ComplaintsforGage Diamonds LLC

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 2 watches July of 2022. (BTW just reporting now as I had to travel out of country for work, now returned)Received empty boxes on arrival via ********************* of the issue, and they just gave me the run around instead of providing replacement watches.Back and forth email chain of at least 10+ messages. Ending with me following up 3 separate times with no response. Last advice they gave me was to file a complaint with ***** which I did. ***** advised they have a contract with this business and all complaints must come from them, not a customer.I let them know that and they then asked for my case number I filed (again just to delay, maybe they thought I was kidding about filing)Then that was last message, me providing case number and a screenshot.After that is when I sent 3 more follow ups.Nothing. No response. No more action from their end, which is not right and ridiculous.Please help and thank you.

  Business response

  04/06/2023

  This issue was from an order placed in April of last year, 2022. The employee that worked with the customer in May of 2022 Is no longer with the company. We did file a claim with ***** (C-104565789) and found out a few months after this issue that our company and over a dozen customers were victims of theft by a ***** employee. We were and still are unable to offer the customer a refund as they have made two purchases through our financing partner ******** - one purchase is for the referenced package that is missing two watches, and another through a sister brand for an additional two watches, and the customer is past due almost 9 months for both purchases. The customer has only paid $287.76 of $1780.00 for the order in reference to this complaint and has only paid $224.55 of the $1,852.00 for the other order. Our financing partner will not refund the customer the $287.76 until they are up-to-date on their loan agreement for the other purchase. We have notified the customer of this.

  Customer response

  04/06/2023

   
  Complaint: 19902918
  
  I am rejecting this response because:

  
  

  Like I mentioned I contacted ******** as well at the time with no response as well. I want a replacement of the watches I never received. ******** is YOUR partner company. You work together to rectify this issue. 
   
  Sincerely,
  
  ********************

  Business response

  04/07/2023

  The customer financed 2 watches from ********************** (using ********) and 2 watches from grace **** our sister company (again, using ********.) The customer has only paid $224.55 of the $1,852.00 total for the watches they have in their possession from grace **** Until the customer is current on their payments, per the contracted loan agreement, we cannot send replacement items. They have only made payments totaling $287.76 of the $1780.00 for the watches that were stolen in transport. The customer is 287 days past due on both loans for these purchases. Once they pay ******** the past due balance of $1,646.85 owed from the past 287 days, we can refund the amount of $287.76 or send replacement watches.

  Customer response

  04/07/2023

   
  Complaint: 19902918
  
  I am rejecting this response because:

   

  I don't care about you trying to make excuses with your sister company.
  Replace the watches I did not receive. I was racking up balance for those as well while I did not have them. That is not how it should work.
  You expect me to pay/do business with you/your sister company when I've already been screwed? No thanks.
  Also - I didn't say refund, I said replacement. But either way, I never had those 2 watches.
  And not is it only the easiest way, but the RIGHT way to fix this issue is IN ORDER. Which is me receiving the watches first which I have not.

  
  
  Sincerely,
  
  ********************

  Business response

  04/07/2023

  The customer did not pay for the watches, so we are unable to provide replacements. 

  Customer response

  04/07/2023

   
  Complaint: 19902918
  
  I am rejecting this response because:

   

  Like I said, this should be rectified how it originally should have happened.

   

  1. I made initial payments required

  2. I get watches (didnt happen)

  3. Monthlh Payments continue

   

  See where we are? Step 2. Then we can move forward.

   

  Thus, response REJECTED. 

  
  Sincerely,
  
  ********************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased necklace before 11/20/22 and was told it would arrive 12/07/22. No merchandise has arrived.

  Business response

  02/23/2023

  Hello,

  In reference to Complaint ID ********, our system flagged the purchase as fraudulent as the shipping and billing address did not match, both of which were PO boxes (which we do not ship to) and when we requested proof of billing the customer ceased communication. Please find detailed timeline of our actions regarding this complaint as well as supporting documents below and attached.

  11/17/2022 Order Placed

  11/18/2022 Gage Diamonds reached out to customer requesting proof of billing

  11/18/2022 Customer provided new address but no proof of billing

  12/13/2022 Gage Diamonds received notification from BBB if customer complaint

  12/14/2022 ********************** issued full refund to customer

  Best Regards,

   Gage Diamonds Concierge Team

  165 ***************************************************** 60654 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a ring. It is beautiful. I fully understand that this company does lab grown diamonds. I had the ring looked at and i am being told the stones arent even lab grown diamonds they are moissanite. The company insist that this is incorrect but refuse to look at the ring that they sent me!!!

  Business response

  07/11/2022

  Hello, the customer contacted us after receiving their item (a 14K white gold lab-grown diamond eternity ring,) stating that they took the ring to **** shops and the **** shops told the customer that the stones were not lab-grown diamonds, they were moissanite (a gemstone.) We asked the customer to show us documentation from the testing that these companies completed that showed the stones were not lab-grown diamonds and the customer could not provide them. I have attached the following documents - 1.) Email communication with the customer requesting the documentation. 2.) Customer's orrder information 3.) Product listing on our website 4.) Product information and proof that stones are lab-grown diamonds from our vendor (*******). 

  Customer response

  07/11/2022

   
  Complaint: 17530945
  
  I am rejecting this response because: it is not these other businesses responsibility to show what kind of products this company is selling. It should be completely ************** grown diamonds and moissanite are two totally different stones and it is not what i paid for. Ive gone to Diamond Direct and the Diamond Exchange and asked for what Gage diamonds is asking for for documentation and they will not provide it. I paid $2700 for a ring that i am being told is fake. I feel like this company knows what they are doing and that is why they wont send the shipping label so i can send the ring back. I simply just want what i paid for or my money back. That request isnt too much and it is fair!
  
  Sincerely,
  
  Vernysha *******

  Business response

  07/18/2022

  Hello, in response to your request for documentation, please see attached. Our vendor has provided a signed letter from their Senior Gemologist stating that the item purchased contain lab grown diamonds and not moissanite. 

  "******************. is offering Laboratory-Grown Diamonds (LGDs)since 2016.
  As part of its zero-tolerance policy for undisclosed LGDs, since 2018, the company runs one of the world largest diamond screening operations on all its diamonds, of both natural and lab-grown origins, to confirm their identity. The operation includes a fully dedicated in-house GIA ***** analysis service run by GIA ********* and 63 diamond screeners and advanced instrument machines run by ******* associates and gemologist specialists. Every stone,from *****mm is screened by at least two technologies.
  Some of ******** LGDs vendors, mainly those that grow diamonds using the **** method, are using a modified technique. They add an element called Boron into the original growth mixture to improve the quality of the end-product and increase efficiency of the process.
  Recently, scholars reported that this modification may cause LGDs to slightly change their properties and react differently to some testing devices.Several reports specifically stated that these products might be falsely identified as a moissanite mineral, commonly used as a diamond simulant, by thermal and electrical conductivity probes (known in the trade as diamond testers).
  Please refer to the link below, published in the ******* of ********* (one of the worlds most important scientific publications of gemology), for more information:
  https://assets.stullercloud.com/das/105192024.pdf
  
  ******* is aware about this issue and, therefore, avoid using these old diamond testers in its screening operation. Instead, ******* teams confirm the identity of all LGDs using state-of-the-art spectrometers and imaging devices, as done in leading gemological institutes.
  Unfortunately, although ******* pushes to encourage awareness about the irrelevancy of diamond testers in testing of LGDs, many jewelers and **** shops are still relying on these old tools. The truth is that,as these tools were invented 50 years ago, their technology simply cannot comply with the current market products."

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