OT - Lost Diamond From Eternity Ring

[Steven (WE51STE)]

Hi,

I know its off topic.

I purchased an eternity ring for the wife for valentines day.

Unfortunately as it had to be custom built it was delayed and we didn't get it until just before April.

So its only 3 months old.  The wifes just phoned me up and she has lost 2 of the 12 diamonds.

What are my options have I got any recourse on the jewellery shop where I purchased the ring.

I have got it covered separately on the house insurance.

Any advice ??

Steve

[peterg]

Go back to the place that made it, they should realise that the setting has not been made as good as it should have been and fix it FOC (imho)

SWMBO had a diamond and ruby ring that lost a stone and the shop fixed it FOC, 6 months later it happened again and in the end she swapped it for another ring - I guess that's not an option as it was a bespoke item in your case but it should be made to a good enough standard so that the stones are secure  

[Norman Verona]

I would take it back to the retailer and politely ask what can be done.

If I get the  "it's been knocked" "is it insured" "not made to wear all the time" responses I would become a bit firmer and and suggest it's not fit for purpose and unless it's repaired to my full satisfaction I will be reporting it to Trading Standards,

Of course this is best done at the busiest time on a Saturday morning and whilst the first part can be kept quiet the second stage can be in a much louder voice.

I would also insist they have an independant manufacturing jewellers report on the repaired item before accepting it back.

I'm not a lawyer but I think you can reject the goods at this stage but once you've allowed them to repair it you waive your rights to rejection. Therefore I would take advice about writing a letter which allows you to reject the goods if it fails in say, 12 months, from the repair date. Get the retailer to sign a copy.

[James]

Life is never simple is it? and in the case of jewellery its less simple! now I know what people are going to say on here fit for purpose blagh blagh blagh BUT although consumer law is there for your protection at the same time there can be extenuating circumstances.

Firstly lets get a clear picture as to what we are dealing with.

1. what are the stones set into?

2. what type of seting is it?

3. where was it made the u.k or imported?

4. what grade of diamonds were supplied?

5. is it hand made or cast?

6. was it genuinely bespoke or not?

Pictures speak a thousend words so if you can pop a good pic on here it will tell me alot of things, also what are the hallmarks on the inside of the shank? again this will tell me alot! and can you get a pic of the underside of the head (a good close up) this will also tell me alot.

Here's the problem? IF for example the ring had been knoked against something like a concrete trafic bollard with sufecient force this could have made the stones lose in the setting or worse case damaged the setting enough for the stones to pop out. now if this was the case should the store be held liable I think not. However if the stones were not set particularly well at production then of course they should put it right.

I am afraid with Jewellery its not as clear cut as some people would like to think and to give you an idea did you know that ALL brand new watches that are sold with a garantee will only cover the watch movement under the terms of the garantee and not any other component why? because all of the other parts can be damaged by the wearer and the manufacturer can not be held responceable for this.

Best thing post some pics on here or email them to me and I will be happy to give you an unbiased opinion, but to give you an idea if there are no signs of damage (yes we can tell) then the company should put this right I certainly would if you were a client of mine.

I am guessing from what you have said that this is a chanel set ring? which could be why two stones have come out and others could follow depending lets see wjats happening with a pic.

[James]

If I get the  "it's been knocked" "is it insured" "not made to wear all the time" responses I would become a bit firmer and and suggest it's not fit for purpose and unless it's repaired to my full satisfaction I will be reporting it to Trading Standards,

Of course this is best done at the busiest time on a Saturday morning and whilst the first part can be kept quiet the second stage can be in a much louder voice.

Lets see it first and for gods sake DONT go down this road unless you absolutley have too! this dosnt get retailers scared it JUST gets there backs up trust me on this

[Steven (WE51STE)]

Having trouble taking a picture at the moment with my mobile phone will try again later with a better camera

It looks similar to this one :

It looks similar to this one

1. What are the stones set into? Its a Platinum channel set half eternity ring with 12 diamonds (1.0ct Total)

2. what type of setting is it? Channel Set

3. where was it made the u.k or imported? Make in the UK

4. what grade of diamonds were supplied? Diamonds were F and VS1

5. is it hand made or cast? I believe it was hand made.

6. was it genuinely bespoke or not? They had one in the  shop but it was 4 sizes to big they said it could not be resized as there could be issues with the diamonds coming out so they measured the size and made it to measure.

As for damage its only 3 months old.  It was purchased on Valentines day but it was also to celibate the birth of our little girl.  The wife is a stay at home mom and she has not knocked / damaged (or even been in a position to) the ring.  I doubt feeding baby / changing nappies is high risk environment.

[James]

Was it supplied by Goldsmiths?   if so there's half your problem! take it back and give them hell!

I very much doubt that it is handmade although without seeing it its obviously imposible to tell, the BIG problem with a chanel set ring is its a domino effect as soon as one stone pops out it gives somewhere for the rest of them to pop out! if you hold the ring up to your ear and gently tap it can you here any other stones rattling?

I would have to say doesnt sound like a bespoke ring, (as they had another in the shop) when I talk about bespoke its a one off designed and manufacturd for the client and the client has my word that the design shall never be repeated. this sounds like a standard shop item.

just out of interest how long did they take to make it?

[It Almost Looks Like A Car]

The stone fell out of my swmbo's engagement ring after about 6-7 months, took it back and they replaced the stone with a bigger one as a gesture of goodwill.....i think the shop felt sorry for her cos a bought her such a small diamond in the first place!!!

Go back and ask for the missing stones to be replaced. They should last a lifetime if set properly.

[Steven (WE51STE)]

No it wasn't sold by goldsmiths but a diamond shop in the jewellery quarter in Birmingham.  I just put the link up so you would have an idea of the type of setting.  If I'd have purchased from a high street store I would have given them hell regardless.

I've put it up to the ear and tied tapping it gently can cannot hear the other stones rattling.

Its probably a standard design but made to measure then by reading your comments.

It took nearly 6 weeks for them to get the ring finished from the date of order to collection.

[pistonbroke]

If she has knocked it or misused it in some way with enough force so as to dislodge a stone I would expect there to be some sort of visible damage.

assuming there are no signs of damage i would expect the store to offer repair or refund , the choice should be yours , as said if a repair is accepted then by consumer law you waiver the refund option in the event of any repeat problems.  

Having said that in the interests of good customer relationships any retailer worth his salt would bend over backwards to offer a satisfactory solution

First thing is to explain the problem and see what the responce is before going further  

Hope you get it sorted soon

[Steven (WE51STE)]

Ok managed to take some pictures they are quite big hence I've just put the links in this post.  I apologise in advance the marco mode on the camera is not brilliant some are a little blurred but you can get the idea.

Ring 1

Ring 2

Ring 3

Ring 4

Ring 5

If you need any other angels I'll try and take them for you.

[highwayman]

Which jeweler in the jewellery quarter was it? We bought ours from Crystal-link?and had to take it back for refinishing which was done for free and they were very accepting of the issues

[Norman Verona]

James. I did say "I would take it back to the retailer and politely ask what can be done.".

So, what do you suggest he does if they start making excuses. Walk away and forget it!

I've been serving customers for 40 years and have never given any of them reason to get to stage 2.

However I've been put into stage two many times by others.

With all due respect your questions may be of interest to the retailer but not to the customer. He bought a ring. Two diamonds have fallen out. I've made the assumption that he is an honest person and the ring has not been abused, just normal use. He wants the ring fixed. The details are not of interest to him.

[Man On The Clapham Omnibus]

I have never had a run-in with a jeweller (no dosh!) but I agree with Norman's stance apropos other retailers. I find that these days shops are far more au fait with consumer law and generally do not argue. Back when my kids were school children I had a real humdinger with a shoe shop over my son's shoes. Only a fortnight old and falling to pieces! Mention Sale of Goods Act, 'merchantable quality', and 'fit for purpose' was almost as effective as abracadabra. No shouting, just a firm and audible voice.

[James]

James. I did say "I would take it back to the retailer and politely ask what can be done.".

So, what do you suggest he does if they start making excuses. Walk away and forget it!

I've been serving customers for 40 years and have never given any of them reason to get to stage 2.

However I've been put into stage two many times by others.

With all due respect your questions may be of interest to the retailer but not to the customer. He bought a ring. Two diamonds have fallen out. I've made the assumption that he is an honest person and the ring has not been abused, just normal use. He wants the ring fixed. The details are not of interest to him.

Oh jesus! the details are of interest to me in trying to give him the best advice without All of the facts it is imposible to advise corectly!

And with respect you dealt in car parts etc which is a million miles away from jewellery, I am a retail Jeweller and not some high street store that hasnt got a clue what there doing I design manufacture repair alter etc therefore my questions are in the interest of offering him the best advise possible before he makes a decesion one way or the other.

You are making the asumption that they will make excuse's and try to fob him off. they may not. Im not trying to get in a fight all I am trying to say is too many people think that just having a go at the retailer will force them to move heaven and earth for you THIS WONT WORK!

Now all that said, picture 1 tell's me all that I need to know, but I would like just a little bit more info what are the hallmarks in the back of the ring can you tell me what they are or does it just have stamped "950" there's a b****y good reason why I want to know.

Also I can see imediately from image 1 why the stones have fallen out the mount I expect is foreign (hard to say without seeing it) but it has been manufctured to a very low standard! the whole inside section of the shank has been hollowed out to save weight and therefore money BUT this also means that the ring just isnt as strong as it could be also look under the head where the stones are set same thing almost no metal there which means that the stones are sitting on a seat which is very very thin look at the back of one of my 1/2 ET'S for example (camera not working pic on the way!)and the diffrence is clear this is always going to be a problem with this setting and due to the weight of metal the ring could just fold if caught in a door etc you will have an ongoing problem with this ring and my best advice is take it back and request a full refund and go elsewhere, how much did you pay for this? and by the way six weeks is way to long for something like this which is a standard mount and cast I handmake in around four weeks including assay and if push come to shove I can do it in seven days and im not talking working days.