Harry Ritchie's Jewelers

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 store. I 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]

On 2/10/2016 Mr. [redacted] approached [redacted] 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. [redacted]. 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 set. The associate told Mr. [redacted] there is a matching ring available if he wanted. He was not interested in spending more than the $99.  Later that day his girlfriend called and requested the ring at no cost. I apologized for his confusion, and could set the ring aside if they wanted to purchase it for the $99 as well.  She refused, and said she would return the necklace. They came in on 2/11 and we gladly returned the product for full purchase price.Please call me if you have any further questions. 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 normal 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 4 prongs which would come to approx. $350 as prongs were not covered under the care plan.  
We have given the guest three options:
 # 1.  Exchange the damaged ring for a brand new version of her current ring, pay the $400 difference and we will re-instate her care plan
 #2.  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 $350 charge 
 #3.  Use the $1999 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 $1999 price.
We hope these options can help make a more satisfied guest. 
Thank you, 
[redacted]

Mr. and Mrs. [redacted] purchased the ring in dispute on 2/10/11, not November 2013 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, 2015 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 $2400.  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]

Hello
I wanted to let you know that after two phone call attempts from Becca G[redacted] who is Harry Ritchey Credit and Law Speacialist. The issue with my ring, Warranty and repair has been resolved. I have been sent a letter indicating that my ring will still have a lifetime warranty. I 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
[redacted]

This complaint was inadvertently overlooked due to misdirection of the original message. Please be advised that we will make every effort to reach out to this guest and resolve this matter in a timely fashion. You may direct all future questions and concerns to [redacted]@harryritchies.com, or you...

may call our office at [redacted]

Review: My son-in-law bought what he was told was white gold, it is not is it cheap sterling. My daughter has only had it a few months and it has cracked 2 times and tarnishes within a few days, it looks terrible. They say it is my daughters fault it must be something in her system that turns this ring into trash. They cant explain why it cracks, they sized it and it looks like a 2 year old did it, think and thin but they say you can never make a sized ring look nice. Please help!!Desired Settlement: We would like a full refund of the purchase price.

Business

Response:

We would really love to help and get this resolved, but we will need more information. What was the date of purchase? What is the name of the purchaser? As soon as we receive this information we can hopefully come to a satisfaction resolution.

Consumer

Response:

This is the additional information that was requested from the business. Purchaser was [redacted], that purchase was made at the store in Redding Calif. on 4/21/2014. It was several months before the ring was given to my daughter and problems started with the ring almost immediately. Thank you, [redacted]

Business

Response:

[redacted] is not the purchaser/customer, we need to speak with [redacted]. Please have him call us at ###-###-####. Thank you.