MoissaniteCo.com

Jordan, we are sorry that you were disappointed with your experience. However, we believe this review omits several important facts about how this matter was handled. When you contacted us regarding the ring, we immediately offered to inspect it at no cost to you. We provided a prepaid shipping label, agreed to cover all repair or remake costs, and agreed to cover return shipping. We also advised that if our jewelers determined there was a manufacturing issue, including porosity that weakened the metal and contributed to the failure, we would remake the ring from scratch under warranty at no cost to you. At no point did we refuse assistance. In fact, we repeatedly offered to inspect the ring and provide a full warranty remedy at our expense. It is also important to understand that porosity can occur in cast jewelry from any manufacturer. In many cases, if porosity exists, it is microscopic and not visible during normal inspection. No reputable jeweler intentionally ships jewelry with visible porosity or known structural defects. The purpose of our inspection process was to determine whether porosity was present and whether it contributed to the failure. Had our inspection confirmed that porosity weakened the metal and contributed to the damage, we had already committed to remaking the ring from scratch under warranty. The ring was purchased and worn beyond our return period. Like many jewelry retailers, our return policy and warranty are separate. A warranty claim does not convert an expired return into a refund. While we were willing to honor the warranty and remake the ring if necessary, you declined that option and instead requested a refund. We understand and respect your decision to have another jeweler remake the ring. However, we were never given the opportunity to inspect the ring ourselves or perform the warranty work we offered. As a result, we were unable to verify the reported condition of the ring or provide the warranty remedy that had already been approved. We also respectfully disagree with the characterization of our company as "fraudulent" or "predatory." We have been serving customers online for more than 20 years and have successfully completed hundreds of thousands of orders. While warranty claims can occasionally arise with any jewelry manufacturer, our commitment has always been to stand behind our products and honor our warranty obligations when issues occur. In this case, we provided a prepaid return label, offered a professional inspection, and committed to remaking the ring from scratch if a manufacturing issue was confirmed. Those offers remained available, but were ultimately declined in favor of a refund request that fell outside our return policy.

We are sorry the customer remains unhappy with her experience. For clarity, the original work performed was a standard ring sizing and tightening of the center stone. No repair work or modifications were performed on the halo or accent stone settings themselves. As part of our normal process, the ring was inspected for loose stones before being returned. After the customer later reported a missing accent stone, we repaired it at no charge and covered shipping both ways in an effort to help resolve the concern. We understand the customer believes the original repair work caused later accent stone issues. We respectfully disagree and have continued to offer to inspect the ring further, and that offer remains open. While we regret that we were unable to reach a resolution the customer was satisfied with, we always strive to handle repairs professionally and fairly.