Complaint Review: Decor Interiors and Jewelry - Chesterfield Missouri

In response to this clients complaint,

My name is Joe Fredlich, I am the owner of DCOR Interiors & Jewelry. On March 17 of this year, this client purchased a ring from DCOR Interiors & Jewelry. The client writes that the ring purchased was platinum and that the stone weighed 1.25ct, when in fact the ring was 18kt white gold and weighed 1.01ct. In addition, $7500 is a significantly higher price than what the client actually paid. It is not my intention to embarrass this client, but clearly, some of the facts have been confused.

The client arrived at DCOR with the damaged ring and after examination we determined the head that held the stone was completely sheared off at the base, which is most commonly found after impact of some sort. Fortunately, our client had clear pictures showing that part of the head (the base of the prongs that hold the stone) was still attached to the ring, proof that the solder was durable and done professionally. We concluded that there was not a defect in workmanship, or an inherent defect in the ring.

In this complaint, the client explains that the insurance company said that DCOR should be responsible, as a ring of that value should last a lifetime. We all hope that our valuables could last a lifetime, but unfortunately, accidents do happen. At DCOR, we work closely with many insurance companies that deal with damaged jewelry. Although rare, it does occur. This is a legitimate claim, we offered to work with this client and their insurance company, but the client
informed the staff that the insurance company would not cover the damage. The only way that scenario would play out, however, is if the ring had not been insured.

The client stated that three other fine jewelry stores said the soldering was done incorrectly and the setting should never have fallen out of the ring. The client informed us they had written statements from the three jewelers, but when asked if we could read the statements, the client responded with no. Elton, a member of our staff, then offered to call or even to accompany the client to the jewelers and the client declined. We are experts and our conclusion has not changed, but we are willing to read any documents stating that the ring was soldered incorrectly. Are we not entitled to see the evidence that supports this clients claim?

In closing, at DCOR we pride ourselves on quality and service, giving us the reputation that brought the client in to begin with. I feel horrible for what has happened with this clients ring. Believe me, its the last thing I want to happen to a DCOR customer, but in a case such as this, the appropriate path is to look to the insurance company.

I would be more than willing to meet with this client regarding this complaint.

Thank you,
Joe Fredlich