My husband purchased a beautiful pair of diamond hoop earrings for our 30th anniversary 3 years ago, after several weeks I took them back because they were not hooking right. Within a few weeks a stone fell out, back they went and since we had purchased the insurance a new stone was set in.
Well we continues to return every 6 months for the check ups. On one occasion the gentleman said he would check my 20 year old sapphire and diamond ring. After cleaning and inspecting it he noticed a tip missing, we agreed to send it out for repair, first mistake, When it came back my sapphire stone was cracked! Well they sent it back to have the stone REPLACED. Second mistake, they never replaced the stone but moved the prong over to cover it. Well we took it elsewhere to be reset and brought them the bill. All they would do was give us a store credit.
Now three years later the hooks on the diamond hoops will not hold the earrings closed. After much assurance by the assistant manager we let her send them to be repaired. You guessed it they came back minus a stone. After much go round with the manager including offering to trade even for a pair the next size up with more carats. I told her I needed to talk it over with my husband.
When I called to inquire when both managers would be there so we could talk to them, the manager called back and said she did not want us to come in but to call her district manager and talk to him. Hmmm... Do you think maybe she does not want us in there because we might get loud and the other customers will be turned off. We will be going in and calling her district manager.
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