Diamond Expressions

We have refunded the entire amount back on customer card in 11/28/

[redacted] put the bridal set on layaway in May and cancelled it in May Diamond Expressions was holding the ring for [redacted] for a yearAfter cancellation a store credit of $2,was generated for [redacted] to be used towards any item in the storeThe coupon expired in August We are willing to work with [redacted] by still honoring the coupon after more than yearsCredit coupons can not be combined with sales and specials$2,can be used towards the tag price for any item in store and an additional 50% sale offer will be offered to [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***.The offer was received 50% off the tag price and use my $2,toward a purchase
Regards,*** ***

We have resolved this matter with customer and have issued STORE CREDIT on 2/19.*** ***
***

We have refunded the entire amount back on customer card in 11/28/2016

[redacted] put the bridal set on layaway in May 2011 and cancelled it in May 2012. Diamond Expressions was holding the ring for [redacted] for a year. After cancellation a store credit of $2,200 was generated for [redacted] to be used towards any item in the store. The coupon expired in...

August 2012.  We are willing to work with [redacted] by still honoring the coupon after more than 2 years. Credit coupons can not be combined with sales and specials. $2,200 can be used towards the tag price for any item in store and an additional 50% sale offer will be offered to [redacted].

Review: I went to diamond district in [redacted] mall on 1/8/15, and place a bracelet and ring on layaway, a week later went to get items,store was closed down, with no forwarding info, after researching trying to get number, found they have given all their items to S&k jewelers, I then called said I would no longer like to keep my layaway, lady explained that's fine, I then received another call form S7k jewelers in regards to my layaway, I told them I didn't feel comfortable giving monies to a place that was shut down, another phone call I told them I would like refund they said that's fine after traveling close to 50 miles, I was told I could not receive a refund, and the lady said store mgr. was out of town, and would be back on Monday, called back today ,claimed doesn't know when mgr. will be in .left my name and number,,I'm so very disturbed by all this, as well as the lady talking to me as if I'm 5 years old ..I just want my monies back.Desired Settlement: Monies put back on card

Business

Response:

We have resolved this matter with customer and have issued STORE CREDIT on 2/19.[redacted]

Review: My name is [redacted]. I put a bridal set on layaway in 2011. I ran into some financial difficulty and told them I could not get the ring. I asked, if I could buy the engagement ring. They told me no, because they wanted to keep it as a set. They took the ring out of layaway and put it back in the show case. They told me I could not get my $2,200 cash back but I would get a store cash credit for that amount. The cost of the ring, extended warranty, and tax was $3,369.45. They told me for me to keep my receipt(s). I asked if there was a limited on my store credit. They stated no, as long as I had my receipt(s). Over the years, I returned to the store to ensure my cash credit was still on file and updated my telephone number.

On December 7, 2014, I went into the store to find a ring for my daughter's 21st birthday. A very pleasant young man named [redacted] assisted me. I showed him my receipts and told him I had a cash credit of $2,200 on the store file. He assisted me in picking out a beautiful set for my daughter. The original price was approximately $4599. He found my credit of $2200 on file. He stated, “I am surprised you kept your receipts that long.” He told me that he would sale the ring for $2400. Therefore, I would only owe $200. I told him my daughter's birthday was December 29 and I would come back to get the ring before the 29. I told him I would pray over it because I wanted to get the "perfect" ring for her. I spoke with the male manager on duty about my upcoming transaction including the price and cash credit. [redacted] wrote the price he was going to sell the ring for and the amount of my cash credit on a business card.

I returned on December 23, 2014 to buy the ring. [redacted] and the male manager were not there. [redacted] brother assisted me. I found another ring but wanted [redacted] to get the sale. The brother quoted me a price of $1940 for the set. I told him I had a cash credit of $2200. I did not have my receipt(s) with me. The young man stated he did not know how to pull up my credit. A manager, named [redacted], assisted him. She told him the credit had expired. She told him to call the district manager, [redacted]. After speaking with the district manager, the young man told me that he could not sale me the ring for the quoted price because the district manager told him not to. He would give me a $2,200 credit but on the regular price of the ring. I told him that was unfair. I asked to speak to the district manager but the manager, [redacted] refused.

I explained to [redacted] about my cash credit. She stated, she was the manager and decisions were made by her. I asked if [redacted] and the other manager were scheduled to work. She stated yes and I could come back. I returned about two hours later with my receipts. I spoke with [redacted] about the situation. [redacted] stated he was sorry because he did not know the credit had expired. I shared with [redacted] that no one ever told me the cash credit had an expiration date and I was never given written notice of it. She told me I could still use my credit but not on the sale prices -- only on the original prices. I showed her the card that Mr. [redacted] wrote concerning the price he gave me. She said, “I am the manager.” I asked if I could speak with the district manager named [redacted]. She stated, “No.” I asked her the name and contact number of the owner the store. She stated, “I do not know who owns the store”. I asked her to please be fair. I asked her to print me a cash credit receipt because I never was given one. I only had copies of my payments. A receipt was given to me that stated a coupon for $2,200 was expired in 2012. I told her it was not a coupon but $2,200 cash. She stated, well you are only going to get $2,200 credit on the original price of any jewelry. She stated, “We are giving you something”. I feel this is unfair because I was never ntofified orally or in writing until December 23, 2014. Please Help!!!

Business

Response:

[redacted] put the bridal set on layaway in May 2011 and cancelled it in May 2012. Diamond Expressions was holding the ring for [redacted] for a year. After cancellation a store credit of $2,200 was generated for [redacted] to be used towards any item in the store. The coupon expired in August 2012. We are willing to work with [redacted] by still honoring the coupon after more than 2 years. Credit coupons can not be combined with sales and specials. $2,200 can be used towards the tag price for any item in store and an additional 50% sale offer will be offered to [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].The offer was received 50% off the tag price and use my $2,200 toward a purchase.

Regards,

Review: We purchased a 9 centre stone invisable setting engagement ring in Sept. 2012. We also purchased the warranty. In Sept 2013 a stone fell out, they repaired it. I had forgotten that we had a warranty and paid the store $75.00 for a new diamond and extra gold that was to be added to the ring to hold the stone in place. One month later I got my ring back, 9 days later the stone fell out again. As they obviously did not fix it correctly and forgetting that I had a warranty I took it to another jewler to repair. He would not repair it but told me that no additional gold had been added to the ring and the repaired stone had been put in with glue. In the meantime I found a receipt that said warranty on it. This was the only paperwork I had showing that we had purchased a warranty. I went back to the store and the [redacted] said they always repaird invisable diamonds using glue and she did not know why I had been charged for extra gold. When I showed her my warranty receipt she returned my $75.00. I did not allow her to take the ring and repair it again with glue I wanted it done correctly, 2 days later another stone fell out. I went to another jewler, who put it under 300 magnification to as if he could repair it. He told me and showed me that 2 diamonds in the ring were chipped, the grid system was made out of solder metal, not 14K gold and the grid system was missing a section, hence why the stone fell out and would continue to do so as it was not being held by 4 complete sides. I went back to the store and confronted a salesperson about this. I was promised a call by the [redacted] the next day but did not get one. So the following day I went into the store and was told by the [redacted] that they were sorry and that I could get a store credit for the full amount of the ring $1,038.(they did not offer the tax amount refund) I began choosing another ring, the one I chose was marked in the show case for $1,699. of which I expected to pay the difference. I was told that a store credit was for the value of the TAG price of the ring not the show case advertised price. Therefore the TAG price of the ring was I believe $4,295. less a 50% discount Made the ring $2,147.50 less the $1,038 credit of my original ring, so I had to pay another $1,109.50, so the ring would actually be costing me $2,147.50, and yet it was advertised in the show case for $1,699. None of this made sense to me. My husband and I went into the store again yesterday, the [redacted] was not there. They had new rings in the show case I asked the sales lady who I dealt with before to see a ring that was priced with a sticker price of $1,799. I tried it on liked it and chose it I said to her "I can exchange my ring for this one and pay the difference and purchase the warranty again correct?" she said "yes mam" and started the transaction. She did not know how to do it on the register so called the [redacted] by phone, the next minute the [redacted] came rushing into the store took the ring away from the sales lady and told us we could not have that ring at $1,799 We could only have it at the TAG price which said $4,999, less a $50% discount plus the credit of my ring, so we had to pay her an additional $1,461.50 for the ring, meaning that the ring was going to cost us $2,454.50. When again it was advertised for $1,799. My husband asked to see her return policy as there is only one sign in the store referring to refunds or exchanges with 15 days, although it says 7 on their receipt. She said she did not have a store policy in the store, things got a little heated, and it was suggested that the [redacted] makes up rules as she wants to as one employee was willing to sell me the ring for $1,799 and yet she was not. We asked to see her policy and procedures and was told they would be e mailed to us yesterday night or sometime today, as of yet I have not received them. We would like the outcome of this to either be a full cash refund or the price in the show case if the price we pay for a ring, not a bait and switch which is what we feel is abviously happening hereDesired Settlement: We would like the outcome of this to either be a full cash refund or the ring price in the SHOW CASE is the price we pay for a ring, not a bait and switch which seems is happening here.

Business

Response:

The customer came in without a warranty receipt and was

charged because there was no proof of purchase, once she showed the receipt the

amount was refunded. Diamond Expressions offered to repair the ring again when

the diamond came out again, the customer refused to get it fixed. She wanted to

get it exchanged, and she was provided the full explanation of how the exchange

policy works and she was fine with it.

The warranty clearly states that the warranty is void if

another jeweler performs repair on our merchandise, this was shown to the

customer in writing and she acknowledged it. The term of the warranty also

states that after 3 repairs have been completed on the product for the same

defect we may replace it. In this case the customer got the engagement ring and the

wedding band separated from another jeweler, hence we do not take responsibility

of the second lost diamond.

To accommodate the customer we are willing to exchange the

ring and give her full credit for the ring she purchased even after the

warranty has been void. We can not give her the money back as she has had the

ring for over a year.

After the heated argument the customer and her husband left

the store and was promised an email with the policy and procedures later that

night, but within the next 10 mins after leaving the store the customer was

back and ready to get whatever she can get. Hence the policy was not sent

because that meant the customer was OK with the explanation she received. The

customer was left a voice mail the following day by the [redacted] inquiring what

was the item she had come back to get, the customer did not return the call.

Diamond Expressions back all our merchandise for the authenticity of the metal.

Review: On 2/4/16 I purchased 3 rings from Diamond Expressions totaling almost $300. One ring with a square shape diamond I paid $79 + resizing fee (receipt #121384). Two weeks later I noticed the diamond shape had fell off, which was only my second time wearing the ring. I returned to the store on 2/17 spoke with the sales clerk who sold me the ring. She said the manager is the only one with authority to refund or replace the purchase but she's been out sick since January. I left my contact information for the manager to call and today I still have not heard from the manager. I also returned to the store on 3/12 spoke with the same sales clerk who told me the same thing (manager out sick) and my contact information from 2/17 was still on the board. Twice I offered to take a product of lesser cost as an even trade but I am very dissatisfied with this company and their product.Desired Settlement: exchange ring for another product of equal value or less.