Brian Gavin Diamonds

I sent my custom platinum engagement ring, made by Brian Gavin less than 8 months ago, back to them so they could create a matching wedding band. They offered to clean and polish it while it was there — something I appreciated… until the judgment started. Instead of returning it polished, my fiancé received a call — which I overheard — where someone described the ring as “very dirty,” asked if I “use lotion,” and repeated the condition for nearly five minutes. The tone was unnecessarily critical and completely off-putting. Then came the follow-up email, which made things worse. Here's what they wrote, word-for-word: “The piece appears to be coated in heavy grime, that may contribute from lotions or hand sanitizers. I understand she also enjoys cooking, which could contribute to certain substances building up over time… We will need to refill metal in 10 spots, fix dents and recondition the piece back to new. The price for this will be $185.” They even suggested I “analyze certain situations” before wearing the ring — as if I need to plan my life around protecting a platinum band from normal daily activities. Let’s be clear — this is a platinum ring, a highly durable metal, worn with care for under 8 months. If it truly needs gouge filling and dent repair that soon, that reflects either poor craftsmanship or an attempt to justify an unnecessary upsell. To be fair, I reviewed the photos they sent (attached here for others to judge). Even with high contrast and unflattering lighting, what I saw looked like normal wear — not damage. Yet they stood by their assessment, despite being the ones who offered to clean the ring in the first place. What made this worse was the follow-up from their Director of Sales, who acknowledged none of the concern or tone, and instead doubled down on the damage claims. No accountability, no reassurance — just more insistence that the condition of the ring was somehow my fault. This experience has permanently changed how I view this ring. A piece that once held deep sentimental value now feels emotionally scarred by the way I was treated. I canceled the wedding band, requested a refund, and will be having the ring assessed by a jeweler I trust. I used to recommend Brian Gavin. Now I won’t. If a $42,000 ring can’t withstand basic wear without judgment and repair recommendations — and the company can’t take responsibility — that’s not a luxury - it's a warning. Be cautious. I won’t be back.