Returning a custom made ring?

[nj001]

My engagement ring finally came in the mail yesterday and my fiance gave it to my over dinner at a nice restaurant.

After nearly 2 months of picking out a design (Harry Winston cushion halo replica) and having having it custom made by a jeweler in California...

It's a beautiful ring, but it is not what we asked for.

And the catch is that the website states that all sales are final on custom rings, but should this count if we were VERY mislead about what we were purchasing??

We ordered a Harry Winston style cushion. One of the major points we stressed was that the setting look JUST like the Harry Winston. Some of the replica settings I'd seen showed a lot of metal on the sides, and I didn't want that. My fiance spent a lot of time talking with their gemologist about picking the perfect stone. We were aiming to see if we could get something 1.7 ct or above, with a great cut, nice color and clarity. I did NOT want the type of halo where the metal shows around the edges. To me, that's what makes the Harry Winston so different from other paves. So I wanted one that looked like ginzagirls's HW: [URL='https://www.pricescope.com/community/threads/harry-winston-ring-purchased.81527/']https://www.pricescope.com/community/threads/harry-winston-ring-purchased.81527/[/URL] or one of Mark T's replicas.

i got one that looks like this: http://www.eternitydiamonds.com/engagement-rings/diamond-engagement-ring/Lauren-Cushion-Frame-Halo-Setting-with-Comfort-Fit-Shank-%28.22-ctw.%29-182.htm

Additionally, the 1.9 ct center stone, (H, vs1) which the gemologist told us was, in her opinion, "beautiful eye clean, and white!!" (exclamations and all) isn't eye clean to me, nor white to me. I don't have the heart to mention this to my fiance yet, as he is very upset about this whole thing and I really think I can overlook the center stone's flaws. It's also one of those "crushed" looking cushions...

I know I complained a lot, but it is a very beautiful ring and from a distance is PERFECT. "From a distance."

When the showed us the computer generated image prior to making it, the fact that there was a lot of visible metal was apparent in the setting. My fiance spoke to the designers and they insisted it would not be visible on the actual ring and that it would look exactly like the HW. It does not.

The internet reviews that I was finally able to find do not give this place good reviews on their customer service. My fiance is calling them today to talk about the fact that they sent us something different than we asked for, so I don't yet know how they're going to deal with it.

Has anyone dealt with a place that states all sales are final, but the error is on their part? Is it possible to return it?

 

[Circe]

You usually can't return a custom piece, but if it's markedly different from what you discussed, many jewelers will remake or "fix" the setting, depending on how far off they were. I will also say, if you told them you wanted something "just like Harry Winston," they might try to get around it by pointing out that it's a copyright violation to precisely duplicate another jeweler's work, and claim that the changes are the 30% legally required by copyright law. Stick to pointing out the specific design elements that differ from what you requested for best results.

P.S. - If you're also unhappy with the stone, this would definitely be the time to say so if they're willing to make any changes ....

 

[Georgie101]

Would you care to post the store name or would you rather keep that private? You mentioned that its SIMILAR to the Eternity Diamonds ring, but obviously not that one. From what I've seen, Eternity Diamonds would take back a return for a custom ring. Just my two cents.

 

[diamondseeker2006]

I hate to say it, but first of all, you bought a cushion diamond without seeing pictures of it first? Does it have a GIA or AGS grading report? The color and clarity may be lower than stated if it is any other lab report. I also think you should have requested pictures before they sent the ring to be sure it was like you had asked, especially since the computer image was wrong. Did you provide them with pictures of the setting you wanted them to make? Without pictures being provided both ways (you showing them the exact setting and them showing you pictures of the stone and finished setting), I can totally understand how this turned out the way it did. I am truly sorry it is not what you wanted, but you have to be a little more involved when ordering a custom made ring unless it is an exact replica of one they have already made. And there is no possible way to buy a cushion diamond without seeing pictures. I do hope it can be resolved to your satisfaction, and I hope others can learn from this.

 

[suchende]

You're probably out of luck on the setting since they won't be able to recoup their losses on the work. I would try to just return the stone, maybe sell the setting yourself and start over with a jeweler who has made rings you like (or, better yet, save up a bit longer for the real thing and spare yourself possible further disappointment).

I am sorry to hear about your ordeal. I hope you can put it behind you and not let it taint this happy time in your life and your FI's.

 

[nj001]

Oh, I feel really terrible about posting the link to Eternity Diamonds. It was NOT through them. I WISH we'd gotten it through them, so we'd have the benefit of their return policy.

That said, I'm not naming the company because I'd rather not give them any kind of bad review right now.

 

[nj001]

And thanks to those who posted helpful advice!!! I'll post about what we end up doing.

 

[nj001]

They're going to fix it until I'm 100% happy!!!!!

I'm so relieved and ecstatic!!

I'll review them fully after all is said and done, and the final product is on my finger.

 

[AdanaEsq]

Have you taken detailed pictures and explained to them exactly what is wrong with the ring they made? I hope they do a great job fixing it for you.