Post # 1
I’m just wondering if anyone else has had problems with moissaniteCo and their service?
I purcahsed a ring set for my fiance
After 5 months one of the small stones fell out of the engagement ring, i contacted moissaniteCo and was told it would be best if i contacted a local jeweller and had this replaced with a diamond, wtf? It’s a small stone on the side and hardly noticable. Time went by and we forgot about this and sending it back.
A couple of months later (9 months after purchase) my fiance noticed that the main stone had a piece missing from it. I contacted moissaniteCo regarding this issue and we were accused of abusing the ring which is not the case. I feel it was possibly faulty to begin with. I chose moissonite due to the fact it is similar in hardness to a diamond and it was supposed to last forever, after not even lasting 9 months and receiving such extremely poor customer service i feel the need to vent my experience. Has anyone else had problems like this?
I’m just not sure what i can do, i can’t afford $10,000 to have this replaced with a real diamond.
I am scared now that once she wears the wedding ring that also came with the set stones will possibly fall out of that as well. Can others offer their feedback please?
All genuine feedback will be greatly appreciated.
Post # 3
@disappointedhubby: We are sorry to hear that you are disappointed with your purchase, and if you would like assistance in repairing them, please contact us.
As much as I hate to do this, I do have to clarify some of the things you have stated. We never said that we were unwilling to assist you with the repair of the ring. You inquired concerning the cost of shipping the ring, and we pointed out that given the size of the stone (1mm) that it would likely be less expensive and much quicker to have a local jeweler replace the stone then ship it back to us from Australia. We were not rejecting your request to assist with repairing it, but were trying to be helpful in giving you multiple options. If you would like to send it back, we are still willing to assist you. Please email us for return shipping instructions.
Concerning Moissanite chipping, it unfortunately is not covered by the Charles & Colvard warranty as stated on our website and also on the warranty card you received with your order. If you would like to discuss replacing it and pricing, we always provide discounted pricing to customers who need to replace chipped stone, but we can’t do it on a public forum. Please contact us and we would be happy to assist you. You may also consider contacting Charles & Colvard directly as I have heard of customers in the past for whomn they have made exceptions to their warranty and replaced damaged stones.
Post # 4
@MoissaniteCo.com: Weddingbee has a PM feature. For details of an actual purchase, you can probably start using that.
Post # 5
Thank you for the reply, i do not disagree with anything you have said.
Yes, you did offer for me to send it back, after you pushed the get it fixed in Australia as this would be the preferred option
Yes, you did offer to replace the main stone, “for a nominal fee” (for something that possibly had manufacturing defects to begin with). Usual wear for something that is not abused should last a lot longer than 9 months. And by no means was it a $500 ring, i paid $2455 for the set.
On both occasions of contacting MoissaniteCo i have been told the ring “has been hit”. The ring is not worn when she does housework and she works in an office doing i guess you could say light duties.
She will start to wear the wedding ring in 9 days, i am concerned that will not last very long too, i guess time will tell.
If i send it back and pay the extra fee to have the main stone replaced, i am not guaranteed to receive a quality item and could have problems again soon down the track.
For the small stone to go missing and fall out it was sad, for the main stone to have a part of it chip off, it is really disappointing. She also wears a diamond ring i bought her for one of her birthdays, never a single problem. My grandmother wears diamonds when doing housework and chores and never takes them off, never once has she had any problems and the rings are over 60 years old and she has done some hard labor in her life while wearing them. I purchased moissanite as it is supposed to be similar in properties and i thought it would last a lifetime as it is promoted and the initial customer service was fantastic. But so many problems in such a short period, i can’t help but question whether the nominal fee is actually worth to have it replaced for future worry.
Companies in Australia will try and resolve issues to make the customer happy as a lot of the time business is repeat. Dealing with a company overseas i it seems as if i am just getting palmed off to contact the manufacturer of the stone.
If i buy a diamond ring from a jeweller and there is a problem i am not asked to contact africa or god or aliens to discuss the issue. if i buy a TV from a retailer, i deal with the retailer, not the manufacturer. I did have the intention of buying lots more products from you, i found out of the many online moissanite stores that i browsed that your company probably had the best designs out of all, the initial contact was great and very helpful and friendly, but with so many problems and lack of actual resolutions it makes it very hard to think why would i in the future. If the customer service for rectification of an issue that could possible be a manufacturing defect was better my mind might be swayed, until that happens, i will continue to voice my opinion on various websites and explain my valid experiences.
Post # 6
@disappointedhubby: Diamonds can and do chip. I wear my grandma’s engagement ring and, whilst it looks perfect from a distance, it has a lot of big chips out of the girdle. It’s not impossible that your grandmother’s ring has similar damage.
You can destroy a stone in a day with one unlucky impact.
Post # 7
I have looked closely at my grandmothers ring and while the band has some scratches on it, well lots of scratches, the stone is in perfect condition.
And yes, with one lucky impact it can destroy a stone, i can turn a diamond into dust with a hammer, my problems is that she knows it cost us a lot (Well alot for us) and she has always taken care of it and religiously removes it whenever she has to do anything physical.
Post # 8
@deetroitwhat: Vendors are allowed to come to WB to give their side of the story too. I didn’t see anything from Moissaniteco’s reply that was out of line here.
@SpecialSundae: Diamonds can and do chip. I wear my grandma’s engagement ring and, whilst it looks perfect from a distance, it has a lot of big chips out of the girdle. It’s not impossible that your grandmother’s ring has similar damage.
You can destroy a stone in a day with one unlucky impact.
+1 to that.
To the OP, can I ask exactly what you’re looking for as a resolution to your problem? I’m not being snarky, I’m seriously wondering. It sounds as though they are trying to help you, but you’re unhappy with their suggestions. Like a previous poster said, diamonds can chip too. It’s unfortunate, but it can happen to any stone. As far as the stone falling out of the setting, that’s common with pavé settings. It doesn’t matter who makes it. Some people never have a problem with it, but I’ve seen ladies here with expensive settings from higher end designers that have also lost stones. I’ve seen a few say they’ve had to replace a stone or two a year. Again, it’s unfortunate but it’s par for the course with pavé.
I’m sorry you’re unhappy. Hopefully, you can come to a solution where you are satisfied soon.
Post # 9
@MrsBlueSeptember: I never said it was out of line, merely pointing out that the option was there since Moissanite said they “hated to do this.”
Post # 11
@SpecialSundae: just peeping up here, my great grandmother wore her diamond engagement ring and diamond wedding band for over 60 years and there is not a chip on either of them—in general it would be extremely strange for a diamond to chip after light use and it would signify a poor cut to begin with
While I don’t own moissanite and can’t really compare–supposedly they are ideal cut since they are lab made–so there is no good excuse for this chipping.
Also, I believe the OP was asking if anyone had run into similar problems with this particular company. Someone asked what the point of his post was–that’s the point.
People on this forum are def in the pro-moissy camp so expressing any criticism is bound to be unpopular—but the guy is upset and for a good reason.
Post # 12
@athame1983: It depends on your definition of “light use” and what you consider a poor cut, but thank you for the commentary on my ring.
I was just pointing out that it is entirely possible for a stone to chip if it happens to be hit in the wrong way and it’s not hard to do that.
Post # 13
i understand the OP’s frustration. i work at a jewelry service center and i can tell you, people present rings that the diamond is chipped or fell out and claim “i was just wearing it, i swear it didn’t hit anything”. i’m not saying they’re lying, not at all. but it’s really easy to unknowingly hit your hand against something in your day to day activites. reaching for something, digging through your purse, etc.
jewelry is not indestructible. no jeweler can guarantee that a stone won’t fall out or chip. like anything else purchased, jewelry needs regular maintenance and service.
they do seem willing to work with you and have presented options. you may not like the options but that doesn’t mean poor customer service.
Post # 14
@athame1983: Also, I believe the OP was asking if anyone had run into similar problems with this particular company. Someone asked what the point of his post was–that’s the point.
I asked the question. Rereading his first post, he said all geniuine feedback would be appreciated. To me, that implies good and bad feedback.
Also, I don’t think it has to do with anyone here being pro-moissanite. If he was talking about a chipped diamond with missing diamonds in a similiar setting from a different company, I would have asked the same question.
Post # 15
@SpecialSundae: what ring? I”m not sure what you mean.
Whether or not a diamond or moissanite is a ‘poor cut’ is not subjective, they are clearly ranked from poor to ideal. Anything above good is unlikely to chip. Moissanites are supposed to be ideal since they are lab made.
I know that diamonds can be insured againt chips, so of course it does happen occasionally–but if it were that common it wouldn’t be financially feasible for an insurance company to cover it–they would be replacing diamonds left and right.
If the moissanite chipped after a couple months of use there is probably a defect. Of course it is not impossible that the person hit the stone very hard, but it’s an awfully big coincidence that another stone in the ring fell out as well. Both of these things happening together signify that something is up with the ring.
Moissanite may be cheaper than diamonds but it still is not cheap. I can definitely understand someone being very upset about this. At least diamonds can be insured if something like this happens so there is some recourse besides going back to the retailer.
Post # 16
@MrsBlueSeptember: You asked what the point of his post was, here is the 1st sentence of it:
“I’m just wondering if anyone else has had problems with moissaniteCo and their service?”