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365 diamond Complaint - Terrible Customer Service - Diamond Engagement Ring
365 diamond Complaint

365 diamond Complaint

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Terrible Customer Service - Diamond Engagement Ring


My fiancée purchased my engagement ring from 365 Diamond in February 2010. The ring arrived with the diamond offset in the ring. It was returned to be fixed. When returned the ring appeared to be ok so was worn. A few days later the diamond was found to be loose and could be moved back and forth. A refund was requested from 365 as we had lost confidence in the ring. This was refused as 365 Diamond said their policy was to only refund on unworn rings even if faulty. The ring was returned again to be fixed and sent back to us, the diamond was still loose. 365 Diamond actually at one point insinuated that we may have loosened the diamond ourselves. This is disgusting and I believe the service from 365 Diamond to be the worst I have ever experienced. The ring has been returned this time with a blank compliments slip and no one at the company felt it appropriate to apologise for any of the upset caused. Unbelievable. In my opinion people should not use this company for such an important purchase.


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Comments


rowles says: (8 years ago)
 0
This was an isolated incident which was very unfortunate, below is a copy of the email we sent to the customer regarding their complaint:

Hello Anna

Thank you for your email.

I am aware of the ring in question and yes I do agree you should have received an accompanying letter with the postage refund, so I apologize for this.

However, if you speak to Stephen he should be able to confirm that telephone/email correrspondence was made when the ring was returned the first couple of times of which we have copies of with his paperwork. We also tried to call him on 2 occasions and have notes of these dates.

I can assure you that we did not insinuate that you ‘loosened the diamond’ but did mention that if the ring had been knocked even without realising the diamond can be dislodged particularly with a tension style of setting.

All of our rings are handmade to order to the highest standard and it is very unfortunate that you have experienced problems with the setting which is now rectified. We are happy to extend our 3 year warranty from today.

Please do not hesitate to contact me should you require any further assistance.

Regards

Rachel
www.365-diamond.com




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