Milano Diamond Gallery LLC

We have shipped [redacted] her ring on the [redacted] of October via [redacted] tracking [redacted] , which she will receive on the [redacted] of OctoberI called her on the [redacted] to inform her that we have shipped her ring and she will be receiving it on the [redacted] the same day I emailed her the tracking

[redacted] contacted Milano customer service on the 7th originally, I had requested image of the earring to consult with my manager and since the diamond is missing, according to Milano Lifetime Policy Loss of diamond or stone is not covered under the warrantyI had informed [redacted] that it would cost her $for replacing the diamondPlease see attached Return & Refund Policy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The company remounted the diamondIt was not as it I had made an original earring (setting ) purchaseI could accept the warranty however because of the improper work performed by Milano the diamond was not secure which caused it to fall out within a couple of daysThe matching earring in the original setting is still secureI would like Milano to stand behind their work and replace the earring I paid for and make my set whole In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

This began when I was contacted by Hortencia with Royal Media regarding *** ***s complaintShe initially had contacted saying that she would like to have her ring re-set and polished by one her own personal jewelers and be reimbursed by Milano Diamond Gallery or Royal MediaUnfortunately
our policy does not cover something like this, however we offered to fix the ring for her and if there was an issue with the ring itself, we would replace itAs *** agreed she then asked for a label that was promised to herHowever, this was not in any agreement, and was actually told to her by someone that does not work for Milano Diamond GalleryWe do not provide labels at all, as we cover all repairs and replacements and return shipping ourselvesI had expressed this to Hortencia with Royal Media and *** that the sales guide had misrepresented usRegardless at the end of this matter I did offer *** *** a prepaid shipping l abel so we could fix her ringSomething as silly should not prevent a customer from receiving the right service and being happy with her purchase, regardless of how large or small the purchase wasHowever, she responded with a dispute which then makes it a legal matter and becomes harder for me to assist herI have all the emails offering to assist her and send her the shipping label to fix the ring for herI still am happy to help her fix her ring, send her a shipping label and make sure it is perfect for her

To *** *** at Revdex.com,This letter is in response to the complaint *** *** has filed against Milano Diamond Gallery*** *** (purchase made by her mom *** ***) contacted Milano through our online customer service e-mail on 06/**/She was responded back
by our customer service representative at the time (Sonia A*** to provide details of her purchase, she did but unfortunately Sonia left our company at the end of the month due to which all her cases had been transferred to Joseph and KrystalJoseph e-mail the customer on 07/**/to provide pictures of the ring with the missing diamond for which we never received a response from the customerThen Krystal e-mailed *** *** after she e-mailed on 07/**/stating she will file a complaint if she did not hear back from usSince then Krystal has been in touch with *** ***, getting details and images of the piece and informing her about the repair processThe purchase was made back in August, and we have provided free repairs for *** *** even though our policy does not include loss of stones especially in gaps of over - months because it is not considered as a manufacturing defect as in her caseKrystal's last e-mail to the customer on 07/**/confirming a free repair has not received a response and instead we received this complaint from Revdex.com. Milano Diamond Gallery has been cooperative and always helped *** *** with her repairs and have done the same this time as well but we are no longer able to help her with this complaint openWe have all the e-mail conversations between our representatives and *** *** as proof, along with our policy clearly stating the service warranty on the pieceWe are more than happy to help her get her ring repaired but this claim needs to be closed in order for us to proceed forwardWe are unable to provide assistance to a customer along with deal with a complaint from the same customer regarding her purchase.We look forward to a response from *** *** or *** *** confirming her decision to either proceed with the repair process or the complaint

Jewelry repaired and returned to customer, He is expecting refund of Fedex/postage charges of $231 CAD/$175USD which we emailed them and awaiting credit card details

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have...

determined that my complaint has NOT been resolved because:

I have not received any ring or refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have shipped [redacted] her ring on the [redacted] of October via [redacted] tracking [redacted], which she will receive on the [redacted] of October. I called her on the [redacted] to inform her that we have shipped her ring and she will be receiving it on the [redacted] the same day I emailed her the tracking.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
We would like to clarify a few things stated by Milano's response above. The original Royal Media Claim form was filled out by Ashley, the personal shopper, after she saw the crooked diamond (We were still on the ship).  She is not a jewelry expert by any means so she took her best guess that the ring needs to be re-set. She also explained that the whole process would be very smooth. We could either take the ring to the local jeweler and have Milano reimburse the cost, or Milano would ship the ring back to their ** office at their own cost. Apparently, as Milano mentioned above, none of this was true. When we filled out this Revdex.com complaint on 12/*/15, we had not seen any response from Milano regarding the prepaid label despite our attempts to contact Milano via emails through Royal Media.  There was no communication from Milano - It was dead silence after 12/*/2015.  We also attempted to ask for a refund but it was denied by Royal Media.  It is extremely frustrating to have spent $7,280 on a defective ring and the merchant does not want to take it back. Therefore, we exercised our right as a customer to dispute the charge on a merchandise that is defective.  We made several attempts to ask for a shipping label to send the ring back but the requests were denied.  This issue has cost us money, time, and emotions.We also called the original salesperson whom we bought the ring from in St Thomas (Hemant M[redacted]).  He flat out denied that he promised to fix the crooked diamond before we paid for it.  He said the ring was perfect when we signed the receipt.  We were hoping for an honest response from him but that attempt was a complete waste of time.  The bottom line is the ring is still defective - The diamond is still crooked. The defect can be seen by naked eyes.On 12/**/15, we made another attempt to contact Milano to request an exchange our defective ring with GIA certified/inscribed Loose Diamond (and offered to travel to NY to see the diamond choices in person) to avoid any potential repair needs and shpping/insurance back and forth.  We followed up with a phone call to Hortencia to ensure the message was passed on to Milano.  Elizabeth from Milano responded with four different options to resolve the issue and offered a prepaid shipping label.  This was the first time we received the communication regarding the prepaid shipping label. Let's get the historical timelines straight here - The dispute and Revdex.com complaint were filed BEFORE we received any communication from Milano regarding prepaid shipping label and four options to resolve the issue.On 12/**/2015 and 12/**/2015, we sent emails to Elizabeth to ask for clarifications of Option 2 (new ring replacement) and Option 3 (exchange with GIA-certified loose diamond) but we have not got any response from her.  On 12/**/2015, we sent another email to her with a decision to go with Option 3.  We found a GIA-certified/inscribed loose diamond that falls within our specifications and very close in retail price, which is fair for both parties.  The diamond is listed at $7,290. We sent her the link where they can obtain the diamond and have them mail the diamond directly to our home address. The website offers no shipping and no tax to Ohio.  We also offered to reimburse Milano $110 for the price difference and the prepaid shipping label to ship the defective ring back.  This will be additional cost coming out of our own pocket but we are willing to spend it to get the dispute resolved.  While we appreciate Milano's good intention to wanting resolve the issue, we are still waiting for the actual resolution before closing the Revdex.com case. Therefore we are rejecting the response for now.  We are asking Milano to accept our proposal in our 12/**/2015 and resolve this issue as soon as possible since it has been more than a month since the ring was purchased on 11/**/2015.  No one wants to go through this issue, especially during holidays, but unfortunately it happened to us. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] [redacted] [redacted]

[redacted] contacted Milano customer service on the 7th originally, I had requested image of the earring to consult with my manager and since the diamond is missing, according to Milano Lifetime Policy Loss of diamond or stone is not covered under the warranty. I had informed [redacted] that it would...

cost her $400 for replacing the diamond. Please see attached Return & Refund Policy.

Jewelry lost in transit, w have claimed insurance and got another ring custom made for customer. Ring gone for sizing and will be sent to customer within a week.

Revdex.com:At this time, my complaint, ID [redacted] regarding Milano Diamond Gallery has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The company remounted the diamond. It was not as it I had made an original earring (setting ) purchase. I  could accept the warranty however because of the improper work performed by Milano the diamond was not secure which caused it to fall out within a couple of days. The matching earring in the original setting is still secure. I would like Milano to stand behind their work and replace the earring I paid for and make my set whole.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]