Tina Mooney

Review of Luisa Graff Jewelers

Rebuttal to Andrew's comment to the initial review...

Rebuttal to Andrew's comment to the initial review lacks validity, integrity, and logic. When Amy, an employee tells you us to call our insurance company to explain the chip in my diamond with a photo provided, that's what we did. She stated a microscopic chip was found. See attach picture. The chip may spread overtime resulting in the diamond becoming loose and quite possibly fall out unexpectedly. How would I know about a chip, if she tells me there's a chip?! Why would she tell me to call my insurance company?! As Andrew would say, "We're perplexed." My wedding ring has been insured with USAA for the past 4 years, not Gem Shield. Graff provided Gem Shield from 2014-2015. If this was fraud, we could have said the diamond was lost. How unprofessional for Andrew to make unfounded accusations? This is a reflection on the core values of the company. However, not surprising considering his lack of professionalism and maturity when we spoke. His hospitable persona is a farce. When you ask him to explain with conceptual understanding what might have happened to the diamond, you'll get two different answers. The original jewelry appraisal documents are attached in the review. Fraud? I encourage Andrew and his employees to press the reset button and re-engage in professional development on customer service. Would you purchase jewelry from a company who accuses a customer of fraud? Especially, when the recommendation came from an employee? My review is below. My rebuttal to Andrew's comment is above. Twenty-one years as a school administrator and my husband, retired Lt. Colonel in the United States Air Force of 24 years, we understand the power of exceptional customer service. Why? When there's exceptional service, you're apt to share experiences with friends and colleagues. The outcome may bring future customers, families, students, and commanders eager to work with you because positive rapport and experiences were built. The recommendations provided by Amy, a Luisa employee took several days. First, a text was sent to their system requesting documents to no avail. Called the next day to speak to Amy. I was told she went to lunch and would return my call shortly. She did not. Called the third day and Amy was off. They said she will call me when she returns to work. I said I'm coming now and I would like to speak with Andrew. I was met by Rain. Rain said she called and left a voicemail a few minutes ago. I asked for appraisal documents, but Rain nor Andrew provided it. I inquired how a chip at the base of a diamond might occur. She asked if I noticed it. I said, "How would I notice it?" "It's microscopic?" I said Amy text me a photo of the chip magnified for that very reason. Rain said the chip in the diamond may be caused from blunt force trauma. A microscopic chip, unseen to the human eye may be caused by blunt force trauma. Andrew did not wear a mask in the store. He talked without a mask on. During the conversation, he said they don't use words like blunt force trauma when discussing microscopic chips. Ironically, by the end of our conversation he said, "It could have happened due to blunt force trauma." Speaking both sides of his mouth. He wasn't interested in looking at the messages between myself and their message system to see no one reached out. He said, "Rain called you." I said, "That's because she knew I was on my way and I asked to speak to you." Attitude and trust is everything. As an interracial couple who walks in faith, how can you trust a company who accuses a customer of fraud? When treated with respect and professionalism, we're most receptive to a win-win. Andrew never apologized. How about, "Here's what I can do to make it better," not vice versa. If you want a jewelry company who's professional? I highly suggest Jared's. They provide a lifetime warranty on their diamonds if you get it checked every 6 months. Something I did at Luisa's every 2-3 months. The outcome? Andrew handed me my wedding ring in a bag and I was on my way to Jared's.