Milano Diamond Gallery

***contacted Milano Diamond Gallery to have her ring repaired in Mid DecemberWe promised to have the ring to her as soon as possible, however because of the holidays that followed and the time off from the jeweler there were a few major delaysAs we did want to ensure the ring would be repaired to complete satisfaction we did not want to rush the process as it was a special order and very necessary to be aware of the surrounding stonesI have spoken to the guest and let her know that the ring is ready and will be shipped tomorrow We of course apologize for the inconvenience and will provide a gift card to compensate for all the troubles and [redacted] r's kind patience

My name is [redacted] ***, and I have been in touch with [redacted] regarding her purchase made on September ***, at our store (Milano Diamond Gallery)Our first contact was through e-mail on October ***, where she mentioned the chain she bought brokeI sent her shipping instructions to ship the piece to us so we can have it repairedWe received her chain on November ***, I submitted the chain to our repair department who confirmed within days that the chain was broken and it was also broken from a point which is not repairableI instantly informed the customer of the same and explained the entire situation regarding her chainPlease find attached our sales invoice signed by [redacted] which states that she inspected the piece along with information on our sales, refunds and exchangesWhen she contacted us it had already been more than days since her purchase and we have courtesy exchanges depending on the situation with daysIt was over the day period and I am unable to provide her with a replacementOur company’s service warranty (stated at the back of the invoice) does not include wear and tear/ physical or accidental abuseAs I mentioned earlier, the chain broke and did not have a manufacturing defect like a broken lock or discolorationI confirmed with my upper management and offered to sell her a new chain for the price she paid earlier which was $We even told her we would cover the shipping and handling on our end but the customer refused the offerPlease find attached a word documents with the e-mail conversation between the customer and myself starting from the day of contact which is October ***, Thank you With Regards, [redacted] Milano Diamond Gallery [redacted]

To [redacted] at Revdex.com,This letter is in response to the complaint [redacted] has filed against Milano Diamond Gallery [redacted] (purchase made by her mom [redacted] ) contacted Milano through our online customer service e-mail on She was responded back by our customer service representative at the time (Sonia A [redacted] 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 to provide pictures of the ring with the missing diamond for which we never received a response from the customerThen Krystal e-mailed [redacted] after she e-mailed on stating she will file a complaint if she did not hear back from usSince then Krystal has been in touch with [redacted] , 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 [redacted] 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 confirming a free repair has not received a response and instead we received this complaint from Revdex.comMilano Diamond Gallery has been cooperative and always helped [redacted] 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 [redacted] 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 [redacted] or [redacted] confirming her decision to either proceed with the repair process or the complaint

This began when I was contacted by Hortencia with Royal Media regarding [redacted] 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 [redacted] 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 [redacted] that the sales guide had misrepresented usRegardless at the end of this matter I did offer [redacted] 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

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 aboveThe 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-setShe also explained that the whole process would be very smoothWe could either take the ring to the local jeweler and have Milano reimburse the cost, or Milano would ship the ring back to their [redacted] office at their own costApparently, as Milano mentioned above, none of this was trueWhen we filled out this Revdex.com complaint on We also attempted to ask for a refund but it was denied by Royal Media It is extremely frustrating to have spent $7,on a defective ring and the merchant does not want to take it backTherefore, 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 emotionsWe 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 crookedThe defect can be seen by naked eyesOn 1215, 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 labelLet'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 issueOn and 122015, we sent emails to Elizabeth to ask for clarifications of Option (new ring replacement) and Option (exchange with GIA-certified loose diamond) but we have not got any response from her On 122015, we sent another email to her with a decision to go with Option 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,We sent her the link where they can obtain the diamond and have them mail the diamond directly to our home addressThe website offers no shipping and no tax to Ohio We also offered to reimburse Milano $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 caseTherefore we are rejecting the response for now We are asking Milano to accept our proposal in our and resolve this issue as soon as possible since it has been more than a month since the ring was purchased on 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] ***

Milano does not stand behind their products, or return policies. After purchasing a pendant in Ketchikan, Alaska, and being informed that I would be able to return it if it did not fit my Omega, I have tried for almost 2 weeks to contact their customer service and make the return. Only after threatening phone calls have I received any contact from them, and then was informed that I could not return the item. I was also promised at purchase time that I would receive an appraisal for this item, but again have not received that. I would not shop in their stores or online again, and in fact, would be very skeptical about shopping in any port store recommended by a cruise line. The cruise line shopping host will tell you that you have 30 days from the stores and an additional 30 days from them to make a return no matter what the reason, but none of them back this up.

*** contacted Milano Diamond Gallery to have her ring repaired in Mid DecemberWe promised to have the ring to her as soon as possible, however because of the holidays that followed and the time off from the jeweler there were a few major delaysAs we did want to ensure the ring would be repaired to complete satisfaction we did not want to rush the process as it was a special order and very necessary to be aware of the surrounding stonesI have spoken to the guest and let her know that the ring is ready and will be shipped tomorrow 02/**/We of course apologize for the inconvenience and will provide a gift card to compensate for all the troubles and ***'s kind patience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My mother received this necklace as a gift on October **, wore the chain on October ** and it broke, contacted the company on October **This chain was used one time, there was not abuse or wear and tearThis chain was not inspected by me, it was placed in the gift box by the sales associate (please review the cameras from the store and you will see that I never inspected the item)The company charged me mail them the chain to repair it after receiving the attached pictures of the broken chainOnce they received it they told me they could not repair, but they would replace the chain for the same price that I purchased it at....WOW! Why would I pay the same price for a chain that lasted only a could of hours? All I would like them to do is replace the defective chainI have attached pictures of the broken chain, just to show that there is no wear and tear or abuseThis chain was used by an adultI will also include the final email that was sent to ***, which she failed to include in her email chainAll I want is for the company to replace their defective chain so my mother can enjoy her birthday gift.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI would like to close this case.
Sincerely, *** ***

My name is [redacted], and I have been in touch with [redacted] regarding her purchase made on September [redacted], at our store (Milano Diamond Gallery). Our first contact was through e-mail on October [redacted], where she mentioned the chain she bought broke. I...

sent her shipping instructions to ship the piece to us so we can have it repaired. We received her chain on November [redacted], 2014. I submitted the chain to our repair department who confirmed within 3 days that the chain was broken and it was also broken from a point which is not repairable. I instantly informed the customer of the same and explained the entire situation regarding her chain. Please find attached our sales invoice signed by [redacted] which states that she inspected the piece along with information on our sales, refunds and exchanges. When she contacted us it had already been more than 40 days since her purchase and we have courtesy exchanges depending on the situation with 30 days. It was over the 30 day period and I am unable to provide her with a replacement. Our company’s service warranty (stated at the back of the invoice) does not include wear and tear/ physical or accidental abuse. As I mentioned earlier, the chain broke and did not have a manufacturing defect like a broken lock or discoloration. I confirmed with my upper management and offered to sell her a new chain for the price she paid earlier which was $20. We even told her we would cover the shipping and handling on our end but the customer refused the offer. Please find attached a word documents with the e-mail conversation between the customer and myself starting from the day of contact which is October [redacted], 2014.    Thank you   With Regards,   [redacted] Milano Diamond Gallery [redacted]

[redacted]contacted Milano Diamond Gallery to have her ring repaired in Mid December. We promised to have the ring to her as soon as possible, however because of the holidays that followed and the time off from...

the jeweler there were a few major delays. As we did want to ensure the ring would be repaired to complete satisfaction we did not want to rush the process as it was a special order and very necessary to be aware of the surrounding stones. I have spoken to the guest and let her know that the ring is ready and will be shipped tomorrow 02/**/14. We of course apologize for the inconvenience and will provide a gift card to compensate for all the troubles and [redacted]r's kind patience.

To [redacted] at Revdex.com,This letter is in response to the complaint [redacted] has filed against Milano Diamond Gallery. [redacted] (purchase made by her mom [redacted]) contacted Milano through our online customer service e-mail on 06/**/15. She was...

responded back by our customer service representative at the time (Sonia A[redacted] 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 Krystal. Joseph e-mail the customer on 07/**/2015 to provide pictures of the ring with the missing diamond for which we never received a response from the customer. Then Krystal e-mailed [redacted] after she e-mailed on 07/**/2015 stating she will file a complaint if she did not hear back from us. Since then Krystal has been in touch with [redacted], getting details and images of the piece and informing her about the repair process. The purchase was made back in August, 2013 and we have provided free repairs for [redacted] even though our policy does not include loss of stones especially in gaps of over 12 - 15 months because it is not considered as a manufacturing defect as in her case. Krystal's last e-mail to the customer on 07/**/2015 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 [redacted] with her repairs and have done the same this time as well but we are no longer able to help her with this complaint open. We have all the e-mail conversations between our representatives and [redacted] as proof, along with our policy clearly stating the service warranty on the piece. We are more than happy to help her get her ring repaired but this claim needs to be closed in order for us to proceed forward. We 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 [redacted] or [redacted] confirming her decision to either proceed with the repair process or the complaint.

Dear Sir/Madam at Dispute Resolution
Services,
 
The final decision by our upper
management for Revdex.com complaint ID # [redacted]
 
As promised, our upper
management has responded and finally come to a decision in the same of [redacted]’s complaint. Please find all the documents attached. The last attachment
is the e-mail sent to [redacted] on Jan [redacted], 2015.
 
If you have any questions,
please do not hesitate to contact me.
 
Thank you
 
With Regards,
 
[redacted]
Milano Diamond Gallery
[redacted]

This began when I was contacted by Hortencia with Royal Media regarding [redacted]s complaint. She 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 Media. Unfortunately 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 it. As [redacted] agreed she then asked for a label that was promised to her. However, this was not in any agreement, and was actually told to her by someone that does not work for Milano Diamond Gallery. We do not provide labels at all, as we cover all repairs and replacements and return shipping ourselves. I had expressed this to Hortencia with Royal Media and [redacted] that the sales guide had misrepresented us. Regardless at the end of this matter I did offer [redacted] a prepaid shipping l abel so we could fix her ring. Something 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 was. However, she responded with a dispute which then makes it a legal matter and becomes harder for me to assist her. I have all the emails offering to assist her and send her the shipping label to fix the ring for her. I still am happy to help her fix her ring, send her a shipping label and make sure it is perfect for her.

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]

Review: I purchased a diamond tennis bracelet at milano store in Juneau , Alaska while on a shore excursion on Royal Carribean last 9/*/2015. I recently had it appraised and found out from 5 gemologists that it is substandard and that none of the stones are even VS stones would be required. I paid $3,500 for the bracelet and purchased matching earrings and pendant, which are okay. I won't pay for a gross misrepresentation of the product. I have tried calling store at ###-###-####, only to get a Elizabeth who won't let me talk to anyone, saying I need to mail bracelet to her. I have sent her emails to get a response from a manager and a address, but nothing. I will pay for the value of the bracelet, but not get ripped off. They .. said it was top quality, and the appraisal I got said less than average quality with NO VS diamonds at all.. They sell you the jewelry knowing you get on ship and then can do nothing. Im disputing with bank. A claims rep said they have a "F" rating with Revdex.com and he read me several similiar complaints on your siteDesired Settlement: I want a quality tennis bracelet, that is the 3.11 Karats and after being reviewed by a neutral gemologist, then I will be sure I have a good quality diamond tennis bracelet, which is what I thought I was paying for.

Consumer

Response:

At this time, I have not been contacted by Milano Diamond Gallery regarding complaint ID [redacted].Sincerely,[redacted]

This business is not to be trusted. They will provide you with a warranty that guarantees their product for any manufacturing defect. If you identify one, that make you jump through hoops providing them with information, photos, receipts, etc, but they have no intention of living by their warranty. Beware of buying jewelry with chains- they sell you the product as a single entity, but then claim that only the other part was included in the warranty even though the warranty makes no exceptions and the sales price was for pendant and chain.

Review: I purchased a ring at Milano's store in Alaska in July. I had to contact them several times (both the Alaska and the New York store) to get them to ship the ring to my home address, it finally arrived in September. Not a week after receipt a stone fell out of the ring. I contacted '[redacted]' (name on emails) and was told to send the ring back (footing the bill for shipping) along with $25 for the stone replacement. My reply to this request was to question why I had to pay for repair that was obviously due to poor workmanship. I have not had a reply to this question, which I have posed twice.Desired Settlement: I feel that a refund is appropriate (with me returning the product) because I don't believe the ring will continue to remain in one piece. I would rather spend the money on a piece of jewelry I feel will stay in one piece while wearing it. I would agree to a third party involvement regarding the return of the ring and refund of my money.

Business

Response:

To Whom It May Concern:

[redacted] purchased a White Silver Tanzanite Ring with 1.53Tw Tanzanite and 0.16Tw Cubic Zirconia on 07/**/2013. On September [redacted], [redacted] contacted our then Customer Service Representative, [redacted], about a missing stone from her ring. As company policy, there is a charge of $50.00 dollars for the cost of replacing the diamond. Under the warranty the repairs will be done for free, but the cost of the stone is of charge. [redacted] worked with upper management to reduce the price of the stone from $50.00 to $25.00, with Milano paying the other difference for the stone. [redacted] signed a sales invoice that clearly stated, Under Lifetime Warranty, “This Warranty expressly excludes coverage for excessive wear and tear and/ or physical/ accidental abuse, loss (including loss of stones) and theft. However, [redacted] was able to reduce [redacted]’s cost to $25.00 to replace the stone. We do not take care of shipping from the customer’s end as we provid e free inspection for customers, and after the inspection, repairs are free of charge or if the ring needs a replacement it is done free of charge. We do take care of the shipping and insurance from our office when we ship it back to our customers.

[redacted] was not accepting of these terms and unfortunately, [redacted] left on maternity leave before they could come to an agreeable compromise. My name is [redacted] and I am the new Customer Service Representative. I am absolutely willing to assist [redacted] in getting her ring repaired. I deeply apologize that [redacted] was not assisted in an unsatisfactory manner. My email address is [redacted] and I am available to assist [redacted] get her beautiful ring repaired and back to her in a timely manner. At Milano Diamond Gallery, we stay behind our products and support our customers and look forward to serving them.

Regards,

Milano Diamond Gallery

Business

Response:

To Whom It May Concern:

[redacted] purchased a White Silver Tanzanite Ring with 1.53Tw Tanzanite and 0. 16Tw Cubic Zirconia on 07/**/2013. On September [redacted], [redacted] contacted our then Customer Service Representative, [redacted], about a missing stone from her ring. As company policy, there is a charge of

$50.00 dollars for the cost of replacing the tanzanite diamond. Under the warranty the repairs will be done for free, but the cost of the stone is of charge. [redacted] worked with upper management to reduce the price of the stone from $50.00 to $25.00, with Milano paying the other difference for the stone. [redacted]

[redacted] signed a sales invoice that clearly stated, Under Lifetime Warranty, "This Warranty expressly excludes coverage for excessive wear and tear and/ or physical/ accidental abuse, loss (including loss of stones) and theft. However, [redacted] was able to reduce [redacted]'s cost to $25.00 to replace the stone. We do not take care of shipping from the customer's end as we provide free inspection for customers, and after the inspection, repairs are free of charge or if the ring needs a replacement it is done free of charge. We do take care of the shipping and insurance from our office when we ship it back to our customers.

[redacted] was not able to further assist [redacted] with the case as she went on maternity leave. One of our customer service associates [redacted] provided further information about the no refund policy which is clearly stated on the sales receipt and mentioned above.

My name is [redacted] and l am the new Customer Service Representative. I am absolutely willing to assist [redacted] in getting her ring repaired. I deeply apologize that [redacted] was not assisted in a timely manner. My email address is [redacted] and I am available to assist [redacted] get her beautiful ring repaired and back to her in a timely manner. At Milano Diamond Gallery, we stay behind our products and support our customers and look forward to serving them.

Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been taken to a new Milano Customer Representative in an attempt to resolve the issue. I will make contact with [redacted] and will follow up with the Revdex.com once the ring has been inspected, repaired and returned to my satisfaction.

Sincerely,

Review: I purchased a White 14Karat Diamond $ Tanzanite Ring with 0.53tw Round Diamond and1.17tw Princess Cut Diamond and 3.27tw Marquise Tanzanite Ring for 4,750.00 in Georgetown, Grand Cayman on 12/**/13. On 12/**/13 a stone fell out I reported it to the store by phone, I was no longer in the Cayman Islands. I was told when I got back to Orlando I would receive a UPS receipt to mail to the New York Office. I received the receipt and mailed the ring on 12/**/13 at 12:41pm. I have spoken to customer service at least 10 times requesting a delivery date.Each time [redacted] would tell me next week.Finally she said she would speak to repair manager [redacted]. I am still waiting. Her number is [redacted]Desired Settlement: I would like to have the exact ring as specificied to be shipped to me now.

Business

Response:

[redacted]contacted Milano Diamond Gallery to have her ring repaired in Mid December. We promised to have the ring to her as soon as possible, however because of the holidays that followed and the time off from the jeweler there were a few major delays. As we did want to ensure the ring would be repaired to complete satisfaction we did not want to rush the process as it was a special order and very necessary to be aware of the surrounding stones. I have spoken to the guest and let her know that the ring is ready and will be shipped tomorrow 02/**/14. We of course apologize for the inconvenience and will provide a gift card to compensate for all the troubles and [redacted]r's kind patience.

Business

Response:

[redacted] contacted Milano Diamond Gallery to have her ring repaired in Mid December. We promised to have the ring to her as soon as possible, however because of the holidays that followed and the time off from the jeweler there were a few major delays. As we did want to ensure the ring would be repaired to complete satisfaction we did not want to rush the process as it was a special order and very necessary to be aware of the surrounding stones. I have spoken to the guest and let her know that the ring is ready and will be shipped tomorrow 02/**/14. We of course apologize for the inconvenience and will provide a gift card to compensate for all the troubles and [redacted]'s kind patience.

Review: We purchased the ring on vacation in Alaska. From the time we bought the ring to the time we walked back to the cruise ship a diamond had fallen out. We took it back to the store and they put in a new diamond and everything was fine. After returning to Dallas, and wearing the ring for a few months, another diamond fell out. We contacted Milano and after a battle they paid to ship the ring back to New York to get fixed again. Now, after not even having the ring for two years, another diamond has fallen out. I first contacted Malano on June [redacted] and have been in contact with two people over email who have been very unresponsive and will now not return my messages.Desired Settlement: I would like Milano to replace my ring. This being the third repair attempt, I feel that I got a faulty ring. I haven't even had the ring for two years and diamonds have fallen out now for the third time. I want a ring where the diamond stay intact.

Business

Response:

To [redacted] at Revdex.com,This letter is in response to the complaint [redacted] has filed against Milano Diamond Gallery. [redacted] (purchase made by her mom [redacted]) contacted Milano through our online customer service e-mail on 06/**/15. She was responded back by our customer service representative at the time (Sonia A[redacted] 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 Krystal. Joseph e-mail the customer on 07/**/2015 to provide pictures of the ring with the missing diamond for which we never received a response from the customer. Then Krystal e-mailed [redacted] after she e-mailed on 07/**/2015 stating she will file a complaint if she did not hear back from us. Since then Krystal has been in touch with [redacted], getting details and images of the piece and informing her about the repair process. The purchase was made back in August, 2013 and we have provided free repairs for [redacted] even though our policy does not include loss of stones especially in gaps of over 12 - 15 months because it is not considered as a manufacturing defect as in her case. Krystal's last e-mail to the customer on 07/**/2015 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 [redacted] with her repairs and have done the same this time as well but we are no longer able to help her with this complaint open. We have all the e-mail conversations between our representatives and [redacted] as proof, along with our policy clearly stating the service warranty on the piece. We are more than happy to help her get her ring repaired but this claim needs to be closed in order for us to proceed forward. We 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 [redacted] or [redacted] confirming her decision to either proceed with the repair process or the complaint.