Mrand Mrs [redacted] purchased the ring in dispute on 2/10/11, not November as claimed At the time of purchase they also purchased a service and repair plan which offers diamond replacement as long as the ring is cleaned and inspected at least every four months This ring has not been in for inspection Mrs [redacted] brought her damaged ring in on November 1st, to see about having it repaired The center diamond was missing, one of the prongs was completely broken off and the others were damaged We sent the ring to the original vendor to see about repairing and after several weeks they came to the conclusion that the ring has been damaged beyond repair There had not been communication between our store and the vendor until that point, so we did believe that the Mrs [redacted] 's ring was being processed for repair I notified Mrs [redacted] that the ring is unable to be repaired, however we would be happy to give here the price she paid for that ring toward a new ring of $1999, not a credit on her account Mrs [redacted] said she just wanted a new version of her ring, which is now $ Mrs [redacted] would be responsible for the difference in price as we were already giving her full value of price paid, even though they had not maintained any conditions of their service plan I have attached a copy of the terms for Mrs [redacted] 's service plan If you have any questions please give me a call Thank you, [redacted]
I am responding to the rejection stating that the ring was not missing a prong and that it was a lie I have attached pictures of the damaged ring to show that there indeed is a missing prong and the remaining three prongs are worn past repair due to the fact that the prongs "head" is part of a solid cast mold when made I'm sorry Mrs [redacted] feels she was not informed of the servicing of her ring when they purchased it We have a mandated script we follow when selling the care plan and do our best to provide the information in a simple yet effective way We do not have a separate signature area for accepting the terms of our care plan It is assumed you take full responsibility for payment and care of your ring when you sign the receipt for the purchase Our plan clearly states that head settings (prongs) are excluded in coverage With regret there was poor communication between our corporate office and the guest The store was unaware of the length of time it would take to get the ring repaired or in this case notified it was beyond repair We initially offered Mrs [redacted] full price paid toward a purchase of a new ring even though this ring essentially has no value in it's current state Even if the ring was repairable the guest would still be responsible for the out of pocket expenses to rebuild all prongs which would come to approx$as prongs were not covered under the care plan We have given the guest three options: # Exchange the damaged ring for a brand new version of her current ring, pay the $difference and we will re-instate her care plan # Send her current ring to a custom goldsmith to see if they are able to fabricate new prongs on the ring, we will supply the diamond and the customer will be responsible for the $charge # Use the $price paid value toward the purchase of another ring entirely, a new care plan would have to be purchased if they choose to do so, unless the entire exchange with care plan is within the $price We hope these options can help make a more satisfied guest Thank you, [redacted]
I was told by corporate that the were no pictures taken when the ring was originally brought in, to the Coeur d'Alene store in November 2015, and that the pictures were taken after I left the storeI honestly regret not taking pictures, as there were no prongs missing when I brought it in [redacted] Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
I was told by corporate that the were no pictures taken when the ring was originally brought in, to the Coeur d'Alene store in November 2015, and that the pictures were taken after I left the storeI honestly regret not taking pictures, as there were no prongs missing when I brought it in.
*** **
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Complaint: ***I am rejecting this response because: The ring was not brought in with a prong broken, that is not trueWe were never informed about the servicing of the ring when the plan was originally purchasedYes the ring was purchased in 2011, I apologize for having the wrong date I was told for over months that the ring would be ready and repaired any day then after months was told that the jeweler/vendor had been lying and giving corporate office the "run around" and also told my ring was "dead"I was also promised that I would be taken care of, and that this company would make sure I would be a " satisfied customer " when everything was all said and doneThis is definitely not true! I feel very lead on about my wedding ring that I've had for years, and felt lied to the entire months is was supposedly being " repaired" I either want my full refund cashed out, $credit to my account to make up for the ring that can't be replaced, being how the misinformation that was told to me over the month period, or the ring replaced without having to pay a penny out of pocket, since that was the original reason I purchased that insurance (to have my wedding ring fully protected)If this company isn't going to repair for certain reasons, like not getting cleaned, etc then you are legally obligated to provide this information to the customer at the time the insurance is purchased, otherwise the insurance is considered bait & switch, which is fraud!
This whole situation has been very traumatizing emotionally to me, and it's a bummer because the customers reps and workers at this Coeur d'Alene store are fantastic and amazing customer service reps, but because of this issue I will never shop here again and I have talked to several people that have had similar issues where this company does not follow through with their end of insurance policyThis is so emotionally sad and traumatic to go through all this trouble when I purchased my ring give years agoI have talked to an attorney who stated if this is such a big deal and not going to follow through with the insurance, that I should've signed something upon purchase and absolutely should have been informed, when in fact I was not.Sincerely,*** ***
Mrand Mrs*** purchased the ring in dispute on 2/10/11, not November as claimed At the time of purchase they also purchased a service and repair plan which offers diamond replacement as long as the ring is cleaned and inspected at least every four months This ring has
not been in for inspection
Mrs*** brought her damaged ring in on November 1st, to see about having it repaired The center diamond was missing, one of the prongs was completely broken off and the others were damaged We sent the ring to the original vendor to see about repairing and after several weeks they came to the conclusion that the ring has been damaged beyond repair There had not been communication between our store and the vendor until that point, so we did believe that the Mrs***'s ring was being processed for repair I notified Mrs*** that the ring is unable to be repaired, however we would be happy to give here the price she paid for that ring toward a new ring of $1999, not a credit on her account Mrs*** said she just wanted a new version of her ring, which is now $ Mrs*** would be responsible for the difference in price as we were already giving her full value of price paid, even though they had not maintained any conditions of their service plan
I have attached a copy of the terms for Mrs***'s service plan If you have any questions please give me a call.
Thank you,
*** ***
This complaint was inadvertently overlooked due to misdirection of the original messagePlease be advised that we will make every effort to reach out to this guest and resolve this matter in a timely fashionYou may direct all future questions and concerns to ***@harryritchies.com, or you
may call our office at *** ***
I am responding to the rejection stating that the ring was not missing a prong and that it was a lie I have attached pictures of the damaged ring to show that there indeed is a missing prong and the remaining three prongs are worn past repair due to the fact that the prongs "head" is part of a solid cast mold when made I'm sorry Mrs*** feels she was not informed of the servicing of her ring when they purchased it We have a mandated script we follow when selling the care plan and do our best to provide the information in a simple yet effective way We do not have a separate signature area for accepting the terms of our care plan It is assumed you take full responsibility for payment and care of your ring when you sign the receipt for the purchase Our plan clearly states that head settings (prongs) are excluded in coverage.
With regret there was poor communication between our corporate office and the guest. The store was unaware of the length of time it would take to get the ring repaired or in this case notified it was beyond repair We initially offered Mrs*** full price paid toward a purchase of a new ring even though this ring essentially has no value in it's current state Even if the ring was repairable the guest would still be responsible for the out of pocket expenses to rebuild all prongs which would come to approx$as prongs were not covered under the care plan
We have given the guest three options:
# Exchange the damaged ring for a brand new version of her current ring, pay the $difference and we will re-instate her care plan
# Send her current ring to a custom goldsmith to see if they are able to fabricate new prongs on the ring, we will supply the diamond and the customer will be responsible for the $charge
# Use the $price paid value toward the purchase of another ring entirely, a new care plan would have to be purchased if they choose to do so, unless the entire exchange with care plan is within the $price
We hope these options can help make a more satisfied guest.
Thank you,
*** ***
On 2/10/Mr*** approached *** with our current catalog featuring a double heart pendant on sale for $99, the ring he is referring to is not featured in our mailer and was not requested by Mr***. As you will find in the attachment only the necklace is shown We had a
matching ring shown on display in store with this necklace, they were tagged separately as they are not sold as a setThe associate told Mr*** there is a matching ring available if he wantedHe was not interested in spending more than the $ Later that day his girlfriend called and requested the ring at no costI apologized for his confusion, and could set the ring aside if they wanted to purchase it for the $as well She refused, and said she would return the necklaceThey came in on 2/and we gladly returned the product for full purchase price.Please call me if you have any further questions. Thank you,***
Hello
I wanted to let you know that after two phone call attempts from Becca G*** who is Harry Ritchey Credit and Law SpeacialistThe issue with my ring, Warranty and repair has been resolvedI have been sent a letter indicating that my ring will still have a lifetime warrantyI will be picking
up my ring later this week, Becca has also called the store to inform them
It is however sad that I had to submit two complaints against the company in order to get my due justice, one with Revdex.com and then Department of Justice
Thank you for being there for me
Respectfully
*** ***-***
Mrand Mrs [redacted] purchased the ring in dispute on 2/10/11, not November as claimed At the time of purchase they also purchased a service and repair plan which offers diamond replacement as long as the ring is cleaned and inspected at least every four months This ring has not been in for inspection Mrs [redacted] brought her damaged ring in on November 1st, to see about having it repaired The center diamond was missing, one of the prongs was completely broken off and the others were damaged We sent the ring to the original vendor to see about repairing and after several weeks they came to the conclusion that the ring has been damaged beyond repair There had not been communication between our store and the vendor until that point, so we did believe that the Mrs [redacted] 's ring was being processed for repair I notified Mrs [redacted] that the ring is unable to be repaired, however we would be happy to give here the price she paid for that ring toward a new ring of $1999, not a credit on her account Mrs [redacted] said she just wanted a new version of her ring, which is now $ Mrs [redacted] would be responsible for the difference in price as we were already giving her full value of price paid, even though they had not maintained any conditions of their service plan I have attached a copy of the terms for Mrs [redacted] 's service plan If you have any questions please give me a call Thank you, [redacted]
I am responding to the rejection stating that the ring was not missing a prong and that it was a lie I have attached pictures of the damaged ring to show that there indeed is a missing prong and the remaining three prongs are worn past repair due to the fact that the prongs "head" is part of a solid cast mold when made I'm sorry Mrs [redacted] feels she was not informed of the servicing of her ring when they purchased it We have a mandated script we follow when selling the care plan and do our best to provide the information in a simple yet effective way We do not have a separate signature area for accepting the terms of our care plan It is assumed you take full responsibility for payment and care of your ring when you sign the receipt for the purchase Our plan clearly states that head settings (prongs) are excluded in coverage With regret there was poor communication between our corporate office and the guest The store was unaware of the length of time it would take to get the ring repaired or in this case notified it was beyond repair We initially offered Mrs [redacted] full price paid toward a purchase of a new ring even though this ring essentially has no value in it's current state Even if the ring was repairable the guest would still be responsible for the out of pocket expenses to rebuild all prongs which would come to approx$as prongs were not covered under the care plan We have given the guest three options: # Exchange the damaged ring for a brand new version of her current ring, pay the $difference and we will re-instate her care plan # Send her current ring to a custom goldsmith to see if they are able to fabricate new prongs on the ring, we will supply the diamond and the customer will be responsible for the $charge # Use the $price paid value toward the purchase of another ring entirely, a new care plan would have to be purchased if they choose to do so, unless the entire exchange with care plan is within the $price We hope these options can help make a more satisfied guest Thank you, [redacted]
I was told by corporate that the were no pictures taken when the ring was originally brought in, to the Coeur d'Alene store in November 2015, and that the pictures were taken after I left the storeI honestly regret not taking pictures, as there were no prongs missing when I brought it in [redacted] Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
I was told by corporate that the were no pictures taken when the ring was originally brought in, to the Coeur d'Alene store in November 2015, and that the pictures were taken after I left the storeI honestly regret not taking pictures, as there were no prongs missing when I brought it in.
*** **
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Complaint: ***I am rejecting this response because: The ring was not brought in with a prong broken, that is not trueWe were never informed about the servicing of the ring when the plan was originally purchasedYes the ring was purchased in 2011, I apologize for having the wrong date I was told for over months that the ring would be ready and repaired any day then after months was told that the jeweler/vendor had been lying and giving corporate office the "run around" and also told my ring was "dead"I was also promised that I would be taken care of, and that this company would make sure I would be a " satisfied customer " when everything was all said and doneThis is definitely not true! I feel very lead on about my wedding ring that I've had for years, and felt lied to the entire months is was supposedly being " repaired" I either want my full refund cashed out, $credit to my account to make up for the ring that can't be replaced, being how the misinformation that was told to me over the month period, or the ring replaced without having to pay a penny out of pocket, since that was the original reason I purchased that insurance (to have my wedding ring fully protected)If this company isn't going to repair for certain reasons, like not getting cleaned, etc then you are legally obligated to provide this information to the customer at the time the insurance is purchased, otherwise the insurance is considered bait & switch, which is fraud!
This whole situation has been very traumatizing emotionally to me, and it's a bummer because the customers reps and workers at this Coeur d'Alene store are fantastic and amazing customer service reps, but because of this issue I will never shop here again and I have talked to several people that have had similar issues where this company does not follow through with their end of insurance policyThis is so emotionally sad and traumatic to go through all this trouble when I purchased my ring give years agoI have talked to an attorney who stated if this is such a big deal and not going to follow through with the insurance, that I should've signed something upon purchase and absolutely should have been informed, when in fact I was not.Sincerely,*** ***
Mrand Mrs*** purchased the ring in dispute on 2/10/11, not November as claimed At the time of purchase they also purchased a service and repair plan which offers diamond replacement as long as the ring is cleaned and inspected at least every four months This ring has
not been in for inspection
Mrs*** brought her damaged ring in on November 1st, to see about having it repaired The center diamond was missing, one of the prongs was completely broken off and the others were damaged We sent the ring to the original vendor to see about repairing and after several weeks they came to the conclusion that the ring has been damaged beyond repair There had not been communication between our store and the vendor until that point, so we did believe that the Mrs***'s ring was being processed for repair I notified Mrs*** that the ring is unable to be repaired, however we would be happy to give here the price she paid for that ring toward a new ring of $1999, not a credit on her account Mrs*** said she just wanted a new version of her ring, which is now $ Mrs*** would be responsible for the difference in price as we were already giving her full value of price paid, even though they had not maintained any conditions of their service plan
I have attached a copy of the terms for Mrs***'s service plan If you have any questions please give me a call.
Thank you,
*** ***
This complaint was inadvertently overlooked due to misdirection of the original messagePlease be advised that we will make every effort to reach out to this guest and resolve this matter in a timely fashionYou may direct all future questions and concerns to ***@harryritchies.com, or you
may call our office at *** ***
I am responding to the rejection stating that the ring was not missing a prong and that it was a lie I have attached pictures of the damaged ring to show that there indeed is a missing prong and the remaining three prongs are worn past repair due to the fact that the prongs "head" is part of a solid cast mold when made I'm sorry Mrs*** feels she was not informed of the servicing of her ring when they purchased it We have a mandated script we follow when selling the care plan and do our best to provide the information in a simple yet effective way We do not have a separate signature area for accepting the terms of our care plan It is assumed you take full responsibility for payment and care of your ring when you sign the receipt for the purchase Our plan clearly states that head settings (prongs) are excluded in coverage.
With regret there was poor communication between our corporate office and the guest. The store was unaware of the length of time it would take to get the ring repaired or in this case notified it was beyond repair We initially offered Mrs*** full price paid toward a purchase of a new ring even though this ring essentially has no value in it's current state Even if the ring was repairable the guest would still be responsible for the out of pocket expenses to rebuild all prongs which would come to approx$as prongs were not covered under the care plan
We have given the guest three options:
# Exchange the damaged ring for a brand new version of her current ring, pay the $difference and we will re-instate her care plan
# Send her current ring to a custom goldsmith to see if they are able to fabricate new prongs on the ring, we will supply the diamond and the customer will be responsible for the $charge
# Use the $price paid value toward the purchase of another ring entirely, a new care plan would have to be purchased if they choose to do so, unless the entire exchange with care plan is within the $price
We hope these options can help make a more satisfied guest.
Thank you,
*** ***
On 2/10/Mr*** approached *** with our current catalog featuring a double heart pendant on sale for $99, the ring he is referring to is not featured in our mailer and was not requested by Mr***. As you will find in the attachment only the necklace is shown We had a
matching ring shown on display in store with this necklace, they were tagged separately as they are not sold as a setThe associate told Mr*** there is a matching ring available if he wantedHe was not interested in spending more than the $ Later that day his girlfriend called and requested the ring at no costI apologized for his confusion, and could set the ring aside if they wanted to purchase it for the $as well She refused, and said she would return the necklaceThey came in on 2/and we gladly returned the product for full purchase price.Please call me if you have any further questions. Thank you,***
Hello
I wanted to let you know that after two phone call attempts from Becca G*** who is Harry Ritchey Credit and Law SpeacialistThe issue with my ring, Warranty and repair has been resolvedI have been sent a letter indicating that my ring will still have a lifetime warrantyI will be picking
up my ring later this week, Becca has also called the store to inform them
It is however sad that I had to submit two complaints against the company in order to get my due justice, one with Revdex.com and then Department of Justice
Thank you for being there for me
Respectfully
*** ***-***