Problem with jeweler

Knottie1439145435

Hi!

So my fiance and my mother purchased my ring together (she helped pick it out), using a stone that was my mom's. He reset it, and bought both the band and engagement ring together. My mom knew the manager, and so she got him a HUGE discount. I needed to get the ring appraised, so I brought to a fancier jewelry store near me. I went in and showed them the set, and asked about the appraisal. I also thought one of my prongs may be lifted, so asked if they thought it was. They said yes, and said it would be about $80 to fix it. I decided to bring it back to the original jeweler -- if it was lifted/incorrect, they should be the ones who fixed it. They fixed it, no charge.

About a month later, I went back to the second, fancier store for the appraisal. A different sales lady helped me, so she would have no idea about the past conversation. I asked that they check the prongs again. Yesterday, they called me and said the appraisal was finished, and that they did find some prong issues. They said "your stones are loose, and it will be between $60 and $80 to fix it". I clarified that they meant total, not per ring (they had my engagement and wedding band), and they said total.

Today they called and said it was done, and that the work (not including the appraisal) totaled $140. I told them this was different from what I had been quoted. The woman put the owner/jeweler on the phone, and he explained what happened -- he saw the prongs were uneven, so he pulled out the stone, and at that point, saw some additional soldering work needed to be done. This totally makes sense -- the more you take apart, the more you find. However, he didn't call me upon realizing that more work was needed, to warn me that it would be more money. I explained this to him, that I had been told X price and it was more, and he said that the place I had gone to, being a chain, is going to be more likely to produce errors like this because they are pushing out so much merchandise. What he did would last a lifetime, I would be very pleased, etc.

I totally get this, and I appreciate the quality of his work (as I saw in the store-- I have yet to pick up the rings), but am I wrong that I should have either been updated, and if not, he should lower the price even a bit? What should I do? I realize the importance of having strong prongs, hence having them repaired, and that his work will undoubtedly be better than a chain, but limited resources are limited resources. The rings I have could have never been purchased without the manager discount I was given. Would you bring up the conversation again, upon entering the store? I don't want to create a bad relationship with the jeweler, as the yelp reviews all talk about how he treats people well upon second and third visits (i.e. if the prongs had an issue again). ALSO would you bring the bill to the first jeweler? The manager is a good friend of my mother's and I don't want to cause a problem.

CMGragain

1.  What did you sign when you took the ring in to the jeweler?  Did it give permission to do the work?  Did you get a written estimate?  (You should have!)  Next time be smarter.

2.  It is not the first jeweler's fault that the second jeweler charged you a different amount than you were verbally quoted over the phone.  Do not bring it up.  I wouldn't go to that second jeweler again!

Knottie1439145435

The receipt/release form charges me only for the appraisal, and there was a verbal agreement about the prongs. I asked them to look, and give me a call, which they did. They told me how much it would be ($60-$80, and even called back to confirm that price was for both rings).

I know I owe him money for the work, of course, and I totally understand things change. I guess I'm just looking at this from the perspective of a mechanic -- when you agree to have work done, they give you an estimate, and then they call you in the midst of the work and tell you if it's going to cost more, and you would like to proceed. I just think in the circumstances, he should at least knock some money off of the work (even bringing it to $120), because the price increased and I was not told.

**The reference to the first jeweler was more because apparently I was sold a "faulty product" according to jeweler #2.

CMGragain

Are we talking about a chain store in a mall, or a local jeweler that does his own work?  No ring lasts a lifetime.  I had to get new shanks put on mine after 25 years, and a new head for the solitaire.  Time, wear and tear, had worn the prongs down to almost nothing!
If your ring came from a mall store, it is very possible that there could be some issues with the mounting.  One of the ways some of them cut costs is to use mountings that are cheaply made in China.
The more complicated the mounting is, the more likely that you will have trouble with some of the stones in the future.  This is why I, personally, recommend simple solitaire rings.  JMHO.

STARMOON44

Eh, I think you're fighting over nothing. He did necessary work at a fair price. Just move on.

jacques27

Knottie1439145435 said:

The receipt/release form charges me only for the appraisal, and there was a verbal agreement about the prongs. I asked them to look, and give me a call, which they did. They told me how much it would be ($60-$80, and even called back to confirm that price was for both rings).

I know I owe him money for the work, of course, and I totally understand things change. I guess I'm just looking at this from the perspective of a mechanic -- when you agree to have work done, they give you an estimate, and then they call you in the midst of the work and tell you if it's going to cost more, and you would like to proceed. I just think in the circumstances, he should at least knock some money off of the work (even bringing it to $120), because the price increased and I was not told.
**The reference to the first jeweler was more because apparently I was sold a "faulty product" according to jeweler #2.

1.  Not all mechanics do that.  I've had the experience where they just went ahead with some work based on their discretion, especially if the work they were supposed to do is dependent on fixing the other thing, too.  It's why when I'm on a budget I specifically say "If there is anything else above and beyond these two things we agreed upon for today's visit, I need you to call me first." 

2.  We're talking about $60 difference and he didn't discover the problem until he was actually in your ring.  And it sounds like it was necessary to the integrity of the ring.  So, if he had called you, would you have refused the fix?  Would have let him just leave your stone loose or not put it back then?  Or leave the other part not soldered, risk it breaking or coming loose, and you end up paying even more in the future?  He also might not have even been willing to do that, because it makes him potentially liable for you to claim that it was his work that caused it and it is his reputation on the line. 

I mean, I guess if you legitimately did not want the work done at all and would have never have authorized it or you think he was trying to scam you by "fixing" something that wasn't broken in the first place, you may have a case.  Otherwise, you're just basically asking for a discount because you didn't get a phone call.  Did you sign an authorization for only specific work to be done and specify they needed to call you for anything above and beyond that?  I know when I drop my car off, they have me sign a sheet checking off the services I'm asking for them to perform.  Was the estimate in writing and based on a fairly thorough assessment for your ring, or was it someone making a generalized statement about what that generally costs? 

If you legitimately can't swing the extra $60, then ask if they have a payment plan or can extend a line of credit since you weren't expecting the extra expense.  For me personally, it wouldn't sit right with me to expect a discount, especially if I found them reputable, it truly would benefit me in the long run, and I didn't have a written estimate or sign an authorization of what services I wanted performed ahead of time.  I would consider it a financial lesson in getting things in writing and/or being very specific about what you want and not making assumptions about how you think they will/should act.

photokitty

I think the "fancier" jeweler is finding problems to charge you. That's just my gut since the estimate nearly doubled.

MesmrEwe

This is why I work directly with the guy who actually does the fixing/repair of my rings (and multiple jewelry stores in the region) in the first place.  I agree with the PP, had he called you to say the repair would be more because what was there was junk and not going to last/lose the diamond, would you have agreed or would you have said "take the real diamond out and put in a CZ, I can't afford it and don't want to lose the diamond"...  There's a reason you took it to the second place. The problem you had is fairly common as a reason to avoid the chain stores.  If anything, in the future, I wouldn't go back to either one, but for now, I'd pay the premium, and move on possibly confirming in the next year or so with a reputable repair person the work done being solid (go to the guy the jewelers send their work to to be done!). 

Are you entitled to a discount - my thought is no.  It's like going in for a brake job and they discover you've got bad calipers, not something you can see until it's all pulled apart.  You can replace them right then for less since they've got everything pulled apart, or you can come back for another full brake job in a few months and pay for the calipers then.  Had you gone to the original jeweler through this entire process, that'd be one thing where you'd be in the position of asking for a discount because of their having done lackluster work.  Also, there is no "manager's discount".  It's a "feel good tactic" in marketing/sales that you'd have likely gotten had you asked/haggled a little.  Another thing is, the original jeweler should have provided you with an appraisal sheet when you purchased it and shouldn't have been a need to seek out the second one. 

teddygirl9

photokitty said:

I think the "fancier" jeweler is finding problems to charge you. That's just my gut since the estimate nearly doubled.

This is what I'm leaning toward as well.

Personally, I would NOT pay the extra and would make the jewellery store pay it. What if they had said it was an extra $300? An extra $1000? They needed to scrap the ring? Need a new diamond? That is totally unethical of them to do any work and force you to pay it w/o any sort of permission or information provided.

What I would do - Go back to the store and ask to speak with either the person who quoted you or the manager. Say you were quoted $60-80 for a prong repair. You are more than happy to pay for this, but did not agree to any other work done, and do not want to be charged for the additional work. I'd first see how that goes. If they force you to pay it (which they might), then pay it, write your own yelp review and move on. If they will wiggle on the price (and hopefully they do) then I would try to get them down to your original agreement, but you will have to decide for yourself what is acceptable. I would not want to be using this jeweler in the future though. Especially if they make you pay it, but even if they wiggle down, that's a lot of hassle for any future appointments to be worrying about (though you can move forward with written estimates and clarifying that if any additional work needs to be done to call you and get an OK first..but I'd rather just find a trustworthy bench to do repairs instead).

This just doesn't sit well with me. You wouldn't go to a restaurant and order a steak for $50 and then pay $100 for it because the chef cooked it in truffle butter and didn't tell you. Maybe your ring did REQUIRE this work, but they should have told you and they should not have gone ahead without your permission.

For the future - I'd get an appraisal from an independent appraiser. I've had some jewellery stores (if you don't buy the diamond/setting from them) appraise it for much less, even argue with the certificate and say you bought a crappy piece - only because you didn't buy it from them.  

Knottie1439145435

Thanks!

To verify it actually was a manager's discount. My mom is friends with the manager and we paid 75% of the ticketed value of the ring. My mom used to be a jeweler, and thus I am quite familiar with the sales tactics of their reducing the prices. The appraisal was because we supplied the center stone for a setting and matching band, and the stone was my mother's, but she had lost the appraisal sheet. The store (and many others) won't appraise their own merchandise. At least that is the case in MA.

artbyallie

IMO (and IME), it's super unprofessional to charge more than the estimate with no warning. A good jeweler should estimate at the highest amount and aim to do the work for that or less. If more work is required, they should always obtain permission before performing it. If it is more work they cause themselves (if they break a prong while tightening it, for instance), they should do it gratis.