J Janusz Custom Jewelry Design

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My wife and I initially came to know John and Joyce after being referred by our insurance agent to get our ring appraised. During the meeting, they mentioned producing custom jewelry, so when it came time to start thinking about getting my wife a birthday present, I headed back to visit. The stone from my wife's engagement ring had come loose and since been replaced by Kay's under warranty, so taking the original diamond, I asked if it'd be possible to put it in a pendant. John is a wonderful artist and had some great ideas, Joyce was all too happy to get the business, so we began discussing. I should note that during this time, Joyce showed herself to be a bit unprofessional. She blamed John for missing stones and all but started an argument with him in front of me. I repeatedly felt I should excuse myself, but pressed on hoping to get the matter resolved and leave.I initially had a $500 piece in mind, they quoted me at $1370. Joyce stressed it probably wouldn't go higher than that.Okay, so I had to spoil the surprise for my wife as it'd just become a massive financial undertaking to deliver this gift. I stressed to Joyce that cost was major factor and the budget would be a big concern. She was extremely cavalier towards my concerns and stressed repeatedly that the finished product would be beautiful, demonstrably ignoring the issues I was raising regarding the cost. That was my problem to worry about after all, not hers. I brought my wife in on the surprise given the cost and after a few notes John took into account, we agreed to place a deposit. When it came time to view the wax facsimile of the finished product, Joyce's initial quote had swelled by another $330, bringing the total to $1700 for the piece. We balked at the cost and asked to have some time to discuss overnight, Joyce immediately responded asking, "What's there to discuss?" and after stressing again that cost was a huge factor, she dismissively said, "Well, money is money."After discussing the matter, my wife and I agreed to walk away. The increasing cost had already spiraled beyond what we'd been told initially and Joyce's attitude only added insult to injury. I called to cancel the piece and asked for the diamond I had provided to be returned and a refund on the deposit since no finished product would be delivered. Joyce immediately changed gears on me and said that it was "their policy" to not do refunds on deposits. I kindly reminded her that it was never mentioned to me that the deposit wasn't refundable, nor was it on the receipt we'd been given. She stressed that there'd be no refund despite never stating this prior, ignoring any attempt to discuss the matter further. We then agreed to meet so I was able to pick up the diamond. Showing up half an hour late to give me the diamond back, I again brought up the deposit being refunded. Her tone became aggressive that it was "their policy" not to refund deposits - conveniently taken via cash or check oddly enough - and just as quickly stressed how much she'd regret that we weren't seeing the creation of the jewelry through to the end. About how beautiful the finished product would be. I took the diamond, told Joyce to take care and left.An unspoken, unwritten policy isn't a policy. And it's poor business to take a client's money without ever making mention that the deposit was non-refundable. I understand custom jewelry is just that, custom. But for a business that so haphazardly demonstrates a concern for money costs itself any sort of repeat business, which assuredly they won't be getting from us after this. The only reason I even gave a second star is the patience and artistic ability of John, who is an absolute pleasure to work with. But it seems Joyce is fiercely concerned with the business at the expense of all else, even keeping a customer. Should you work ...