Ross Simons

We understand your concerns and agree that opt-out requests should be handled promptly and accurately. We regret that this has not been your experience. To investigate this matter thoroughly and ensure the appropriate action is taken, we have reached out to request additional information so that we can review your account and identify why the catalogs have continued to be mailed.

We are sorry to learn that you have been disappointed with your pink sapphire eternity band. Rose gold over sterling silver, as with all gold-over-silver jewelry, can naturally fade, or tarnish over time depending on factors such as wear, exposure to moisture, skin chemistry, cosmetics, lotions, and other environmental conditions. Once the plating begins to wear, the underlying sterling silver may become more visible and can require cleaning or replating to restore its original appearance. We understand your concerns regarding both the shape of the ring and its appearance after wear. While many customers enjoy gold-over-silver jewelry as an affordable alternative to solid gold, it does require different care and maintenance than solid gold pieces.

Ross-Simons stands behind the authenticity of all of our jewelry. Our items are accurately represented based on their specifications, and the accompanying invoice details the metal content and gemstone information for each piece. We are committed to transparency and quality and stand behind our products with a warranty that they are as advertised. After reviewing the interactions you referenced, we found that our representatives remained professional, respectful, and focused on addressing your concerns throughout the conversations. We have reached out to assist.

We always want our customers to be happy with their purchases, and we're sorry to learn that these earrings did not meet your expectations. Earring posts are typically manufactured to standard dimensions, although the thickness can vary somewhat depending on the style and design of the earring. If you find that the earrings do not fit comfortably or appropriately, you are welcome to return them for a full refund in accordance with our return policy. We would also like to clarify that the product photos on our website are photographs of the actual merchandise. Images shown on models may be digitally placed at the correct scale to help provide an accurate representation of the size and appearance when worn. Regarding PayPal, we do not change prices after checkout or add fees to an order. We would be happy to review the order details with you. Please feel free to contact our customer service team at 800-835-0919 with your order number so we can investigate further.

Thank you for taking the time to share your experience, we truly understand your frustration and sincerely apologize for the continued issues you’ve encountered; this is not the experience we want for our customers. A member of our team has reached out to assist.

We appreciate you bringing this to our attention. We’re glad we were able to make a repair, and we hope that helped restore some confidence in us. If you ever experience an issue in the future, we kindly encourage you to reach out to us as soon as possible so we can assist you promptly and work toward a resolution.

We’re very sorry to hear about your experience. This is certainly not the experience we wish for our customers. Based on our processes, we do calculate and charge applicable duties and tariffs at checkout, and shipments to the EU typically do not take anywhere near two months to arrive or clear customs. From what you’ve described, this outcome is unusual and not something we would expect under normal circumstances. Without the specific order details, we’re unfortunately unable to review what may have caused the additional costs or delay in this case, and we’d really like to look into this further for you. If you’re open to it, please reach out to us directly with your order number so we can investigate and provide a more detailed explanation.

We’re sorry to learn that you’re disappointed with your experience. We stand behind the quality of all of our jewelry and aim to be transparent about our policies at the time of purchase. In addition, we offer optional extended protection plans for added peace of mind. Over time, normal wear and tear can affect even well-crafted jewelry, and repairs may become necessary. In these cases, we are happy to offer repair services for a reasonable fee. We have provided you with the option to proceed with the repair or to have the item returned to you in its current condition. We truly value your business and appreciate you bringing your concerns to our attention. If you would like to move forward with one of the available options or have additional questions, our customer service team is here to assist.

Whether a chain jump ring is crimped or soldered often depends on the style of the necklace and price point. You weren’t wrong to expect it to be sturdier—it’s a reasonable expectation. The ring can be re-crimped closed if it just opened up, or, for a more permanent solution, you could have it soldered shut, which will make it much more secure. Without more information on the order, we cannot reach out to assist. For further help, contact us at 800-835-0919 so we may help!

We completely understand how frustrating and disappointing it is to have pieces you love break so soon — it is never our intention to cause this kind of experience. We definitely want to help, but without specific order details we’re unable to reach out directly to assist. Please give us a call at 800‑835‑0919, and our team will be happy to look into this further.

Thank you for reaching out, and we are really sorry to hear about your experience — especially since you’ve been a loyal RS customer for so many years. We do want to clarify one important detail about the piece you ordered: it was advertised as 18K gold‑over‑silver, which means it is a gold-plated piece, not genuine 18K gold. Because it’s a gold plate over sterling silver, the look and weight will be different from genuine gold jewelry. We also want to reassure you that the diamonds on the piece are genuine. There is no synthetic or imitation stone in this piece.

We regret to learn that the earrings you received didn’t match the quality you expected — especially since you’ve had positive experiences with us before. Because we don’t have access to the order details from this review, we aren't able reach out proactively. Please feel free to contact us at 800-835-0919 so we may assist.

We’re very sorry to hear about what happened with your earring. We always recommend stopping wear immediately if you notice any issue with a safety catch or clasp, as continued use can lead to loss or damage. Unfortunately, we’re unable to replace or provide credit for pieces that have been lost. If you find the missing earring, please reach out to us so we may assist.

We regret to learn about your experience with the anniversary band — that’s certainly not the experience we want for you as our customer. We do have a dedicated Repairs Department, and they would be happy to take a look at the ring and assess what can be done to restore it for you. Please reach out to us at 800-835-0919 and we will be happy to assist.

Both orders show as delivered to the address provided. The return package you sent included paperwork only for the original order you had reported as not delivered. The replacement order sent free of charge, along with its packing slip, was not included in the return, so we’re unable to issue a refund or replacement for that item. Since you’re stating that one shipment was not received, your credit card company is best equipped to investigate and refund the charge. For this reason, we recommended working directly with your credit card issuer.

We are truly sorry to hear that your recent order didn’t meet your expectations. As a jeweler with over 70 years in the industry, we pride ourselves on transparency, craftsmanship, and accurately representing every piece we offer—both online and in our catalog. All of our jewelry is photographed and described to reflect each item as accurately as possible, and it’s disappointing to learn that the items you received did not match what you anticipated. That is never the experience we want for our customers. If any pieces did not meet your standards, we are more than happy to assist with a return or exchange.

We’re truly sorry for the frustration and inconvenience you’ve experienced, especially with such a meaningful and valuable purchase. We completely understand how upsetting it is to have a bracelet of this quality fail—twice—and we regret the unfortunate sequence of events that led to our team repairing the piece first, rather than directing you to file through Extend as should have happened. Extend is the warranty provider for this item and has the tools and authority to determine the appropriate next steps. They will be able to assist you once your claim is submitted.

All of our jewelry is authenticated before it is sold. It is important to us as a reputable jewelry business for over 73 years, that our customers know exactly what they are buying. We provide a full warranty that our items are as advertised, and the invoice included with the jewelry provides the metal (and gemstones as appropriate) for each piece we sell. Without having specific order information, we cannot investigate these claims. We have requested more information.