Complaint Review: MoissaniteCo.com - Internet

<<< While you claim that you did your best, your company's policies completely negate this. >>>

We repaired the ring several times at our expensive include shipping.  I also forgot to mention that we originally soldered the rings together, free of charge.  We later resized both rings for you, unsoldered and resoldered the rings back together.  Anyone who has ever contracted a jeweler to do this type of work, knows its expensive, yet we did it all for free. 

<<< Once you get a customer's money and the ring is sent off, you're finished. >>>

If this was true, then we wouldn't have repaired the ring several times for free.  We wouldn't have shipped it back and reimbursed you for shipping.  We wouldn't have continued to provide free services such as ring soldering, ring sizings, and we certainly wouldn't have scrapped the rings, and remade them from scratch, all for free.

Unfortunately I don't think we are going to reach an agreement here.  But I am assuming that is not your intent.  But the fact does remain that we spent a lot of time, energy and money on your order to try as can be seen through our actions.  If what you wanted was store credit and exchange for another item, had you requested it, I am sure we could have worked something out. 

I just checked, and we sent, in total 15 emails to you.  If of the 17 emails you sent, a couple fell through the cracks, I apologize.  We literally received 200+ emails a day, and we do our best to respond to all of our customes in a timely manner.  And as I stated, and as you experienced, if you ever need to speak with a customer service rep immediately, we offer live chat, right on our website during business hours. 

Our company runs several different websites, and most of our customers appreciate the fact that they can always be immediately connected with customer service via live chat during business hours.  No wait, no busy signal, no "please hold, a rep will be right with you".  Customer service is always just a quick click away whether you have a question about your order, a question about an item, etc.  We adopted this system several years ago after receiving complaints from many customers about wait times to speak with customer service reps, and although I understand some may not prefer it, we have received positive feedback from the vast majority of our customers.

While you claim that you did your best, your company's policies completely negate this.  When I finally got fed up with my e-mails being ignored, I contacted one of your customer service reps.  I was told that your company doesn't replace lost or missing stones.  Basically, if you guys don't set a ring properly, it isn't your problem.  Once you get a customer's money and the ring is sent off, you're finished.  If they lose a stone, it isn't your issue.  I disagree completely with this policy.  Giving me "the benefit of the doubt" is the most rediculous thing I've ever heard.  I paid $1300 for a ring set that lost a stone on day 3.  That's just shoddy work.  The longest the ring stayed together was three weeks.  I'm not beating the crap out of a $1300 ring.  While you tried to help me, you didn't fix the problem.  I'm a teacher, not a construction worker.  I'm not hard on my jewelry.  If this set wasn't going to work for me, through no fault of my own, I should have been given at least store credit to get a setting that wouldn't fall apart.  When I lost the very first stone out of my ring, I asked one of you if the setting was delicate.  I was given a big "no".  This setting IS fussy.  I wasn't told the truth. 

As for the ignored e-mails, they WERE ignored.  No question about it.  I sent three e-mails that were never answered.  Not at all.  So how long (since it has been over 2 months now) does it take to label an e-mail ignored?  When I contacted your live chat, it had been at least two weeks since I sent my first e-mail with questions that I felt needed answered.  Isn't two weeks of nothing ignoring me?  I think so.  Say what you like, but there's no defending that one.

I think it is quite sad that you guys are so scared of your customers that you won't allow them to call you.  I also think it is sad that you ignore them when you feel you're done with them.  I'm your bread and butter, not somebody you can discard whenever you feel like it.  You guys have some very angry customers out there that are taking their personal time to let the world know about it.  I think you should stop resting on your "high" success rate and focus on what you can improve.  

I'm not an overly outgoing person, and I don't have a ton of extra time on my hands.  I don't just run around posting unnecessary crap on the internet.  I'm doing this so that others will know how you treat your customers.  I feel I was treated horribly and that I purchased something that was advertised as durable.  It was anything but that.  I just think people should know.  That's all.

We are very sorry for this unfortunate situation.  As she pointed out the ring didn't work for her lifestyle.  Micro pave rings are, by nature, more delicate than others.  There are very small prongs holding the stones, and if one of these prongs are bent, dinged, hit, etc. the stone can fall right out.  This is the nature of the micro pave.

That being said, we were honest when we said this is the first time we have had trouble with the style ring.  Not only have we not had any other customers lose a single stone from this style, let alone multiple stones.

We can understand her frustration as she did have to send it back multiple times to have the damage repaired.  But there are a few things that were left out here.  For one, we repaired the ring multiple times at our expense a courtesy.  We paid for the stone, setting, shipping costs, and even reimbursed her for shipping.  We didn't blame her for the repair, but gave her the benefit of the doubt and we absorbed the costs of fixing the ring as a matter of customer service.  We stand behind the quality of our jewelry and we did everything we could to ensure a happy, satisfied customer.  We even re-made the ring from scratch, just in case there might have been some unseen defect in the metal (we couldn't find anything defective with it, nor could our casting company to whom we sent it to get their expert advise as well).

We did answer all of our questions although it might have not always been in the time line she wanted.  If she needed immediate answers to her questions, she could have always used our live chat service which is available during business hours.  If we really meant to completely ignore her, would we really have gone through the trouble of repairing the damaged ring multiple times at our expense, shipping it at our expense and reimbursing her for her shipping expenses, let alone going through the very expense act of remaking the micro pave ring from scratch?  No, of course not.  I think our actions show we made a very serious and sincere effort to make a quality ring that she would be happy with.  Unfortunately, as she points out, it didn't work with her lifestyle.

We don't ignore customer emails as so many of our current and past customers can attest to.  If you would like to know the opinion of dozens if not hundreds of previous customers, why not visit the following active jewelry forum and ask them yourselves?

http://www.betterthandiamond.com/discussion

No company is perfect, but I believe we did everything we could to fix this situation.  We are truly sorry it didn't work out for her.

And just one minor correction, we have a B+ grade with the BBB (which I believe is the highest they will give a non-paying member company).  My firefox browser will not let me copy and paste the link, but if you google BBB.org and MoissaniteCo.com, you will easily find the BBB link. 

ps...The Better Business Bureau rates MoissaniteCo.com with an F grade.  Please beware.