ComplaintsforBlue Diamond Alaska

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business is not practice honestly and not disclosing the true diamond origin to Customer. They also refuse to provide the full refund for purchased but never picked up item (return requested within an hour after transaction). On 7/6/23 I visited this store seller offered the earrings with diamonds. The first question I asked if diamonds are natural and where they were made. Seller assures that diamonds are natural (not lab made) and sources from ***** and/or ************. I agreed to buy it for $9,500 and with additional $6,000 upgrade for larger size for total $15,500. I agreed to pick up item same date later, but returned in about 30 or so minutes and ask again if diamonds are natural at which point, I was told that diamonds are lab made, I should look into *** certificate (which they did not handed at transaction time) and purchase is final or require large return fee (which is also not indicated on transaction receipt and was not disclosed verbally). On my argument that I was never told that diamond is lab made and was lied that its natural, and never touch / pick up the earrings they respond with scream and not willing to provide refund. I indicated to seller that only reason I want refund because was provided the false information at purchase time, but ****** refused refund.At that point I called the local authorities and asked officer to become a witness of dispute and fact that I never touch and did not pick up item, it remained in the store. Officer agreed to be a witness and seller suddenly provided the partial $15,000 refund. Note that store has video cameras and all conversation should be recorded there. I can also provide transaction receipts.I would like store to return store the remaining $500 ($15,500 Paid-$15,000 Refund), and practice business honestly going forward by clearly indicating to Customer the origin of ***********************.

  Business response

  10/19/2023

  Blue Diamond has been severing in SE Alaska for over two decades & we take pride in the Fine Jewelry & Brands we house & sell.
  This transaction took place at one of our locations in *** & the client was provided full disclosure of purchasing Lab Grown Diamonds by the Sales Associate.
  *************** & his wife spent quite a bit of time at the store making a selection from Loose Lab Grown Diamonds Collection to be mounted as Earring Studs. Once they made their selection our Master ******* mounted the Lab Grown Diamonds in White **** Earring settings. After a short while when they returned to pick it up they were shown a larger option by the Sales Associate to possibly upgrade their purchase. They loved the idea of a larger option & went for it. Our Jeweler for the 2nd time went to work on setting the larger Lab Grown Diamonds in White **** Earring settings. Once the 2nd pair was ready ***************** wife tried them on & really loved them. Very satisfied with their purchase left the store to continue on with their day in ******. 
   Later on in the day they returned to the store with more family members demanding a refund. When asked the reason for refund they claimed of not being aware of the Diamonds being Lab Grown which is incorrect as its clearly mentioned on our receipt, which is signed by them.
  As per our company policy we dont issue a refund for buyers remorse which is stated on the back of all our receipts & this was clearly a case of buyers remorse. After being informed & shown the company policy mentioned on the receipt continued to demand a refund for his purchase. Furthermore they started making treats. ***************, his wife & his brother stated they would call the Police & we asked to go a head as we didnt misrepresent what was purchased.
  The officer that arrived, heard both sides & informed ***************  & his entire family this a civil & not a criminal matter so he cant help them. This was not satisfactory to them & continued demanding a refund.Their behavior in our organization was creating discomfort amongst other guest/ potential clients, to avoid further issues & salvaging the rest of the businesses day I authorized to issue the refund for the pieces with the condition we will issue $500 less than the full purchase amount of $15,500 as those are our jeweler fees & we wouldnt want to pay for that since they changed their mind. At the time they agreed that will be fine & we proceeded with the refund of $15k.
  Prior to leaving some of the family members were embarrassed how the client ******, his wife & his brother had behaved in our store. A few of them apologies for the inappropriate action of their family members. 

  Customer response

  10/21/2023

   
  Complaint: 20601091
  
  I am rejecting this response because:

  Disagree with sellers response as it missing the major points:
  1. The key point here that Customer specifically and directly ask if ********************** is natural (prior credit card transaction processing) and was received the positive answer and was told that this is a natural diamond sourced from *****. The purchase credit card transaction would NEVER be made if seller associate would not confirm that diamond is original and not lab made. This must be recorded by store video cameras
  2. The purchase transaction cannot be valid since it was based on at minimum misleading information from the seller
  3. There is no indication on receipt that diamond is laboratory made, the *** LOOSE DIAMOND code on receipt could mean anything
  4. The diamond earing was never picked up by ******** and always stayed inside the store. In fact, I clearly said that at front of store camera prior leaving store without any items. Same was confirmed by witness police officer
  5. Seller never indicates the return policy to Customer until refund requested, although it was nothing to return since item was never picked up by Customer
  6. Seller was very pleasant with Customer (prior credit card transaction processing), but raised voice on Customer multiple times after refund was requested, this also should be recorded at store video cameras
  7. Seller refused to provide the full refund and Customer accepted the partial refund but did not agree to lose the remaining $500
  8. Seller indicating now that $500 was kept for diamonds gold settings, so why seller did not offer and did not return them to Customer in this case
  9. Seller indicated that Customer was happy with transaction which is true until Customer ask again (after credit card transaction processing) if diamond is natural and this time was told that its not and Customer should read paperwork. It is obvious that the only reason for Customer requesting refund is misleading information provided by seller prior credit card transaction processing
  10. Sell Manager (who made decision for partial refund) was not a part of original potential purchase negotiation but took his associate word for prior Customer inquiry about ********************** origin (which associate obviously had interest in) instead of trusting Customer or verify the video cameras recording.
  Based on above Customer is asking for $500 refund that kept by seller as part of this transaction.
  Also note that prior leaving store I suggested to store manager to clearly explain to future Customers the diamond origin after which he replied that he knows how to do business and do not need any advice.
  I would like to emphasize that all facts listed above can be proved by unedited recording on store video cameras. Blue Diamond is reputable store and we choose it for potential purchase for this reason. Hope our case is not common and it will be reviewed and addressed by Blue Diamond District/Region upper management team, and fairly resolved.

  
  Sincerely,
  Customer

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩