The diamond in this engagement ring was a sentimental one to its owner, making it a tough loss when it fell out, but Kingston Fine Jewelry was quick to offer to replace it after realizing it had made a mistake.
Kingston, N.Y.--It might be a sad story at first, but it’s got a pretty nice ending to it.

When the diamond and mounting in Ulster Park, New York resident Kristin Judd’s engagement ring from fiancé Justin Horowitz fell out, she didn’t think there was much she could do.

The 0.64-carat VS1 brilliant-cut diamond in the ring came from Judd’s stepmother’s ring. For her father, it was “his fifth marriage, his one true love and the one that lasted, so I thought it carried good luck for mine and Justin’s second marriages,” Judd told National Jeweler.

Judd and Horowitz had the diamond placed in a white gold setting at Kingston Fine Jewelry in nearby Kingston, New York in late February, just after they had gotten engaged.

20170707 Lost settingThe ring after the diamond and mounting had fallen out when its owner, Kristin Judd, was gardeningThough Judd doesn’t know exactly how or when the two were lost, she said she suspects it happened was while she was gardening on Monday. 

“I noticed it about two hours after I had taken off my gloves and put my tools away,” she said. “I can imagine it falling out of my glove wherever I was when I took them off. We metal-detected the whole front yard, in hopes that the setting would be enough metal to pick up.”

Neither were found.

Judd added that she had even been in touch with her insurance agent about getting the ring, along with another ring she had, insured but just hadn’t gotten back to him about it yet.

“So I truly thought I was out of luck.”

She called Kingston Fine Jewelry to tell them about her loss though, interestingly, said she doesn’t know why because she didn’t expect the store to do anything.

Still, staff member Krista DeAngelis, who had sold them the mounting and appraised the stone for them, answered when she called. DeAngelis immediately apologized for the mounting and diamond falling off the ring, and for what she believed to have caused the loss--a flaw in the solder.

She immediately offered to replace the stone and mounting at no cost.

“I hadn’t cried up to that point, but when she told me that, I did,” Judd said.


For the store, though, it was just the way that good customer service should be, especially for a mistake that was their own.
 
“It’s a sentimental stone, and we can’t replace that but we can fix our mistakes,” DeAngelis said. “The fact that she wasn’t expecting anything is surprising, and I don’t know what that might say about the customer service of other jewelers.”

Judd said when she called, they had a conversation about what could’ve gone wrong. When DeAngelis heard it was just the mounting and the stone that had come off, with nothing else wrong with the ring, she came to the conclusion that it probably was a flaw in the soldering.

They talked through the likely issues with the ring both because the store always wants to be forthcoming, DeAngelis said, and to help Judd understand that in this case, it was nothing she did.  

Judd went in to see the store staff Thursday evening, and the new ring is expected to be on her finger by the end of next week.

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Since 1906, National Jeweler has been the must-read news source for smart jewelry professionals--jewelry retailers, designers, buyers, manufacturers, and suppliers. From market analysis to emerging jewelry trends, we cover the important industry topics vital to the everyday success of jewelry professionals worldwide. National Jeweler delivers the most urgent jewelry news necessary for running your day-to-day jewelry business here, and via our daily e-newsletter, website and other specialty publications, such as "The State of the Majors." National Jeweler is published by Jewelers of America, the leading nonprofit jewelry association in the United States.