“I ordered the libra pendant from this company. The original description stated that this pendant was slightly smaller than a quarter. When I received the pendent and opened it, I was highly disappointed. In reality, the pendant is 1 mm bigger than a penny and paper thin. Along with it being grossly undersize from the representation, it has a clasp on it that is big enough for a piece of thread to go thru, not an actual chain. I contacted the company the day I got it to let them know the dissatisfaction in their product, only to be told that I can send it back and pay to have the clasp made bigger. I told them that I wanted to return the item because it is not as stated in the ad. They told me that is not an option because I had an engraving done on the back with them. I have noticed they have since changed the writeup to not describe it that size anymore. That does not help my situation. I am stuck with a $1,000.00 pedant that is a joke to look at and doesn't fit on a chain. I Shouldn't have to pay more money to get what was advertised and then take to a local jeweler to modify it to fit a chain at even more of a cost to me. Beware this company!!!!! They only care about taking your money and not the customer service after. Save yourself the headache.”
“Don’t buy from MoissaniteCo.
In June of this year my fiancé ordered an engagement ring and a wedding band. It was delivered early in July and that’s when he proposed. On the day following the proposal, I noticed that the head or the engagement ring was crooked to the side. I also noticed that one of prongs was longer that the 3 others which resulted in the stone being a little bit tilted to the side. You can’t really tell right away but when you know, you cannot unsee it.
My fiancé reach out to MoissaniteCo to find a solution. They replied right away to confirm our home address. My fiancé replied on the same day with the information and then didn’t hear from them for 2 weeks. We thought they were sending a replacement ring and didn’t pressure them further. After two weeks, my fiancé reached out again via chat on the website only to be told that they didn’t receive our information. My fiancé then sent the whole email chain to prove that he’d been replying.
Again, no response for 2 weeks. My fiancé reached out again in the first week of August and said he wasn’t happy with the whole situation as we were getting married on August 12th, 2023 and he didn’t want me to have a defect ring on our wedding day. They replied right away and asked for our home address. At this point, it was ridiculous and we thought they were joking as we already had sent our home address 2 times and it was the same as the original delivery address. My fiancé sent the entire email chain again with a reply to send a new ring right away for the wedding.
They replied the week after the wedding with a CanadaPost delivery tag. My fiancé replied and said he was very displeased with the service and didn’t trust them anymore to fix the ring and wanted a compensation so we could have the ring fixed by a trusted jeweller instead. No response.
He messaged them again twice since then about a compensation for the defect engagement ring. Nothing.
This is ridiculous. You spend 2,000.00USD on a ring, you’d expect it to be perfect or at least have good customer service afterwards but no. This has been hell and we had to spend 500.00 at a jeweller to have it fixed.
Don’t buy from this horrible company. The quality of the engagement ring is horrible and I just wish he had spent more and went with another company. Their customer service is basically inexistant so you really have no recourse.”
“UPDATE: MoissaniteCo has removed my access to my account. I can no longer log in, and entering my email address results in "Incorrect e-mail address." I have reached out to their chat (it has been read, but no response) and I reached out to Chris in customer service. I also updated my credit card company to let them know that my access to my account has been revoked.
UPDATE #2: I still do not have access to my account, and they have ignored my e-mail and chats. I decided to chat with them using a completely separate e-mail address (they require an e-mail to be entered to chat) to see if someone would respond. They responded within minutes, of course! I stated that I had issues logging into my account, and once I gave the e-mail address associated with the account, the representative said they would have someone from Sales reach out to me via e-mail. I stated that that sounded unnecessary and that Customer Service or Management should be able to provide me access to my own account during this chat, and that I had already e-mailed Sales (Chris) about this issue and did not receive a response. She stated that her manager would reach out via e-mail. We are waiting for that e-mail (which we do not expect to ever receive).
My engagement ring is from MoissaniteCo. I started wearing it in early May. At the end of July, I had a stone fall out of the halo. I sent the ring back for repair. Then less than a month later - another stone fell out.
I took the ring to a local jeweler to get her and her gemologist's opinions on it. They 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://imgu.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 Fedex 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 FedEx label is NOT for returning the ring for a refund.
Overall, my experience with MoissaniteCo has been that they are extremely unprofessional. I would steer clear.”
“The ring was nice, but the service is poor. After twelve days making the ring apparently no-one realized it was the wrong design! I Had to propose with the wrong ring and explain to my fiancé that they screwed up, were making the new one, and I would have to send that one back. Obviously she was very disappointed. It took over 5 weeks to get here when it should have been less than half that! You would think a company like this would go above and beyond to fix this mistake, but all I got from them was a very inscensir apology. I am very unsatisfied with how little effort they put in to make this right.”
