Disappointment.

Purchased a ring from a USA company, which turned out to be substandard. Before returning it for a full refund, I visited this shop to ask them to create a perfect version. Graham studied the ring and confirmed the imperfections in the ring, including a few I hadn't noticed. I felt in safe hands knowing they know what a quality ring looks like, and after a 45 minute consultation and many measurements it was decided he would order in some morganite gems as they don't normally have these available. A week later, one of his colleagues visited our house with three gems for us to view and select which one we wanted in the ring. We then did a few more tweaks to the design to make sure it was what we wanted, and the deposit was taken. In regards to timescales, he asked if we wanted it before Christmas (5 weeks away at this point). We confirmed that would be nice if that could happen, but to be honest we just want a perfect ring. If it takes longer, then it takes longer. Its going to be on my ladies finger for many years to come, so whats a few weeks right? Its explained as the ring is rose gold, they don't have the machine for doing this so a anothe company will provide the band and they will install the gems etc, so it could be a few weeks for that to happen. Fair enough. 9 days before Christmas Day, get a call, ring ready. Visit the shop for the appointment, glanced at the ring and everything seemed fine apart from one detail. A lack of stones down the shoulders of the ring. However I remember in the design consultation that it was discussed the pros and cons of having gems in the shoulders if the ring later needs resizing, it can be an issue. I assume we removed from the design and head home. My lady returns from work, excited to see her new ring. Her heart sank within moments of opening the box, where is the diamonds down the shoulders of the ring? Upon further inspection the following issues are found with the "new" ring. - 4 diamonds are missing from both of the shoulders - 2 of the diamonds within the table are darker than the others around it - On the table, along one edge there is a gap in the metal and the gem in the table can be viewed from the side. Not a secure setting. - On the underside of the table, there is a number of holes drilled out to allow light to travel through the diamonds. Some of these are drilled, but they are a variety of sizes. Some aren't drilled at all, no consistent approach has been taken in this regard. As you can imaging, having your new fiancee in tears isn't the reaction you wanted her to have. Unless its good tears, like when I proposed in the first place :-) So I call them up, ask them to check the designs and comment that there are diamonds missing on the shoulders. "How many". Well all of them! I list the other issues and a booking is made to re-attend the shop with the ring to discuss it further. They confirmed again over the phone as they did when they visited with the gems that they would attempt to get the ring to meet our expectations and if they couldn't then a full refund would be provided. So a few days later, my lady and 2 family members attend the shop with the ring,Graham the jeweler meets them. He takes the ring to examine it, and then confesses that he missed the diamonds down the shoulders and that the "dull" diamonds are like this because the casting company drilled the holes too deep so the diamond is actually at an angle. He then very directly asks "What do you want". Full refund please. While this is arranged, he confirms that normally he takes longer to correct any mistakes in the ring but rushed it through for Christmas for us. A full refund was had an we have ran. They came through for their promise of a full refund if they couldn't meet our needs. If only they had provided a quality product instead of rushing it for us. They knew we had been bitten by another company, so should have taken the extra care here. Perhaps they could have corrected this ring, but I wasn't going to give them another chance to break my ladies heart. Would you?

Richard Rice - 31/12/2015 | report this review