allurez.com horrible service, lied to. took 6 months and still not resolved. company overcharged me, products not as described new york New York

This all started 6 months ago in November 2012.  I placed an order for an engagement ring from allurez.com.  When the order arrived, I called them the very first moment to let them know that there was no diamond certification included with the order when there is supposed to be one since all diamonds are certified.  I spoke with a representative name Ralph.  He said he will send it to me.  I gave it a week or 2 and no certification was sent.  I called and spoke with Grace now and she said she was going to send it to me.  Therefore I gave it more time and I had to call again in another week.

When I spoke with Grace again, she told me that they sent it to me every time I called, which I found to be a lie after I confirmed it with another rep that I spoke with named Kelly.  From my understanding, each diamond only comes with one cert and Kelly confirmed it.  How could Grace have sent it 3 times?  at this point, it was already a few months in.  all the reps stated that they will call me right back or the next day.  Most of my attempted contacts with them were not responded to in a timely manner.  They never got back to me until i called them a week or 2 later. 

After weeks of no response, I wrote to their customer service email, stating that if I don't get a response again that I would contact BBB.  Then Kelly called me. The reason I requested for the Cert and pushed for it so hard is because, I didn't believe the diamond quality was really up to the standards that the certification stated and I wanted a 2nd opinion from a local jeweler.  Also, without the cert, their website said returns would be charged $300.  They strung me along, for months saying that they sent it, they are trying to obtain it, or simply that they will call me back. 

Kelly then tried to obtain another cert from the diamond grading lab but to no avail. she gave me the option to send my ring back and to choose another diamond.  during the process of which I was selecting diamonds and calling about the certs, the reps were not too responsive. I had to call and follow up all the time.  If I called and spoke to a different rep than Kelly, they would brush me off and say Kelly is handling your order and will look into it.  Their products were also very misrepresented.  Being that this is an online retailer, we had to order the product first then review it ourselves and exchange to our liking. 

The diamond quality and the color grading was way off.  I compared with Shane Co and Helzberg Diamonds.  I took the diamonds that I received from Allurez and put them directly next to a bunch of different diamonds from those 2 other jewelers and all times, the diamonds from allurez came through at way lower quality and color from multiple tests.  After reviewing a bunch of items, I asked Kelly what my store credit amount was. She told me it was $1,803, which I have in writing in two different emails from her. 

One was just the inquiry, and the other one was on an informal invoice for the new ring.  So I budgeted around that amount and made placed my order for a more expensive diamond and ring, which came out to an additional $1,774.  I didn’t want to spend any more than an additional $1,500-1,800. So this fit my budget.  After placing the order,  right before it was sent out, someone from allurez named korine sends me an email saying they messed up and gave me a credit of $520 too much and that now I owe that amount before they can send it out. 

At this point I was livid dealing with them for 6 months.  I wasn’t trying to come up on their mistake so that either side loses.  I wrote a long email just asking for my money  back and that I did not want to do business with them any more.  All I wanted was my full refund for any amounts that I spent with them without them sending me the ring since I did not want to spend an additional $520.  Then shortly after that, the manager Ralph gave me a call saying that he understood that they made the mistake this late into the process and that they will take the loss and send it to me even though I kept insisting that I just wanted a refund. 

I finally just said ok, just send it.  Then another problem arises upon receiving this order.  The receipt Kelly gave me stated the ring setting was $1390 for the set.  She wrote out the set, and the amount , but the item number she wrote was for just the single ring without the wedding band.  That item when not included into the set is only $790.  I called Ralph and he refused to honor it. Instead of him waiving the $520 for the set, he said he will have to charge me extra. At this very moment instead of him waiving a $520 that was a mistake on their end, they ended up charging me additional $20 for the order. 

Keep in mind that I didn’t want this product anymore for the price but he convinced me to receive it.  I called and complained and asked to speak with someone higher up, but he said he was the highest it goes.  I asked if he was the owner and he said yes, which I don’t really believe.  At this point, I just want to return the item and have them refund me back.  Ralph tells me that its not possible because I custom made it.  I didn’t do anything to the ring besides choose the stone and the setting.  He also tells me that it’s passed the 30 day return policy, which is also their fault because they never sent me all the contents of my original order for me to be fully satisfied.  They strung me along till it was passed the return time.