Engagement Ring Troubles with Janai Jewellery

LElevenoutofTen on 25/01/2019 - 09:39

Hi all,

Question for the almighty knowledgeable Ozbargain forum.

I have been dealing with a store here in Melbourne where I have purchased an engagement ring.

To say my experience has been terrible is an understatement.
My Google Review here: https://goo.gl/maps/6VQae2AL2jC2

The general gist of the scenario is below:

  • Selected a diamond and payed a deposit to secure it.
  • 1 week later am told its no longer available and to choose another one.
  • Given a $500 voucher towards a wedding band for my troubles.
  • Engagement ring is picked up and I discover that they have left out 2 side diamonds on the band.
  • Given a second $500 voucher towards a wedding band for the mistake made.

Fast forward a year later and I am now ready to get the wedding bands.

The store has honored the first $500 voucher towards my wedding band but is denying the use of the second voucher.

The store director is claiming that the second voucher was never in their system and I should have never received a second one.

The only clause I see on the voucher is this:
" valid for one transaction "

So in my opinion, you can not stack 2 vouchers on top of each other.
Eg. Use $500+$500 on a single wedding band.

Given I have completed the first transaction on my own wedding band, I didn't see the issue of using the second voucher on my fiancee's wedding band.

Have I misunderstood this?

Do I have a leg to stand on here?

Your thoughts and opinions would be highly appreciated.

Cheers!

Fashion & Apparel

Related Stores

janai.com.au
janai.com.au

Comments

  • chumlee on 25/01/2019 - 09:41
    +4

    Go to VCAT if no luck with the store

  • tweety96 on 25/01/2019 - 10:09
    +1

    Wow they sure have really good reviews. I know the jeweler I had, offered 2 free movie tickets for writing reviews, but I dont think they restrict you to writing only the good ones.

    I thought with custom made jewelry, they usually show you a 3D printed model of what it looks like? The error wasnt picked up then?

    Are these vouchers physical? if they are then there is no way for them to deny it.

    • ElevenoutofTen on 25/01/2019 - 11:00

      I was provided a sketch of the design.
      Did not pick it up at the time.
      Yes, 2 physical gift vouchers.

      • HighAndDry on 25/01/2019 - 11:10

        But you must've signed off on that design, right? Did you sign off on it?

        • ElevenoutofTen on 25/01/2019 - 11:20

          Nope, no sign off on the design.

          • HighAndDry on 25/01/2019 - 11:32

            @ElevenoutofTen: Oh that's weird. Not even a reply email of "Oh yeah that looks good" or something to that effect?

    • AusGP on 25/01/2019 - 13:35

      You have to go through the designs carefully. They check that with you via plenty of emails. I've had 1 engagement ring, 2 wedding bands, 2 further custom pieces made with them and each time lots of back and forth to ensure you (the customer) is happy with the designs before proceeding.

  • Cliche Guevara on 25/01/2019 - 10:09
    +13

    And everyone can see the response from Tim to that review as well. Always two sides to every story…

    Your first mistake was buying a diamond. https://www.youtube.com/watch?v=N5kWu1ifBGU

    • HighAndDry on 25/01/2019 - 10:59
      +8

      The response is really detailed and unless it's outright lying (guess we can't actually rule that out) it paints OP in a pretty bad light.

      • [Deactivated] on 25/01/2019 - 19:01
        +3

        It doesn't matter.

        OP got two physical vouchers from them, thats all that matters here in terms of facts.

        The shops owner is talking about not giving them a second $500 discount, but in reality the issue is that they gave the second voucher and now refuse to honor it.

    • ElevenoutofTen on 25/01/2019 - 11:48
      +2

      Totally agree, two sides to every story.

      My main issue here is that I have been physically given a voucher that they no longer want to honor.

      The explanation from Tim on why it would not be honored did not sit well with me.

      Given the whole process they have put me through I personally don't believe its fair.

    • DazMon on 25/01/2019 - 12:20

      Interesting!!!!!

  • qwerty on 25/01/2019 - 10:36
    +2

    They are saying you wanted 14 diamonds in your original design not 16 and had to change it

    You are going to need to gather some proof they made the mistake and promised a second gift card for that and then if you really want take them to vcat .

    • ElevenoutofTen on 25/01/2019 - 11:11

      The initial discussion was to have 16 diamonds, as per the receipt I received after the deposit was made.

      I was emailed a jpeg sketch of the design a few days later asking me if I liked it.

      I wasn't promised a gift card, I was given one by the store.

      • HighAndDry on 25/01/2019 - 11:19

        Was the sketch made by the shop themselves or in consultation with you, or provided by you to the shop in the first place?

        Were there earlier draft sketches or discussions between yourself and the shop to have the 14 diamonds on the ring at that time?

        As to the gift voucher - that might actually be on the store if they gave you one, forgot they gave you one, and then gave you another. Maybe they meant to give you only $500 discount total - but that'd be their stuff up. Do you have two physical gift cards?

        I actually agree with you that if you have two physical gift cards/vouchers, you should be able to use one on your wedding band (transaction 1) then use the other on your fiancee's wedding band (transaction 2). I wouldn't blame the shop too much if they've screwed up and gave you two when they only meant to give you one - but regardless if that was a mistake or not, once they have given you two vouchers I think they should honour them.

        • ElevenoutofTen on 25/01/2019 - 11:34

          Sketch was sent to me after a few days after the consultation.

          No earlier discussion or further discussion, just the initial one where I said I wanted 16, which was also on the receipt.

          Yes, 2 physical vouchers both for $500.

          • HighAndDry on 25/01/2019 - 11:39
            +1

            @ElevenoutofTen:

            Yes, 2 physical vouchers both for $500.

            Yeah that makes it pretty hard for the shop to argue then. I'd escalate, though really if the director of the shop isn't budging, next stop if you want is really VCAT.

          • qwerty on 25/01/2019 - 11:45
            +1

            @ElevenoutofTen: If you can remember which staff gave it to you and are sure it was for 2 separate issues and not someone giving you a voucher for the same issue by mistake i would call https://www.consumer.vic.gov.au/

            • ElevenoutofTen on 25/01/2019 - 11:51
              +2

              @qwerty: The vouchers were signed(name printed) by two different staff members.

              Yup, looking into Consumer Affairs now.

              Thanks.

  • phillay on 25/01/2019 - 11:03
    +4

    they even gave OP a better "spec" diamond and it was accepted, not really sure if that's a shit experience or not. OP left those details out to make the retailer look bad. There's always 2 sides to a story. After reading both stories, I reckon OP did well with the $500 voucher already.

    • ElevenoutofTen on 25/01/2019 - 11:26

      I'm going to have to disagree with the better spec.

      Sure, $500 voucher was nice.

      My main issue here is, I have been given two $500 vouchers from the store.

      Is it okay to no longer honor them, if one has already been used?

  • HighAndDry on 25/01/2019 - 11:09
    +3

    So going from the Owner's response, I'd like your replies to these points:

    1. upgraded your diamond from a F VS1 to a F VVS2.

    Was your original choice of diamond a F VS1 and was your ultimate diamond a F VVS2? If the size and cut are the same, that's objectively an upgrade because these gradings are independently done.

    1. The design drawing that you have asked us to make has 14 diamonds.

    Is this true? Because if you originally paid for 16 diamonds, but then asked for 14 diamonds, whatever your reasons for that request, the shop would be acting reasonably to accommodate that.

    • ElevenoutofTen on 25/01/2019 - 11:19
      +1
      1. The Clarity jump from VS1 to VVS2 is undetectable to the naked eye.
        So really not an upgrade. The Color and Carat remained the same, but in my opinion its the Cut that matters the most.

      The Cut on the "upgraded" diamond was inferior to my original selection.

      1. I never asked for 14 diamonds, the sketch design I received via email asked me if I liked the design. I did not notice that there was only 14 in the design. But again, I asked for 16 and assumed that there would be 16.

      My whole issue here is that I have been given a physical voucher which they no longer wish to honor.

      • HighAndDry on 25/01/2019 - 11:25
        +6

        Gradings for diamond clarity are objectively and independently done - it really doesn't matter if you can perceive it or not, there's an objective difference in value. The cut is more subjective, though did they force that cut of the new diamond because it says you picked out the replacement too. THAT I can see is an issue, but upgrade in clarity vs downgrade in cut… I'm not sure that's a net downgrade. (Personally I agree with you though - cut is much more obvious than clarity, but in terms of value that's not necessarily the case).

        Design sketch-wise…. I still think if you signed off on it (I can't imagine you didn't pay attention to a design of a ring that you're spending many many thousands of dollars on) then that's on you. BUT, you're right:

        My whole issue here is that I have been given a physical voucher which they no longer wish to honor.

        Yeah I'm actually with you on this - if they gave you a voucher, it doesn't even matter if your previous complaints were legitimate or not, the shop decided they were legitimate enough to give you a voucher. They should honour the voucher.

        • [Deactivated] on 25/01/2019 - 18:59
          +2

          The grading may well be objective, but the value is absolutely subjective.

          The diamond swindlers will tell you all sorts of crap, but ultimately diamonds are nowhere near as rare as they like to make them out to be.
          "Value" of diamonds is hugely pumped up.

          • terrys on 26/01/2019 - 11:44

            @[Deactivated]: "diamonds are nowhere near as rare "

            For some strange reason, they are remarkably immune to wind and water erosion…

  • Bonbi on 25/01/2019 - 11:35
    +2

    Biggest red flag is the majority of their 5 star reviews are from accounts with only 1 review.

    • qwerty on 25/01/2019 - 11:43
      +2

      They also have a ton of 5 star reviews from people with multiple reviews including local guides

      Since people are spending large amounts they are more likely to review something like this

  • GangGang on 25/01/2019 - 12:07

    I expecting a much worse story.

  • djkelly69 on 25/01/2019 - 12:10
    +4

    Ignoring everything else, I don't see how they can argue against honouring the second voucher (assuming it was legitimately issued and there are no terms on it preventing it).

    The 'it wasn't on our system' excuse to me suggests (and Tim's response basically states) they gave you too good a price on the second wedding band because they didn't know about the second discount voucher, and are now trying to back-track because they will be losing money.

    • HighAndDry on 25/01/2019 - 12:35
      +2

      Yeah. I don't actually agree with a lot of OP's complaints in the review (I can understand some of them, just don't agree) but the main and really only issue is whether the shop should honour the second voucher. And to me that's a really clearcut - yeah, if they issued it they should honour it.

    • rompastompa on 25/01/2019 - 12:59

      What OP should have done, is used them separately so they're not alerted that OP was mistakenly given two vouchers by two sales people for the same problematic experience (two errors in the same purchase).

      So yes, a likely mistake on the store's behalf, and they're trying to get out of it.

      I think OP had been given good customer service, and should let it slide on the third mistake.

      • ElevenoutofTen on 25/01/2019 - 13:14

        I actually did use them on 2 separate occasions.

        It was Tim's call to reject the second voucher.
        I had gone over the design of the missus' wedding band with a rep numerous times and was at the store to make an 80% total deposit! (which included the voucher)

        But alas when the voucher came out, well you know the rest.

        End of the day they lost a customer.

  • PronounceIt on 25/01/2019 - 12:26
    -3

    Wow talk about first world Problems!
    - the diamond they offered is worth more but the cut wasn't what i wanted!
    - they gave me 14 instead of 16 diamonds and i had to wait!
    - they only gave me one $500 voucher not two!

    Boohoo! Just think is all this stress and headache worth it? Based on your review and posts you seem to have blown this out of proportion so much that the ring is probably sentimentally worthless now and something that probably aggravates you (and the missus) when you look at / think about it.
    The store has offered for you to return it even though you've had it for 1+ year. What more could you really want at this stage.

    • ElevenoutofTen on 25/01/2019 - 13:45
      +3

      No stress here.

      I never asked or wanted a refund of the engagement ring.
      I wanted to buy a wedding band.

      Issue for me is Janai not honoring the 2nd voucher.
      All I really wanted was for them to honor the voucher I was given.

      I'm providing context to the whole situation.
      Sure, in the grand scheme of things this is probably not a real issue to you or anyone else.
      But I am on a public forum that specializes in bargains, that usually provide sound advice.

      Thank you for the reply though, I do appreciate it.

      (The missus loves the engagement ring by the way)

  • oscargamer on 25/01/2019 - 12:57
    +3

    Time to move on OP, otherwise every time you look at the rings you aren't going to have good thoughts.

  • AusGP on 25/01/2019 - 13:32
    +7

    I actually got my rings and then subsequently 2 further custom made pieces from them, and they were exemplary in service.

    After reading Tim's review (and essentially confirmed by OP) it looks like they really did everything and more.

    Having been through the design process with them you do really have to check the designs. Sometimes there were a few rounds of back and forth to ensure the 3D drawings matched up to your expectations (as custom designs can take time to get right). They even offered upgrades and discounts already ($500 still a decent amount!)

    I almost feel like they did well in losing OP as a customer. There are some customers where it ain't worth your time.

    • ElevenoutofTen on 25/01/2019 - 14:32

      Yeah I guess that's fine, happy to take my business elsewhere and will.

      Would you say my experience with Janai has been fair? Sure, debatable.

      Would you say these types of mistakes really should never happen in the first place? 100%.

      I admit mistakes can and do happen, but to make several on the same customer just shows their lack of professionalism in my opinion.
      There are other things that occurred but I will refrain myself to avoid being petty.

      You can take my review however which way you want, but it is what it is.

      Yes I did get a $500 off, but I was also given another one (be it a mistake or not), I was still given one.

      If you were given a voucher from a store for 'X' amount,
      You then went to use that voucher at the store and was told,
      Sorry you can only use 'X/2' of that voucher.

      Would you be happy?

      I would think in the Ozbargain spirit, probably not.

      Anyway enough of this stuff, time for a beer!

      • spackbace on 25/01/2019 - 17:00
        +3

        I would think in the Ozbargain spirit, probably not.

        After buying custom rings etc, please don't say you're doing it all the OzBargain way…

      • elgrande on 26/01/2019 - 09:38
        +1

        Anyway enough of this stuff, time for a beer!

        It was time for a beer a long time ago

  • try2bhelpful on 25/01/2019 - 17:38
    +1

    The take home of all this is to make sure there is a properly signed off design with all relevant details documented. If you asked for 16 diamonds then that should've been noted on the design, as should the clarity, carat, cut etc. All tied up with a signed document or an accepted email.

    I also think if you have two vouchers then they should honour two vouchers. But I have grave doubts you will get them to honour it. This isn't like a mispriced holiday, this is meant to be a good will gesture.

    Have a cold beer, kick back and just let it wash over you. In the scheme of things, associated with weddings, this is small potatoes.

  • JIMB0 on 26/01/2019 - 12:19
    +1

    This is nothing. You'll have much bigger problems once married.

  • Never Pay RRP on 26/01/2019 - 13:31
    +1

    Once you had determined that the store was acting unethically, which seems to be at the initial stage where they were "out of stock" of your first diamond, and you were unhappy with the second one, you should have at that stage just asked for a full refund and just left.
    Once you have determined in your mind that a store is acting unethically, your perception of all future interactions is negatively coloured

  • lainey13 on 26/01/2019 - 18:09
    +1

    Interesting. After two meetings with their sales staff I decided against getting my ring designed here as I didn't appreciate their very pushy methods. I was ultimately very happy with who I went with nearby.
    This pushy behaviour included showing us a diamond and then doing the whole bait and switch on us claiming the diamond had been sold in the 5 minutes they showed it to us then trying to fob off another one on us instead. So they seem to do the 'out of stock' thing a lot…

  • trapper on 05/02/2019 - 13:28

    Tell them you want the two diamonds missing from the engagement ring added in.

  • trapper on 05/02/2019 - 13:29

    Also you should get the engagement diamond checked independently to make sure you weren't scammed there too

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