I sent in my 1.75ct ring in for auction. The highest-bidder was well below my reserve price, so I asked for the ring to be returned. Once I received the ring back, I took a quick look at it before putting it in storage, only to realize it was not my original ring. The ring I had received didn’t have my personal engraving, marking on the platinum band, serial number on the diamond and was a much much lower quality stone. The stone I sent in was purchased for $20,000 and a very good in color, the one Worthy sent back was yellow and worth approx. $1,500 retail (what my jeweler advised). Immediately, I checked the reviews here and noticed the ONLY place there are reviews are here on Trustpilot, they "assure you" that your jewelry is safe, the insurance has some very shady fine print, they give generic responses that do not accept any responsibility for their lack of professionalism and customer service has a lot to be desired. After weeks of poor communication, their team failing to follow up or call back, stating to me I was "wrong", Worthy promising me this could never happen due to company policy, cameras and security, they recommend I go to a number of jewelers to verify I had been mistaken.Turns out, I was NOT mistaken and after weeks of frustration, time and energy they said they "might" have messed up only AFTER I said legal action was my next course of communication.1. Stating this NEVER had happen was FALSE, due to other reviews here and confirmation from their team after it was proven to happen to me. 2. The lack of communication, keeping their word, time it took for follow up when promised and me chasing them down for answers was highly unprofessional.3. Being told to go to jewelers, get verification and take time out of the office was extremely disappointing. As a business owner myself, I support our customers, we don't make it more difficult for them when we make a mistake, we don’t lie and we don’t THEN expect them to do the work for us. To date, I have not received my original ring back or compensation for my ring. With pending legal action, they have finally connected me with a lead jeweler and waiting for an update. UPDATE: After being connected with the lab director, things were professional, communication was good and we did find a mutual understanding of a zero commission sale and a $200 dollar gift card which was a joke, but he said that’s the best he had the authority to do and frankly I was tired of the whole ordeal and just wanted this whole thing to be over.Advice to Worthy: You can’t make everyone happy and mistakes do happen when running a large company, but the lack of responsibility, lies and energy it took to resolved this matter was 100% unprofessional. The amount of systems of follow is ridiculous, the compensation is pitiful and the fact the only person who ever had professionalism was the lab director, which only got involved after I communicated legal action shows the lack of consideration for your customer. He didn’t even have the authority to give much compensation for my troubles. Give him the authority to make customers feel heard, to have fair compensation for time, energy and frustration. Little things go a long ways and unfortunately it seems you (Worthy) cares less and less about the customer and more about their bottom line. We both know profit margins and know you (Worthy) will have a very healthy margin on this stone, what’s the cost of a personal call from the VP, a custom email apologizing or simply more then a $200 dollar gift card? I have over hundred employees and they all know about this matter because it was a rolling joke I was selling this ring to throw a BBQ for them. They will ask how it went, how do you think I should respond? How would you?
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