Going Places Travel

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ We have resolved the situation with the customer and we apologize for any confusion that caused an inaccurate price for the diamondThe customer has purchased the rings and left the store happy with the resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate their diligence in getting the matter resolved as quickly as possibleI'll be a returning customer in-spite of the way this particular transaction started off it, it ended with mutual satisfaction

As I had said in the original complaint, the Shane Costaff was superb and has always given the best customer service and I will continue to refer people to them! [redacted] was instrumental at helping us! Could not be more satisfied with the outcome! Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me

After going through proper channels and procedures, we were able to able to replace the diamond under warranty for this customer

Initial Business Response /* (1000, 5, 2015/07/06) */
We have resolved the situation with the customer and we apologize for any confusion that caused an inaccurate price for the diamond. The customer has purchased the rings and left the store happy with the resolution.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate their diligence in getting the matter resolved as quickly as possible. I'll be a returning customer in-spite of the way this particular transaction started off it, it ended with mutual satisfaction.

As I had said in the original complaint, the Shane Co. staff was superb and has always given the best customer service and I will continue to refer people to...

them!  [redacted] was instrumental at helping us!  Could not be more satisfied with the outcome!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/09/18) */
After assessing the value of the diamond, which was purchased from an outside company, we did not feel comfortable setting this diamond into the ring. We felt that this was creating a disservice to the customer for if anything every happened to...

the diamond, it would not be covered by our warranty.

Initial Business Response /* (1000, 5, 2015/04/30) */
It is correct that our company does not reimburse shipments from our customer to our stores but we do pay for the shipping from our stores to the customer. As for the warranty, we pride ourselves on providing a Free Lifetime Warranty which...

covers labor, services and repairs but it does require our customers to bring in or send in their jewelry for "clean and checks" every 6 months. If any damage happens after the 6 months, the cost of any repair, service, or labor is then covered by the owner. However, once a customer comes back for a clean and check, even if it's been past 6 months, the warranty will be reinstated. We understand that life get busy and that some of our customers do not live close enough to drive to a store which is why we offer a ship-in option for the clean and check. However, it is the customers responsibility to submit their jewelry to us every 6 months in order for the Free Lifetime Warranty to remain current. Therefore, we will not be reimbursing the shipping cost of $37.83. As for the lost charm, as the bracelet was not inspected within the 6 month period, the replacement of the charm is not covered by the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't why ShaneCo keeps telling me that it's not their policy to pay the shipping from me to their store. I did not complain to them not to Revdex.com whether their policy or not. I made my complain, requesting them to reimburse my shipment cost, because they did several times in the past 6 years. Why they reimbursed my shipments in the past years (about 6 time) and not now? I shipped my jewelry (my bracelet several times and my pearl earrings once) for exactly the same reason and they offered to reimburse my shipment, no questions ask. I want to know what has changed? They already told me that their policies are the same as before. Doesn't their previous acts create a sample and set expectations for their future acts?
Meanwhile, I'd like to bring Revdex.com's attention that their Certified Appraisal cites: " We recommend a six-month inspection for the jewelry describe below. We will either repair or replace any item found to be defective. WE guarantee for life, for free, all merchandise made of gold, platinum, ....". In nowhere in this letter I see that if I don't bring my jewelry for inspection every 6 months, and there is a problem with it, I am responsible of paying it out of my pocket. I'm attaching the copy of this letter.
Once again, I am not asking ShaneCo to change their policies, neither I am questioning their existence. I am questioning,
1) Why my shipment costs were reimbursed for the past 6 years, several times?
2) Why my lost earring was replaced in the past, and not my charm now, when obviously the charm itself broke, because its hook is still attached to my bracelet.
3) Is this practice because we denied purchasing a replacement charm, since we haven't budgeted for it last month?