Jenifer K.
Yelp
TLDR: This store and one of their key designers aren't willing to stand behind their product, claiming that too much time has passed to fix an issue with a defective (and expensive) item, in spite of us all staying home for almost two years due to a global pandemic. I have spent the last four months trying to work with them to find a solution that is mutually beneficial but the only remedies they offer cost me more for replacement items I don't actually want AND generate additional profit for them. Buyer beware and definitely don't buy from the Eriness line.
Full review: It truly breaks my heart to write this review as I love this store and, over the years that I have been shopping here, have become friends with one of the salespeople (Soshi) who helped me repeatedly. That said, I feel obligated to warn other shoppers about the store's policies, customer service and one item in particular. As a small business owner, every year when I make my company's revenue goal, I reward myself with an extravagant gift of some sort. For the last few years, my reward has been beautiful jewelry. I had bookmarked the Des Kohan website for their jewelry a number of years prior to discovering that they were located across the street from my drycleaner. When I realized it, I felt it was serendipity and was overjoyed. So, in November 2017 when I made my numbers, I immediately went to purchase a beautiful diamond and gold necklace (~$1K). The following year, in December 2018, I purchased a pair of $2K diamond and gold huggies to match. Within the first week and a half of wearing the earrings (twelve days to be exact), one of them fell out of my ear without me knowing or feeling it. Thankfully, it had fallen out in my garage and I found it and brought the pair back to have them fixed. I thought the issue was resolved and left, pleased with the customer service to which I had become accustomed. I wore the earrings sporadically for a little over a year until COVID hit and forced me into strict lockdown as I have both asthma and an autoimmune disease. So, I didn't wear the earrings from mid-March of 2020 until mid-June or so of 2021. And then, I only went out occasionally and very carefully so didn't wear them frequently at all. Over Thanksgiving of 2021, I went on my first vacation since the start of the pandemic and only brought one set of jewelry so I didn't have to worry about losing anything. Thinking they were secure after having been "fixed," I wore these huggies every day for almost a week. But on the Friday after Thanksgiving, I got back to the hotel to discover that one of the huggies had again fallen out of my ear, this time somewhere in the desert never to be seen again. The next day, we retraced our steps but to no avail and I flew home utterly devastated. Knowing that I had spent over $3K in about 13 months in the store, that Soshi knew me well AND that we had been through a pandemic during which I never left my apartment, I felt fairly confident that the store would work with me to rectify the situation. As I now knew for sure that the earrings weren't secure (were defective?) and didn't want to pay to replace the second one, I asked them to take the single one back and let me buy something else on store credit (just for that one earring). Keep in mind that, trying to be reasonable, I didn't ask them to give me anything for free. I simply requested that they stand behind a product which had already failed once, after it failed a second time costing me a thousand dollars. Both the store and the designer refused that suggestion claiming too much time had passed. Considering other options, the designer would only sell me a replacement for the lost earring at wholesale cost which included a profit for her. This just felt dirty to me, especially since I couldn't trust that they wouldn't fall out again. The store has also offered me a $200 credit to use on a replacement earring but there is basically nothing in their collection that works with the other huggie that is anywhere near that price range. Trust me, we have tried MANY options. We finally identified another earring that compliments the huggie but that I don't really love and when I asked them to sell it to me at cost (so they don't lose anything, but don't make a profit off my misfortune), they refused to do that as well. Meanwhile, other stores and businesses are allowing consumers to use expired passes and such, understanding that they couldn't use them during the pandemic. So, please know that this store doesn't stand behind their product and seriously consider whether you are willing to spend over $2K on a pair of earrings that may very well just fall out of your ears without any warning. The earrings are made by Eriness and are the 14K yellow gold diamond huggies with diamond tear drop as shown below...
P.S. Yes, the huggies are insured but filing a claim wouldn't cover this (due to my deductible) and would simply jack up my premium. :(
