Jared The Galleria Of Jewelry review: Diamond broken?

Dear Customer Service,

I am writing to formally raise a concern regarding my engagement ring, purchased by my husband in June 2019. This was a significant purchase, consisting of a Vera Wang WISH setting in 14K white gold with natural sapphires and a .9 carat princess-cut diamond (F color, SI1 clarity).

At the time of purchase, we were never advised that a princess-cut diamond is particularly delicate or more prone to chipping, especially at the corners. This is critical information that would have influenced how we handled, maintained, or even selected the ring.
After the diamond became dislodged for the first time and the ring was taken in for repair, we were not informed of any structural vulnerability or increased risk associated with the diamond or its setting.

In January 2023, we brought the ring in again for maintenance. At that time, we were told that the diamond had a chip. However, we were not advised that:

the diamond was unsafe to wear,
the condition could worsen, or
replacement was necessary.

Based on your professional evaluation, I continued to use the ring only occasionally, keeping it safely stored when not in use.

Most recently, after the diamond became dislodged again, we returned to your store. Initially, we were told that the ring could be repaired and that the diamond would be reset within approximately one week.
However, during that same visit, my husband mentioned that we had previously been told the diamond had a chip. At that point, the sales associate consulted with the store manager at the Jared location in Lawrenceville. After that discussion, we were then informed that the diamond could no longer be reset into the ring and was now considered unsuitable for use.
We were further told that in order to restore or validate any warranty, we would be required to purchase a new diamond at approximately double the value of the one we currently own.
Additionally, when we explained that we had previously been informed about the chip, we were told that there was no record of such information in the system and that records may not be retained beyond a certain period of time. This is deeply concerning, as it places the burden entirely on the customer despite our reliance on your professional evaluations and record-keeping practices.
It is also worth noting that during this most recent visit, we were offered a text message reminder system for maintenance going forward. However, no such follow-up or reminder system was previously provided, which raises further concern regarding how customers are expected to consistently comply with maintenance requirements if those expectations are not actively supported.
This situation raises serious concerns:
Why were we not properly informed at the time of purchase about the fragility of this type of diamond cut?
Why were we not warned after the first repair that the diamond or setting posed an ongoing risk?
Why, in 2023, was the chip mentioned but not treated as a serious condition requiring action?
Why was the diamond initially deemed repairable during our most recent visit, only to later be considered unusable after internal consultation?
Why is the only path forward tied to purchasing a new diamond rather than repairing the existing one?
Why is there no record of prior disclosures, despite our reliance on your services and staff guidance?
Why were maintenance expectations not clearly reinforced or supported through reminders until this most recent visit?
We relied on your professional assessment at every stage and were not provided with adequate information to make informed decisions regarding the care and condition of this ring.

Sincerely,

Florangel Zerpa

View 0 more photos