- 7 years ago
So I had an “incident” just recently with the Engagement Ring that I purchased my fiance.
I have read so much about MoissaniteCo.com (mostly good), but I had read some reviews about poor customer service and them not making it right for the customer….
I am writing this because I had an issue and THEY WERE PERFECT. I could not have expected a better experience, considering something had went wrong. Let me explain in detail what happened.
I ordered the ring and it was shipped July 03, 2013. I ordered the Wed455 (Eng819 set), which does contain a petite band. It is not for everyone, but my fiance insisted this is the style she wanted. I reviewed a lot about the fact that these bands are more delicate and can sometimes bend (I even read a review on WeddingBee of someone else who this happened to). Well, I went ahead and got this style for my fiance because she is not rough on her jewelry. She puts it back in her ring box every evening and has had much more delicate jewelry and never had a problem. Unfortunately, she noticed one of the stones had fallen out only a few weeks after we ordered! Now, I am sure many would be upset and instantly blame the “quality of workmanship” on MoissaniteCo.com and be furious. Well, I am here to say that is not a good way to handle an issue like this. Whether it be Tiffany, Zales, Robbins Brothers, MoissaniteCo… things do come up. Anyone who doesn’t recognize that sometimes problems happen is dilusional.
Anyways, I contacted Moissanite and explained what had happened immediately. I received a response in only 5 hours! The customer service rep did sound like they were concerned and wanted to help me. They included a shipping label for me to send the ring back so they could take a look at it. That was one week ago that we contacted MoissaniteCo. Today, I have already received the fixed ring back in the mail with overnight Fed Ex. It looks good as new, and I did ask for them to inspect all the other stones to make sure everything is secure. I would rather not have to go through this again (as it is emotional experience for my fiance). But considering it ONLY TOOK 1 WEEK to have this resolved is amazing. I understand that everyone has difference experiences, and I don’t doubt that others have not had this level of customer service. But I think it is only fair that the good is reported as well. This quick response does proof that MoissaniteCo.com is commited to a higher level of customer service and helping people get any problems they have resolved.
I am extremely happy that I purchased from MoissaniteCo.com. They are very good about communication. I would recommend the company to anyone.
I attached a few pictures of the set, so you can see how it looks.
As well, I did attach a picture of the stone that fell out (I hope everyone is as understanding and recognizes sometimes these things happen. The best thing to do is relax and have faith that it will get resolved.)
This was the set online:
These are actual pictures on my fiances finger! Ring Size 5.25, 8mm Center Stone (2ct equivalent), Palladium band, Forever Brilliant Enhancement
And this is a picture of the stone that fell out 🙁
Again, moissaniteco.com customer service was exceptional. Quick response and got everything fixed in one week.