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Problem with Shay Jewelry

glitterbomb

glitterbomb

Shiny_Rock
Joined
Mar 5, 2021
Messages
332
So, the back story:

In February 2022 I purchased a 15ct tennis bracelet, that I was told would have F/G VS stones, and requested it to be shortened to 6" and to receive the removed diamonds and metal in the package as well. The 15ct tennis bracelet was 0.4 carat per diamond. I paid $39,000 via PayPal.

I realized last month, in May 2022, that I did not receive 0.4 carat stones, but instead 0.27 - 0.29 carat stones - their 10ct tennis bracelet, which was around $33,000 at the time of my purchase. I immediately complained to Shay Jewelry and opened a PayPal dispute, who admitted to the error and said they sent me the wrong bracelet as it was tagged wrong, and they offered to either refund me for the difference that I overpaid or ship me the correct bracelet once I sent the wrong one back. They said a new bracelet would take 4 - 6 weeks to make.

While I was thinking it over, I received an offer from them for a 16ct 6" G / VS bracelet that would have 0.5 carat per diamond size stones for an additional $15,000 that they would be able to produce for me in 10 days. I agreed and sent the money via a wire and the 10ct bracelet back to them. They asked me to close the PayPal case, and I did.

They sent me the second bracelet which I received yesterday and I was absolutely shocked. My heart sunk when I saw it. The diamonds were not G color. I believe they were an M, N, or O color.

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I immediately notified Shay Jewelry, who apologized and sent me another return label to send it back. I initially asked if they could make a third bracelet with colorless diamonds, but I was given a quote of $40,000 more for F color stones & $70,000 more for D/E color stones. I felt that was ridiculous and I didn't want to send them anymore money for this bracelet. In addition why should I have to pay that much more money when I would've been happy with G color diamonds. I then asked if I could receive the 10ct bracelet back, as I had sent it to them only a week ago. They said they sent it to one of their retail stores and couldn't get it back. They then told me that the 10ct bracelet I received was actually G color stones and lower than VS clarity. I was very shocked & disappointed at this, as I was told the original bracelet I was purchasing had F/G VS stones.

They received the second bracelet today, and I sent them a text message asking for a full refund instead of a third bracelet. They offered me to send me my original 10ct bracelet back which I asked for yesterday and they said they couldn't do, with an additional discount, and refund me the $15,000 plus the $1800 difference between the price of the 15ct and 10ct today. I said that wasn't right, I should be refunded for the price difference of the 15ct vs 10ct a the time of my original purchase in February. Rounded up that would be a $6,000 difference. They agreed to refund me the $22,000 plus tax and I am waiting to hear the amount of the additional discount they are offering.

However, at this point I really do not want the 10ct bracelet back and I just want a full refund of my $54,000 plus tax (a total of $57,915), but they are resisting giving me a full refund. I was advised to make this thread in order to help receive a full refund.
 
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I am sorry to hear of this disappointing turn of events. When making a purchase of this magnitude I would expect that a high level of precision and quality control would go into supplying the item purchased. I personally think that you were extremely lenient with them the first time when you received an item whose specs fell significantly short of what was advertised.

Is this jeweller accredited with any national trade bodies who could assist you with your complaint? I would put your concerns in writing to Shay, requesting an immediate and full refund. And explain that anything less than this will result in you taking further action against them.
 
SomethingNew said:
Oh my gosh, so happy for you. I am glad it worked out.
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Thank you!! I am so glad too, it is such a relief for this ordeal to be over and to get my money back in full.

I frankly just could not trust that the third bracelet would what they were saying it was going to be, after having been sent the wrong bracelet two times in a row and a full refund was the only option I felt comfortable with. I hate to say this, but I think this is the end of my relationship with Shay Jewelry. I have many pieces from them that I love, but this experience was just shocking and very disappointing. They had so many chances to get it right. First receiving the wrong carat weight bracelet, then second the fact that they didn't tell me until I discovered it months later, when I'm sure they realized their mistake before I did when going over their inventory. Third the 10ct bracelet being the wrong specs in terms of color & clarity, not just size. Fourth the second bracelet being the wrong color diamonds, not just by one or two color grades but by an entire color group or groups...from near-colorless to faint yellow or very light yellow. Fifth saying I couldn't get the 10ct bracelet back, and then the day later suddenly it was offered to me. Sixth offering an initial refund of $1800 which is the price difference today, when they should've offered a refund of the price difference at the time of purchase. For a purchase of $54,000. That is a lot of money.

I do, however, appreciate that they finally agreed to a full refund and I give them credit for that.
 
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How disappointing for you. So glad it is resolved.
Bit weird though, I wouldn’t think they were sending out dozens and dozens of 10 and 15 carat diamonds every day (or having dozens and dozens in their inventory) to make such a mistake.
Shame it wasn’t a 15 carat bracelet sent for the price of a 10 carat!
 
Bron357 said:
How disappointing for you. So glad it is resolved.
Bit weird though, I wouldn’t think they were sending out dozens and dozens of 10 and 15 carat diamonds every day (or having dozens and dozens in their inventory) to make such a mistake.
Shame it wasn’t a 15 carat bracelet sent for the price of a 10 carat!
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That is a good point, it is weird. They have a few items on their website that are marked as "ready to ship" and are ready to be sent out immediately. The 15ct I purchased was supposed to be "ready to ship". But apparently it was tagged wrong in their showroom. Not sure I believe it, honestly.
 
MissGotRocks said:
That is fabulous news! I am truly happy for you! Let us know when you have your money back!!
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Thank you!! It was your comment especially that made me realize I should insist on a full refund and fight for what is right instead of just letting myself get walked on, so thank you, I really appreciate you and your support.

I hope they will send the wire quickly and I won't have to nag them...so far it hasn't been sent yet
 
glitterbomb said:
Thank you!! It was your comment especially that made me realize I should insist on a full refund and fight for what is right instead of just letting myself get walked on, so thank you, I really appreciate you and your support.

I hope they will send the wire quickly and I won't have to nag them...so far it hasn't been sent yet
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I hope they wire the money tomorrow. There have been two gross misrepresentations of their products - the first misrepresentation of diamond weight and the second misrepresentation of diamond color. Internet searches are routinely done for vendors of all kinds of products; reading your story would scare anyone away. I am sure they are loathe to return that much money but it is the ethical thing so do. I hope they keep their word to you. Did they text or email you their intention to refund? I hope it is in writing that you can access just in case you have to take legal steps.
 
MissGotRocks said:
I hope they wire the money tomorrow. There have been two gross misrepresentations of their products - the first misrepresentation of diamond weight and the second misrepresentation of diamond color. Internet searches are routinely done for vendors of all kinds of products; reading your story would scare anyone away. I am sure they are loathe to return that much money but it is the ethical thing so do. I hope they keep their word to you. Did they text or email you their intention to refund? I hope it is in writing that you can access just in case you have to take legal steps.
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Thank you, I hope so too! Yes, they said they would send the wire in a text message, and then asked me to email them my wire information which I did.
 
"Shame it wasn’t a 15 carat bracelet sent for the price of a 10 carat!"

I have noticed, as have many people, that retailers seldom make a mistake that favors the customer.

Maybe I'm just old and grouchy as I approach 72 , but it's a common pattern.
Nah, I'm old and happy. We're spending this week on Ocracoke Island NC and then coming back next month and bringing my wife's son and his family for a week. Nothing like a 3-year-old and a 6-year-old at the beach on the island where Blackbeard met his end. There has to be some treasure, right?
 
Whew! I was nervous reading your posts! Very glad the jeweler acknowledged their mistakes and are giving a refund!

I have one bit of advice for you:
Whiteflash. They offer top quality diamonds in their tennis bracelets. When they say F-G, they will be F-G (or whatever you choose). You can see that many people here have one and can confirm the quality. And the quality for the price is really good. You generally will not find this level of quality in jewelry store tennis bracelets. I don’t mean to sound like a commercial, but I have diamonds from them and know the quality personally. Good luck with finding a bracelet that you love!
 
diamondseeker2006 said:
Whew! I was nervous reading your posts! Very glad the jeweler acknowledged their mistakes and are giving a refund!

I have one bit of advice for you:
Whiteflash. They offer top quality diamonds in their tennis bracelets. When they say F-G, they will be F-G (or whatever you choose). You can see that many people here have one and can confirm the quality. And the quality for the price is really good. You generally will not find this level of quality in jewelry store tennis bracelets. I don’t mean to sound like a commercial, but I have diamonds from them and know the quality personally. Good luck with finding a bracelet that you love!
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I love Whiteflash! I have 4.75ctw studs and a 10ct tennis bracelet from them, and I'm currently working with them to create a 0.7ct per diamond tennis bracelet! Very excited :kiss2:
 
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I was sweating reading your OP! What a relief that it's all been straightened out!! ITA with @MissGotRocks and @Johnbt. Funny how the error is never in our favor? This seller is entirely unscrupulous, and I would avoid them like the plague. A full refund was the only way to go. You were far more patient with them than I would have been. But thank goodness you're well-informed. The unfortunate truth is, they know most folks don't understand clarity and color designations... or weight... and so they undercut their competition by seemingly giving great prices for inferior products.

A word to the wise though... never, ever close your PP dispute before the seller makes good on their promise. Because, as I'm sure you learned, it cannot be reopened for the same transaction. And I only wire like a handful of vendors who I trust implicitly. Otherwise, it's PP or AmEx (through which I have buyer protection). In any event, the important thing is everything worked out. Now I'm really looking forward to the .70ct./diamond bracelet you have coming!!
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Autumn in New England said:
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I was sweating reading your OP! What a relief that it's all been straightened out!! ITA with @MissGotRocks and @Johnbt. Funny how the error is never in our favor? This seller is entirely unscrupulous, and I would avoid them like the plague. A full refund was the only way to go. You were far more patient with them than I would have been. But thank goodness you're well-informed. The unfortunate truth is, they know most folks don't understand clarity and color designations... or weight... and so they undercut their competition by seemingly giving great prices for inferior products.

A word to the wise though... never, ever close your PP dispute before the seller makes good on their promise. Because, as I'm sure you learned, it cannot be reopened for the same transaction. And I only wire like a handful of vendors who I trust implicitly. Otherwise, it's PP or AmEx (through which I have buyer protection). In any event, the important thing is everything worked out. Now I'm really looking forward to the .70ct./diamond bracelet you have coming!!
1236057qd9orpxyzi.gif
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Just imagine if I had no idea about diamond colors and I accepted the M color bracelet that they sold me as a G color thinking that was just how some G color diamonds looked, and years later down the line if I wanted to sell and found out it was an M color from a jeweler. Ugh, it's so upsetting to think about. I really think they are purposely deceiving people, that cannot be a mistake to use M color stones.

That is very true about PP and wiring funds. I made a huge mistake. I'm so glad it worked out in my favor relatively easily this time, and I learned a huge lesson. Buyer protection is so important.
 
glitterbomb said:
Just imagine if I had no idea about diamond colors and I accepted the M color bracelet that they sold me as a G color thinking that was just how some G color diamonds looked, and years later down the line if I wanted to sell and found out it was an M color from a jeweler. Ugh, it's so upsetting to think about. I really think they are purposely deceiving people, that cannot be a mistake to use M color stones.
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I’m relieved to hear you got your money back today. Wires can take days to clear...

I get my jewelry apprised by my own Appraiser. For $50 I get piece of mind I got what I paid for. And I need the appraisal document for insurance and travel.
 
glitterbomb said:
Just imagine if I had no idea about diamond colors and I accepted the M color bracelet that they sold me as a G color thinking that was just how some G color diamonds looked, and years later down the line if I wanted to sell and found out it was an M color from a jeweler. Ugh, it's so upsetting to think about. I really think they are purposely deceiving people, that cannot be a mistake to use M color stones.

That is very true about PP and wiring funds. I made a huge mistake. I'm so glad it worked out in my favor relatively easily this time, and I learned a huge lesson. Buyer protection is so important.
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Yes, ma'am! I'm so happy for you!! Now you can proceed with your new bracelet having a clean slate.
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glitterbomb said:
Just imagine if I had no idea about diamond colors and I accepted the M color bracelet that they sold me as a G color thinking that was just how some G color diamonds looked, and years later down the line if I wanted to sell and found out it was an M color from a jeweler. Ugh, it's so upsetting to think about. I really think they are purposely deceiving people, that cannot be a mistake to use M color stones.

That is very true about PP and wiring funds. I made a huge mistake. I'm so glad it worked out in my favor relatively easily this time, and I learned a huge lesson. Buyer protection is so important.
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glitterbomb said:
Well you guys I did something I regret. I accepted Shay's offer for a 16 ct G/VS bracelet for an additional 15k. I got it today and immediately requested (and was approved) to send it back. My heart sunk when I saw it. The diamonds were not G color. They were so yellow, I don't even know what color they might be...maybe M or O? They were yellow face up!! They were more yellow than my lightbox lab diamond near-colorless earrings that my jeweler told me are a J color.

here is my G color WF bracelet next to my original 10ct Shay bracelet (that they said was also G color, and I would agree, the diamonds looked the same color as the WF diamonds)

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here is my G color WF bracelet next to the 16ct "G"/VS Shay bracelet I received today and sent back. Both pictures were taken in the same room, with the same lighting.

IMG_5716 1.jpg


Here's a picture of them side-by-side:
bracelets.jpg


They are going to examine the bracelet when they receive it tomorrow and see if they really are G diamonds and if they can "make it right". I have no idea how they can say that the first bracelet and this second bracelet are both G color, unless the diamonds from the second bracelet were graded by some shady lab.

I thought about requesting another bracelet with colorless diamonds, but I was given a quote for an additional $40k for F color and an additional 70k for D/E color, and there's no way I'm giving anymore money to Shay. I'm done. I asked for my original 10ct bracelet back, but they said they sent it to one of their retail stores and can't get it back for me. So idk what's going to happen, but I'm not giving them anymore money. I've now sent two bracelets back, spent a total of $54,000 on this bracelet, and I'm not happy. At this point I'm considering it a wash and not expecting to get a bracelet from them that I am happy with, hopefully they will agree to a refund. If they don't I guess I'm out $54,000 and will consider it a VERY expensive lesson, but I'm not giving them anymore money. Fool me once, shame on you - fool me twice, shame on me...and they already fooled me twice.

I will say they have been very accommodating and allowed me to return both bracelets without a fight, but I am just so disappointed and frustrated that they can't get this bracelet right. I'm tired of having to send bracelets back to them. I'm not the kind of person who returns things and complains or gets buyers remorse. I just want to get what I paid for. $54,000 is a LOT of money to have two bracelets sent to me completely and totally wrong and different from what I purchased. Buying a 15ct bracelet and receiving a 10ct bracelet, and then buying a 16ct G color bracelet and receiving a 16ct M, N, or O color bracelet, just what is going on???? I seriously cannot believe it. I have had good experiences with Shay before in the past, so I am just shocked at this.

I am DEFINITELY sticking with whiteflash from now on for all of my diamond jewelry purchases. I am still getting the WF 0.7ct stone per diamond bracelet made and I'm looking forward to it very much.
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:appl: Oh so glad you are getting a refund! What a stressfest. :cry:
 
"I do, however, appreciate that they finally agreed to a full refund and I give them credit for that."

You are too kind.

I wonder if they have fired the person or persons involved in this unfunny comedy of errors?
 
I'm planning to take all of my other pieces purchased from Shay jewelry to a jeweler sometime this month. I'm very interested (and scared, honestly) to find out what the materials really are.

Everything I own from Shay jewelry:
18.5ctw diamond tennis necklace (77k)
diamond pave medium link choker (33k)
diamond pave mini link choker (15k)
3 pave diamond marquise drop mini link chokers (170k)
pink sapphire pave mini link choker (8k)
diamond pave mini link bracelet (8k)
pink sapphire heart pave mini link bracelet (11k)
2 diamond pave essential link bracelets (42k)
diamond pave geo link bracelet (27k)

1 (1).jpg

a total of over 400k in merchandise including tax :wall:

I've been a loyal customer of theirs for a long, long time, almost seven years, which is why I trusted them repeatedly with the tennis bracelet despite evidence that I shouldn't have.

In my opinion, it makes this situation of receiving the wrong carat weight and then the wrong diamond color honestly seem even crazier. Why would they risk losing a customer who has spent that much money with their company - unless, they've been doing this all along and I just never knew?

I'm starting to get seriously concerned that the above items I purchased are not what they were described to be. :shifty:
 
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