We bought a Floral Ellipse Diamond Cathedral ring (14k rose gold, 1/3 ct) from a retailer in July 2025, spending €3,613 plus over €700 in import taxes to Malta via a delivery service. The ring was stunning, and the diamond was lovely — but the experience that followed was incredibly frustrating and stressful. By September (on my birthday, 30 September), after only a short time of regular wear, one of the prongs broke and the diamond fell out. Fortunately, we were lucky to find the diamond the same day. We immediately reached out to customer support. From that point, the process became draining and poorly managed: • The export paperwork for repair was mishandled, leading to significant customs issues. • We waited over a month, only to learn that due to a manufacturing problem they would remake the ring entirely — but our original engraving was lost. • Delivery dates kept changing, and we were repeatedly informed it was due to system glitches or the busy holiday season. • Despite clearly stating that we needed the ring before our wedding on 15 December, we had to constantly push for updates from customer support. The ring finally arrived on 2 December, but then got stuck with the delivery service due to documentation problems. Neither the delivery service nor the retailer took clear responsibility, and communication was extremely slow and vague. We spent days emailing, calling, and using chat — often receiving no real solutions. In the end, the delivery service demanded that we pay import tax AGAIN (over €700) to release the ring, as it was not correctly categorized as a repaired item. We had done nothing wrong — we were simply customers who bought a ring and followed the retailer’s guidance. As a result, we had our wedding without my engagement ring. Only after escalating the issue to managers at the delivery service and the retailer, and after numerous frustrated emails requesting the correct repair invoice, was the matter finally resolved. This entire ordeal could have been avoided with proper documentation, clearer communication, and proactive customer support. Now, after everything we experienced, I am genuinely hesitant to wear the ring, fearing that the diamond might fall out again. This was meant to be a lifelong piece of jewelry and a significant symbol — instead, it has become a source of anxiety and disappointment. While the retailer may offer beautiful designs, our experience revealed serious problems with craftsmanship, quality control, international repair management, and customer support follow-through. For a ring at this price, this level of stress is unacceptable.
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