Gem Shopping Network review: Product and service

I am contacting you regarding purchasing a diamond bracelet from Cirair Contour on the Gem Shopping network for 12,500.00 dollars. The vendor presented the bracelet as VS clarity and G-H in color.

I received an outside appraisal from GSN company stating the clarity was SI to I-1 clarity and H-I color. I contacted the customer service department because the clasp was bent when I received the bracelet and notified customer service of the discrepancy in the clarity and color of the bracelet. They offered a price reduction of 1500.00 dollars and fixed the clasp. Two months passed and the bracelet fell apart by the clasp. I notified the customer service department and they offered to repair the bracelet to which I agreed. Another two months passed and the bracelet broke apart again, I contacted the customer service department spoke to the Customer service manager, and asked for a full refund of the bracelet (11,000.00).

I was told that they would speak to management about the request. After two weeks they stated that management did not feel the bracelet was defective and would only repair the bracelet. I asked to speak with their manager and my request was declined. The Customer service manager told me upper management does not speak with the customers. GSN repaired the bracelet once again. My bracelet sat in my jewelry box for a few months until I had a wedding and I tried to wear the bracelet and it fell apart/broke again for a third time. I contacted GSN customer service once again and spoke to the customer service manager about the bracelet falling apart again and asked for a full refund. They stated they would talk to management again and I waited for another few weeks for a response. Once again GSN said they would repair the bracelet and stated they thought the bracelet was not defective. I told the manager that the bracelet was defective and would like a refund as the bracelet should not fall apart/break three times in a short period. I asked what assurances I would have if the repair did not work. I did not get a response. I asked to speak with the management team that was deciding to not refund my money and was told I could not speak with them again.

I told the manager; I would have to reach out to the BBB as I thought this was not fair to me as I allowed GSN to fix the bracelet not once but twice. The manager asked me to hold off and they would talk to upper management again and I agreed to do that. I waited another few weeks and the upper management team refused to refund my money. I filed a complaint with BBB and GSN offered to repair the bracelet again without guaranteeing the bracelet would not fall apart again. I stated I wanted a refund. Here is the response from the customer service manager provided to the BBB.

First response by GSN Company to BBB

“Thank you for taking the time to share your concerns with us. We sincerely apologize that our previous response did not address your complaint to your satisfaction. We understand that our phone conversation with you regarding the matter may not have resolved the issue completely. We truly value your feedback, and we are committed to addressing your concerns promptly and effectively. Your satisfaction is important to us, and we are dedicated to ensuring that your experience with us is a positive one. We look forward to continuing to provide exquisite jewelry and exceptional service to you! “

I sent an email to the customer service department and called asking if they were going to refund or assist with the resolution of this issue. Please find the response from the customer service manager below. I have customer for over 26 years. I was told on the last telephone call with the Customer Service manager that GSN has restricted my account because I filed a BBB report against GSN. I feel this is discrimination against me.

I believe I was more than fair by providing GSN with the opportunity to fix the bracelet. The bracelet was manufactured with a defect as it fell apart/broke three times. GSN should take the appropriate action by refunding my money as your company advertises that you care about the customers that keep you in business.

I hope you can assist in this matter and I appreciate your time.

GSN Customer Service Final Response

I regret to inform you that, based on the response we have received, it appears that our phone conversation regarding the matter may not have completely resolved the issue. GSN has not agreed to provide a refund and has decided against repairing the bracelet once again, as they have determined that the bracelet is not considered defective.

I want to extend my sincere apologies for not being able to fulfill your request. If you have any further questions or concerns, please do not hesitate to reach out to us.

Thank you for your understanding.

Send letters to the CEO and two board members. GSN should allow the customers to speak to management other than the customer service manager. GSN should stand behind the products they sell and acknowledge when the vendor has manufactured a defective product and value long-standing customers. The BBB has closed the case and a resolution has not been provided

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