ComplaintsforZiamond, Inc.

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an engagement ring on clearance. In the very small print it says the ring can not be returned. But I wasn't shipped the ring I ordered. My order # ******* for a 2ct 8mm heart shaped in 14k white gold. But I was shipped a 1ct 6mm heart shaped ring in 14k white gold. The company just keeps telling me I purchased a clearance ring and they shipped the correct ring. The company has pictures of the ring I was shipped and that I received the correct ring. Ziamond feeling I'm trying to rip off the company. I only want the ring I ordered. The ring in the photo description.

  

  Business response

  03/03/2023

   

  - Our records do show that on 1-23-23 this customer purchased a clearance item for a 2 carat heart cubic zirconia ring with baguette sides in 14k white gold finger size 8.

  - After item was delivered to the customer, the customer sent numerous emails asking to return this ring which is not eligible for return due to its clearance status. She had various reasons to want to return on each contact with us. On ****, she stated she "did not like the ring". On 1-30-23 she stated "stone was not large enough and she did not like the ring. On 1-31-3 she had a live chat on our website where we advised about the carat size of the center stone and how carat is a weight, not a dimension. She stated she did not receive an 8mm heart shaped center stone and stated it's a 1 carat heart in the ring. This model ring only accepts an 8mm heart shape center stone and can not accept a 6mm heart in it, it would be too small and the prongs on the ring would not accommodate a 6mm.

  - On 2-8-22 a Ziamond representatives called the customer after a live chat on our website. She stated a jeweler measured the stone and it measured 6mm. We offered to contact the the jeweler to find out how it was measured, but the customer did not know the store name, or the address or phone number so we could speak with that jeweler who measured the to get more details.

  - While the item is a clearance item and not eligible for return, Ziamond does have a warranty and we stand behind our products and services. The customer is welcome to send the item in so we may verify the stone dimensions to confirm what we made and shipped. We have a process and she is more than welcome to fill out a service authorization form located on our website.

  Ziamond has done nothing wrong and has been willing to verify and confirm the details of this order. We are a professional jewelry manufacturer and while mistakes can happen, we do not believe any error from our end has occurred, but we are more than willing to verify the stone size.
  

  
  

  Customer response

  03/05/2023

   
  Complaint: 19390831
  
  I am rejecting this response because: I have been accused by Ziamond of switching the rings. That I did not take there ring to the jewelry store to be measured.  I took a different ring. When I sent a picture of the ring I purchased, I was accused again of switching rings. It is true I don't like the ring and the stone is to small. I purchased a 2ct 8mm stone and received a 1ct 6mm stone. But I was told that the company doesn't make mistakes and that could never happen. The ring arrived without any Tags and in a white box without any company logo on it. So I am afraid the company is going to accuse me of switching  the again. I am not that kind of person. I only want what I paid for. If they do not have anymore of the ring I purchased on clearance then give me my money back. When you purchase a ring on there website you can see all the options that are available.  Per attachments. I don't understand the company saying this ring isn't available in 1ct.? And the listing it says carats not mm. It's not that I want to return the ring because I just don't like it, it's not the ring I paid for. And I didn't get a written approval of the ring at the jewelry store because I had to pay for it. And I had already spent over $700.00 for this ring. And if I can be guaranteed that Ziamond is going to be honest with me I will mail the ring back to them ? Return receipt, someone is going to have to sign for the ring. Thank you . 

  Sincerely,
  
  ***********************

  

  Business response

  03/16/2023

   

  Ziamond has never accused this customer of switching stones. We simply stand by the fact that we made and shipped what was ordered. We deal in facts and data, and the measurement on that heart center stone is 8mm (as stated on the site for a 2 carat heart) and we are more that happy and willing to verify it. In addition, the customer can easily ask for a post purchase review via Ziamond's service authorization link on our website under the Ziamond warranty.

  We are unable to provide any additional information other than what we have already provided. Ziamond has done nothing wrong and we stand behind our products and services. As stated, we  and are more that happy to verify and confirm what we made and shipped, if the customer elects to submit the item via our existing Service request process. Here is a link: *****************************************************************

   

  Kind regards,

   

  ***************************

  Ziamond Inc.
  

   

   

  Customer response

  03/20/2023

   
  Complaint: 19390831
  
  I am rejecting this response because: I followed the instructions that Ziamond suggested about the warranty on the ring I purchased and received no response from Ziamond.  I followed the link https//ziamond.com/service-authorization-request/ on Friday March 17th and again on Monday March 30th and received no response from Ziamond. I would really appreciate the BBB help in resolving this matter. 
  
  Sincerely,
  
  ***********************

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