Don’t let the lifetime warranty lull you into a false sense of security.
This happened to me with a custom engagement ring my husband had made. After they resized the ring we had issues with the center stone rattling. They implemented some band...
aid fixes of tightening the prongs but nothing that solved the issue long term.
After the second or so time we sent to have the stone secured, they claimed said a prong was damaged, which we didn’t see, but after multiple tightenings it’s possible it was weakened so we sent to them to repair. Fast forward a few months ago when my center stone would spin in the setting, rendering it unwearable or risk the stone coming out entirely.
When I reached out to them to fix under the lifetime warranty, they said the issue was not in their construction, not in the multiple times they tightened the prongs, rather in excessive wear and tear. For context, I work from home, I do not work out or do anything that would cause damage to the ring, so when I clarified this to them it was immediately shut down, not standing behind the initial work or the repair.
They pushed to remake the ring entirely but with a lesser quality, harder metal for $1,500. Would have been nice for them to recommend that at the time my husband was working to make the ring with them but they went for the upsell over the longevity of the jewelry.
I was also told that the ring should be brought in for yearly maintenance. When I told my friends this it was all round shock and confusion that a ring we spent that much on was so fragile it required regular inspections.
The sales manager said that she takes her rings off as soon as she gets home to protect them from harsh conditions like “washing dishes”. If we had known that we would have taken our business elsewhere to a company that stands behind their work, has quality products and doesn’t deflect responsibility when it comes to standing behind their promise.
I’m sure there will be a rebuttal below shortly, explaining away why they won’t fix a product they custom designed so please take that with a grain of salt when making a very costly decision on where to spend your money for what should be a forever piece of jewelry.