Stuller

Stuller used to be the first name you'd think of when it came to good quality products for the jewelry trade, with helpful staff and a reliable service. Not any more
The past 12 months, I've received poor quality products, stones in the wrong sizes, very late shipping dates, which kept getting moved back on a daily basis (without being notified) and to top it off, customer personal information was hacked from their website.
I have been a regular Stuller customer for many years but I've just about had enough.

It really feels as if they don't care about deadlines any more. The customer service reps are nice on the phone but the company is just late and lately if feels like its all the time. We have had a few rings on back order and est ship date was 3 week later then when the order was due they called and said it will be another week. The when that week was up they pushed it off again i finally got it by calling and demanding satisfaction.

I've had no problems for almost 10 years, but the past few I've had so many problems with them I avoid them if at all possible. If you have to do a return, good luck! They just shipped me the wrong part and when they went to send me the correct item, they shipped it GROUND! It's for a custom job and I asked her to ship it overnight, but apparently that wasn't enough. I was then advised to call back and double check with someone else next time. So, there is no guarantee that they will do what they promise and you need to baby-sit returns. They told me that they are using more automated procedures and just hired a lot of new people, but this has been a growing problem for about 3 years now.

I was extremely happy when I found Stuller a few years ago. They had great quality products and excellent customer service. Not anymore! The rings I buy from them have slipped in quality. The orders have been delayed frequently when before they were always shipped on time. I have received apologies from customer service again & again, but the incompetency continues. I am a Stuller First member, but wondering if it's worth the extra money. I don't know what's going on, but I am considering going elsewhere with my business.

I ordered an engagement ring and band through a local jeweler. Stuller sent it with the band a different size from the engagement ring. The jeweler sized up the ring but it still didn't fit the the ring.
Two days after wearing the ring one of the small diamonds looked brown, it was cleaned by the jeweler and looked better until it went brown again.
It has been 8 months since I purchased the ring and I have had it in my possession about 5 weeks total.
I have fallen out of love with the ring and Stuller won't refund my money.
They say they can fix the problem but why would I ever trust the quality of their product again.
This company is horrible.

I ordered a ring from Stuller. The head was crooked in the x direction. So I returned it and ordered a replacement. Another one came that was also crooked (this time in the y direction). I returned that one too. How are these passing quality inspections?

I ordered a ring on 10 day Memo and received it the next day, no problem there but when we returned it on the 10th day, it was post marked for the 10th day not sure when they received it but was charged a restock fee of $25.00, when we called to tell them we had a postal receipt they informed us that they only go by when they receive it in house. Well 10 days is actually 9 because they start the 10 days when they mail it and you get it usually the next day depending on Fed-X delivery schedule. Stuller did say though we could have had more time if we had called but since we mailed on the 10th day we didn't think it necessary to have an extension. I think their memo policy stinks and they obviously need to overhaul their Memo policies. So in summary my suggestion to Stuller customers is to just order the item you might want to show a customer and you will have 30 days to return it! So if they ask you if you want it sent on memo you might want to say just bill it.

They have a couple 100 dollars or returns I sent back over a month ago, I doubt I will ever see it again. I have been on the phone with them for hours. I guess I will call my bank for fraud. And the icing on the cake, they posted more charged on my account...that they couldn't explain. Don't mess with them.

STULLER EQUALS SALES AND SERVICE. THE STULLER SALES TEAM IS GREAT. MARCUS CALLED ME FROM AUSTRALIA AND SPENT HOURS TO HELP ME PHOTOGRAPH EXCELLENT PICTURES USING THE GEMLIGHT BOX PHOTOGRAPHY EQUIPMENT. THIS WAS DEFINITLY A WORTHWHILE SALE. GREAT AMERICAN DIAMONDS

I have been working with Stuller for over 25 years and have found their sales people to be accurate most of the time and they have gone the extra mile for me when there was a problem. However, in the past year or so I have found their prices to be some of the highest in the business and the catalogs to be inaccurate. For instance: I ordered a setting from the latest catalog and, figuring that gold had dropped in Spot Price, and that my item was based upon the Gold Price at time of shipping, I quoted a price to my customer. Upon receiving my item I noticed that MY price was higher than even the catalog listed it at a higher Spot price!
Friends in the business who have bought into the 'Concierge Service' for $199/year have said, "Yes, Stuller IS high priced... but 'they're so convenient'!" BUT you have to order at least 20Xs/year to pay for it. I have been in the business for over 40 years and I prefer to work with local Stone Suppliers, etc. I've known for almost that long. But if I HAVE to order from Stuller I get hit hard with their "regular' shipping rates. So, I have felt recently, that I have been dealing with a "Corporation" more and more rather than a "family-owned business... so sad.

A customer for 30 years, quality control non existent, excuses and constant apologies. Sorry stuller you don't care neither do i

I agree with the other commenters. They used to be a good company and had great service. Now they don't give a crap about the customer. Their quality is in decline also. They messed up on one of the pieces I ordered to have made. So they weren't going to ship until today. That was a lie... And not only that, they don't want to bother fixing their mistake and they make YOU pay for it by waiting for the price of gold to go up higher, because they didn't ship when they were supposed to ship. I tried talking to customer service about it. They SAID they were going to fix it and adjust the invoice. THEY NEVER DID! And it was THEIR FAULT, not mine. They messed up on their casting and didn't ship the date they were supposed to ship. The customer service is horrible. They really suck, and they do NOTHING to help you. And they don't care either! I'll dispute the charge on my card!

Also, I've discovered that the weight of the piece I purchased is heavier than what the weight is on their website, so they charge you more. Plus, I had purchased an item to be done in silver, but the labor they charged was $40.50. I purchased SAME model number, SAME item but in 18K Rose Gold. The labor they charged there was only $25.00. WHY do they charge more for labor for same item done in only silver? I don't like what I see at all and I've been a long-time customer with them. Their quality has gone down, their customer service, or LACK THERE OF, has gone way down. I had a bunch of special orders done, and right now, I feel like once I get them, I want to return them and I want a FULL refund, because I feel I was screwed over big time! I'm NOT happy. They are not up front about the labor costs and they misrepresent the items on their website.