Moissanite Co

I purchased my fiancés engagement ring in July of 2022 and in February of 2024 the ring literally split in half. It's completely broken from everyday use. Wasn't an accident or anything specific that caused it. When I reached out to Moissanite Co, they said this was the result of "usual wear and tear" and to contact the insurance that I paid extra on the ring to file a claim and hopefully get it fixed. This company is awful and I would never use them again.

My rose gold ring was purchased with this company, I never wear the ring due to me being a nurse I wear the rubber rings so it won't hurt myself or my patients. I have never washed my hands in this ring because of me being afraid to mess it up, I reached int to customer service only for them to say that they would charge me to polish the ring! What in the world?! That's not going to restore the rose gold on the ring! They asked stupid questions that had nothing to do with the ring and did. It offer to dip the ring or anything. I am beyond pissed

I was shocked when I emailed this jewelry store and was told that the ring I had purchased from them were "too petite" for me,as a woman weighing only 105 pounds, was to blame for the stones falling out of my rings.

It was a truly disappointing experience to be blamed for something that was clearly a manufacturing issue. As a consumer, I expect the products I purchase to be of high quality and to last. In this case, it seems that the company was trying to shift the blame onto me rather than taking responsibility for their faulty products.

This incident raises important questions about the way companies treat their customers. It is unacceptable for a company to blame a customer for a product defect, especially when it is clear that the issue is a result of poor craftsmanship. Instead of making excuses, the company should be taking steps to rectify the situation and ensure that their products are up to standard.

In addition to the disappointment of being blamed for the stones falling out of my rings, I also felt belittled by the implication that my size was somehow unsuitable for their jewelry. It is not the place of a company to pass judgment on a customer's body size, especially in a negative way. This kind of attitude is not only unprofessional, but it also perpetuates harmful stereotypes and contributes to body shaming.

Ultimately, this experience has left me feeling frustrated and disrespected by the company. I hope that they will reconsider their approach to customer service and take responsibility for the quality of their products. As a consumer, I expect to be treated with respect and to receive a high standard of service, and I will be reconsidering my future purchases from this company. It is important for companies to understand that blaming the customer is not an acceptable way to handle product issues and that they should take steps to improve their customer service and product quality.

I have added photos of all the times stones fell out and of the current ring in a video to show there is no damage to shape or prongs

A week after I gave my wife her wedding ring, one of the small stones fell out. Luckily we were sent a prepaid label and then we sent it in and it was sent back to us three weeks later. Long story short, more and more stones kept falling out and we were the ones who had to now pay to have it shipped, insured, and fixed. The costumer service is TERRIBLE! Chris is very rude and is not very helpful. Elizabeth was nicer to work with, but the results were the same. This company does not stand behind its product. The limited one year warrantee is worthless if the stones continue to fall out.
Secondly, we have asked the company to call us so that we could describe what the issues were. To date, we have not received one phone call. What type of a company doesn't list some sort of a contact number. Shame on me for even trusting them at all.

My wife is retired and is FAR from hard on her ring. She is very cautious with it and always takes it off in demanding situations. If these rings are of such high quality, why would stones keep falling out no matter how you where them? My advice: Go to a reputable jeweler and stay away from this deceitful company.

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.

Let me first say that after researching with several online jewelers and combing through what felt like several hundred reviews, the decision was made for my 25th-anniversary ring - a no-frills 2.5 ct equivalent Emerald cut solitaire moissanite with a bezel setting. Their website is clear, offers many options, and offers excellent selection tools, romantic stories, and recent purchases. There was no question after seeing how many overall satisfied customers they have had and their experience; this was where I'd like to shop. My experience was faster than anticipated, with my ring shipping in almost no time. When I received my package, I was thrilled. It was very well done, detailed, and of course, had THE anticipated anniversary ring! My goodness, it was beautiful and just what I ordered. My ring was delivered in November 2022, being made of 14k white gold - I had expectations based on other similar-weight white gold rings I've owned for over 12 years. Although this newest edition did not have the same weight as the others, I did not let that deter me from my excitement. We're at the end of January 2023, and the stone and ring no longer have the luster they did. I'm not referring to the cleaning, the stone itself requires more attention than a diamond, and I knew what to expect there. The setting drives me insane; the wear on the metal from normal activities has dramatically diminished the appearance and luster. So, sadly as positive as my experience was, it doesn't make up for the shortcomings in less than three months and the price that was paid. Unfortunately, I cannot return it, the return policy no longer applies.

My recommendation: upgrade to a higher-quality moissanite stone and platinum.

For Reference: ENR170-EM (Ring), Forever One (Stone), Stack181 (Stacking Ring). No unusual products or cleanings, everyday wear, and basic activities. Please notice the brilliance and luster inside the ring; this was the polish outside when first received compared to how it looks now. Also worth noting, at the time of my order, there was a promotional discount of $200.00.

This is my honest review, and it took a lot of thoughtful consideration to post, but I felt it would be helpful for other potential buyers. I've since moved on to another jeweler that offers more communication, CAD proofs, and details that make me feel that this newest version to commemorate my 25th anniversary will be up to my expectations.

Update: 3/12/23
I've since received another ring from another source and the difference is INCREDIBLE. First, the metal (14k white gold) is heavier with the new jewelry which makes me question that material used for my ring. And second, the moissanite (NEO) with the same weight and the step cut in the new ring are superior. Because I have both rings, I'm able to see that the craftsmanship is just not what I expected from a company that has such "glowing" reviews and influences the removal of additional stars. Bottom line: Do your homework, think it over, do more homework and let customer service from the beginning, middle and the end of your decision guide you.

I recently purchased an engagement ring from MoissaniteCo and intended to us a coupon code that I had. However, to my disappointment, the code didn't work and so the price was higher than I expected. Also, I was under the impression that the matching band was included with the purchase, but it turned out that it was not. Despite these issues, I have to say that the ring itself is simply stunning and my fiance, Peg, has received many compliments on it. The brilliance and beauty of Moissanite is unmatched and I cannot comprehend why anyone would opt for a diamond.

I have had my ring for over a year now. I purchased style enr603. While I have been very happy with the design and the Moissanites, I am disappointed in the white gold. I didn't realize that white gold isn't actually white, but a yellowish off white. So after a year of wear, the metal looks a bit yellowish. I contact the company, and they explained to me that it was originally rhodium plated but that plating can wear off with time. What? Why would you plate a gold ring with another metal? They offered to plate it again for me, but I am in Canada, and I really dont want to deal with Fedex again. That was too much "fun" the first time. So while I do recommend Moissanites, I really don't recommend white gold unless you are happy with periodically plating your ring.

My husband and I have been back and forth with this company. We had custom engagement and wedding rings made for me. Three times now the small end gem has fallen out within 4 to 6 months of wearing the ring. I take care of it and do not wear it when doing anything physical. We have sent it back to them twice now and been back and forth asking that this mistake not happen again. Never have our questions been answered why this keeps happening or told how this problem can be fixed. We have had to pay for shipping at least once to have it repaired. We have not ever been assured this would not continuously happen, especially past the warranty. I have no assurance that if we get the ring replaced with one of their other rings that this won't also happen. It is so disappointing because it is such a beautiful ring. Frankly, this is NOT how I wanted to celebrate my marriage, sending my wedding band back and forth with a lack customer service or reassurance or even a sliver of trying to solve the issue on this company's end.

I ordered a custom made wedding band to match my engagement ring. Both were suppose to be 7.5. When I received the band it was much smaller than the engagement ring causing the engagement ring to 'pop' out of the setting. I reached out to MoissaniteCo.com and they said I agreed to the custom order and CHOSE my size to be a 7. I explained that that made no sense and provided them countless emails/screenshots of my order. They actually tried blaming me and said they wouldn't resize it for free, because it was my fault. They eventually agreed to resize for free. Keep in mind, I had to pay s&h every time - 4 times at this point, with insurance based on the value of my ring/band. I received the wedding band back a few weeks ago, and it didn't feel any different then when I first received it. I took both rings to a jeweler and they confirmed my suspicions - my band was never resized. I bought a ring sizer just to make sure and sure enough, the band I ordered is still a 7.0. I've spent almost 4k and my rings still don't fit. I'm getting married in October and I refuse to spend another cent trying to get my wedding set right.

UPDATE - MoissaniteCo's response is not accurate which lead to me the initial frustration. I never chose 7.0 for the guard. I have all the emails that I will post later as the company is once again not being transparent. Regardless of that, they were suppose to size it up for "FREE" to fit my engagement ring. It's STILL A 7! They didn't adjust it at all.

I've had a really negative experience. In no way did I expect the removal of an innocuous paper tag from to ring to trigger a full cancelation of the return policy. It's a predatory tactic used by this company to prevent them having to provide a refund to unsatisfied customers. I'm really disappointed.

I have never had such an awful experience with a company during a time that should be the happiest. I bought my fiancé's ring in December and proposed in April because of a family emergency and in less then two months the white gold is turning gold like she's had the ring for years and 2 side stones have came out! I contacted the company and they refused me a refund only a repair, why would I want to keep getting it repaired judging by the threads it's not only me that has had issues it's disgusting they rip people off with poor quality and poor craftsman rings. I am going this week to 2 other jewelers because I went yesterday and one of the jewelers said the entire ring was Moissanite but the side stones were supposed to be diamond.

My review is based on my relationship with Moissanite Co. Since 2016. From 2016 until now I have ordered several pieces from them totalling $6,214.80 USD (according to my account history). Up until this year I've had an absolute pleasant experience with them. There have been times I contacted them and they've been very professional, responsive, and always focusing on customer satisfaction. However, in the late fall 2020 I ordered a ring as a gift for Christmas. I also received a ring as a gift for Christmas. Both were ordered from Moissanite Co. The ring I received as a gift came with a very noticeable defect. I contacted Moissanite Co. And they were absolutely wonderful. They covered the cost of return shipping, fixed the defect, and sent the ring back making it so that I did not have to pay the $100.00 duty tax the second time. Regarding the ring that I purchased as a gift, in April of 2021 a stone fell out. This ring was only worn a handful of times between January'21 to April'21, spending majority of it's time in a jewellery box. I felt the stone falling out was due to poor craftsmanship and contacted Moissanite Co. They offered to fix the ring at no cost, but told me I would have to pay to ship it to them. I wholeheartedly disagreed with that as the stone falling out was not the wearer's fault. It was poor craftsmanship from Moissanite Co. As the ring was given as a gift, I relented and sent it back to be repaired; the shipping was a little over $40.00 CAD. To receive the ring back from FedEx I had to pay $106.00 CAD. I contacted MoissaniteCo asking them to refund the $106.00 CAD as I felt it should have been sent back with no cost of duty to me. Again, the stone falling out was due to poor craftsmanship on Moissanite Co.'s part. They did not respond. I followed up twice, and no one has responded. As a loyal customer for five years, it was extremely disrespectful. Their lack of response sent a message that they do not value my customer relationship nor me as a customer. I will be ordering my jewellery from other retailers going forward, I suggest the person reading this does the same – especially if you're not from the USA and your shipments will acquire duty taxes.

I was eagerly waiting for my Moissanite engagement ring to arrive, and I was overjoyed when it finally arrived. Although it took about 8 business days, the wait was worth it! The stone is beyond beautiful and exceeded all my expectations. There is no other gemstone that can match the brilliance and beauty of Moissanite. When I took it out in the sunlight, it was breathtaking. The fire is incredible and it sparkled like a shooting star. I chose a 1.25 carat, 6-prong Trellis round solitaire. However, when I received it I realized that it needed to be resized, which was a bit of a hassle. Despite this, the customer service at Moissanite Co. Was fantastic. I even made a change to my order after I placed it and the online chat support was great. Chris in customer service answered all of my questions promptly. My fiancé and I were originally looking at diamonds, but with the high prices, we decided to go with Moissanite and saved the extra money for our wedding bands.

After receiving my order i discovered that the size was off by a half size. So I inquired about resizing and discover I had to pay for resizing of each ring in the set as well as pay for shipping and return shipping. All in all I paid nearly $100 for resizing a wedding ring set that should have been free. Needless to say I was pretty upset.

This company provides NO way of speaking to a live person! There's no number to call, you can only chat. Their chat reps, specifically Elizabeth, are very rude! I'd ask for product details on a few rings and they'd reply and say "we advise you to read the full description to see if you can find the answer there". I told them "I've already done this and the info isn't there". She replied with a quick snarky answer. Over and over I'd ask a question and over and over, I'd get a vague, short reply. I finally asked if I could talk with a manager. She said "I'm the supervisor". So I asked for her manager. She said she'd have someone get back with me. No one ever bothered. Their service is absolutely horrible! Even though this is moissanite, and not real diamonds, my purchase was going to be over $2000 so to not be able to speak with anyone when attempting to make such a large purchase is unbelievable!

Ring broke twice. I purchased a ring, upgraded it to platinum and real diamonds on the side. Bottom of band broke in half. I took it to jeweler and they fixed it. This past week the engagement band lost a diamond and a few days later I realized why…the band near the main jewel also broke. Not happy with the quality. They also won't address the issue. They want me to ship the ring back to get a quote on how much it will cost to fix. I paid over 2K for this ring and would hope a ring would last longer than 3 years and I would hope the company I bought it from would service it. Lifetime guarantee is a false advertisement.

I followed the instructions to apply my loyalty points from a previous purchase and I was not able to do so.

We received the ring set and loved it. However, the ring set is too big and we have to return them for resizing. We contacted the customer service and his reply was it was our error and as a courtesy we are only paying $25 per ring for resizing. First of all, it's not our error. We have had a diamond ring of the same size we placed an order with you but for some reason your rings came too big. We have a tag on the wedding ring still and don't understand why this can not be subject as a free return and order a small size of ring when we are returning within 30 days of your shipment. The tag on the engagement ring is off so we understand it can't be returned. Overall, the customer service is poor and I won't recommend anyone shopping with you guys.

First online web site order for 2017 placed on 03/24/2017 with a promised commitment time of 3-3.5 weeks which was a JOKE as of today 04/18/2017 the item was still in production from 03/******* and no status up date could be provided?! Merchant was PAID IN FULL on 03/24/2017 however we DISPUTED the transaction to assure our account integrity and we are anticipating a FULL REFUND?! Staff are rude and obnoxious if you make a contact attempt by e-mail so do not HOLD your breath waiting for a reply?! They have no phone service to speak of?! I have read NEGATIVE reviews on the web for this merchant as well?! Save your time, money and aggravation and shop else where as the Testimonials do not jive with the negative information on the web for this merchant?!

Nice ring, however VERY POOR customer service. We purchased a ring and within 6 months my wife was missing 2 stones. We asked if the ring was resized to see if that was the reason the stones fell out. They assured me it wasn't... We sent the ring back (on our own dime), got the ring back a few weeks later and not even a week goes by and TWO MORE STONES GO MISSING! I contacted customer support and told them we are not interested in sending the ring back every week. That ignored my request. A week later I went online and asked why I didn't get a response and they said they weren't ignoring me and it was in the que. Two weeks go by so I send another email asking for a reply, they sent a short reply saying that I need to keep sending the ring back. I will not be recommending this company to anyone.

I ordered asscher stone shape before and i really liked it , this time I ordered wedding set with oval crushed ice i think the oval stone is little bit yellow, but overall i am really satisfied about the website and customer service.

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.