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Jewelry Authentication Process is awful!

I recently bought a $1200 tanzanite with diamonds 14K gold ring that was listed as Authenticity Guarantee.  It was sent directly to me without authentication.  I listed a new and never worn Le Vian blue, chocolate and white  diamond ring in 14k gold Once sold it did go through the authentication process which took over a week from the time the had the ring.  I got a message today saying the ring failed authentication because "the stone appeared damaged, shipped, and/or scratched.  They refunded the buyer and are sending the ring back to me.    The ring has over 50 diamonds in it so the reference the "the stone" makes no sense to me.  

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