Update 10/07/25: AOJ takes their reputation and customer satisfaction very seriously, and they’ve reached out to me multiple times to make things right. I’m genuinely impressed by the lengths they’re going to fix this. Sara and Lindsey have been my main points of contact, and they’ve handled everything with professionalism and care.The solution they offered was to completely remake my ring according to the original design — and they also promised to find out why it wasn’t made correctly the first time. But they went a step further: they asked if there was anything I’d like to change, beyond correcting the milgrain detail. That gave me the chance to make a few subtle tweaks I didn’t even know I wanted before, and now the design is absolutely perfect.They’re also allowing me to keep my original ring while the new one is being made. Once the new ring is ready, I’ll simply send in the original so they can reset the main stone. This solution is exactly how a company earns back your trust.As an additional gesture, they’ve offered me a discount on the custom wedding band I had planned to order — another clear sign of their commitment to customer satisfaction.The only thing keeping me from giving one more star right now is that, while this current communication has been excellent, the communication during the original process was not. That said, I truly appreciate the effort and transparency they’ve shown in making things right. I’ll update again once the process is complete!Update #2: I got a call from an actual human- yay! Lindsey called and really just asked how she could help. I thought that was great. She says she's going to attempt to find a way to make this right after speaking with her team. I am hoping that when I update this again, I can add some stars back. Will let you know. But, at least I know I've been heard and that says a lot. Now I just want to make sure we get what we asked/paid for!Update: They came back and asked me to send my email again and mark it as "Urgent". Will update review after AOJ response. We spent weeks creating the perfect engagement ring, down to the fine milgrain detail. The design process was easy enough, but the team was always quite rude and unhelpful. We expected our item in the 10-12 days listed on the website. It took over a month. When the ring finally arrived, it did not match the CAD design. The meticulous milgrain detail was wrong, instead there's some starburst etching. I've tried to email, call, and message. At this point they're ignoring me, despite clear evidence that they're in the wrong. The last response I got was in a Live Chat: "We shipped you the ring. We received an email from you and responded. The video that we sent ou prior to shipoing the ring to you was approved by you and it matched the CAD file." - typos and all. I explained that the video they sent was grainy and the details were not visible. We also were not asked for an approval, the ring was shipped without any feedback from us. The ring I got is lovely, but it's not the ring we ordered and the company shows no intention of making this right. I was in the process of purchasing a wedding band from them, but now they will not even respond to my questions about that band. I think I might look for other options. Very disappointed in the lack of customer service.
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