A Client Blames the Vendor; The Vendor Blames the Client. What Should the Retailer Do?

ELEANOR, A FAMILIAR face at Adela Jewelers for years, stood outside the store’s door and took a deep breath as she turned a tiny velvet pouch over in her hands. The pouch contained a diamond band she hadn’t worn in a while. She had been struggling with arthritis for some time, and recently, it began making the removal of her beloved diamond band a challenge.

The band held more than diamonds. It was a golden anniversary gift, a testament to 50 years shared with her late husband, William. Their love story began with a high school proposal before William’s military service. Upon his return, they exchanged vows, and the years that followed were filled with laughter, the arrival of four children, and a lifetime of memories together.

But as her arthritis became more severe, she could no longer wear it. Thanks to some online research, she found a potential solution: arthritic shanks, a specially designed ring band that features a hinge mechanism, allowing for easier placement and removal over swollen or stiff knuckles.

The idea of once again wearing her favorite ring sparked a feeling of joy within Eleanor. And so, she found herself standing at the door of Adela Jewelers, feeling a bit apprehensive, not knowing if they would be able to help her.

Eleanor clutched the velvet pouch tightly as she pushed open the door and walked into Adela Jewelers. Her gaze swept the store until it landed on Josie, her favorite associate, who had an uncanny ability to make her feel welcomed and appreciated. Eleanor approached Josie and shared with her how arthritis had made wearing her diamond band impossible. She presented the ring and asked if they could help her repair the band and change it to an arthritic shank.

Josie recognized the sentimental value of the piece and the importance of getting this repair right. She excused herself to reach out to the vendor the ring originally came from. While arthritic shanks were something they offered, Josie wanted to confirm that this type of repair wouldn’t void any warranties on the ring.

To her delight, the vendor confirmed they could simply change the shank without any custom work and the work would not void a warranty. Eleanor was excited to learn she would be able to wear her ring again. She readily agreed to the repair cost. As they completed the transaction, Josie asked Eleanor if she had insurance on the ring. Since Eleanor did not currently have insurance, Josie recommended securing a policy as soon as she picked up the ring.

Six weeks later, Eleanor returned to pick up the transformed ring. She quickly tried it on and it fit perfectly! The opening mechanism allowed her to easily take the ring on and off, just as she had hoped. However, the excitement was short-lived.

A few days later, the ring managed to slip off Eleanor’s hand and went missing, a scenario made worse by the fact that Eleanor had not yet secured insurance, despite Josie’s encouragement to obtain it quickly. Thankfully, the ring was found, but the shank would no longer close securely on Eleanor’s finger. So, she returned to Adela Jewelers.

Upon inspection, Josie noticed damage to the hinged section. She called the vendor to explain the situation and request a repair. The vendor attributed the damage to normal wear and tear of the ring and not the workmanship. They advised Josie to send the ring to them for inspection and they would send a quote once they had the opportunity to determine if a simple repair or an entirely new shank was needed. Either way, due to the lack of insurance coverage, the repairs would need to be made at the customer’s expense.

Eleanor became extremely upset. Not only did she have to wait six weeks for the repair to be completed, but she also believed the hinge she had already paid for must have been faulty and felt she shouldn’t have to pay for it again.

Amber G.
Katy, TX

Unless the ring had visible damage, there is no way I would charge the customer. The matter needs to be between the retailer and the vendor. You must keep faith with your customers at all costs. I would get a jeweler with great competency to look at the mechanism to see what is really wrong. Usually, it is something minor that can be repaired. It may not be a problem with the mechanism, but rather the jeweler cannot see where the issue is and how to correct it properly. If indeed it was a manufactured defect, I would have words with a supervisor get to a conclusion. I strongly believe the manufacturer does not want to lose a customer as well.

Lisa B.
Reno, NV

This is a simple solution. You make it right for the customer, right away! She only had it a few days before it slipped off, and now it needs repair. Our jeweler’s work is good for at least 30 days. Fix it immediately and hold the vendor accountable. This isn’t about insurance or no insurance. If they do such shoddy work that the ring would break that quickly, then they need to make it right. Or consider that maybe they’re not the vendor you should be working with … seriously. That’s an important relationship that you should be able to count on! Also, I would have encouraged the customer to get the insurance on the ring immediately, before creating a new shank was even started. Lack of insurance would make the disappearance the customer’s fault alone, as we cannot dictate how it was lost or why. Perhaps it was simply misplaced or stolen … we would have no way of knowing that. That’s the whole point of insurance, is it not?

Michael C.
Beaver, PA

Adela Jewelers should absorb the cost of the repair and not even tell Eleanor there was a charge. The shop didn’t disclose that the ring shank was abused and wear and tear doesn’t happen in few days. It sounds to be poor craftmanship. Adela Jewelers should inspect better the work when received that they contract out. They should also find a more reliable shop to deal with.

Stuart T.
Summerville, SC

As a longtime retailer (53 years) as well as a bench jeweler, things break for two reasons: customer abuse or faulty workmanship. I find it hard to understand how the customer would have damaged the bundle unless she somehow bent the ring totally out of shape. I find it funny that the manufacturer made the decision that it was the customer’s fault without seeing the ring. No one likes to eat a repair, but if the manufacturer refuses to, it’s up to the retailer to pay for it. After doing so, I would rethink my relationship with the manufacturer.

Gene P.
Tuscaloosa, AL

I would definitely plead my case with the company that installed the shank. If this failed to get the ring repaired at no charge, I would authorize the work and cover the expense myself. I would tell the jewelry world about this cheap company for not standing behind their product.

Maria A.
Austin, TX

We cover/absorb all sorts of repairs for our customers, especially if it is an item we worked on recently. The vendors rarely cover it for us, but they are not the ones that stand in front of the customer. They are not the ones with 90-plus year reputation to uphold. In this scenario, had the customer lost the ring, it would NOT be covered by us, but the ring was found, and the least I can do is repair it and deal with my vendor privately. I would also write an appraisal and show her how to quickly insure it through Jewelers Mutual or fax/email the appraisal to her own insurance company. The adjustable ring shanks solve a real problem, but human fingers with or without arthritis change constantly. We keep a log on a particular customer to show him how much his fingers change.

Marcus M.
Midland, TX

Very simple. Repair that ring and absorb the cost until you can deal with the vendor. There is no way you can charge Eleanor for the repair after just a few weeks. Be firm with the vendor and stand your ground that the shank was defective because it clearly was. I would think they would work with you if they respected your business. And be very thankful she found her ring, or else you would be dealing with a whole other issue. One that might cost you a lot more money.

Bruce A.
Sherwood Park, AB

Is it Adela Jewelers responsibility, of course not. But, it would be an ultra-classy move to honor this longstanding customer with this unique problem by covering the costs.

Keith J.
North Vancouver, BC

Of course the store should cover the cost, while also asking the manufacturer to bear some of it. Let’s keep Eleanor happy. Good public relations!

Jim D.
Kingston, NH

I have added different versions of this kind of mechanism to many rings over the years, some are more are secure than others. That aside, an inspection would tell if the ring fell off and was subsequently damaged or if there was an issue with how the work was done. Two days is not a long enough time for major wear-and-tear to happen to a band. Did the client’s hand show signs of an injury? If the band had been stepped on, there would be evidence of it happening. The story mentioned that the ring was under some sort of warranty from the vendor, then the warranty might cover the repairs. Either way, Adela Jewelers should stand beside their client to get the ring repaired at no expense to themselves or their client.

Peter T.
Show Low, AZ

At this point, Adela Jewelers should pay for the repair. Then they should find a new supplier. That’s why we are retailers. We are middlemen. It’s our job to find the best for our customers. If a wholesaler won’t stand behind their work, we need to find a new one. If the ring was never found, then the problem rests with the customer. They were advised to get insurance. If they choose not to do that, replacement costs are on them.

Megan C.
Poulsbo, WA

The only person who should be satisfied in this case is the client. I would hold the vendor responsible for addressing any performance issues with the new hinged shank. I would be prepared to negotiate the costs with them and handle any reasonable fees without involving the client. I also wouldn’t send the ring ANYWHERE without insurance at this point.

Wayne A.
Ridgefield, CT

There’s much missing information. If it “slipped off,” was it closed when it fell off her finger? Was the ring too large? Never resized properly? How old was the original shank? Maybe it should have been remade to an all-new shank and ring? Why couldn’t the jeweler make their own assessment rather than shipping it off to depend on the vendor to make an assessment? All seems to be handled poorly.