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Is this as unbelievable as I think it is?

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Demelza

Ideal_Rock
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Jan 18, 2004
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Tell me what you guys think about this one: I ordered a mounting for my emerald cut about 3 weeks ago. I was told it would be done by the end of the following week. It wasn't. I called him a couple of times during the following week to get updates. I felt like I was hounding him, but I wanted to know when it would be arriving so that I could arrange to be home to receive it via Fed Ex. I received it exactly 2 weeks from the day it was ordered. Fine. Problem is the head was too small. I had given him the exact measurements off the GIA cert, but the head was clearly too short to accomodate my stone. I called him the same day and told him that the mounting was not made to my specifications. He apologized and said to send it back with my stone. I sent it back the same day and he received it the next morning. His bench jeweler said the mounting could be salvaged through some handy laser work. Great. The mounting did not need to be remade. Now, when I sent him my stone, it was in a simple platinum solitaire mounting. I asked him if he would give me any credit for the platinum if I decided to scrap the mounting. He said sure, he would give me $100. He called me today to say that the ring wouldn't go out today as promised, but that it would definitely be here Friday morning. He then said that the repairs were very expensive and he wondered whether he could use my platinum mounting as payment. I was sort of shocked since it was his error to begin with. Why should I pay him to repair a mounting that was made incorrectly through no fault of my own?? Typically, I would have folded and said, "yeah, sure. I don't want this guy to be out money." But I took my time answering and realized that it is totally out of line for him to ask me for compensation...right?. He said I had a point, but at the very least he would have to get the cost of mounting the stone from me. I said fine, even though he never mentioned anything about this when I originally sent my stone to him. I'm worn out by what have been some very unsatisfactory jewelry buying experiences over the years. Why can't things be done when promised? Why do I always feel like I have to be a pest in order to get what I've paid for? I don't mean to sound overly dramatic, but this phone call just didn't sit well with me today.

What do you guys think?
 
You shouldn''t even consider paying ANYTHING for his error.
 
What do I think? I think this guy is totally screwing around with you, and trying to cover the cost of his mistake(s) through you. Completely ridiculous, unfair, and absolutely uncalled for.

First, for being late with the mounting...as you know from my personal experiences, I HATE this. Couldn''t he have budgeted extra time and told you two weeks even if it would have taken one, so that you would instead be pleasantly surprised for it coming early, rather than irritated that it was a week late??? Still, this sort of thing happens, so...irritating, but tolerable.

As for the head being the wrong size, you gave him the EXACT measurements of the stone, and I don''t care if it cost him the price of getting an entirely new mounting, this was HIS mistake so he, and ONLY he, is responsible for the financial aspect of fixing it. Not you. How DARE he ask that you cover the "expensive" cost of swapping the head???

Finally, I think that the "stone setting fee" is the biggest CROCK I have ever heard. Whenever I buy a mounting from someone, the price of setting the stone in it is included. When I have swapped heads on a ring, I have paid for the new head, and I assume the cost of setting the stone was included because I did not pay an extra fee for setting the stone. He seems like he''s trying to squeeze what he can out of you, and that''s NOT RIGHT.

I don''t like the sounds of this guy one little bit. I hope you can just get this transaction over with, and the ring to your satisfaction...and when you walk out the door....forget ever going back there.
 
I totally agree with how you handled the situation. If he or his bench jeweler made the error, then the price rests on them. However, if you read him the wrong dimensions, then that is another thing, but that didn''t happen here. What nerve to ask for payment for the repairs!!
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Now, as for the mounting price, I really can''t argue with that. It does kinda stink that he didn''t tell you beforehand. I bet he was going to throw it in for free because he was making $x from the setting. But now that he probably lost money on that, he doesn''t want to lose anymore... Only a guess though.

I hope that for all this frustration you get everything you hoped for and more!
 
Date: 4/6/2005 6:18:53 PM
Author:Demelza

He then said that the repairs were very expensive and he wondered whether he could use my platinum mounting as payment. ....

What do you guys think?

I'm sorry, but I think this is outrageous on several levels.

1. By definition, there wouldn't BE a *repair* if it had done properly initially. You provided the specifications, and it was up to him to make sure the piece he delivered met those specifications. If repairs are very expensive, then he should keep that in mind when crafting the piece initially.

2. Upon hearing of the problem from you, he apologized and told you to send it back to him with your stone. NO mention of payment required for the repairs was mentioned at that time. If he expected payment, the time to say so would have been then.

3. Further, he initially agrees to credit you $100 for the platinum scrap.....and then subsequently thinks it's okay not only to rescind the $100 credit offer but to further expect it as PAYMENT for HIS mistake?

4. Now, his response to a customer who was dissatisfied is "oh, and I want to be paid for mounting the stone?".....again, NEVER discussed up front?

All of this, while he fails on yet *another* service promise.....because he was calling to tell you that he wouldn't have the work done AS PROMISED when he decided to spring the rest of this garbage on you?

Totally, totally out of line......

He's lucky it's not me he's treating that way......I would make sure everyone I've ever met since 2nd grade!!! knew about this guy and his operating practices.
 
Thanks FG and Stretch for the support! I definitely did not give him the wrong dimensions. I read them straight off the GIA cert. When I told him that the head was too small, he seemed very surprised and fiddled around on his desk for my "file." (FYI: This was an internet sale - I'm in Seattle and he's in NY.) He said he couldn't find my paperwork, but to send the ring back with the stone and he would take care of it. Frankly, I think the moment the package arrived on his desk, he should have taken it to the jeweler to fix it ASAP. It should not take another week and a day since this was his error to begin with.

Wow, Alj, you really have a way with words!!! You have really put this in perspective for me and I'm pissed! Since he still has my stone, I feel very vulnerable. I can't tell you how much I want my stone back. I realize this is probably irrational, but this recent turn of events makes me worried that my stone is less safe with him. What if it's been damaged? I doubt he would stand behind it. Luckily, I have insurance. Anyway, I'm tempted to say who this is, but I don't want to do anything out of anger.
 
For sure, once you get your stone back, check the laser inscription (if it has one), and check it under a loupe. You probably also need to get the ring reappraised for insurance purposes (?) since it''s in a new setting...so the appraiser should find out if something was damaged as well.

Have you already paid for the new setting? Did you send him your old mounting already?
 
Demelza...

You did nothing wrong. The jeweler accepted the situation and he should see it through all the way, if for nothing else than customer satisfaction. Everything involving cost should''ve been discussed before you sent it back. It was his error, not yours, therefore it''s his correction to make at his cost! End of story..

I recently had a similar situation, but my jeweler acted professionally and stated that he should have charged me more for the problem, but because he accepted the situation without stating anything about extra payment, he didn''t make assumptions that I would pay more and got my ring fixed by the next day...

I think this will be the last time you use this jeweler...his ethics seem off...
 
Quick update: I received the ring on Friday. As soon as I opened the little box, my stomach sank. The head looked like it had been beaten to within an inch of its life. It was uneven, pitted, unpolished, and downright ugly. I didn't even need my loupe to see that this was an absolute hack-job. I don't know how the jeweler let this leave his bench. Moreover, I don't know how the owner allowed this to leave his desk, let alone the building. I felt just sick about it. I knew that I wanted to get my stone out of the mounting and return it ASAP. I spoke to the owner and told him how disappointed I was. He offered to start all over and make a new mounting, but I told him that, at this point, I just wanted my money back. He expressed how badly he felt and told me I could keep the mouting for as long as I like until I find a new one. Nice gesture, but too little too late. The lesson I learned here is that sometimes you get what you pay for. The cost of the mounting seemed almost too good to be true and it turned out it was. The quality simply was not there. So, I've decided to take the plunge and shell out the big bucks for a gorgeous mounting I KNOW will be of the highest quality. Here it is. I saw it at a local jewelry store a year ago with a yellow radiant in it. I loved it then, but it didn't occur to me that my emerald might look perfect in it. I contacted the woman through whom I have purchased both my diamonds and she said she can get me the mounting at cost + 10%. It's a Whitehouse Brothers platinum mounting with .21 pts of G-H, VVS melee. I just hope this will be IT so I can finally enjoy my stone. I'm starting to wonder if this EC is cursed. What do you guys think of the moutning (picture doesn't do it justice, of course).

whitehousebrosmount.jpg
 
Demelza, congratulations! you''re getting the ring you were meant to have in the first place! its too bad that it had to happen the way it did but it does sound like that in the end you will be much happier with this new setting. consider making a BBB complaint.

peace, movie zombie
 
The new setting is beautiful!! One question...is the base of the basket round shaped? It''s looks rounded to me, which is why I ask...for that reason, just know that the rounded edge may slightly protude at the edge of the EC...I just had mine set in this situation...It doesn''t both me at all, but every once in a while I see the rounded edge from underneath the EC stone. If you can change the basket to a square base then it eliminates this problem....
 
I''m sorry that things didn''t work out with the first mounting, but honestly I''d be slightly relieved to be rid of that jeweler...first for trying to make you pay for his mistakes, and second, for doing such a horrible setting job and damaging the mounting.

The second semimount looks really nice...and it seems like you''re getting a great deal! I don''t think the stone is cursed...but you have had some bad luck. Hopefully dealing with another vendor will make everything right again. *fingers crossed*

Did the new place say how long it would take to get the mounting in, and to get your stone set?
 
Demelza, I''m so sorry things did not work out with your first jeweler. Believe me, I can sympathize with your frustration. I went through a period thinking my diamond was jinxed and almost sold it at a loss because two attempts at a custom ring turned out so horribly. It was emotionally devastating actually. I think finding the right person for the job is key whether it be a totally custom ring or setting your diamond in stock mounting.

The new setting you have chosen looks very nice. As long as the new jeweler comes through as promised, on time, with quality workmanship, I think your ring will be everything you ever hoped for. I''m rooting for ya!

Keep us posted and don''t forget those hand shots!
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Who did the shoddy job ? Was it Antiqueengagementrings ? I thought you were going to order from them at some point ...
 
Well, I''m glad things look like they are going to work out!! I''m just so sorry that it has taken this long...But don''t worry, this new setting looks just DELICIOUS!!

Please post pics as soon as you get it!
 
Oh Demelza,
What a story, can't believe the nerve of that guy. It looks like you will have a new amazing ring in the near future, and am looking forward to the hand pics. Seems to me there have been some really sad stories about custom jobs and shoddy workmanship here lately. Hang in there, you'll get it soon!!!
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Diamondlil -- thanks for the understanding. I've followed your story and I'm so glad that your ring turned out so beautifully the third time around. After my custom job fiasco for my emerald cut nearly a year ago, I vowed never to do custom again. Apparently, finding a stock mounting isn't necessarily so easy either.

Kaleigh -- I agree that it seems like there have been an increase in the number of "horror" stories, particularly with custom work. What's going on?

Ana -- You are right about who the vendor is, although I feel a little hesitant about "outing" him because, in the end, he did try to make it right. I think he's basically a good guy, but not someone I would trust with my jewelry. His prices are very competitive and I am sure that he is capable of doing good work to which some on this board can attest.

I don't yet know the price of the new mounting. I will find that out tomorrow. I'm hoping it will be here in time for my June wedding so that I can wear it as a RHR. It should look beautiful with my dress! Keeping my fingers crossed that this time I get it right!!
 
Demelza,
I think all that have had trouble here lately have clearly communicated what their desires were in their rings, but some of what they have said has fallen on deaf ears I''m afraid. You''d think they would really listen to the customer, because mistakes are extremely costly. Just my 0.2!!
 
Kaleigh -- I agree. I don''t know why this happens so often. Perhaps in this competitive market, vendors are having to let go of much needed employees, resulting in too much work and not even employees? Just a guess.

Anyway, I ordered the Whitehouse Brothers setting this morning. It was quite a bit more than I was wanting to spend, but I know I got a great deal. I''m paying nearly $1,000 less than the price I was quoted at the jewelry store. It should take about 4 weeks. Oddly, they only have one engraver who they allow to work on this particular ring style and he will be on vacation for part of April, so it might take longer than it otherwise would have. Oh well. As long as it turns out right, I''ll be a happy camper!!
 
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