- 4 years ago
- Wedding: October 2013
Hello WeddingBee! This is technically my first post here because I need some advice from women who understand the stresses of planning and having things not go as expected. Someone please tell me I’m not over reacting and what course of action I should take.
My FI got my engagement ring from Zales in June 2012. It is a 1/4ct heart solitaire in white gold.
BTW: I have a co-worker who had a bad experience with Zales in town switching her diamond to a lesser valued one when it went in for repairs. I had relayed the story to my FI just so he was aware before he made a choice of shop to buy from.
We got engaged at the end of June. I had it sent in to the jewelers to have it resized a couple of times. The first time it came back too tight because the salesperson had handed me the sizer and left me to decide which one was best. Ok, I’ll accept it was my fault. After the ring came back I noticed the inclusion in the diamond which I had never noticed before. I’m not saying it wasn’t there, but it did plant a seed of doubt in my mind because of the story from my co-worker that I mentioned.
I held onto the ring for a couple of months so I would have it for engagement photos. I wanted to get them done early rather than closer to the wedding ( I don’t know what the norm is ). After those were done, I sent it back to be resized.
By December there was a broken prong on the ring and I had inquired about getting a custom band made as an enhancer to make the solitaire look like a ring I had found years ago and didn’t know the designer of. I took in a picture of the ring I wanted the solitaire and enhancer to look like. It is one ring so my question was “Is it possible to have a band made that will make my ring look like this?” Almost exact wording. It was a sincere question expecting a sincere and honest answer. I am quoted a price and they take my ring to have the prong repaired and have the band made (yes they were paid up front before I even knew if it was possible). I was expecting to hear back from the jeweler if it could not be done sufficiently to look like the picture of the ring I supplied. I never heard back with any questions or doubts. I called at one point to see if I could approve the mold of the ring before it was finalized. I was told that couldn’t be done and “it will look like the picture”.
About a month and a half later I get my e-ring and wedding band back. I’m devastated. The band they made I don’t think looks like the picture at all! Instead of a scroll-like look to the metal, it looks like wings, with a big empty space between the “wings” that looked very awkward. My diamond is obviously smaller than the one pictured but I assumed an experienced jeweler would know to scale down the features so it doesn’t make my diamond look like a dwarf that needs to be upgraded. I talked to the manager who was unwilling to help correct the situation and make me happy and completely unwilling to refund our money for something we don’t like. “We didn’t make any money on this.” “It looks like the picture.” “You have to use your imagination because it’s a 2D picture.” Everything possible to avoid fixing it! So I held on to the ring for a couple of months, unsure of what to do because the manager was a road block and every time I would take it out of the box I would get SO angry that we had paid so much for something I really didn’t like.
By this time it’s almost the end of March, they had had my ring for 3 ½ months out of the almost 9 we had been engaged for. One day while at work TWO of the prongs break and the diamond falls out. I wasn’t able to find it for a few hours and during this time I had called Zales to see what I needed to do to have the diamond replaced and the ring fixed since I had life time protection on it. I was told that since the 6month inspection had never been done they wouldn’t replace it. They were fixing a prong at the 6 month mark! Why the hell wouldn’t they have done the inspection?! “You have to specifically ask to have the inspection done and get the paperwork filled out.” Yeah, good to know after the fact! By this point I’m fed up with Zales. Luckily I found the diamond by the end of that work day and had gotten a hold of the district manager to see if I could get my money back. He doesn’t want to do that of course and instead requires the shop to take the wedding band back and redo it. They would also be mailing the wax mold for pre-approval this time like I had requested the last time. Ok, I give them one more chance and send in my E-ring to have the prongs fixed also.
When the mold comes in, a month in a half later, I okayed it. When the rings came back another month after that (Late June) I have my FI go to pick it up. He checked it in the box and brought it home. I get home from work that night and take it out of the box. They are soldered together! After all of this, 6months out of a year we have been engaged, I haven’t had a ring, and NOW they still messed it up! I called the shop and asked why they were soldered together when I was specific that they were to be separate rings. There is of course no apologies, they offer to unsolder them and charge me after the wedding when they re-solder them. I tried to get ahold of the district manager again to get my money back and be done with Zales forever. Of course I get no call back.
I don’t know what to do. I am highly frustrated and pissed off with Zales for ruining my engagement. It’s the only time I would have a solitaire engagement ring and yet for 6months of the year we have been engaged I haven’t had my ring because of 2 resizes, 3 broken prongs, and 2 bands made. The problem is, I kind of like the ring I got back. But I don’t trust them to unsolder them, ever do lifetime repair on it, and don’t believe I have gotten the quality I paid for since it came back with tiny diamonds and blotches on the silver coating. I don’t think it is work the ~$2000 they have gotten from us for these rings. Should I go through the fight to get my money back and probably have to get a lawyer involved all with 3 months till my wedding? I have a reputable shop I want to go to and an alternative set chosen because I mostly expected them to screw up again.
What I wanted the rings to look like. I wasn’t able to find this ring designer once the ring hunt began.
How the solitaire and band looked when it first came back to me.
How it looks now. Closed in the gap in the band and tiny diamonds. But much better looking to me. Still could look more like the picture, but even though the shop can brag about making a $35,000 custom ring, they still can’t manage to make 2 bands look like one I guess. No easy task I know, but that’s why I originally asked if it could be done.
Thank you if you have made it this far. I would really appreciate some advice. The only thing I can think of are:
Option 1: Demand money back for both rings and go somewhere else.
Option 2: Ask for my money back for the lifetime protection on the rings and go somewhere else to have the unsoldering and lifetime maintenance done.
Neither of these options will be easy to pull off and I’m almost sure I will be filing a complaint with the BBB to get them to even listen to me.