- 1 year ago
Hello Bees, can I start by saying I am hoping to resolve a situation with my Etsy jeweller and in no way wish to inflame the situation or cause problems.
A couple of month ago I started a convo with an Etsy jeweller about purchasing a simple six-prong e-ring set with an OEC moissanite. This shop had good feedback, a website that showed very detailed and beautiful pieces and also their sales pitch that they enjoyed creating custom pieces. They had stocked a lovely setting, so I asked for it to be set with an OEC moissanite with a small culet, which they said would be no problem. Messages from them were short and short and sometimes I waited several days for a response.
We paid in full, then they sent a video of the stone which looked nice. I sent through the image of their setting as asked “is the ring you are making the same as this setting, in white gold please?” and they replied yes.
I emailed each week asking for updates and their response was “it’s a work in progress”, and that they would complete in 2-3 weeks. Four weeks in and I email again, this time I am told they were nearly completed but no date. Then randomly they sent through a CAD which they had “forgotten” to send earlier which looked similar but not the same as the stock setting. They also respond to my query about the packaging and confirm there is an extra cost of $50 and it is not free despite their shop stating that it is with every purchase.
I asked if the ring was the same as the stock setting, and they answer yes. Cool.
Then I send another emails asking for a completion date, 31 days after payment. They sent through a photo of the ring, which is similar but not exactly the same as their stock picture (sharper knife edge, longer prongs and the stone is set higher). I point out that this isn’t the same as the pic, they say “it’s the same design but slightly different and it’s nearly finished”…. and also that the stone is damaged/cloudy so they need to replace it..once they find another stone. No apology, no sweet talk and I am getting upset.
I point out that communication has been a problem from the start, and I am confused as to why the changes weren’t mentioned earlier. No response.
I message again and say I am upset, I understand they do beautiful work but they have not followed my directions of making the ring as agreed on. I then proposed that they compete the ring and send it me, and I see it in person and if it is too different to the setting I wanted that they accept it and alter it at no cost to me. I say I am a reasonable person, and I am looking to rectify the situation in good faith. They do accept custom returns at the cost of 13% as per their website. No response three days later. I point out the late CAD, the faulty moissanite, going overtime and the poor communication. In short, I am willing to see the ring in person and most likley accept it despite it being different, which would mean they dont have to redo it. No Answer.
What would you do? I could cry, honestly this is a nightmare.
Please see the rings below, the first one is the stock model and the second one is what they have made.