Couple claims jeweller Michael Hill refused to replace missing diamond from engagement ring

A couple have claimed a jeweller refused to replace a missing diamond from their engagement ring despite being covered under a ‘lifetime warranty’.

Shane Partington, from New Zealand, proposed to Shauni Tatham with a solitaire diamond ring he purchased for $1,800 from Michael Hill in August last year.

But just seven months later, the diamond went missing from the white gold ring.

When the pair returned to their local store, they were told the company’s ‘Lifetime Diamond Warranty’ does not cover the stone’s replacement because they believed the ‘damage was due to the customer’s handling of the ring’.

Appearing on New Zealand’s consumer affairs TV program Fair Go, the couple insisted the diamond disappeared during ‘normal wear’.

Shane Partington, from New Zealand, proposed to Shauni Tatham with a solitaire diamond ring he purchased for $1,800 from Michael Hill in August last year

But just seven months later, the diamond went missing from the white gold engagement ring

But just seven months later, the diamond went missing from the white gold engagement ring

Shauni, who is an early childhood worker, claimed she would take her ring off at every chance she had.

‘So dishes, gardening, shower, sleeping. I didn’t want to lose it, I didn’t want to damage it – it’s new, it’s pretty,’ she said.

But one day, she noticed the diamond was missing. 

‘The diamond was gone. I don’t remember banging it.’

When the couple returned to the store, they were told their missing diamond was not covered under warranty. 

‘He said it had been in an accident and they can’t cover it. I said “it hasn’t been in an accident, she’d been real careful with it”,’ Shane said.

‘It just blows my mind that they could do this. I just think we’ve been unfairly treated.’

On the company’s website, it said: ‘We will replace any diamond covered by our Michael Hill Lifetime Diamond Warranty if it chips, breaks or is lost from its original setting during normal wear. This includes labour and materials for setting the replacement diamond.’

When the pair returned to their local store, they were told the company's 'Lifetime Diamond Warranty' does not cover the stone's replacement because they believed the 'damage was due to the customer's handling of the ring'

When the pair returned to their local store, they were told the company’s ‘Lifetime Diamond Warranty’ does not cover the stone’s replacement because they believed the ‘damage was due to the customer’s handling of the ring’

Appearing on New Zealand's consumer affairs TV program Fair Go, the couple insisted the diamond disappeared during 'normal wear'

Appearing on New Zealand’s consumer affairs TV program Fair Go, the couple insisted the diamond disappeared during ‘normal wear’

The ring was sent to the company’s headquarters in Brisbane for further inspection.

The couple said they were hoping the company would take responsibility over the damage and determine it was due to their workmanship.

But three months after inspection, the company insisted the damage was due to the customer’s handling of the ring. 

Despite the outcome, the company offered the couple a full store credit to the value of the ring after the assessment process took longer than expected.

A Michael Hill spokeswoman told Daily Mail Australia: ‘The couple have happily accepted a store credit to the full retail value, which is more than they were seeking.

‘Michael Hill is focused on ensuring high levels of customer satisfaction, and has therefore apologised to Shane and Shauni for the time taken and offered them a store credit to the value of the original ring.

‘We do not consider it appropriate to discuss this matter further as it has now been resolved.’



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