Not happy with Whiteflash

[Dmndsr4evr11]

I get that and I don’t have a dog in the fight as they say bc I’ve never had dealt with the company (I daydream of having ACA studs but alas). And yes their customer service seems stellar which I noted above to OP. I’m not disputing that at all. I’ve still noticed though that when someone has an issue of a wonky prong or asymmetry or whatnot, that if it’s WF it’s “minor” or “no big deal” or “I don’t see it” whereas with someone else it’s “demand they fix it” “that would drive me nuts” etc. This is just anecdotal observation I’ve noticed from reading threads over the years. I think it is human nature to be more forgiving of a vendor that you love and admire of course. But I think it makes users reluctant to share if their experience is less than great.

I hear what you’re saying. Personally, my experience when I posted about my nicked prong and initial dismissive email from WF was received well and I felt very supported by PS’ers. I was encouraged to send it back to get it fixed without any harsh comments regarding my issue with the initial email from WF. As I mentioned in a separate post, WF resolved the issue expeditiously. I’ve been a long time WF customer and will continue to be a loyal customer.

I think that when posters post problem and is encouraged by PS’ers to contact WF to resolve the issue but continues to post complaints here that it ends up being troublesome. I am not speaking particularly about this OP but what I’ve seen in posts in general when posting about WF issues.

I hope the OP gets this resolve quickly so she can enjoy her beautiful ring.

 

[gm89uk]

Thanks for pointing that out. I went ahead and measured the angles on Adobe because the ring does not appear tilted enough to me to explain the tilt of the head.

The angle/tilt of the head is listed at 1.74. The angle/tilt of the shank is measured at 0.67.

Which confirms to me that while the ring is slightly tilted, the head (not the donut) is, comparatively, even more so.

You cannot measure angles on a 3D structure with a 2D tool, especially with a macro shot. The head measured is significantly further from the camera than the ring you are measuring and it is not strictly head on. You will be surprised how inaccurate these can make seemingly objective measurements.

 

[yssie]

You cannot measure angles on a 3D structure with a 2D tool, especially with a macro shot. The head measured is significantly further from the camera than the ring you are measuring and it is not strictly head on. You will be surprised how inaccurate these can make seemingly objective measurements.

This.

Subtend angle is hugely different for the portion of the shank closer to the viewer and the head.

 

[jfra]

@jfra I can certainly see the issues you mentioned. There's some wonkiness going on there for sure. Not only is the diamond not seated properly, the entire head appears to be tilting to the right. This would drive me crazy. The prongs to engulf the top of the diamond, which would also not be my preference. And they are not petite claws by any means.




I'm actually surprised by the comments trying to minimize the concerns and make it seem as if this is all in your head. Especially a place with super detail-oriented folks like PS, where there are lengthy threads of minute flaws complained about on settings all the time. We, PSers, should get that. We expect more, which is why we stick with (and endorse) PS-quality vendors.

Is it because the critique is not from a popular poster? Or because it is of a beloved vendor?

And, looking at the thickness of the head at the bottom, if the head/prongs were made thinner (as requested and also as they said they could do), the diamond can certainly be set lower without appearing 'squatty.' The total thickness of the prongs coming to the head at the bottom adds height.

Now this speaks nothing to WF's ability to make it right. I believe they can and will. I've bought several diamonds from them and also looked into having them make my pendant and will be a repeat customer in the future.

Thank you, I was starting to feel there was something odd going on with the comments being made.

 

[jfra]

Hi,
The problem isn’t so much about the height of the set stone. IMO, it almost looks as though the prong head is slightly too BIG for your diamond. The prongs are chunky and tall, and they are swallowing your stone.

Yes, this was my concern also. The day I received the ring I called Whiteflash and spoke to Vera to explain my concern. Vera informed me that “she spoke to the jeweler and these were the smallest prongs possible to make”. Which I feel was a less then truthful response, especially after I sent them a photo of the setting during the CAD stages to copy!

 

[musicloveranthony]

It looks poorly constructed. I wouldn't be happy with that on my hand. You should seek resolution. Also, it sounds like you want a flush-mounted ring. This has a basket mounted atop the band. You want the head flush with the band.

 

[jfra]

@jfra ,
I am sorry for your concerns and truly regret any miscommunication on our part about prong style or stone setting height.

We would very much like the chance to address the issues and get this right for you. We know what an important purchase it is.

I understand you have been in touch with our team and have spoken to our production manager. I will be following closely in case I can assist in any way.

Hi Mr Boyle, I’m not sure there was a miss communication Vera from Whiteflash was very clear. When I called in with my concerns two of which you addressed “height”and “prong style”. Vera was very clear and concise she said “she spoke to the jeweler and the diamond was set as low as possible“. She also said “she spoke to the jeweler and my prongs were as small as they could possibly be made”. I understood her perfectly. It’s just that I thought she was being less then truthful! The other issues of poor craftsmanship crooked setting, prong not set properly could just be a quality control issue,understandable.
The Vera response was more deliberate, iI guess if you get 10 complaints and Vera can persuade the customer that nothing is wrong and she is successful 5 out of 10 times that saves Whiteflash a lot of money over a years time. I would have been a victim of this practice also, but I had seen diamonds set lower and prongs that were smaller in person. I also sent your CAD designer Evan a photo of the setting to copy.
However Mr. Boyle the real reason I wanted to respond to you is about your return policy. I spoke to Glenn of Whiteflash on a Monday stating that I wanted to return my ring and asked what Whiteflash would charge me so I could make a decision to buy a different diamond from Jamesallen.com. Glenn said he would tell Vera, I said have her call me he said ok. On Tuesday I spoke to Glenn again and said what will I be charged to return the ring and he said Vera will call me. Vera never called so I sent her an email. Vera answered all questions in the email EXCEPT what I would be charged to return the ring. On Thursday I sent Vera another email only addressing that she is not telling me what I would be charged if I returned the ring. Later Thursday Vera responded in an email “ that the Whiteflash Team had decided that they were not going to tell me what I would be charged if I returned the ring at this time they wanted to wait till the ring was photographed”.
I have never herd of company refusing to tell the customer how much they would be charged to make a return in my life. I will report this to the better business burea, this is all I can do. So thank you for all your help in watching my issues personally.

 

[chamois]

Hi Mr Boyle, I’m not sure there was a miss communication Vera from Whiteflash was very clear. When I called in with my concerns two of which you addressed “height”and “prong style”. Vera was very clear and concise she said “she spoke to the jeweler and the diamond was set as low as possible“. She also said “she spoke to the jeweler and my prongs were as small as they could possibly be made”. I understood her perfectly. It’s just that I thought she was being less then truthful! The other issues of poor craftsmanship crooked setting, prong not set properly could just be a quality control issue,understandable.
The Vera response was more deliberate, iI guess if you get 10 complaints and Vera can persuade the customer that nothing is wrong and she is successful 5 out of 10 times that saves Whiteflash a lot of money over a years time. I would have been a victim of this practice also, but I had seen diamonds set lower and prongs that were smaller in person. I also sent your CAD designer Evan a photo of the setting to copy.
However Mr. Boyle the real reason I wanted to respond to you is about your return policy. I spoke to Glenn of Whiteflash on a Monday stating that I wanted to return my ring and asked what Whiteflash would charge me so I could make a decision to buy a different diamond from Jamesallen.com. Glenn said he would tell Vera, I said have her call me he said ok. On Tuesday I spoke to Glenn again and said what will I be charged to return the ring and he said Vera will call me. Vera never called so I sent her an email. Vera answered all questions in the email EXCEPT what I would be charged to return the ring. On Thursday I sent Vera another email only addressing that she is not telling me what I would be charged if I returned the ring. Later Thursday Vera responded in an email “ that the Whiteflash Team had decided that they were not going to tell me what I would be charged if I returned the ring at this time they wanted to wait till the ring was photographed”.
I have never herd of company refusing to tell the customer how much they would be charged to make a return in my life. I will report this to the better business burea, this is all I can do. So thank you for all your help in watching my issues personally.

I am sorry to hear this, not a happy customer experience for you.
i am sure Bryan will step in and help you resolve what is necessary, to make you completely satisfied and happy with your ring. Fingers crossed for you

 

[Texas Leaguer]

Hi Mr Boyle, I’m not sure there was a miss communication Vera from Whiteflash was very clear. When I called in with my concerns two of which you addressed “height”and “prong style”. Vera was very clear and concise she said “she spoke to the jeweler and the diamond was set as low as possible“. She also said “she spoke to the jeweler and my prongs were as small as they could possibly be made”. I understood her perfectly. It’s just that I thought she was being less then truthful! The other issues of poor craftsmanship crooked setting, prong not set properly could just be a quality control issue,understandable.
The Vera response was more deliberate, iI guess if you get 10 complaints and Vera can persuade the customer that nothing is wrong and she is successful 5 out of 10 times that saves Whiteflash a lot of money over a years time. I would have been a victim of this practice also, but I had seen diamonds set lower and prongs that were smaller in person. I also sent your CAD designer Evan a photo of the setting to copy.
However Mr. Boyle the real reason I wanted to respond to you is about your return policy. I spoke to Glenn of Whiteflash on a Monday stating that I wanted to return my ring and asked what Whiteflash would charge me so I could make a decision to buy a different diamond from Jamesallen.com. Glenn said he would tell Vera, I said have her call me he said ok. On Tuesday I spoke to Glenn again and said what will I be charged to return the ring and he said Vera will call me. Vera never called so I sent her an email. Vera answered all questions in the email EXCEPT what I would be charged to return the ring. On Thursday I sent Vera another email only addressing that she is not telling me what I would be charged if I returned the ring. Later Thursday Vera responded in an email “ that the Whiteflash Team had decided that they were not going to tell me what I would be charged if I returned the ring at this time they wanted to wait till the ring was photographed”.
I have never herd of company refusing to tell the customer how much they would be charged to make a return in my life. I will report this to the better business burea, this is all I can do. So thank you for all your help in watching my issues personally.

Hello @jfra ,
I am sorry to hear of your ongoing dissatisfaction. We made the revisions you requested after you collaborated directly with our production manager, and the ring was shipped back to you on 7/9. On 7/30 Vera followed up with you thanking you for allowing us the opportunity to resolve the issues. So I am surprised to now see your new post here, as I assumed we had taken care of you.
I would like to speak with you to get a better understanding of your current concerns. I will send you an email with my personal cell number and you can call at your convenience.

 

[jfra]

Hello @jfra ,
I am sorry to hear of your ongoing dissatisfaction. We made the revisions you requested after you collaborated directly with our production manager, and the ring was shipped back to you on 7/9. On 7/30 Vera followed up with you thanking you for allowing us the opportunity to resolve the issues. So I am surprised to now see your new post here, as I assumed we had taken care of you.
I would like to speak with you to get a better understanding of your current concerns. I will send you an email with my personal cell number and you can call at your convenience.

Hi, yes on 7/8 or 7/9 after me asking Vera for 4 days in a row what it would cost me to return the ring so I could buy a different one she finally answered me by saying that the Whiteflash team ( I guess that would include you) decided not to answer me ( I’m sure you have the email ). After finally getting this response I emailed Vera immediately and I thanked her for finally being honest with me after leading me on for 4 days of not answering me, and I authorized her to mail me back my ring in whatever condition it was in, I didn’t care if it was in 1 piece or 2, just put all the pieces in a box and mail it back to me immediately I told her ( I’m sure you have this email also). I have never heard of a company refusing to tell the customer what it would cost to return a product!!!! It was in that moment that I finally knew that I would never want to do business with Whiteflash ever in my life.

 

[diamondseeker2006]

Going from WF to JA is an interesting choice. As far as the diamond is concerned, it’s throwing the baby out with the bathwater, in my opinion. Hopefully the setting will be made by a custom designer such as Leon Mege this time. He’s known for setting diamonds low. Just know when a diamond is set really low, there’s a good chance the prongs will be damaged by the wedding band. But you can get tiny claw prongs that way.

As far as cost to return is concerned, maybe one would assume that they needed to see the ring again in order to decide if they would make a partial or full refund (or none) depending on whether there were still flaws present after the repairs???

 

[lovedogs]

I am utterly lost. OP were the changes not satisfactory? Or did the changes not get made?

 

[yssie]

I am utterly lost. OP were the changes not satisfactory? Or did the changes not get made?

Count me in as one of the very confused.

 

[tbcoat89]

I'm an example of someone who initially felt their diamond was set too low and asked for it to be raised (from a different jeweler, not Whiteflash). Top pic is before, bottom pic is after.

does anyone know if this is complex - can the jeweler raise the prongs and stone height without compromising the intrigue of the prongs?

 

[tyty333]

They would most likely replace the head on the setting to get the taller prongs.
You should start your own thread and post pictures of your ring if you have particular
questions about it. Be happy to help.

 

[tbcoat89]

They would most likely replace the head on the setting to get the taller prongs.
You should start your own thread and post pictures of your ring if you have particular
questions about it. Be happy to help.

Thanks @tyty333 … Omg, I don’t even know how to open a new thread but here is my question—can the head on my ering (attached pic here) be replaced with a swoopier curved prong basket? I’m envisioning like the CVB Jovyn level of curve, and not a full on tulip level of curve. From what I’ve read on PS, I would think I would need a whole new cast because the shoulders are integrated and touching the bottom of the current basket.

 

[lovedogs]

Thanks @tyty333 … Omg, I don’t even know how to open a new thread but here is my question—can the head on my ering (attached pic here) be replaced with a swoopier curved prong basket? I’m envisioning like the CVB Jovyn level of curve, and not a full on tulip level of curve. From what I’ve read on PS, I would think I would need a whole new cast because the shoulders are integrated and touching the bottom of the current basket.

You can press "add thread"

 

[chamois]

Thanks @tyty333 … Omg, I don’t even know how to open a new thread but here is my question—can the head on my ering (attached pic here) be replaced with a swoopier curved prong basket? I’m envisioning like the CVB Jovyn level of curve, and not a full on tulip level of curve. From what I’ve read on PS, I would think I would need a whole new cast because the shoulders are integrated and touching the bottom of the current basket.

The Valoria has a swoopy basket (shown in my avatar). Whether it would be swoopy enough for you is something you would have to decide upon. I personally think the larger the stone the more swooped the basket appears. Best of luck.

 

[tyty333]

@tbcoat89

Here is where you go to start a new thread about your ring. I see that you are pulling up a lot of old threads and it would be better
to just start your own thread. You will get more input. Click on the Post Thread button (see red arrow).