I was well taken care of during the process of reproducing my husband's ring as I lost mine after 20 years of having it. I was devastated. Perris was the most kind person you could ever work with. Her personal touch is what made me feel fully trusting of her services. After all the proofing is done and agreed to proceed; I was then given an estimated date to create my ring. It was just an estimated time of creation, and sure enough they shipped on the date they said they would! The ring arrived just how Perris said it would. What is great about CustomMade is they have an awesome way to show you where the ring is in production. In addition, there is a message chat window that is connected to your customer service rep. In my case Perris. So no phone calls or emails to communicate - their way is awesome. I immediately gave the box to my husband. He later re-proposed to me and gave me the ring! However, when we looked at it, it was shiny, I didn't catch it as we wanted a buffed finish, the ring width was not matching my husband's ring (how could we catch as it was always pictures), and lastly my fault I gave the wrong inscription. Perris was very responsive, she gave me the options of dealing with the three issues. I was expecting a big bill but she said that there is no charge for dealing with these issues except a small fee for the materials to widen the ring. To start the process, I had to complete a form which outlined the process and made me aware of certain things. The next step I'm told, will be a prepaid label generated to send back the ring back to CustomMade. I can't tell you how impressed I am with CustomMade. You can be assured you will have the best customer service guiding you through the entire process of selecting a ring, or creating your special ring. When I get the chance to buy another piece of jewelry, I will contact CustomMade first.