ComplaintsforThe Blue Stone

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband took my wedding rings to get sottered here. They said it would be two weeks to finish, but they called 2 days later saying they were finished. He picked them up, and they were ruined. They had been sottered incorrectly, the bands didn't align, missing stones, the back of the rings were melted flat and flush not rounded or polished, and also sized completely down. I called and was insulted. I took them back only to be yelled at because of a tshirt I was wearing. They were supposed to be fixed, but the band was bent, the back still not rounded and the stone that fell out was not put back in the setting but rather on top and radium was used instead of not using it with non diamond stones and completely tarnished it

  Business response

  02/27/2023

  The ring has been finished, and our customer has received a refund as well. 

  *****

  Customer response

  02/27/2023

  Complaint: ********
  
  I am rejecting this response because:

   

  The ring was tried to be fixed, however, two of the diamonds that feel out of their setting were not put back into the setting, but rather sitting on top.  The rings were still sottered not evenly, and are off on the flush design.  The back of the ring is no longer rounded, but flat, and there are 3 small gashes that the original person put into the side of the rings when it was initially handled by their business.  A refund for the amount of the sotter was given, but not for the rings that are completely ruined.  
  
  
  
  Regards,
  
  ******** **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  03/16/2023

  Business Response to ID ********: 
  Early January 2023 a white gold wedding set was brought into our business to have the set soldered together. The set was worked on and before it was completely done, the customer 
  was called to pick it up. The woman complained to the owner that the ring was ruined. The owner explained that the jeweler should be able to fix the ring to her satisfaction. Her husband 
  came in to pick up the ring. The original cost of the repair was returned to him. The husband checked out the ring and signed 
  the receipt showing that there was no charge for the work that had been done and the original repair cost was refunded. The jeweler talked to the customer when she complained again. He asked her to come in so he could resolve the problem or make 
  it right. She never came in and the jeweler called and talked with her husband. He asked the husband to bring in the paperwork for the rings, and he said he would see what could be done to make it right for them. The husband said he would, but they still did not come in, so the jeweler called again to see when they would be in, but only got their voicemail. He never heard back until he received the letter stating that she had contacted the BBB. The jeweler feels that because the 
  customer never returned his calls or came to the shop to resolve the issue and instead contacted the BBB, he no longer feels obligated to resolve the complaint. 

  
  ********* ***** Jeweler Response to ID ********: 
  I have been the jeweler for the Blue Stone since 2014. When I was 
  made aware of the dissatisfaction concerning a customer's ring, I took 
  the first step of addressing their concerns about the ring and refunding all money paid for the repair to make it right. I hoped the customer would be happy. The customer called to say that they were still not happy. I tried to confront their concerns with facts regarding the work done on the ring. The customer was still not satisfied. I asked the customer to come back to evaluate what it would take to make things right or replace the item. They said they would come the next day. After a few days of not hearing from them I called back to remind them to come in with the item. The spouse answered the phone and again asked them to come back and bring all the information about the original purchase of the item, so we could resolve their concerns. Again, they said they would be back in the next day. When they did not show up I called again only to get a voicemail. I left a message asking them to come in. I'm writing this to say that the customer NEVER gave me the opportunity to make things right. Instead, they made the choice to go to the BBB. I no longer think it is reasonable for me to provide any further service to one who never would let me resolve the matter and 
  instead made a FALSE report by not declaring my attempt to try to resolve the problem as a certified jeweler. 
  The bottom line is that this customer NEVER gave me the chance to make changes to repair the ring before reporting to you. 
  

  
  

  Customer response

  03/16/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  There have been no attempt by the business or jeweler to call myself or my husband, other than to pick up the rings and to refund the cost of the original saughter.  I had explained to the jeweler that because I work Monday through Friday 8-5, I would not be able to bring the rings in when he was there, but I could drop them off and he said no, that I would HAVE to bring them when he was there.  At this point we no longer want him touching the rings, they are very much ruined.  We took them to a certified jeweler who explained what the Blue Stone did wrong, and that although it could be temporarily repaired, but with any extended use, the diamonds on the band will fall out very easily because of how it was initially stretched and the prongs are now damaged and not able to hold the diamonds for extended use.  We do not want the blue stone to touch the rings or for us to do business with them any further.  The rings hold sentimental value.  The jeweler was not even the original person who worked on the rings, it was the apprentice who messed them up.  The apprentice should not have been allowed to touch the rings without the jeweler being there to supervise.  
  
  Regards,
  
  ******** **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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