Gems NY Corp.

We are happy to have reached an amicable agreement with you regarding your issue. We would still like to take time to explain to customers who read this review to understand the facts: 1) A diamond jeweler has claimed that a 2.2ct square radiant cut heated white sapphire in very high quality is...

worthless (~$5 to$10), which we have showed the customer is not true. There are direct competitors who are selling similar gems for much higher prices (+$2,200), which is more than what the customer paid for her entire platinum sapphire ring with us. The diamond jeweler was confused about LAB CREATED white sapphires not being valuable, which is true. We ONLY sell NATURAL gems at wholesale prices. 2) The customer has had the ring for over 3 years and has said that her ring was never in proper round shape. We accept the customer's word and are happy to fix any issue with the setting at no cost. 3) The customer has said to have sent us one email few months back regarding the issue, which we didn't receive. The customer unfortunately never attempted to send us another email or call us. We were only made aware of the issue after we received this complaint. We are always happy to rectify any issue as long as we are aware of the problem. Thank you.

I recently made a purchase from Gems NY. I was looking for an anniversary gift for my wife but had never purchased jewelry online so I was apprehensive. I found something I thought she may like and call them. We discuss the item and they assured me that if she did not like the piece, I could return it for a full refund. Since I needed it quickly, they rush the order and delivered it 3 days earlier then promised.
Although the jewelry was beautiful, it was not what my wife was looking for, so called Gems NY concerning returning it. They quickly emailed me a return label and I mailed it back. I received a full refund within three days of returning the package.
Their excellent service and return policy will make me go back in the future (next time with my wife) and I highly recommend them.

Review: They never told us that if we have the loose stone set, the 1-year warranty is instantly void, despite discussing our plans with them before purchasing the stone. The sales page of the stone simply stated "1 year warranty". We had our jeweler set the stone following GemsNY recommended procedures (on the invoice) for setting glass-filled rubies. He has worked with filled rubies for decades and was very familiar with the proper techniques of handling such task. However, the stone cracked all over. Our GIA appraiser said that this shouldn't happen in a matter of years, much less weeks.

When we called GemsNY, we spoke with [redacted]. He was professional at first, but when I asked about the warranty, he stated, "We are not even 0.01% responsible!" He said that because a jeweler had set the stone, their warranty was void and they were no longer responsible. However, I had spoken to [redacted] about shipping the stone to my jeweler before I even purchased it. He never mentioned the warranty being void and no detailed warranty was sent with the stone. We would have never bought the ruby in the first place if we knew that the warranty was going to be void as soon as a third party touched it. If we had known, we would have sent the ring to GemsNY to just have them set the ruby in it; that way we could keep the warranty.

They refused to replace it, they refused to refund it, and they refused to exchange it. I even suggested that GemsNY, myself, and the jeweler each cover an equal share of a new ruby (trying to find a compromise), but they refused to consider this also.

Though he was professional at first, [redacted] turned unprofessional and openly laughed at our situation while discussing the issue on the phone. Three times during the conversation he literally chuckled and said it was ridiculous that I thought their warranty should cover a stone that shattered. I think toward the end of the conversation he realized how rude he had been and became more polite, encouraging me to call if I had any more questions. In the end he offered was 10% off a new stone.Desired Settlement: I now know that in the fine print of their "Why Us" webpage they note the warranty is void after a third party touches their product; I would like a copy of the warranty specifically included with shipped gems. It should also be posted in a prominent place detailing their warranty, instead of three quarters down the page on their "Why Us" page. I would also request the company inform potential buyers that any third party work voids GemsNY's liability, especially when this is being discussed beforehand. Finally, I would be ecstatic if they would work with us to replace the gem. I don't need or expect a full refund, as [redacted] explained that cracked rubies do happen from time to time. I would just like a little cooperation on replacing the gem.

Business

Response:

We are very sympathetic to our customer's situation. A jeweler accidentally damaged the loose Ruby (purchased from us) while setting it into the customer's setting. As we explained to the customer, our return/exchange policy is valid only for items which are returned in their original condition within 30 days of the shipping date. Unfortunately, not only was the item not in its original condition (damaged by the jeweler), the customer requested a stone exchange 4 months after purchase.

We have a no-hassle 1 year warranty for our jewelry items. However, there is no such warranty we offer for loose gemstones. The customer has agreed that he overlooked this key detail.

The customer has requested that we offer a concession on a new stone purchased, which we have agreed to do as a courtesy. We stand behind our customer satisfaction. Furthermore, upon talking to us, the customer stated he is requesting Revdex.com to rescind his complaint due to error on his part.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

GemsNY and [redacted] took the time to email and call me to resolve this. They apologized for the situation and wanted to hear the details of my concern. Afterwards, they took the time to walk me through the website and show me the multiple webpages where the details of the warranty are explained. While they acknowledged how I could have misinterpreted the warranty, it became very apparent that I simply did not read enough of the details.

After exploring the website, it is clear that GemsNY did not in any way misrepresent a warranty; I simply did not read enough on the subject and misunderstood the intent of the warranty.

In response to my complaint, GemsNY took additional steps to ensure no one else misunderstands the intent and coverage of their warranty. Further, due to the unfortunate situation, GemsNY even went out of their way to assist in replacing the ruby, though this was not required or necessary. GemsNY seems like a company committed to customer service and ensuring satisfaction among their customers.

I wish I could rescind or withdraw the complaint, thought the formal Revdex.com system does not allow this. Accordingly, let this situation and exchange stand as a testament to GemsNY and their focus on customer satisfaction.

Sincerely,

Review: I bought a white sapphire engagement ring from GemsNY a couple years ago. At the time of purchase, I was told that the ring I was buying was appraised at $6500. However, I was just told by multiple jewelry buyers that my ring and specifically heated white sapphires in general are essentially "worthless". Also, they alerted me to the fact that the ring is faulty as it is not even a circle; its oblong, which is why it's never fit quite right. I always knew it looked funny but trusted that the company sent me a quality ring, not a defective one. I tried contacting the company several weeks ago with my complaint of the defective ring but did not receive a response. I feel completely duped. They made me think the ring I was buying was actually valuable, when in reality it is not at all AND it's defective.Desired Settlement: I would like to return the ring for a refund. I still have the original receipt and appraisal documents if needed.

Business

Response:

We are happy to have reached an amicable agreement with you regarding your issue. We would still like to take time to explain to customers who read this review to understand the facts: 1) A diamond jeweler has claimed that a 2.2ct square radiant cut heated white sapphire in very high quality is worthless (~$5 to$10), which we have showed the customer is not true. There are direct competitors who are selling similar gems for much higher prices (+$2,200), which is more than what the customer paid for her entire platinum sapphire ring with us. The diamond jeweler was confused about LAB CREATED white sapphires not being valuable, which is true. We ONLY sell NATURAL gems at wholesale prices. 2) The customer has had the ring for over 3 years and has said that her ring was never in proper round shape. We accept the customer's word and are happy to fix any issue with the setting at no cost. 3) The customer has said to have sent us one email few months back regarding the issue, which we didn't receive. The customer unfortunately never attempted to send us another email or call us. We were only made aware of the issue after we received this complaint. We are always happy to rectify any issue as long as we are aware of the problem. Thank you.