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#423141 - 08/07/08 03:41 PM
Moissanite Co Complaint
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Infinitum
Fiend
Registered: 06/20/08
Posts: 114
Loc: Dallas, Houston, Chicago and N...
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Ok, to start of with, I'm the one who purchased MoissaniteCo's Bella Halo 9MM.
I received it today via Federal Express, however, upon receipt, there are some issues with the ring.
1. One set of the double prongs is clearly crooked, slightly leaning to the left.
2. One set of double prongs is not hugging the Asha stone like the others are. It's almost sticking straight up. The other double prongs are OK, but still not hugging the stone properly and evenly. The way the prongs hug the Asha stone should almost be seamless and have an even flow around the center of the stone. The way these prongs are set, do not. I have concerns as to the integrity of the prongs supporting the stone over a span of time.
3. This is a small, but underneath the ring on the basket / setting I suppose it's what you call it....where one of the small round diamonds on the side of the ring (there's one on each side)......Underneath where one of the small diamonds is set, is still rough as in it wasn't polished out completely by the setters / jewelers. You can see it in the light as it looks dull and unpolished and it feels rough to the touch.
I emailed MoissaniteCo today to point out the issues and request a refund. Mike stated to me that the item is non-refundable. However, Jera stated to me prior to the purchase that the ring was refundable if it was misrepresented. Well, the ring was misrepresented in stating that it was beyond perfect, as in no craftsmanship defects.
If you look back at past posts etc....when Mike and Jera were advertising the ring, it was stated that the ring was "beyond perfect":
Quote:
http://betterthandiamond.com/discussion/...true#Post406755
The ring as advertised has flaws, serious or minor, doesn't matter. It has flaws and it was misrepresented.
Mike refuses to refund the money I paid for the "beyond perfect" ring and offered to "repair" it.
He's also resorted to ignoring my emails, which is highly unprofessional.
My question is, why offer to "repair" it if it's "beyond perfect", right?
So, I paid via paypal and they stated they cannot help me in the refund process as paypal only covers purchases through ebay.
So, they suggested I file through my credit card company, which I will shortly.
Poor Poor business practice on MoissaniteCo's part.
I will also file a complaint through http://www.ic3.gov/default.aspx / Internet Crime Complaint Center
I will never purchase from them again.
_________________________
"Lack Of Planning On Your Part Does Not Constitute An Emergency On My Part"
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#423148 - 08/07/08 04:46 PM
Re: Moissanite Co Complaint
[Re: Infinitum]
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Mike_C
Mentor
Registered: 02/09/07
Posts: 736
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I feel it is unfortunate that literally within three hours of delivery of this ring by Fedex, a public complaint/attack has been made about us and our company, we have been reported to the "Internet Crime Complaint Center" and a credit card dispute was made with Paypal.
It has been less than 2 hours since our last email communication. Therefore I believe it is a little unfair to attack me personally and call me "highly unprofessional."
First, let me show the pictures of the actual ring (these are not stock images, these are high quality, detailed images of the ring. This is the actual ring that was purchased and is the ring in question.)
Although it is widely known and understood that items sold on the Diamond Bistro are not refundable / not returnable, in an email communication with Infinitum, we stated: "We would consider this to be a final sale unless the ring is significantly different than what the listing states."
The listing stated that there is a 9mm round Asha stone, natural diamond side stones, is cast in white gold, and was a ring size 5.75. We then posted the pictures seen above. It was not promised on Diamond Bistro that the ring would be perfect and absolutely flawless (and these flaws were described by Infinitum herself as "small faults", therefore not significant defects).
Even though according to the terms of the sale it is not refundable, when Infinitum emailed us a couple of hours ago demanding a full refund, we offered to inspect the ring and address any issues it may have (free of charge of course). Our response was met 15 minutes later with a notification from Paypal of a chargeback.
The fact that fixing any "small faults" is completely out of the question leads me to believe that it is very possible there are other things at play (i.e. she no longer wants the ring for whatever reason so an attempt is being made to find a flaw, any flaw no matter how small to use as leverage along with chargebacks, public complaints, etc. to get a refund. This is not an accusation, just a thought that I had).
As much as I hate having to publicly defend our company, maybe the discussion needs to be had about DB sales / refunds with merchants (BTD, MoissaniteCo, Wink, etc.). Do the same rules not apply to us vendors?
Jera has looked at this ring dozens of times and she never saw anything wrong with it. Unfortunately since we no longer have it here in our possession, all I can do is refer to the high quality images where these small faults are not apparent at all.
Anyone here that has worked with us knows that we take our business very seriously and personally. It goes way beyond money and is our passion (how many of you have received responses to posts, emails or PM responses after midnight or over the weekends, long after our employees have left?  ) . Customer satisfaction is and always will be a high priority. We also stand behind our jewelry. We immediately offered to fix any small faults the ring may have, but unfortunately our offer has been declined  .
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#423155 - 08/07/08 05:08 PM
Re: Moissanite Co Complaint
[Re: Mike_C]
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MissDymonds666
The Black Orlov
Registered: 09/03/07
Posts: 4230
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Oh boy, I sure hope this doesn't get ugly. But I must put in my two cents worth as I bought quite a few items from Mike and Jera at Moissanitecom.com.
I've spoken with Mike, Jera and Chris. They always take the extra time to help and answer any and all questions. Even though in my case I ask odd ones. 
Anyway. I have two rings so far and about two or three chains. No complaints with any of my pieces. Of course nothing is ever 100% perfect. But small things can be fixed. Like for example one of my chains had a huge ring on it. It wouldn't fit through one of my pendants. I asked Mike about it and he got right back to me as what can be done.
The girls at my jeweler's said it couldn't be changed. I know for a fact it could because Mike told me it could. I fixed it myself by squeezing it a bit to narrow it down some. Now worries! Yes I've cancelled a few orders BUT it was because I knew I wouldn't need them at that particular moment.
They've always gotten back to me quickly and helped me with everything. Jera helped with so many rings and my endless questions. Right now, I have two gorgeous moissie band rings that to this day I wear with my wedding rings every day (yes, there are more in the works)  .
My ONLY issue with my princess curved band ring is I'm not too thrilled with palladium. But that is no fault of theirs. I read up on palladium. I like dense, heavy metal like platinum and solid gold. Palladium is a bit too light in weight for my taste. Others may feel differently. But still in all, that band ring and my moissie baguette ring are indeed my favorites! The baguette ring is more solid and well made than my diamond one was! The princess ring sparkles like no other, I've gotten so many compliments!
I think it is so unfair to treat Mike that way. He and everyone at Moissaniteco.com go above and beyond to make sure their customers are happy. I also had nice conversations with Jera too! So great to work with! A very nice person too! Love ya, Jera!
In closing, if there is anything with the ring you feel needs to be fixed or doesn't seem right to you, I am more than confident they will take care of it for you. You have only to ask and let them know.
Edited by MissDymonds666 (08/07/08 05:15 PM)
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#423158 - 08/07/08 05:11 PM
Re: Moissanite Co Complaint
[Re: MissDymonds666]
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MissDymonds666
The Black Orlov
Registered: 09/03/07
Posts: 4230
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Yikes!!!! Sorry for the long post, didn't realize it was so long! 
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#423160 - 08/07/08 05:17 PM
Re: Moissanite Co Complaint
[Re: Mike_C]
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radi8
Afficionado
Registered: 08/28/06
Posts: 646
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Although it is widely known and understood that items sold on the Diamond Bistro are not refundable / not returnable, in an email communication with Infinitum, we stated: "We would consider this to be a final sale unless the ring is significantly different than what the listing states."
The listing stated that there is a 9mm round Asha stone, natural diamond side stones, is cast in white gold, and was a ring size 5.75. We then posted the pictures seen above. It was didn't promise on Diamond Bistro that the ring would be perfect and absolutely flawless (and these flaws were described by Infinitum herself as "small faults", therefore not significant defects).
Even though according to the terms of the sale it is not refundable, when Infinitum emailed us a couple of hours ago demanding a full refund, we offered to inspect the ring and address any issues it may have (free of charge of course). Our response was met 15 minutes later with a notification from Paypal of a chargeback.
The fact that fixing any "small faults" is completely out of the question leads me to believe that it is very possible there are other things at play (i.e. she no longer wants the ring for whatever reason so an attempt is being made to find a flaw, any flaw no matter how small to use as leverage along with chargebacks, public complaints, etc. to get a refund. This is not an accusation, just a thought that I had).
As much as I hate having to publicly defend our company, maybe the discussion needs to be had about DB sales / refunds with merchants (BTD, MoissaniteCo, Wink, etc.). Do the same rules not apply to us vendors?
You raise an interesting point. Yes, I would say you are correct in saying that the assumption from private sellers is that all sales are final. But, even some private sellers offer refunds. I don't know that it was ever discused that vendors wouldn't offer refunds. Does the other vendor that sells on DB offer refunds? I don't know.
That being said, I do think Infinitum went overboard in trying to correct the situation. Especially reporting to the Internet Crime Complaint Center....
Perhaps a way to avoid this is the future is to clearly state "NO RETURNS" as most people do. It wasn't listed in the listing (unless I missed it), maybe because it was an assumption.
I also think your offer to repair the ring was fair and reasonable and I think most people would have taken you up on it unless.... [insert "theory"]
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#423163 - 08/07/08 05:19 PM
Re: Moissanite Co Complaint
[Re: MissDymonds666]
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maryl
Connoisseur
Registered: 04/13/08
Posts: 1297
Loc: FL
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I have purchased three things from MoisCo, and they have always been helpful and professional. Less than a few hours is not being unprofessional... people do have other responsibilities and may not be checking email every minute of every day. And, I am an impatient person, so it's hard for me to wait for a response as well. But, to report a company without giving them a chance to respond and correct the situation is going overboard in my opinion. And, you know what... I don't believe that any piece of jewelry is 100% perfect... it doesn't just come out a machine... hand set, hand polished, etc...
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