INCORRECT ORDER & SWAPPING OF UNAUTHORISED DIAMONDS WITH BEING THREATENED TO PAY FOR SOMETHING YOU AREN’T HAPPY WITH, WHAT CAN YOU DO?

INCORRECT ORDER & SWAPPING OF UNAUTHORISED DIAMONDS WITH BEING THREATENED TO PAY FOR SOMETHING YOU AREN’T HAPPY WITH, WHAT CAN YOU DO?

I work as a GIA Gemologist, Diamond Manufacturer and with many councils in South Africa. Our Brand has been listed with Lloyds of London in being accredited in an ISO 9001:2015 system that’s been in place for since 2017. We also work with insurance companies in order to provide clients, a replacement item from loss that was incurred. Were we instructed by Santam Insurance House (that’s one of the largest in Africa) to replace according the clients requests.

I cannot express the level of what I had recently experienced with this brand.

1. A request was made nearly 2.5 months ago. After month 1 for a specific bracelet crafted in platinum, was the order incorrect. With the best understanding. Upon arrival, did I share with the owner and MR Gökçer that the bracelet was incorrect. Because they had shared they are not ‘manufacturers of platinum’ did we understand had honoured and taken the incorrect piece made. They were paid in full. Assuring me that in 30 days. The new and correct bracelet will be made.

2. The second trip that was made on the 30th day, did I attain an understanding that a Jewel was not made. Costing the company a loss for the second time. At this stage, our client had become slightly upset. As we had shared the very same information as to what had been shared by Sade Is owner Mr Mustapha & Mr Gökçer.

Little did we know, that our client had informed our biggest account ‘Santam Insurance Group’. Did they revert that, that should our client not be satisfied, they will revisit our account should the job be not completed correctly.

3. For the 3rd time flying across to Sade Is (brand in turkey) not only was the flights astronomically high. But upon arrival did we notice that the bracelet was incorrectly crafted and not in accordance with the clients request (we have uploaded a reference screenshot from our client confirming this)

Was it insisted by MR Gökçer that ‘This is what we have and it is what you will take and pay for’

At this point, did we try to resolute with our client. However failed miserably!

We decided to take present the ‘Diamonds that belonging to the brand and requested it being set within the bracelet,

Natural Diamonds that were polished within our facility : 8 x 4.00mm (D - Colour) VVS Diamonds 17 x 3.70mm (D - Colour) VVS Diamonds

it was not until the second last day, a massive bill was presented.

We enquired. Why is the bill this massive?

In return, it was shared that the diamonds had been changed across (without my consent and authorisation by MR Gökçer’ by making reference, our diamonds that were presented did not fit and was the diamonds traded in on attaining Diamonds (that would be able to fit (to confirm, a picture has been attached for the reference size that was confirmed in the design - 0.18 CT (3.70mm)

I had confirmed with MR Gökçer, I NEVER REQUEST MY DIAMONDS TO BEING SWAPPED, AS WE HAVE NO UNDERSTANDING AS TO WHAT QUALITY HAD BEEN PLACED (do know, he has no knowledge of diamonds nor understanding in Jewellery)

Diamonds that were replaced : 17 x 4.10mm (G) Colour - VS to SI

I clearly shared, Im confused, did you just swap diamonds that are (D) Colour - VVS (Clarity) Diamonds for (G) Colour?

His response was, ‘YOU WILL PAY THE AMOUNT WHAT IS OWING’

After much time of back and forth asking to remove the diamonds from the setting.

Did he confirm he will not release anything and I WILL PAY FOR WHATS BEEN PLACED IN THE SETTING.

Did I pay the amount that was required for the bracelet, placing my head down and leaving. Alongside leaving behind Gold and another bracelet with value.

As soon as I had arrived, back my country, did I make mention to my client of the diamonds that had been swapped with (G) Colour diamonds from(D) which had been originally ordered.

the client had confirmed a 100% refund for the item on the basis of the Jewel not correct as to what had been signed for!