Ritani

Revdex.com: 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 resolved Sincerely, [redacted] I am a little confused by Ritani's responseI am to understand that I can get 5% off or 15% off of a diamond off my choosing from Ritani's stock? Please advise.Thank you [redacted]

Thank you for the opportunity to address this customer’s issue they encountered at Ritani ([redacted]).  It is our goal to hit 100% customer satisfaction and we for sure missed the mark on this one.For background, Ritani manages an inventory of close to 100K diamonds with...

sourcing both from our own inventory and a select group of vendors around the world.  On Saturday January [redacted], one of our international vendors file system broke down causing incorrect prices to be reflected on our website.  This breakdown caused pricing errors of 20-30% within their inventory.  Multiple attempts to purchase these items occurred during the time period given the significantly under priced stones when compared to our existing inventory and from our competitors.  Upon discovery of the problem, the inventory was removed from the site and we began the process of reaching out to each consumer to address the problem.If the price discrepancy were not so egregious we would simply absorb the difference, but a price delta of this size, at this price point, would result in a loss of over $5,000 for Ritani.  Our policy regarding pricing errors, outlined in our Terms & Conditions ([redacted]s), is agreed to as part of each and every transaction:Data, including prices, may be inaccurately displayed on our Site due to system or typographical errors. While we make every attempt to avoid these errors, they may occur. We reserve the right to correct any and all errors when they do occur, and we do not honor inaccurate or erroneous prices.  If a product's listed price is lower than its actual price, we will, at our discretion, either contact you for instructions before shipping the product or cancel the order and notify you of such cancellation.   To be clear, this was not a matter of Ritani marking up its’ prices incorrectly, nor was it a bait-and-switch – this was a mistake made by our vendor. When we became aware of the problem we removed ALL the vendor’s diamonds from our site within 24 hours. We take pricing issues very seriously and only returned the vendor’s goods to our site when we were confident the error was addressed. We’ve also re-examined our automatic checks on diamond feeds to ensure this does not happen in the future. In an effort to make amends with the customer we offered to sell the diamond at approximately 5% below cost or source alternatives.  Including our fulfillment and process costs, we would still lose close to 15%.  This offer remains open as a way to help reconcile the issue.Please let me know how else we can help.Best regards,[redacted]Ritani

Revdex.com:
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 resolved.
Sincerely,
[redacted]
I am a little confused by Ritani's response. I am to understand that I can get 5% off or 15% off of a diamond off my choosing from Ritani's stock?
Please advise.Thank you[redacted]

We apologize if our customer service department did not explain that this ring is a single casted piece with the heart design plated with rose gold.  Due to the nature of the design, it is not possible to cast this piece using the different colors of solid gold.  As is our...

policy, our customer service department has contacted you and together with you, have redesigned a new ring which we hope will be to your liking.  If this is not the case, please do not hesitate to call and speak with a member of our management team.

Review: My name is [redacted], and I am a customer service representative here at Ritani.

You recently placed a hold for a diamond priced at $11,173

We regret to inform you that the diamond you have selected was priced incorrectly due to a pricing error on the vendor’s end.

Ritani owns the majority of our diamonds but we also work with a number of partnering vendors to offer our customers an extensive number of options.

We cannot price the diamond you placed on hold at $11,173

The actual price of the diamond as relayed to us from the vendor is $16,025.73

Due to the inconvenience we will off the diamond at cost to you and not place a mark up on the diamond for profit

If you would like to keep the diamond and place an order for it, I will have to adjust the price accordingly.

We attempted to locate a similar diamond around the original price you requested it for. However, there are no similar diamonds available in that price range.

Our sincerest apologies, we do not encounter challenges like this frequently and want you to know that we are actively working to provide all customers that have been effected by error with correct pricing. We are truly sorry for any inconvenience this may cause. If you have any questions, please do not hesitate to contact one of our customer service representatives at [redacted] or [redacted]I ([redacted]).

THIS DIAMOND IS FOR SALE FOR $16.026 THE RITANI MARK UP IS $0 023 ? GOOD CUSTOMER SERVICE CAN I HAVE RITANI [redacted] PHONE NR PLEASE [redacted] THANKS

Business

Response:

Thank you for the opportunity to address this customer’s issue they encountered at Ritani ([redacted]). It is our goal to hit 100% customer satisfaction and we for sure missed the mark on this one.For background, Ritani manages an inventory of close to 100K diamonds with sourcing both from our own inventory and a select group of vendors around the world. On Saturday January [redacted], one of our international vendors file system broke down causing incorrect prices to be reflected on our website. This breakdown caused pricing errors of 20-30% within their inventory. Multiple attempts to purchase these items occurred during the time period given the significantly under priced stones when compared to our existing inventory and from our competitors. Upon discovery of the problem, the inventory was removed from the site and we began the process of reaching out to each consumer to address the problem.If the price discrepancy were not so egregious we would simply absorb the difference, but a price delta of this size, at this price point, would result in a loss of over $5,000 for Ritani. Our policy regarding pricing errors, outlined in our Terms & Conditions ([redacted]s), is agreed to as part of each and every transaction:Data, including prices, may be inaccurately displayed on our Site due to system or typographical errors. While we make every attempt to avoid these errors, they may occur. We reserve the right to correct any and all errors when they do occur, and we do not honor inaccurate or erroneous prices. If a product's listed price is lower than its actual price, we will, at our discretion, either contact you for instructions before shipping the product or cancel the order and notify you of such cancellation. To be clear, this was not a matter of Ritani marking up its’ prices incorrectly, nor was it a bait-and-switch – this was a mistake made by our vendor. When we became aware of the problem we removed ALL the vendor’s diamonds from our site within 24 hours. We take pricing issues very seriously and only returned the vendor’s goods to our site when we were confident the error was addressed. We’ve also re-examined our automatic checks on diamond feeds to ensure this does not happen in the future. In an effort to make amends with the customer we offered to sell the diamond at approximately 5% below cost or source alternatives. Including our fulfillment and process costs, we would still lose close to 15%. This offer remains open as a way to help reconcile the issue.Please let me know how else we can help.Best regards,[redacted]Ritani

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 resolved.

Sincerely,

I am a little confused by Ritani's response. I am to understand that I can get 5% off or 15% off of a diamond off my choosing from Ritani's stock?

Please advise.Thank you[redacted]

I purchased a necklace for my wife from ritani in the middle of December and by the end of January the necklace broke. I mean it literally just fell off of my wife's neck when she was sitting still. So of course I get ahold of ritani assuming they would repair or replace the necklace, no problem. They responded that they of course would repair the necklace but charge me $70.00 to ship it to them when I paid $85.00 for the necklace. I called and said that's ridiculous and I want it shipped and repaired for free. They said it would be repaired for free but all I would have to do was pay for shipping and that's just the way it was. So that conversation ended there and the next day I get an email saying they made a mistake and it would actually be $60.00, $30.00 both ways. I never responded and I'm never buying anything from them again. A white gold necklace only a month old just broke for no reason and this company won't pay to ship and replace it.

Review: In October of 2014 I worked with Ritani customer service who made a custom ring order to adapt a ring design. The ring included what I thought was rose gold pieces on the sides of the main diamond. When we received the ring, the pieces were not included in the ring and we sent it back promptly to have them included as the original order stated. After they were in place and sent back, the ring remained in the box until my fiancée proposed about a year later. About 2 weeks after wearing the ring, the rose gold had completely worn off. We sent the ring back with a letter explaining the problem to be corrected. After receiving the ring again, the Rose gold once again started rubbing off within 2-3 days. I wrote a letter to customer service describing the problem again and received no reply. I then sent the letter in the form of an email and received an email stating that I should basically take the ring off every time I wash my hands, handle chemicals, shower, etc. and that our warranty only covered once a year replating what actually turned out to be Rose gold sauder I'm assuming, not actual pieces of rose gold. The setting alone cost over $2000 for just sauder.Desired Settlement: Either refund or exchange for a similarly priced item

Business

Response:

We apologize if our customer service department did not explain that this ring is a single casted piece with the heart design plated with rose gold. Due to the nature of the design, it is not possible to cast this piece using the different colors of solid gold. As is our policy, our customer service department has contacted you and together with you, have redesigned a new ring which we hope will be to your liking. If this is not the case, please do not hesitate to call and speak with a member of our management team.

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 resolved.

Sincerely,