Engagement ring fiasco

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MrB Posts : 2 Registered: 11/17/10
Engagement ring fiasco
Posted: Nov 17, 2010 3:07 AM

Just wanted to get some thoughts. Here is the short story. I saw 2 rings. I like the setting on one and the prongs on the other. I asked if i could combine the setting and prongs and to let me know if there were any complications with this to the retailer. I even super-imposed the 2 pictures. She had to speak to the company that owned the collection. They came back via email stating the price and the model numbers to get this done, warranty details, another item I had asked, but NO mention of any complications. I went to pay the deposit and still no mention of any complications.

When the ring came into the store, they said it was perfect. I got the ring back and I notice lots of issues. For one thing an important feature was missing. They said it was because of the changes I asked. The quality was really poor. It was not symmetrical. And some of the parts that were suppose to be curvy were instead rigid. They said it was because it's handmade. Basically, there were numerous areas that weren't the same compared to my picture. When they sent the setting and my diamond in to get it set, a few days later I said to myself that this isn't right, even though it's handmade, there has to be some quality control, afterall the ones in the showcase were perfect and they were also handmade. So, I asked to get it fixed.

When I got the ring back, it was still not fixed. Very frustrated, I sent an email to the company that owned the collection stating that i was never told there would be a missing piece and that the quality is extremely awful. On their website it says they are of the highest quality. I told them that I don't understand how they could release a product that is so poor in quality and that it's poor business practice to show a customer a good quality ring in the showcase only to deliver a poor quality one. They are in the business of looking good. They said that the retailer mentioned to me the missing feature when I went to pay the deposit but they never did. If there were any complications, shouldn't they have written it down in the email with all the other details? Of course they sided with the retailer. They told me to wait 2 weeks so that I can express my concerns to a representative that is going to be at the store.

The representative says that the ring is perfect and that the retailer told me about the missing feature. She also said that if we were to try to fix it, it will degrade the sturdiness of the ring. Basically, I didn't have a choice. She also mention some other issues with the ring that was due to the requested change. These were never mentioned to me before the order was placed. She said that if i put the ring in my fiance's finger, no one will notice.

I sent an email back to the head office. I said it's clear you and your retailer have communication and quality issues. I am not going to pay for your mistakes. They offer to fix one of the issues and stated that the order was according to my request. It's odd that their rep says it's perfect and it can't be fixed but the head office says they will fix it.

I think i deserve a new one with the changes I originally asked OR another one with equal value, because the rep said if they try to fix it, it will be less sturdy (I don't want my diamond to fall out) AND i was never told about the missing feature and any other issues that may arise from the requested change. If I had known, I would have re-considered. I mean if you ordered a red car but got a green one, is that right?

What do you guys think? Do you think the retailer and the collection owner should own up to this? Do you think I'm being unreasonable?

Edited by: MrB on Nov 17, 2010 3:45 AM

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myras Posts : 396 Registered: 2/26/10
Re: Engagement ring fiasco
Posted: Nov 17, 2010 3:50 PM Go to message in response to: MrB

"Do you think the retailer and the collection owner should own up to this?"

Of course, they SHOULD. The question is, WILL THEY? If you can't achieve satisfaction just by complaining, you have several routes to try:
1. With any luck, you paid your deposit with a credit card. If so, your card company should refuse payment for shoddy merchandise and should refund your deposit.
2. Go above the heads of the locals, right to the head of the company. It sounds as if you might have done this already, but if not, do it now. Most large, reputable companies do not like dissatisfied customers. Threaten (and follow through, if necessary) to post ratings all over the internet, and definitely compolain to the Better Business bureau. I've even gone to the press about unreliable vendors (and had some success this way on getting a problem resolved).
3. Take them to court: Small Claims in my state (California) goes up to $7000 (or is it $7500, not sure). That could go a long way towards covering a new setting.

Finally, learn from the experience: all major purchases go on a credit card that offers consumer protection. And, get everything in writing, so there's no, "He said, she said" involved. Unfortunately, we sometimes don't know what to write down until it's too late!

myra@classysassyweddings.com

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MrB Posts : 2 Registered: 11/17/10
Re: Engagement ring fiasco
Posted: Nov 17, 2010 6:59 PM Go to message in response to: myras

Thanks for the reply and ideas. I have contacted the head office of the collection but it seems it has gone through deaf ears. They are of course siding with the retailer. The only thing i got is the email that the retailer sent to me detailing the product I had requested which never mentioned the missing feature. But even that did not convince them. The retailer did not have anything in writing where they told me about the missing feature. Only their words. It is apparently stronger than the email. I don't think there is much to convince anymore. What do you think?

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WellWisher Posts : 175 Registered: 1/2/10
Re: Engagement ring fiasco
Posted: Nov 17, 2010 7:08 PM Go to message in response to: MrB

I'd go with the Better Business Bureau and small claims court, and complain loudly which was suggested before. Did you happen to pay the deposit on a credit card? If so, I'd tell the company the merch is faulty so they'll stop the transaction. There's no reason you should have been bamboozled. If the company couldn't give you what you wanted, they should have told you so before. They "tried" to step up to the plate. They failed, and now they need to own up to it.

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JessicaG Posts : 6 Registered: 1/3/11
Re: Engagement ring fiasco
Posted: Jan 4, 2011 10:48 AM Go to message in response to: MrB

If you have the emails and everything you signed, and they never mentioned these changes would be made, then take it to court.

The other thing would be to have the ring appraised independently, as they will note if there are issues with sturdiness or quality (such as the stone not being held properly and potentially falling out). That may be a good way to get it in writing from an objective third party that this ring is not what you expected.

And whatever you do, until they make this COMPLETELY right, you blast their name and your issues wherever you can.

Business 101 - a satisfied customer will tell one or two people about your company. A dissatisfied customer will tell everyone he knows.

It's true. And it's why a customer is ALWAYS right.

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swichwang34 Posts : 657 Registered: 9/13/12
Re: Engagement ring fiasco
Posted: Sep 16, 2012 3:03 PM Go to message in response to: MrB

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