THINGS ENGRAVED STORE- BOTCHED ENGRAVING ON 18KT GOLD RING
After engraving, it turns out the name on the inside of the ring was double engraved. This makes two lines for all characters where there should only be one. Basically the same engraving but offset. The font is supposed to have very sharp lines and this ruins it. This may seem like a minor issue to some, but for me it is not. I will be wearing this for the rest of my life. It is an error in the engraving and does not match the font file nor reflect the design approved with the “tape run”.
After following up the store manager admitted the problem was with the engraving machine, and said the mistake was repeatable when she tried my engraving on something else. She said a portion of the machine was going to have to be replaced so she could do my engraving “without mistakes (her words)”. I even have this in writing/on email from the store manager. I was asked by the store manager to email in a copy of the purchase invoice for my ring as well as send contact information for the store where it was purchased (as a side note I was also asked to advise the ring value before the engraving). She was going to take it up with the district manager. After sending this information in and following up, so far I have been advised the best that the store could do it pay for the engraving to be “buffed out”. To me this solution is not viable for several reasons including the fact that the engraving is deep enough that buffing it would cause the ring to be oversized and too large for me. Also, as a minor and side point it just removes gold weight that I paid for.
Things Engraved should be held accountable to replace this ring as the issue was admittedly caused by an engraving machine error. It’s not the case that I just don’t like the look of the engraving. The end result does not look like the custom text file PDF, and does not look like the tape trial run, and it is an engraving mistake that just does not look good. Once again, I would understand the store not being willing to replace a product if the engraving turned out as it was supposed to and the customer just didn’t like it. However, this was admittedly a botched job and a mistake of the store with a poor result.
I will be sending an email to the district manager for the Things Engraved Waterloo location tonight. Anything less than an offer to replace my ring will not be accepted.
Let’s see how the district manager handles this situation, I just wanted to make this experience visible to everyone as it happens.
I will post when I receive a response.