Charles & Colvard, Ltd

I bought a 2 ct moissanite stone for $549 and it cracked in half after five months. The company refused to reimburse me or exchange it.Purchase date: 5/19/14Stone cracked in October '14.Order number - XXXXXXXXXPayment amount and method: $549 on credit card.I spoke repeatedly to customer service at the company and they refused to do anything because breakage is not covered by their warranty. Their warranty, which doesn't cover chips or breakages, enables them to sell a junky product for a large amount of money and leave the consumer unprotected. It is clearly a cheap product and people should be cautioned not to buy this junk.Desired SettlementRefund for the price paid. - $549.Business Response /[redacted]/Contact Name and Title: [redacted], CS MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@charlesandcolvard.comThere is no mention as to where the Charles & Colvard moissanite stone was purchased so we are unable to respond as to any particular options. Charles & Colvard moissanite is sold through many retail venues such as retail stores, jewelers, goldsmiths, websites, etc. All Charles & Colvard moissanite gemstones come with a Charles & Colvard's LIMITED LIFETIME WARRANTY. This is LIMITED to the loss of brilliance as long as it is not due to chipping or breaking. The warranty does not cover chipping or breaking of our gemstones. Moissanite is rated on the gemological "toughness" scale as "excellent" against chipping & breaking. This is the same rating as diamond, ruby & sapphire. This does not mean that chipping & breaking cannot occur, as is such with diamond, ruby & sapphire. It means only that these stones are less likely of all gemstones to experience a chip or break. Just as companies who sell diamonds, we cannot guarantee against chipping & breaking. However, we have done something that diamond companies have not. We have worked with our distributors to assist them to develop a program whereas a retail jeweler may offer assistance to a Charles & Colvard moissanite owners who experiences a chip or break. This is not a program offered by or through Charles & Colvard. This program is offered by moissanite distributors to retail jewelers to assist consumers. We understand there is a fee involved but at a fraction of the cost of a new stone. If this program was not explained to the consumer we would be happy to explain it further. Also, many retail jewelers offer a replacement for a broken stone as part of the retail warranty directly from the store to the consumer at the time of purchase. We would be happy to give the consumer further information on finding a retailer who can assist them with a replacement stone.

Returned three items in one box. Refund received for only two of the three items. Told by customer service- the unrefunded item is unable to be found.I returned a pendant ($799 less 20% discount, $639.20)(invoice #XXXXXXXXX, purchase date 12.3.2014) along with a neck chain and earrings (invoice #XXXXXXXXX, 12.15.2014). All three items were returned together in one box. I received a refund for the neck chain and earrings ($1,056.66 on 12.31.2014).I did not receive a refund for the pendant. When I called the company on 1.8.2015, to inquire about the refund for the pendant, I was told that the pendant needed a separate return number from the other two items and because I did not obtain this return number, the return process would take much longer. I was also told that the customer service person would denote this conversation on my file and would make the return department aware of all of this. I called back on 1.12.2015, and was told by the customer service person that she would have to check with the return department, thus giving me the total impression that nothing in this total process was documented on my file and no inquiry was made with the return department. I was also told that there wasn't anything received from the returns department regarding an item returned without a return number. I expressed my alarm with this, then the customer service person told me that she would go back to the return department and ask the return department to search again through their boxes that had been returned. The items were returned and received by the company the week of 12.29-12.31.2014, and I received the refund for the other two items on 12.31.2014. I was also told that this would be documented on my file.I called back on 1.13.2015, and spoke to the customer service person who had emailed me and told me the pendant, "could not be located".I was then told that the manager would also get involved and investigate the matter with the return department. I was told that the company would be in contact with me regarding an update. I waited 24 hours and did not receive any communication.I called the company back on 1.14.2015 and the customer service person acted like they were unaware of "the manager getting involved" statement that was made the previous day, but the customer service person just reiterated that the pendant was not located and there was nothing that could be done. So now it has been at least two weeks since the return has been made and the company is telling me that there is nothing that can be done about the situation and I am out the $639.20. I find this resolution completely unacceptable. I also find it ironic that all items in the box were refunded with the exception of the pendant without the return number. I feel that I have been taken advantage of due to not understanding that I needed a separate return number for each invoice items were purchased on. The customer service person said that she would have me speak with her manager and I was given the manager's voice mail. I have not received any response from the company since then.Desired SettlementI want the refund for the pendant that I returned in the same box as the earrings and the neck chain. Business Response /[redacted]/our records and audit indicate only 2 items were returned in the box received.

Support needed for an ordered not yet shipped productWe used the ring sizer as provided on your website and so we ordered the ring based on that. Order was placed at moissanite.com, order # XXXXXXXXX. Few days after, we passed by a jewelry store, we found out that the size we ordered for was incorrect. It should be size 7 instead of 8 (or 8.5), we called, emailed and chat your care rep was Fab who answered all (email, call, or chat). Her attitude was not customer-centric at all, she promised to check with the jeweler and will call me back (before Christmas break) to confirm but never did. We logged on to the chat support again after the holidays and she is not willing to support.As a consumer, we tried our best to have the size changed before it is made by the jeweler. Logically, we should've met appropriate support. Fab, your care rep wasn't even helpful at all in even trying to offer a lending hand. The product we purchased was expensive and we just need a simple adjustment why is it so difficult?Desired Settlementplease change the ring size from 8 to 7(correct size) before shipping it out.Business Response /[redacted]/customer has been satisfied with proper ring.

The company keeps giving me the run around on my repairI sent my ring in for a warranty reapir RMA# XXXXXX order# XXXXXXXXX A lady by the name of [redacted] processed the warranty repair. On 11/6/2015 I contact the company to make sure that my warranty repair had been recieved and a supervisor by the name of [redacted] stated that my item was recied on 10/23 and the completion date would be 11/11/2015. I have followed up with the company on 11/24, 11/28 and 12/1. I also sent emails to [redacted] on 11/02 and to [redacted] on 11/17 and 11/28 with no return emails. On my call today I spoke with [redacted] again she stated that she would walk to the repair dept and call me back within the hour that phone call has never taken place.Desired SettlementI am seeking a new replacement ring as It seems like they are unable to repair my old ring and also a credit towards a future purchaseBusiness Response /[redacted]/We have spoken to Ms [redacted] and she is picking out another ring of higher value at no charge. Her ring was sent back to us beyond repair.Consumer Response /[redacted]/I was contacted by the management team today Dec 1, 2015. The issued me a discount and replace my ring with a ring twice in value iam happy with the resolution. We can close the case now

Ring ordered was produced in the incorrect size. Company has not provided an agreeable resolution to get a replacement ring ASAP.Custom ring ordered 3/4/2014. As noted on the site, custom ring takes 10-15 days to make. Problem #1. Unlike other online retailers, company charged my AMEX without a product or tracking number. Company should charge when the product has actually shipped with a tracking number. Problem #2. Called on 3/12 to get status since no status was provided via email or phone or online since the order was created. Was told that the ring would be shipped on 3/13 and an email would be sent with a tracking number. I never received an email. I called back on 3/14. They said product should of shipped and after some research, they said it would be sent next day, but since it was for Sat delivery, it was agreed for Monday, 3/17. Problem #3. When the ring arrived, it was the wrong size. Instead of a size 7.5, it was closer to 11.5 or 12. In other words, the ring was too large by a wide margin! When I called, Company said they don't know how this could of happened and to make arrangements to return. Problem #4. Was given a RMA number and told I would get an email of the shipping label in email the next day. This email never came and I was then told it takes 3-5 days for the email to arrive. Then, they offered to overnight a shipping label. Very inconsistent process. Problem #5. After escalating the complaint, I finally talked to [redacted] COO. He gave me a choice. Return the ring for a refund or get ring fixed locally and the Company would pay me back. After some research the fix involves cutting the ring and fusing the ring back together for about $100. The feedback from my wife was that she did not want a 'hacked up' ring. She still wants a new ring in the correct size and wants it sent ASAP since the Company's error completely ruined her milestone event. To the COO, ruining a life milestone event is only worth about $100 to him which is insulting. Problem #6. After numerous unanswered calls back to [redacted] he finally got a hold of me and discussed other options. I offered 1/2 off and send a new ring ASAP due to all of the problems and ruining my wife's milestone event. He declined. He countered with 20% off and a fix to the ring. I declined. We finally agreed to a $500 gift card and a NEW ring to be created/sent ASAP and that the Company would keep me informed on the progress every step of the way. But when I asked to get a status and ETA of when new ring was to be created and shipped on 3/20, the Company now is saying they are not proceeding until they receive the old ring. I made it clear that I wanted them to order and get an ETA of the new ring BEFORE I ship the old ring back since this is my only leverage item I have to assure they will do what we agreed to. I am also afraid that they will take the old ring, cut it up to resize it, and send me the old ring back which is what I did not agree to. Sending the old ring after I get the new ring assures me that this cannot happen. As of now, AMEX now has the charge in dispute. Because the Company changed the terms of the original agreement without my consent, the problem now remains unresolved.Problem #7 : Company is not returning my calls and is offering no assistance in fulfilling what was agreed to.Desired SettlementBecause now the Company refuses to return my calls, and refuses to do business with me, I am seeking my original offer. 1/2 off and a NEW ring to be created in the specifications ordered and sent ASAP. Additional quality inspection to assure that the NEW ring is of the right size and what was ordered. Timely status, tracking and ETA to be provided to me daily. Only when these conditions are met is when I will return the OLD ring(shipping/insurance paid for by Company) and authorize payment of 1/2 the original amount.Business Response /[redacted]/customer claimed he ordered a size 7.5 ring and received a size 12 in error. upon research it was ascertained that there was never a ring manufactured in that style larger than a size 10. after agreeing to exchange the ring and appease the customer for the inconvenience with a gift card for future purchase, the customer refused to return the ring. ultimately he did return the ring and it was in fact the size 7.5 ring that was ordered. he was obviously trying to get 2 rings and a gift card for the price of one ring. we have photographed the returned ring/ original order and size to validate. we have credited the cutomers credit card account.Consumer Response /[redacted]/Since the incident, I have purchased 2 rings in size 7.5 which fit perfectly on my wife's finger. Her finger was sized by 2 different professional jewelers to be 7.5 and every ring she owns is 7.5. And every 7.5 ring she tried on at multiple stores fits as well.So I find it impossible to believe that the ring Charles and Colvard shipped me is a size 7.5. The ring is so large that it's even too big for my thumb! Also, charles & colvard's own sizing chart says it's not a 7.5 since the entire diameter of a 7.5 circle fits completely inside of the ring. Using their sizing chart, I would guess the ring was a at least a 10 or possible up to a 12. Since Charles and Colvard is still insisting that the ring is a 7.5, it's pretty clear that they are incapable of fulfilling the order which is why a refund was the only option. Charles and Colvard is suggesting that they have sold me a real 7.5 and every other professional jeweler has the sizing wrong when in fact I am suggesting that Charles and Colvard and their ring manufacturer(Overnight Mountings) are the ones who got it wrong. Mistakes will happen and it's the hope that a retailer will own up to it and fix the problem but in this case, Charles and Colvard will never admit that they got it wrong. But I am happy to report that the refund was processed on my credit card. And as a consumer, I spent my money elsewhere with a respected retailer that got the sizing right and treats their customers with respect. Final Consumer Response /[redacted]/

Poorly crafted products, abhorrent customer service, and zero follow-through on call backs, shipping labels, exchangess and refunds. Worst ever!!!As a long-time, satisfied Moissanite owner and customer, I purchased a lovely $200 ring from Moissanite.com at the end of December, 2013. Upon arrival, the large center stone was loose. It continued to loosen until it finally fell out in after about 2 mos of non-continuous, light use. I called, and their representatives assured me that they would send me a shipping label so I could exchange it. It took several phone calls, over an extended and generous period of time on my end, to get said shipping label. I finally got it and returned the ring WITH the stone that fell out of it, as I had promised.A month and a half went by, with me repeatedly, yet politely, calling about the whereabouts of my replacement. The first rep told me it would arrive within a week. The second told me that the ring was actually being sent out for repair and would take about 2 wks. The 3rd and 4th call I made told me, no, they had it in the warehouse this entire time, and didn't know why it hadn't been sent out. Each call I made assured me the replacement ring would be sent to me by a promised date. Each promised date passed with no ring or word from them. I ended up calling the district manager. He, like EVERY other "customer service" interaction I had with this company, expressed absolute astonishment and dumbfounded at the profoundly awful experience I was having. I was always VERY kind with them, and they were always kind to me. But there was NO FOLLOW-THROUGH. Anyways, the manager, who seemed horrified by my story, unquestionably said he would look into all this, and call me back, never did. Nor did he resolve a single thing. Even when I called him a 2nd and 3rd time...no response at all. Eventually, I did tell them on a couple occasions, how I was just blown away the amazingly poor experience this had been, and I told them how it was making me not want to do business with them again. But they always sounded very reassuring, apologetic, and convincing about their promise to follow through, each time. When I finally got the replacement ring, its center stone was even looser than the first ring was upon arrival. I couldn't believe they didn't check the ring before sending it, especially after all this. Regardless, it was one of the 2 side stones fell out either the day that I got it, or the next, which was when I noticed it was gone. This time I realized that their products were not constructed well, and I wanted a refund. Again, I was promised shipping labels and again, it took several phone calls and weeks of waiting. Finally, I got the label and sent it back. Well, they received the ring on March 19, 2014 and I have YET to get my refund-it's now JUNE 15 and I am completely sick of calling them and wasting my time. I am feeling robbed at this point.On my last call to them, I was assured that my money would be put back into my PayPal account within 4 days max. That was a week and a half ago.I had a halfway decent ring for 2 months, and it's replacement for one day. The other FOUR MONTHS have been an absolutely ridiculous ordeal. I am beyond fed up with this company. I honestly cannot believe it's been so bad. This is the worst customer service experience of my life. I hope no one goes through what I have, and I will now leave reviews in hopes that they will be deterred from doing business with this awful company.Desired SettlementI want my refund back, NOW! I've already heard countless apologies. I can't imagine what they could do to make me a return customer, they have completely lost my trust. I will never ever shop there again, and I will do my best to tell others not to as well. Business Response /[redacted]/Contact Name and Title: Contact Phone: XXXXXXXXXX x229Contact Email: [redacted]@charlesandcolvard.comafter many conversations the customer has been made happy. we gave her a free pair of earrings for her patience.

I placed an order online, have been tracking my package, received today and no product was in the package, the package HAD NOT been tampered with. Order Number: XXXXXXXXXPlaced and order for earrings on Black Friday, received today with NO earrings, the box was not tampered with at all - I had to cut into mailing label to get the box open. Looks like they forgot to put the earrings in the little black box, no earrings divits either which proves they were never in the box. So disappointed and want earrings sent overnight or a full refund immediately as they were not cheap at all.Very sad about this experience. No one has gotten back to me.Desired SettlementEarrings to be sent promptly or refunded in full. I will gladly ship the empty box back. Business Response /[redacted]/Ms [redacted] received her package at 6:30pm est last night and our offices were already closed. We promptly responded to her email first thing this morning and apologized for the mishap and overnighted her another pair of earrings. We take full responsibility for this mistake and have made things right with Ms [redacted]. Consumer Response /[redacted]/they resolved it rather quickly, I was not expecting that. Thanks!

I have emailed them twice and called twice with no responseI purchased a ring in november and then the ring went on sale two weeks later. I emailed them and asked for a refund of the excess, since the ring was now cheaper, no response. I then lost a stone in the ring in April and emailed them again and asked about the procedure to get the ring fixed. no response. I then called them a friday the 2nd, no response. I called left message again last night the 8th and still not response. I informed them at that time I would be filing a complaint with the Revdex.com.Desired SettlementI want the sale price for the ring and I want the stone replaced. The ring should have been able to make it longer than 6 months with out loosing a stone. I am not hard on jewelry. My other wedding ring I have had for 33 years and not lost a stone yet. I have another ring that has smaller stones in it and have had it for 2 years and not lost a stone. If they want to charge top dollar and be repected, they had better stand by productBusiness Response /[redacted]/we have researched and issued a credit to the customers account. it has been successfully resolved.