Complaints

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiancé and I had been working with this jeweler for the past couple months for our wedding bands. I picked an insert wedding band that my engagement ring would have to be fit into. We were told the wedding band would be altered to accommodate my ring. Both rings got sent off to the jeweler for 3 weeks. During this time I received a call requesting permission to alter my engagement ring. I was told the alterations would be so minimal that they likely would not be noticeable and it would help my ring fit into the setting better, so I gave the ok for this change. On 7/15/24 when we went to the store to pickup the rings, we were horrified to see that my engagement ring looked nothing like it did originally. The bottom of my ring had been completely altered with a different shape, new scratches and uneven sides. The woman at the counter measured it and confirmed it was uneven. To make matters worse, we were told the rings would be sized to a 5 and 3/8, however the rings were actually made a size 6; which was now way too big for me. Unfortunately the only alternative the woman working could offer was to resend the rings back to the jeweler. At this point I did not trust the jeweler and did not feel comfortable sending my rings back to them. So my fiancé and I paid for our rings (1289.47 for my wedding band and 4,083.93 total for both his and mine together) I asked for the owners contact information and was provided an email to contact him. I explained what happened and requested that the owner refund enough to cover the cost of getting the bottom of the engagement ring fixed and both rings resized. Unfortunately the owner of the business was unwilling to do this. He did offer to create a new band for my engagement ring to get it back to what it initially looked like, but said if I wanted the wedding band fixed, it would be an additional $2,000.00. I ended up taking the rings to a local jeweler who was able to fix both for $378.00. I feel the owner should reimburse me.

  

  Business response

  07/30/2024

  Thank you for the opportunity to respond to this claim.We originally advised the customer that her Wedding Band needed to be custom-made to fit with her Engagement Ring perfectly, due to her unique Euro-Shank style setting. To do this, we needed to send her Engagement Ring to the custom designer to be scanned so the CAD for the insert would match the engagement ring perfectly. She was not willing to give us her Engagement Ring, and chose to purchase a Wedding Band Insert directly from our showcase which had a traditional round shank.We do acknowledge that the extent of the modification needed to be made to the original Euro-Shank Engagement Ring to accommodate the Round Shank Wedding Band Insert was not conveyed as accurately as we would have liked.  Because of this, John Simonian, President, offered to re-make the Engagement Ring back to its original specifications at no charge to the customer.John Simonian also offered that she could exchange the Wedding Band Insert for the full value of the original price paid and use it towards another wedding band that would accommodate the Euro-Shank Engagement Ring better.  We offered to custom make an insert with a Euro-Shank to match her engagement ring perfectly.  We stated that it was originally quoted at $2,000, NOT an additional $2,000. The value of the original Wedding Band Insert would have been deducted from the current price to custom make the mounting since the wedding band insert that the customer selected wouldn't work with the engagement ring.  John Simonian had also offered that she could purchase two separate bands as an additional option, and apply the full value of her original purchase towards it.Ultimately, she declined all of the above suggestions for a resolution and chose to take her rings to another business.  We are unable to reimburse her for work done by another company and due to the alterations by another jeweler we are unable to remake, or accept for exchange, any of the items that were purchased from us.

  

  Business response

  08/05/2024

  Dear BBB,Our original offer to completely remake her ring at no cost was already mentioned in our first response. The customer declined this offer and had work done by another jeweler. Due to this, we are unable to reimburse for the work performed.In addition, during her initial purchase of their wedding bands, she took advantage of our Buy One Get One Free Wedding Band Offer, and her ring was free. We cannot extend a discount greater than free, therefore we are unable to accommodate her request for a discount on their rings.Thank you.

  Customer response

  08/08/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Unfortunately it seems the Source will never be held accountable for the mistakes made, poor communication and damage to my ring. No one can force John Simonian to do the right thing or be a decent human. We all know there is a huge markup on jewelry. To call my ring free after the amount we paid is insulting and simply not true. It is laughable that the price of remaking my engagement ring would cost him less than the price for the local jeweler. I’ll take my losses and never be back. Neither will any of my family, friends, or clients. Regards, ****** *********

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