- 9 years ago
- Wedding: June 2015
On black Friday, my boyfriend surprised me with ring shopping! We were in my hometown for Thanksgiving and I was very excited that he wanted to look for rings. We walked around for 2 hours in one store (a chain store) before finally deciding on the perfect ring (which was also on sale!) I was completely thrilled!
Even though we were happy with our purchase we decided to look around (with the advice of our parents) to make sure we didn’t find a ring that we liked more or was a better price. We never found anything as wonderful as the ring we purchased.
We got the ring resized at the store where we live and in late December he finally proposed in front of all of our friends. (Yay!!) This is where the ring magic went downhill…
Within one hour of wearing the ring, I lost a stone out of the band. I was completely freaking out! Thank God I found the stone on the couch!! (After turning out the lights and using a flashlight to look for a sparkle). I immediately took the ring back to the store and told them what happened. They responded very well and said the stone had probably fallen out because it had been resized. They said they had a local jeweler work on their rings, who I could take it to that day. I was very surprised considering it was a chain store. I assumed they would need to send it to their corporate office to be fixed… but, I went ahead and took the ring to the local jeweler, who had the ring fixed in about 2 hours. I called the store and told them he had fixed the ring and asked if they needed to sign off or document the ring had been serviced, the said no. That’s when I started to get a bad feeling. That’s when I got home and started to inspect the ring. IT LOOKED TERRIBLE. I could see exactly which stone had been fixed because it looked like he gauged it out and didn’t even put the diamond back in straight!! I immediately emailed the customer service on the store website, with detailed pictures of the problem.
The next day, we flew back to my hometown for Christmas and took the ring to the original store we had purchased it from. The manager there agreed the repair looked horrible. He suggested we take the ring back to the store and demand a new one from them.
As soon as we got back home, we took the ring back to our local store. The manager agreed that the repair was bad and apologized. He said he would take down all of the information, the certification number, etc. and order me a new ring in my size 5. He estimated it would be read in 2 weeks.
Flash forward 2 weeks. The ring was not ready because the vendor they contacted was not able to make my ring in a size 5. They had contacted another vendor already to make my ring and it would be done by the end of the week.
One week later: not done. But, it was only because the 2nd vendor had made a replica of the ring and was wearing it around to make sure the diamonds wouldn’t fall out of smaller ring. It would be done by the end of this week.
Another week later: NO RING. ANOTHER STONE FALLS OUT of the ring I had been wearing with the crappy repair – this time out of the main setting. Thank God I also found that stone, on the floor of my classroom.
Another week later: we were called into the store. NO ONE HAD MADE MY RING. NO ONE COULD MAKE MY RING IN A SIZE 5. We were absolutely livid.
We called the store we purchased the ring from. I spoke to the assistant manager and she said we were having problems with the ring resizing / getting ring size 5 because the ring was made in a size 7. I asked her why they would have bothered selling to us when I had asked, before we purchased it, if having it resized to a 5 would be okay. There were at least 7 salespeople in the store (including the assistant manager and manager) at that time and every single one of them had said it would be fine. When I took it to be resized, I handed it to the manager and assistant manager of my local store. They both agreed it would be fine. WELL NOW IT WAS NOT FINE.
She had the manager call me back the next day and he said they would be able to get me the ring in a size 5 in 12 WEEKS. In the meantime, they could just size down another ring and I could wear that one while I waited. I said absolutely not. I am not going to waste another ring and then wait 12 WEEKS for a ring that was not represented correctly. He said my options were to take the offer choose a new ring, or pick out other jewelry at an equal price to what we spent.
(BTW, I had also emailed and called customer service on their website, which have never repsonded to this day)
My fiancé was NOT HAPPY to say the least. He called and spoke to the district manager. She made the same offer, but ended up transferring us to the district manager in our area. Thank God she was very understanding. She offered us a full refund and apologized for the terrible service. She said she would be investigating the store because sending me to a random local jeweler was against company policy in the first place. She said they were in major trouble.
Now that we have our refund, I have no ring 🙁
I have no idea how to start over, and I don’t know who the trust to buy a new ring. I am terrified of buying something that will fall apart again!