I brought my diamond marquis solitaire to the Arlington, Texas store on X-XX-XXXX to have it placed in a new setting, and they damaged my diamond.
I brought my diamond marquis solitaire to ******* Brothers in Arlington,Texas on X-XX-XXXX to have their jewelers place it in a new setting I planned to purchase from their store. We agreed on a value of my diamond at $2.500.00. After completing paperwork for the purchase of the new setting, mount, and labor I entrusted the store and its employees with my diamond and left to have lunch and complete errands. My Salesman, ******* ****** promised to call me later in the day with an update on the progress of the work being done. I was hopeful that I would not have to make an extra trip to pick up the finished ring. However, I had expected to return on another day to allow sufficient time for the work to be done well, and I specifically mentioned to Randell that I would rather wait a day or more to ensure that the work done was of excellent quality rather than have it done quickly.
After completing my errands I had not heard from ******* and decided to call him to check on the progress. During this phone conversation I learned that my diamond solitaire had been damaged while placing it in the new mount. He said it was not noticeable to the naked eye and called the damage similar to a splinter. I could barely speak because I was so upset. Time would not allow me to return to the store that day to handle the new situation. So I asked that no other work be done until I could return and see exactly what had happened.
I called on Thursday, X-XX-XXXX and spoke with ****. I made an appointment to see ******* for the next day. **** led me to believe he would also be in store on Friday at this time. My husband and I met with ******* on Friday to view the damage and hear what options were available as compensation for the lost value of my diamond. We never met ****. The damage to the solitaire WAS visible to the naked eye. I also discovered and pointed out to ******* that a corner had been chipped off. ******* let us know the company would try to polish the surface damage off and use the new mounting to cover the chipped corner as well as cover the cost to do so. Believeing this was a good starting point, my husband and I agreed to give it a try to see the results. And we left the store.
After more thought about how much value my diamond had lost due to the damage from the poor work and realizing that polishing the stone and using the mount as a bandage to cover up the missing corner would not be sufficient to restore the value, my husband and I decided that a replacement diamond of equivalent value would be the best solution for the situation. I called and spoke to Randell on Monday, X-XX-XXXX asking him to not ship the ring to be polished and check on the possibility of replacing the diamond with one of equal value.
When we spoke again on Monday afternoon, he said that the company would be willing to replace the diamond for an equivalent value or offer a discount on an upgrade to a more expensive diamond if I chose. Here I believed that meant ******* Brothers would allow me to pick out a diamond comparable in price and quality to the diamond I trusted them with in exchange for the diamond they damaged at no additional cost to me. There was no mention of a 'discount' other than if I chose a diamond valued higher than $2,500.00.
I was able to make a trip back to Arlington on Friday, 4-25-2014. I had the intention to see what inventory was available within the $2,500.00 price range in order to select a replacement solitaire. I asked if I could call him after a few days with my decision. This is the first time he mentioned that I would need to pay for replacing the diamond. He stated "we are not going to just GIVE you a diamond"... That ******* Brothers would return the damaged stone and would only offer me a discount off of one of their diamonds even if it was equal in value.
I was misled twice: 1.about the extent of the damage and 2.the offer to replace the stone
Because there is not a way to put a sentimental value on the diamond that my husband chose for me when he asked for my hand in marriage, I only ask for the monetary value.
I am asking for a replacement diamond solitaire of my choice equivalent to the monetary value of my diamond ($2,500.00) as estimated with ************** and to not be additionally charged for services needed to mount the replacement stone I choose into the setting I have already purchased. I also expect ******* Brothers to uphold their "peace of mind Service promise" agreement of repair and replacement for their setting and diamonds after services are complete. A "Peace of mine service promise" has already been purchased.
If I choose a diamond that has a value more than $2,500.00. I agree to pay the difference in cost.
We trusted ******* Brothers with a $2,500.00 diamond and that is what we expected to receive after the work was complete.
I decided to do business with ******* Brothers after much research and visiting other retailers. I had been impressed during previous visits with the high level of customer service I received from ******* Brothers as well as the appearance of knowledge of the employees.
I believe my settlement to be fair and good business practice as well as a reasonable request. I am certain that the company would want excellent word of mouth advertising by placing excellent quality craftsmanship on their customer's hands. I would not be proud to tell people I trusted ******* Brothers with my diamond and after they damaged it, they just polished out and covered up their mistake.
The reputation of ******* Brothers has been ruined as far as I am concerned, and once this issue is resolved I will no longer pay for any of their goods or services. I would not recommend this company to a friend, and I will have no problem with stating the facts of the situation to anyone that asks.
I hope that the end to this situation will live up to the quality of service that ******* Brothers boasts and their prices allude to.
Final Consumer Response
The General Manager, ***** ****** of the Arlington, Texas location of ******* Brothers contacted me directly and this issue has been favorably settled as of today May 15, 2014. I hereby drop this claim.