ComplaintsforTrinity Jewels Inc

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two eternity bands with gemstones - one **** and the other peridot. After one week of use, the peridot eternity band gemstones started to fracture and fall out of the setting. We contacted ***** of Trijewels, requesting a refund, as per the advertised policy, within 30-days of the purchase because we had concerns about the craftsmanship and poor mounting. He asked to make it right and stated that if we were not happy with these after he fixed the ring we could return, but he also stated he could not fix it until a month later because he was too busy with not enough staff. This was on December 12, 2021. I followed back up with him on January 1, 2022 and was sent a return label for the peridot ring. We received the ring back with a warning to only wear it for special occasions because it was "fragile". I waited until I had time off work and wore it for four days before noticing he peridot losing a stone again. I again reached out to ***** of TriJewels, requesting he honor my original request for a refund and he refused. I had both rings, **** and peridot, examined by a professional jeweler. She had several concerns about the craftsmanship of the two rings. Her concerns are as follows, and verbatim:- Stones are too large for the setting mounts for both the **** and peridot rings, exposing too large of a surface area of the gemstones.- Seats are severely overcut on the **** ***** and as a result in a short matter of time the gemstones will start falling out.- Peridot is not a good choice for an eternity band, they are too soft. It is of questionable experience that a professional jeweler would advertise and sell this offering.- Prongs poorly built with issues of craftsmanship.

  Business response

  06/21/2022

  hi 

  the product is used from last 8 months, we do not offer refund for used products beyond our return policy , we are happy to fix any issue for a nominal fee but our warranty and guarantee page on our website clearly mentions the product has to be unused 

  pls read our 

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

  we also guarantee the product quality and finish 

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

  after 8 months of use or misuse we don,t offer refunds , we are happy too look at the product and offer any repairs due to misuse of the ring but it will not be free and we do take nominal fee for the same.

  We service and take care of more than ***** plus jewelry items we have sold in last 20 years in our operation as trinity jewels inc  and never had any issue with reasonable request, but offering refund for a product which is used and abused for 8 months plus is totally unfair.

  thanks

  *****

   

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The workmanship defects have not been addressed. The items purchased were not as advertised. We requested a return of the items within the return policy period, citing concerns for poor craftsmanship, and were rejected a right to return by the business. The rings were inspected by a third policy jeweler and the following defects in craftsmanship were noted:

  - Stones used are too large for the settings they were mounted in, exposing too large of a surface area of the gemstones

  - Seats are severely overcut, resulting in gemstones falling out

  - Prongs poorly built, failure in craftsmanship

  These rings were delivered on 11/12/2021, we requested a refund on 12/12/2021. The business said he could not help us at that time due to low staffing and high business demands, he stated he will take care of it after new year. I wrote an email on 1/1/2022 requesting him to follow up. He sent a return label on 1/6/2022 to inspect peridot ring. He stated he would fix it and if we were still not satisfied we could return it. He never addressed our craftsmanship issues. The business is citing we have had this for eight months, which is an erroneous statement and factually incorrect. Approximately on 1/25/2022 (shipping label produced 1/21/2022), we received the businesses' attempt at a repaired piece. 6/10/2022 (4.5 months later), the item failed again due to the same originally referenced craftsmanship issues and the business was contacted to carry through with our original refund request due to the findings by a third party professional jeweler, as referenced above.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/22/2022

  Hi

  she used the product for 8 months plus , we did repair for her satisfaction one of the ring she had an issue after five months she comes back again saying she does not like it and wants to return , we have not seen the product yet , we are happy to fix the issue for 

  a nominal charge, customer cannot and should not misuse their jewelry and expect us to be responsible for the same like any other product one buys.

  so no refund will be issued for the 1 ring she has issue with , while the other ring has no issue so no refund at all for the same too as it has also been used for 8 months.

  all her claims that i promised a return or refund was only valid for first month of use not 8 months of use, even if i asked her to wait till jan 2022, to repair the ring which we did to her satisfaction she never came back for 5 months and now she wants to return both rings, it is not possible 

  we are willing to take a look at her ring provided , she needs to ship it back to us and pay us to look at it and fix the same, please take insurance and signature required as we will not be responsible for lost product.

  our address : 

  ******* * *** ****** **** *********************************** *** ** ** *****any stone missing or the ring is banged up for use , any repair will cost and we will let her know the amount before we work on the same as per our warranty ****************************************

  we have sold close to ********************** our 20 years of business we don't have issue or claims with any customer of ours who are reasonable and fair

  thanks

  *****

   

*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. ↩