MoissaniteCo.com
Uncooporative, unprofessional, slow, terrible communication, arrogant customer service representative

I bought a wedding ring set from MoissaniteCo.com several months ago. Since I bought it, it has been nothing but a complete disaster. Trying to work with MoissaniteCo.com has been a huge headache.

Before I made the purchase, the customer service reps at MoissaniteCo.com were great. They answered all my questions very quickly and were more than happy to help. As soon as they got my money, everything changed.

The ring came in late February. I wore it for three days. A stone fell out. So, I did what I was supposed to do, and sent the ring back for repair. I was told that I would be notified when the ring arrived. I wasn't. I had to e-mail them and ask if it got there. I was also told I would be notified when it was being shipped back to me. I wasn't. I had to ask. It took longer than two weeks for them to get it back to me. I wore it for six days. Another stone fell out. Frustrated, I sent it back again. They said they would reimburse me for return shipping, which took them a month and two e-mail reminders from me. I wore the ring for almost a month. Another stone fell out. So I sent it back again. I had to eat the cost on return shipping. They didn't even offer to repay me. This time, their solution was to make me a brand new ring, just like the last one. I can't say that I have any confidence that it won't fall apart. The first one was brand new, too. It couldn't have been any worse.

My biggest complaint with MoissaniteCo.com is that they are extremely slow answering their e-mails, if they do it at all. I have had at least three e-mails completely ignored. I have written to them telling them that I am upset with the way they have handled my case, imploring them to answer my e-mails in a timely fashion and treat me as the customer that I am. Another thing I don't think is right is that when a problem has continued (such as my ring falling apart) they don't do the right thing to fix it. They spent time 'repairing' my first ring. It kept falling apart. They issued me a new ring that is exactly like the first one. The right thing to do is to give me a refund or store credit because, obviously, the ring I chose to buy won't stay put together. I am a really active person, and when I lost the first stone, I was concerned that this setting was wrong for me. When I asked MoissaniteCo.com if this setting (micro pave) was an insecure setting, I was assured that it wasn't and that I was the only one that had ever had a problem with this ring. (After further research, which I should have done prior to purchase, a micro pave setting is extremely fussy. It shouldn't be worn during hard work or at the gym, which are two things I do daily. Had they told me the truth, I would have wasted no more time on this.)

Here is one such ignored e-mail that I sent after they said they would replace my ring with a new one:

Hi again...
I sent the rings back to you guys Monday afternoon. I just had one more question for you about how this situation is being handled. I would like to know what happens if another stone falls out of this new ring. No offense, but I don't think it will make it long with my active lifestyle, as has been proven before. I don't want to keep dealing with this, and to be honest, I would rather sell the thing than keep dealing with you guys "repairing" it once a month. What is my assurance that I will finally get what I paid for 4 months ago? Please answer this for me.
Thanks

Nothing... Nothing at all. Apparently, my questions don't matter to them. They have my money, they won't refund me, they won't give me store credit, and I keep getting a "repaired" ring in the mail that continues to fall apart. They also have NO PHONE NUMBER, so if they refuse to answer their e-mails, the customer has zero recourse. So I sent this e-mail in response to their dead silence.

It has been a full week since I sent an e-mail of questions to you. It seems I have been ignored again. The questions I asked were not rhetorical. I didn't send the e-mail because I was bored and had nothing better to do. Ignoring upset customers only does one thing: it makes them more upset. I will restate my questions. What is my assurance that the new ring you are sending me won't fall apart? What happens if another stone falls out? I believe these are fair questions, given what has happened in the past. Please don't ignore me.

Again... Absolutely NO response. I sent this e-mail 6/1. It is now 6/4. That's plenty of time for an answer. The fact is, they don't care about their customers if their customers are upset. I don't understand how a company can think it is okay to COMPLETELY IGNORE their customers. My questions have gone unanswered. This has been a mess for me and my husband (who tried to buy me something nice for our 10th anniversary). I fear that I am going to have to sell the ring, because MoissaniteCo.com won't work with me (other than giving me a new version of the same ring) and I know I won't get back out of it what I paid for it.

To those of you reading this, moissanite is a wonderful product. MoissaniteCo.com is a second-rate company that doesn't even have the confidence to allow their customers the option of calling them. That should have been my first clue not to buy from them. Communication is very poor, and their representatives go silent when you question what they are doing. This is horrible. For people like my husband and I who don't have a lot of money, a loss of $1200 is hard to swollow. I regret terribly buying from this company. I advise those of you looking for moissanite to buy from a Charles & Colvard Authorized Online Dealer (which MoissaniteCo.com is not). This link will show you the proud few that are. Http://www.moissanite.com/retail_locator/retail_chains. Cfm

In short, please be smarter than I was and learn from my mistakes.

Company: MoissaniteCo.com
Country: USA
Address: 6250 W Charleston Blvd Suite 120-122 Las Vegas, NV
Site: moissaniteco.com

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