Complaint Review: Decor Jewelry - Chesterfield Missouri

Deceived and Betrayed by Décor Interiors and Jewelry

In June of 2013, I purchased a $20,000 EGL certified loose diamond from Décor Interiors and Jewelry in St. Louis, Mo. and brought it back home with me to the DC area to shop for a custom setting.   I put my trust in Décor and the sales associate’s statement that:  “Joe (the owner) said it was the most beautiful princess cut diamond he has ever seen,” a confirmation of the quality I thought I was purchasing. 

After shopping extensively to select a jeweler to make a custom setting, I took the diamond to the jeweler I had selected.    He immediately pointed out that the clarity grade of the diamond was not the SI2 reported to me by Décor, demonstrated to me that it was two grades lower, and encouraged me to contact Décor to resolve the problem.  He suggested that if Décor was not responsive, I could report the case to the Jewelers Vigilance Committee (JVC) for investigation, and work with them to resolve the matter.  JVC is a nonprofit organization supported by members who promise to uphold the ethics and integrity of the jewelry industry.  The jeweler further stated he would not be able to sell me either a diamond or a setting because it would be unethical due to his recommendations.   Apparently jewelers who operate according to standard best practices really do not like to encounter deceptive practices by other jewelers that reflect negatively on the industry.   

When I contacted Décor to let them know I was not happy with the diamond and would like a refund, the owner stated I could not return it because it had been more than 30 days. When I filed a case with the JVC for investigation, they advised me to get an independent expert appraiser to examine the diamond and recommended a local appraiser with impeccable qualifications.     The independent appraiser thoroughly examined the diamond in my presence and compiled a complete report along with photographs documenting the extent of the flaws, a microscopic chip in the diamond (previously unknown to me and undetectable with the naked eye), and confirmed that the clarity grade of the diamond is an I2---two grades less than the SI2 clarity represented to me by Decor.    The appraiser stated that the microscopic chip was not the cause for and did not impact his rating of two clarity grades lower for the diamond.  He noted extensive inclusions that create internal strain within the diamond.  He further informed me that when EGL certified diamonds are thoroughly examined, they rarely turn out to be the quality claimed. The appraiser also suggested that the microscopic chip could be repaired for $250 or less.

JVC provided the independent examiner’s complete report on the diamond along with magnified detailed photos showing the exact nature of the flaws as well as the microscopic chip. Upon receipt of this report, the owner of Decor claimed that I chipped the diamond and has since attempted to use the microscopic chip as a “red herring” to distract from the obvious discrepancy of two grades in clarity. According to my understanding of consumer laws as they relate to the sale of diamonds, it is unlawful to sell a diamond that is two clarity grades lower than represented by the seller.

A mediator with the JVC attempted to negotiate a satisfactory resolution to the problem, but the owner of Décor withdrew from negotiations after making a final offer to allow me to return the diamond for a refund of the purchase price minus a $2,000 “restocking fee.” 

Filing complaints with the St. Louis Better Business Bureau and the Consumer Protection Division of the Missouri Attorney General’s Office proved to be a complete waste of time, as they both stated that the matter was related to Décor’s policies, and it would have to be resolved by a court of law.   When I hired an attorney and sent a letter requesting a full refund, Décor responded by restating their offer to provide a refund, minus a $2,000 “restocking fee”, which they now stated was for the chip in the diamond they claimed had been damaged by me.  

Since purchasing the diamond, I have kept it thoroughly wrapped and stored in its original protective wrapping inside the ring box provided by Décor.  I did not take the diamond while shopping for a custom setting, no attempt has ever been made by anyone to set the diamond, it has never been worn and has not been handled or shown to others---not even to friends or family!  The diamond has been stored safely either in my bank safety deposit box or that of the independent appraiser.  It was chipped when I purchased it, but not known to me until the independent appraiser examined it.  I had attempted to view the diamond under magnification before purchasing it, but Décor’s equipment was not working properly, I had no idea what I was seeing and the sales person was not helpful in showing me the nature of the diamond’s flaws.  So I relied on Décor’s representation of the diamond as SI2 clarity grade---the most beautiful princess cut diamond the owner had ever seen.

My experience with Décor has been worse than my worst nightmare.  The trust I placed in them was betrayed; I was deceived regarding the quality of the diamond and I have since been treated poorly; denied fair treatment and even blamed for the problem.  Decor held to their standard 30-day return policy rather than admit to their mistake, take responsibility for it, and provide a full refund.  If I were to be reimbursed for the time and energy I have invested over the past 14 months, as well as the expenses I have incurred in attempting to resolve the matter in an amicable manner, the total cost would far exceed the $20,000 I paid for the diamond.  Oh, and by the way, since the diamond clarity is two grades less than represented, it is definitely not worth the $20,000 I paid for it and the EGL certification papers are worthless.  Diamonds with I2 clarity grade (I2) do not qualify for certification.  

Decor made a bad sale to me and my attempts to resolve it with them have all been a very bad experience.  I’m fed up and done trying to work with Décor.  I hope others can learn from my experience.