Hello all, I recently broke a customers 1.14ct tanzanite. The gem
wasn’t very high quality. My plan was to contact the customer and
replace the gem with one of nicer quality, at my expense.
The customer has let me know that the stone was bought in Bermuda
while she was on vacation, visiting the island where she was born.
Because of this connection, she has informed me that the stone
carries a high sentimental value. She has insisted the I call the
retail jeweler (10 store chain) where she purchased the stone. This
way her sentimental attachment will remain intact, as the stone will
come from the same store on the island of her birth.
Keeping in mind the gem source is Africa, I am having a hard time
with this one. I have called the jewelry store in Bermuda. The
manager there thinks this is a peculiar request, and was a bit
amused. I feel I’m caught between a tanzanite and a hard place, and
will have to talk to the customer today.
Does anyone out there have any kind of release the customer signs,
that will absolve the jeweler from responsibility if the customers
gem breaks during setting?
I’ve been in the business for 30 years and thought I have seen it
all. The bottom line for me is to satisfy my customer, however this
one is hard to swallow.
Any opinions, feedback or general chatter on the subject will be