Your Jewelry Box

Revdex.com [redacted] Holliday Drive, Suite Pittsburgh, PA 15220RE: ID# [redacted] Dear [redacted] ,Regarding the complaint filed by [redacted] , we are sincerely sorry that this client hasn't had a favorable service experience to say the leastIt is always our goal to under promise and over deliver, and it appears in this scenario we missed the markWith every repair jobs there are risks potential delays that can come into play which is why all due dates are estimatedWe try to remain in communication, so clients are always aware what stage their repair is inWhen we work on jewelry of any kind there is always a chance the original craftsmanship may cause delays, things like porosity in the metal, previous work having been performed in subpar format, light prong work etcWhen the client mentions an initial delay related to compound I believe she is referring to a heat-synching jelly utilized as an added precaution when working with silverSince silver is such a great conductor of heat stones other than diamonds, sapphires, and rubies are at risk of heat damageMoissanite which is the stone in this ring is a relatively stable lab created gemstone, however in some of the older version moissanites the contained a series of minerals that causes color changes that are unpredictableAs he complaint points out, apparently despite us taking added heat-synching precautions one of the stones reactedThat stone had to be ordered at our expense of course and securely set in the place of the damaged stoneThis is a sad reality anyone in our industry can attest toWhile it is extremely rare for us to have to replace a stone it does happen with less stable stonesRegarding the centering of the two bands with the solitaireAnytime we are soldering bands to a diamond solitaire that haven't been expressly made to fit against it there is a degree of subjectivity that comes into playWe believed them to be well centered and were not made aware of any "squished" bandI spoke with our Operations Manager who assisted the client upon pick up, and she was not made aware of the clients dis-satisfactionShe in fact offered that if the client wasn't happy we would be more than happy to re-adjust, but the client proceeded to pick up the ringsWe would encourage the client to reach out to us so we can adjust the rings to her complete satisfactionWe have two Master Bench Jewelers and perform repairs and custom fabrications on millions of dollars of jewelry every yearWhatever concerns she may have we can address, but in this instance, she will have to reach out to us to allow us to helpOf course, all of our work is guaranteed for months as wellIn addition, and as an olive branch to the client we have placed a credit of $on her account towards a future service or purchaseWe want every experience to be perfect, but when it isn't, all we ask is the chance to make it rightI sincerely hope [redacted] will reach out and allow us to make it to her satisfaction, and I hope she will at some future time utilize our small gift towards another chance at the YJB experience we strive for her to experience.Sincerely,Devin *M***Your Jewelry Box, LLC

To Whom it may concern regarding a complaint filed by *** ** ***;Regarding complaint # *** Your Jewelry Box first wishes to express regret that the client *** ** *** and her boyfriend *** *** weren't satisfied with their experience of either merchandise or serviceLet it
first be said that it is always our priority to service our clients with a constant focus on exceeding their expectationsWhile we recognize that even with the greatest effort, we cannot satisfy every client given every scenario and we do approach this and any concern or conflict with the hopes of a positive resolutionI will lay out the timeline of facts as best I can beiow and hope to show both our reasoning for our resolution and the human factor that went into the decision.On February 24th, *** ** *** visited our Altoona, Pennsylvania showroomWe had prepared at her request a series of diamonds matching specifications that she had notified us of in advance of her visitSome of the diamonds were a part of our standard inventory and others were brought in to present additional options at no obligation to the client as is standard practiceThe diamond in question was selected by the clientIt was presented loose, as well as with both tweezers and a ring holder presentation toolLighting and integrity of the presentation will be addressed belowAfter selecting the diamond *** assured our Diamond Consultant Amber that this was in fact the diamond she wanted, it should be noted that Amber is currently a graduate of the Gemological Institute of America and while she is pursuing advanced gemological studies now she is considered a credentialed member of our staff and the greater industryWe waived the minimum deposit to layaway a diamond and took a reduced $deposit*** had been in at least one other time before bringing her boyfriend in to stop and see the diamond when she was in townMoving forward a few months on or about May 20, 2017, *** brought *** into our Altoona Showroom for the first timeDuring the presentation of the diamond *** had selected, he believed he noticed a "carbon" spot technically known as a crystalWe had heard in the letter to the Revdex.com as well as on the phone from *** on May 27, that Amber verified the dark presence as a "carbon spot"Sadly, for us this is here-say as Amber has denied any discussion regarding any visible inclusion as there are none visible to the naked eyeWe regret that at this moment a senior member of our gemological staff wasn't brought in to sort out whatever concerns were presentThe diamond selected was a Carat Round Brilliant diamond, natural earth mined, with a clarity of VSand a color grade of EThis stone was graded by two in-house Gemologist Diamond Certificate Holders as well as being verified using a Sarine Gemological scanSarine isa machine that reviews the optic properties of diamond crystals and calculated light performanceWhile Sarine would never replace the skill set of a GIA grader, it is accepted in the US Courts, Being a VSthere are no visible inclusions to the naked eyeUnder x magnification inclusions are somewhat challenging to locate and identifyThis particular diamond does not have any crystal or "carbon" inclusion, it does contain a few small pinpoint inclusions off the table located in the crown and two small white clouds one located on the pavilion and one on the pavilion just under the girdleWhen we heard the complaint from *** that her boyfriend had believed he saw a "carbon spot", Kerry, our Operations Manager and Certified Diamond Grader, inspected the diamond and concluded that the only optical possibility was that he had seen a facet shadow reflectionBecause diamonds are crystals they reflect light, or a lack of light and in fancy shapes, it is sometimes called the bowtie effectIn this case it would have to do simply with holding the diamond at an angle from an overhead light source that causes one of the crown facets on the top of the diamond to reflect light back out of the diamond rather than it enteringThis is the reason why when you look at any still photograph of a diamond there are always facets that appear dark as well as bright white and even blue or red hues of facetsAs a diamond is moved or turned the light is changing directions upon entering and refracting differently thus changing which facets are reflecting light and from what part of the color spectrum.Regarding the lighting, we employ LED 6000K white ambient light within our showroom to eliminate the possibility of our showroom lighting affecting the appearance of any diamonds we presentThis is standard practice and in no way enhances or modifies the appearance of any diamond, in fact it assures that characteristics such as color or the appearance of subtle factors such as fluorescence are not able to affect the visibility of external or internal characteristics.In response to a feeling of deceitful presentation, it is honestly outside of our ability to mask or intentionally hide characteristics of a loose diamondOne of the greatest benefits of shopping loose diamonds is the reality that you the consumer can inspect the diamond from every angleWhile grading is always performed table up / top down it gives a greater ability for any consumer to inspect the gemTweezers hold the diamond from the girdle and wouldn't be able to cover or mask anything visible from the top or bottomRing holders do have four large claws that hold the stone well enough that it can be viewed on the fingerThese are a little clunky because of their nature, but loose stones are never presented exclusively in this manner.Our integrity has been established over many years and rides completely on our ability to professionally represent the diamonds that we present for saleWe sell a luxury product that requires significant product awarenessFor this reason, every member of our team completestraining with the world's most respected gemological school - GIATransparency is the reason we have been blessed to grow and develop so many great client relationships during the course of business.On May 27, when *** spoke with Kerry and informed her of the situation she requested a refund of the depositBecause the diamond had been held for months, layaway terms would have allowed for no refund whatsoeverDespite this, in a focused effort to satisfy the client, *** was offered a 100% full credit applied to her account good towards anything in the store with no expiration dateShe made it clear that she didn't find this acceptableIt was our initial hope that when she had a few moments to think it over, she would give us the opportunity to help her better understand her diamond, especially because she herself never actually viewed the purported "carbon spot”Sadly, at the moment this doesn't appear to have happenedWe are always quick to set policy to the side when it comes to satisfying a client, but there is always a point at which we have an obligation to do what is most fair for the benefit of all clientsIf we allowed clients to withhold diamonds from sale for months at a time, given the nature of turn it would be detrimental to our business as a whole and to our ability to provide continued support to the thousands of clients who have placed their trust in our products and servicesWe feel that offering a full credit no strings attached allows the client to still have use of her funds for any desired purpose while still allowing us to justify the insurance, storage, line of credit interest, and other expenses incurred on a diamond specifically held at the client's request.Every scenario is a learning experienceWe believe we could have done a better job bringing added knowledge to the boyfriend *** at the moment he may have referenced seeing a "carbon spot"We believe our Diamond Consultant should have incorporated the microscope into the presentationWe also believe we should have done a little more probing to uncover concerns or objections before *** and *** left the storeThese are areas we will strive to do better in the future.We regret that this client hasn't been able to be satisfied to dateWe are more than willing and ready to proceed in assisting this client should they feel a willingness to allow us to earn their trust but we cannot offer more than the full store credit we have already offeredWe would be more than happy to provide additional diamonds to select from and would happily present them to you in any format that would instill confidenceIf you can find it in your heart to set aside your concerns and give us the opportunity to work hard for you we would value the opportunity more than anythingIn fact in an effort to extend an olive branch we will be applying a $credit to your account above the $as a small token of our desire to turn your opinion of us around.PS: If there is a matter of concern over the trade value offered, please let us knowIt seemed everything went poorly after we made a traofferWe always try to make the fairest traoffers, given current markets, but sometimes if other retailers over charged for a diamond it can make it very challenging to come near the price paid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please see the attached pictures and know that I do have many more. Please also know that I took my piece to two other jewelers today (3/8/18) and both said that the piece is unfixable, that has been over heated and over solderedAnd neither will try to do any work on it. I now have a piece I still owe dollars on and was charged to basically get destroyed. So I am not any where near happy with a dollar credit to a store I will never set foot in again. And please also know the day I picked this piece up no one ever offered to make it right, please know that neither associate that day even could show me what stone they had even damaged in me rings.
Please
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I appreciate the business' tardy but complete response I am not satisfied with the outcomeAmber did in fact say the diamond had a carbon spot and it's a shame the company feels they must lie to save faceI reject the company's offer to add credit to our account rather than a refund because, as I told the business owner over the phone, I no longer trust the business or the quality of their productsThis trust was further diminished upon reading their response to my complaintTheir lack of timeliness in responding also highlights the unprofessional manner in which they do business
Regards,
*** ***

Revdex.com [redacted] 400 Holliday Drive, Suite 220 Pittsburgh, PA 15220RE: ID# [redacted]Dear [redacted],Regarding the complaint filed by [redacted] [redacted], we are sincerely sorry that this client hasn't had a favorable service experience to say the least. It is always...

our goal to under promise and over deliver, and it appears in this scenario we missed the mark. With every repair jobs there are risks potential delays that can come into play which is why all due dates are estimated. We try to remain in communication, so clients are always aware what stage their repair is in. When we work on jewelry of any kind there is always a chance the original craftsmanship may cause delays, things like porosity in the metal, previous work having been performed in subpar format, light prong work etc. When the client mentions an initial delay related to compound I believe she is referring to a heat-synching jelly utilized as an added precaution when working with silver. Since silver is such a great conductor of heat stones other than diamonds, sapphires, and rubies are at risk of heat damage. Moissanite which is the stone in this ring is a relatively stable lab created gemstone, however in some of the older version moissanites the contained a series of minerals that causes color changes that are unpredictable. As he complaint points out, apparently despite us taking added heat-synching precautions one of the stones reacted. That stone had to be ordered at our expense of course and securely set in the place of the damaged stone. This is a sad reality anyone in our industry can attest to. While it is extremely rare for us to have to replace a stone it does happen with less stable stones. Regarding the centering of the two bands with the solitaire. Anytime we are soldering bands to a diamond solitaire that haven't been expressly made to fit against it there is a degree of subjectivity that comes into play. We believed them to be well centered and were not made aware of any "squished" band. I spoke with our Operations Manager who assisted the client upon pick up, and she was not made aware of the clients dis-satisfaction. She in fact offered that if the client wasn't happy we would be more than happy to re-adjust, but the client proceeded to pick up the rings. We would encourage the client to reach out to us so we can adjust the rings to her complete satisfaction. We have two Master Bench Jewelers and perform repairs and custom fabrications on millions of dollars of jewelry every year. Whatever concerns she may have we can address, but in this instance, she will have to reach out to us to allow us to help. Of course, all of our work is guaranteed for 12 months as well. In addition, and as an olive branch to the client we have placed a credit of $50 on her account towards a future service or purchase. We want every experience to be perfect, but when it isn't, all we ask is the chance to make it right. I sincerely hope [redacted] will reach out and allow us to make it to her satisfaction, and I hope she will at some future time utilize our small gift towards another chance at the YJB experience we strive for her to experience.Sincerely,Devin *. M[redacted]Your Jewelry Box, LLC

I bought my wife's engagement ring from your jewelry box a few years ago. They had the nicest selection of the diamonds we wanted and the perfect ring. Since then we have been so impressed and I have purchased my wife so many gifts from here. The people are so friendly, they always call months later to make sure were happy with our purchases. Yesterday my wife went to buy a gift for her mom, and it's all she talked about last night. She says they make her feel like a million bucks. We love this store and couldn't imagine shopping anywhere else.

Review: I purchased a $2000 diamond ring from YJB (Your Jewelry Box) and I picked it up on 1/4/2014. That very day I had to bring the ring back because two diamonds had fallen out of their settings. The ring was repaired while I waited. I expressed concern to [redacted], the sales manager, at that time because of the two diamonds that had fallen out after being worn for an hour or two and she assured me that the ring was fine and that there was no problem. I had the ring for several weeks and I stopped in YJB just to have the prongs checked on the diamonds. [redacted] was working that day, she checked them herself and told me they were fine. Two weeks later another diamond fell out. I returned to YJB to talk to [redacted] about the ring. She was not working that day so I spoke to a sales associate who informed me only [redacted] could assist me with the defective ring. I returned to the store on [redacted]'s next working day. She looked at the ring and told me she could get it repaired again. I told her that I had lost confidence in the quality of the ring, and that I felt it was defective. I asked her if I could trade it in for something else in their store. She told me no, that the ring was "worthless" and she would only give me scrap value for it. I told her I didn't understand why I should be given only scrap value for a ring that was obviously defective. She said that the only other thing she could do was return it to the manufacturer and order me a brand new ring. I consented, but I was unhappy with the decision and how I was treated by [redacted]. She was very rude and abrupt with me and obviously didn't want to help me. I gave my ring back to [redacted]. She said she would call me when the new ring came in. Before I left I called and left a message for Devon, the owner of YJB to call me. Over the next 2 weeks I called and left multiple messages for Devon. I received no call back. When my ring came back 10 days later I picked it up from [redacted]. I have worn the ring 5 times and a diamond has fallen out of the setting againDesired Settlement: I took the ring to a certified jeweler who informed me that the ring was poorly made, and that diamonds will continue to fall out. I have stopped in to YJB again and I was told only [redacted] can help me. I have left multiple messages for her and I have not received any calls back. I have a $2000 ring that I cannot wear. I now want a full refund of the purchase price of the ring, which is $2000. I am not confident that YJB will stand behind anything they sell.

Business

Response:

6/20/14

Review: Had gone to Your Jewelry Box in Altoona, Pa to look at engagement rings in November 2013. Had asked the customer service rep ( [redacted] ) to check to see how much financing I could receive towards the purchase of a ring that I had put a 50 dollar deposit down for layaway. at that time I was not told of any restocking fees or that I only had 14 days to cancel the layaway. so, Without my consent [redacted] put the finance through to [redacted]. After the approval I told [redacted] I did not want the finance I just wanted to see how much finance I could get and never intended for him to process the finance. [redacted] told me that he would take care of it and cancel the finance. The finance was never canceled. I was not aware of this until I received a statement in the mail with a payment date and amount due from [redacted]. I disputed the statement with both [redacted] and Your Jewelry Box. I was credited $2,225 dollars on 1/27/2014 but still owe a 25% "restocking" fee, totaling $750. I never took these items from the store to be charged a "restocking" fee of 750.00. the customer service on either end of this situation has been poor to say the least. when asked if I could reopen the dispute, I was told that it was closed and there was nothing more that could be done. I should not be charged a "restocking" fee for something that was never taken from the store.Desired Settlement: I am seeking that I not be charged the 25%, $750 dollar restocking fee by Your Jewelry Box. due to the fact that I never took merchandise from the store and that I was not made aware of the restocking fee after 14 days.

Business

Response:

To Whom it may concern;