I apologize if I don't seem sympathetic I actually do feel bad, Wedding day always strives for 100% customer satisfaction. If you read my last response I did say I would bring in other diamonds for you to view but I will price them like any of our other diamonds, not the way you think they should be priced. I will pull the original paperwork again and send it to you so you can see the documentation on the original purchase. Charley was an excellent employee who was very detailed and honest when selling something that was not going to have our warranty/upgrade privilege because that is a huge deal.
Initial Business Response /* (1000, 5, 2016/03/16) */
We apologize for the issues Ms. [redacted] is having with her ring. At the time of purchase, all of our jewelry included a 3 year maintenance warranty. Our warranty did not change to include a lifetime of free maintenance until 2004. That being...
said, we will take care of this repair for Ms. [redacted] and make sure she is not charged for the repairs needed at this time.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */
Closing case due to no response from the consumer after business responded. lra
To Whom It May Concern,Thank you for the clarification on your original message to us. In regards to our ads, we are unaware of any other jeweler in the St. Cloud area that carries lab grown diamonds as part of their basic inventory. We are aware that any jeweler can bring them in on special cases for individual clients or may have a few different options in stock. However, our business model is to inventory vast amounts of both earth mined and lab grown diamonds so any client that walks into our store will have all the choices available and they are given the opportunity on the spot to compare them side by side. If a jeweler waits to bring them in or has a limited inventory to begin with, it does not offer the client the same choices that Wedding Day Diamonds is able to offer and confidently advertise in the area. This being said, we have new ads being created right now for April and the current ads running will be rotated out. Sincerely, Erin [redacted], Wedding Day Diamonds Marketing
I am rejecting this response because:
Attached is a copy of my last email to Wedding Day which, for the third time, went completely ignored. Quite honestly, I don't know if the receipt says non-upgradeable or not as I have yet to be provided a copy (for the 2nd time), but even if it does the salesperson has a responsibility to explain this to customers and Charley did not explain this to myself or my husband. It would have affected our decision to purchase the diamond. At the least, the store should apologize and attempt to remedy the situation. Instead, all I see in these replies are allegations that I'm wrong and a "tough luck" tone. That's bad business and indicative of exactly the type of customer service behavior I'm complaining of. When I spend over $9000 with a company, I expect much better. As Mike seems completely unwilling to compromise, I will have to pursue other legal remedies and plan to contact the Attorney General's office for additional options/guidance.
The customer was aware that they were purchasing a diamond that was non-refundable, non-upgradable. We went above and beyond trying to find a diamond that she wanted and was willing to work with her on exchanging her diamond for a different shape. Online pricing will always be different from what...
you will find in brick and mortar stores. We have offered to the client a copy of the signed receipt stating that there is no upgrade and can provide it here as well. If you have additional questions don't hesitate to ask.Mike [redacted]General ManagerWedding Day Diamonds
I am rejecting this response because:Per phone call with Mike he clarified that he is referring to the Earth mined stones and lab grown stones. The reference to natural stones was a mistake.
I apologize if I don't seem sympathetic I actually do feel bad, Wedding day always strives for 100% customer satisfaction. If you read my last response I did say I would bring in other diamonds for you to view but I will price them like any of our other diamonds, not the way you think they should be priced. I will pull the original paperwork again and send it to you so you can see the documentation on the original purchase. Charley was an excellent employee who was very detailed and honest when selling something that was not going to have our warranty/upgrade privilege because that is a huge deal.
Initial Business Response /* (1000, 5, 2016/03/16) */
We apologize for the issues Ms. [redacted] is having with her ring. At the time of purchase, all of our jewelry included a 3 year maintenance warranty. Our warranty did not change to include a lifetime of free maintenance until 2004. That being...
said, we will take care of this repair for Ms. [redacted] and make sure she is not charged for the repairs needed at this time.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */
Closing case due to no response from the consumer after business responded. lra
To Whom It May Concern,Thank you for the clarification on your original message to us. In regards to our ads, we are unaware of any other jeweler in the St. Cloud area that carries lab grown diamonds as part of their basic inventory. We are aware that any jeweler can bring them in on special cases for individual clients or may have a few different options in stock. However, our business model is to inventory vast amounts of both earth mined and lab grown diamonds so any client that walks into our store will have all the choices available and they are given the opportunity on the spot to compare them side by side. If a jeweler waits to bring them in or has a limited inventory to begin with, it does not offer the client the same choices that Wedding Day Diamonds is able to offer and confidently advertise in the area. This being said, we have new ads being created right now for April and the current ads running will be rotated out. Sincerely, Erin [redacted], Wedding Day Diamonds Marketing
I am rejecting this response because:
Attached is a copy of my last email to Wedding Day which, for the third time, went completely ignored. Quite honestly, I don't know if the receipt says non-upgradeable or not as I have yet to be provided a copy (for the 2nd time), but even if it does the salesperson has a responsibility to explain this to customers and Charley did not explain this to myself or my husband. It would have affected our decision to purchase the diamond. At the least, the store should apologize and attempt to remedy the situation. Instead, all I see in these replies are allegations that I'm wrong and a "tough luck" tone. That's bad business and indicative of exactly the type of customer service behavior I'm complaining of. When I spend over $9000 with a company, I expect much better. As Mike seems completely unwilling to compromise, I will have to pursue other legal remedies and plan to contact the Attorney General's office for additional options/guidance.
The customer was aware that they were purchasing a diamond that was non-refundable, non-upgradable. We went above and beyond trying to find a diamond that she wanted and was willing to work with her on exchanging her diamond for a different shape. Online pricing will always be different from what...
you will find in brick and mortar stores. We have offered to the client a copy of the signed receipt stating that there is no upgrade and can provide it here as well. If you have additional questions don't hesitate to ask.Mike [redacted]General ManagerWedding Day Diamonds
I am rejecting this response because:Per phone call with Mike he clarified that he is referring to the Earth mined stones and lab grown stones. The reference to natural stones was a mistake.