ComplaintsforAda Diamonds
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A ****ct D VS2 Ideal ************************** Grown Diamond set in a Round Six Prong Pave Setting featuring 1.6mm Side Stones in Platinum, Size 8 ring that we were guaranteed to be >/=95% Platinum and warrantied against material flaw or undue damage if worn and treated in accordance with the company's listed guidelines was treated as such and yet experienced severe warping/deformity and loss of a stone within only less than 2 full weeks (proposal was on 2/13/2022, and ring had lost a stone and showed significant warping/deformity by 2/26/2022 [date stamped photo evidence available]) of careful use in complete accordance with the company's listed guidelines. Upon the damage being encountered, pictures were immediately taken and the company was promptly engaged (on 3/02/2022) to voice our concerns and desire to meet in person, as soon as possible, to get the ring evaluated and repaired. We have date-stamped photographs and communication chains to validate all of these facts. A true, solid 95% Platinum 5% Iridium/Ruthenium ring with no manufacturing defect or material defects should never have catastrophically failed to hold its shape.On on 5/14/2022 we revisited the showroom to drop off the ring, and ***** herself reacted with complete shock at seeing the severity of the ring deformity and vocalized being unable to explain how/why this could have happened, especially after such a brief period of wear. She articulated that she had never even seen a Platinum band that had been as severely deformed, warped, and out of round.On 5/18/2022 we received a "Quality Control" evaluation that contained absolutely no factual Quality Control reports/evaluations and denial of honoring warranty.Business response
06/13/2022
See attachedBusiness response
06/13/2022
Hi ***,
I wanted to let you know that as part of this customer's complaint, he asserted that his ring did not test at least 95% pure platinum as part of a single metal test. We recently attended a trade show where there were a number of metal testing devices and we were able to test his un-set ring. Each test confirmed that the ring's metal content is at least 95% platinum. I have included videos below:
Original Test done when the ring was still set:
94.019% Platinum
4.785% *********
1.196% Iridium
Tests Done After the Center stone was removed:
Test 1 Results:
95.4% Platinum
4.6% *********
Test 2 Results:
95.69% Platinum
4.31% *********
Test 3 Results:
95.56% Platinum
4.44% *********
As I said in my written response, metal testing is not 100% accurate and has some margin of error. This is especially true of set, pave rings that are dirty. Unsetting the center stone can allow for a more accurate metal test.
The jewelry industry accepts that a ring that tests within 1% of 95% platinum is still compliant with a platinum stamp to account for limitations in metal testing.
Please let me know if you would like me to adjust my written response to take into account these new test results.
I am available if you have any questions.
Regards,
********************************* | Ada Diamonds
Founder & Director of Sales
**********************************o. ***************
d. ***************
m. ***************On Fri, Jun 10, 2022 at 2:27 PM ********************************* <**********************************> wrote:
Hi ***,
We just received a letter by **** for ID ********. We never got contacted via email, but you can consider my email the best one to use.
I have put links below for our response and our exhibits.
This customer was refunded in full within 1 business day of his request.
Please confirm you have received our response!
Regards,
********************************* | Ada Diamonds
Founder & Director of Sales
**********************************o. ***************
d. ***************
m. ***************Customer response
06/14/2022
Complaint: 17251818
I am rejecting this response because:Outstanding/Unresolved Issue #1: In Ada Diamonds reply, they begin with
continuance of false claims and intimidation, escalating to slander and
defamation of my character. They state "the customer became aggressive
and made threats to the company". I did none of the sort. As the BBB can
plainly see from all correspondence (which I have relayed verbatim to
the BBB), I never became aggressive or made threats to Ada Diamonds. I
simply outlined facts of what had taken place, called out where/how I
felt that their company was falling short of adhering to their
advertised and posted warranty and standards, offered 3 completely
reasonable options for moving forward. I also advised that I would be
exercising my rights as a customer to protect myself via "****************************** ********** of ******** Protection, and NY Bureau of
******** Frauds & Protection filings (along with detailed negative
reviews on ************* and Reddit)". If a company was truly acting in
an upstanding standard and in accordance of their advertised warranty,
standards, and level of customer service, there would be no concern or
perception of threat by such action. No "aggressive behavior" was ever
conducted by me. There was no actions/correspondence on my part that
should be construed, portrayed or depicted as "threats against the
company" and especially no "threats" were ever issues by me against
their employees (as can be clearly seen by the complete verbatim
communication chains that I have relayed to the BBB.
Outstanding/Unresolved
Issue #2: In Ada Diamonds claims "assertions that he [I] will be
unable to replace the original ring with a comparable one in terms of
quality and style for the same price is simply not true" is blatantly
false. Ada Diamonds own advertised pricing, along with all industry
pricing, has increased by between 10%-20% from 12/04/2022 (the date I
placed a deposit down on the diamond and contracted the crafting of the
custom band/setting) and 5/18/2022 when Ada Diamonds began denying
honoring their advertised warranty and standards. Though I have no
desire to have any continued business relationship with Ada Diamonds, I
am have right to be fully compensated for the appreciated value of the
diamond that Ada Diamonds has retained/remanded into their possession.
Ada Diamonds used forceful intimidation of denying any potential for
services previously promised in writing (on 5/18/2022) and offering only
either an option of the return of a severely damaged ring that I would
be **** trying to find a jeweler that would take on and stand by the
repair a band produced elsewhere with signs of material/craftsmanship
issues, or an option for a full refund, lacking compensation for the
appreciated value of the diamonds and precious metal.
Outstanding/Unresolved
Issue #3: The ring was guaranteed to be >/=95% Platinum and stamped
Platinum and warrantied against material flaw. We, on 5/24/2022 we
received a reply from ************************* COO that included a metal analysis
report and video evidence of such being conducted that showed that the
ring was only ******% (+/******%) Platinum alongside a claim that "This
Platinum blend is within industry tolerance for the *** (Federal Trade
Commission) requirements". As ring was guaranteed to be >/= 95% pure
Platinum and stamped as Platinum, but contains less than 950 parts per
thousand of pure platinum this is in direct noncompliance with ***
Platinum Guide (*** File No. G711001). Ada Diamonds continues to try to
explain off this blatant deceptive business practice and direct lack of
withholding to *** requirements for the grading and stamping of precious
metal by stating that the blend contained in the ring is "more durable
than 95/5 rings". There at no point has been any other evaluation to
validate that the ring was properly produced to contracted/approved
design specifications and/or evaluations/confirmations to confirm that
there are not any casting defects (pinholes, subsurface blowholes, or
any other hidden voids) present (via harmonic, ultrasonic, magnetic or
x-ray analysis) in the ring to prove lack of material/craftsmanship
flaws. There has only been unsubstantiated deflection of blame for the
ring's failure onto us as the consumer.
Outstanding/Unresolved
Issue #4: Ada Diamonds themselves, in their reply, has stated that
"It's also worth noting that there is also an emotional component to
this purchase in that it is a symbol of love as an engagement ring..."
as part of their defense; yet, they later state my "assertions of
emotional distress ... is not in line of reality" to downplay their
customer service obligations to me and their customers.
Sincerely,
*******************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.