ComplaintsforFirecut, LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ring from MoissaniteCo.com on February 16, 2020. I've had small stones falling out every few months. I've sent the ring back twice $100 each time, $50 for repair, $50 for shipping. I've had a stone fall out again and the band is cracked (I believe due the the thinness of the band). I've contacted the company over and over and can't get an answer about exchanging the band of the ring which is what they suggested. After several emails back and forth about which band to chose, they have ghosted me. My patience have run out. I just want a new/different band and they won't help me. I've emailed and chatted several times with no answer or solution. The chat keeps saying someone will contact me but they don't. 16 February, 2020 ****** Shipped $2,517.50 09 November, 2021 ****** Shipped $50.00 26 August, ************* Shipped $50.00

  Business response

  02/07/2024

  There does appear to be some confusion because in a review of the emails, we didn't offer an exchange.  We offer a 30 day returns and exchanges period.  Because this order was placed in 2020 (and is also damaged), it is no longer eligible for an exchange.  We stated that a new ring could be made, with a thicker and wider band.  We asked for details, but then we didn't get any.  Several months passed, and then in the beginning of December, the week of cyber Monday, she started the conversation up again.  Unfortunately it was the absolute busiest week of the year, and we weren't able to assist her with a custom quote.  If she would like pricing now, we would be happy to assist her. We can also give her a discount because we are replacing a damaged ring. 
  

  
  

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they follow through.
  
  Sincerely,
  
  ***********************

  Customer response

  02/12/2024

  They have still not contacted me for making a new band. I'm done. They did not handle the complaint or situation at all. They are selling a faulty product. I have seen MANY people complain about the stones falling out of their rings yet they still haven't made a change to correct the problem. I have had the stones falling out since 2020 when I bought the ring. They don't stand behind their products.

  Business response

  02/22/2024

  We have been selling Moissanite jewelry for nearly 20 years, since 2005.  We have made over ******* rings.  In that time, there have been customers have bent and damaged their rings, usually petite styles.  That is what has happened in this case.  The band was bent and damaged (and we provided repairs at below our cost to help restore the jewelry in the past).  We are currently working on a replacement ring with the customer, but we will let her confirm when the complaint is resolved.  Thank you

  Customer response

  02/26/2024

  They have worked with me is getting a new band. I have sent my ring to them to have the stone set in the new band/setting. I don't like that they are making it sound like I was hard on the band, and I was not. I have many rings with small stones and I've never had this problem. They have a known problem of stones falling out, I don't like the way they are making it sound like this is was isolated incident. All you have to do is read the other complaints. In the end theyare making a new band which I am paying for. That solution is acceptable to me.

  Customer response

  02/26/2024

  They did finally contact me and we are working to make a new band which I will pay for.

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have been selling Moissanite jewelry for nearly 20 years, since 2005.  We have made over ******* rings.  In that time, there have been customers have bent and damaged their rings, usually petite styles.  That is what has happened in this case.  The band was bent and damaged (and we provided repairs at below our cost to help restore the jewelry in the past).  We are currently working on a replacement ring with the customer, but we will let her confirm when the complaint is resolved.  Thank you
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mens cobalt wedding band specially because on every single one of their webpages they boast that every piece of jewelry they sell is made in *******. I just received the band and it says ***** on the inside. They are allowing me to return the band and say they will change their website by the end of the day to say mens alternate bands are not made in the *** but in case they do not change their website do not believe that every piece is made in the ***.

  Business response

  08/31/2023

  Our website previously stated that all of our fine jewelry is made in *******.  This is true and always has been true.  We do offer alternative metal bands which are not made of precious metals, and therefore in the jewelry industry not considered fine jewelry.   These are not made in the *** and are the only product we sell that are not made in the ***.  We have changed the working on our website to specifically exclude this one category of products as not made in the ***.

  Customer response

  09/05/2023

   
  Complaint: 20484561
  
  I am rejecting this response because:
  There needs to be a clear distinction between what is and is not made in *******. Just adding the word fine could still give some people the impression that all the jewelry sold is considered fine and all made in ***. A definite statement like except for alternate metals should be included. 
  
  Sincerely,
  
  *****************************************

  Business response

  09/05/2023

  We have no further information to provide. The complainant appears not to have visited our website to review the updated information, as evident from her recent comment. If the BBB has concerns regarding our
  advertising, they are welcome to address the matter directly with us. We've already issued a complete refund to this customer, and we have nothing further to contribute. Thank you.

  Customer response

  09/05/2023

   
  Complaint: 20484561
  
  I am rejecting this response because:
  I visited the website before I wrote my response and saw on the about us page that the word fine was added to the phrase, Every piece of jewelry we sell is made right here in *****************. (*******************************************). It now says, Every piece of fine jewelry we sell is made right here in *****************. To include an entire section in the about ** page that boasts that the company sells American made jewelry means that it is important to customers and the company alike. To not make an explicit distinction between fine jewelry and alternate metal jewelry is deceptive because an average consumer may consider alternate metals fine. To people like me who are actively seeking American made products, this resolution is disingenuous. 
  Sincerely,
  
  *****************************************

  Business response

  09/05/2023

  Copying and pasting exactly what is on the website.  Please read to the end this time. 

  This will be our last reply. 
  

  
  "Every piece of fine jewelry we sell is made right here in *****************. We partner with several American jewelry manufacturers to offer the vast selection that we do. From design to casting to stone setting, every piece of jewelry is made by ******** jewelers in ********, ******, ****************, and *********. With the exception of one hundred or so signature pieces, we are offering the same bridal rings that can be found at a local high-end jewelry store, only we are setting them with Moissanite gems instead of diamonds. (There is one exception which are the alternative metal mens bands. These bands are not made by our company are sourced from a *** company with a manufacturing facility based overseas.)"

  
  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a wedding ring/engagement ring combo. It is beautiful and I would have highly recommended them to anyone asking. However, after a stone fell out, I sent it in for repair. The ring was returned to me in seemingly great condition. After 4-6 weeks, the same stone fell out. Now they refuse to warranty the repair or even acknowledge that is was not repaired correctly. If the same stone falls out, it was a repair issue. I will have to seek a third party to repair the ring now.... Clearly they dont care about return customers. (Worst part of all this, is a side stone repair is a meaningless $35. It is such a waste they will not step up like any good company would.)

  Business response

  05/12/2023

  The customer did pay to have one stone replaced.  When we received the ring, we also discovered that the ring had two chipped/damaged stones, the bottom of the band was misshapen, and multiple prongs had heavy wear.  Even though the customer only paid for the replacement of the missing stone, we performed additional repairs to restore it including retipping prongs, reshaping the band, and replacing missing and damaged stones.  We didn't ask for any additional money for the repair, even though the $35 paid didn't come close to covering the true cost.  Unfortunately repairing the ring doesn't make it impervious to future damage.  We only charge a nominal fee for repairs, and as such, it doesn't renew the warranty on the item (which in this cased expired several years ago).  We generally recommend that customers strongly consider obtaining jewelry insurance for ongoing coverage of their jewelry against theft, loss or damage.  We have issued a refund for the price he paid for the repair.  The refund should be reflected on his online statement in 1 - 2 weeks. 
  

  Customer response

  05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ring broke twice. I purchased a ring, upgraded it to platinum and real diamonds on the side. Bottom of band broke in half. I took it to jeweler and they fixed it. This past week the engagement band lost a diamond and a few days later I realized whythe band near the main jewel also broke. Not happy with the quality. They also won't address the issue. They want me to ship the ring back to get a quote on how much it will cost to fix. I paid over 2K for this ring and would hope a ring would last longer than 3 years and I would hope the company I bought it from would service it. Lifetime guarantee is a false advertisement.

  Business response

  04/17/2023

  We express our regret that ****** did not accept our offer to assist with the repair of her damaged ring. Despite our multiple attempts to extend our assistance, she declined to send it to us and instead chose to have her local jeweler work on it. Upon examining the photo of the ring she provided, we noticed that the band appeared to be bent and misshapen, which likely led to the crack at the base. It appears that the jeweler who carried out the initial repair may have done so inadequately, resulting in the subsequent break. Hopefully her preferred jeweler will do a better job repairing it the 2nd time since she has refused our repeated attempts to help her.

  We offer a 30 day returns period and a one year warranty which has expired because it was purchased 3 years ago.  We don't offer a lifetime warranty against jewelry damage.
  

  Customer response

  04/18/2023

   
  Complaint: 19940908
  
  I am rejecting this response because: it is clear that this company has issues with jewels falling out.  You can look at and easily see.  You can also see that they have customers retract their complaints.  You are also accusing my jeweler of damaging the ring when he is the one that fixed it after it BROKE IN HALF.  My jeweler said he had never seen this with Platinum before.  I refuse to pay to ship a ring back just to get an estimate on the cost of repairing.  That is not good customer service.  I can see having a customer paying to send it back once to get repaired, but a ring breaking twice in three years is simply unacceptable and should be fixed at no charge to the customer.  I will gladly ship it back, but I refuse to have to pay for a new diamond and the band to get repaired.  The quality of the rings are very poor.  I don't wear my ring daily.  I don't even sleep with it on.  My goal is to let others know and think carefully before purchasing from Moissanite Co.  They do not stand behind their products.  
  
  Sincerely,
  
  ***************************

  Business response

  04/19/2023

  We do stand behind our jewelry and we continue to offer assistance with her ring.  Unfortunately if the customer refuses to work with us, there is little we can do.  Unfortunately we aren't able to offer a refund on a broken item that was purchased 3 years ago and that was modified and potentially damaged by a 3rd party jeweler.  We are willing to help, but we need the customer to cooperate with us, which she is currently refusing to do.  Therefore there is nothing more we can do at this time.

  Customer response

  04/19/2023

   
  Complaint: 19940908
  
  I am rejecting this response because: it is obvious that customer service is not a priority with your company.  If it was, you would be much easier to work with.  Clearly, this issue is not going to get resolved.  I don't understand why you can't print a pre-paid label to have me ship this item back.  It has broken twice now.  It is obviously a poorly constructed piece of jewelry.  
  
  Sincerely,
  
  ***************************

  Business response

  04/20/2023

  We don't have anything more to add at this time.  If she would like assistance with her ring, we have already provided the next steps to do so. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have placed several orders with Moissanite ** within 5 weeks. I had an issue with the quality of two of these orders. The first order was for a **** carat VS1 G color lab diamond. The second order was for a 1.5 *** carat lab diamond. The fact that they are grading a 1.5 carat *** is misleading. Its a bigger stone and should therefore be assigned one color grade, not a range. The diamond I received is of the lower color range, H. The clarity of the lab diamond is VS1, as such there should be no visible inclusions or blemishes with the naked eye. I noticed visible inclusions on the table of the diamond that negatively affected the esthetic. I took it to a jeweler and they confirmed the same. Apparently, the diamond is IGI certified however there was clearly an issue with the grading or perhaps they inadvertently delivered the wrong stone. **** was condescending when I notified him. He asked if I was a gemologist. I advised that I am not a gemologist, however, a visible inclusion can be detected from a ******. Furthermore, you are not able to determine if a diamond is eye clean from a certificate alone. The order was delivered on Feb 14. I notified Moissanite ** on Mar 14 of the defective item. They advised that the return window has passed, which is 30 days. I sent the item back on March 16th, a mere two days past the return window. I asked if I could exchange the item for a better quality, bigger stone. With the exchange of the pendant and ******** in return for another pendant, the additional cost would have been nominal. However **** came back with a number much higher than anticipated and advised the necklace could not be returned and the 10 percent discount would not be applicable to the new order. Why wouldnt I be permitted to return the necklace that goes with the defective pendant? I have no need for a necklace without the pendant. The website advertises a promotion of 10 percent on new orders. **** advised it would not be a new order. This is very confusing as I would be returning the item and a new order would be placed. He was not willing to work with me and was clearly engaging in unethical, deceitful business practices. He was very rude and passed offensive comments. He claimed I wanted to return an order that totaled $3174 for another order that totaled $3600 (plus a 10 percent advertised discount) for free. I was offended and no longer wished to debate the return and the quality of the diamond any further and requested a refund. **** then offered to exchange the pendant, however, I was really taken aback with the way he treated me, a repeat customer. I did some research and learned there has been several complaints regarding the quality of Moissanite **s jewelry. Many people have complained about diamonds falling out of their setting, loose prongs, etc. I do not want an exchange for an item that is not set properly and at risk of the stone falling out. Moissanite ** clearly does not value their clients and have no interest in client retention. I returned the item within a couple days of the return window. **** could have worked with me and offered a refund given my purchase history and the fact that I was unhappy with the appearance of what was suppose to be an eye clean diamond. I understand there is a return window in place for a reason, however it should be void when you are dealing with a quality issue. **** advised he can give me a store credit for $3,174 and credit my card $1254 for the second item that was returned within the time frame. This was a condition if I did not dispute the charge with my credit card company or write a negative review. I obviously would like my credit card credited for the full amount. I do not wish to have a credit with a store that is unethical, sells inferior quality goods and has countless negative reviews. My credit card company advised that it reflects negatively on a merchant when a dispute is filed. When a consumer files a dispute, the credit card company searches their database and reviews the other disputes filed with the merchant. I know there has been several disputes filed against Moissanite ** so this should work in my favor. I was in the process of creating a custom ring and requested to cancel the order, he said he agreed the order should be cancelled. I requested a refund for the deposit and the **** **** advised he was not able to refund the $150 CAD fee even though I am no longer ordering the item due to the issue I am having with the previous 2 orders. So at this point I have returned the items and am out of pocket almost $4,500. I am waiting for this issue to be resolved and a full refund. I should have paid closer to attention to the complaints on BBB, the negative reviews on the Knot and Reddit. ***** offer to exchange the stone at this point is unacceptable. I do not trust the quality of their work and the craftsmanship. I returned the item 2 days past the return window. I believe I am entitled to a full refund given the facts, the stone was not what it was advertised to be. You have to trust the jeweler you are working with especially if its an online retailer and you do not have the ability to see the jewelry before you purchase it. I asked several times if I could see a video of the stone before it was delivered but was denied. This does not seem like an unreasonable request, most online jewelers have this option. Perhaps Moissanite ** knew they had something to hide.

  Business response

  04/06/2023

  We made numerous attempts to reach an amicable resolution with ******. We begged, pleaded and made numerous concessions. Contrary to the suggestion that we were unwilling to work with her, we even offered to upgrade her order for free, despite it being outside of the returns period. However, she refused our offer.
  
  The issue arose when ****** miscalculated the pricing and believed she could upgrade her ****ct round lab diamond to a 3ct for free as well as upgrade the G/H 1.5ct round lab diamond to a D color, also for free ("at no additional cost"). We explained the mistake in her calculation, and she then demanded an immediate return.  We were giving her full credit for the ****ct round lab diamond to use towards the 3ct, and she was also able to take advantage of the current sales price on the website.  However there was a coupon that she also wanted to use, and the website clearly stated it could only used towards new order, not previous orders nor exchanges.  This was full disclosed on the website.  She was also double counting the chain she purchased which incorrectly decreased the exchange by over $300. 
  

  She requested a free upgrade of the G/H color 1.5ct round lab diamond she had purchased in February to E/F color, which we agreed to, but she later declined. Yes, we were offering to upgrade it at our expense, but it wasn't good enough.  The ****ct round lab diamond was certified by IGI (#*********), which confirmed the clarity was precisely what she had paid for. However, we still offered to upgrade it to a certified VVS2 diamond at no cost in order to deal with the supposed clarity issue, but she refused this offer as well.  We have since had both diamonds analyzed by a 2nd diamond laboratory the North ******** Geological Laboratory.  We are providing copies of the certs with our response.  They found both diamonds easily graded as VS1.  In their words they are very strong VS1 clarity diamonds, and no *** trained gemologist could possibly grade them lower.  So that is two independent labs, IGI and NAGL that graded the diamonds as VS1 clarity. 
  
  ****** insisted on a free upgrade to a 3ct VS1 diamond, despite the order being outside of the 30-day returns period. We asked for evidence to support her claim that the diamond was not VS1, but she had none. Surprisingly, the demand was for a free upgrade to a new, larger diamond with the same clarity (VS1), but she rejected the free VVS2 diamond upgrade we offered her (which addressed her supposed issue). It became apparent that the issue was not about clarity, as she demanded a free upgrade to a 3ct round lab diamond, worth $8,000 retail on brilliantearth.com (our price **** have only been $3500!), for which we would have made no profit on the upgrade. But we were doing our best to try and reach an amicable resolution.
  
  The ****ct round lab diamond pendant needed to be returned and delivered to our company by the prior week to be eligible for a refund.  ****** is purposely mischaracterizing the 30 day returns period in order to support her complaint.  She has also accused ** in numerous online negative reviews of not honoring it.  This is false.  The pendant needed to be returned and delivered to our company the previous week to be eligible for a refund. We have always honored our 30 day returns period.  The 1.5ct round lab diamond pendant was returned within 30 days, and a refund was processed within 1 business day of its arrival to our company. 
  
  We also attempted to make her happy by offering to take the ****ct pendant back for store credit or exchange, but she refused this offer too. She refused to work with **, address the problem, or allow us to upgrade her diamonds for free. Additionally, she repeatedly threatened to give us a 1-star review if we did not comply with her demands. We only cancelled the custom ring order as per her request, but we gave her a full refund minus the *** charge, despite having already begun making the Moissanite ring and the stones for it.
  
  In conclusion, we made every effort to resolve the issue with ******, including making concessions and offering free upgrades, but she refused to cooperate. We absorbed the cost of the cancelled custom ring and tried to address her concerns, but she insisted on an unreasonable demand for a free 3ct round lab diamond upgrade, accompanied by threats of negative reviews.
  
  It's worth noting that we process more than ****** orders annually, and we've amassed over ****** online reviews with an impressive average rating of 4.8 stars. Our return rate is only 3-4%, and the vast majority of our customers are repeat clients who are completely satisfied with our products and services.

  Since this complaint was made, ****** has set out to libel ** across the internet, making numerous online posts falsely accusing ** of not honoring our 30 day returns period, and falsely claiming that the lab diamonds were not VS1 clarity.  We are requesting that all of her reviews either be removed or updated to remove this libelous and defamatory statements.  She has no proof that the diamonds aren't exactly as described (except that she supposedly took it to a competitor's store, and an unknown employee didn't argue with her.  This is not proof at all).  We have reports from two different labs that prove the diamonds are exactly as advertised. 

  Because the diamonds are as described, the terms of sale are in effect.  The ****ct round lab diamond was returned outside of the 30 day returns period so its not eligible for a refund.  The 1.5ct round lab diamond was returned within the 30 day returns period, and so it was refunded.  As far as the cancelled ring is concerned, the terms of sale state there will be a 20% cancellation fee on cancelled custom orders and the ***/custom fee is not refundable.  We charged 0% cancellation fee, but the *** fees weren't refunded because we had to pay the design for the work he/she had already done. 
  

  Customer response

  04/10/2023

  I am rejecting this **mplaint because: 
  ? I requested to return both of these items due to the fact that the quality of the goods received differed significantly from the quality that was advertised. The merchant advised that he will give me a store credit for the first order minus a 5% restocking fee and a refund for the se**nd order minus a 5% restocking fee. The merchant sent a lab diamond that differed significantly from the *** report that was associated with that particular diamond. The quality of the diamond received was not the quality that was advertised. I received a defective, lower quality lab diamond. Due to this misrepresentation,  the seller should refund the items in full regardless of the return.  **** was very **ndescending and passed offensive **mments, he accused me of trying to get the new order for "free". I explained the math to him, $66 is not free, however it is not the $800 he wanted to in**rrectly charge me. It seems as though **** tried to defraud me with the initial purchase and then again with the return and purchase of a new item.  I spent over $10,000 in a few weeks, if I wanted an upgrade, I **uld have clearly paid for it. **** was not willing to work with me and he was clearly engaging in unethical and deceitful business practices. At this point, I no longer wish to be in **mmunication with him as I do not feel as though I **uld trust him. 
  
  
  With regards to the se**nd order, it was returned within the 30 day window however a 5% restocking fee was applied.  I am disputing the restocking fee as the item received was not as described and defective.  Why should I have to pay a restocking fee for an item that should have never been delivered in the first place.  
  
  
  The clarity of both lab diamonds are VS1, as such there should be no visible inclusions with the naked eye. I noticed visible inclusions on the diamond that negatively affected the esthetic. Apparently, the diamond is *** certified however the diamond I received did not match the report. Perhaps they inadvertently delivered the wrong stone. **** was **ndescending when I notified him. He asked if I was a gemologist. I advised that I am not a gemologist, however, a visible inclusion can be detected from a ******. I explained that the lab diamond that was delivered was not VS1, it was a lower quality. I know its not VS1 because I **uld clearly see the inclusions. VS1 should be eye clean, what I receive had noticeable blemishes. 
  
  
  
  I kindly asked **** if he **uld work with me and provide a full refund since the lab diamonds I received were clearly defective and not as described. I sent him a picture where the inclusions are very visible. He declined to provide a refund. I advised that I was going to **ntact my credit card **mpany and write a review sharing my horrible and frankly scary experience ordering a lab diamond online. **** said he would give me a store credit for the first order or exchange the item and waive the restocking fee if I did not dispute the charge or write a negative review. ***** offer is unacceptable as I do not trust the quality of their goods and the craftsmanship. I do not want a store credit for a **mpany that is unethical, has **untless negative reviews

   

  and sells lower quality goods than was is advertised.  
  
  
  I was in the process of placing a third order #******.  I felt very un**mfortable placing another order with this **mpany as I was **ncerned that I would receive inferior quality. I asked **** to cancel the order.  **** replied that he agreed it should be cancelled. I asked him to refund the $150 CAD fee for the **mputer image of the ring and he declined.  I am disputing this claim because I am not going through with the order due to the issue I am having with the previous 2 orders. I do not want to be stuck with an item I paid a lot of money for, only to receive cheaper, inferior quality.  He also agreed that he should cancel the order so it seems as though he should refund the $150 CAD fee since I do not have the item. 
  
  
  I asked customer service if they **uld send a video of the order prior to it being shipped however they declined.  This is certainly not an unreasonable request. In fact, most online jewelry retailers have videos readily available on their website of the particular item. Moissanite ** most likely did not send the video as they knew they had something to hide. 
  
  
  I am kindly asking that you please work with the merchant and refund the total amount to my credit card. I am not **mfortable with a store credit as the quality of the lab diamonds appear to be misrepresented. It seems like all of the power lies within the merchant to sell lower quality goods and the customer has no re**urse but a store credit.  I feel as though I would be throwing hard earned money away if I was given a store credit because there is no guarantee that I would be receiving the quality diamond that I paid for, the quality that is advertised. 
  
  
  I filed a **mplaint with the BBB.  When filing my **mplaint, I noticed several other **mplaints that were similar to mine and the owner replied to the **mplaints blaming the **nsumer. In every response, it is always something the **nsumer did. He never takes ac**untability and seems to get away with scamming customers. 
  
  
  The merchant has the returned items, ********* tracking number is ************.  Please let me know if you need additional information. I called the dispute department and asked if there is anything additional you may need. They advised a se**nd opinion letter would be helpful. I would have provided this however I was advised to return the items before I filed the dispute.  
  
  
  Again, the reason the items were returned is because the lab diamonds did not match the lab certificates. At this point, I am not sure if the wrong diamonds were accidentally sent or if this was an intentional error aimed to defraud me and benefit the merchant. Either way, the end result is the same, I received lower quality diamonds than what was advertised and what I actually paid for.  I understand there is a return policy in place for a reason, however, it should be void when the merchant is making false representations about the actual item being delivered. 

   

  I do NOT want a credit for the merchants store as I do NOT believe I would be receiving the quality advertised. He **ntinues to say I have no proof. The stones were clearly defective and I sincerely believe the diamonds that were sent did NOT match the report. This is obviously illegal business practices. I do not wish to receive a credit to his store. If I made another purchase and received another defective item then I would have to go through the dispute process again.   I wrote the reviews as I wanted to warn potential  **nsumers.  **** **ntinues to say I have no proof that he sent the wrong diamonds. The proof is the diamond itself. A merchant is not permitted to send defective items and only issue a store credit. 
  
  
  Thank you for your time.
  
  
  
  Best, 
  ****************************
  
  Sincerely,
  
  *************************

  Business response

  04/25/2023

  "I requested to return both of these items due to the fact that the quality of the goods received differed significantly from the quality that was advertised."
  
  ****** has made it clear that she feels that the agreed upon terms of sale are not applicable because the diamonds are not as advertised.  However they are exactly as advertised.  We have provided proof to her and the BBB that two different diamond labs have certified the diamonds to be VS1 quality.  ****** has confirmed she has no education, expertise, skill or background in diamond grading to be able to assess any clarity grading to the diamonds.  Jewelry stores pay millions of dollars every year to have these same diamond labs assess and certify the quality of the diamonds.  We have provided proof that the quality is as she purchased. She is accusing us of fraud and deceit, but yet has provided no proof whatsoever except for her opinion.  
  
  "**** was not willing to work with me and he was clearly engaging in unethical and deceitful business practices."
  
  Nothing could be further from the truth.  We begged, pleaded, and bent over backwards to try and find a middle ground.  ****** summarily rejected all of them.  She wanted a free upgrade to a 3ct lab diamond "at little to no cost" per her emails.  Once we broke down the cost, which was done 100% according to the terms of sale and the advertised products, she then started making wild accusations and posting 1 star reviews.  We even offered to upgrade the diamond for free to an even higher clarity at our expense, but this was rejected.  This shows a very strong willingness to "work with her".  
  
  "With regards to the second order, it was returned within the 30 day window however a 5% restocking fee was applied.  I am disputing the restocking fee as the item received was not as described and defective."
  
  Please provide proof it is defective.  We have two different gemological labs that prove the diamonds are exactly as advertised.  To date, ****** has provided nothing.  
  
  "The clarity of both lab diamonds are VS1, as such there should be no visible inclusions with the naked eye."
  
  Both diamonds are completely eye clean.  Again this is proven by the gemological reports.  When we received the pendants back, both were caked in hand grease and cosmetics.  It is possible that she was looking at dirt and grime accumulated on the jewelry and mistaking it for inclusions.  
  
  Concerning the $150 custom design fees, as previously explained, this isn't refundable.  We have already paid the designer for the work completed.  She chose to not move forward based on the (false) claims concerning the diamonds.  This is entirely her decision.  She agreed in the beginning when she placed the order it wasn't refundable.  If she would have simply taken up our offer to upgrade the diamond to a higher clarity, we could have proceed with the order, but she chose to cancel, and we obliged her (even though we started making the custom ring).
  
  

  Customer response

  04/25/2023

   
  **mplaint: 19615579
  
  I am rejecting this response because Moissanite ** is a shady, unethical business. They did not send the diamonds associated with the certificate. There is nothing more to say. The ring order was cancelled as I do not wish to do business with a company I cannot trust. 
  
  Sincerely,
  
  *************************

  Business response

  05/15/2023

  The diamonds bear the *** diamond certificate engravings on their girdles, which have been thoroughly verified and confirmed to precisely match the certificates. These diamonds have received certification from two different labs, and the **** lab has verified and documented the complete accuracy of the *** certificates, affirming that they correspond perfectly with the engravings on the diamonds. Our actions have been entirely ethical throughout this process as proven by the diamond certificates and the email history. 
  

  
  This customer has made false and defamatory statements about our company on various complaint websites, with the intention of bolstering her dishonest claims. She has misrepresented our interactions with her, including our honest and straightforward approach, our efforts to accommodate her needs, our payment for return shipping despite the pendants being exactly as described, our offer to upgrade her diamonds at no cost to make her satisfied, and our charging only design fees on the returned order.  She provided zero evidence of any of the claims she has made against our company.
  

  
  The customer initiated a dispute with her credit card company several months ago, and at this stage, further argumentation is futile as the resolution lies in the hands of the credit card companies. Once a dispute has been initiated, we are unable to process any refund requests.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb. 2022, we purchased two rings (Order Number: ******) for over $2k total, a solitaire ring and eternity band with Forever One Moissanite stones that they call their highest quality. The rings have bezel settings that are secure. After a few months, I noticed that the stones on both rings had stains that I could not remove. I inquired by email with a pic (emails uploaded here). The *** could not explain the stains but suggested I try to remove them with silver polish (disappointing b/c their site markets the stone as impervious to same things as a diamond). I am able to remove the stains on the solitaire ring with their suggestion, but the design of the eternity band makes it too hard to reach the bottom of the stones from the inside and apply enough pressure to remove the stains. Ive tried with a toothbrush. I proposed to Moissanite Co. that the stains and design are defects that impact the appearance of the ring and that they redesign the band under warranty so I can regularly clean it and avoid further stain buildup. This is a compromise considering they falsely described their Forever One stones. Moissanite Co. went from giving me unacceptable obfuscating replies like send in the ring for cleaning (at my cost, except the first time) and how to insure it, and with no long-term solution for the chronically returning stains. As one email shows, they said that the Moissanite manufacturer, ****************** did not advise them on a solution. *** asked them to escalate my concerns to a decision maker, and theyve stopped communicating. Theres less than a month left on the warranty, and I need help to get an acceptable solution. Thank you for your time.

  Business response

  01/23/2023

  ******* & ******* is the manufacturer of Forever One Moissanites.  If she has a complaint about the Forever One Moissanites, we will direct her to ******* & ******* for further assistance.  If she would like to send the ring back to us, we would be happy to assist her with cleaning the stones.  We offer a 30 day returns period for returns and exchanges which expired in March of 2023.  We offer a one year warranty on the jewelry, and ******* & ******* offers a warranty on the Moissanite stones. 

  Customer response

  01/23/2023

   
  Complaint: 18873521
  
  I am rejecting this response because:
  I started this inquiry two months ago. Their email thread indicates this is a known issue when they said that C&C has not advised on a solution, so why do they continue to sell the product/stones with designs that makes it worse (unable to reach stone) and why didnt they refer me to C&C sooner? They have some accountability.
  

  A cleaning is not a viable solution for the long term. See attached pic of follow-up email I sent of proposed design of ring interior. Why cant they consider a redesign?
  

  If I take this up with C&C, Moissanite Co. has set me up to get passed b/f in their blame. I have adult children who are planning engagements/exploring options. They and their friends will rule out Moissanite based on my experience. 
  

  For the record, their response says the warranty for refund is good until 3/2023.

  Sincerely,
  
  *************************

  Business response

  02/07/2023

  Any jewelry that is worn daily requires cleaning, and Moissanite is no different.  If she doesn't want to or can't clean her jewelry, we can assist her with that.  We have offered.  Unfortunately, because all of our jewelry is made to order, we don't offer a buy back or trade in program.  If she believes there is an issue with her Moissanite stones, the company that offers the warranty on her Moissanites is ******* & *******.  To date she has refused to engage with them.  If she would like to send in her jewelry for cleaning she is welcome to do so.  We won't charge her to do so. 

  Customer response

  02/07/2023

   
  Complaint: 18873521
  
  I am rejecting this response because:

  When did I refuse to go to C&C? I took the initiative without your help to get warranty info, and their small print has lots of criteria like I was supposed to register the ring in the first 30 days (this info is not on their warranty card).

  Of course I want to clean my own ring, and I clean it frequently with newly acquired silver polish and brushes, but Im weary of saying that the design of the eternity band makes it very difficult to remove the hard-to-remove and chronically occurring oil slick designs. I spoke to a professional jeweler too, and she said that using silver polish on the stones will take its toll on the gold, so you did not offer me a great solution. Telling me to put my ring at risk by inconveniently sending it in is not a viable solution for the long-term/chronic issue. 
  

  A quick ****** search will tell you that the oil-slick issue is out there, so youll have to deal with it effectively sooner or later. Im disappointed that I didnt l know what to look for in advance of the purchase. 

  Sincerely,
  
  *************************

  Business response

  02/22/2023

  We have already responded to this complaint.  We have offered to clean the ring and stones.  We don't offer a return/exchange option one year after purchase.  All jewelry, ****************** that is worn every day, requires some level of upkeep.  The type and amount of upkeep will vary based on the type of gems.  The customer has requested an exchange which is not something we are obligated to do under the terms of sale.  We have declined the request.  At this point her options are: 1) return it to be cleaned to our company and/or learn how to clean it herself, or 2) contact the manufacturer who offers the warranty on the Moissanite stones, ******* & ******* (the party that, to date, she has refused to contact). 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 08-Apr-2022 Order#: ****** Date order was received: 27-Apr-2022 Cost of ring: ~$2100, can't see exact amount since they removed my access to my account Date first wore ring: 05-May-2022 Date first stone fell out: 22-Jul-2022 Date second stone fell out: 01-Sep-2022 I started wearing my engagement ring on May 5th. At the end of July, I had a stone fall out of the halo. I sent the ring back for repair. Less than a month later, another stone fell out.I took the ring to a local jeweler and gemologist, who said that the prongs are very weak and fragile and that this will keep happening with this ring. They said that it looks to be poor quality and that if I want to keep a halo ring, it would probably be best to return this one and find a higher quality ring elsewhere.I am past the refund window, but have fighting with MoissaniteCo to get refunded. They offered an exchange for either the same ring or a different setting. However, I do not want to have a ring where I worry about stones falling out all the time, and I do not trust the quality of other rings from MoissaniteCo at this time. I let them know this, and they were not happy about it. I set up a dispute with our credit card company to charge back the cost of the ring.Here is our conversation: https://imgur.com/a/oH3LjAh. They asked if I will be sending the ring back since I opened a dispute. My response is essentially why would I return the ring right now without getting a refund and risk losing the dispute and ending up having paid for a ring I know longer have? They said, "We will let your credit card company know that we have provided you with the ***** label, but as of right now you are refusing to send it back. Since you have decided to handle it this way, we will diligently fight the dispute." I let my credit card company know that their ***** label is NOT for returning the ring for a refund.They have since removed my access to my account, so I can no longer view my order details.

  Business response

  10/13/2022

  we have already given her a refund.  So it has already been resolved

  Customer response

  10/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as the company has finally offered and provided a refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2021, my fiance purchased a ring with Moissanite Co. The ring is style ENG195 with a princess cut center stone. In November 2021, the center stone got knocked loose. I immediately contacted Moissanite Co. to ask about getting it fixed. They told me to send the ring in and they'd fix it. I was disappointed to learn I'd need to pay upwards of $30 for shipping with insurance, but figured it'd be worth it to have the stone tight again. I received the ring back in early December 2021. Less than a week after getting it back, after no unusual activity, the stone was again loose. I again contacted Moissanite Co. about getting it fixed. This time, before paying to send it back, I went to a local jeweler who told me specific issues with the setting of the ring that will result in the stone never being secure. I passed this information on to Moissanite Co. and the responded that what the jeweler said wasn't possible. So, I once again needed to pay out of pocket to send the ring back to Moissanite Co. When the ring came back, it seemed this might be fine. In early March 2022, the stone was loose again. I emailed Moissanite Co. on March 4 to request a more permanent solution. It is now March 23, 2022 and I have not received a response, so I still have a loose center stone in my ring. I have been willing to pay for repairs, but Moissanite Co. does not seem capable of, or willing to, providing a permanent fix to the ring. Since they have yet to respond to to the email I sent on March 4, one year warranty has passed.

  Business response

  05/18/2022

  Business Response /* (1000, 8, 2022/04/14) */ We have offered to assist the customer with the repair, and we continue to offer to help them. They asked what could be done to strengthen the prongs to help prevent damage, and we made some suggestions as well. We are happy to help, but our offers to repair are being declined, and after asking for suggestions, they were declined as well. Consumer Response /* (3000, 10, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "repair" that Moissanite Co has offered would drastically change the look of the ring, which we bought because we like the look of it. They have not offered to actually fix the ring in a way that maintains the integrity of the design. We have not received emails back from requests on March 24 (from me) or April 14 (from my fiance). Both requests are to fix the ring and maintain the design we specifically chose. Business Response /* (4000, 14, 2022/05/03) */ We have offered to repair the ring multiple times, and we continue to do so. They have the return address if they would like to ship it to us. They asked us what we could do to strengthen the prongs to help prevent future damage, and we made a suggestion. We are not requiring that they do that, of course. If they want it repaired, please ship it to us. Concerning return replies via email, as we explained to them, since they initiated a BBB complaint, which they chose to do voluntarily, we are communicating with them via the BBB. Sending emails to three different parties concerning the same order is confusing for everybody. Therefore the next step to move forward will be to have them send us the ring.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiance and I purchased Cushion Moissanite Shared Prong Engagement Ring - ENR180-CU from Moissaniteco.com on 12/11/20 for $1,062.50. I was given the ring on 1/1/2021 and had a stone missing by April. I reached out to the company on 4/24/21 regarding repair and resizing. Before I was able to send my ring in for repair, another stone fell out by 5/2/21. The ring was mailed and delivered to Moissanite Co on 5/20/21 and asked the company to provide updates on the process as appropriate. When I asked the company if they had received it they said no. I provided information that my tracking has confirmed the delivery. I was met with this response, "If it was received today, then the package will be opened, inspected and it will be indicated that it was received on your account later today. It seems you already knew that we received it, so I am unsure why you asked what the status is". The company provides little to no information on their website about the repair process so I was simply looking for guidance. On 11/7/21 I noticed my ring missing the same two stones as before. At this point, I am very frustrated. I figure, why send it in now when yet another stone will probably fall out soon? Low and behold, on 1/4/22 a third stone is missing. This is a total of 5 missing stones in a span of 8 months. I would think the ring would last at least throughout my engagement without having to be repaired multiple times. When I told the company I wanted to return the ring due to quality issues, they let me know returns are only available within 30 days of purchase and that it is a petite ring and they are "not for everyone". They suggested I exchange the ring for a different style that would "suit me better". They also stated that their jewelers and QC dept "meticulously" checked every single stone ensuring tight settings. Clearly, they weren't. I have no interest in exchanging for another low quality product that will likely need frequent repairs throughout its lifetime.

  Business response

  03/02/2022

  Business Response /* (1000, 6, 2022/01/11) */ The terms of sale is 30 days to return for a refund, and we offer a one year warranty. Link to return policy https://www.moissaniteco.com/return-policy Jewelry warranty https://www.moissaniteco.com/jewelry-warranty The ring was returned once to repair some damaged side stones. We repaired it and checked every stone to ensure it was tight in their respective settings. Unfortunately repairing a ring doesn't guarantee it can't be damaged again. When the customer contacted us the 2nd time for repair, we offered to repair it again, but we also pointed out that it is a very petite style. We recommended that she consider exchanging it for another, more robust style with a wider band and bigger prongs to protect the side stones. We offered to give her full credit on the damaged ring towards a new one, despite the 30 day returns/exchange period having expired, and besides the fact that we are outside of the 1 year warranty. We waned an amicable resolution. She summarily rejected the offer, and responded by leaving half a dozen 1 star reviews on multiple review websites. Given her response, we are no longer offering to take back the damaged ring. However as a continued gesture of goodwill, we will repair it one more time at our expense if she will send it to us. We will also return it to her via ***** Express at our expense. We will also strongly recommend she consider obtaining jewelry insurance (ie. ***************) for future coverage. We will be happy to create a free insurance appraisal to facilitate that if she wants. Consumer Response /* (3000, 8, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not the return policy or the warranty. The issue is that this ring is falling apart before my eyes. It has been broken more than it has been together. When you give poor quality customer service and sell poor quality products, you should expect poor quality reviews. My fiancé and I searched your entire website for weeks finding the perfect ring, and it turns out it wasn't so perfect. To recommend I choose an entirely different ring, rather than admit the clearly faulty workmanship, is insulting. I should NOT have to worry about whether or not my ring will be missing stones or being repaired on the day of my wedding. I am well aware that pave style bands can lose stones but as I've mentioned before, 6 stones missing in a span of 8 months is entirely excessive and unacceptable. I work from home on a computer and live a very sedentary lifestyle. The damage has nothing to do with how I treat the ring or go about my daily life and is very clearly a quality issue. Business Response /* (4000, 10, 2022/01/19) */ Please send us the ring, and we will repair it as promised. Unfortunately we aren't able to repair while its in her possession.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2020, I ordered an engagement/marriage ring set from MoissaniteCo.com. Approximately one year later we started having issues with the ring- the center stone was loose. I contacted Moissanite Co. and was told that they could repair the issue for $30. Shipping to them, with all their criteria (signature/insurance), was $40.57 plus about $2 for tube/label. We sent the ring in and it arrived 11/19/2021. The repair was quickly sent back and we received the ring on Friday, 11/26/2021 at 11:01 am. Less than 3 weeks later, the center stone is loose again. My fiance does not wear her ring when doing any physical activity- she takes immaculate care of her jewelry. The repair was obviously faulty. I contacted Moissanite Co. 12/27/2021 to remedy the issue. To give them credit, they are willing to reattempt the repair I paid for, for free. As they should. However, they won't cover shipping costs. I was told "I'm afraid the customer is responsible for all shipping fees to us. Unfortunately we do not provide prepaid shipping labels, nor do we refund any portion of the shipping fees" My issue is that I've already paid for the repair and shipping. Their "repair" failed. They should be liable for the shipping costs to make good on the service that I paid for. Exemptions to their policy can easily be accommodated here. As a business-owner myself, I understand this. It's easy enough to create a return label in 2021.

  Business response

  01/25/2022

  Business Response /* (1000, 8, 2022/01/19) */ We offer a one year warranty which has expired for this order. Nevertheless we would be happy to assist him with the repair. We have sent him the return instructions and await receiving the ring. There will be no charge for the repair or shipping. Consumer Response /* (2000, 10, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is not a warranty issue. I paid for the repair ($30), shipping to you guys ($40+), and shipping it back to me ($10). The repair service failed to resolve the issue. You are only making good on the service I initially paid for by offering me a "free" re-repair, leaving the burden of expensive insured shipping on me, despite the burden of failed repair being on you. Since initially contacting you guys, I've learned my Jeweler insurance will cover all these costs to me. So I praise them. But you should reimburse them for their cost. So the issue is resolved for me, but at no thanks to MoissaniteCo.com's insufficient service policy. I will give credit where credit is due- the new customer service rep (Elizabeth) who is coordinating/communicating my re-repair is a gem. Very personable.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩