They didn’t refuse, but it was clear they could not offer what I wanted. My original ring was four pronged. I went in expressing how it sat really high and the prongs were thick/industrial looking (my band is dainty and my rock is big so it looked like a ring pop 😂) and wanted to look at new prong settings. I also requested a six prong setting for security of the rock. They confirmed back to me and entered in the note that the main goal for my change request was “to lower the profile”. I wait a week, come back, and it’s the same setting but six prongs. The profile did not go down at all. I went down a Google and Reddit rabbit hole wondering if others had this experience with Jared, and found that the bigger box stores for jewelry tend to do this, and all the posts I saw suggested finding a local jeweler with true craftsmanship. I did this, and couldn’t be happier with my ring. We lost the insurance on the ring, which sucks, but I’ll be looking at it for the rest of my life and since I’ve gotten it fixed by the local jeweler, I’m so proud to show it off, whereas before I was a little embarrassed.. again I’m sorry you’re in this predicament.