Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jewelers on State failed to deliver a structurally sound custom engagement ring and wedding band set, misrepresented the type of diamonds provided, and demonstrated poor customer service throughout the resolution process. Despite repeated issues and professional assessments deeming the rings unwearable, the jeweler has refused to provide a refund, breaking their own stated guarantees.Details:-Poor Craftsmanship:Diamonds repeatedly fell out, and a professional jeweler deemed both rings structurally unsound and unwearable.The jeweler refused to fully remake the set or provide a refund, offering only partial fixes that did not resolve the core issues.-Misrepresentation of Materials:I requested lab-made diamonds, but the jeweler provided natural diamonds without informing me, violating the original agreement.-Failure to Honor Commitments:The jeweler initially stated they would honor the recommendation of a professional assessment to completely redo the rings or provide a refund. However, they later reneged on this promise.-Unacceptable Customer Service:The ********************** return policy was not publicly available at the time of purchase, and they falsely claimed it had been in place since 2022. The lack of transparency and dishonesty is unacceptable.-Ongoing Frustration:The rings spent more time in the jewelers possession than mine, yet the issues were never resolved. I was forced to rely on my insurance to recover part of the financial loss.-Desired Resolution:I am requesting a full refund for the engagement ring and wedding band set. Given the poor craftsmanship, misrepresentation, and refusal to honor commitments, this is the only fair resolution.

  Customer Answer

  Date: 01/02/2025

  Date of purchase? The engagement ring was purchased October 2023, and the wedding band was purchased June 2024
  
  Is this under a warranty? Both are under warranty.

  Business Response

  Date: 01/27/2025

  I am heartbroken that you arent satisfied with my products and services. This is all a misunderstanding in my opinion. We can still and still want to fix the issues we ran into, I promise. There are a few things that will solve the issue. #1 is soldering them together #2 is remaking it a 1/2 mm thicker on the inside if you dont want them soldered. We will do the band over again at no cost to you if you bring it back.
  
  We definitely used lab created stones just like you asked as well. Natural diamonds cost WAY MORE and I have never made a ring with natural melee except for twice in seven years. I dunno where that claim came from
  
  after checking with my ********* he made a simple mistake during the appraisal when filling it out and it had been adjusted in your appraisal. And you knew this and you still decided to fabricate a false representation of the situation. There is light spectrum machines you can use to really tell if they are lab or natural very easily. Im glad people get to see how you are exacerbating a simple typo mistake.
  
  Finally , we made the ring exactly like you liked and you even had us undo things **** had done like the aquamarine , a $400 job I did for free just to adjust it to what you wanted. Overall we had 4 versions of the engagement ring and 4 versions of your wedding band , of all things you changed your mind on post directing us to do, and we accommodated at no additional charge. You have over 100 stones set on the rings you wanted us to make and they are still warranty covered forever if any stones ever come out we will replace free.
  
  
  The engagement ring you have there is nothing wrong with at all and is one of the most gorgeous rings we have ever made with a natural heirloom ruby, its your design idea but its absolutely stunning.
  
  We will redo the band if you let us.

   

  We make custom jewelry and we make anything customers ask us to and we provide the best lifetime warranty in the industry. You came in asking for a specific ring made with and heirloom ruby. We made exactly what you asked for and you came up with a dozen change requests that we accommodated at no additional cost to you. **** incorporated your birth stone in the original design and you made us remove the stone and fabricate the halo after he worked hard on it. You made every decision that was made and double checked everything before we moved on at every step. you loved the ring and then a year later was upset and watned himn to start over.. thats not how custom works. We make exactly what you wanted. You have over 120 diamonds on two rings and one fell out a year ago and we fixed it FREE and paid for the diamond and the engagement ring has been fine since, and the wedding band had one stone fall out because it was bent somehow and we fixed that free as well. most companies will charge you for that once it leaves the store. also, i even offered to remake the wedding band free as well. its is obvious that you audit corporations for a living but in this industry we make what you tell us to, and you signed off and made changes on every step of it and we only moved forward with your approval and it looks exactly like you wanted it to. the rings are platinum with diamonds and they turned out great. we discussed our policy to replace stones if they fall out free from day and all of a sudden it wasnt good enough for you a year later. 

  Customer Answer

  Date: 01/28/2025

  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. 
  
  I appreciate your response, but your claims in this reply are filled with inaccuracies and misrepresentations that need to be addressed.
  1. Misrepresentation of Diamond Type
  You stated that the appraisal error regarding the diamond type was a "simple mistake" and claim it was corrected. However, at no point were these "corrections" communicated to me. I was not made aware of any effort to rectify the appraisal until you mentioned it in this public response. This lack of communication is indicative of the poor customer service I experienced throughout this process. Your accusation that I fabricated a false representation is baseless and deeply inappropriate, considering the evidence provided by your own documentation.
  2. Structural Issues and Warranty
  You claim the rings are perfectly fine and suggest that the issues are due to misuse on my part. However:
  Diamonds repeatedly fell out. Even after repairs, the wedding band remained structurally unsound and was deemed unwearable by a professional jeweler.
  If your warranty was sufficient, why do the issues persist even after multiple repairs? The fact that I could not wear the rings reliably speaks volumes about the poor craftsmanship.
  3. Misleading Custom Work Statements
  Your claim that the design process and changes were entirely directed by me is misleading. While I was involved in approving the design, the structural flaws and poor execution are a direct result of your teams craftsmanship, not my decisions. Additionally, your "custom work" process was unnecessarily drawn out due to outsourcing and delays. Misrepresenting the scope of your work as custom while outsourcing key elements only exacerbated the issues.
  4. Misrepresentation of the Timeline
  You claim I was satisfied with the rings for a year and suddenly changed my mind. This is untrue:
  The first issue occurred shortly after purchase, with diamonds falling out early on. The timeline of dissatisfaction began when problems arose and were not properly resolved despite multiple attempts.
  Your public claims that this is my fault are both unprofessional and demonstrably false.
  5. Failure to Honor Commitments
  You stated you would honor an independent jewelers assessment deeming the rings structurally unsound. After I went through the effort of obtaining this professional evaluation, you refused to honor your word. This reflects a clear lack of accountability and integrity on your part.
  6. Ghosting and Lack of Communication
  You state in your response that you wanted to resolve the issues, yet you completely ghosted me, failing to respond to my calls and messages. This is yet another example of your unwillingness to address the problems in good faith. I had no opportunity to discuss the supposed "correction" of the appraisal or explore any potential resolution with you because you abandoned all communication.
  Final Thoughts
  Your response is filled with attempts to shift blame, minimize legitimate concerns, and deflect responsibility. My dissatisfaction stems from your inability to deliver a structurally sound product, honor your commitments, and address the issues in good faith. Continuing to imply that the problems are due to my actions or expectations is both misleading and unprofessional.
  I stand by my concerns and feel strongly that my experience highlights unethical practices that other consumers should be aware of. I trusted you to provide a meaningful and durable product, but the repeated issues, misrepresentations, and poor service made that impossible.