The customer who has filed this complaint first came into my store on April 5, She left her ring which was in need of re-tipped prongs and complete prong My jeweler, who has been performing repairs such as this for our company since 1992, did the work and delivered the repaired back back to the customer on April She looked over the ring and even complimented my jeweler on a job well done at the time The next contact I had with the customer was on Monday, July 7th She called and the phone call had a confrontational tone to it, accusing my jeweler of switching a couple of small diamonds in the ring for diamonds of lesser clarity She was insistent on bringing the ring in that day for me to see and I asked her to please wait until the following day when my jeweler was working so that she could speak to her directly I felt this was important since my jeweler was being accused of something serious and had the right to defend herself The customer came in on July and began the conversation with the statement "I am an honest person" I thought that was odd since no one had indicated to her that she was not honest I asked her if she could have possibly bumped the ring because sometimes, especially with tiny diamonds and 18k gold which is very soft, damage can occur and people do not even realize they have done damage I asked her these questions because she had stated that she had just been in [redacted] when she noticed the damage and cloudy diamonds and I was thinking about the last time I was in [redacted] how I was picking up landscaping rocks which would certainly create a problem I was not questioning this persons honesty, merely trying to determine what could have happened to this ring we had not seen in months [redacted] assured the customer in my presence that all she had done was retip the prongs and do the complete prong and that she had not encountered any problems during the repair in April I thoroughly inspect every piece of jewelry before it leaves the store The two diamonds were obviously not matching the others and we would most definitely have noticed this in April We questioned why the customer had not noticed this sooner than months later as she seemed to be a very observant person who stated that she carries a jeweler's loope in her handbag and used it to examine the ring while in *** We also asked her if she was having problems with the ring (as she did in April), why she did not go back to the place she had originally purchased it She replied that she had been referred to us because of the reputation we have of doing good work When it became apparent to me that her mind was made up that my jeweler had altered the ring, I made the decision to take it back in and replace the two diamonds in question and smooth the area under the ring she had a problem with I decided it was better to absorb the cost of doing this in order to make someone happy - customer satisfaction is very important to us I was out of the store on vacation at the time the customer picked up the ring we repaired this time at no cost to the customer My jeweler told me that the customer was so happy that she thanked her and even hugged her and promptly left the store She did come back with the ring missing another of the small diamonds and when my jeweler found it in our ultrasonic cleaner she promptly reset that diamond When completed, the husband of the customer came in to pick up the ring the final time He was asked if he wanted to closely inspect the ring when he came in to pick it up He replied "no, I am sure it's fine" and left with it It was a complete shock to receive a certified letter in mid-September from this customer This letter accused my trusted jeweler of being dishonest and made the unreasonable demand of us paying to replace a ring that we never had made or sold to this customer in the first place We did no damage to this ring and truly believe something happened in the months between April & July to it to cause the problems Also, when the ring came back in July, a second jeweler looked at it and concurred that the damage would not have been caused by simply re-tipping and replacing one of the prongs on the center diamond As a precautionary measure and because in years in business I had never been faced with such an attack on the integrity of our company, I had my attorney review the letter and advise me Taking his advice, I will continue to trust in and stand behind my jeweler in this matter I feel it is unfortunate that this customer was told that her only choice was to completely replace the ring by the very same company she had purchased it from In my opinion, they should have done so and not charged the customer since she was having so many issues with it We feel this demand is very unreasonable and unfair and do not intend to either refund the initial charges for the work done in April or pay for the ring they chose to purchase without returning to us in July Sincerely, [redacted] ** [redacted] President & Owner
The customer who has filed this complaint first came into my store on April 5, She left her ring which was in need of re-tipped prongs and complete prong My jeweler, who has been performing repairs such as this for our company since 1992, did the work and delivered the repaired back back to the customer on April She looked over the ring and even complimented my jeweler on a job well done at the time The next contact I had with the customer was on Monday, July 7th She called and the phone call had a confrontational tone to it, accusing my jeweler of switching a couple of small diamonds in the ring for diamonds of lesser clarity She was insistent on bringing the ring in that day for me to see and I asked her to please wait until the following day when my jeweler was working so that she could speak to her directly I felt this was important since my jeweler was being accused of something serious and had the right to defend herself The customer came in on July and began the conversation with the statement "I am an honest person" I thought that was odd since no one had indicated to her that she was not honest I asked her if she could have possibly bumped the ring because sometimes, especially with tiny diamonds and 18k gold which is very soft, damage can occur and people do not even realize they have done damage I asked her these questions because she had stated that she had just been in [redacted] when she noticed the damage and cloudy diamonds and I was thinking about the last time I was in [redacted] how I was picking up landscaping rocks which would certainly create a problem I was not questioning this persons honesty, merely trying to determine what could have happened to this ring we had not seen in months [redacted] assured the customer in my presence that all she had done was retip the prongs and do the complete prong and that she had not encountered any problems during the repair in April I thoroughly inspect every piece of jewelry before it leaves the store The two diamonds were obviously not matching the others and we would most definitely have noticed this in April We questioned why the customer had not noticed this sooner than months later as she seemed to be a very observant person who stated that she carries a jeweler's loope in her handbag and used it to examine the ring while in *** We also asked her if she was having problems with the ring (as she did in April), why she did not go back to the place she had originally purchased it She replied that she had been referred to us because of the reputation we have of doing good work When it became apparent to me that her mind was made up that my jeweler had altered the ring, I made the decision to take it back in and replace the two diamonds in question and smooth the area under the ring she had a problem with I decided it was better to absorb the cost of doing this in order to make someone happy - customer satisfaction is very important to us I was out of the store on vacation at the time the customer picked up the ring we repaired this time at no cost to the customer My jeweler told me that the customer was so happy that she thanked her and even hugged her and promptly left the store She did come back with the ring missing another of the small diamonds and when my jeweler found it in our ultrasonic cleaner she promptly reset that diamond When completed, the husband of the customer came in to pick up the ring the final time He was asked if he wanted to closely inspect the ring when he came in to pick it up He replied "no, I am sure it's fine" and left with it It was a complete shock to receive a certified letter in mid-September from this customer This letter accused my trusted jeweler of being dishonest and made the unreasonable demand of us paying to replace a ring that we never had made or sold to this customer in the first place We did no damage to this ring and truly believe something happened in the months between April & July to it to cause the problems Also, when the ring came back in July, a second jeweler looked at it and concurred that the damage would not have been caused by simply re-tipping and replacing one of the prongs on the center diamond As a precautionary measure and because in years in business I had never been faced with such an attack on the integrity of our company, I had my attorney review the letter and advise me Taking his advice, I will continue to trust in and stand behind my jeweler in this matter I feel it is unfortunate that this customer was told that her only choice was to completely replace the ring by the very same company she had purchased it from In my opinion, they should have done so and not charged the customer since she was having so many issues with it We feel this demand is very unreasonable and unfair and do not intend to either refund the initial charges for the work done in April or pay for the ring they chose to purchase without returning to us in July Sincerely, [redacted] ** [redacted] President & Owner