Dear David,
We’re truly sorry to hear that you are disappointed with your experience. We value all customer feedback and regret that you feel let down by our service and product.
We’d like to clarify a few important details:
The ring in question was purchased in November 2022 and, as you acknowledged, contained genuine 14k white gold and authentic diamonds. The breakage you described — a ring splitting in multiple places — is not consistent with simple wear or typing on a keyboard. Our jeweler reviewed your photos and confirmed that this level of damage typically results from prolonged external stress or impact over time. While we understand your claim of no misuse, we can only go by the evidence presented and our expertise.
The $342 quote we provided was not a simple repair. The ring’s shank had to be completely rebuilt. We offered this price at our cost, with no markup, even though the piece was well outside our 90-day warranty and over two years old.
As a further gesture, we offered an additional discount on that cost. While we wish we could offer complimentary repairs in all situations, doing so for damage of this magnitude after three years is not feasible.
We always aim to provide transparent, fair service and stand by our materials and workmanship. We regret that we couldn’t meet your expectations in this case, but we’re still here to assist you should you wish to reconsider.
Sincerely,
Kevin
Customer Service Manager
