Knight's Fine Jewelry

Review: A diamond bracelet was brought in for repair on 5/13/14. There was one diamond chip missing. We were told that before any work was done, they would check the entire bracelet and give us an estimate to replace the diamond and "tip" all prongs, if necessary. They stated that since one diamond fell out, other "prongs" may also need to be fixed. My wife got a call about a week or so later stating that to would cost $125. We told them to go ahead. On 5/28 we got a call saying it was ready for pick up. I picked the diamond bracelet up on 5/29/14 and paid cash. The receipt clearly states, "14 karat two tone dia (heart) bracelet. Set and supply 1 diamond, tip and check all prongs (if necessary).

The next day my wife wore the bracelet to go out to dinner. When we returned, there was a diamond chip missing. I took the bracelet back on 6/3/14. I stated that I expected the diamond to be replaced at no charge. A week later we were called and told the diamond would be replaced and they would call when it was ready. Nothing was said about any charge for it. Then, on 6/18/14 they called and left a message stating there was an issue and I should call [redacted], the owner. On 6/19,I called [redacted]. She said that there were "other" prongs that had to be "tipped" or more diamonds would fall out. I said that was supposed to be done the first time. She said, no, I only paid to have one prong topped. I said that was not my fault if they didn't fix all the prongs. After an agitated discussion, [redacted] told me to come get the bracelet and hung up on me.

I went directly to the store where she restated her case that I only paid for one prong to be fixed. She said she would not replace the diamond unless I agreed to have all the prongs "tipped" at the cost of approximately $300. I showed her our receipt stating that"all" prongs were supposed to be tipped. Again she refuted my position and refused to do anything further.Desired Settlement: Replace the missing diamond. "Tip" any additional prongs where necessary, which should have been done the first time.

Business

Response:

Knight' s Fine Jewelry/[redacted]

On May 13,2014, the customer and his wife came in to the jewelry store with a diamond bracelet that had a diamond missing. [redacted] waited on them when they arrived and noticed the severity of the wear on the prongs and called me to the counter. I inspected the bracelet at the counter that day and informed the customer's wife that the diamond was missing because all the prongs necessary to keep it in place were worn away. I also informed her that day that almost all the pron gs on almost all the diamond s were also worn down like the prongs on the missing diamond putting the other diamonds at risk of falling out. She informed me that she did not want us to tip the other prongs. I told her that if she was to wea r it out of the store the day she picks it up; she likely wouldn't get to the car before another diamond would fall out. She told me that she only wanted the one diamond worked on and she wasn't going to wear it. The bracelet was picked up on May 29, 20 14. The charge for the repair work was three prong s at $30.00 each and one .04 carat diamond at $35.00 for a total of$ 125.00. On June 3, 20 14, the bracelet was brought back into the store with another diamond missing. I was not in the store that day. When J returned the next day, I was informed that the bracelet had been returned with a diamond missing and that the customer insisted that it was the same diamond that we had worked on. When called about the estimate to replace the second diamond , I informed the customer that it was not the same diamond and that it was easy to see because all the prongs that we tipped were visible; unlike the rest of the prongs on the other diamonds. During the conversation I had with the customer, I was interrupted and "talked over" and wasn't able to express myself. At one point in the conversation, l asked the customer if he was going to allow me to speak, that we weren't going to get anywhere this way. He was quiet long enough for me to offer my appreciation for the fact that they were not happy and make an offer to replace the missing diamond at no charge and tip the other fourteen pron gs so diamond s would not continue to fall out for

a total of$300.00. He was very annoyed and did not accept my resolution to the matter. He then wanted me to replace the missing diamond and tip all the prongs necessary to keep it in but not do the other pron gs. I told him that we would end up right back where we started. I listened for a while longer at his dissatisfaction and when I tried to speak he would , once again, speak over me and interrupt me. I finally interjected and told him that I was very sorry that he was so angry and told him that I realized that we weren't going to solve anything with this conversation. I informed him that the bracelet was here and I would appreciate it if he could please pick it up. I said, goodbye and then I hung up. The customer came in to the store shortly after the phone call that day and when I approached the counter, he told me that I should never hang up on a customer and I politely replied that, in fact, I don't have to take being treated like that from him or anybody. We had a reasonable conversation where I got the chance to explain that by replacing the diamond at no charge, and tipping 14 pron gs for a total of$300.00 was putting them in a better position. I reminded him of the conversation I had with hi s wife the first time the bracelet came in to be worked on. He admitted to m e that he heard me tell her that a diamond would likely fall out if she wore it out of here, and he also admitted to me that day that he heard her tell me that she wasn't going to wear it. He shook my hand , I asked him to let me know what they wanted to do and he left with the bracelet. With all due respect, I do not have faith that we would be able to have a reasonable business relationship and so, therefore, I would prefer if the customer went elsewhere.