Complaint Review: Durham Jewelers

I would like Durham Jewelers to refund $20 for the diamond kept by the company when they repaired my fiancees engagement ring. On March 29, 2003, Durham Jewelers completed work on my fiancees engagement ring. The charge was $30. The original repair was to replace two side sockets on the ring with red rubies. Since one diamond had already fallen out, Durham Jewelers removed only one diamond to do the repair. However, they did not return that diamond to me.

On May 9, 2003, I requested Durham Jewelers to replace the two red rubies with two diamonds since my fiance had changed her mind about the color of the stones. Ms. Christy Danielle Forrest, the owner, looked at the ring and said 90 dollars. I told her that one diamond was not returned to us. She was surprised and said, we did not return that [the diamond] to you?.

She agreed to charge $70 to replace the rubies with diamonds. I asked for the breakdown of the $70 price. She said, $20 for each diamond and $30 for the service. I responded that since Durham Jewelers had kept one of the $20 diamonds, then the price should be $50. Ms. Forrest responded curtly, Oh, the service is $50 and the diamond is $20. Puzzled, I asked how could the service charge change from $30 to $50 from one moment to the next. With condescension she responded, We can charge anything we want for service. Therefore, I requested a further discount on the service charge. She handed my ring back to me and said, Why dont you find some place cheaper?

I then agreed to the $70 price and filled out the required receipt form. Next, I asked about a guarantee in case the diamonds fall out. She said Durham Jewelers can guarantee it for a year. I asked that she include this in writing on the receipt. With increased tension in her voice, Ms. Forrest said, I am not going to put it in writing. I will honor it because I am the store owner. I proceeded to explain that it would be hard to prove that she said a guarantee without it in writing. For the second time, she handed me back the ring and said, Mr. Reyes, why dont you take your business elsewhere? Maybe you will find it cheaper elsewhere.

Shocked, I left the store. It is unfair for Durham Jewelers to refuse servicing my ring when it will be impossible for anyone to charge a lesser price since Durham Jewelers had not returned one of my $20 diamonds. Furthermore, there is no excuse for the rude, condescending customer service I received by Ms. Forrest. I have taken my ring to another jeweler. It is only fair that Durham Jewelers to return $20 to me for the diamond they kept.

J
Durham, North Carolina
U.S.A.