We are sorry that in the end he wasn't pleased with his purchase. However we’d like to clarify a few of the details.
The custom ring was returned and thoroughly inspected by multiple GIA-trained gemologists employed by our company. All of them independently concluded that the Moissanite stone did not have a bowtie effect or any light leakage. This was a professional, fact-based evaluation—not an opinion. Below is a link to a picture of the ring and Moissanite for this order.
https://www.moissaniteco.com/media/view/2025/06/309920_3873.jpg
The ring itself showed a high-quality finish, including clean engraving and polish. We do concede that small imperfections can be seen under magnification, but this is true of all hand made jewelry.
The customer referenced an unnamed third-party jeweler (a competitor) who noted defects. However, when asked to provide a written evaluation or any supporting documentation, none was provided. Without verification, we can only consider it an informal and potentially biased opinion.
While custom orders are typically non-refundable, we made an exception in this case. We accepted the return and refunded 80% of the purchase price, withholding only the standard 20% custom order cancellation fee. This policy is part of the terms of sale agreed upon during the ordering process.
This appears to be a case where the final product did not meet the customer’s expectations—not one where the ring was defective. Nonetheless, we extended flexibility beyond our normal policy. We remain committed to transparency and stand by the quality of the ring that was delivered. And in the end, we are sorry that the ring didn't meet the customer's hopes and expectations, despite being a beautiful ring.
Thank you for your feedback, Katelyn Clark. We’re sorry to hear about your experience. Fine jewelry, especially engagement rings that are worn daily, require regular maintenance to ensure longevity. It is generally recommended in the jewelry industry to have prongs and settings inspected at least once or twice a year to prevent issues such as loose stones or broken prongs. From our records, we see that we repaired your ring nearly five years ago, but it has not been brought in for inspection or service since that time. Without regular maintenance, wear and tear can lead to damage over time. For customers who are unable to keep up with routine inspections, we also recommend considering jewelry insurance to help cover unexpected repairs or replacements.
That said, we’d love the opportunity to help you restore your ring if you’d like to explore repair and refurbishment options with us. Please feel free to reach out—we’re happy to assist in any way we can.
We appreciate all feedback, even when things don’t go as expected. This order was placed late on a Friday night, with a processing time of 1–3 business days (Monday–Friday). Early Monday morning before we re-opened from the weekend, the customer requested a cancellation, which we promptly processed within 30 minutes. A refund confirmation was sent at that time.
Two business days later, we received another message expressing frustration about the refund, which we clarified had already been issued. As is standard with credit card refunds, processing times can vary depending on the bank.
We strive to provide excellent service and handle all requests as efficiently as possible. In this case, we fulfilled the request exactly as asked and within our stated timelines. We regret that the experience was frustrating for the customer, but we remain committed to clear communication and timely service.
