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We did offer Ms. Unless we receive the ring back we are unable to refund Ms. If you wish, you may update it before sending it. We are working with this customer directly to have the stone graded by an independent company. We have agreed that should the grading come back different, we'll honor her return, if not the customer will need to pay the restocking fee or keep the stone. This is not yet fully resolved but in Please do at the address below and I can send you a new stone. I will need your address and original order number.
The one attached to this complaint isn't under your name for some reason. Thank you,.
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That email is not separated out by what product someone has held so Diamond Nexus has "Coupon code not valid on loose stones or in combination with any other offers. This stone was shipped on August 8, and received by the customer on August 15, With this stone shipment, Ms. She would be responsible for the shipping of the kit as well as the jeweler's setting fee and the cost of a new stone. As long as no other jeweler works on her ring after we set a new diamond simulant, the stone would have a lifetime guarantee. The customer service representative did not have access to Mr.
As for the password change, our IT department changed Mr.
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We sent Mr. They are diamond simulants. They look and act like a diamond, but have a different chemical make up. That is because we make them in a lab. We would just need the phone number that was used when she placed the call. Diamond Nexus has a partnership with Engagement. At this time though, we do not have the technology to create a Marquise pure carbon but Mr.
Diamond Nexus does offer a trade-up program.
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The upgrade item must be at full merchandise price no sale items and the trade in item must be in original condition. Items may be bundled and used in the same trade-up. Diamond Nexus has over , satisfied customers in all 50 states and 16 countries. While this does go above and beyond our stated policy, I want you to have a good experience with us. However, if you do have a jeweler work on the stone again, we're going to void the warranty and not send you a third I would recommend having us set the stone for you. We have world class jewelers and can send you our gemstone setting kit, which will get the ring here insured safely.
I'm hoping you take us up on this offer because we'll do the work for free, and your stone will still be guaranteed for life. However, if you're absolutely against this, I can send you another stone to try again. I also just want to point out, that diamonds also chip all the time.
Although you don't hear about it in the industry often, our sister company 12Fifteen offers diamonds, and we have stones crack and chip all the time. I understand this isn't the paradigm in society but we get insurance claims for diamonds on a very regular basis. So, we do continue to stand behind the claims on our website, but we're more than willing to work with you to get a stone that you're happy with. Please let me know how you would like to proceed.
The center stone was damaged and as per our lifetime guarantee we replaced the center stone at no cost to the customer.
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Again we replaced the stone, as per our lifetime guarantee, at no charge. In December Mrs. On July 30, Mrs. We attempted to explain our lifetime guarantee to her but she insisted we should replace her stones with a better quality stone. Our stones are of the same quality as when Mrs. I am the executive that oversees Forever Artisans, the company Mr. Forever Artisans makes custom jewelry, that is designed by the customer to their exact specifications.
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Our designers do make suggestions to limit issues like this but ultimately work to meet the clients' I have attached this Statement Of Work, which clearly states that rings with a lot of side stones are subject to having those fall out, and this is not considered a defect. Unfortunately, stones falling out of rings is not a phenomenon isolated to just Forever Artisans.
A quick search of "Jared stone fell out" returns over , results image attached. The reality is that no matter how well we make the ring, nor the quality of the stones, a ring with a lot of side stones is prone to have them fall out. This is why we put this fact directly into our Statement of Work so that consumers understand this before they begin designing. All that said, we have helped Mr. As he noted, we remade his ring at one point because we wanted to improve the quality of the setting.
However, the setting that was returned to us continues to be sturdy and adherent to our standards. We're happy to repair the ring and get it back to him right away but he is no longer within his return policy and we have fulfilled all of the guarantees in the documents he signed. If there are any further questions about this order, please let me know. Tell us why here On April 11, Ms. On April 27, Ms. On May 7, Ms. She also indicated at that time that her ring was not a size 6 like requested but a size 6. She stated she took it to two other jewelry stores and they told her it wasn't a size 6.
We offered to do an exchange for another new ring with a lighter center stone but the customer did not want to part with the ring she was wearing in order for us to process the exchange. We circumvented our normal policy and procedure regarding exchanges and started production on the new ring while allowing Ms.
On May 23, Ms. On August 14, Ms. We provided them with information on our warranties and our lifetime guarantees including if a stone has been lost the customer will be responsible for a small setting fee. Our warranty and repair department received the ring on or about September 1, One side of the ring was bent and several small stones had been lost.
We contacted the customer and let them know that the ring was not repairable and offered them the option to do the trade up. They would then get their original purchase price applied towards the trade up order and their out of pocket would be the difference. Our trade up policy requires the original item be in good condition. In this way, they use their resources to make great things possible. We also provide loyalty offers to our visitors that are applicable after a certain amount of bill paid.
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