klareh101
Subiaco,#2Author of original report
Fri, June 22, 2012
Following my first report GemsNY contacted me straight away via both phone and email. They were extremely concerned about my report and the possibility of the stone being fake as they believe 100% that all their stones are natural. They asked me to send the ring back so that they could send it to the GIA they also asked that I have a look at some alternatives from their website just in case the stone comes back as synthetic. In the event that the stone came back as synthetic they offered me an upgraded stone and money back for all expenses incurred.
GemsNY sent the ring to GIA on an express turnaround and within 24 hours they had information indicating that the stone was natural and not synthetic as I had been advised in Australia. GemsNY and myself were both very relieved with this outcome. I'm now looking forward to receiving my ring back and putting the experience behind me (as I'm sure GemsNY are too). Overall, the customer service has been excellent since reporting the problem and the item is as sold.
GemsNY
New York,#3REBUTTAL Owner of company
Thu, June 14, 2012
Hi Klare,
It was a pleasure talking to you yesterday. We are shocked as much as you are and take this matter very seriously. In our many years of business online and 30+years offline this is the first time such a scenario has arisen. As we discussed, once we get the ring back we will send the Emerald to GIA to verify that it is indeed a natural Emerald. We stand behind all our products and look forward to resolving the matter as soon as possible. We hope to make this rocky experience with us as smooth as possible going forward.
In addition, we guarantee that if we are not able to resolve the case to your satisfaction we will refund the full amount for the ring plus the additional shipping and ring appraisal expenses you have paid. Thank you again for choosing GemsNY.