We take great pride in our integrity, the service we give and the quality of the jewelry we sell. We understand that not all situations are perfect but we do strive to try to come up with solutions that are fair to both parties when there is a disagreement. There also comes a point where... we have to protect our business. I believe if you look back on our records with the BBB and the fact that we have been in business for 52 years there are very few, if any, negative reports on us.First we are a freestanding business in a strip and consider ourselves a destination store that does not lend itself to impulse buying. Mr. [redacted] s came into our store before closing time on December 23, 2016 with a friend to help him with the engagement selection process. We spent quite a bit of time with him showing him the different options. We told him about the center diamond options and he selected a diamond that we examined under the scope. He asked if he could return this for a refund. At that time, I told him no which is our standard policy and I would rather him think about it. We later agreed that if he was not happy with the purchase, he could return either the diamond, the mounting or both for any style ring that he wanted. Because this ring is separate from the diamond and the fact that the diamond was on Memo which we agreed to immediately pay the cutter for of the time of sale makes this a more difficult and timely process for us. We did tell him that if he came in on December 24th and wish to purchase the ring, I could not promise to have the work completed because that would be the day before Christmas. If he made the decision that evening of the 23rd, I told him I would stay that night and make the alterations to the ring, set the diamond and do an appraisal and have it ready by 10 am the morning of December 24th.Unfortunately, we cannot attach the video because it is not one of the above but we are mailing it to you today with reference to this complaint. As you can see from the video, it took some time to get his credit card authorized by the bank for the charge of $9,500.75 for the ring.Given the length of time he took with the phone authorization with the credit card company and the length of time he was in the store, he had sufficient time not to make the purchase. Also, considering that we had to buy the diamond, alter the mounting to where another diamond could not be set into the ring, we think the options given to Mr. [redacted] s are more than fair. The two options given were as follows:1) We offered a full refund of $9,500.75 with the exception of a $500 restocking fee or2) We offered him a refund of half the amount of $9,500.75 with the remaining half and in-store credit.
I am rejecting this response for several reasons Most importantly, it is my understanding that consumers are afforded protection allows for return/refund within a hour period as outlined in policy by the NCDOJ: http://www.ncdoj.gov/Consumer/Purchases-and-Contracts/Right-to-Cancel.aspx I did not go into this purchase arrangement with the intent of falling back on this legality, but was told about it after the fact by a third partyIt is important to note that in this instance, neither the diamond nor the setting ever left the business' premises and is still in the store owner's possession, as far as I know, while I am sitting on a dollar credit card chargeI returned to the store less than hours later upon learning that my prospective fiance' did not like that particular style of ringI had considerable trepidation about making a nearly 10,credit card charge without taking possession of the ring, but the owner insisted that I must pay THEN, or risk not having the ring available by Christmas While it isn't the sole reason for rejecting the store owner's response, in retrospect, I do believe this was a bit of high pressure salesmanship that I didn't fully appreciate until after the purchase In hindsight, I should only agreed to pay for the ring when it was ready to be delivered, as I have done in every other high dollar purchase that I have made.I have no a priori reason to question the owner's credibility, but the response I was given when I requested a refund hours after the charge was applied sounds specious The dollar charge was made AFTER business hours in what appears to be a means to "cement" the deal when he had no intention of delivering the product until the following day at the earliest The owner told me that once he paid for the loose diamond, that "he owned it" and there was no way that he could return itWhile his claim may be true, I've asked four other jewelers about this and not one of them has corroborated this story. In fact, it would seem that he could have run the charge the following morning when the ring was to be picked up Furthermore, if he was willing to accommodate an exchange for a different diamond and/or setting, that still left the owner with "owning" the diamond in question which seems to negate the reason he refused a refundIt appears to me that this is an instance of the vendor not wanting to lose a high dollar sale versus him losing money, which is what he told me the following morning When I pointed out that he would still own the same diamond in an exchange, he became a bit flustered and didn't offer an explanation beyond that. While I appreciate his offer for exchange, his insistence on a dollar "restocking" fee seems arbitrarily high If the above legislation bonafidely allows me to cancel this transaction within the hour "cooling" off period, there is no mention of allowing a vendor to assign an arbitrary restocking fee.I would hope that the vendor would place as high a priority on customer satisfaction as he does in making a high dollar sale, but I do not feel that this is the caseI would like the experience of purchasing a high dollar engagement ring to be a GOOD experience, but I'm now left with an engagement ring that the recipient will not like, along with a bitter taste and the feeling that I fell victim to some slick salesmanshipOn the morning after the purchase, when I informed the owner that my girlfriend told me in no uncertain terms that she didn't like that particular style of ring, he insisted that she wouldRepeatedlySo, at this point, I have the unsavory choice of presenting my partner with a ring that she will certainly not like, or accepting his exchange plan, which I do not care to do. It is not my intention to impugn this vendor in any wayI simply feel that at this point, both parties would be best served by not continuing this transactionI have initiated a dispute of the charges through my bank and as stated above out of concern for the security of a high dollar item that is not in my possession I have also filed an inquiry through the Jeweler's board of trade I had hoped that appealing to the vendors sense of fairness would allow for a refund for the reasons I have described I would rather NOT pursue legal channels to recoup my charge, but given the circumstances,if the dispute cannot be resolved through this channel, I fell I may have to. Regards,
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We take great pride in our integrity, the service we give and the quality of the jewelry we sell. We understand that not all situations are perfect but we do strive to try to come up with solutions that are fair to both parties when there is a disagreement. There also comes a point where...
we have to protect our business. I believe if you look back on our records with the Revdex.com and the fact that we have been in business for 52 years there are very few, if any, negative reports on us.First we are a freestanding business in a strip and consider ourselves a destination store that does not lend itself to impulse buying. Mr. [redacted]s came into our store before closing time on December 23, 2016 with a friend to help him with the engagement selection process. We spent quite a bit of time with him showing him the different options. We told him about the center diamond options and he selected a diamond that we examined under the scope. He asked if he could return this for a refund. At that time, I told him no which is our standard policy and I would rather him think about it. We later agreed that if he was not happy with the purchase, he could return either the diamond, the mounting or both for any style ring that he wanted. Because this ring is separate from the diamond and the fact that the diamond was on Memo which we agreed to immediately pay the cutter for of the time of sale makes this a more difficult and timely process for us. We did tell him that if he came in on December 24th and wish to purchase the ring, I could not promise to have the work completed because that would be the day before Christmas. If he made the decision that evening of the 23rd, I told him I would stay that night and make the alterations to the ring, set the diamond and do an appraisal and have it ready by 10 am the morning of December 24th.Unfortunately, we cannot attach the video because it is not one of the above but we are mailing it to you today with reference to this complaint. As you can see from the video, it took some time to get his credit card authorized by the bank for the charge of $9,500.75 for the ring.Given the length of time he took with the phone authorization with the credit card company and the length of time he was in the store, he had sufficient time not to make the purchase. Also, considering that we had to buy the diamond, alter the mounting to where another diamond could not be set into the ring, we think the options given to Mr. [redacted]s are more than fair. The two options given were as follows:1) We offered a full refund of $9,500.75 with the exception of a $500 restocking fee or2) We offered him a refund of half the amount of $9,500.75 with the remaining half and in-store credit.
We take great pride in our integrity, the service we give and the quality of the jewelry we sell. We understand that not all situations are perfect but we do strive to try to come up with solutions that are fair to both parties when there is a disagreement. There also comes a point where... we have to protect our business. I believe if you look back on our records with the BBB and the fact that we have been in business for 52 years there are very few, if any, negative reports on us.First we are a freestanding business in a strip and consider ourselves a destination store that does not lend itself to impulse buying. Mr. [redacted] s came into our store before closing time on December 23, 2016 with a friend to help him with the engagement selection process. We spent quite a bit of time with him showing him the different options. We told him about the center diamond options and he selected a diamond that we examined under the scope. He asked if he could return this for a refund. At that time, I told him no which is our standard policy and I would rather him think about it. We later agreed that if he was not happy with the purchase, he could return either the diamond, the mounting or both for any style ring that he wanted. Because this ring is separate from the diamond and the fact that the diamond was on Memo which we agreed to immediately pay the cutter for of the time of sale makes this a more difficult and timely process for us. We did tell him that if he came in on December 24th and wish to purchase the ring, I could not promise to have the work completed because that would be the day before Christmas. If he made the decision that evening of the 23rd, I told him I would stay that night and make the alterations to the ring, set the diamond and do an appraisal and have it ready by 10 am the morning of December 24th.Unfortunately, we cannot attach the video because it is not one of the above but we are mailing it to you today with reference to this complaint. As you can see from the video, it took some time to get his credit card authorized by the bank for the charge of $9,500.75 for the ring.Given the length of time he took with the phone authorization with the credit card company and the length of time he was in the store, he had sufficient time not to make the purchase. Also, considering that we had to buy the diamond, alter the mounting to where another diamond could not be set into the ring, we think the options given to Mr. [redacted] s are more than fair. The two options given were as follows:1) We offered a full refund of $9,500.75 with the exception of a $500 restocking fee or2) We offered him a refund of half the amount of $9,500.75 with the remaining half and in-store credit.
I am rejecting this response for several reasons Most importantly, it is my understanding that consumers are afforded protection allows for return/refund within a hour period as outlined in policy by the NCDOJ: http://www.ncdoj.gov/Consumer/Purchases-and-Contracts/Right-to-Cancel.aspx I did not go into this purchase arrangement with the intent of falling back on this legality, but was told about it after the fact by a third partyIt is important to note that in this instance, neither the diamond nor the setting ever left the business' premises and is still in the store owner's possession, as far as I know, while I am sitting on a dollar credit card chargeI returned to the store less than hours later upon learning that my prospective fiance' did not like that particular style of ringI had considerable trepidation about making a nearly 10,credit card charge without taking possession of the ring, but the owner insisted that I must pay THEN, or risk not having the ring available by Christmas While it isn't the sole reason for rejecting the store owner's response, in retrospect, I do believe this was a bit of high pressure salesmanship that I didn't fully appreciate until after the purchase In hindsight, I should only agreed to pay for the ring when it was ready to be delivered, as I have done in every other high dollar purchase that I have made.I have no a priori reason to question the owner's credibility, but the response I was given when I requested a refund hours after the charge was applied sounds specious The dollar charge was made AFTER business hours in what appears to be a means to "cement" the deal when he had no intention of delivering the product until the following day at the earliest The owner told me that once he paid for the loose diamond, that "he owned it" and there was no way that he could return itWhile his claim may be true, I've asked four other jewelers about this and not one of them has corroborated this story. In fact, it would seem that he could have run the charge the following morning when the ring was to be picked up Furthermore, if he was willing to accommodate an exchange for a different diamond and/or setting, that still left the owner with "owning" the diamond in question which seems to negate the reason he refused a refundIt appears to me that this is an instance of the vendor not wanting to lose a high dollar sale versus him losing money, which is what he told me the following morning When I pointed out that he would still own the same diamond in an exchange, he became a bit flustered and didn't offer an explanation beyond that. While I appreciate his offer for exchange, his insistence on a dollar "restocking" fee seems arbitrarily high If the above legislation bonafidely allows me to cancel this transaction within the hour "cooling" off period, there is no mention of allowing a vendor to assign an arbitrary restocking fee.I would hope that the vendor would place as high a priority on customer satisfaction as he does in making a high dollar sale, but I do not feel that this is the caseI would like the experience of purchasing a high dollar engagement ring to be a GOOD experience, but I'm now left with an engagement ring that the recipient will not like, along with a bitter taste and the feeling that I fell victim to some slick salesmanshipOn the morning after the purchase, when I informed the owner that my girlfriend told me in no uncertain terms that she didn't like that particular style of ring, he insisted that she wouldRepeatedlySo, at this point, I have the unsavory choice of presenting my partner with a ring that she will certainly not like, or accepting his exchange plan, which I do not care to do. It is not my intention to impugn this vendor in any wayI simply feel that at this point, both parties would be best served by not continuing this transactionI have initiated a dispute of the charges through my bank and as stated above out of concern for the security of a high dollar item that is not in my possession I have also filed an inquiry through the Jeweler's board of trade I had hoped that appealing to the vendors sense of fairness would allow for a refund for the reasons I have described I would rather NOT pursue legal channels to recoup my charge, but given the circumstances,if the dispute cannot be resolved through this channel, I fell I may have to. Regards,
*** ***
We take great pride in our integrity, the service we give and the quality of the jewelry we sell. We understand that not all situations are perfect but we do strive to try to come up with solutions that are fair to both parties when there is a disagreement. There also comes a point where...
we have to protect our business. I believe if you look back on our records with the Revdex.com and the fact that we have been in business for 52 years there are very few, if any, negative reports on us.First we are a freestanding business in a strip and consider ourselves a destination store that does not lend itself to impulse buying. Mr. [redacted]s came into our store before closing time on December 23, 2016 with a friend to help him with the engagement selection process. We spent quite a bit of time with him showing him the different options. We told him about the center diamond options and he selected a diamond that we examined under the scope. He asked if he could return this for a refund. At that time, I told him no which is our standard policy and I would rather him think about it. We later agreed that if he was not happy with the purchase, he could return either the diamond, the mounting or both for any style ring that he wanted. Because this ring is separate from the diamond and the fact that the diamond was on Memo which we agreed to immediately pay the cutter for of the time of sale makes this a more difficult and timely process for us. We did tell him that if he came in on December 24th and wish to purchase the ring, I could not promise to have the work completed because that would be the day before Christmas. If he made the decision that evening of the 23rd, I told him I would stay that night and make the alterations to the ring, set the diamond and do an appraisal and have it ready by 10 am the morning of December 24th.Unfortunately, we cannot attach the video because it is not one of the above but we are mailing it to you today with reference to this complaint. As you can see from the video, it took some time to get his credit card authorized by the bank for the charge of $9,500.75 for the ring.Given the length of time he took with the phone authorization with the credit card company and the length of time he was in the store, he had sufficient time not to make the purchase. Also, considering that we had to buy the diamond, alter the mounting to where another diamond could not be set into the ring, we think the options given to Mr. [redacted]s are more than fair. The two options given were as follows:1) We offered a full refund of $9,500.75 with the exception of a $500 restocking fee or2) We offered him a refund of half the amount of $9,500.75 with the remaining half and in-store credit.