ComplaintsforNa Hoku, Inc.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My complaint is that they describe a lifetime warranty on workmanship .The turquoise stone fell out so I mailed the ring to them in ******** and after about 3 weeks they told me they where not able to determine warranty coverage that they had to mail it off to original manufacturer ???? I was never told who that is the outcome was that my lost stone was not covered under warranty due to wear and tear . All I do is wear the ring everyday what wear and tear causes a stone to fall out . It was not determined excessive wear and tear just wear and tear , I have had the ring assessed by other jewelers who have said this should defiantly be covered. I feel like in their warranty statement that they say not covered if there is wear and tear is a very broad explanation for not covering a manufactures defect . This purchase was a huge stretch for me and I was so disappointed that this so called fine jewelry company does not uphold their warranty . Plus who is the original manufacturer that determined my ring not covered by Na Hoku warranty.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/29/22, my wife and I purchased rings at the Kona store. The store did not have her ring size in stock, so they sent a size 7 ring to your Oahu store to be sized down to a 6.We received the re-sized ring early in January 2023. She wore the ring - which fit perfectly and is beautiful - for about two weeks. She then noticed that the band was bending and beginning to grow rough. As this is unacceptable, she reached out to customer service who helped us ship the ring back for repair. We received the repaired ring in late February BUT it was back to a 7 - not a 6. So she contacted customer service who, once again, helped us ship the ring back to be re-sized. The re-sized and repaired ring arrived back with ** in late March 2023.She wore the ring for about a week and the metal, once again, is bending and growing rough. We are surprised and disappointed that what should be a high quality ring continues to present with such problems. At this point, we want to return this ring completely. We also want to return my my ring as we bought them to be a set and, at this point, that is not going to happen.We have reached out to their customer service who responded via email and first stated they would provide a store credit for both rings.After we stated that we wanted a full refund, Na Hoku customer service is only offering a credit for my wife's ring.I have spoken with ************************* (VP of Marketing and Sales) who was both unprofessional and disinterested in resolving my issue with regards to customer service and warrantied issues.I have reached out to numerous others who only respond via email and are not willing to refund our money for this purchase.We are seeking a full refund and wish to no longer conduct business with Ana Hoku.

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