Robbins Brothers Complaint
GLENDALE, CALIFORNIA -- Total dissatisfaction with customer service and ring quality. On two separate occasions within ten months, my white gold Rhodium-plated engagement band has cracked. Once in June ‘09 and another time in December ‘09. In addition to the band cracking, the prongs holding the 1c diamond constantly shift.
On the first cracking occasion I shipped my engagement ring (registered and insured) to your office for repair. When the ring was returned I noticed it had not been Rhodium-plated as it was before. Typically, Rhodium plating is common practice and considered SOP, however I immediately had to ship it back to California for Rhodium plating because RB forgot to do so. Your store did not reimburse me for the registered/insured shipping, even though it was the fault of your store and repair technicians forgetting to Rhodium-plate the band.
Following the second cracking occasion my husband called to personally express his dissatisfaction of the quality of the band and to inquire why a white-gold Rhodium-plated band would crack twice in such a short time. RB informed us that the band was “probably porous.” This does not seem like good quality after the money he spent there. During this conversation a RB representative said they would send us a pre-paid shipping label and box as to lessen the inconvenience and costs for having to ship yet another cracked band. A week went by and we still hadn’t received a pre-paid shipping label or box so we had to call RB again. Shortly thereafter a representative from your RB store phoned to get an address, even though our home and work addresses have been in the system since the last time they shipped the ring. When we finally received the shipping label (no box), my name was wrong and the representative indicated to hurry up and ship it out the next day “because of insurance purposes.” RB also indicated at that time that the reason for the band repeatedly cracking was possibly due to the European/flat shank on the bottom and that a round band would probably not be prone to more cracking. Reluctantly I agreed to a round band this time, even though I prefer the European/flat shank look and feel of the band and it is not what I initially wanted. That was a disappointment. Approximately 1 week later a RB representative emailed indicating they were shipping my engagement ring out for next-day delivery to my place of work in downtown Chciago, but it never arrived the next day (and I stayed late at work around the holidays to sign for it). Instead, the box containing my engagement ring was shipped to my mother-in-law’s house in an entirely different city at least 30 miles from Chicago. This was yet another inconvenience we experienced having to pick up the ring because it was in another city and I do not own a car.
After retrieving the repaired engagement ring from the box that was shipped to the wrong address, it was too big for my finger. So now we need to get it re-sized. Note that I had initially included the ring size and contact details in the original shipment of the cracked band. For the resizing we brought it to a Helzberg Diamond store in Chicago, which was previously agreed to by a RB store manager. At the time of resizing, Helzberg was unable to locate our names in the system and we had to explain the entire situation and backstory as well as reproduce more receipts and ring information, as the RB manager neglected to inform Helzberg or our arrangement.
In October 2009 my husband’s titanium wedding band needed to be resized. RB indicated that they could not re-size it, but that a whole new custom band would need to be manufactured, incurring more costs for us. He was not happy. He was told at one point that his band would arrive in the FedEx box along with my repaired engagement ring, but his band was not in the box. When he finally did receive his new ring this past week (which was shipped to the wrong address), it was still too large for his finger.
We are truly unhappy and beyond frustrated with the lack of customer service at RB, not to mention the obvious poor quality of the bands. It is an inconvenience having to ship the rings back and forth for all the ongoing repairs. It has been one long, ongoing let-down and RB cannot get it right or follow instruction. We fully regret having bought our engagement and wedding bands from Robbins Brothers.