New scratch on top of heirloom diamond after getting it reset at Shane Co
Posting to help out my mother in law. She got her family heirloom diamond from the 1930s reset. It has a natural inclusion on one quarter of the diamond. We had this noted when we brought it in to Shane co. Now that we got it back, there is a new scratch that appeared on top, so stark you can see it with the naked eye. This was not on the diamond description when they evaluated it before setting it. This is in addition to really messy prong settings, with scratches on the sides of the prongs, excess platinum goop(?) on the undersides, and the ring in general has several asymmetrical details. This was pretty hard to catch in photos.
Shane will back the ring with a full refund, but the diamond is not covered and they valued it at $0 when it was brought in. My MIL is just terrified to bring it back to them, even if it’s just to take the diamond out of the setting.
What can be done about the diamond? What should we expect from Shane co? She is heart broken and is so worried to trust another jeweler.