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4.91/5
13,727 Reviews
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Each of our reviews is from a customer who purchased one of our custom designed pieces of jewelry. We never alter reviews, and offer no incentives for submitting a review of your experience.
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Jeff
Jeff's Signet Ring
3/21/20
I loved the whole experience. It was great working with each person. It was fun to work with the designer in the early stages and fine tune exactly how I wanted the ring to look. And then when production began it was encouraging to get the regular updates of that progress. It looks great and fits perfectly. The meaning of the ring has great significance to me. I hope to order more for others who will participate in our ministry. Thanks to each person that worked with me and on my ring. And thank you for having this service available. You guys are great! I would highly recommend this service to anyone! How could they not be pleased?!
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Thibaud
Thibaud's Necklace
3/21/20
This has been the worst customer experience I have had in years: on paper, your value proposition is very appealing, but in reality the execution is seriously flawed.
In fairness, before I dive into the details of what made this project disappointing and nerve-racking, I do want to note that shipping was extremely fast, which is appreciated, and that overall the value for money when it comes to the quantity of gold for the price is quite favorable.
Now, trying to focus on facts and not emotion (despite the high level of anxiety and frustration I experienced throughout the process), here are all the things that went wrong during this project:
1. Your FAQ states:
"There's no charge to discuss your design, and price out options with our team. In many cases, our jewelry designers will also create artistic sketches of our design concepts for your piece. We request a deposit prior to producing 3D models and renderings of your design and that deposit goes toward the final cost of producing your piece."
However, when I asked for an "artistic sketch", according to the above, Krist asked me to accept the proposal, saying:
"Your welcome, Thibaud! At this point in your project, we have a good idea of what you're looking for, and now we want to spend some time perfecting all the details. Depending on the characteristics of your project, we may spend some time creating 3D models and renderings of your piece, revising specific details of your design, sourcing or purchasing gemstones, or completing other highly personalized services.
I definitely understand your hesitation to put down the deposit payment before seeing your design! I'd like to explain a bit more about the process to assure you that your risk here is minimal. In order to start on the design, we require that you accept the proposal and make a downpayment for the first half of the project. This ensures that we've done a good job of agreeing on price expectations, and protects the time of our designers -- creating this artwork and making a 3D rendering takes a good amount of work. I've attached a couple of examples from other projects, so you get a sense of what we'll end up creating in 3D and why that level of detail is needed to translate to the actual piece.
If we create the design and you decide not to proceed because you are unhappy with the 3D rendering, we will refund all but $100 of your deposit -- we'd retain that $100 as a design fee. Happily, this almost never happens. It may take us a couple of iterations, but we're always able to work with customers to get to a design they love."
This is contradictory, and quite frankly, quite unpleasant as a customer. In spite of this first red flag, I accepted the proposal to move on to the design phase, which I should probably not have done, given what follows.
2. The design phase has been the most upsetting of all, and I have no shame acknowledging that I lost my cool multiple times, as I felt I was not heard by your team, despite the numerous images and the detailed feedback I had provided. I will invite you to take a look at the communication with Marites to get a sense of the terrible experience I had, but at a high level, three things have been particularly frustrating:
A. Close to no real advice and help was provided when it comes down to design: as you can see in the logs of the communication with Marites, although I sent dozens of benchmarks to guide your design team towards coming up with something that I would like, in the end, I was the one coming up with the final design. I find this quite deceptive that the customer has to handle that part of the process in light of the obvious lack of care or competence (I still don't know to this day) from the vendor. Should I have accepted any of the design suggestions from your team, I would have ended up with something of objectively-low design quality. My two cents: you should really add a layer of artistic consulting to your process, to actually ADD value in the process and be able to help customers reach a level of refinement that is professional (not Etsy-like).
B. Once I provided the design I wanted, in the form of a flat, Illustrator-generated grey scale image, the real nightmare started: again, I am inviting you to go through the communication with Marites to realize the incredibly-low level of service that was offered to me. Between poor execution of the design (for instance: wreath leaves that looked ungracious despite the source design showing exactly what to do) and the lack of attention to details and feedback (I cannot even count the number of times I had to ask your team to CENTER things: this is so basic I cannot even fathom that I have to verify and request it, but with every single iteration, I had to double-check that everything was perfectly aligned, and most of the time, it was not the case). This has been a very, very, very frustrating part of the process, because at that stage, I lost confidence that you would be able to deliver what I wanted. I don't know how you generate 3D-renderings, but there is obviously a problem there, because someone with basic design skills would never have dared showing a customer what has been shown to me.
C. On top of all the above, the responsiveness from your team has been quite unsettling to say the least. First, I don't understand why I received some messages at 1AM: even if you are on the East Coast, while I am on the West Coast, that does not make any sense. That alone makes me question where your team is really based and who is executing your operations — and quite frankly, while you claim your are in Boston, my hunch is that there is something shady going on somewhere on the other side of the globe. Second, and most importantly, multiple times, I was promised a response within X business days and eventually that delay was not respected. In the context of a project that is already not going well, at the very least, if something takes more time, the minimum is to follow up with the customer and let them know that more time is needed and share the updated timeline. This is basic expectations management, and yet, that was not offered to me.
3. Icing on the cake: when we finally moved on to the production stage (I will not even bother going into details about the uselessness of the templated messages I received about your process that show pictures of other piece but not mine), and Catherine sent me pictures of the final piece, I mentioned there were some "dark spots" on my pendant, and she responded:
"The dark spots or areas you are referring to are due to the shadows created by the lights we use during photography.
I think what you're seeing is due to the effects of the photograph. Photos of jewelry can often have difficulty showing exactly what the piece will look like in person, since lighting and other factors have a significant impact."
And yet, unsurprisingly, when I received the pendant, there were indeed dark spots on my pendant (happy to send you images as evidence). I got it for my birthday, so at this point it felt really overwhelming to have to send it back. I can probably live with those dark spots, but the fact that I reported a defect based on pictures you sent me, that your team inspected the piece and confirmed there was no issue, while in the end there were, speaks volume about the level of professionalism you operate with.
Like I said in the first line of this review, this has been the worst customer experience I have had in years. At this stage, I have very low expectations regarding the response you will provide me to this review, given the terrible service I have been provided so far. For sure, I will advise people around me against using your service. I am still undecided whether I am going to also take some time to leave written reviews on public platforms to warn prospective customers about the risks of using your service. In any case, I hope you will at least try to take the above into account to improve your operations, if only to make things better for future customers.
Good luck with your business and most importantly, stay safe and take care in these unusual times.
Continue Reading In fairness, before I dive into the details of what made this project disappointing and nerve-racking, I do want to note that shipping was extremely fast, which is appreciated, and that overall the value for money when it comes to the quantity of gold for the price is quite favorable.
Now, trying to focus on facts and not emotion (despite the high level of anxiety and frustration I experienced throughout the process), here are all the things that went wrong during this project:
1. Your FAQ states:
"There's no charge to discuss your design, and price out options with our team. In many cases, our jewelry designers will also create artistic sketches of our design concepts for your piece. We request a deposit prior to producing 3D models and renderings of your design and that deposit goes toward the final cost of producing your piece."
However, when I asked for an "artistic sketch", according to the above, Krist asked me to accept the proposal, saying:
"Your welcome, Thibaud! At this point in your project, we have a good idea of what you're looking for, and now we want to spend some time perfecting all the details. Depending on the characteristics of your project, we may spend some time creating 3D models and renderings of your piece, revising specific details of your design, sourcing or purchasing gemstones, or completing other highly personalized services.
I definitely understand your hesitation to put down the deposit payment before seeing your design! I'd like to explain a bit more about the process to assure you that your risk here is minimal. In order to start on the design, we require that you accept the proposal and make a downpayment for the first half of the project. This ensures that we've done a good job of agreeing on price expectations, and protects the time of our designers -- creating this artwork and making a 3D rendering takes a good amount of work. I've attached a couple of examples from other projects, so you get a sense of what we'll end up creating in 3D and why that level of detail is needed to translate to the actual piece.
If we create the design and you decide not to proceed because you are unhappy with the 3D rendering, we will refund all but $100 of your deposit -- we'd retain that $100 as a design fee. Happily, this almost never happens. It may take us a couple of iterations, but we're always able to work with customers to get to a design they love."
This is contradictory, and quite frankly, quite unpleasant as a customer. In spite of this first red flag, I accepted the proposal to move on to the design phase, which I should probably not have done, given what follows.
2. The design phase has been the most upsetting of all, and I have no shame acknowledging that I lost my cool multiple times, as I felt I was not heard by your team, despite the numerous images and the detailed feedback I had provided. I will invite you to take a look at the communication with Marites to get a sense of the terrible experience I had, but at a high level, three things have been particularly frustrating:
A. Close to no real advice and help was provided when it comes down to design: as you can see in the logs of the communication with Marites, although I sent dozens of benchmarks to guide your design team towards coming up with something that I would like, in the end, I was the one coming up with the final design. I find this quite deceptive that the customer has to handle that part of the process in light of the obvious lack of care or competence (I still don't know to this day) from the vendor. Should I have accepted any of the design suggestions from your team, I would have ended up with something of objectively-low design quality. My two cents: you should really add a layer of artistic consulting to your process, to actually ADD value in the process and be able to help customers reach a level of refinement that is professional (not Etsy-like).
B. Once I provided the design I wanted, in the form of a flat, Illustrator-generated grey scale image, the real nightmare started: again, I am inviting you to go through the communication with Marites to realize the incredibly-low level of service that was offered to me. Between poor execution of the design (for instance: wreath leaves that looked ungracious despite the source design showing exactly what to do) and the lack of attention to details and feedback (I cannot even count the number of times I had to ask your team to CENTER things: this is so basic I cannot even fathom that I have to verify and request it, but with every single iteration, I had to double-check that everything was perfectly aligned, and most of the time, it was not the case). This has been a very, very, very frustrating part of the process, because at that stage, I lost confidence that you would be able to deliver what I wanted. I don't know how you generate 3D-renderings, but there is obviously a problem there, because someone with basic design skills would never have dared showing a customer what has been shown to me.
C. On top of all the above, the responsiveness from your team has been quite unsettling to say the least. First, I don't understand why I received some messages at 1AM: even if you are on the East Coast, while I am on the West Coast, that does not make any sense. That alone makes me question where your team is really based and who is executing your operations — and quite frankly, while you claim your are in Boston, my hunch is that there is something shady going on somewhere on the other side of the globe. Second, and most importantly, multiple times, I was promised a response within X business days and eventually that delay was not respected. In the context of a project that is already not going well, at the very least, if something takes more time, the minimum is to follow up with the customer and let them know that more time is needed and share the updated timeline. This is basic expectations management, and yet, that was not offered to me.
3. Icing on the cake: when we finally moved on to the production stage (I will not even bother going into details about the uselessness of the templated messages I received about your process that show pictures of other piece but not mine), and Catherine sent me pictures of the final piece, I mentioned there were some "dark spots" on my pendant, and she responded:
"The dark spots or areas you are referring to are due to the shadows created by the lights we use during photography.
I think what you're seeing is due to the effects of the photograph. Photos of jewelry can often have difficulty showing exactly what the piece will look like in person, since lighting and other factors have a significant impact."
And yet, unsurprisingly, when I received the pendant, there were indeed dark spots on my pendant (happy to send you images as evidence). I got it for my birthday, so at this point it felt really overwhelming to have to send it back. I can probably live with those dark spots, but the fact that I reported a defect based on pictures you sent me, that your team inspected the piece and confirmed there was no issue, while in the end there were, speaks volume about the level of professionalism you operate with.
Like I said in the first line of this review, this has been the worst customer experience I have had in years. At this stage, I have very low expectations regarding the response you will provide me to this review, given the terrible service I have been provided so far. For sure, I will advise people around me against using your service. I am still undecided whether I am going to also take some time to leave written reviews on public platforms to warn prospective customers about the risks of using your service. In any case, I hope you will at least try to take the above into account to improve your operations, if only to make things better for future customers.
Good luck with your business and most importantly, stay safe and take care in these unusual times.
Timeliness
Quality
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Shipping/Delivery
Professionalism
Value
Paolo
Gunner's Engagement Ring
3/21/20
Mikhail
Mikhail's Signet Ring
3/21/20
Super Service, Super Quality, Super Professionalism
This great peace of jewelry will start it's journey from generation to generation of my Family for years to come.
Thanks you
Continue Reading This great peace of jewelry will start it's journey from generation to generation of my Family for years to come.
Thanks you
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Andrew
Melissa's Engagement Ring
3/20/20
Trevor
Trevor's Engagement Ring
3/20/20
Fun experience and she loved it. Thanks!
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Taylor
Taylor's Signet Ring
3/20/20
i am so happy with the signet rings i had made for Me and my Twin brother!
Every detail from design to the final product was amazing.
Will definitely be back for any future rings!
thanks again
Continue Reading Every detail from design to the final product was amazing.
Will definitely be back for any future rings!
thanks again
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Rick
Hannah's Engagement Ring
3/20/20
I gave 5 stars for everything because every aspect was so good. From the communication, flexibility in scheduling, and moving from ideas and similar pieces to something that matched what I had in my mind and my fiance far more than I could have imagined. All was so amazing and worth every bit.
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Alex
Alex's Wedding Band
3/20/20
Great experience!
This team will go through absolutely everything with you and all said and done you get a perfect peace of jewelry exactly the way you want it!
Continue Reading This team will go through absolutely everything with you and all said and done you get a perfect peace of jewelry exactly the way you want it!
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Shipping/Delivery
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Value
Liza
Liza's Necklace
3/20/20
