I requested a custom made ring, approved the renderings that were e-mailed to me, but did not receive a ring that was made from the approved image.
On February 26, 2013, I contacted Moissaniteco.com via e-mail regarding a custom wedding ring set. After weeks of discussing what we had wanted and sending pictures of everything, I paid $400 to them on March 20, 2013 to create CAD renderings of the wedding ring set, that way a mold can then be created upon our approval to make the rings. When we received the CAD renderings, we requested stone placement adjustments. We received the new CAD renderings on March 27, 2013, which had the proper placements of sapphires and moissanites on the side of the engagement ring, and alternating on the wedding ring. After the approval and payment on March 27, 2013 of an additional $1,765.00, the rings went into production on March 28, 2013. We received them on April 10, 2013 just to open the box and see that the rings were set with the wrong stone placement. There were supposed to be sapphires on each side of the center moissanite, and they made it with moissanites on each side. I contacted them via e-mail immediately and was told to ship it back, on our dime to say the least. I shipped it back to them and they received it on April 18, 2013 and began to remake the rings on April 22, 2013. We received the newly made rings on May 9, 2013. They were extremely unimpressive and my husband and I were dissatisfied with them. I immediately sent them an e-mail that stated our dissatisfactions, which included: the rings do not interlock well, the overall craftsmanship of the rings truly disappoint us (the prongs), and the center moissanite has no radiance or fire to it. After waiting for a response, ***** e-mailed back saying that my neighbors ring and mine have the same fire and radiance, the manufacture of the ring made the ones that this was inspired by, and the prongs can differ from the CAD. I had already stated our unhappiness with the craftsmanship and that my rings did not sparkle like my neighbors. After stating over, and over again that we were not happy with the prongs, the center stone, the lacking of interlocking of the rings, ***** finally said to send the rings back to be remade on May 13, 2013. I find it very irritating as a consumer to have to repeat myself over and over again, and get delayed responses and no solutions. So, once again, we sent the rings back on our dime. I shipped them out on May 14, 2013, they were received on May 16, 2013, went back in production on May 20, 2013 and were shipped on May 22, 2013. When I got the e-mail that my rings had shipped, I immediately questioned it because I found it odd that they remade it in two days. When I asked what was done to the rings and what the outcome was, I received an e-mail response two days later stating that they were remade and my issues of the center stone, prongs, and interlocking of the rings were addressed. Well, I received the rings yesterday, May 29, 2013, and they look exactly the same as the set I had just sent back. The prongs are not from the approved image, they are extremely bulky and grainy looking, and the rings are still not interlocking. I e-mail them immediately stating this and got a response back stating "The rings were remade, and this time by the head of production of Unique Settings of NY. Unique Settings if one of the largest jewelry manufacturers in the US, and sell to most online jewelers and the majority of jewelry stores around the country. Not only did they thoroughly inspect the new rings, we did too, and we ensured that the quality of the workmanship is high...And we ensured the rings fit together, and they do.. The rings are as described, they are cast from the CAD you approved of, they are made with high quality workmanship...and unfortunately even if we remake them again or a dozen more times they will turn out the same." The rings are not of the image I approved. The prongs are bulky, grainy, and the rings do not interlock. For $2,165.00 we want what we approved and paid for, not variations of it that were not disclosed prior to buying.
I want a refund for the ring set that I had ordered. After three failed attempts of making the ring, lack of understanding our issues, and lack of empathy on the sales associates part, we want a refund. Our concerns were easily expressed through clear, concise e-mails, and whenever we got a response from *****, he would never answer in a thorough manner, and try to dodge the issues at hand. The fact that in the most recent e-mail to me he stated, "...unfortunately even if we remake them again or a dozen more times they will turn out the same." is just ridiculous and terrible business practices and customer service.
Business' Initial Response
I will try to keep this as concise as possible. This customer commissioned us to create a set of custom rings based on pictures she provided. The terms of sale she agreed upon when she placed the order. This includes that custom design fees are non-refundable and custom created pieces are not eligible for a return.
The new design was created and CAD (computer aided design) renderings of the new design were emailed to her and she accepted them. The new rings were created according to her specifications with a round brilliant FB moissanite center stone, and alternating Moissanite and sapphire side stones, set in 950 Palladium. The rings were created and sent to her.
Whenever a customer is unhappy with the quality of our jewelry we are always ready and willing to assist as we have with Ms. *****. However the nature of her complaints are such that they can't be remedied. So that the BBB can take a look at assess the quality of the rings for themselves, we have set up the following link showing no fewer than 10 different images and angles of the rings and a video.
Here is the link
From the pics one can easily assess that the workmanship of the side stone setting is high quality, from the video that the Moissanite stone is very fiery and brilliant (even moreso than a diamond which is a scientific fact about Moissanite), and the rings fit flush together. Therefore we are at a loss as we can't fix something that isn't broken to begin with. If she would like to send them back I would be happy to have a 3rd party jeweler, one who is also a member of the BBB, inspect and provide an appraisal attesting the to the high quality of the rings, workmanship and the Moissanite stones.
We truly feel that this is simply a case of buyers remorse. The rings in her mind were envisioned differently, and not what she wanted (for example, after receiving the rings she asked if we could somehow widen them, but we told her we couldn't now that they were made).
As a courtesy only, not acknowledging fault as we have done everything correctly according to the terms of the sale, we are willing to accept the rings back minus the custom design fee which was $400 ($200/ring) as this has been paid to a 3rd party which we can't and will not get back, and minus the standard restocking fee assessed on all palladium returns of 7% (this is what the return/restocking fee would be if she was to return a non-custom item from our regular collection.
Given the terms of sale, the fact the rings are of high quality workmanship, and the money that has been invested in the rings which we cannot get back, we feel this is more than fair.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a case of "buyers remorse" as MoissaniteCo has stated. They had three attempts to fix the issues that My husband and I had with the rings, and they clearly stated that the rings can be remade a dozen times and will still look the same. It was not disclosed to us that the prongs from the approved drawing would differ to the actual product. The current rings that we have, which are sitting in the box, sit flush with each other on one side, while the other side has a gap, the prongs are bulky and not smooth-looking like we had expected, and the detailing on the rings between the stones are grainy. Yes, I did ask MoissaniteCo to widen the rings, but that was as a compensation due to the rings being made incorrectly. They told me that could not be done and I accepted that, never once requesting it again, as I said this was a way of being compensated for the rings being made incorrectly and being inconvenienced. However, the current issues with the craftsmanship and prongs have yet to be resolved and every time I had questioned it they created every possible excuse as to why.
Rather than their proposed resolution, we would like the full value of the rings back, minus the $400 customer design fee. My husband and I think this is fair seeing as the main issue of the rings, being the prongs and craftsmanship are not fixable, as per MoissaniteCo. On 5/29 MoissaniteCo stated, "The rings are as described, they are cast from the CAD you approved of, they are made with high quality workmanship, the Moissanite is a very well cut, fiery and brilliant stone, and unfortunately even if we remake them again or a dozen more times they will turn out the same." Why should we have to pay for a mistake that was not disclosed to us at time of purchase or that cannot even be fixed by the company? They should have told us prior to purchasing that the prongs would vary and the detailing would be grainy, not after we sent back the second ring due to the issues.
Purchase price was $1,765 ($400 design fee was paid separately).
7% restocking fee would be $123.55.
Meaning we would get back $1,641.45.
We would accept this as long as MoissaniteCo pays for the shipping of the rings back to them, since we had to pay it twice to try and get the rings fixed."
Then, yes, I would like that sent to them. It is a "counteroffer".
Business' Final Response
Please carefully and securely package the rings, ship the package via USPS Priority and insured (US postal service), and we will also refund the postage/shipping cost:
**** * ********** ****
Las Vegas, NV XXXXX
We issue refunds within 1 business day from when packages arrive. However it can take a week+ for the funds to transfer. We will also be closed on July 4th and 5th.