Not Honoring The Warranty, Buyers Beware
I used to promote this company, but no longer. My spouse and I purchased our wedding rings and a lifetime warranty from the Redding Ca location 25 years ago. Over the years, they honored the warranty several times—most notably when the main diamond in my ring fell out and was lost; they replaced it with the warranty. It happened two more times after that, and each time they covered the cost to send it out for repair under the warranty replacement of the stone if lost or putting it back in if I had been able to find it when fell out. They also regularly cleaned the rings whenever we visited the mall as well as sent it out to repair the prongs when worn one time. However, the last time the diamond fell out, everything changed. They denied any record of past repairs or maintenance and voided the warranty entirely, insisting I would have to pay for the full repair—at a cost estimated to be three times more than what I originally paid for the ring.
While searching their new and old systems, they asked if four different past addresses and old phone numbers were mine—all of which were correct. Clearly, they had access to my historical information, yet still claimed I had never brought the ring in for service since purchasing. When I asked how they had all my old addresses if I had supposedly never come in, they had no answer. I gave them ample time and opportunity to locate their records—both digital and paper—but they failed to find any documentation of the multiple repairs, cleanings, and diamond replacements they had provided under the warranty and the times they had sent it out for the repairs. This experience has shown me that the company is counting on customers losing their jewelry or their marriages so they never have to honor the lifetime warranty. Their integrity and customer service have significantly declined. Do not rely on them for a long-term commitment piece—they will not honor the warranty when it truly matters. I will never recommend Harry Ritchie’s again and will pay a different jeweler to repair my ring. They will not receive another cent from me. It's no wonder many of this companies stores are closing.