Possible Problems with Jewellers


It Isn't What its Suppose To Be
Your Jewellery was Damaged During Repair
The Jeweller Lost Your Jewellery
Repair Isn't Satisfactory
Switching Gemstones
Fraudulent Appraisals & Certificates


It Isn't What its Suppose To Be
Misrepresentation is one of the most common problems with jewellery purchases.  Saying that the item is something it isn't or saying that the item is of higher quality than it actually is.

Your bill of sale is the key document here.  Don't rely on an appraisal as that is merely someone's opinion and opinions vary.  The item you purchased must be what is described on your bill.  Therefore its essential that you get an accurate description on your bill of sale.

If you bought a 14Kt gold chain, the bill should say 14kt not just gold chain.  If you bought a 0.50ct SI2/G diamond it should say that, not just diamond ring.

If the item isn't what it's suppose to be - talk to the retailer first.  Mistakes happen in tagging or the manufacturer or supplier could have made an error.

If you have credible proof that the item you bought isn't what you were sold and the retailer won't solve the problem consider the recommendations below.  Credible proof wouldn't be going to an unethical competitor of the retailer and getting that "tainted" opinion.  An independent, competent opinion should be sought.

If the retailer won't satisfactorily solve the problem consider the recommendations below in what to do.


Your Jewellery was Damaged During Repair
It isn't a perfect world, accidents happen.  Gems can be broken or chipped during setting.  Watches can be damaged during battery replacement.  Gold and silver items can be damaged with the heat necessary for repair.  Mistakes can be made in engraving.

Regardless of the fine print on your repair receipt or any waiver, the jeweller should replace the item or repair damage that they are responsible for; unless you were specifically advised of the risk of and you agreed to assume the risk.  If the jeweller didn't exercise due care and diligence then he may be legally liable regardless of waivers.

If the loss is significant the retailer's or your own insurance policy may apply.

Loss of Your Jewellery
It isn't a perfect world, accidents and crime happens.  Jewellery can be lost in transit during shipping, stolen or lost while in the custody of the jeweller.

Regardless of the fine print on your repair receipt, the jeweller should replace the lost item that they were responsible for.  They are probably legally responsible if they didn't exercise "due care and diligence" in its care, regardless of disclaimers.

If the loss is significant then the jewellers or your own insurance policy may apply.  It may be advisable also to obtain legal advice.

If the retailer won't satisfactorily solve the problem consider the recommendations below in what to do.

Unsatisfactory Repair
It isn't a perfect world, mistakes happen and sometimes get through whatever quality control system the jeweller has.

If the repair wasn't done right do not accept the item as it is.  Ask that the problem be fixed before you will accept and pay for the repair.

Reputable jewellers warranty their repairs.  Discuss your concerns about the repair with the jeweller and surely they will solve the problem to keep a happy customer.

If jeweller won't satisfactorily solve the problem consider the recommendations below in what to do.

Switching of Gemstones
Reputable jewellers do not do this.  Contrary to public opinion this is not a common occurrence.

The jewellery industry is very competitive.  Regrettably unethical jewellers often suggest to customers that their competitors do or did this. 

Inaccurate, exaggerated or incompetent appraisals that were given at time of purchase are often used to allege dishonesty.  The gems do not match the appraisal, often they didn't in the first place because the original appraisal was inaccurate. 

When an item is returned to you after being serviced you'll obviously examine it very closely, perhaps the first time in years and see something you believe wasn't there before.

For example what is written on the back of your watch?  If it came back from service you might look at it now and think the back was blank before?

However our industry like others also has; 'the good, the bad and the ugly.

If you believe with reasonable certainty that your gems have been "switched" - that's a serious criminal offence.

If you have credible proof that your gems have been "switched" consider the recommendations
below in what to do.

Fraudulent Appraisals
The jewellery industry is plagued with deliberately inflated appraisals. 

Unethical sellers present you with a deliberately grossly inflated appraisal, to fool you into thinking that, the item you are considering is a great bargain.  You are offered the item at  half or less of the bogus appraised value.

These appraisals are usually prepared by the seller themselves or someone in their employ.  Don't be tricked by this tactic, shop and compare.

If you believe you are a victim of this misrepresentation scam you can file complaints with these agencies:

Federal Competition Bureau

Better Business Bureau

Jewellers Vigilance Canada

If you believe you were deliberately defrauded contact the Police


What To Do

consider all or some of these recommendations:

• The first step is to address your concerns directly to the manager or owner of the business.

• If dealing with a jewellery chain store or a department store escalate the complaint until you reach the top.

• Obtain independent credible advice and an opinion from a certified gemologist.

• Contact the manufacturer of the item with your concerns.

• Obtain legal advice from your lawyer.

• Discuss the situation with your insurance company.

• Contact the associations to which the retailer belongs.

• Contact the various "consumer help" media agencies.

• File a claim in Provincial Small Claims Court.

• File formal complaints with these agencies:
  
  Federal Competition Bureau
  
  Better Business Bureau
  
  Jewellers Vigilance Canada
  

• If you believe you were defrauded contact the Police