would have been brought to our attention years ago [redacted] did report an accurate account of the vendor’s proposed charge to remake an entirely new ring This ring is an eternity design which is crafted with diamonds set completely around the ring Since this ring can-not be sized, a new ring must be manufactured The accommodation charge is well below their customary charge to remake a ring The designer [redacted] did their best to satisfy [redacted] ’s change in finger size.In spite of [redacted] ’s statement, “The business practice in the industry is to resize for free after spending over five thousand dollars with this business in the first place”, is also incorrect Manufacturers do not offer lifetime replacements of a ring on account of a change in the size of a customer’s finger This complaint seems to correlate the purchase of her engagement ring (which [redacted] has stated is trouble free) as a reason for our firm to refund the purchase of a custom designed diamond band I do not see how the volume of [redacted] ’s purchases has any relevancy to her claim for a refund.Possibly the most relevant aspect of this case is that prior to [redacted] ’s request for an adjustment in the size of the ring she had requested to return this ring for a full refund Our return policy is clearly posted in our store and on Ms [redacted] ’s sales slip that, “Special Orders and Made to Order sales are not subject to cancellation or refund”.In summary, we dispute [redacted] ’s claim that:1) The ring was incorrectly measured since her claim of sizing was not reported to our firm within a reasonable time after the purchase In this case years after the original purchase.2) The ring sizing was reported by [redacted] to cost well above the value of the ring This is since the ring has a retail price of $2,and the cost to remake the ring was $plus Connecticut sales tax.3) The manufacturer did instruct [redacted] to return the ring to the place of purchase for the purpose of forwarding the ring for sizing They did not instruct [redacted] to return the ring to our firm for the purpose of issuing a refund To be clear, we cannot offer a refund because [redacted] ’s finger changed in size or simply because she does not care of the design she chose in In spite of [redacted] ’s claim that we have not fulfilled our obligation as a reputable jeweler, it should be noted that during our years of business our reputation is impeccable and we have not received any Revdex.com complaints from any other customer Therefore, we maintain our stance in our desire to accommodate [redacted] ’s change in finger size and our offer to provide a new ring at a reduced charge Our firm believes this is more than fair based on the time-frame between the purchase date and the date of this complaint Sincerely,Jeffrey FR [redacted] CEO, David Harvey Jewelers, Inc

Case ID [redacted]  Dear [redacted]I appreciate the opportunity to respond to [redacted]’s compliant dated May 24th, 2016.  Indeed most circumstances do require gathering all the facts from both sides to truly understand the story, especially since this complaint has failed to present all...

relevant information for your consideration. To be clear, in spite of the complaint’s declaration that this purchase took place in 2016 the actual purchase date was April 2011.  Obviously, if there was an error in measuring [redacted]’s finger the complaint would have been brought to our attention years ago.  [redacted] did report an accurate account of the vendor’s proposed charge to remake an entirely new ring.  This ring is an eternity design which is crafted with diamonds set completely around the ring.  Since this ring can-not be sized, a new ring must be manufactured.  The accommodation charge is well below their customary charge to remake a ring.  The designer [redacted] did their best to satisfy [redacted]’s change in finger size.In spite of [redacted]’s statement, “The business practice in the industry is to resize for free after spending over five thousand dollars with this business in the first place”, is also incorrect.  Manufacturers do not offer lifetime replacements of a ring on account of a change in the size of a customer’s finger.   This complaint seems to correlate the purchase of her engagement ring (which [redacted] has stated is trouble free) as a reason for our firm to refund the purchase of a custom designed diamond band.  I do not see how the volume of [redacted]’s purchases has any relevancy to her claim for a refund.Possibly the most relevant aspect of this case is that prior to [redacted]’s request for an adjustment in the size of the ring she had requested to return this ring for a full refund.  Our return policy is clearly posted in our store and on Ms. [redacted]’s sales slip that, “Special Orders and Made to Order sales are not subject to cancellation or refund”.In summary, we dispute [redacted]’s claim that:1) The ring was incorrectly measured since her claim of sizing was not reported to our firm within a reasonable time after the purchase.  In this case years after the original purchase.2) The ring sizing was reported by [redacted] to cost well above the value of the ring.  This is false since the ring has a retail price of $2,600.00 and the cost to remake the ring was $700.00 plus Connecticut sales tax.3) The manufacturer did instruct [redacted] to return the ring to the place of purchase for the purpose of forwarding the ring for sizing.  They did not instruct [redacted] to return the ring to our firm for the purpose of issuing a refund.  To be clear, we cannot offer a refund because [redacted]’s finger changed in size or simply because she does not care of the design she chose in 2011. In spite of [redacted]’s claim that we have not fulfilled our obligation as a reputable jeweler, it should be noted that during our 102 years of business our reputation is impeccable and we have not received any Revdex.com complaints from any other customer.  Therefore, we maintain our stance in our desire to accommodate [redacted]’s change in finger size and our offer to provide a new ring at a reduced charge.  Our firm believes this is more than fair based on the time-frame between the purchase date and the date of this complaint.   Sincerely,Jeffrey F. R[redacted]CEO, David Harvey Jewelers, Inc.

Dear [redacted],  Our family business is currently celebrating our 102nd year of serving the community with quality jewelry and providing impeccable service.  We too maintain our position that the ring you purchased in 2011 fit to your specifications.  Clearly, if it did not, we would have addressed it immediately.  In this situation your request for a change in size was brought to my attention years after the initial purchase.  I am truly sorry you do not trust our firm in the same manner as our thousands of loyal David Harvey customers.  I feel your statement that a $700.00 charge to perform $1500.00 worth of labor is not immoral or unethical.  Our firm believes it is good customer service.  Basically, you are unhappy that we are charging for services that are totally warranted after owning your ring for over five years.  Currently you feel that it is befitting to besmirch our reputation through adverse online reviews.  We feel this is unfair since your intentions our less than honorable.  You simply wish to present our firm to the online consumer as untrustworthy and unethical.  We have no interest in debating such absurd accusations.  Our decision to accommodate your sizing request at a reduced cost is still available if you choose to exercise this option.Jeff R[redacted]

Complaint: [redacted]
I am rejecting this response because:
I stand by my initial statement stating that David Harvey failed to accurately take the measurement of my ring size. This resulted in us having engagement ring size of 5.25 and a wedding band of 5.  David Harvey failed to performed a simple quality check of these two ring sizes before they were ordered having us lost thousands of dollars. Because of the incorrect size, the wedding ring is still new and has been unworn. The engagement ring is also incorrectly sized as well and unworn.  After spending over $6,500 plus taxes, we are unable to use David Harvey's products due to their errors.This issue has been brought up to the attention to the David Harvey since the initial purchase in 2011.  However, the resizing quote of $700 was astronomical and would have surpassed the total value of the ring.  The typical resizing market price is between $80-$150. In addition, it was clear that David Harvey was not acting morally and ethically by charging $700 for a resize and / or  providing a ring that fits.Now when it is clear that we are not going to be paying $700 for a resize on the top of the $2,600 purchase price, the exchange option is not available. Revdex.com, this practice is fraudulent at best.  Therefore, I request that David Harvey will take the wedding ring back for a full refund.
Sincerely,
[redacted]