ComplaintsforRegency Jewelers

• Initial Complaint

  10/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was proposed to on April 10, 2021 with a .76 carat pear shaped diamond in a 14k white gold cathedral setting. On Oct. 22, 2022 I took my ring to a local jeweler because the diamond appeared to moving slightly in its setting and I was worried about losing my diamond. I had never hit it on anything and was alarmed to see this. I do not shower, sleep, workout or do any physical labor with this ring on. If I am not wearing it, it is in the ring box or in the cleaner provided by Regency. My local jeweler advised me that 2 of my prongs had snapped in half and that at least one appeared to have an air pocket that made the prong hollow and that this should not have happened in the short amount of time I've had it with normal wear and that the setting appeared to have been used beyond the time I had owned it. I informed them that I was going to bring it to Regency where my fiance had purchased the ring. When I brought the ring into Regency I was immediately accused of slamming my hand on something, asked what I do for a living and told that I had to have damaged this myself. I'm a paralegal and therefore they accused me of "jamming my hands in file cabinets all day". My job does not entail that and I was appalled that they were so quick to try and charge me for a repair on a ring that they would not stand behind. I am requesting that they refund us the amount that my fiance paid for this setting ($900.00).

  Business response

  11/08/2022

  I am sending this email to respond to a complaint that was filed against my business.
  

  1.  I do not advertise, previous customers and their recommendations are our only advertisement.
  

  2. I Have contacted the customer,( we had a sit down appointment} and I am making another ring, I have given her full credit for the setting in question.
  

  That being said, I would like to respond to the complaint

  I have been in business for 37 years, this is the first complaint I have received.
  

  
  

  When ****** came into the store, I immediately noticed that two prongs had been sheared off the ring, causing the diamond to be loose.  She was asked (not accused) what kind of work she did to try to determine what caused the prongs to be sheared off of the Diamond., as this is not from normal wear and tear.
  

  
  

  The ring left this store in PERFECT CONDITION, and had  damage when it was brought in to us.
  

  
  

  I DO NOT AGREE WITH THE FINDING OF HER LOCAL JEWELER
  

  The ring was not used or pre-owned
  

  The ring has never been sized, it was purchased at her finger size--there are no sizing joints in the ring as he has insinuated.
  

  Upon closer examination of the ring, my professional opinion is that the ring was struck , causing the prongs to be sheared off thus causing the solder joint to separate. We offer free cleanings and maintenance check *** to all of our customers.  ************ has not been used.

  
  

  In closing. I stand behind everything I sell and have since I opened my Business in 1985

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