Business ProfileforRobbins Brothers the Engagement Ring Store

This complaint is in regard to Robbins **** Peace of mind promise and their Diamond Guarantee. I purchased my wifes diamond ring in Nov. ****. We had the ring for 18 years. The ring was cleaned/resized in Oct. 2022. In Aug. 2023, the diamond was dislodged from the prongs, falling out. Reasons Im writing this complaint:1. The ring was fine for 18 years, was resized/inspected, it fell out of the prongs 11 months later.2. The prongs on the ring were worn down during our Oct 2022 visit, which we werent made aware of. Robbins **** CHOSE not to replace the prongs. This was negligence on Robbins ****. We kept these worn out prongs as evidence.3. The diamond fell out within the guarantee period, we were unable to get down to the store within 12 months of the Oct 2022 visit, Robbins ****. Is not upholding the warranty/promise.4. We had her ring cleaned/inspected 15 times plus over the 18 plus years we had the diamond, not once did anybody ask us for our cleaning record to be signed and dated. The only reason we had the signed record from Oct. 2022 was because the associate who helped us gave us a new booklet with a signature. 5. In the age of paperless tech., Robbins **** still has a paper record process instead of logging it in their computers The excuse they gave: clients have multiple pieces- to confusing to record. This policy only benefits the company, not customers, misplacing the paper record has a high probability, allowing them to void their guarantee when you dont have the record.My issue is with Robbins ****., not their employees. The facts are: the ring was resized and inspected-Oct. 2022; we had a signed register of this; the diamond fell out the last week of August 2023; we came into the location in Dec 2023; Robbins **** wont adhere to their guarantee because of 2 1/2 months. We have purchased over $11,000 worth of jewelry at Robbins ****, for our loyalty and honesty, we are being forced to pay 60% of a new diamond that should be free.