Good Old Gold, Inc.

Review: I purchased my wife's engagement ring from Good Old Gold in 2005, and gave my wife the ring in early 2006. The ring was not long after joined by another ring (wedding band). Each ring is platinum. However, the ring purchased from Good Old Gold is now incredibly mis-shapen. This ring spent the entire duration of it's use on my wife's finger next to her wedding band. Her wedding band, being of similar weight, shows no signs of shape issues, while the engagement ring purchased from Good Old Gold looks nearly rectangular.

I went to Good Old Gold this weekend and spoke to a nice lady named [redacted]. She advised that this sort of warping was not common, but if she used her hands a lot, it could happen. My wife is a teacher, and again, the ring on the same finger next to it for over 6 years has no issues or signs of warping.

When I asked for a resolution, I was given 3 possible resolutions, with the most affordable being 'repair' in excess of $450. This repair was to include removing the stone, replacing the mount, cleaning, and reshaping the ring. This, all because the ring that I purchased from them became warped. A ring of platinum, which is sold at a premium as it should not be subject to such issues, and certainly not so early in it's life span. My wife doesn't even persistently hold a pen in this hand, she's a righty... So to suggest that use would cause this issue is absurd.Desired Settlement: I would like for Good Old Gold to accept the ring for repair and provide a significantly more reasonable repair service to address only the issue that I brought the ring in for in the first place. If they do not wish to, I would like all to know that the products that they sell are subject to this sort of warping through something that can't even be considered to be as regular as 'normal' use, light use at best.

To have spent over $3500 on a ring, and to have been sold on it's durability in the first place, then to be told that a repair will cost me 1/7 it's total value for something that shouldn't have happened in the first place is bad business.

Business

Response:

I received Complaint ID#[redacted]. We at Good Old Gold have high standards and pride ourselves on our customer service, as we always view our reputation as our number one concern.

The customer in the complaint brought into our store a ring that was purchased 8 1/2 years ago, in 2005. He acknowledged in the complaint that his wife has been wearing the ring constantly since he gave it to her in early 2006.

We have the original invoice for the purchase of a diamond in a mounting. The mounting cost $600 in 2005. The cost of the repair was quoted as $450 to repair the mounting and reset the center diamond. That same mounting today would be sold for $1,100, as the cost of precious metals is much higher today than in 2005. If this problem had been the result of a manufacturing defect, it would have been noted.

We have a professional quality control person on staff who has the original sales receipt with pictures of the ring as it left the store. In his professional opinion, the state of the ring today is the result of wear and tear and not defective merchandise on the part of Good Old Gold or our suppliers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The business restated that this is a result of normal wear. If this were the case, my wife's wedding band, also platinum, also 8 years old, would show the same wear. Otherwise, a platinum ring that I paid only $1000 for, is by Good Old Gold's own admission of higher quality than the ring I paid them more for. There is absolutely no reason with 2 rings on the same finger for the same amount of time, that one would warp requiring a $450 repair and one would not. I'd be happy to bring both in for review, regardless, the assessment that this ring is warped from wear and tear is absurd and unacceptable. I refuse to close this case unless Good Old Gold can acknowledge that fact and provide a factual reason for it. 2 rings, 1 finger, 1 bent lopsided, the other fine. Ridiculous.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Concerning ID #[redacted] came to my store, Good Old Gold, on March *, 2014. He showed the ring in question to my jeweler. [redacted] told my jeweler that he only wanted the shank repaired. He didn't want the diamond touched, but did acknowledge that the prongs were pulled out and the stone slanted and in danger of coming out. The jeweler discussed with [redacted] how the whole ring was compromised, and warned him that his wife needs to be careful with it, as the diamond could become looser. This conversation was witnessed by the manager of the Diamond Deptartment. Please see the attached pictures of the ring before and after being repaired. Good Old Gold gave [redacted] the price of $150 to fix the ring, with which [redacted] was pleased. The ring has been repaired, but as of this date he has not been back to the store to pay for and pick up the ring.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I would like to add however, that at no point in this process did I feel like the business was doing anything but playing defense. At no point did they come to the table and attempt to treat me as a valued customer, only someone that was causing trouble and they would only do what was necessary to make me go away. I did not at any time during this process make any unreasonable demands or make any statements accusing that Good Old Gold broke my wife's ring. I was talked down to and made to feel as a burden. I work at a company that services customers 24 hours a day, 7 days a week. While I do not work directly with customers currently, I did for many many years. What I have always attempted to do, succeeding or not, when working with a customer, was to ensure that they are valued and while the problem is important, getting them to the solution and making them happy was always the chief concern. Maybe next time a customer comes to Good Old Gold with a complaint similar to mine, the business will take this to heart and treat the customer like they are a person with a problem over a piece of jewelery that they or someone they love cares about deeply. Maybe they do now and mine was a one off experience, but I can honestly say, between the state of my wife's ring in the first place that I will no longer argue about how it came to be that way (because GoG doesn't care to hear it anyway), the experience I just went through to give the store money to fix a problem I came to them with over a month ago now, and a scolding message for not picking up a ring 5 days ago when the business closes at 6 daily, I work, and they were closed Sunday and Monday, I will not give them further business, and I will absolutely not recommend anyone use them for anything.

I appreciate the repaired state of the ring, they did a good job. Thank you for that Good Old Gold. Though, for as established, accredited and touted a business as Good Old Gold states to be, maybe it's time to be more mature in your customer interactions.

Sincerely,