Complaint Review: Shanaz Jewelry - Los Angeles California

I saw a wedding band I liked at Shanaz Jewelry, 655 Hill Street, and decided to buy it. The band on display needed to be ordered in my size, and the owner sent for the sized band. Bands come in size 4-12, and are not considered a 'special order' unless out of this range, or if bandwidth is changed. We ordered a size 5.25 band, comfort round fit, brushed white gold center, and two inlayed high polish white gold lines. I paid cash after a lengthy discussion of voiced concerns, and product reliability. She assured me any and all errors could be made right, and I would be 100% satisfied with my purchase. I felt it was simple, as I saw the band and ordered it form the case. No problem. When I came to pick up the band, it was not at all the same as the one that I had originally ordered. The face was different with two thin cut indented grooves, a lighter hollow feel, and a skinnier face width. I showed her the differences between the floor model, and the ring in hand, and she disputed their obvious differences. My fiance came in to look and agreed that they were completely different bands. Although the owner believed the rings were the same, she said she would send it back to be corrected. The second time my fiance came back the band was unchanged, although the owner stated that she had sent it back and it had been changed to the one I had originally chosen. Again, my fiance asked to compare the rings, but now the display model was gone. I came in to point out the face differences, and the weights. She said she would try one more time and if we were still dissatisfied she would refund us for the band. I returned for the third time to find the ring still incorrect. This time, the ring face was similar to the original, but the height and width were grossly out of proportion. The floor model was back, and upon comparison the faces did look similar. The new band, however, was a flat cut band, very thick on the sides, very wide, and not a rounded comfort fit edge. I had two people with me who were able to see the very obvious height and width differences of the two rings. Consequently, I asked for the refund, which she had promised me. She refused stating that she had already lost money on the transaction (by ordering two rings) and no longer wanted to do business with me. I explained that I did not want to pay for a ring that I hadnt ordered, nor was it my fault that she had to order two rings. She stated that the rings were the same, and I didn't know enough about jewelry to tell her any different. My friend stated that the rings were pretty obviously different, but that the owner could prove us wrong by measuring them. The owner stated that she had nothing to measure with. She explained if it seemed thicker it was because when they make a ring smaller they squeeze the bigger ring into a smaller circle and it is thicker than when they start. I stated that I had seen rings in my size in other places that were not thick like this, and I was under the impression that they didn't make a big ring into a smaller circle, but, instead had it cut or hammered into the size being made. I was adamant that I would not take the band and wished to be refunded. The building security officer was standing close by, and she waved him over at that time. She told him I was disturbing the customers and making a scene, and to have me removed from the store. Neither my friends, nor myself had raised our voices at this time. I tried to explain to the security what was happening, but she was interrupting, hastily explaining that we were crazy customers, whom she had ordered two exactly correct rings for. She stated that I had seen another ring another place and wanted it, and that was the actual issue. The owner admitted that she had said we could get a refund if the ring was wrong, however, it was not the wrong ring, so I could not get any money back. She then stated these rings were special orders, and there were no refunds on special orders either. I asked how they were special orders exactly, and how no one had explained I was getting a special order? The answer was related to sizing issues. They didnt have anything in a size 5, so it was automatically a special order. My fiance spoke up and stated that if we were receiving a special order no one had ever told us this, and we were told we could get a refund if it was wrong a third time, and it was wrong. Period. She explained to the security guard, that this was a lot of money she had lost, and these two rings were ordered because I was picky and didnt like anything. She turned to me and asked, How is it you are to be married? You are so picky you will never be good. You shouldnt be getting married. I couldn't get a word in, and my friends' jaws were agape. I was appalled. We asked to speak with a security manager, the building manager, anyone who could resolve the matter, to no avail. The District Security of Los Angeles rode up on their bikes, after we requested the call, and came in to chat with us. The District Security Manager asked her to measure the rings, and she refused, stating that she didn't have to do anything for us. One of my friends replied, "You won't measure them because you know you are wrong! At that she pulled out the measuring device and started to evaluate the sizes. The Security Manager looked at the numbers and stated, "The width IS different for that one..." She quickly put her equipment away, stating again that she didn't have to prove anything to us. I asked if we could just have the measurements for small claims, or documentation of the order numbers that were used, so we could resolve the issue. Again, I was denied. District Security advised us to call LAPD for resolution, thinking they could get the information we needed to prove the wrong order had been received. They also explained that they had numerous complaints from their customers that had been promised refunds or cash back if things were wrong, and, unfortunately, this is how they gain your confidence to buy. The store gets you to buy the product on a verbal promise of refunds and cash back if unsatisfied. The store then orders a cheaper product, sometimes obviously incorrect altogether. Unfortunately, there isn't much to do but cut the loss, and complain to the BBB. He said, "Not many people complain due to the nature of the loss, and the written receipt stating NO REFUND. It can be intimidating." As we were finding out. When we brought up small claims court she laughed, and stated that there was no way to prove anything. She wasn't going to give us a measurement, nor any orders of the original ring. I asked if she had the order numbers and she said "There are none, I do it all from up here," she was pointing to her head. Never buy where in writing it says No refund, even if the store seems legit and the owner is being really nice. Things can turn ugly when your item isn't as promised." the District Security Manager stated. LAPD had the same story. "You can flag down a black and white anytime and ask us about the reputable stores in the area, the Jewelry District is full of deals, you just have to know where to look. Definitely not this side of Broadway! He smiled, and shook his head apologetically. "Unfortunately, I can't force them to measure the rings, or provide documentation of the orders. Sorry." So was I. After two hours with the store security guard, the LA District Security and the LAPD, she continually refused to provide documentation of my order, measurements of the bands, nor did she refund my money. The store security guard told us the dispute had to be taken elsewhere, and we continued outside of the building until it was apparent we were getting nowhere. We left with the wrong wedding band, without our cash, and without any written proof.