Engagement Ring Troubles

brownd9

So...my FI bought both my engagement ring and wedding band together from the same store. He had the ring customized to match the band by replacing the two outer diamonds with pink sapphire stones. The problem was, the two pink stones were not matched correctly. He did not notice when he brought it home, and it wasn't until he had given the ring to me and we had it in the natural sunlight that we both noticed the flaw.

We stopped into the store to ask about having the ring fixed. The person at the counter agreed immediately that the stones were not matched correctly and assured us that they would fix it. They told us it would be 3-4 weeks because they would have to send it to their home office to get the best match. Sounded good to me.

3 weeks go by and we haven't heard anything so FI calls to check on it. It is still not in but they say to check back in a week. So, at 4 weeks FI calls again expecting the ring to be in. Well, there was a "problem" matching the stones and we get this big long story about it having to be sent off to their vendor. We are assured that the stones have been matched and it is back at the home office and all that it needs to have done is set the stones and send it back to the store. We are told it will be 2 more weeks to do this.

Well we are really not happy with this answer but what can we do? They already have our money and the ring. It seems like at this point they would be able to give our ring some priority in getting back to the store but apparently we are not that important.

So flash forward 2 more weeks(ring has been gone 6 weeks at this point), and we still do not receive any call about the ring. FI calls again and is told that it is not in. They said that the lady at the home office is on vacation that day so they don't even know where the ring is! They ask if they can call back in a few days. My FI says absolutely not and asks to speak with the manager(he's already escalated this to the manager each time he has called).

The manager keeps trying to pass the blame and make up excuses for why it is not finished. After a long discussion my FI is able to get a # for someone at the home office but of course there is no answer and he has to leave a voicemail.

Has anyone had problems like this? At this point I am just so completely upset that I have been w/o my ring almost the entire time we have been engaged. I have not been able to show my friends or family and it seems very ridiculous that we are having to put up with this horrible customer service.

Even if the ring comes in on Monday when they call us back, I dont' feel like there is ANYTHING they can do for us except give us cash back(which I doubt is a possibility).

My FI feels so bad because they were so helpful when he bought the ring. UGHHH...thank you for listening, I just really needed to vent.

ungraceful13

That sucks but I am sure it will work out fine. Luckily it is happening now not closer to your wedding. I think your FH is handling it well and he will work it out.
I  found out a week ago that my wedding band I have never worn has 4 loose diamonds so I can wear it the day of my wedding and then I have to send it back for 2 weeks.

HyperChicaPR

You can demand money back. And tell them that if they don't you will be letting everyone you know the type of business they do (especially here on the knot where tons of brides are). File a report with the BBB.org if they don't make it right. I know it all sounds vicious but when dealing with a place like that you have to make your threats sometimes. We had to do it with a company and as soon as we said "lawyer" they fixed everything right away.
Either way, once you get your ring back as long as it's right you'll be happy to have it behind you

mahoganieyes

When I got my ring, I noticed the next day in natural light that my side stones(baguettes/emerald cut) did not lay flat and the corner on one side setting was a gap. I thought maybe I was just being picky and let a few weeks go by and then one day I took it to the store where my fiance got my ring from. The sales lady at the store looked at it and called a manager over who looked under the scope and said the wrong corner shaped stone was used. They put a rhombus shape diamond where it should have been another shape. So they replaced my ring at no charge. I had to wait 2 days because the manager wanted the ring to be done correctly and not rushed. They company has a jewerly sit inhouse so all sizing, redipping is done there.

brownd9

Thanks guys. I am crossing my fingers that they will call tomorrow but they defintely need to do something to make it right after this is all done with. Good advice HyperChica, it is not what I want to do, but it is hard to just let something like this slide when I feel they could have done a LOT more to help us.

kelklump

This is ridiculous. I had trouble with some of my side stones falling out, and I can tell you they replaced them and fixed my ring in less than 2 weeks. I even ended up switching sets and they fixed my rings (both wedding and engagement) in less than 2 weeks. Good luck - I would demand an answer. If they lost your ring, they should do more than replace it as well. Make sure you have your diamond checked to be sure its the same one as well, this is something I have heard that happens once in a blue moon, but it does happen.

hccpsu

Interestingly, I had a similar story with a pink sapphire ring I have--I took it to be resized and one of the stones was damaged.  It took a couple weeks for me to get the ring back, and the stone wasn't the right shade, so they had to replace it AGAIN, which was another several week wait!  Maybe it's tough to find the matching stones for pink sapphires.  Not that I wasn't annoyed at the delay, of course!