Unfortunately, parts of the dealership's protocol prevented the customer from getting service in the order that she requested, and for that, we apologizeOur previous response was an attempt to explain exactly what happened as it relates to the transference of information in the case of a co-signerThe intention, of course, was not to incense her further and at no time do we seek to make an enemy of a potential customer
Re: the matter of sales associate whom she believed to be a manager: The customer was working with *** (a brand new associate) when *** (a senior associate) offered her assistance as she was walking by and saw *** working on an applicationBoth *** and *** were interviewed separately but agree that at no point did *** tell the customer that she was a manager, but, in fact, reports that Toya clearly identified herself as an associateAs management was not present during the interaction, we can neither confirm nor deny that the events did or did not occur in this way; however, we sincerely apologize for any misunderstanding, but would like to assure the customer that the sales staff was only attempting to assist our newest members to ensure the best possible experience, rather than intentionally misleading the customer.
Again, we hope that Ms*** will consider accepting our sincerest apology for her poor experience and we wish her the best in her next car buying experience
Revdex.com, Inc.
Complaint-case ID #***
Response from American Diamond Exchange, Inc.:
The following response has been prepared from factual information evidenced in the business
documents and notes that have been compiled pertaining to this matterThere are
two
employees of American Diamond Exchange (***) that have had the most direct interaction
and communications with both Mr*** *** and his wife ***; their names are ***
and ***
During the week prior to this past Christmas 2014, both *** and *** came into ***
seeking to discuss designing a ring; *** had two different large diamonds and several rings
with additional smaller diamonds that she considered including*** personally spoke to both
of themCustom jewelry design has been an in-house specialty service offered by *** for
more than years, so after listening to their ideas and requests, *** suggested that they
return after Christmas so they could meet with ***, a *** and a custom design expertIt
was explained to them that *** had several more custom jobs that had to be finished before
Christmas and it would benefit them to return after the holidays so *** could spend what ever
time was needed to discuss a new design for them*** and *** were shown many
finished jewelry pieces in the showcases that *** had designed and hand madeThey agreed
with enthusiasm to return after the holidays and left excited after the initial meeting.
On Saturday 4/11/15, both *** and *** returned with their items to meet with ***
met with them both first and then briefed *** on their requests and introduced them both to ***
in our *** ShopAfter speaking with *** and *** in the shop, *** took them both
out to the showroom to view some different semi-mount optionsAfter getting an idea of
***'s personal taste, they returned to the shop and started a multi-hour design session
*** had a few different ideas, and eventually focused on having *** redesign a wedding
band insert to include additional segments, and build one of her larger diamonds into the center
The entire design was sketched out, all of the elements were decided upon and then priced out
*** asked many questions to make sure she fully understood what the final design would
look likeAfter spending considerable time on this design, she inquired about perhaps making a
simpler, spiral-type bypass ring*** sketched this design out as well, and it was mutually
agreed by ***, ***, and *** that this second design was not as nice as the first design
and would not provide the desired effect*** really liked the first design, and said he didn't feel
*** would be happy with the second design; given his personal experience with custom
design and providing custom woodwork for people, she accepted his opinion.
At NO point during the design consultation did *** say that she didn't like the designAt NO
point did *** say she felt pressured into the decisionShe did ask if she was taking too
much time to decide, and *** assured her we would take all the time she needed***
made her own decision, which was clearly evidenced by her multiple offerings of thanks to ***
for taking so much time with them*** specifically said that, though she sometimes had
trouble trusting people, after having seen ***'s work and dealing with her for two hours in the
design process, she trusted *** in the fullest, and was confident in her abilities.
*** states that her card was charged for the deposit, but it was in fact her husband's credit
cardThis means, for ***'s complaint to be true, *** would have had to coerce both
*** and ***This is patently untrue, as *** repeatedly stated he liked the first design,
and freely offered to pay the deposit with his credit card.
On Monday 4/13/15, *** called the shop to say that *** was having second thoughts and
may want to use her diamond in one of our pre-made semi-mounts instead of the custom ring
that had been designedThe store policy is clearly written on the shop slip that *** signed,
stating exactly "No refunds on custom orders or deposits." The policy is also clearly stated on
the bottom of the credit slip *** signed, stating exactly "NO RETURN, CANCELLATION OR
EXCHANGE ON ALTERED OR CUSTOM ORDERED MERCHANDISE"*** was told that
since we no not offer refunds, his full deposit would be rolled over to a store credit to be used
toward any goods or services offered by American Diamond ExchangeHe accepted that and
said that since he was away on business, they would probably return to the store "next
Saturday"Later that same Monday, *** came in alone to pick up the wedding band insert
she had left to be redesignedShe asked *** about the deposit, at which point it was reiterated
that it would be rolled into a store creditShe thanked *** for being so sweet and
understanding about *** changing her mind, accepted the answer about the deposit, signed
the new store credit slip which again stated "NO REFUND", and went out into the showroom to
shop for a semi-mount*** passed through the showroom, *** again asked her about the
deposit, and was again told that there are no refunds on custom orders OR deposits, and since
this was both a custom order AND a deposit, she would have to accept a store creditAfter only
a few more minutes, *** returned to the shop and, despite having had the store credit
explained to both her husband and her, multiple times, she again asked about the deposit
*** did offer to pay $to cover the hours spent on the consultation, but *** explained
the store policy once more, stressing that because of ***'s decision *** had now lost two
hours by working with *** and had been delayed on other custom jobs, and that her offer of
payment did not change the store policy of no refundsAt this point, *** offered the excuse
that she had been overwhelmed on Saturday and was, in her own words, "spaced out" during
the design processAt NO point on Saturday did she state she was feeling overwhelmed or
spaced outHad *** or *** felt that ***'s decision making abilities were compromised,
they would not have spent the time with her that they did, and would have instead suggested
she return when she was better able to focus.
*** and *** were nothing but accommodating and helpful to *** and her husband ***,
spending a tremendous amount of time and effort to ensure they were both happy with the final
designIn addition, ***'s claim that she couldn't find anything on which to use their store
credit is absurd, considering *** can custom make anything *** would likeHer original
complaint states that no products or services had been received, which fails to take into
consideration the original consultation in December, or the two-hour design consultation in April
It also ignores the minutes spent with her that Monday afternoon, and the considerable time
that has been spent addressing her Revdex.com complaint.
*** had left two other items for repair, one of which had already been completedShe opted
to pick up the completed item and the untouched item, and her store credit was updated to
reflect that the completed item was paid for out of the store credit.
The American Diamond Exchange is proud to have thousands of happy, satisfied customers
who, more often than not, refer their friends and relatives to us due to our superb service, the
quality of our product and our dedication to excellence.
Sincerely,
*** ** ***American Diamond Exchange, Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I feel that this business is trying to cover their tracks now because they were caught in a lie. Especially seeing as how I was treated unfairly and I was specifically lied to about more than one piece of information. After that I was then pushed with another offer out of my budget and they had the audacity to ask if I wanted to try applying for a NEW more EXPENSIVE deal. Not to mention they contact my boyfriend over the next few days upon me leaving the dealership, then we specifically asked them not to, and they called and texted him a few more times. I have proof on both cell phones and can easily have AT&T pull up more records that the sales rep and the dealership text and called both mine and my boyfriends phone before and after I was treated terribly and after they were told to quit calling us. I don't care anymore. But know that I'm not happy, you are all liars, and you will forever receive bad reviews from myself and my entire Naval family. Thank you for doing such a terrible job. I really hope lying to your customers is worth losing so many sales.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
In response to Mr. [redacted]'s letter. When my wife, [redacted], originally spoke with Mr. [redacted] she offered to pay $200 for the goldsmith's 1.5 hours of consultation time with us. My wife and I are willing to pay $300 (which is $200 per hour) for her time. We feel this is more then fair. As for the $900 Mr. [redacted] is claiming to have incurred in expenses. I ask what is this for? It can't be for the time we spent with a sales clerk because that time is not chargeable, otherwise, I would be getting bills from every car and furniture salesmen in the tri-state area. As for the time before Christmas Mr. [redacted] referred to, we spent 10 minutes with him and none with the goldsmith. Therefore, unless Mr. [redacted] feels I have him on retainer as a lawyer the only time he can charge for is the [redacted] (which is questionable in itself) which we are willing to pay $300 for. Again we feel this offer is more then fair. If Mr. [redacted] wishes to give us an ultimatum with his current offer expiring on June 10, 2015 wherein lawyers will become involved. I say that is his prerogative and we will see him in court. However, I feel that our current is more then fair since no work was performed or any material purchased. I hope we can resolve this matter amicably.
Sincerely,
[redacted] And [redacted]
[redacted]
Revdex.com, Inc
Complaint-case ID #[redacted]
Response from American Diamond ExchangeInc
As of 6/3/15, our cumulative fees associated with this matter total
$900.00. In an effort to resolve
this matter immediately without referring to attorneys, we are willing to issue
a partial refund in the amount of $and their existing store credit would
become void. The total remaining
store credit issued on slip #dated and signed on 4/13/is for $1,573.41. We must also receive a release from the
[redacted]'s stating that this matter has been resolved. If the above offer is not accepted, the [redacted]'s still have
the option to use the full amount of the store credit issued to them towards goods
or services at American Diamond Exchange, Inc. The above offer for a refund in the amount of $will
expire on 6/10/15, or if any further time on our part is focused on this
matter
Sincerely,
[redacted]
American Diamond Exchange, Inc
When Ms. [redacted] was in the dealership, she was interested in a vehicle at another location. We showed her a Mazda 3 on our lot that she showed interest in. Due to her credit situation, we required a cosigner to help achieve the terms she was hoping for. After getting the cosigner information,...
he was unable to assist in the purchase of the vehicle at this time. We don't make a habit of discussing other people's credit without their permission, so when Ms. [redacted] requested payments and financing details, we were unable to provide them based on the fact that the cosigner was unable to assist in the purchase.
5/18/
[redacted]
Revdex.com, Inc
Complaint-case ID #[redacted]
Response from American Diamond ExchangeInc
As previously stated in our first response on April 13, 2015, this
matter was mutually resolved when we issued a store credit to be used for goods
or services at American Diamond Exchange, IncAttached, once again, is a copy
of the store credit document that, after our refund policy was thoroughly
re-explained multiple times, was accepted, signed, and received by [redacted]We have responded with accurate details to the complaint filed with
the Revdex.com on April 20,
Sincerely,
[redacted]
American Diamond Exchange, Inc
Unfortunately, I did not receive the email. And, while Mr. [redacted] response is lengthy and quite detailed. It is not exactly accurate. 1. My husband and myself were in the store before Christmas. I would not say it was a consultation, we were there for 15 minutes max, we were told to return after Christmas. 2. At the [redacted] we looked at some settings and were ushered into see the [redacted]. We did spend quite some time with her. She sketched a rough draft on a desk blotter. At the end of the consultation, I said, “I really wanted something spiral.” [redacted] then proceeded to insist her design was better and this is what was best. My husband thought so too, but I was unsure. As Mr. [redacted] stated, “I was spaced out and having a trying day.” 3. I did offer to pay for [redacted]’s time, when I suggest the sum of $100, he said, “her time was invaluable.” I then offered to pay up to $200 to compensate the Mr. [redacted]. 4. At no time was informed prior to payment that my deposit was non-refundable. It was on the receipt, which I received after the deposit was given. 5. My husband wants me to be happy and what is the point of buying someone else a ring, if they hate it. I do not consider the situation resolved! Please CC all correspondence to my work e-mail address. I will be logging a compliant with the Department of Consumer Protection, if I do not receive a refund. I am still willing to pay for the goldsmith’s time, in the amount of $200. Sincerely, [redacted]
Unfortunately, parts of the dealership's protocol prevented the customer from getting service in the order that she requested, and for that, we apologizeOur previous response was an attempt to explain exactly what happened as it relates to the transference of information in the case of a co-signerThe intention, of course, was not to incense her further and at no time do we seek to make an enemy of a potential customer
Re: the matter of sales associate whom she believed to be a manager: The customer was working with *** (a brand new associate) when *** (a senior associate) offered her assistance as she was walking by and saw *** working on an applicationBoth *** and *** were interviewed separately but agree that at no point did *** tell the customer that she was a manager, but, in fact, reports that Toya clearly identified herself as an associateAs management was not present during the interaction, we can neither confirm nor deny that the events did or did not occur in this way; however, we sincerely apologize for any misunderstanding, but would like to assure the customer that the sales staff was only attempting to assist our newest members to ensure the best possible experience, rather than intentionally misleading the customer.
Again, we hope that Ms*** will consider accepting our sincerest apology for her poor experience and we wish her the best in her next car buying experience
Revdex.com, Inc.
Complaint-case ID #***
Response from American Diamond Exchange, Inc.:
The following response has been prepared from factual information evidenced in the business
documents and notes that have been compiled pertaining to this matterThere are
two
employees of American Diamond Exchange (***) that have had the most direct interaction
and communications with both Mr*** *** and his wife ***; their names are ***
and ***
During the week prior to this past Christmas 2014, both *** and *** came into ***
seeking to discuss designing a ring; *** had two different large diamonds and several rings
with additional smaller diamonds that she considered including*** personally spoke to both
of themCustom jewelry design has been an in-house specialty service offered by *** for
more than years, so after listening to their ideas and requests, *** suggested that they
return after Christmas so they could meet with ***, a *** and a custom design expertIt
was explained to them that *** had several more custom jobs that had to be finished before
Christmas and it would benefit them to return after the holidays so *** could spend what ever
time was needed to discuss a new design for them*** and *** were shown many
finished jewelry pieces in the showcases that *** had designed and hand madeThey agreed
with enthusiasm to return after the holidays and left excited after the initial meeting.
On Saturday 4/11/15, both *** and *** returned with their items to meet with ***
met with them both first and then briefed *** on their requests and introduced them both to ***
in our *** ShopAfter speaking with *** and *** in the shop, *** took them both
out to the showroom to view some different semi-mount optionsAfter getting an idea of
***'s personal taste, they returned to the shop and started a multi-hour design session
*** had a few different ideas, and eventually focused on having *** redesign a wedding
band insert to include additional segments, and build one of her larger diamonds into the center
The entire design was sketched out, all of the elements were decided upon and then priced out
*** asked many questions to make sure she fully understood what the final design would
look likeAfter spending considerable time on this design, she inquired about perhaps making a
simpler, spiral-type bypass ring*** sketched this design out as well, and it was mutually
agreed by ***, ***, and *** that this second design was not as nice as the first design
and would not provide the desired effect*** really liked the first design, and said he didn't feel
*** would be happy with the second design; given his personal experience with custom
design and providing custom woodwork for people, she accepted his opinion.
At NO point during the design consultation did *** say that she didn't like the designAt NO
point did *** say she felt pressured into the decisionShe did ask if she was taking too
much time to decide, and *** assured her we would take all the time she needed***
made her own decision, which was clearly evidenced by her multiple offerings of thanks to ***
for taking so much time with them*** specifically said that, though she sometimes had
trouble trusting people, after having seen ***'s work and dealing with her for two hours in the
design process, she trusted *** in the fullest, and was confident in her abilities.
*** states that her card was charged for the deposit, but it was in fact her husband's credit
cardThis means, for ***'s complaint to be true, *** would have had to coerce both
*** and ***This is patently untrue, as *** repeatedly stated he liked the first design,
and freely offered to pay the deposit with his credit card.
On Monday 4/13/15, *** called the shop to say that *** was having second thoughts and
may want to use her diamond in one of our pre-made semi-mounts instead of the custom ring
that had been designedThe store policy is clearly written on the shop slip that *** signed,
stating exactly "No refunds on custom orders or deposits." The policy is also clearly stated on
the bottom of the credit slip *** signed, stating exactly "NO RETURN, CANCELLATION OR
EXCHANGE ON ALTERED OR CUSTOM ORDERED MERCHANDISE"*** was told that
since we no not offer refunds, his full deposit would be rolled over to a store credit to be used
toward any goods or services offered by American Diamond ExchangeHe accepted that and
said that since he was away on business, they would probably return to the store "next
Saturday"Later that same Monday, *** came in alone to pick up the wedding band insert
she had left to be redesignedShe asked *** about the deposit, at which point it was reiterated
that it would be rolled into a store creditShe thanked *** for being so sweet and
understanding about *** changing her mind, accepted the answer about the deposit, signed
the new store credit slip which again stated "NO REFUND", and went out into the showroom to
shop for a semi-mount*** passed through the showroom, *** again asked her about the
deposit, and was again told that there are no refunds on custom orders OR deposits, and since
this was both a custom order AND a deposit, she would have to accept a store creditAfter only
a few more minutes, *** returned to the shop and, despite having had the store credit
explained to both her husband and her, multiple times, she again asked about the deposit
*** did offer to pay $to cover the hours spent on the consultation, but *** explained
the store policy once more, stressing that because of ***'s decision *** had now lost two
hours by working with *** and had been delayed on other custom jobs, and that her offer of
payment did not change the store policy of no refundsAt this point, *** offered the excuse
that she had been overwhelmed on Saturday and was, in her own words, "spaced out" during
the design processAt NO point on Saturday did she state she was feeling overwhelmed or
spaced outHad *** or *** felt that ***'s decision making abilities were compromised,
they would not have spent the time with her that they did, and would have instead suggested
she return when she was better able to focus.
*** and *** were nothing but accommodating and helpful to *** and her husband ***,
spending a tremendous amount of time and effort to ensure they were both happy with the final
designIn addition, ***'s claim that she couldn't find anything on which to use their store
credit is absurd, considering *** can custom make anything *** would likeHer original
complaint states that no products or services had been received, which fails to take into
consideration the original consultation in December, or the two-hour design consultation in April
It also ignores the minutes spent with her that Monday afternoon, and the considerable time
that has been spent addressing her Revdex.com complaint.
*** had left two other items for repair, one of which had already been completedShe opted
to pick up the completed item and the untouched item, and her store credit was updated to
reflect that the completed item was paid for out of the store credit.
The American Diamond Exchange is proud to have thousands of happy, satisfied customers
who, more often than not, refer their friends and relatives to us due to our superb service, the
quality of our product and our dedication to excellence.
Sincerely,
*** ** ***American Diamond Exchange, Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I feel that this business is trying to cover their tracks now because they were caught in a lie. Especially seeing as how I was treated unfairly and I was specifically lied to about more than one piece of information. After that I was then pushed with another offer out of my budget and they had the audacity to ask if I wanted to try applying for a NEW more EXPENSIVE deal. Not to mention they contact my boyfriend over the next few days upon me leaving the dealership, then we specifically asked them not to, and they called and texted him a few more times. I have proof on both cell phones and can easily have AT&T pull up more records that the sales rep and the dealership text and called both mine and my boyfriends phone before and after I was treated terribly and after they were told to quit calling us. I don't care anymore. But know that I'm not happy, you are all liars, and you will forever receive bad reviews from myself and my entire Naval family. Thank you for doing such a terrible job. I really hope lying to your customers is worth losing so many sales.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
In response to Mr. [redacted]'s letter. When my wife, [redacted], originally spoke with Mr. [redacted] she offered to pay $200 for the goldsmith's 1.5 hours of consultation time with us. My wife and I are willing to pay $300 (which is $200 per hour) for her time. We feel this is more then fair. As for the $900 Mr. [redacted] is claiming to have incurred in expenses. I ask what is this for? It can't be for the time we spent with a sales clerk because that time is not chargeable, otherwise, I would be getting bills from every car and furniture salesmen in the tri-state area. As for the time before Christmas Mr. [redacted] referred to, we spent 10 minutes with him and none with the goldsmith. Therefore, unless Mr. [redacted] feels I have him on retainer as a lawyer the only time he can charge for is the [redacted] (which is questionable in itself) which we are willing to pay $300 for. Again we feel this offer is more then fair. If Mr. [redacted] wishes to give us an ultimatum with his current offer expiring on June 10, 2015 wherein lawyers will become involved. I say that is his prerogative and we will see him in court. However, I feel that our current is more then fair since no work was performed or any material purchased. I hope we can resolve this matter amicably.
Sincerely,
[redacted] And [redacted]
[redacted]
Revdex.com, Inc
Complaint-case ID #[redacted]
Response from American Diamond ExchangeInc
As of 6/3/15, our cumulative fees associated with this matter total
$900.00. In an effort to resolve
this matter immediately without referring to attorneys, we are willing to issue
a partial refund in the amount of $and their existing store credit would
become void. The total remaining
store credit issued on slip #dated and signed on 4/13/is for $1,573.41. We must also receive a release from the
[redacted]'s stating that this matter has been resolved. If the above offer is not accepted, the [redacted]'s still have
the option to use the full amount of the store credit issued to them towards goods
or services at American Diamond Exchange, Inc. The above offer for a refund in the amount of $will
expire on 6/10/15, or if any further time on our part is focused on this
matter
Sincerely,
[redacted]
American Diamond Exchange, Inc
When Ms. [redacted] was in the dealership, she was interested in a vehicle at another location. We showed her a Mazda 3 on our lot that she showed interest in. Due to her credit situation, we required a cosigner to help achieve the terms she was hoping for. After getting the cosigner information,...
he was unable to assist in the purchase of the vehicle at this time. We don't make a habit of discussing other people's credit without their permission, so when Ms. [redacted] requested payments and financing details, we were unable to provide them based on the fact that the cosigner was unable to assist in the purchase.
5/18/
[redacted]
Revdex.com, Inc
Complaint-case ID #[redacted]
Response from American Diamond ExchangeInc
As previously stated in our first response on April 13, 2015, this
matter was mutually resolved when we issued a store credit to be used for goods
or services at American Diamond Exchange, IncAttached, once again, is a copy
of the store credit document that, after our refund policy was thoroughly
re-explained multiple times, was accepted, signed, and received by [redacted]We have responded with accurate details to the complaint filed with
the Revdex.com on April 20,
Sincerely,
[redacted]
American Diamond Exchange, Inc
Unfortunately, I did not receive the email. And, while Mr. [redacted] response is lengthy and quite detailed. It is not exactly accurate. 1. My husband and myself were in the store before Christmas. I would not say it was a consultation, we were there for 15 minutes max, we were told to return after Christmas. 2. At the [redacted] we looked at some settings and were ushered into see the [redacted]. We did spend quite some time with her. She sketched a rough draft on a desk blotter. At the end of the consultation, I said, “I really wanted something spiral.” [redacted] then proceeded to insist her design was better and this is what was best. My husband thought so too, but I was unsure. As Mr. [redacted] stated, “I was spaced out and having a trying day.” 3. I did offer to pay for [redacted]’s time, when I suggest the sum of $100, he said, “her time was invaluable.” I then offered to pay up to $200 to compensate the Mr. [redacted]. 4. At no time was informed prior to payment that my deposit was non-refundable. It was on the receipt, which I received after the deposit was given. 5. My husband wants me to be happy and what is the point of buying someone else a ring, if they hate it. I do not consider the situation resolved! Please CC all correspondence to my work e-mail address. I will be logging a compliant with the Department of Consumer Protection, if I do not receive a refund. I am still willing to pay for the goldsmith’s time, in the amount of $200. Sincerely, [redacted]