Diamond House

This letter is in response to the complaint made by *** *** regarding the Diamond HouseWe believe that Ms***n is not being entirely truthful in regards to her complaint, and we feel that we have gone above and beyond to make *** happyMuch of ***'s complaint seems to be taken out
of context.•*** came in to our store on February 20, 2017, stating that she had taken it to a jeweler in Canada, where she also resides, and that the jeweler there had stated that her diamond was loose and that they did not feel comfortable working on it*** resides in Florence and did not want to leave the ring, so we tried to tighten her diamond on a rush basis*** 's ring is platinum and platinum is a difficult metal to work with*** picked up the ring and drove back to FlorenceOnce she was home, she called stating that the diamond appeared to be crookedWe asked her if she could bring it back and leave it, so that our jeweler could have time to work on it, and not be rushed.*** returned to the store on March 6th, to drop off the ringAt the time that *** dropped the ring off and it was dete1nlined that the head needed to be replaced, *** stated in fi:"ont of employees, Josh Van Wienen (sales associate), Betty Bell (owner) and Miguel Ueweler), she wanted the diamond set lowTo make *** happy and under the impression that the ring had not been worked on by another jeweler , we did the repair at no charge, because we offer a very generous warranty*** did not want to drive back to pick up the ring, so she was told that there would be a charge to ship it back to her.Prior to shipping the ring back to her, she wanted us to send pictures of the repairLaurie emailed the pictures at 2:pm, phoned *** to process the credit card charges for shipping, packaged the *** box, and proceeded to take the package to *** did not respond to Laurie 's email until4:pm, and the package was already gone at that point.The repairs were completed at no charge; we shipped the ring back to her on March 21stWe never ship rings without asking for an adult signature, so we were very surprised, when *** called stating that *** left the package with no signatureWe ship several packages a week via ***, and we have never experienced this problem in the pastIt was only when *** complained that we discovered a glitch with the online processing with *** This is not something that we could have controlledWhile it is unfortunate , and we apologized for the mistake, we assured ***, that her ring was covered by our insurance the entire time

I am currently out of the country and just received this outrageous response from the DH. I wish to keep this file open and respond more appropriately when it is possible in the next week. Thank you.

We truly have gone above and beyond to make Dona happy.  We are sorry that she is not, but we will not be reimbursing her any money.  She had other options with us, but was not willing to drive to Scottsdale from Florence.