Keystone Companies Inc

Ms*** states she “was incorrect in saying the time element was twenty five minutes” and “This is not relevant to my claim.” On the contrary, the time element is very relevantTo switch the stone in her ring would require the following steps: 1. The ring would have to be taken to a location out of Ms***’s view 2. The ring would be placed in a ring clamp to be held securely3. The prongs would have to be carefully bent back with prong bending pliers to remove the amethystCare would have to be taken because amethysts are easy to chip and the prongs would need to be reused4. A new stone of similar size would have to be picked from available stock on hand5. A drill/burr would be used to cut seats in the prongs to fit the new stone6. The new stone would be set between the prongs7. Parallel pliers would be used to gently pull the prongs over the new stone to hold it tightThis step needs to be done slowly and carefully to prevent chipping8. A silicone based pumice wheel would then be used to clean up the prongsThis is a special wheel that will not scratched color stones9. The ring would be removed from the clampThe ring would then need to be taken from this out of sight location and returned to Ms***The video shows that after *** discussed with Ms*** the ring on her finger, *** was only out of view from the camera for seconds and no one else approached *** or Ms*** for the remainder of her time in the storeThere is no way the stone could have been switched during the one minute interval that *** was off screenThe time element is simply too shortMs*** admits that her account of the event is not supported by the videoShe then goes on to state that “Their failure to mention the actual ring in their response only shows unwilling to cooperate in the handling of the ring.” However, we did mention the ring three times in the second paragraph of our responseWhen Ms*** came into the store to review the video on April 11, she told *** that the reason she believes her stone was switched was because her original amethyst was completely flat on topThis contrasts with the amethyst in her ring which has a standard crown; the table is raised up above the girdle with crown facets in between. Personally, I have never seen a round amethyst set in a ring with its table flattened down to its girdle and I am not sure there would be much demand for one since the sharp edges of the table would be very prone to chippingMs*** seems very earnest in her belief that the amethyst now in her ring is not the one she remembersHer belief persists despite the video evidence demonstrating that her memory of what transpired in our store simply could not have happenedShe is also convinced that her amethyst was flat on top, lacking a crownThough I believe she is sincere and have sympathy for her feelings, she is truly and sadly mistaken

Ms. [redacted]’s complaint seems a bit jumbled. Fortunately, our video security camera recording clears up some of the details.  [redacted] arrived at the store at 11:38 am on March 3, 2017. She was greeted by [redacted] near the front door and handed [redacted] the opal ring she wanted repaired. They then...

walked to the back counter at 11:39:37. [redacted] went to his office and returned to the counter 14 seconds later. He measured the opal and retrieved a gem catalog. From 11:40:47 to 11:41:36, the “sales girl,” [redacted], spoke with [redacted] at the counter. [redacted] left the counter at 11:42:08, and returned one minute later, at 11:43:10. He did not leave the counter again. At 11:53, [redacted] stepped to the left side of the counter to take pictures of the opal ring. At 11:55 he printed the job tag and receipt and then had [redacted] sign the tag. [redacted] was handed the receipt for the opal ring and she then departed at 11:56.  Her total time in the store was 18 minutes. The video clearly shows that [redacted] does not “go to a room outside of my view and then returned my ring” after 25 minutes. Ms. [redacted] requests “an explanation as to why the sales person was gone over 25 minutes,” but that never happened.  After [redacted] talked to her about the ring on her finger, [redacted] left [redacted] presence only once and that was for only one minute. He cannot have taken the ring from her finger somewhere out of sight and then gone back to get it several minutes later.  Twenty days later, on March 23, Ms. [redacted] returned to the store and picked up her opal ring. She stated that she did not feel the replacement opals we found for her ring sufficiently match her broken opal and elected to not have the ring repaired. She was in the store from 10:22 am to 10:25 am. Our reputation is our most valued asset. We take great care when handling our clients jewelry, including photographing all items when taking them in for repair. We would never ruin the trust we have established during our 80 years in business by switching a stone. [redacted] account differs greatly from our video of her visit to our store and we would be happy to send a copy of it to the Revdex.com. Likewise, if [redacted] would like to refresh her memory by viewing the video, she is more than welcome to come to our store and review it at any time.

Yes, I was mistaken about the time, but when [redacted] left he did take my ring and apparently gave it to the other salesman (I do not know his name). When I went back to confront [redacted] about the stone being replaced the salesman was at the other end of the counter but very loudly denied he was not working that day so could not have changed it. The video shows him there and "yes" [redacted] was only out of view for 62 seconds when he gave the ring to the other salesman to clean.a. My ring has only one prong.b. The stone setting is 1/2 of a moon which could be slid out and another replaced - This could be done when the ring was being cleaned, when taken by [redacted] and given to the other salesman (62 seconds) I just want my original stone back and I will quietly go away.Most sincerely,[redacted]