ComplaintsforRobert Haack Diamond Importers

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave them my engagement ring to fix end of September. I told them no work was to be done until I approved a quote. 2 stones had fallen out of my ring setting (for the 2nd time in 5 years) but both stones were included with my ring when I dropped off. I got a call a few days later with a quote left on my voicemail. It was WAY higher than I anticipated -$400. A few days later, I got another call saying the work was completed and I could come pay the $400 anytime. We did not have the funds for this so I did not go pick up the ring. Plus I was MAD that I never approved the fix/cost! I called them in April of 2023 and explained my situation. The manager was extremely rude and asked ME what I felt he should do to fix it. I told him that it wasn't my job to make that decision and he said "let's call it $200 and drop it, eh?" so I agreed to pick up the ring the next day, even though I still didn't think that was fair. When I went to pick up the ring, I asked what work was all done to the ring to cost that much - after all, all the stones were in the bag with the ring, so they should've just been reset. He claimed he wasn't sure what was all done but that they REPLACED and re-set three stones. I asked why, as only 2 stones came out and they were in the bag. He stumbled and then claimed that three stones were re-set but he had no idea how many were replaced or why. that the jeweler just wanted it to look "new". He couldn't explain ANY of the work that had been done and did nothing to try to find out. I paid him with intent to contact a corporate number for a refund - I just wanted my ring back. With no approval of any quote or work, and no explanation of the work done, I don't think I should've had to pay anything I didn't agree to! Lastly, when I left, I heard the manager (*****) say to another employee that the woman who processed my repair really "dropped the ball" and he was glad "the problem had left". Which was not appreciated. I'd like my $210 back.

  Business response

  05/02/2023

  Hi,

  Sorry for your stress, not our intent.  I looked at what was done and we don't do work unless we get an approval, as the ********* recommended building up a the prongs and resetting the diamonds to help keep the ring going for a long time, and we did tighten the other diamonds (gold is soft, diamonds get loose over time) and rhodium plate the ring.  I do not know what amount you are looking for on a refund, as obviously there was a lot of work done, and needed to be done to wear the ring.  Resetting invisible sets isn't easy as setting them into prongs.  And we normally charge $35 for a simple stone setting as when setting invisible set, there is a higher risk factor on diamonds breaking during the setting process.  That being said, the store is wiling to offer another $75 discount.  That is below our cost and hopefully that will be satisfactory for you.  And, there might be an extra little gift for you during the refund process.  :) 

   

  ****

   

  Customer response

  05/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  While I understand the points they made, they state they never do work without approval. However, they did NOT gain my approval to do any of this work. Nor was the demeanor/approach by the employee appropriate. Anyways, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine. 
  
  Thanks,
  
  *************************
  

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  How do i go about obtaining the refund they have promised? there was nothing set up on that end...

  
  

  
  
  Regards,
  
  *************************

  Business response

  05/05/2023

  Hi,

  We don't offer free repairs.   Our employee claims you approved the work back in early October, but who can prove what on verbal communication.  The manager is going to have no idea at the work that the ********* did, which I explained in the last email.  Just setting a simple stone is $35 in a basic 4 prong head.  You had 2 diamonds that are invisible set, which is a very tough job to do.  We are offering the job at $125 total, with retipping tightening and rhodium the ring, which is well below our cost.  I am sorry that you feel that we are taking advantage of you, but clearly you had to know there was a price to fix the ring.  I am sticking at our offer as this is fair for both parties.  ********* is the ring should be good to go for a long time.  Again, gold is soft, so you can knock it and loosen the diamonds, but should last. 

   

  ****

   

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