I purchased a 1 carat round asha for my engagement ring. After 5 months of reasonable wear (I take it off when at home, cleaning, etc), the stone is worn and matte around the table. I attempted to contact BTD for an exchange, refund or to put the value toward a more expensive Amora Gem. The response I received from Dana did not ask clarifying questions, stated that there are many reasons this wear and tear was clearly my fault and offered to sell me another Asha for a discounted price. If the asha wore so poorly it makes no sense to purchase another one, which I explained. I also offered to send it in for them to see and attached photos. I never received a response. I intentionally purchased my stone through BTD because they were the creator of the product. I assumed that they would stand behind their warranty and their product. I am incredibly disappointed that they refused to have a discussion about my issue and we're not interested to learn more about it to perhaps improve the asha in the future. Right now I feel like I wasted $189 on a cz. Please beware that if you plan on wearing your jewelry daily, it will not last. I will be filing a claim with my cc and the BBB.
Thanks for your feedback and sorry to hear the Asha did not hold up for you.
I can't comment on the customer service aspect yet as I'll have to review that in our CS system later today.
I do want to quickly make a couple points though:
I assumed that they would stand behind their warranty and their product.
Your statement here is not correct - the Asha is not sold with a warranty (and neither are our Takara lab diamonds, etc).
The Asha is 'scratch resistant' but certainly not 'scratch proof'. Time is not the factor in whether it will show wear or not. Rather, whether it gets hit hard enough to scratch it is the factor.
Thus, some people can go 10+ years and it still looks perfect, others who are hard on their jewelry may not get a year.
We don't control how hard the Asha is hit or not hit during wear after we sell it and thus we can't (and don't) make any claims as to how long it will or will not last.
I'm sure if you wore this Asha in a pendant, you would be able to go likely a lifetime without an issue as a counter-example b/c it's not a 'defective stone' or 'mechanical breakdown' but rather it has a fixed threshold for scratch resistance and if that is exceeded, it will scratch.
Another customer just posted this Asha review this weekend for reference:
"I have been holding out on a review in order to really test the stone. (Keep in mind I do work hands on everyday)
THIS RING IS AWESOME! I work 5-6 days a week mostly with my hands and haven't seen a single scratch or dulling in the stone."
So very different experience and the main differentiator is simply how hard/often the Asha was hit during wear.
I'm sure you did not intentionally wear it hard, etc. so nothing is implied in that respect.
Rather some people, such as my wife, are just hard on jewelry - my wife can't wear sapphire without scratching it up in months for example.
Similarly, my brother's wife came home one day with a giant chip out of her 2ct diamond. She didn't recall hitting it hard, etc. and they lost $10K all said and done from that.
So no gem is 'impervious' to wear, there are simply fixed degrees of scratch resistance and chip resistance, with varying parameter depending on the material.
2 - We've already maxed out everything we can in terms of the Asha and are not actively R&D'ing it anymore. Rather our focus is on the Amora Gem and to a lesser degree our Takara lab diamonds.
That's why we would not have wanted to 'see your Asha', etc. We've already got tons of data on it and the wear issue does in fact boil down to if it gets hard enough, frequently enough, it will definitely build up small micro-scratches that will impede the stone's beauty.
We don't have any additional ways to increase the durability over what it is now - the best answer for better durability is simply the Amora Gem, which we did massive amounts of R&D for and is inherently a much harder and tougher crystal.
The lack of negative reviews reinforces that these posts are deleted. Of course I knew an asha wasn't a forever stone but I also saw many many people touting several years with an ering. That would have been worth the money, not 5 months.
We don't delete posts except in very extreme examples, and as you can see I am simply replying to your post, and the mods have not deleted as you are claiming. There are other negative Asha reviews, almost all of which boil down to Asha's that didn't hold up to their wear as long as they wanted. Another customer was unhappy because they saw wear after two years. But again, the Asha has a fixed level of hardness/toughness and whether that gets exceeded during daily wear is not something we can control.
Reading the posts on here, one would assume that the cz is premium and wears better due to the coating. If not, then they are selling cz's for $189 and presenting them in such a way that i, as well as many others, are stupid enough to buy them. They are sold in ering sets. They should be durable enough to last beyond 5 Mos.
The amorphous diamond coating does improve the wear resistance, but it certainly does not make it impervious to wear.
The main issue here is you are treating this is a 'mechanical breakdown' model ala I bought a toaster and it shorted out in 5 months. That's not what happened here.
The better analogy is buying a new car - if the car hits something hard even 5 seconds after leaving the lot, it will be damaged. If it does not get hit, there will be no damage.
If a customer buys a new car and damages it against a parking barrier, should they claim "I only had my car 5 days and it's already showing damage - the dealer should give me a new car b/c clearly a new car should last longer than 5 days without showing wear, or I'll file a BBB complaint, chargeback on my credit card, etc."
You also seem to have ignored that we did apparently offer you a replacement at a discount, so it's not as if we didn't at least make some offer to assist.
That said, if you already are seeing damage on the Asha in five months (which is uncommon), then I agree with you - a replacement will not make sense, you'll just buy yourself another five months and be back to the same place.
But mostly I wanted to post to point out that we don't provide a warranty as you are claiming in your post, and how long/little an Asha lasts is simply a function of the daily wear it encounters.
That said, certainly we don't want customers to have an unhappy experience but I'm not clear there's a whole lot we can do here - based on your wear situation, replacing it would just buy you another five months, and while the Amora Gem is substantially more durable, it is significantly more expensive.
I'll look into your Customer service interactions later today and follow up with you directly then.