Engagement ring received with scratches on the setting

[hooyeh]

I ordered an engagement ring online but it came with scratches on the setting (Pt950). Please see the pictures below.


Then I sent it to the seller for a polish but today it came back pretty much the same as before the polish. What should I do?

Many thanks in advance!

 

[Laila619]

I'd tell the vendor that is not acceptable and that you would like them to polish the scratches out completely. If they can't, then maybe a remake is in order? All settings eventually scratch, but when it's brand new there should not be any scratches! I'm sorry for your trouble.

 

[CaprineSun]

I'm sorry about this! I would not be happy either.

What alloy was used with the platinum?

 

[Diamond*Dana]

I wouldn't be happy with that either! Hopefully you get some sort of resolution from the vendor soon!

 

[denverappraiser]

Talk to the seller about it. In general, this sort of thing isn't all that hard to deal with but they obviously didn't understand the question the first time and shipping things around the country is a significant pain. I would specifically recommend AGAINST having someone else work on it before you've talked to them about it but they may advise you to just hire a local and send them the bill rather than deal with the shipping and insurance companies to get it back to them yet again.

 

[hooyeh]

Thank you for the reply!

Can this kind of scratches be completely removed with a polish? I was expecting that I would receive a perfect ring without a single scratch.

Now I'm guessing maybe they inspected on the ring and found it's okay and then didn't do anything at all. If that's the case, probably I should send it back again and insist that they do a polish whatever their inspection result is.

 

[hooyeh]

I just asked them and it's 95% Platinum & 5% Iridium.

 

[Laila619]

I just asked them and it's 95% Platinum & 5% Iridium.

Well, unfortunately that is somewhat of a soft alloy of platinum. It's the most prone to scratches generally.

 

[hooyeh]

Then does it have any good compared with other commonly seen Pt alloys?

 

[hooyeh]

Update:
I just took the ring to a local jewelry store.

One of the jewelers there told me he could see some small pits on the metal and it's a sign of porosity. He also said porosity is a very common issue but this one is too much.
Another jeweler indicated that the scratches may not be able to be fixed by polishing.

Do they mean that the scratches are also results of the porosity and so polishing won't remove all of them completely and may even uncover more "cavities" inside?

I don't know if I should ask the vendor to polish it again, or make a new ring for me, or should I return it? The reasonable choice may be to have them make a new ring for me, but I'm just worried that the new one could have the same problem if that's because of their manufacturing techniques and quality control standards.

 

[Gypsy]

Porosity huh? Get it appraised well. Then send it and the appraisal back to the vendor and tell them that you expect it done right, or you want a refund (say it nicer than that, honey and vinegar, I'm just being terse because I'm posting on here).

 

[Christina...]

I don't know if I should ask the vendor to polish it again, or make a new ring for me, or should I return it? The reasonable choice may be to have them make a new ring for me, but I'm just worried that the new one could have the same problem if that's because of their manufacturing techniques and quality control standards.

I would do what Gypsy suggested and get appraised, and have them specifically look at the setting and check the porosity, if it's truly an issue have them note it and send it with the ring back to the vendor. I'd explain that this is the second time that you've returned the ring for the same problem, and tell them your concerns, is the problem from a. manufacturing, b. quality control, c. choice of alloys? And then ask how to best remedy the situation, remake the ring with different alloys? re polish? refund? But I would be clear that you want the issue to be resolved this time.

Keep us posted!

 

[hooyeh]

Final update:
Sent the ring last week and they gave me the inspection result today: no outstanding quality issues with the ring and any porosity on the ring is negligible and does not pose a durability issue nor a cosmetic one.
They offered to do a repolish for me and I declined this, then they offered to refund me half the price of the ring and I said no once again and asked for the full refund instead.

 

[Laila619]

Final update:
Sent the ring last week and they gave me the inspection result today: no outstanding quality issues with the ring and any porosity on the ring is negligible and does not pose a durability issue nor a cosmetic one.
They offered to do a repolish for me and I declined this, then they offered to refund me half the price of the ring and I said no once again and asked for the full refund instead.

Good for you. I think you should get the full refund. They clearly do not want to admit there are scratches.

 

[Gypsy]

Who knows what their definition of acceptable porosity is. That's why I recommended an appraiser. But hey, if you can get a refund without the expense of an appraiser, good for you.

 

[Enerchi]

Stick to your guns and keep plugging for what YOU want! I just went thru this hooyeh (my current thread is WWPSD? ....) and I ended up with a resolution that is what I wanted - full refund.

I encourage you to hang in there. Gypsy has a great quote on my thread:

by Gypsy » 05 Jun 2012 15:43

Be FIRM. "Custom work involves trust. I'm sorry, but you've broken your trust with me. Among other issues, you used glue. That's just not acceptable. I have not called the BBB or any of the jewelers organizations to report this because I want to try to solve this privately first. But the fact remains that if you could have done it right, you would have the first time. I do not want to continue this relationship, I do not want anything further made by you. I want a refund and my stones. If I get those, we can both walk away now. If I don't, I'm sorry to say I will have to call the BBB and the other organizations your belong to, as well as file a claim in small claims court. My appraiser will back me, and has already committed to do so."

Maybe this might help you.

 

[hooyeh]

Yes, after sending the ring back twice, I really don't have any trust left. I wanted to see that they eventually admit the problems on the ring and recast a new one but they didn't. They should know how to keep customers and make a deal.

Thank you guys for helping me out. You really guided me through this.

 

[webdiva]

Hooyeh, who are you getting a setting from now? Did you need help with that?

 

[hooyeh]

Hooyeh, who are you getting a setting from now? Did you need help with that?

Now? I don't have time to get a new ring now...

 

[Maisie]

Who is the vendor?

 

[webdiva]

Hooyeh, who are you getting a setting from now? Did you need help with that?

Now? I don't have time to get a new ring now...

Confused - are you keeping this one? Will you propose with this one and then try to get it fixed?

 

[Christina...]

I'm confused as well. Did you end up getting your refund? If so, you plan on setting the stone into another setting correct? Can you tell us who your vendor was?

 

[hooyeh]

Sorry I didn't make it clear. I got both the diamond and setting at Whiteflash and now I returned both. I'm not keeping the diamond.

 

[Maisie]

I'm sorry you weren't satisified with your purchase from Whiteflash. So what happens now? You have to start again? Have you considered Brian Gavin Diamonds or Goodoldgold?

 

[hooyeh]

I'm sorry you weren't satisified with your purchase from Whiteflash. So what happens now? You have to start again? Have you considered Brian Gavin Diamonds or Goodoldgold?

Yes, gotta start again but probably not now...

 

[diamondseeker2006]

It likely would only take a few minutes to locate a similar stone and solitaire settings...when you are ready, of course.

 

[oldminer]

The small scratches I see in the phots can definitely be polished away. A careful and well trained person who only polishes jewelry to a high standard would have no problem making the surface totally without any scratches that you could catch in a photo. It is a shame that you did not get the help you needed to make it right. What you need to keep in mind is that within hours of getting a brand new and perfect ring you will begin to find dings and scratches. Platinum whether alloyed to 95% or 90% purity, and regarldess of the alloy content and type is a somewhat soft and malleable metal which will scratch rather easily in use. The hardest variety of platinum alloys are used in some very high cost tension settings and they will scratch pretty easily, too. This minute scratching sort of becomes a softer patina over time rather than deep and noticeable scratches. In the beginning one can see the individual scratches you found.

Keep in mind how common it is for one retail jewler to "knock" or criticize anything you bought elsewhere. They often look to ruin a fair deal and suggest they can do better, and for less, in spite of the general distrust such sales tactics have cost the entire jewelry business. A competing retailer is not usually a source of unbiased advice such as you'd get on Pricescope.

The only way to have a perfectly unscratched ring is to receive it that way and to never wear it. I remember getting a ring for an appraisal, made by MWM, who takes great pride in his total craftsmanship, which had a scratch on it. He just about had a melt-down over it and made sure I returned it to him overnight to correct it. No item he made ever remains unscratched, but he expects perfection in his own process and generally succeeds. I really hope you are able to get the degree of excellent finish and polish on the ring you finally choose. I suggest you ask for photomicrographs to check before the maker ships it to you. No point in having any communication problem or wasting postage and time..... Best of luck!

 

[Maisie]

I'm sorry you weren't satisified with your purchase from Whiteflash. So what happens now? You have to start again? Have you considered Brian Gavin Diamonds or Goodoldgold?

Yes, gotta start again but probably not now...

Please don't let this experience put you off using another online vendor. I'm really surprised that WF didn't make this right for you. They usually have such great customer service.

 

[webdiva]

I'm sorry you weren't satisified with your purchase from Whiteflash. So what happens now? You have to start again? Have you considered Brian Gavin Diamonds or Goodoldgold?

Yes, gotta start again but probably not now...

Wait - so no proposal at all? Please tell me there will be a proposal but without a ring? I hope your gf doesn't suffer because the ring wasn't perfect...

The power of PS can find you another ring for delivery within the week, I'm sure...

 

[hooyeh]

Keep in mind how common it is for one retail jewler to "knock" or criticize anything you bought elsewhere. They often look to ruin a fair deal and suggest they can do better, and for less, in spite of the general distrust such sales tactics have cost the entire jewelry business. A competing retailer is not usually a source of unbiased advice such as you'd get on Pricescope.

Thanks for your detailed reply.

What pissed me off was that they kept saying they couldn't see scratches all the time. Had they admitted that, I would have more trust and confidence on them that they could eventually fix this problem.

And by no means are the scratches caused by me. The second time I got the ring from them, I checked the scratches and small pits immediately after I took it out of the box. I don't think my touching for one second is that detrimental to the surface of the ring.

People in this forum have indeed given me many good suggestions, but I was the one who spotted the pits and scratches and I never talked about who the vendor was until this thing has been settled so I don't think the advice I got here is biased.