I ordered a 9ct white gold moissanite engagement ring (1.59ct) from the company, which was advertised as brand new. When it arrived, it was entirely unacceptable and not suitable for use. The ring was missing two stones, lacked the gold hallmark stamp inside the band as promised, and had a noticeable line down the center, indicating it had been resized improperly. The overall condition strongly suggested it was not new, despite being sold as such. I reached out to customer service right away and was informed that I had to return the ring before a refund could be processed. I sent it back via recorded delivery on 11/12/25, and it was received on 12/12/25. However, I did not receive any confirmation of receipt. When I followed up with the company on 15/12/25, I was told that the refund could not be processed until the ring passed an internal “quality control” check, despite the clear faults and photographic evidence already submitted. As of 17/12/25, customer service has been non-existent. I am still being denied a refund and told to wait another 24 hours, which is completely unacceptable. This delay has caused significant stress, especially since the ring was meant for an engagement proposal. I cannot purchase a replacement ring elsewhere due to the pending refund. Very disappointing experience, poor communication, and terrible customer service. I would not recommend this company based on my experience. No apology, no refund, and no goodwill gesture for the inconvenience. Terrible service. If I could give 0 stars, I would... Avoid!
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