Complaint Review: The Jewelry Exchange

We ordered a three stone ring with white gold in the front and yellow gold in the back from The Jewelry Exchange in Sudbury. I stopped by the store two weeks later to correct the sizing of the ring and conform that the setting would be two tone, because they had abr. and wrote W/G, the sales person looked at the receipt and said that was correct.

After six weeks of waiting the ring came in. My husband picked it up and signed for it. We realized the setting was not done as ordered or correctly. It was all done in all white gold, not white and yellow as we asked. The ring was also not set correctly. The center stone was set to high (the sales manager agreed), with a different setting then the side stones not what we were shown. We called the Jewelry Exchange the next morning to tell them of the problems. They say they would not or could not reorder a setting as ordered. They could cut that one up and fix some of the problems but not all. When pushed they offered a exchange at a loss to me of setting fees although they made the mistake.

I did not want anything else in the store. I just wanted the setting we ordered. They will not make this right because when my husband picked up the ring he signed the receipt which said no returns, no exchanges. I offered to keep the stones and just get reinbused for the setting and fees returning their setting. Although most of the cost was the stones, they were not willing to make the ring as ordered or give me the cost of the setting and fees, so I can have the stones set by someone who knows what they are doing.

I feel the Jewelry Exchange has deceptive practices. Now I am stuck with a ring that is not wearable or the expense of fixing it somewhere else.

Arlene
Natick, Massachusetts
U.S.A.