ComplaintsforVon's Diamonds & Jewelry

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put holes in my diamond band. And will not fill them. The holes were not there before. And they said they didn’t trust the 3rd party. And they messed Up 3 times and the 4th time are refusing to fix their mistakes

  

  Business response

  09/20/2023

  ***** presented her wedding set to be sized smaller. We explained that due to the design of her rings they could not be sized smaller. We suggested and she agreed to install gold beads in the inside edge of the rings foundation to make the rings fit her finger. We emphasized this is a trial and error approach. The first attempt the rings were still too small so we agreed to make another  attempt. The second attempt was successful after a small adjustment was made while ***** waited. She left content. The next day we received a text complaining that we drilled holes in her ring. We explained that holes ( openings) were always there as they are common in the undercarriage off rings.. They allow for drainage of water and facilitate cleaning. We had no reason to drill holes. The image of *****'s ring taken when she initially left the ring indicates the edge of the holes from the side view. ***** requested a refund which although we accomplished her original request we are processing the refund. 

   

   

   

  Customer response

  09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not go to the jewelry store, requesting that my ring be downsized. I requested that beads be placed on the inside of my band, knowing they could not downsize my ring due to my diamonds being loose. If they went any smaller I did not hold have holes in the bottom of my jacket around my band when I dropped it off. I contacted the jeweler who I bought the jacket from sent him pictures and he also stated he did not sell us that ring with holes in the bottom of it and is willing to write a statement in regards to this. These holes need to be filled or they need to pay me what I paid for my jacket from that other jeweler or they can give me a whole new band from their jewelry store. I was told that I was a liar and I needed to show proof that those holes were not there, and I now have proof of that by the jeweler himself. I asked ***** the manager from Vons to call her third-party to verify that they did not put these holes in my jacket and she refused to call them while we were there. She also is dishonest in regards to the reason why I was driving back to lima to have my ring fixed not just the jagged edges or the tool marks left on my band. I asked if their phone calls are recorded she said they were not. How convenient. They can reimburse me for my band and I can get them a receipt of what I paid for it from my jeweler, and I can also get a written statement from him stating he did not sell me this jacket with holes in the bottom of it. The third-party jeweler that Vons uses has messed up my ring three times. This is unprofessional and unacceptable business. I should not have to take pictures of my ring before and after to make sure it looks correct before leaving the store.
  
  Sincerely,
  
  ***** *******

  

  Business response

  09/21/2023

  The holes ***** is referring to have always been there. We contacted the third party to make and confirmed they did not add the holes. The holes serve several purposes. Allow for drainage of moisture, facilitate cleaning, prevent damage to the culet ( the point ) on the bottom of the diamond during the setting process. Holes in the under-carriage are quite common for the above mentioned reasons. We have enjoyed a working relationship with the third party for three generations, They achieve an average of 100 repairs a month for us.  

  Customer response

  09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: we just received a text stating that their 3rd part redid the prongs on the jacket. With out asking me. Nor did I request this to be done. This is dishonest. They have messed up my ring 4 times now. I have the jeweler that I purchased the jacket from willing to write a letter stating that the jacket never had these holes “for cleaning purposes” nor would he allow a ring to leave his store looking like that. The holes are uneven and some even going up the side of the band. I would not EVER buy a jacket for my 5k engagement ring. They have basically scrapped my wedding jacket with taking it upon themselves to fix the brand prongs that were not broke or compromised to begin with when I dropped my ring off. These holes were not there either. The picture shows the manager **** confessing that their third party redid the prongs on my wedding jacket and not the engagement ring as she had requested them to do. Per my jeweler who saw pictures of my wedding jacket now, he states it is not repairable and I would need a whole new jacket. I would like to be reimbursed for my money that I spent on my wedding jacket and I can provide receipts. As well as a signed document stating those holes were not present in my ring upon purchase. This company has caused such stress and turmoil. I will never be able to repair what they have done to my ring for the refund of $175. I have attached pictures. I have not even received an apology in regards about how I was told that I was lying about the jacket prongs being new. She stated they were not new and treated my spouse and I with such disrespect. Please reimburse me for my wedding jacket. This has been the biggest nightmare of my life. If your not willing to apologize or fess up to your mistakes then please reimburse my money to pay for a new jacket else where. You have destroyed my ring and you have destroyed my peace of mind and have made me sick over this matter. Please do the right thing. Be the honest company you claim to be. Fix the wrong you have made! I only wanted bars places. NO new prong on my wedding jacket. They were not damaged when the ring was dropped off. Nor was I contacted about creating new prongs for my rings. And if you were dishonest about that I know that the holes are another cover up made by your company. You should be ashamed for what you have done to us. We work hard for what we have! 
  Sincerely,
  ***** *******

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