Let me start by saying, I have always loved The Velvet Case!! It has been my go-to when it comes to not only buying, but selling jewelry also. Any other day I would have given them 5 stars and I hate to give them 1 but this experience was THAT BAD that I have to....and I am not one to normally complain, but in this case, I feel as if it is needed, for more than just one reason. I have a beautiful, ruby, white gold ring, that was my grandmothers, and the stone had fallen out of the band. I brought it in to be fixed on Thursday, the 19th of December. I was personally told "that it could take up to 2 and a half weeks to get back because of the holidays and the weather." I told her I understood and that was fine. I then went back 2 and a half weeks later to see if my ring was ready and was told no, that the man who does their jewelry repair had just picked up on Monday, the 30th of December, a week and a half after I had dropped it off. I was okay with this and not mad whatsoever but let them know that I was personally told it would be up to a certain time and that if it is not going to be within that time, they should at least let the customer know and/or ask if that will still be okay. They agreed and told me they would have a talk with their employee about doing that. On January 18th, Saturday, a month after dropping my ring off, I got a message saying they got an estimate and to call them. Which then, I was informed the amount of the estimate, and that they would go ahead and let their jewelry repair guy know I gave them the yes. I, at this point, was just then finding out that he hadn't even started my ring yet. So, I asked her if she could give me a round about time on how much longer it would be. She told me she had to email the guy with the yes's or no's on estimates and that she would ask him and message me back with an answer. On January 27th, a little over a week later, I still had not heard anything back about how much longer. So, I had to contact them, which with everything else and then this too, I was now getting a little frustrated. She replied back that same day letting me know that it should be ready for pick up that Friday, January 31st and that she was sorry she did not get back to me after she said she would because Saturdays are busy for them. Which I totally understand, but what about all the other 9 days that I had not heard back. Are you telling me you, and all of your co-workers, were that busy that no one had anytime to contact me back, after I was told that you would?? Well, now the worst part of this frustrating experience for me, I go on Friday, January 31st to pick up my ring, which I will add, no one even let me know that it WAS ready, and my total bill was $150, to have 4 prongs fixed. I looked at it and was shocked!! I could not believe that this was the same company that I had such good experiences with, in the past. My grandmothers ring came back to me with the stone set in crooked, the band not straight or even on both sides. The whole ring was not done right in any way So, before I left, I said something to the lady, and she took it over to another woman who has been there for a very long time and who knows that I come in often and they both told me that they could clearly see what I saw but made the comment that the stone was in there nice and firm. She then said that if it was someway beforehand, that it would cause the stone to sit crooked. I told her that when the stone was in previously, it was NOT like that. She then asked me what I wanted to do. If I wanted to leave the ring again and have him come pick it up again and be fixed again. That he probably would not be back for another week or two but didn't know for sure when because he does not have a fixed schedule. I explained to them, that I really did not want to do that because of how long it took for me to get it back this time. And I asked her, If I dropped off my ring to be fixed completely, even IF whatever was wrong with it to begin with to have caused the stone to sit crooked (which it wasn't) shouldn't he have fixed all of that this first time??? And instead of answering my question and/or having a little bit of sympathy for me after waiting so long, and spending a lot of money, all to have my grandmothers ring that is very special and sentimental to me, come back all wrong, she instead asked me if I wanted them to contact me and let me know when he would be coming back by. Which I said yes, but at this point I don't know what I want to do. I would be much more willing to have them fix it again if they didn't make me feel like I was being over dramatic or taking up their time or being a nuisance to them. And had a little compassion for an unhappy customer who just paid a lot of money and waited a lot of time all to get my ring back that was messed up in more ways than just one. I would have also liked to speak with the owner about all of this at the time but unfortunately, she was not there. Any suggestions? read more