"MOissaniteco.com was AWESOME to work with! I love my moissanite ring. Customer service answered every question I had very quickly via the chat option online. Even if I emailed them something, they responded within 24 hours. I'm so happy we went with moissanite. It's been about 8 months and my ring still sparkles like it's new."
"I recieved my engagement ring from this company. The ring is beautiful and i love it. I contacted the company regarding designing a custom band. Their customer service has been awful! I have waited for 3 wks to hear back from them. When asked if they have a phone number they stated they only contact via email but they are very unprofessional in how long it takes them to respond. I did a live chat asking if they were going to respond to my email and they stated that "they get busy sometimes and they will leave a note on this person's desk". I am most likely going to take my buisness to another company and they will lose the exclusivity of this ring design."
"Edit:
If anyone has any reservations regarding this company, please go to: www.ihatemoissaniteco.com
This person's experience was just like mine...
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The company's return policies and restocking fees are misleading, and Mike in Customer Service will only argue that you, the customer, is wrong. I filed a complaint with the Better Business Bureau since Mike would not return my online chats and would flippantly respond to my emails (if they were answered at all), and also am disputing the charges with my credit card company. This is my final rebuttal that I sent to the BBB; Firecut Diamonds charged me $20 for each return to cover shipping costs that were not documented anywhere on my order confirmations and receipts and also an unnecessary restocking fee totaling $52.70. So far, Firecut Diamonds refuses to do anything satisfactory to resolve the complaint, hence this review.
My receipts and order confirmations from Firecut Diamonds (AKA moissaniteco.com and ashadiamonds.com) do not reflect a $20 shipping fee incurred by the company. The dollar amounts reflected, in fact, are $0.00. It is not confusing to show how much the company paid for shipping on the order confirmation and receipts and then subtract it from the total amount to show the customer how much they would be responsible for should they return their item. This, however, was not done by Firecut Diamonds, so the customer was not aware of the hidden charges. Additionally, expecting the customer to contact the company via email (no phone number available) or to check with Fed Ex to double check if or how much $ the customer is responsible for is ridiculous since it clearly stated the amount of $0.00 on the receipts and confirmations from Firecut Diamonds.
With respect to the restocking fees, it is also misleading to the customer as Firecut Diamonds is basing their rebuttal on the fact that their restocking fees policy is vague. Because their policy purchasing multiple stones is very general, they are able to argue that because multiple stones were purchased and returned at any given date and time, they can charge a restocking fee. When a customer reads it, they assume that the restocking fees would only apply to each individual order, not by combining multiple orders placed on different days shipped to different recipients in different cities. Regarding the order where the restocking fee was issued, I ordered two stones and only one was returned. Therefore, the restocking fee should not have been charged.
Firecut Diamonds offered a $20 credit toward a future purchase at one point then closed out of the chat box before I agreed to the offer stating that he had "other customers to tend to" and that "further communication must be done via email". I felt this was insufficient for the following reasons:
1. Dollar amount is inadequate
2. No intention of doing future business with a company whose policies are misleading and lacks pride in superior customer service
I am sure that Firecut Diamonds will post an explanation like one in the previous negative review, but as a consumer, just beware if something goes wrong, this company will not fix it. They will only argue with you and tell you that you are the one at fault. To me, this is terrible customer service."
"MoissaniteCo.com is extremely hard to work with. They don't answer e-mails in a timely manner (if they answer them at all). The ring set I bought there fell apart tree separate times. They 'repaired' it each time, then replaced the old ring with a new one that is exactly the same. They are now refusing to answer my e-mailed questions about what happens if another stone falls out of this new ring. I have been completely ignored, and since this company isn't confident enough in itself to have a phone number, I can do nothing. They sold me a shoddy product, and refuse to make it right with a refund or store credit. And now they are completely ignoring me. The BBB grades them an F. Please be aware, and be smarter than I was. Buy somewhere else."