Bonnie A.

I have placed several orders with Moissanite Co within 5 weeks. I had an issue with the quality of two of these orders. The first order was for a 2.25 carat VS1 G color lab diamond. The second order was for a 1.5 G-H carat lab diamond. The fact that they are grading a 1.5 carat G-H is misleading. It's 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. Mike 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 layman. 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 Co 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 necklace in return for another pendant, the additional cost would have been nominal. However Mike 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 wouldn't 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. Mike 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. Mike 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 Co'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 Co 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. Mike 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. Mike 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 Co 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 CAD. Mike 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. Mike's 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 it's 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 Co knew they had something to hide.