Reply from MiaDonnaSep 17, 2015
Hi Theresa,
Thank you for taking the time to leave us your feedback. I’d like to apologize that you did not, in your opinion, receive the service or product quality we’re known for.
I’ve taken the time to read your review to ensure I have all the details correct. I also spent this morning with our Personal Shoppers to gather the facts regarding your order, reviewing email logs and order notes, in an attempt to see where we went wrong and how we can remedy the issue at hand. As a company we take immense pride in our customer service, so even the smallest issue is scrutinized over.
I am afraid in this instance, I am behind my team’s decision entirely. Here's why:
We stand behind our product, which is why we offer our Lifetime Guarantee on the Diamond Hybrid® center stone. Under this guarantee, we will without question cover any color change or chipping due to manufacturer defects, as seen by the naked eye, for the life of the Diamond Hybrid in ordinary conditions. Just as with any natural Ruby, Sapphire or Emerald gemstone, normal wear and tear is excluded and should be expected. While the Diamond Hybrid is incredibly hard, it is not indestructible, therefore it must be treated with a level of care. This guarantee is clearly communicated on our website: http://www.miadonna.com/t-guarantee.aspx.
We also provide complimentary cover against accidental damage so you never have to pay full price for a replacement stone if accidental damage were to occur. Had your stone chipped or changed color/clouded internally, it would have been immediately replaced.
In the case of your center stone, it was evident upon inspection that the stone itself had been severely abraded on the external surface, damage that can only be caused by excessive rubbing and/or scraping. Further more, your ring had visible evidence of significant wear on the metal either side of the center stone. While the scratches on the ring could be removed through polishing, this is not something our guarantee will cover. However, I did see that we offered to complimentary polish the scratches out during the center stone replacement.
I'm afraid I cannot find any fault in the way in which this case was handled. The emails from my team were sincere, understanding, accurate and detailed. We even took the time to photograph your ring to help visually communicate what we saw and why this damage wasn’t covered under our guarantee.
As for your comment regarding "threats" being made, this statement is not accurate. I’ve included the exact exchange for future readers to review:
You: “If the warranty does does not cover a replacement of the stone, please return my ring and I will make sure that I do everything to make your future customers aware of the poor quality and warranty service MiaDonna has shown me.”
MiaDonna Personal Shopper: “Regarding your comments on making sure future customers are aware of the poor quality and warranty service, would you like me to have the MiaDonna General Manager contact you to discuss these threats? If so, I would be happy to forward your information along to him.”
We encourage honest reviews and opinions and believe in 100% transparency for all consumers. Your opinion, favorable or not, is your opinion, however stating that we threatened legal action is simply not true. From the email exchange, it actually sounds like you are the one providing us with an ultimatum (or threat).
I'm really sorry it has come to this online exchange, and if I’ve misinterpreted any of your review, please feel free to contact me anytime on 503.336.1581.
Kindest Regards,
Andrew.
