ComplaintsforKrikawa Jewelry Designs, Inc.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a expensive ring at Krikawa that i asked to resize when after years my ring size changed. they told me that I could not resize this expensive ring and stated i could remake the ring for around 3000. I told them i did not realize that palladium could not be resized and they said they found out about properties of the palladium later and this could not be resized. i now own a ring that i can't wear and I don't think it is ideal to be remaking for expensive option and they are not covering this issue or providing a low cost option alternative. they will not do a trade in no solution other than remake. what do customers usually do. It is not easy to sell a ring and even recoup the cost of ring with such expense

  

  Business response

  09/19/2023

  We thank the consumer for raising these concerns through the Better Business Bureau. We want to acknowledge the inconvenience and disappointment regarding this experience, and we deeply apologize for any confusion or frustration.

  To clarify the context, over a decade ago, Krikawa crafted a custom rose and ribbon eternity band engagement ring in platinum for the consumer. Upon receiving the ring, the consumer then expressed a preference for a lighter-weight material, and we remade the ring in palladium at no additional charge. The palladium ring had been in the consumer’s possession for 10 years without issue, until 2021 when she asked us to sell the ring on consignment as a pre-owned item. After two years of no interest in the item, the consumer requested that the ring be made a full ring size larger to fit her finger.

  It is important to note that the ring does not suffer from any defect. Palladium can and is often be resized without incident. However, when there are certain specific features like the eternity design style of this ring, combined with a request for an extreme size change, from a professional opinion, resizing is sometimes impracticable. Such determinations are made on a case-by-case basis.

  For this particular ring, we provided an option to cut and laser-weld new material into the ring or to grind the ring up at our rate for of 6 labor hours. The consumer was advised of the cost of such repair work and informed that cutting the ring would disrupt the eternity design feature. We also recommended bi-annual check-ups on the repairs after a resize and offered a limited warranty on this intricate work. We advised that grinding the ring may not achieve a full ring size, as we didn’t want the ring to become thin. The consumer declined these options, instead requesting a permanent solution without altering the original design. We then presented the alternative of crafting a new ring in her current size in 14k White Gold or 14k Rose Gold, providing a full trade in allowance of the used, 10 year old setting. However, creating another new ring free of charge was simply not viable for us.

  The consumer's original ring has been returned to the consumer. At this time, we will not be able to accommodate the consumer's request for a free ring.

  Customer response

  09/24/2023

  the answer that the business gives overlooks the fact that they never gave the consumer information to make an ideal decision for a customer. i would have never have known that the details of the ring and the risizing need would be a later issue. had i known i would have made a different decision. first i was satisfied with the look of the platinum ring but i told them it spinned around my finger and they told me could be made into palladium a lighter issue. i am going by a jewelers advice i don't have the experience background to know what are the possibilities. could the platinum ring of been altered in some way to not spin around and the customer could resize no issue?  should not the jeweler of informed the customer if they ever needed to resize that the details and the particular sizing differences would be problematic had i known this i would have made the best decision where i can easily resize a ring this an item around 3000 and i would have gone with the most ideal option for me had i known. what is confusing to me is i used their sets to determine my size and the time i made the palladium and platinum ring it fit very well if not more than needed now we are talking about a time period in which i did not gain weight i was around 110 lb then and still around that weight and yet my ring no longer fits me. and then to find out i can't resize but i could spend more money to make a new ring.  that does not seem first like a jeweler who gave me information from the start to alert  a customer do you know that with this detail and metal that if your finger should change the only solution is to remake this 

  it is all about being informed by people who really care about the what the customer is making a decision about and then with the unfortanate experience of can't do that for you. they tried to sell the piece for me but then said they could not keep it there beyond that time period i told them i can't wear the ring anymore can you take it on to sell it longer period of time since what am i to do with a ring i can't wear on my finger.  do they think it is more ideal to tell the customer all the information they need to make a decision. if they told me that the metal and detail could not be resized i would not have altered picked a metal that i could not resize and i would not have picked a detail i could not resize and since the platinum spun around and there could have been a easier solution like something i could wear underneath the ring or some adjustment i would have kept the platinum. so considering all this i am asking for the jeweler to come up with  a different solution other than i can't keep your ring on consignment and considering we did not give you information that you would have made a different solution we want you to be satisfied. and also keeping in mind i purchased three items from them and i am having an issue with this ring since i can no longer wear this beautiful ring.  can someone help me to come to a better resolution than to remake the ring or at least have the company sell this ring for me since i am a lay person and could be in a predictament that i can't sell it. or don't feel comfortable since this is not my area to sell such a ring whereas this is what they do. thank you for any assistance with this matter. Elizabeth Rose Gallagher 
  To clarify the context, over a decade ago, Krikawa crafted a custom rose and ribbon eternity band engagement ring in platinum for the consumer. Upon receiving the ring, the consumer then expressed a preference for a lighter-weight material, and we remade the ring in palladium at no additional charge. The palladium ring had been in the consumer’s possession for 10 years without issue, until 2021 when she asked us to sell the ring on consignment as a pre-owned item. After two years of no interest in the item, the consumer requested that the ring be made a full ring size larger to fit her finger.
  It is important to note that the ring does not suffer from any defect. Palladium can and is often be resized without incident. However, when there are certain specific features like the eternity design style of this ring, combined with a request for an extreme size change, from a professional opinion, resizing is sometimes impracticable. Such determinations are made on a case-by-case basis.
  For this particular ring, we provided an option to cut and laser-weld new material into the ring or to grind the ring up at our rate for of 6 labor hours. The consumer was advised of the cost of such repair work and informed that cutting the ring would disrupt the eternity design feature. We also recommended bi-annual check-ups on the repairs after a resize and offered a limited warranty on this intricate work. We advised that grinding the ring may not achieve a full ring size, as we didn’t want the ring to become thin. The consumer declined these options, instead requesting a permanent solution without altering the original design. We then presented the alternative of crafting a new ring in her current size in 14k White Gold or 14k Rose Gold, providing a full trade in allowance of the used, 10 year old setting. However, creating another new ring free of charge was simply not viable for us.
  The consumer's original ring has been returned to the consumer. At this time, we will not be able to accommodate the consumer's request for a free ring.

  

  Business response

  09/29/2023

  We strive to keep our customers informed about products and use feedback received to make sure that our team is diligent in communicating with customers in the future. Upon careful examination of our records, we found no defect in the ring made for this consumer a decade ago. Therefore, we cannot provide a free remake due to the change in her finger size over this period.
  
  We’d like to address the consumer’s raised concerns systematically.
  
  While the consumer insists that she would have chosen a different path in 2012 if we had presented other alternatives, historical correspondence from 2012 demonstrates that we provided the consumer with alternative options, which were declined. The ring, originally with a traditional shank, was redesigned at our cost based upon her preference for an artistic look. The consumer’s initial satisfaction complaint was spinning was due to the top heaviness of the design. At that time, we presented options to counterbalance the top heaviness of the ring: (a) add the sizing balls onto it, so that it snugs it up a bit, and so it does not spin or (b) soldering two light weight platinum bands to widen the ring at base and balance out the top heaviness. It was mentioned separately that different metals have different weights and that palladium is lighter than platinum. We did not endorse palladium over platinum. The customer declined our options and instead directed us to make a ring in palladium with an artistic band versus a simple or multi-band soldered look. She provided examples of what she liked and we presented a shank design inspired by her preferences for the new ring at our cost. The redesign was executed at no extra charge, and the consumer was satisfied with the outcome.
  
  It is pertinent to clarify that the ring, created using sizing details provided by the consumer in 2012, remains true to its original size. The current issue in 2023 lies in the change of the consumer’s finger size over the years, not the ring’s dimensions or materials. Analogously, if a dress or car bought year ago no longer fits or meets needs, it is unreasonable to expect a free replacement due to personal changes.
  
  The client mentions that she has not gained weight, however, there is not always correlation between body weight and finger size. Variability in finger size can be attributed to numerous factors, including age, weight gain/loss, hormonal fluctuations, diet or alcohol consumption, during or after pregnancy, or not at all. Every person is different. Without having had active and ongoing experience with this consumer over the years—once again, she received the ring in 2012 and it was not until 2023 that she stated the ring no longer fits—it’s challenging for us to help her identify the cause of her finger size change. We don’t know what will happen with a person’s finger over their lifetime.
  
  In 2023, we communicated to the consumer the intricacies associated with resizing continuous patterns (also called “eternity style”) and how it potentially disrupts or damages the pattern. This is not specialized knowledge of our company, but is commonly understood by both consumers and makers. Regardless of the metal type, if a continuous pattern ring can be resized, the resizing may result in a smooth section at the adjustment point. Our clients who have requested a resize of an eternity style ring understand these facts and in every situation, save this one, the client has either accepted the smooth section at the sizing area or paid for a new ring to be made in the current ring size.
  
  In 2023, we presented the consumer with proposals for resizing her eternity style ring: (a) inserting a plain metal stock at the base of the ring to the new finger size, (b) carefully rolling, grinding, and stretching the ring, (c) remaking the ring with a traditional shank or with the ornate shank in her now current ring size with a full credit for the 10 year old mounting. We provide the consumer with pricing for the proposals, which she would be responsible to pay, regardless of the method employed, metal, or design. Contrary to the consumer’s claim, we did not state the ring was unmodifiable. We informed the consumer of the ways the ring could be resized and our concerns. We also said clearly that we have had many other clients with resized palladium rings with no issue.
  
  To start the process, we asked the consumer to place a sizing ring deposit, so we could send her calibrated sizing rings to confirm the new ring size. The consumer refused to move forward until we agreed to make her a new ring in her new ring size, completely at our cost. She would not even pay the deposit for sizing rings to confirm the new ring size. Her unwillingness to confirm the ring size with our calibrated sizing rings, in some ways hindered our process.
  
  Most consumers recognize that alterations to an existing item they’ve owned for 10 years typically comes with associated costs. Similarly, creating a new item distinct from the original usually requires additional investment. It is uncommon for items that have been in use for an extended period and that do not suffer from any defect, to be exchanged for brand new ones without incurring charges. We did not cause her finger size to increase or change. We are simply hoping for an understanding of these standard practices.
  
  While many more clients engage with us consistently, we appreciate that this consumer crafted 3 pieces with us more than a decade ago. Our commitment to offer practical solutions becomes challenging when faced with shifting needs or unverified data. We present the following options in an effort to resolve this complaint:
  
  Resizing: We will revisit our initial quote of $900 for resizing labor. After the consumer places a sizing ring deposit and confirms the ring size using our sizing rings, we will determine the optional method for adjustment (bar inserted at the adjustment point or rolling/grinding method), ensuring it remains cost-effective. While we typically honor our quotes for 30 days, we will make an exception and uphold this price despite the time elapsed.
  
  Consignment: We are a jewelry business, not a consignment/thrift shop. Our standard consignment lasts 12 months. However, this consumer’s ring was on consignment for two years. As we explained to the consumer when returning the ring, there was no interest in the ring. It is a highly customized piece of jewelry and not a trending design. We also note that we returned the ring to the consumer without charging her for the refurbishment or shipping fees incurred in original consignment.  In the spirit of resolution, we are willing to re-consign the ring for another 12 months upon receiving the ring, refurbishment payment, and signing a new consignment agreement.
  
  While selling a ring independently might seem daunting, consumers do it every day and very successfully on websites such as Craigslist, eBay, Worthy, or "I Do Now I Don’t", far more quickly than they do by going through our consignment program.
  
  We are a small business striving to make it in a challenging economy. Uncompensated services affect our dedicated employees and their families. We simply cannot afford to offer a second new ring for free.
  
  We sincerely hope one of the solutions presented above (resize or consignment) resonates with this consumer and resolves this matter. We did our very best to provide constructive solutions to achieve the consumer’s 2023 concerns, in line with the practicalities of our craft.
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Me and my fiancé designs my ring and specified from the beginning that it had to be comfort fit, I even called to confirm when it wasn't noted, but was assured that all of their rings are comfort fit so there was no need to note it. When my fiancé proposed it was NOT comfort fit AND the stone was loose/shaking in the setting!! I contacted management and received a rude email stating we weren't "crystal clear". I work in the wedding industry and used industry standard terminology. After months I finally contacted the owner **** and she agreed with me and assured us that she would make it right and I wouldn't be without my ring for more than 6 weeks, but not only did I have to pay $655 more for their original mistake, but it's now been almost 9 weeks I still don't have it and it's not even the same ring, they constructed it out of new gold when the original was supposed to be remade. I was told they would have to melt it down and start fresh. It's no longer the ring I was proposed to with and they changed the design. The details were moved. Krikawa has ruined the excitement of getting engaged. I shouldn't have to pay for their mistake

  Customer response

  03/27/2023

  We wish to cancel the dispute we made against Krikawa Jewelers in AZ as we have come to an agreement.
  
  Please confirm.

  

  Business response

  04/03/2023

  Hello,
  
  Our response to the complaint is as follows:
  This custom ring was originally a surprise engagement ring, and the client was fully satisfied with the order. The recipient was not.
  There were complications in communication with the recipient, both before and after the ring was shipped.
  Even though the original client had been satisfied with the ring, we surrendered to remaking the ring.
  Communication with the recipient was difficult and rarely effective for either party throughout the process.
  Krikawa finally created an outcome that the recipient was satisfied with and wished them happiness in their life together.
  Krikawa embraces the excitement of getting engaged, and commemorating your relationship and love with a unique custom ring. The lesson here is that surprise engagement rings are not always the best choice for recipients with an extreme level of specificity.
  
  Thank you for adding this to our profile.
  
  Sincerely,
  
  ******* *********
  
  Owner, Chief Financial Officer
  
  “Queen of the Other Half”
  
  Krikawa Jewelry Designs, Inc.
  
  21 E Congress Street | Tucson, AZ 85701

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