Fas Gas Willow Park Service #20148

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:He is asking for an appraisal that was already sent, it was included in my original complaint
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

We are sorry to hear about this customers experience We believe that we sold her a true tanzanite stone The appraisal was late getting to her as we had computer issues in the store that took a while to get fixed We still believe that we sold the customer a tanzanite ring
appraised at $4, We would like to see a written appraisal from a certified GIA appraiser showing that they believe it is isolate and not tanzanite If we receive this appraisal and it turns out that it is isolate and not tanzanite, we will refund the customer their money We have been in business a long time and have a good business reputation Please have the appraisal include a picture, size and measurements to be able to match it against what we show we sent her

Tell us why heWe would like to apologize once again and would really like to resolve this issue and make all well. We would like to propose another solutionAnother solution being we could exchange the diamond for another diamond of better quality and cut but it would the same size as your diamond. Also, we would include the diamonds EGL USA Certificate, Diamond SI- G color

Once again we would like to apologize for the inconvenience and experience the customer is having with us.  We truly believe that we sold her a true Tanzanite ring, as the customer believed as well.  We would like to gladly refund the customers money once we receive the ring in the mail. Regards,Turquoise Trail, Santa Fe, NM

Complaint: [redacted]
I am rejecting this response because:I did pay $400 difference for the larger diamond the day we ordered the ring.I still consider this diamond of poor quality, cut and color. I mentioned in my first letter it is off cut and did not appraise. I would hope this report is made aware of by future Tourquoise Trail customers.
Regards,
[redacted]l [redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

To whom it may concern: In response to the letter received on your behalf, we would like to explain that we have been in business for many years and have accumulated many very satisfied customers over the years. We sincerely do apologize for inconvenience but there are also many factors that...

need to be explained on our behalf. Mrs. [redacted] did visit us in June of this year and did purchase a custom ring specifically designed for her. She was walked through the process step by step from the size and width of the ring to specifically choosing and inspecting for herself the size and cut of diamond. She was informed that the original diamond displayed was .72ct/ Marquise cut. Mrs. [redacted] did explain to us that she felt the diamond was a bit small to her liking so we showed her the exact diamond that is placed on her ring which is .82ct/ Marquise cut. Mrs. [redacted] properly inspected the diamond herself and was satisfied with her decision on purchasing that very diamond. We did not charge her for the carat difference or the custom alterations to the ring but the price Mrs, [redacted] paid was not for the diamond alone but to recreate the ring custom to her needs and desires. Moving forward, we did receive a response from her after receiving her custom ring stating that she was very pleased and satisfied with her decisions. We did everything on our part to keep her satisfied and confident in her decisions. She did call us later in the year to inform us that once again she felt the diamond was too small for the ring and requested a lct diamond. We understood her request but did inform her that we would have to charge her. Mrs. [redacted] was very displeased with our response. We would like to continue to satisfy her needs and are pleased she is happy with the setting but the agreement was a 14k Yellow Gold ring with Turquoise and Opal inlay stones, with center .82ct/ Marquise Diamond. Regards, Adam Turquoise Trail Jewelry 228 Old Santa Fe Trail Santa Fe. NM 87501