In May I purchased a ring from Columbian Emerald International in the Bahamas. It was a beautiful ring and the sales associates were very nice. The trouble began one week later when I noticed two of the diamonds missing from the ring.
I promptly notified customer service and Melissa Gonzalez contacted me (June) asking me to fax her my receipt, which I did. She stated that she would send me a claim form with directions where to send the ring for service. I never received the form or any email back from Melissa. So I called the company and was told "she is no longer with the company". Raeesha Reems then stated she would email me the forms and directions were to send the ring (July). I had to send the ring (via registered mail to their Florida customer service department), claim form, original receipt and a letter very clearly stating that I no longer wanted the ring originally purchased due to concerns of the rings integrity but rather another stated ring and would pay the difference. I also highlighted in bold that I needed it in a size 8.
I finally hear back from Raeesha and she tells me she would have the ring for me shortly. She calls to verify my address for shipment in the beginning of September. I asked her to make sure it was a size 8 and it was not. She then tells me a size 8 would have to be special ordered. Fine, just get me my ring. This was September 3rd. I followed up with her at the end of September, and of course "she is no longer with the company".
I then started working with a Customer Service Leader named Sarah Leinberger (October 3rd). She said she would follow up a get me a status update on my ring, but first I needed to send another copy of my receipt as they had lost the original plus the copy originally faxed to Melissa in June. I faxed another copy. MY concern was of course did Raeesha - prior to her exit - ever special order my ring?
I don't here from Sarah for a while so I asked her on October 18th what the status update was. She tells me the ring is due to them by December 12th!!! So 6-8 weeks now means 14 plus weeks? Then another customer service rep, Kevin Hamlet (around Nov 20th) called to state my ring was ready for shippment and he needed to confirm my address. But after he looked into it further he realized that the ring that was delivered in November to them had to be sent back because it was the original ring design in a size 8 alas, but it was not the new style I had ordered - that is why Sarah had told me December 12th. She failed to mention that they made another mistake.
So, feeling like a total loser, I decided to wait until December 12th for the right ring in the right size. Guess what - it never arrived. I called Sarah and she now tells me that the manufacturer of the ring is very behind and it will take another six weeks! This started in May.
The final blow came when I told Sarah to refund my money by the end of the month or I would lodge a complaint with the Better Business Bureau, my credit card issuer, the CEO of Colmbian Emeralds and my attorney. Somehow my ring is miraculously ready to ship. She promises to send it to me for Friday delivery, the 28th. Well it didn't come then, it didn't come Saturday and now I am praying for Monday the 31st (of December...). There is more to this story but I'm sure you've heard enough. Just pass by their store if you see it!
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