Poor craftsman ship from Whiteflash on custom engagement ring

[idaoo]

I don't want to attack any brands but I ordered an engagement ring from WF that is replica of Tiffanys Pave 6 prong design with half eternity band. What I received was very poorly made ring with the prongs not being straight but bending in either left or right direction as well as it not being symmetrical with each others. The area where the prong end and the band meets was also poorly soldered on it seemed as it looks really messy. To top it all off, the head?crown? area was not even centered with one side of eternity pave on the band starting closer and one further away.

I just sent the ring back for a fix and I don't see how they could fix this ring without creating a whole new ring. Did anyone have trouble with WF or their craftsmanship like this? Very frustrated. I won't post pictures because the customer service was really great my designated helper being very responsive the whole time. Please share or give me advice on what I could do or say to WF to make this better.

 

[Skyjems]

I don't know that vendor and have never worked with them, but PS clients are very picky and they have rave reviews on here.

Nobody gets it right every time, between COVID and Christmas rush, cut the vendor a little bit of slack, maybe they will have to scrap the ring and start again.

It's my opinion that you find out how good someone is when there are problems, anyone can perform well when things go right, it's how people handle adversity that shows their character.

Good luck

 

[xxxxxx]

Actually posting pictures would be helpful to see what you mean. If WF has been helpful I don’t understand why you’re posting about it, with such a thread title which makes WF seem like they didn’t want to solve the situation?
I believe you told them what seemed off with the ring and they will then decide if it can be repaired or the whole ring must me made new.
I hope you will be satisfied with the new or repaired ring.

 

[yssie]

Sometimes projects slip through the cracks. Frustrating, I know!

Have you contacted WF? If you haven’t, do so right away. They have a hard-earned reputation for righting things that go wrong and making their clients whole.

 

[Rfisher]

Looking back you could see the issues in the photos they supplied before the ring shipped? Or only in person?
Ask them outright if they plan on fixing or redoing?
Just thinking if visible in pics - you could remove time and effort of two more ship/return then. Especially if they are fixing rather than redoing.

 

[idaoo]

Looking back you could see the issues in the photos they supplied before the ring shipped? Or only in person?
Ask them outright if they plan on fixing or redoing?
Just thinking if visible in pics - you could remove time and effort of two more ship/return then. Especially if they are fixing rather than redoing.

I didn't see the pictures before it shipped because the two pictures they took were sent to me after. Also it was a kind of a far picture so you can't really see details of the rings.

 

[idaoo]

Actually posting pictures would be helpful to see what you mean. If WF has been helpful I don’t understand why you’re posting about it, with such a thread title which makes WF seem like they didn’t want to solve the situation?
I believe you told them what seemed off with the ring and they will then decide if it can be repaired or the whole ring must me made new.
I hope you will be satisfied with the new or repaired ring.

I wrote in my post that I sent it in for a fix already and the customer service has been outstanding. I am not sure where you got the vibe that they didn't want to solve the situation? All I am asking if this type of poor craftsmanship is common because I am new to buying rings. Not sure why you're being offensive. Also attached pictures.

 

[gm89uk]

Not sure of the reservation to post photos when you have already posted the thread. A picture is worth more than all the description you can muster. All the best with your ring.

 

[idaoo]

Not sure of the reservation to post photos when you have already posted the thread. A picture is worth more than all the description you can muster. All the best with your ring.

I wasn't quite sure what the forum rules are if I am allowed to post something that is possibly damaging. Because like you said a picture is worth a thousand words, posted pictures above but another one for the crown/band area. Very messy and two gap/holes as well as the band diamond starting at different distances.

 

[AprilBaby]

I’m sure it will be fixed to your 100% satisfaction. I hope when it is you come back and let us know! Best wishes!

 

[idaoo]

I’m sure it will be fixed to your 100% satisfaction. I hope when it is you come back and let us know! Best wishes!

I certainly will. Their customer service was amazing and the person in charge of helping me the whole process has been very responsive. I was just utterly frustrated that the end product was so poor.

 

[AprilBaby]

I agree, it looks terrible. It’s not usual for them.

 

[lydial]

Agree that is not well executed. Photo is twisted but the symmetry is definitely off. Good thing to demand a re-do. I myself have had to have Leon Mege do a re-do once, he is known for meticulous craftsmanship, and an interesting attitude. I also had to re-do my recent 3 stone with CVB because of a combination of style (looked better in pictures) and some prong security concerns. These things happen. In both cases my second go where pure perfection. Look forward not back!

 

[LemonMoonLex]

Yikes that does look awful!
From their reputation I doubt that you'll leave with anything but 100% satisfaction but please DO come back & share your follow up!

Thank you for reviewing them & for posting your experience! While they are a forum favorite there is zero reason why they cannot be reviewed whether it's good or bad.
That's what PS is here for!

 

[idaoo]

Agree that is not well executed. Photo is twisted but the symmetry is definitely off. Good thing to demand a re-do. I myself have had to have Leon Mege do a re-do once, he is known for meticulous craftsmanship, and an interesting attitude. I also had to re-do my recent 3 stone with CVB because of a combination of style (looked better in pictures) and some prong security concerns. These things happen. In both cases my second go where pure perfection. Look forward not back!

Thank you for your comment. Good to know I am not the only one. I really do hope it was just a one time mistake.

 

[NicoleNeedsHelp]

Maybe just ask the representative that you’ve been dealing with “would you please explain how you intend to resolve the issues with the ring- are you going to try to fix the existing ring or create a new one” or “I assume that you are starting from scratch and creating a new ring, please verify”. If you prefer that they make you a new ring, speak up now so that you are not disappointed. I would also hope that they have it on a rush order for you.

 

[Bron357]

Unfortunate.
the quality of workmanship is unacceptable for a well regarded vendor.
However remember that like many vendors their work is “outsourced” but they seemed to have dropped the ball when it comes to quality control.
someone should be reviewing each piece to ensure that the quality workmanship they promote is upheld.
perhaps with COVID they have reduced workers, perhaps things are being rushed or a few steps in the quality control process are being missed, perhaps it was a human oversight.
with any company it’s not the mistake they make that matters, mistakes happen, but how they deal with it that counts.
They ring will need to be remade. If Whiteflash is the vendor they hold themselves out to be, you will receive a sincere apology and the replacement ring you receive will be over scrutinised before being sent to you and perfect.

 

[motownmama]

Good luck. That’s frustrating. I feel certain they’ll be diligent this time around.

 

[yssie]

Actually posting pictures would be helpful to see what you mean. If WF has been helpful I don’t understand why you’re posting about it, with such a thread title which makes WF seem like they didn’t want to solve the situation?
I believe you told them what seemed off with the ring and they will then decide if it can be repaired or the whole ring must me made new.
I hope you will be satisfied with the new or repaired ring.

I got the same impression to be honest. This thread has a damning title, and the fact that OP is actually satisfied with with the customer service she is receiving in aid of resolving her unhappiness doesn’t appear until the proverbial page six. But OP is new here - PS/consumer forum norms might be a bit foreign!

Please share or give me advice on what I could do or say to WF to make this better.

I think you really need to voice your questions and concerns regarding how WF will fix this directly to WF. We can’t answer those questions here - but WF will be able to give you all the explanations you’re looking for. If you feel strongly about wanting a new ring rather than a repair - it’s perfectly okay to say so!

I have confidence they will make you whole. If they do, when they do, please consider updating this thread and having the moderators alter the title to reflect both the existence of a problem and resolution of that problem.

I hope you get your perfect ring soon!!

 

[LemonMoonLex]

I got the same impression to be honest. This thread has a damning title, and the fact that OP is actually satisfied with with the customer service she is receiving in aid of resolving her unhappiness doesn’t appear until the proverbial page six. But OP is new here - PS/consumer forum norms might be a bit foreign!



I think you really need to voice your questions and concerns regarding how WF will fix this directly to WF. We can’t answer those questions here - but WF will be able to give you all the explanations you’re looking for. If you feel strongly about wanting a new ring rather than a repair - it’s perfectly okay to say so!

I have confidence they will make you whole. If they do, when they do, please consider updating this thread and having the moderators alter the title to reflect both the existence of a problem and resolution of that problem.

I hope you get your perfect ring soon!!

I usually agree with you on many different fronts but I have to disagree wholeheartedly when it comes to telling her that she should ask the mods to alter the title. The title doesn't feel damning at all but is simply just stating the facts. The setting looks awful & obviously the ball was dropped here. That is ok & I have no doubts like most of us that they will rectify the situation.

If the title had been "WF is awful!" Then that would seem damning to me and might require a change, but it just states that they produced a butchered product, actually she used even kinder wording than I and just stated it as "poor craftsmanship". This was her experience, & she seems very honest as she stated her dissatisfaction with the setting but did say that their customer service has been great. She doesn't need to change the title to reflect a resolution. Like the rest of us she can choose or choose not to post the resolution under her thread or even create a new one if she sees fit.

I know you're probably a fan of them but let's not deter newbies or others alike from posting these reviews. We really need to keep space for criticism for any company, as we can all improve. Letting us all post reviews on any jeweler/company keeps the market healthy.

& I hope my message doesn't come across as aggressive, I truly am saying this all with love & if you're ever in her position with another company you bet I'd speak up to protect your right to review ❤

 

[yssie]

I usually agree with you on many different fronts but I have to disagree wholeheartedly when it comes to telling her that she should ask the mods to alter the title. The title doesn't feel damning at all but is simply just stating the facts. The setting looks awful & obviously the ball was dropped here. That is ok & I have no doubts like most of us that they will rectify the situation.

If the title had been "WF is awful!" Then that would seem damning to me and might require a change, but it just states that they produced a butchered product, actually she used even kinder wording than I and just stated it as "poor craftsmanship". This was her experience, & she seems very honest as she stated her dissatisfaction with the setting but did say that their customer service has been great. She doesn't need to change the title to reflect a resolution. Like the rest of us she can choose or choose not to post the resolution under her thread or even create a new one if she sees fit.

I know you're probably a fan of them but let's not deter newbies or others alike from posting these reviews. We really need to keep space for criticism for any company, as we can all improve. Letting us all post reviews on any jeweler/company keeps the market healthy.

& I hope my message doesn't come across as aggressive, I truly am saying this all with love & if you're ever in her position with another company you bet I'd speak up to protect your right to review ❤

I take no objection to your objection to my objection, we’re allowed to object

 

[marymm]

Yeah, it was poor craftsmanship from WF, as well as poor Quality Control ... no need to alter the title of this thread in my mind (disclosure I am a repeat past purchaser and longtime fan of WF).

 

[flyingpig]

That is just poor craftmanship and QC by WF.

 

[LIGemzGal]

I hope they do a good job on the remake. I know how you must feel. I'm sure it'll turn out fine.

 

[idaoo]

I usually agree with you on many different fronts but I have to disagree wholeheartedly when it comes to telling her that she should ask the mods to alter the title. The title doesn't feel damning at all but is simply just stating the facts. The setting looks awful & obviously the ball was dropped here. That is ok & I have no doubts like most of us that they will rectify the situation.

If the title had been "WF is awful!" Then that would seem damning to me and might require a change, but it just states that they produced a butchered product, actually she used even kinder wording than I and just stated it as "poor craftsmanship". This was her experience, & she seems very honest as she stated her dissatisfaction with the setting but did say that their customer service has been great. She doesn't need to change the title to reflect a resolution. Like the rest of us she can choose or choose not to post the resolution under her thread or even create a new one if she sees fit.

I know you're probably a fan of them but let's not deter newbies or others alike from posting these reviews. We really need to keep space for criticism for any company, as we can all improve. Letting us all post reviews on any jeweler/company keeps the market healthy.

& I hope my message doesn't come across as aggressive, I truly am saying this all with love & if you're ever in her position with another company you bet I'd speak up to protect your right to review ❤

thank you for your comment. I really tried to be objective in my post and not get too emotional and chose words I used carefully. I tried not to bash and only put facts. I am glad and appreciate that you could see that

 

[headlight]

Amongst other elements, the stone is set way too high. It seems that the mounting for the stone itself is too large for the diamond, as if it were made/meant for a much larger diamond.
You were right to send it back, it’s not acceptable.

 

[headlight]

I also respectfully query the notion that all that matters is if a company makes their mistakes right. Of course that's important, but receiving such a poorly made product in the first instance is not only upsetting but extremely inconvenient. For an international buyer like me, it would be a nightmare in arranging returns and customs. So it is very relevant to me to know which companies have stringent quality control and attention to detail before sending out a product, not just that they fix it when it goes wrong. I would not want people to feel they cannot share this if the company is taking steps to make it right, which frankly I would expect as a given.

I have had an amazingly great experience with WF but I definitely agree with you: Great customer service is so important but the confidence in not having to even worry about it is imperative. Yet, as others have mentioned, even with the best of companies sometimes things happen. It is most unfortunate in this case. I definitely feel that repetitive stories of issues with a company should be of concern, but WF has an impeccable reputation and this is certainly an anomaly. I feel confident that they will make good on this 100%.

 

[dk168]

Good after-sale customer services, especially when something goes wrong, make good companies stand out.

And I am confident that WF will put it right for the OP.

I have not purchased from them myself yet, however I have been recommending them to prospective UK buyers on and off PS, as I believe they are a great company, based on what I can read on PS.

DK

 

[MillieLou]

I have deleted my post as I don't want it to be taken as a slight against any company. I was making a general point about the fact that quality control is important and not just responsiveness in fixing mistakes but I can see this might be taken the wrong way. Apologies.

 

[missy]

I am sorry your ring has to be remade @idaoo. That is very frustrating and disappointing.
I am glad WF is going to remake your ring and I am confident you will be pleased with the final ring.

Even excellent companies make mistakes. We are all human and mistakes are made. The only people who don't make mistakes are those who don't do anything.

The hallmark of an excellent company however is how they react to and then fix those mistakes.

WF, I am sure, was right on it when you let them know and instead of making excuses etc. they want to and will make it right. To me that is everything.