Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited this store in May 2021 needing a ring duplicated. I was helped by a very nice employee. I kept in contact with her via their company cell phone. Several weeks go by so I reach out to that phone number to find out said woman was fired and they dropped the ball with my ring. After the poor customer service by the owner I decided to just get my money back and not have the ring made at all. She said to return the molds that they made in order to get my money back since they dropped the ball on my ring and it had been at least eight months. I mailed the rings back in the envelope that they provided to me she claims they never received them so her and I go back-and-forth jumping through hoops to try to get my $300. She ends up sending me a check with my money I miss placed the check in my house. I told her about it and never heard anything for about 2 and 1/2 months, so I reach out again now she says they will resend the check but its going to be $270 because they had to cancel the check but they never re-issued a check. So much time had gone by between the initial check and them saying they will resend it was almost 90 days. They said because they had to cancel it that is the reason its $270. I still have yet to receive my money and the owner has blocked me from calling the store and the store cell phone. I have moved out of the state so I can not go in to correct this issue. She took $300 from me and I have nothing to show for it, NOTHING. I basically paid them $300 to talk to them. As a disabled veteran I dont believe anyone should be talked to or treated as such. I also have some of the text conversation between her and I and a video of the text conversation. She knows she is in the wrong which is why I received my refund to begin with and now she just blocked me and kept my money. I just want my HARD EARNED money back. I left her a glowing review when they had fixed a ring for me before which is why I went back but this is a nightmare.

  Business Response

  Date: 08/23/2022

  The details are misrepresented. The employee who worked with ********************** was a military spouse and was transferred out-of-state. The $300 deposit provided by the client is a required deposit to start any custom design in our studio. The employee originally communicated via email, and sent our contract before taking a deposit (attached). This was returned to our ********** email before design work commenced. The client received several emails depicting the design, as well as casting prototypes before we created the finished design in Sterling. The client was sent the finished design without making final payment, but was unsatisfied and returned the item. She email several photos of her expectation and we went back to work trying to replicate her vision based on the images she had sent. The client received 2 more prototypes after this, but they were still not to her satisfaction. We explained via text that we had satisfied our contractual obligation when we had originally sent her a finished design. The client then began to threaten to leave a 1-star review. We offered to split the difference and provide a $150 refund even though we now had spent over 12 hours designing and redesigning for her.  She then called and berated my showroom manager, so we mailed her a full refund to get her to leave us alone. Months after misplacing the check, she sent threatening texts to reis*** a check. We explained we would need to put a stop-payment on the original ($30 fee from our bank). She said she would only accept payment in-full. ********************** began threatening to *** us, and continually called, texted, and left voicemails. We blocked her number to stop her threatening contacts and rescinded our offer to provide a refund because of her abusive behavior. Hours had been provided to design, and if she chooses to not proceed with completing a custom, it is not our fault. An architect wouldn't design a house for free if the client decided not to build it. We are no different.