I’m posting this as a follow-up to describe the resolution, in case anyone else finds themself in a similar situation (consignment seemingly lost, but not acknowledged, by TRR).
Using the contract as a guide, I sent a typed letter, certified mail return receipt requested, to the legal department of TRR, advising that I wanted the diamond ring returned to me within 30 days or, if they could not produce the ring, the amount I was entitled to as commission. I cited specific paragraphs in the contract, kept it simple, and did not get into a whole lot of accusations or general complaints (although warranted).
I did not get a return correspondence but after almost a month, I noticed that TRR marked the ring as “sold” and noted on my page that I was due the commission. That commission has been paid. I’m sure they never located the ring throughout the months I inquired about its status but what was more infuriating was that there was zero communication from customer service or my contact person.
I still have a couple of items consigned with TRR which were sent at the same time as the ring, but I will no longer consign with them in the future. I’ve found them to be a great resource when things go smoothly (proper listing, quick sale, quick payment) but if there’s ever a problem (description of an item that is incorrect and needs to be changed,
item disappeared from active listing for months) there’s absolutely no customer service to be had.
It’s really a shame.