QuestionQUESTION: Back in Dec I got engaged. My ring is beautiful, but somewhat unique and there is no wedding ring(WR)to match it. Therefore, we tried to get a piece custom made by the same jeweler we bought the ER(engagement ring). He did tell us it may not match perfectly, but he will come very close. When we recv'd the custom WR back after about 8 weeks it had milgrain on the edges. I specifically told the jeweler I did not want milgrain on my WR because my ER did not have it and it does not match. He even tried to sell me one in the store before we had my WR custom made and I pointed it out and thought I made it clear I did not want that on the ring. Besides that, I feel that the ring did not look professional. The WR was made with a pave setting,which is what the jeweler told me my ER was. After going to see another jeweler this past Saturday I found out my ER has what is called a bead setting, not pave. So the WR that they made me looks like one big bling instead of 2 rows of small diamonds to match the ER. I also thought that the platinum around the diamonds looked messy(I told him this from the beginning, the beginning of Aug, when we got the ring back the first time). He then told us it was made by hand and would not be perfect. He never told us before this that it was going to be done by hand. I assumed a custom order meant ordering a custom made piece to be made professionally. Since then, the jeweler has tried to buff off the milgrain, wearing away the platinum and leaving a jagged edge along the top and the bottom of the diamonds and sloppy work along the sides(in my opinion). He then sent it back to the lab to have more platinum added to it and was supposed to have it done last Saturday (09/08/07), but when I called he informed me that they got it back from the lab but had to send it back again because they forgot to have metal added to the sides to fix those also. So now it may be done by the end of this week. As you can imagine, I am very frustrated and stressed out over this entire situation(not to mention the fact that I have many other issues to deal with since the wedding is approaching in 17 days!). We went to another jeweler on 09/08/07 and he guaranteed he could make me the ring I wanted and that they use a Cad computer program to design it. He also promised it back in 2 weeks & said he would definitely be able to make 2 rows of diamonds, lined up correctly and distinguishable from the prongs, like the ER. The only thing he couldn't promise was to graduate the stones from smaller to larger like they do in the ER and that he would take the middle sized diamond and use that all the way across. I have continually told jeweler #1 that I was not happy with the stone setting and thought it looked messy. He stands by his work and now tells us it is ours to keep since it was custom made. Neither I nor my fiance remember him ever saying that before. The jeweler #1 and I even talked about a possible plan B if I did not like the final product. Now that I have found another jeweler (#2) that can make me my ring and jeweler #1 has put me thru such h*ll, I just want to cancel the ring with jeweler #1 and move on, however, he refuses to give us our money back. If anything, he said that maybe I could choose another ring in the store that is comparable in price, but we looked in the store in the first place! There wasn't anything that matched my ring, that's why we were having a piece custom made.
My question to you is, is this fair and good customer service? Jeweler #1 thinks he is being reasonable and wants to make me happy, but can only do that by giving me my money back and letting me move on, but he doesn't want to "eat" the cost of the platinum. I don't think this is my fault considering he didn't fully explain the process in the beginning and he is the one that keeps messing the ring up by poor communication with his jeweler. I feel that I am a fair person and do not want jeweler #1 to get "stuck eating" anything, but why should I get stuck with and pay for a ring I am not happy with. This is my wedding ring and the ring I will wear for the rest of my life! We have never signed a contract of any kind saying that the ring was ours to keep no matter what, so shouldn't he give us our money back? Please help! I am losing my mind and jeweler #2 needs my ok to make the second ring and I don't know what to do! Of course I want a ring that I can look at and be proud of, but I also don't want us to get stuck with a $1500 ring that we really can't afford (if we end up with 2) and that I won't wear!
Help! What do you think? Am I right? I need to know if i should fight this and seek legal advice or what.
ANSWER: This a tough situation. By todays way of doing business the jeweler should have 1. made either a wax or a model of the piece prior to making it in platinum to get your approval and had you sign off on it.
2. Computer Imaging is a very smart way to do it so that everyone sees the look of the product prior to casting
3. Unfortunately you should seek the advise of an attorney to see if you have any liability to this jeweler and what liability the jeweler has to you. Much ofthis may depend on your state laws on a verbal agreement.
Good luck
Keep me posted if you need an expert in court.
Sincerely,
Arthur DeMello GG (GIA)
Independent Appraiser
---------- FOLLOW-UP ----------
QUESTION: Thank you for your reply! Actually, a wax was made prior to the making of the original ring, but we did not sign anything. He said he told my fiance once you approve this, it is yours to keep, but my fiance has no recollection of that (he went in to look at it because I work downtown and can not make it in during their business hours because I leave before they open and get home after they are closed).
I would like to contact a lawyer to find out if this is even a case worth pursuing, but I'm not sure where to start. Do you know what kind of lawyer I would need to look for?
AnswerHi Jennifer,
This is a common type of law. Any attorney can advise you on how to handle this.
Being a verbal agreement and the amount in question ask a local attorney if he or she would accept 75 dollars to hear your problem and tell you how to handle it.
Arthur DeMello GG (GIA)
