I visited Orr's Jewelry in the Strip District on July 29 to order a 5mm 18K yellow gold sculpted…read morecable ring by David Yurman for my October wedding. I'd been looking for awhile and really loved this ring. I was excited to see they had it on display for me to try on. The display model was a size 10 and fit too tight, so I asked if they could order a 10.5. The salesperson said yes, disappeared upstairs for a while, and came back confirming it would take about a week. While he was writing up the invoice, he dropped the display ring on the floor while bagging it, and as he picked it up he said, "don't worry, this isn't your ring" and promptly put the ring into a clear ziplock bag with some paperwork. I incorrectly assumed this was for verification purposes once my ring had been delivered.
On August 3 I got a call that the ring was ready. I picked it up on August 6. The ring was handed to me in the same ziplock bag with the same paperwork from the ring he'd dropped on July 29. While I was there, another employee asked if this was a "repair," which struck me as an odd thing to ask about a brand new ring ordered directly from the manufacturer. There was also no certificate of authenticity included, even though my fiance's previous David Yurman purchases came with one. I didn't think much of it at the time, but looking back, both of those things should have been red flags.
Once I got home and looked at the ring closely, I found nicks, dings, and a rough spot I could feel when I ran my finger across it. Not what you expect from something brand new. I called the store about 40 minutes after leaving. I was told this shouldn't happen on a ring that hadn't even been worn yet, and to bring it back in. I was assured I wouldn't be stuck with it.
The next morning I went back, hoping this was some kind of mix-up and that maybe I'd been handed the wrong ring by mistake.
The employee I spoke with inspected it under a loupe and offered to open a repair claim. Before agreeing to that, I brought up what I'd noticed: the dropped display ring, the same bag and paperwork reused at pickup, and the word "repair" listed on my original invoice for what was supposed to be a new purchase. He went to check with the original salesperson and came back to tell me that the display ring had actually been resized for me, because ordering my correct size would have taken 20 weeks.
A few things worth noting...
1) This was meant to be my wedding band and I was very upfront with that with my salesperson.
2) I was under the impression this was being order brand new in the correct size
3) David Yurman's own policy states this style cannot be resized, yet Orr's resized it anyway.
At that point I asked for a full refund and returned the ring. I told him that if something is going to take 20 weeks, customers should be informed and allowed to make that decision themselves, rather than being quietly handed the display model and led to believe it's new. By not informing me of the alleged 20 weeks, the impression I was left with is that this organization prioritizes moving stocked inventory over giving customers what they actually asked for. He got defensive, insisted that's not how Orr's operates, and framed the refund as him doing me a favor, for returning a ring that was originally a half size too small, had been dropped and damaged by their own employee, then resized without repairing that damage, and presented to me as new.
He did process the refund, however, the details regarding the "repair" were removed from the receipt he gave me for the refund.
When I discovered the damage yesterday, I incorrectly was giving Orr's the benefit of the doubt. Today, after being told it would take 20 weeks to arrive, I ordered the ring from the manufacturer directly and discovered it will arrive much sooner than 20 weeks. It will be here tomorrow.
I'll never shop at Orr's again. It's hard to trust an organization who feels comfortable enough to sell a groom a damaged & used wedding band while presenting it as brand new.
