Very disappointed with whiteflash setting

[peppermintpatty]

Still waiting for the email reply

Online agent said Weekend no people at office
So can’t answer my question

@zane2729 I am sorry that what is such a meaningful and special occasion in your life has not gone smoothly. I am sure it is disappointing.

I am assuming that you are purchasing this ring for you future fiancé. I know for so many people in the OP's position the stress is off the charts. They are wanting desperately to get the ring right. Then to think you do have it right and have it come back wrong, I am sure there is some understandable anxiety.

zane2729 joined Pricescope less than a month ago. So for him to know about the vendor the way some of Pricescopers who have been here a long time and/or have worked with Whiteflash is not realistic. I have never worked with Whiteflash so I have no opinion other than I have certainly seen beautiful work on this forum. I also would say I have seen if there is a problem, Whiteflash seems to address the problem quickly.

However, if you look at the post my reply is to, zane2729 did send an email. Was told by email I am guessing, that no one would be able to respond to him over the weekend.

Zane2729 has every right to come to Pricescope with his issue. For support, for guidance, and direction. He should not be shamed for not reaching out to Whiteflash first. Though it appears he did. Can you imagine being an individual making maybe the most important and significant purchase of his life and he is understandably upset. That he can't talk to the vendor for the weekend. So he turns to Pricescope. I'm sure zane2729 never dreamt he would be chastised for posting about this.

As Karl K said earlier, this is not a love forum. It is a forum where most of the time people are treated fairly and treated well. This is not our finest moment to treat zane2729 this way...

Zane2729 I apologize if in anyway you felt you couldn't express your disappointed. That you didn't feel you were treated well. Hopefully from here on out your experiences will be positive ones. I hope this won't cause you to stay away from Pricescope. You are always welcome here! I hope the issues that you have are taken care of promptly. I believe Whiteflash will do just that for you!

 

[zane2729]

Returning diamonds is not easy
I am not in the USA

Whiteflash have Someone to follow up with me，
and the difference in the time ,Only via email
But
They can't see the email at 3-4pm U.S. time

when I contacted online cs ，
They don’t fully understand my case ,
They make me More irritable

I take leave to go to FedEx today,
I hope everything goes well

 

[peppermintpatty]

Returning diamonds is not easy
I am not in the USA

Whiteflash have Someone to follow up with me，
and the difference in the time ,Only via email
But
They can't see the email at 3-4pm U.S. time

when I contacted online cs ，
They don’t fully understand my case ,
They make me More irritable

I take leave to go to FedEx today,
I hope everything goes well

@zane2729 so glad you came back with an update, thank you.

I am sure it is not easy to do a return. I am not familiar with shipping internationally. Was Whiteflash able to email you a shipping label?

Yes, I can imagine the time difference isn't helping the situation.

It would be ideal if you could talk to the same person each time so you don't have to try to explain the situation each time. I'm sure you are already having enough anxiety. Could you ask for the same person? Do you feel comfortable with that?

That's good to hear that you got to FedEx today. Hopefully Whiteflash will have your ring soon, make the corrections, and get your ring back to you in a timely manner.

Please keep us updated and I hope you will share new pictures when you get your ring back. Try to take a deep breath and relax, I know easier said than done. I have a feeling things are going to go great from here on out!

 

[Tayberry]

Sorry Zane that's terrible. Especially at the holidays when you choose the recommended vendor! Do you have a proposal plan B?

 

[yssie]

@zane2729, when you email with your sales rep next, specify that you want to see photos of the ring before they mail it back to you, to confirm that the alterations are acceptable.

 

[zane2729]

I think there is a lack of communication within their company.

First time Online cs (nadia )said it can be customi for me like Tiffany prong, and said Tiffany setting is Liza's specialty.

colleagues Liza (I mainly use email to contact her)

I tell her my I want Tiffany prong and the ring size , like a small rounded tag prong
I had sent I like the sample pictures,
she said ok .

When I knew that there was a problem with my ring, I already emailed to tell Liza, the ring size is too small and the prong too long and not like Tiffany setting

I Application for return

Then another colleague vega contact me , and help me how to return ring by email ,

Today they received the ring

Vera said :

Based off the prong selection image here, please advise which finish you would like. We do not have a "rounded tab " option. It would be either round or tab.
And

I was just reviewing your record and I believe you had said the ring was too big for fit.


Omg , I said ring size too big?

My English not well But i hope didn't express the error

time difference so I am still waiting for reply

 

[Karl_K]

It is in the middle of the night there 2:00am but i pinged Bryan for you so hopefully he can look into it first thing in the morning.
@Texas Leaguer

 

[zane2729]

It is in the middle of the night there 2:00am but i pinged Bryan for you so hopefully he can look into it first thing in the morning.
@Texas Leaguer

Thank you
I'm considering Return the setting
Only buy the Aca diamond

Because feel difficult to communicate with them, they team may not know what I want
( ring size and prong)
I worried that it will happen again

They are lack of communication,
department connection not well,
I said too samll, and someone feel I said too big…

First time online cs sent me a drak blue sizer to me
And then ,they team made my ring used the sky blue sizer
two kind of sizer , different standard size,
So wrong size and prong is not what I want…

 

[tyty333]

Hi @zane2729

Have you seen WF prong definitions here:

The Ultimate Guide to Prong Settings | Whiteflash

The popular prong setting continues to be a first choice for engagement rings. Learn everything you need to know about the timeless style in our ultimate guide.

www.whiteflash.com

or here


I feel like WF's Round prongs are more like Tiffany prongs (even though Tiffany prongs are usually called Tab prongs).
Would you be happy with WF's Round prongs?

I'm sure that WF can get the size correct and make the prongs to your liking. Sometimes its a little more difficult
with time changes and language barriers. I received my ring from them about a month ago. I asked for petite
claw prongs, size 6 3/4, and to set the stone low. It came back "perfect". I'm sure they can get yours "perfect" too.
Hang in there!

 

[luvmysparklies]

I think there is a lack of communication within their company.

First time Online cs (nadia )said it can be customi for me like Tiffany prong, and said Tiffany setting is Liza's specialty.

colleagues Liza (I mainly use email to contact her)

I tell her my I want Tiffany prong and the ring size , like a small rounded tag prong
I had sent I like the sample pictures,
she said ok .

When I knew that there was a problem with my ring, I already emailed to tell Liza, the ring size is too small and the prong too long and not like Tiffany setting

I Application for return

Then another colleague vega contact me , and help me how to return ring by email ,

Today they received the ring

Vera said :

Based off the prong selection image here, please advise which finish you would like. We do not have a "rounded tab " option. It would be either round or tab.
And

I was just reviewing your record and I believe you had said the ring was too big for fit.


Omg , I said ring size too big?

My English not well But i hope didn't express the error

time difference so I am still waiting for reply

Hi! I just want to tell you that your English is fine. We understand what you mean. Thanks for explaining what happened with the different sizers. Please look at tyty333 picture with the prongs. I agree that what you might want is the "round" prongs. I can see why the tab did not work for you. If you get the round prongs, they will not be so big. They will look more like the Tiffany prongs that you want. Don't worry. Bryan will help you and make it right!

 

[Texas Leaguer]

Thank you
I'm considering Return the setting
Only buy the Aca diamond

Because feel difficult to communicate with them, they team may not know what I want
( ring size and prong)
I worried that it will happen again

They are lack of communication,
department connection not well,
I said too samll, and someone feel I said too big…

First time online cs sent me a drak blue sizer to me
And then ,they team made my ring used the sky blue sizer
two kind of sizer , different standard size,
So wrong size and prong is not what I want…

Hello @zane2729 ,
I am sorry for the frustration caused by the communications. I think it is primarily the time difference causing difficulties because each person you interact with at our company has access to your full record and should be able to discuss matters with detailed knowledge of your order history and prior communications.

We have investigated the issue you reported about the plastic sizing rings that were sent to you and have determined that you are correct - there is an accuracy problem with the dark blue set in certain sizes, including the size you selected.

I will have more to say on the root cause of that issue in another post but right now our team is focused on seeing what we can do to resolve things for you. I will be contacting you shortly to discuss your options and see what you would like to do going forward.

I apologize for the aggravation and inconvenience you have experienced. And I thank you for bringing the sizer problem to our attention so that we might correct it and prevent other customers from having the same issue.

We will do our best to provide you a smooth path forward.

 

[zane2729]

Hello @zane2729 ,
I am sorry for the frustration caused by the communications. I think it is primarily the time difference causing difficulties because each person you interact with at our company has access to your full record and should be able to discuss matters with detailed knowledge of your order history and prior communications.

We have investigated the issue you reported about the plastic sizing rings that were sent to you and have determined that you are correct - there is an accuracy problem with the dark blue set in certain sizes, including the size you selected.

I will have more to say on the root cause of that issue in another post but right now our team is focused on seeing what we can do to resolve things for you. I will be contacting you shortly to discuss your options and see what you would like to do going forward.

I apologize for the aggravation and inconvenience you have experienced. And I thank you for bringing the sizer problem to our attention so that we might correct it and prevent other customers from having the same issue.

We will do our best to provide you a smooth path forward.

Hello @zane2729 ,
I am sorry for the frustration caused by the communications. I think it is primarily the time difference causing difficulties because each person you interact with at our company has access to your full record and should be able to discuss matters with detailed knowledge of your order history and prior communications.

We have investigated the issue you reported about the plastic sizing rings that were sent to you and have determined that you are correct - there is an accuracy problem with the dark blue set in certain sizes, including the size you selected.

I will have more to say on the root cause of that issue in another post but right now our team is focused on seeing what we can do to resolve things for you. I will be contacting you shortly to discuss your options and see what you would like to do going forward.

I apologize for the aggravation and inconvenience you have experienced. And I thank you for bringing the sizer problem to our attention so that we might correct it and prevent other customers from having the same issue.

We will do our best to provide you a smooth path forward.

thank you for your reply,
I can understand the inconvenience caused by jet lag,
(now is 1:00AM..i still worrry my ring)

But i can't understand,
Why do I say it is too small, she thinks I say it is too big...
She can access my complete record, but she still misunderstood
Is this treated with care?

your company should more care customers,
When I need to return it, on behalf of my case there is a problem
but still careless


Fortunately, the sizer problem is solved, and it will be a good thing for other customers in the future

 

[lovedogs]

I'm sorry, this seems very frustrating. I wonder if some of the communication issues would be solved by talking on the phone/skype? Not sure if theres any overlap in hours that WF is available and OP is awake since I dont know the time difference. But I think a "real time" convo would help a lot

 

[yssie]

Some wires getting crossed. Likely Vera just misspoke accidentally, that happens but I understand you were already worried and now you are more worried.

Here is one thing you can do. This is how I communicate with all jewellery vendors.

Make one picture. On this picture, detail all the alterations you want, and what feedback you want from the vendor. Here is a template that I made for you, of course you can change it however you want.

This gives the WF people you are working with one easy template to work off, and also gives you peace of mind because you are taking productive action and you now have a ready-made checklist to confirm all adjustments are correct before they ship out again.

 

[tyty333]

Nice @yssie ! I dont do that much custom work but I may have to borrow your method in the future!