A Cautionary Tale of Grown Brilliance
"I purchased both my engagement ring and wedding band from this company, and looking back, I genuinely wish I had taken my business elsewhere from the beginning. My first warning sign should have been the complimentary 2 ct earrings included with my $4,430. 27 purchase. The company valued these earrings at $595, yet they broke in less than a year. When I contacted customer service about repairing or replacing them under warranty, I was told they would not honor the warranty because the earrings were technically a “gift. ” Apparently, once the sale is completed, the company's commitment to quality ends where convenient definitions begin. It was my first indication that customer satisfaction was far less important than avoiding responsibility. Unfortunately, I ignored that red flag and decided to give the company another chance when purchasing my wedding band. That turned out to be another mistake. I selected a ring advertised at $1,995 and proceeded to checkout, only to watch the price suddenly increase to $2,295. Thinking it was an error, I contacted customer support through their chat feature. The representative agreed that the advertised price was lower and even experienced the same issue when he added the ring to his own cart. He promised to call me back after looking into it. He never did. I then called customer service and explained the situation all over again. I was told the representative did not have the authority to honor the advertised price and would speak with a manager before calling me back that same day. Once again, no call came. The following day I called back and requested to speak directly with a manager. I was told the manager was unavailable but would return my call. Eventually, I did receive a callback, only to find myself explaining the entire situation for a third time. I was informed there had been a “system glitch,” but once again nobody had the authority to fix it. After multiple calls, repeated explanations, and far more effort than should ever be required from a customer, the company finally agreed to honor the original price—while simultaneously reminding me that they reserve the right to change prices whenever they choose. What stood out most throughout this process was the complete lack of accountability. No one took ownership of the issue. No one followed through on promised callbacks. Every conversation felt like starting from scratch, and every employee seemed focused on passing responsibility to someone else. Rather than solving problems, the company appeared committed to exhausting the customer until they either gave up or accepted the inconvenience. The jewelry industry is built on trust. Customers are often making some of the most meaningful and emotional purchases of their lives. Based on my experience, this company has demonstrated that once they have your money, customer service, product quality, and accountability become secondary concerns. I cannot recommend this company to friends, family, or anyone looking for engagement rings or wedding jewelry. Between the poor product quality, refusal to stand behind items included with a major purchase, misleading pricing issues, broken promises, and lack of accountability, this has been one of the most frustrating retail experiences I have ever had. I will never spend another dollar with this company."
